How we handle your data.

BillMend is in pilot research mode. This page is a plain-English privacy note for the current free pilot. It explains what we collect, why we collect it, who helps process it, and how you can ask us to delete it.

What you submit through the form

When you fill the intake form, we receive your name, email, hospital name and state, bill amount, visit type, insurance status, and any optional notes you choose to add. If you ask us to check charity care or financial assistance, you may also choose to share household income and household size.

We use this information to decide which path makes sense: financial assistance first, no strong dispute angle right now, or a coached billing call.

Intake records are stored in Cloudflare Workers KV under our account. Access is limited to BillMend operations.

If we ask for documents

For some cases, especially a coached call, we may ask for copies of documents such as an itemized bill, EOB, denial letter, insurance SBC, or financial assistance application. Uploaded documents are stored in a private Cloudflare R2 bucket. They are used to prepare the call and draft the worksheet you review before calling.

If we get on a coached call together

If you proceed to a bridged billing call, the call may be recorded and transcribed so we can prepare notes, improve the coaching workflow, and help you remember what happened.

• The raw audio recording stays in a private Cloudflare R2 bucket under our account.
• The raw recording is automatically deleted after 30 days through an object-retention policy.
• We may keep a transcript or notes after removing obvious identifiers such as names, phone numbers, account numbers, addresses, and medical IDs. De-identification is not perfect, so please do not share sensitive details that are not needed for the billing issue.
• You can request deletion of all your data — raw recording, transcript, intake submission, everything — at any time by emailing hello@billmend.com. We respond within 24 hours and complete deletion within 72 hours.

What we do not do

• BillMend is not currently a HIPAA-covered entity. We are not a healthcare provider, health plan, or healthcare clearinghouse. We still treat medical billing information as sensitive.
• We don't share your information with insurance companies, hospitals, or providers on your behalf unless you explicitly ask us to. You stay in control of the call.
• We don't sell your data, run advertising profiles, or use it for ad targeting.
• We do not intentionally opt in to AI-provider training or prompt-logging programs for your submissions. AI requests may still be processed by our model providers under their API and data processing terms.

Recording disclosure

When we bridge a call between you and a billing department, a brief audio notice plays at the start so the rep knows the call is being documented. Recording laws vary by state, and phone calls can involve more than one state, so we use a notice-first approach.

Service providers we use

We use outside service providers to run the site, calls, email, file storage, transcription, and AI drafting. These providers process data for BillMend; they are not allowed to use it for their own advertising.

• Cloudflare — hosting, DNS, Workers KV, R2 file storage, and email routing
• Telnyx — phone number, SIP routing, and call connectivity
• LiveKit Cloud — real-time media routing during the bridged call
• Deepgram — speech-to-text for live transcription
• OpenRouter and/or Anthropic — AI model access for draft suggestions and prep documents
• Resend — transactional email

Disclaimer

BillMend is a coaching and information tool. It is not legal, medical, or tax advice. We don't give you legal opinions or tell you whether a denial is illegal. We help you ask better questions on your call. For complex cases — especially anything in collections or facing litigation — talk to a licensed attorney or a patient advocate.

Results are not guaranteed. Many billing disputes don't get resolved in your favor regardless of how well the call goes. Going in with a clear plan still beats going in cold, but no one can promise a specific dollar outcome — including us.

Questions?

Email hello@billmend.com. We answer within 24 hours.