Data Retention Policy
Effective
This policy explains how SoloistHealth keeps, exports, and deletes the information in a Provider’s account, including the records of that Provider’s Clients. Protected Health Information is handled on the Provider’s behalf under our Business Associate Agreement, and the Provider remains responsible for its own record-keeping obligations under state law and professional rules. This policy is referenced by our Privacy Policy and our Terms of Service.
1. While your account is open
We keep your practice’s records for as long as your account is open. You can export charts, notes, forms, documents, and billing records at any time from the app.
2. Deleting your account: 30 days to change your mind
When you request deletion, nothing is deleted right away. Your account stays fully usable for 30 days, and you can cancel the request with one click at any time before then. Closure begins only when the 30-day grace period ends.
3. Your export
The moment you confirm the deletion request, we begin a complete export of your practice’s data and email you a secure download link. Save it before access ends. It is your copy of record, and it is what satisfies your own retention obligations.
4. What happens at closure
When the grace period ends, your account closes and both you and your Clients lose access to SoloistHealth. Your Clients are emailed that access has ended and that they should contact you for their records.
At closure we permanently delete operational data that has no record-keeping purpose: messages and chat history, journal entries, notification preferences, sign-in and session data, per-client settings, and connected payment customer records. Your payment processor connection is disconnected.
5. What we keep for 6 years, and why
After closure, we retain your clinical and billing records securely for 6 years: chart notes, intake and other forms, signatures, uploaded documents, appointments, packages, invoices, export history, and audit trails. These records are not accessible in the app during that period. They are a safety backstop, kept in case a record is needed for a legal, regulatory, or continuity-of-care reason, and they are permanently deleted when the 6 years end.
If you need a copy of a retained record during that period, contact support@soloisthealth.com. We will verify your identity and your authority to receive the record before releasing anything, and we do not restore access to the app.
6. Your record-keeping obligations
As a healthcare Provider, you are responsible for retaining your Clients’ clinical and billing records for the period your state and profession require. That period is often 6 years or longer, and it is typically longer for minors. In New York, for example, records must generally be kept for at least 6 years, and records of a minor must be kept longer. SoloistHealth’s retained copy does not satisfy that duty; your export does.
7. If you are a Client
Your records belong to your Provider’s practice. To get a copy, ask your Provider. If your Provider’s account has closed, your Provider holds the export of your records, so contact them directly. SoloistHealth does not release records directly to Clients except where the law requires it.
8. Account, billing, and usage information
We keep account, billing, and usage information for as long as needed to provide the Service, comply with legal obligations, resolve disputes, and enforce our agreements, and then we delete or de-identify it. We may keep information longer when a law, regulation, or legal process requires it.
9. Backups
Our infrastructure keeps encrypted backups. Deleted information may remain in backups for a limited period until those backups rotate, and it is not restored to the app.
10. Questions and changes
Questions about this policy, exports, or records requests can be sent to support@soloisthealth.com. We may update this policy from time to time; the effective date shown at the top changes when we do.