Last updated January 1, 2026
This policy explains how I collect, use, and protect your personal information when you visit novarehealing.com or contact me through this website.
Novare Healing is the practice of Ileana Hernandez, PhD, LMHC. I provide online psychotherapy to adults in Florida living with chronic pain, chronic illness, and other neuroplastic conditions, and I publish educational articles and digital resources such as guided journals and workbooks.
Throughout this policy, “I,” “me,” and “my” refer to Ileana Hernandez, PhD, LMHC, doing business as Novare Healing. If you have questions about anything here, email me at contact@novarehealing.com.
If you are a therapy client, this policy is not the document you’re looking for. The confidentiality of your clinical records is governed by Florida law, my professional licensing requirements, and the practice policies you receive when you begin treatment — not by this website policy. This page covers only information collected through the website itself.
Contents
- What information I collect
- How I use your information
- Legal bases for using your information
- When and with whom I share information
- Cookies and tracking
- International transfers
- How long I keep your information
- How I protect your information
- Information from minors
- Your privacy rights
- Do Not Track and Global Privacy Control
- Changes to this policy
- How to contact me
1. What information I collect
Information you give me
When you fill out the contact form on this website, I collect:
- Your first and last name
- Your email address
- Your phone number, if you choose to provide it
- Whatever you write in your message
If you contact me by phone, text, or email instead, I receive whatever information you choose to share that way.
About your message. Because of the work I do, many people describe their symptoms, their medical history, or what they have been going through. That is health information, and I treat it carefully.
A website contact form is not a secure or confidential channel. Please share only what you need to in order to start a conversation — a sentence or two is plenty. We can go into detail during a consultation, on a platform designed for it.
Information collected automatically
When you visit this website, some technical information is collected automatically by the systems that run it. This may include your IP address, browser type and settings, device type and operating system, the pages you visit, and the site you came from. This information is used to keep the website running, diagnose problems, and protect against abuse.
Information I do not collect
- I do not collect payment card details. If you purchase a digital product, the payment is handled by a third-party payment processor on their own platform, and your card information never reaches this website.
- I do not obtain information about you from data brokers, marketing partners, public databases, or social media platforms.
- This website has no user accounts, no logins, and no social media sign-in.
- I do not detect your physical location.
2. How I use your information
I use the information described above to:
- Respond to your enquiry
- Determine whether you are located in Florida and whether your needs fall within my scope of practice, so I can respond appropriately or refer you elsewhere if I am not able to help
- Arrange and provide a consultation, and therapy services if we go forward
- Fulfil and manage orders for digital products
- Keep the website secure and working, and prevent spam and fraudulent submissions
- Meet legal, tax, and professional record-keeping obligations
I do not use your information to build a profile of you, to make automated decisions about you, or to target advertising. I do not currently send marketing or promotional emails. If that changes, I will ask for your consent separately and you will be able to opt out at any time.
3. Legal bases for using your information
If you are in the European Economic Area, the United Kingdom, or Switzerland, the law requires me to have a valid reason for using your personal information. My reasons are:
- Your consent — when you choose to contact me through this website.
- Performance of a contract — when you purchase a digital product or engage me for therapy, I need your information to deliver what you have asked for.
- My legitimate interests — keeping the website secure, preventing spam and fraud, and reviewing enquiries to determine whether I am able to help. These interests are balanced against your rights and are not used in ways you would find intrusive.
- Legal obligations — tax, accounting, and professional record-keeping requirements.
- Vital interests — in rare cases, if I reasonably believe someone’s life or safety is at risk.
Where you have given consent, you may withdraw it at any time by emailing me. Withdrawing consent does not affect anything done before you withdrew it.
4. When and with whom I share information
I do not sell your personal information, and I do not share it for cross-context behavioural advertising.
I disclose information only to the service providers I need in order to operate the practice, and only for that purpose. These fall into the following categories:
- Website hosting and email providers — the company that hosts this website also provides my email, so messages sent through the contact form are stored on their systems.
- Payment processors — if you buy a digital product, the processor handles the transaction and provides me with your name and email so I can deliver your purchase.
- Analytics providers — if and when I add website analytics. I do not currently use Google Analytics or any other analytics service.
I may also disclose information if I am legally required to — for example in response to a court order or a lawful request from a government authority — or where disclosure is necessary to protect someone’s safety or to establish or defend a legal claim.
If this practice were ever sold or transferred, personal information could be transferred as part of that transaction. You would be notified.
5. Cookies and tracking
This website uses cookies — small files stored by your browser — for basic functions such as keeping the site working properly and handling form submissions. I do not use advertising cookies, retargeting pixels, or social media tracking tags.
You can control or delete cookies through your browser settings. Blocking cookies may affect how parts of the website work.
More detail is set out in my Cookie Policy.
6. International transfers
I am based in Florida, and the companies that host this website and process payments are located in the United States. If you are visiting from outside the United States, your information will be transferred to and stored in the United States, which may have different data protection laws than your own country.
Where information is transferred from the European Economic Area, the United Kingdom, or Switzerland, transfers are made under the European Commission’s Standard Contractual Clauses or another approved safeguard.
7. How long I keep your information
- Contact form enquiries that do not become client relationships — up to 12 months from our last contact.
- Purchase records — as long as required for tax and accounting purposes, generally seven years.
- Website and security logs — for the period set by my hosting provider.
Clinical records are different. If you become a therapy client, your treatment records are retained for the period required by Florida law and my professional licensing requirements. Those records are held separately from this website, and requests to delete personal information do not override those retention obligations.
When I no longer have a reason to keep information, I delete it.
8. How I protect your information
This website uses encryption in transit, software is kept up to date, and access to the systems that hold your information is protected by strong authentication. No method of transmitting information over the internet is completely secure, and I cannot guarantee absolute security — which is why I ask you not to send detailed health information through the contact form.
9. Information from minors
My practice serves adults. This website is not directed at anyone under 18, and I do not knowingly collect information from children. If you believe a child has submitted information through this website, please email me and I will delete it.
10. Your privacy rights
Depending on where you live, you may have some or all of the following rights:
- Access — to know what personal information I hold about you and how I have used it
- Correction — to have inaccurate information corrected
- Deletion — to ask me to delete your personal information
- Portability — to receive a copy of your information in a portable format
- Objection and restriction — to object to certain uses of your information, or ask me to limit them
- Withdrawal of consent — where I rely on your consent
- Non-discrimination — I will not treat you differently for exercising any of these rights
These rights are recognised, in varying forms, under the EU and UK GDPR, Switzerland’s FADP, Canada’s PIPEDA and Quebec’s Law 25, and the privacy laws of California, Colorado, Connecticut, Delaware, Florida, Indiana, Iowa, Kentucky, Maryland, Minnesota, Montana, Nebraska, New Hampshire, New Jersey, Oregon, Rhode Island, Tennessee, Texas, Utah, and Virginia. Which rights apply to you depends on where you live.
How to exercise your rights
Email me at contact@novarehealing.com or use the form on my contact page. I may need to verify your identity before acting on a request, and I will respond within the time your local law allows.
If I decline your request
If I am unable to grant a request — for example, where the law requires me to retain clinical records — I will explain why. You may appeal that decision by replying to me at the same email address. If you remain dissatisfied, you may complain to your local data protection authority or state attorney general.
An important limit
Privacy rights are not absolute. Where the law requires me to keep certain records, particularly clinical records, those obligations take priority over a deletion request. I will always delete what I can and explain what I cannot.
11. Do Not Track and Global Privacy Control
Some browsers offer a “Do Not Track” setting. There is no agreed standard for how websites should respond to it, so this website does not currently respond to those signals. This website also does not currently support Global Privacy Control, because I do not sell or share personal information for targeted advertising. If either of these changes, I will update this policy.
12. Changes to this policy
I will update this policy when my practices change or when the law requires it. The date at the top shows when it was last revised. If I make a significant change, I will note it clearly on this page.
13. How to contact me
For any question about this policy, about the information I hold, or to exercise any of the rights described above:
Ileana Hernandez, PhD, LMHC
doing business as Novare Healing
Email: contact@novarehealing.com
Phone: (305) 440-1910
You can also reach me through the form on my contact page.