Legal

Privacy policy

How we handle personal information on this website and throughout the Trexo Theo program. Effective September 8, 2026.

Who we are and what this policy covers

Trexo Robotics Holdings, Inc. ("Trexo", "we", "us") is a Delaware corporation with offices at 440 N Barranca Ave #1001, Covina, CA 91723. It is the Trexo entity that contracts with families and clinics in the United States. Trexo Theo, a prescription powered exoskeleton for children and adults with cerebral palsy, is made by our affiliate Trexo Robotics Inc. in Mississauga, Ontario, Canada, which supports us in delivering the program described below.

This policy explains how we handle personal information when you:

visit or use this website (us.trexorobotics.com) and any forms on it;
take part in the Trexo Theo program in the United States: reserving a device, completing an assessment, providing a prescription or medical clearance, purchasing or renting a device, completing training, and receiving support;
use a Trexo Theo device and its companion software;
contact us by email, phone, text message, video call or in person.

Data recorded by a Trexo Theo device is also governed by the End User License Agreement (EULA) you accept before use. Where this policy and the EULA differ on device data, the EULA controls.

This policy does not cover information handled by clinics, therapists, physicians or insurers you work with. They have their own privacy practices.

Information we collect

Information you give us

Contact and account details. Your name, email address, phone number, mailing address, state, and your role (parent, caregiver, clinician, or user).
Information about the person who will use Trexo Theo. We receive the prescription or letter of medical necessity required for the US program and information you provide in communications with us. Health information in those documents or communications is covered by this policy. The therapist’s clinical assessment does not, by itself, give Trexo access to the therapist’s clinical records.
Clinical assessment and product support. Your child’s treating therapist conducts the assessment and makes clinical recommendations. Trexo may support that process with product information, training materials, or participation in discussions. For adult users, their treating therapist conducts the assessment.
Reservation and purchase details. When you place a reservation deposit, Stripe collects your payment card and billing details and processes the payment. We receive confirmation of payment, the last four digits and brand of the card, your billing and shipping address, and the details you entered on our form. We never receive your full card number.
Agreements you accept. Which documents you agreed to (reservation terms, EULA, this policy), the version that was live, and the date and time.
Communications. Emails, text messages, call notes and support requests, including complaints and reports about a device.
Training records. Completion of the companion or therapist training program required before using a device.

Information collected automatically

Fit check. The fit check on this website is evaluated in your browser. Your individual answers (age band, diagnosis, weight band, support level, setting) are not sent to Trexo. Only the result (fit, conversation, or sizing) is sent along with the contact details you enter, so our team knows what to follow up on.
Campaign attribution. If you arrive from an ad or link with campaign parameters (such as utm_source, gclid or fbclid), we keep those parameters, the referring page and the first page you visited in your browser's session storage and attach them to a form you submit or a reservation you place, so we can tell which outreach reached you. This is not a cookie, and it is cleared when you close the tab.
Server and security logs. Our hosting provider records the IP address, browser type, requested pages and timestamps of visits in order to serve the site and protect it from abuse.
Device usage data. Once a Trexo Theo is in use, the device and its companion tablet record session data such as sessions, steps, speed, assistance settings, duration and error events. This is used to provide and support the device, for safety monitoring, and as described in the EULA.

Information from other people

The user’s care team, through the prescription or letter of medical necessity supplied for the US program and information provided to Trexo in product-support discussions. This does not mean Trexo receives the care team’s full clinical assessment or records.
Insurers or funding organizations, if you ask us to help with coverage or reimbursement.

We do not track you across the web

This website does not use advertising pixels, analytics cookies, session replay or retargeting. We do not sell personal information and we do not share it for cross-context behavioral advertising.

Two third-party services load when you visit: Google Fonts (typefaces) and YouTube's privacy-enhanced player (embedded videos). Each receives your IP address and browser details in order to deliver the content. YouTube does not set tracking cookies in this mode unless you play a video.

If we add analytics or advertising technology to this site in the future, we will update this policy and, where required, ask for your consent first.

How we use information

To respond to you and follow up on your inquiry, fit check result or reservation.
To support the treating therapist’s assessment with product information and training materials, and to use information provided to Trexo for product sizing and configuration. The treating therapist makes the clinical recommendations.
To obtain and verify the prescription or medical clearance a device requires.
To take, hold and refund reservation deposits, and to complete purchases and rentals.
To deliver, install, calibrate and configure the device, and to provide training, support, maintenance and repair.
To monitor device safety and performance, investigate complaints and incidents, and meet our obligations as a medical device manufacturer, including reporting to the U.S. Food and Drug Administration where required.
To send service messages about your reservation, assessment, order, training or device.
To send marketing messages about Trexo, if you have not opted out. You can opt out at any time and keep an active reservation.
To improve Trexo Theo, our services and this website, including by analyzing how families move through the program.
To create de-identified and aggregated data, as described below.
To protect the security of our systems, prevent fraud, enforce our agreements, and comply with law.

De-identified and aggregated data

We use device usage data to produce de-identified and aggregated data that cannot reasonably be linked to you or the user. We use that data for clinical research, publications, safety and quality analysis, product and algorithm development, and to describe outcomes in our marketing (for example, the total number of steps taken in Trexo devices). We may share de-identified data with research clinics, hospitals and academic partners. We commit to maintaining it in de-identified form and not attempting to re-identify anyone, and we contractually require recipients to do the same.

Text messages

If you check the box on our reservation form agreeing to receive text messages, we will send you SMS messages about your reservation, assessment scheduling, order, training and support. Message frequency varies. Message and data rates may apply. Reply STOP at any time to stop receiving messages, or HELP for help. Consent to text messages is not a condition of any purchase.

Mobile phone numbers and text message opt-in information are not shared with third parties or affiliates for their marketing purposes. Our messaging providers process this information only to deliver messages on our behalf.

We share personal information only with the following categories of recipients, and only to the extent needed for the purposes above.

Service providers working for us. Companies that host this website and our systems (Cloudflare), process payments (Stripe), run our customer relationship management, forms, scheduling, e-signature, training, telephony, messaging and email systems, and provide shipping, logistics, security and professional services. They are bound by contract to use the information only to provide services to us.
The user’s care team. Product-support discussions with the treating therapist may involve information you or the therapist provide to Trexo. The therapist’s involvement does not give Trexo or other clinics blanket access to clinical records.
Your Trexo Certified Trainer and Trexo Center. The licensed therapist who trains you on the device and the clinic where that training takes place receive the assessment details, sizing and training records needed to fit the device, complete companion certification and carry out follow-up visits. They are independent licensed professionals bound by their own confidentiality obligations and by their agreement with Trexo.
Insurers and funding organizations. Only when you ask us to help with coverage or reimbursement.
Regulators and authorities. The U.S. Food and Drug Administration and other regulators when required by medical device rules, and courts or law enforcement when required by law or to protect safety.
Professional advisors. Lawyers, auditors, accountants and insurers, as needed.
A successor business. If Trexo is involved in a merger, acquisition, financing, reorganization or sale of assets, personal information may be transferred as part of that transaction, subject to this policy.

We do not sell personal information. We do not share personal information for cross-context behavioral advertising. We do not disclose health information to advertisers.

How long we keep information

Inquiry and fit check information: until we have responded and for up to 24 months of no further contact, unless you become a customer.
Reservation and purchase records: for the life of the customer relationship and as long as required by tax and financial record-keeping laws.
Prescription or letter of medical necessity, other health information actually provided to Trexo, and device records: for as long as needed to support the device and meet applicable record-keeping obligations. This does not describe the treating therapist’s retention of their own clinical records.
Device usage data: as described in the EULA.
Text message consent records: for at least five years after the last message, as required by telemarketing rules.
Marketing preferences: until you opt out, and then a record of the opt-out itself.

When information is no longer needed we delete it or de-identify it.

How we protect information

We use administrative, technical and physical safeguards appropriate to the sensitivity of the information, including encryption in transit and at rest, role-based access limited to the people who need it, logging, and staff training. Trexo’s role is product support, not the provision of the treating therapist’s clinical care. No system is perfectly secure, and we cannot guarantee absolute security. If a breach affects your information we will notify you as required by law.

Children

This website is for parents, guardians, caregivers and clinicians, not for children. We do not knowingly collect personal information directly from anyone under 13. Information about a child who may use Trexo Theo is provided to us by a parent, legal guardian or authorized caregiver, or by the child's care team with that person's permission. If you believe a child has provided information to us directly, contact privacy@trexorobotics.com and we will delete it.

Your privacy rights

Depending on where you live, U.S. state privacy laws may give you rights over your personal information. We extend the following rights to everyone in the United States, regardless of state, where practical:

Know and access. Confirm whether we process your information and receive a copy of it.
Correct. Fix inaccurate information.
Delete. Ask us to delete your information, subject to legal record-keeping requirements (for example, device and payment records we must keep).
Portability. Receive the information you gave us in a usable format.
Opt out of marketing. Stop marketing email or text messages at any time.
Opt out of sale, targeted advertising and profiling. We do not do these things, so there is nothing to opt out of. We honor Global Privacy Control signals as an opt-out should that ever change.
No discrimination. We will not deny you service or charge a different price for exercising your rights.

To exercise a right, email privacy@trexorobotics.com or call (844) 844-0607. We will verify your identity using the contact details we hold and may ask for more information if needed. An authorized agent may act for you with your written permission. We respond within 45 days, and will tell you if we need more time. If we decline a request, you may appeal by replying to our decision, and we will respond within 45 days. If you are not satisfied, you may contact your state Attorney General.

Health data. Information about a person's health is covered by our separate Consumer Health Data Privacy Policy, which applies to residents of Washington and Nevada and to anyone whose health data we collect in those states, and which we apply to all U.S. users.

California. California residents may request, once a year, information about personal information disclosed to third parties for their direct marketing purposes (Civil Code 1798.83). We do not make such disclosures. If the California Consumer Privacy Act applies to us, the rights above are your CCPA rights and the categories of information, sources, purposes and recipients are as described in this policy.

Where information is processed

Trexo Theo is made and supported by our Canadian affiliate. Information collected from U.S. users is stored and processed in the United States and Canada by Trexo, its affiliate and its service providers, and may be accessed from either country. Canadian law may be different from the law of your state.

Changes to this policy

We will post any changes here and update the date at the top. If a change materially affects how we use information already collected, we will notify you by email or through the site before it takes effect, and where the law requires, ask for your consent. Reservation records note the policy version in force when you reserved.

Contact us

Trexo Robotics Holdings, Inc.
440 N Barranca Ave #1001
Covina, CA 91723, United States

Privacy requests: privacy@trexorobotics.com
General questions: hello@trexorobotics.com
Phone: (844) 844-0607