Privacy Policy

1. Information We Collect

We may collect account details, caregiver contact information, elder profile information, medication schedules, call outcomes, alert activity, subscription records, support requests, device and browser data, and operational logs needed to run the service.

2. Elder Information

Caregivers may provide elder names, phone numbers, time zones, emergency contact details, and related care information. This information is used to create reminders, alerts, reports, and care history within the caregiver account.

3. Medication Information

We collect medication names, schedules, dosage instructions, recurrence rules, and related reminder settings in order to support caregiver planning and call workflows.

4. Call Recordings

When enabled by platform settings or a call provider, call metadata and recordings may be stored or referenced for reminder quality, troubleshooting, compliance review, and caregiver follow-up. Not every call will necessarily be recorded.

5. AI-Generated Summaries

The service may generate AI-assisted call summaries, classifications, or outcome notes based on call content or metadata. These summaries are intended to help caregivers review activity more efficiently.

6. AI-Generated Memories

The platform may suggest memory snippets, context notes, or relationship details derived from earlier interactions. These suggestions may be reviewed, edited, accepted, or rejected by caregivers or administrators.

7. SMS Notifications

We may store SMS destinations, delivery status, template usage, and message content needed to notify caregivers when reminders are missed or urgent follow-up is needed.

8. Cookies

We may use cookies or similar technologies for authentication, session persistence, security, and basic site performance. Disabling cookies may affect your ability to sign in or use secure areas of the service.

9. Analytics

We may collect usage analytics, page events, browser details, or error data to understand performance, improve the product, and diagnose issues. Analytics may be handled internally or through service providers.

10. Data Retention

We retain information for as long as reasonably necessary to operate the service, maintain records, resolve disputes, enforce agreements, meet legal obligations, support audits, and improve system reliability. Retention periods may differ by data type.

11. Security

We use administrative, technical, and organizational safeguards designed to protect information from unauthorized access, use, alteration, or disclosure. No internet or cloud-based system can guarantee absolute security.

12. Third-Party Services

We may rely on third-party providers for calling, messaging, hosting, email, payment processing, observability, or analytics. These providers may process data on our behalf according to their own contractual and legal obligations.

13. ElevenLabs

Voice or call-related workflows may use ElevenLabs or related voice service infrastructure to support conversational reminder calls, transcripts, or AI-assisted analysis.

14. Twilio

Phone calls, SMS delivery, or related telecom functions may use Twilio or telecom intermediaries to deliver reminders and caregiver alerts.

15. Email Provider

We may use third-party email providers to deliver verification messages, administrative notices, account updates, and support communications.

16. Payment Provider

If subscription payments are supported, payment details may be processed through third-party payment providers. We do not intend to display or store full payment card data in ordinary application views.

17. User Rights

Depending on applicable law, you may have rights to request access, correction, deletion, export, or restriction of certain personal information. We may need to verify identity before responding to a request.

18. Data Deletion Requests

To request deletion of account data, contact us with enough information to identify the account. Some records may be retained where legally required, necessary for fraud prevention, billing history, audit trails, or legitimate operational needs.

19. Contact Information

Questions about privacy or data rights may be sent through the public contact page or by email at help@carenest.vip.