CareFriend Privacy Policy

Effective Date: November 28, 2025
Last Updated: November 28, 2025

Introduction

CareFriend ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI companion calling service (the "Service"). Please read this Privacy Policy carefully.

Information We Collect

We collect information that you provide directly to us, information we obtain automatically when you use our Service, and information from third-party sources.

Information You Provide to Us

When you register for CareFriend, subscribe to our Service, or communicate with us, you may provide the following types of information:

Account Information: Your name, email address, phone number, billing address, and payment information are collected when you create an account or purchase a subscription.

Profile Information: Information about the person receiving calls ("Care Recipient"), including their name, phone number, preferred call times, interests, hobbies, family member names, pet names, and other personal details you choose to share to personalize the conversation experience.

Conversation Data: Audio recordings, transcripts, and summaries of all calls between our AI companion ("Sarah") and the Care Recipient. This includes any information voluntarily shared during conversations, which may include health observations, mood descriptions, daily activities, medication mentions, appointment information, and personal anecdotes.

Communications: Any messages, feedback, or support requests you send to us through email, chat, or other communication channels.

Information We Collect Automatically

When you access or use our Service, we automatically collect certain information:

Usage Information: Details about how you interact with our Service, including dashboard views, report downloads, notification preferences, and feature usage patterns.

Device Information: Information about the devices used to access our Service, including IP address, browser type, operating system, device identifiers, and mobile network information.

Call Metadata: Date, time, duration, and technical quality metrics of calls placed through our Service.

Analytics Data: We use analytics tools to collect information about Service performance, user engagement, and technical errors to improve our platform.

Information We Do NOT Collect

We do not collect:

• Medical records or protected health information (PHI) as defined under HIPAA
• Social Security numbers
• Driver's license numbers or government-issued identification numbers
• Financial account information beyond what is necessary for payment processing (handled securely by our third-party payment processor)
• Precise geolocation data

How We Use Your Information

We use the information we collect for the following purposes:

Service Delivery: To provide, maintain, and improve our AI companion calling service, including scheduling calls, conducting conversations, generating summaries, tracking wellness trends, and delivering notifications to family members.

Personalization: To create increasingly personalized and meaningful conversations by remembering previous discussions, interests, preferences, and relationship details shared during calls.

Analytics and Insights: To analyze conversation patterns, sentiment trends, and wellness indicators to provide you with actionable insights through your family dashboard.

Communication: To send you service-related notifications, call summaries, alerts about concerning patterns, billing information, and updates about our Service.

SMS/Text Message Communications: If you provide your mobile phone number and consent to receive SMS notifications, we will send you text messages regarding calls made to your Care Recipient. Message frequency varies based on your selected call schedule (typically 1-2 messages per day). Message and data rates may apply. You may opt out of SMS communications at any time by replying STOP to any message or by updating your notification preferences in your account dashboard. Reply HELP for assistance. We do not sell, share, or transfer your mobile phone number or SMS consent to any third parties for their marketing purposes. Your mobile number is used solely for delivering CareFriend service notifications.

Customer Support: To respond to your inquiries, troubleshoot technical issues, and provide assistance with your account.

Legal Compliance: To comply with applicable laws, regulations, legal processes, or enforceable governmental requests.

Safety and Security: To detect, prevent, and address fraud, security issues, and technical problems, and to protect the rights and safety of CareFriend, our users, and the public.

How We Share Your Information

We do not sell, rent, or trade your personal information to third parties for their marketing purposes.

We share your information only in the following limited circumstances:

Service Providers

We engage trusted third-party service providers to perform functions on our behalf, including:

• Cloud hosting providers for data storage and infrastructure
• Payment processors for secure billing and subscription management
• AI and speech technology providers for voice synthesis and natural language processing
• SMS delivery services for sending call summaries and notifications
• Analytics platforms for Service improvement and performance monitoring

These service providers have access to your information only to perform specific tasks on our behalf and are obligated to protect your information and use it only for the purposes for which it was disclosed.

Legal Requirements

We may disclose your information if required to do so by law or in response to valid requests by public authorities (e.g., a court order, subpoena, or government agency request), or if we believe disclosure is necessary to:

• Comply with legal obligations
• Protect and defend our rights or property
• Prevent or investigate possible wrongdoing in connection with the Service
• Protect the personal safety of users or the public
• Protect against legal liability

Data Security

We implement reasonable administrative, technical, and physical security measures designed to protect your information from unauthorized access, disclosure, alteration, and destruction. These measures include:

• Encryption of data in transit using industry-standard TLS/SSL protocols
• Encryption of sensitive data at rest
• Access controls and authentication mechanisms
• Regular security assessments and monitoring
• Employee training on data protection and privacy practices
• Secure data centers with physical access controls

However, no method of transmission over the Internet or electronic storage is 100% secure.

While we strive to protect your information, we cannot guarantee its absolute security. You acknowledge and accept that you provide your information at your own risk.

Your Rights and Choices

Depending on your location, you may have certain rights regarding your personal information:

Access: You may request access to the personal information we hold about you and receive a copy of that information.

Correction: You may request that we correct inaccurate or incomplete information about you.

Deletion: You may request that we delete your personal information, subject to certain legal exceptions.

Objection: You may object to our processing of your personal information in certain circumstances.

Data Portability: You may request that we provide your personal information in a structured, commonly used, and machine-readable format.

To exercise any of these rights, please contact us at admin@carefriend.ai. We will respond to your request within 30 days.

Data Retention

We retain your information for as long as your account is active or as needed to provide you with our Service. If you close your account, we will delete or anonymize your information within 90 days, except where we are required to retain it for legal, regulatory, or legitimate business purposes.

Conversation recordings and transcripts are retained for the duration of your active subscription and for 90 days following cancellation, after which they are permanently deleted. You may request earlier deletion of specific conversations by contacting us at admin@carefriend.ai.

Children's Privacy

Our Service is not directed to children under the age of 18, and we do not knowingly collect personal information from children under 18. If we become aware that we have collected personal information from a child under 18, we will take steps to delete that information as quickly as possible.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will update the "Last Updated" date at the top of this Privacy Policy and notify you by email or through a prominent notice on our Service.

Material changes to this Privacy Policy will be communicated at least 30 days before they take effect. Your continued use of our Service after the effective date of the updated Privacy Policy constitutes your acceptance of the changes.

Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us at admin@carefriend.ai.