Privacy Policy

1. Acceptance of AI Processing

By using CareCall, all users accept that conversations and content are processed by third-party artificial intelligence (AI) services in order for the Service to function. This is essential to how CareCall works and cannot be switched off. Specifically:

• Voice calls and text conversations with Sarah are processed in real time by third-party AI services, which generate her responses.
• OpenAI and Grok (xAI) are the core AI providers, and other AI services may also be used to generate content and deliver features of the Service.
• Conversation audio and text are transmitted to these providers only for the purpose of conducting the conversation and operating the Service.
• Call transcripts are analysed by automated systems to detect signs of distress, health concerns, or emergencies so that alerts can be sent to nominated contacts.

You are responsible for ensuring that the people who receive calls or messages through your account (your loved ones) are aware of and consent to this AI processing.

2. What We Collect

• Account information: your name, email address, phone number, and password (stored as a secure one-way hash, so we never see or keep your actual password).
• Loved-one profiles: names, phone numbers, dates of birth, health and wellbeing notes, and preferences you provide to personalise calls.
• Conversation records: call transcripts, text message history, and facts Sarah remembers from conversations ("memories").
• Alert and safety data: records of alerts raised, their outcomes, and nominated emergency contacts.
• Billing information: token purchase history. Card payments are handled by our payment provider, and we never see or store full card numbers.

3. Where Your Information Is Stored

Personal information captured by CareCall is stored locally in our own secure database, on infrastructure that CareCall controls. Your account details, loved-one profiles, transcripts, memories, and alert history all live in that single database rather than being spread across outside apps or services.

• We do not sell your personal information to anyone.
• Conversation content is shared with AI providers only transiently, to generate responses during a call or message exchange, as described in Section 1.
• The telephony, payment, and AI providers described in Section 5 necessarily handle the specific information needed to perform their role.
• Access to stored data is restricted and protected by industry-standard security.

4. How We Use Your Information

• To place and conduct wellness calls and send messages to your loved ones.
• To personalise conversations using stored memories and profile details.
• To detect possible emergencies and notify the contacts you nominate.
• To manage your account, tokens, and purchases.
• To send you service emails such as alerts, receipts, and weekly reports.
• To improve the reliability and safety of the Service.

5. Third-Party Services We Rely On

CareCall uses a small number of trusted third parties to operate. Each receives only the information needed to perform its role:

• AI providers (OpenAI, Grok by xAI, and others as needed) process conversation content to generate Sarah's responses and related content.
• Telephony and messaging providers carry calls and SMS to and from your loved ones' phones.
• Payment processing is handled by a dedicated payment provider that manages card details on our behalf.

Some of these providers operate outside Australia. Where that happens, information is transferred only as needed to deliver the Service.

6. Your Choices and Rights

• You can review and delete Sarah's stored memories at any time from your dashboard.
• You can update or correct account and loved-one details at any time.
• You can contact us to request access to, correction of, or deletion of the personal information we hold about you, and we will respond in line with the Australian Privacy Principles.
• Loved ones can ask to stop SMS contact by replying STOP to any message from Sarah, or you can contact us to stop messages for them at any time.

7. Data Retention

We keep your information for as long as your account is active so Sarah can maintain continuity of care. If you close your account, we delete or de-identify your personal information within a reasonable period, except where we are required to keep records by law.

8. Security

We protect your information with encryption in transit, encrypted password storage, and strict access controls. No system is completely secure, and we encourage you to use a strong, unique password for your account.

9. Children

The Service is intended for account holders aged 18 and over. We do not knowingly collect personal information from children.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes via email or an in-app notice. Continued use of the Service after changes take effect constitutes your acceptance of the updated policy.

11. Contact

Questions about privacy or your data? Contact us at support@carecall.care.