Privacy Policy

Last updated: September 30, 2025

Hello Gloria Inc. ("Hello Gloria," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered companion calling service for elderly individuals.

1. Information We Collect

1.1 Information You Provide

We collect information you provide directly when you:

Create an account: Name, email address, password, and phone number.
Set up a patient profile: Patient's name, phone number, date of birth, hobbies, interests, favorite topics, personality traits, life events, family contacts, routines, language preferences, cognitive support needs, voice preferences, and other personalization details you choose to share.
Schedule calls: Days, times, frequencies, and timezone preferences.
Provide notes: Caregiver notes, conversation objectives, topics to avoid, and other guidance for calls.
Communicate with us: Messages, feedback, or support requests.
Enable notifications: Phone number for SMS notifications (optional).

1.2 Information We Collect Automatically

Call data: Call recordings, transcripts, summaries, duration, status, timestamps, and conversation metadata.
Conversation memory: AI-generated insights from calls, including follow-up items, wellbeing observations, and contextual notes used to personalize future conversations. These memories have automated expiration periods.
Usage data: How you interact with our dashboard, features accessed, and service usage patterns.
Device and browser information: IP address, browser type, operating system, device identifiers.
Phone validation data: Phone number validation results, carrier information, and number formatting data.

1.3 Billing Information

Payment processing is handled by our third-party payment processors. We store subscription status, plan type, billing periods, and transaction history, but we do not directly store your full credit card details.

2. How We Use Your Information

We use the information we collect to:

Provide personalized AI companion calls tailored to each patient's interests, needs, and communication style.
Generate conversation context and memory to make calls feel natural and continuous.
Process AI-powered voice interactions and generate call summaries.
Send SMS notifications with call summaries to caregivers who opt in.
Monitor, record, and analyze call quality, safety, and wellbeing indicators.
Process payments and manage subscriptions.
Communicate with you about your account, service updates, promotions, and customer support.
Improve our service through analytics, research, and AI model training (using de-identified or aggregated data).
Develop new features and services.
Detect and prevent fraud, abuse, or security issues.
Comply with legal obligations and enforce our terms.
For any other purpose with your consent or as permitted by law.

3. How We Share Your Information

We never sell your personal information. We may share information in the following circumstances:

3.1 Service Providers

We work with trusted third-party companies that help us provide our service, including providers for AI voice technology, telephony services, payment processing, cloud infrastructure, analytics, and customer support. These providers are contractually required to protect your information and use it only for the purposes we specify.

3.2 Legal Requirements

We may disclose information if required by law, court order, subpoena, or government request, or if we believe disclosure is necessary to protect rights, safety, or property.

3.3 Business Transfers

If Hello Gloria is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change in ownership.

3.4 With Your Consent

We may share information with other parties when you direct us to do so.

4. Data Retention

Account data: Retained as long as your account is active and for a reasonable period thereafter for business purposes.
Call transcripts and recordings: Retained for service quality, safety monitoring, legal compliance, and to provide historical context. Deletion requests will be honored where legally permissible.
Conversation memory: Contextual insights automatically expire based on configured retention periods (typically 14-90 days for time-sensitive information), though we may retain aggregated or de-identified versions indefinitely.
Billing records: Retained as required by law and for accounting purposes (typically 7 years or longer if required).
De-identified and aggregated data: May be retained indefinitely for analytics, research, and service improvement.
Backup systems: Data may persist in backup systems for up to 90 days after deletion from production systems.

You may request deletion of your account and associated data by contacting us at welcome@hello-gloria.com. We will process deletion requests in accordance with applicable law, though some data may be retained as described above.

5. Data Security

We implement industry-standard security measures to protect your information, including encryption in transit and at rest, secure authentication, access controls, and regular security audits. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

6. Your Privacy Rights

Depending on your location, you may have the following rights:

Access: Request a copy of the personal information we hold about you.
Correction: Request correction of inaccurate or incomplete information.
Deletion: Request deletion of your personal information, subject to legal and contractual retention requirements.
Portability: Request transfer of your data in a machine-readable format.
Opt-out: Opt out of SMS notifications, marketing communications, or certain data processing.
Restriction: Request limitation on how we use your information.
Object: Object to our processing of your information for certain purposes.

To exercise these rights, contact us at welcome@hello-gloria.com. We will respond to verified requests within 45 days (or as required by applicable law). We may require identity verification before processing requests and may deny requests that are excessive, unfounded, or prohibited by law.

6.1 California Residents

California residents have additional rights under the California Consumer Privacy Act (CCPA), including the right to know what personal information is collected, sold, or disclosed, and the right to opt out of sales (though we do not sell personal information). To exercise CCPA rights, contact us using the information below.

7. Consent and TCPA Compliance

By using Hello Gloria, you confirm that you have obtained express consent from the call recipient (or are their legal guardian/authorized representative) to receive automated calls.

8. Children's Privacy

Our service is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

9. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence, including the United States. These countries may have different data protection laws. By using our service, you consent to such transfers.

10. Third-Party Links

Our service may contain links to third-party websites or services. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies.

11. Do Not Track

Some browsers support "Do Not Track" signals. We do not currently respond to Do Not Track signals, but we limit tracking to what is necessary to provide and improve our service.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email, through our service, or by posting a notice on our website. The "Last updated" date at the top indicates when the policy was last revised. Your continued use of the service after the effective date of changes constitutes acceptance of the updated policy. If you do not agree to changes, you must discontinue use of the service.

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:

Hello Gloria Inc.

Email: welcome@hello-gloria.com

Address: North Carolina, USA