Privacy Policy

1. Our role

We provide the Service to senior-care facilities (each a “Facility”). For information about prospective residents, callers, and their families, the Facility determines how that information is used and we act as its service provider and business associate. For the accounts of Facility staff who use our dashboard, we act as the controller of that account information.

2. Information we collect

• Account information. Names, work email addresses, hashed passwords, and roles of Facility staff who sign in to the dashboard.
• Intake information (on behalf of Facilities). Details submitted by prospective residents and families through a Facility’s voice or chat agent, such as name, phone number, email, level-of-care needs, insurance, message content, and call or chat transcripts and recordings. This may include health-related information.
• Technical information. Server logs, IP address, timestamps, and device and browser information used for security, reliability, and troubleshooting.

3. How we use information

• Answer, qualify, and route admissions inquiries and resident concerns.
• Send transactional email notifications to the relevant Facility staff.
• Provide, maintain, secure, and improve the Service and dashboard.
• Comply with legal obligations and enforce our terms.

4. Email notifications

We send transactional emails to Facility staff to alert them about a new admissions inquiry or resident concern. These are operational messages about a real inbound contact, not marketing or promotional email. Recipients are configured by the Facility. Staff can stop receiving notifications by updating the Facility’s settings or contacting us, and we act on all bounces and complaints.

5. Text messaging (SMS)

We send SMS text messages only to Facility staff whose mobile numbers a Facility has authorized and who have agreed to receive them. These are operational alerts about a new admissions inquiry or resident concern — not marketing. We do not send text messages to prospective residents, patients, or their families. Message frequency varies, and message and data rates may apply. Reply STOP to opt out or HELP for help at any time; we honor STOP and HELP requests automatically, and staff can also turn alerts off in the Facility’s settings.

Mobile phone numbers and SMS opt-in and consent information are never sold, rented, or shared with third parties or affiliates for marketing or promotional purposes. We share them only with the sub-processor needed to deliver the messages (our SMS carrier).

For full details on how staff opt in and opt out, see our SMS Alerts page.

6. How we share information

We share information with the Facility’s authorized staff and with the sub-processors that help us operate the Service:

• Retell AI: voice and chat agent processing.
• Amazon Web Services: hosting and email delivery.
• Google: email delivery for our domain.
• Twilio: SMS text-message delivery.
• OpenRouter: extracting public content from a Facility’s website during setup.

We do not sell personal information, and we do not share it for third-party advertising.

7. Health information and BAAs

Where we process protected health information on a Facility’s behalf, we do so under a Business Associate Agreement (BAA) and apply the administrative, technical, and physical safeguards required for that information.

8. Data retention

We retain information only as long as needed to provide the Service to the Facility and as required by applicable law. Each Facility sets a retention window for its intake information; a scheduled job automatically deletes leads, concerns, and call or chat transcripts and recordings older than that window from our database and from our voice and chat processor, after which the information is gone.

9. Security

We protect information with encryption in transit, access controls, network isolation of our database, and regular encrypted backups. No method of transmission or storage is completely secure, but we work to protect information in line with the sensitivity of the data we handle.

10. Your choices

To access, correct, or delete intake information about a prospective resident, contact the Facility that collected it, or submit a request through our data request page and we will coordinate with that Facility. For dashboard account information, contact us using the details below.

11. Children

The Service is intended for senior-care admissions and is not directed to children under 13.

12. Changes to this policy

We may update this policy from time to time. Material changes will be reflected here with a new “last updated” date.

13. Contact

Questions about this policy? Email us at avi@haivanti.com.