Privacy Policy

1. Introduction

Avenora LLC ("Company," "we," "us," or "our"), a Pennsylvania limited liability company, operates the AvenoraCall service. We are committed to protecting your privacy and the privacy of your loved ones who use our Service.

This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our AI-powered calling service designed to help families stay connected with elderly loved ones.

Important: Given the sensitive nature of our Service (AI calls to elderly individuals), we take data protection extremely seriously. Please read this policy carefully to understand our practices regarding your information.

2. Information We Collect

2.1 Information You Provide

• Account Information: Name, email address, password, and billing information when you create an account
• Care Recipient Information: Name, phone number, timezone, language preference, and preferred calling times of the person receiving calls
• Personalization Data: Interests, hobbies, health conditions, and other information you provide to personalize calls
• Emergency Contacts: Names and phone numbers of emergency contacts you designate
• Payment Information: Credit card or other payment details (processed securely through Stripe)

2.2 Information Collected Automatically

• Call Data: Call duration, timestamps, call status, and technical call quality metrics
• AI-Generated Summaries: Summaries of calls generated by our AI system (we do NOT record calls)
• Usage Data: How you interact with our website and dashboard
• Device Information: Browser type, IP address, device identifiers, and operating system
• Cookies and Tracking: Information collected through cookies and similar technologies

2.3 Sensitive Information

Our Service may incidentally collect sensitive information during calls, including:

• Health-related information shared during conversations
• Emotional state and well-being indicators
• Daily activities and routines
• Personal stories and memories

We handle all such information with the highest level of care and confidentiality.

3. How We Use Your Information

We use collected information to:

• Provide the Service: Make AI calls, generate summaries, and deliver reports to you
• Personalize Calls: Tailor conversations to the care recipient's interests and preferences
• Ensure Safety: Detect and respond to potential emergencies or concerning situations
• Improve Service Quality: Enhance our AI's conversational abilities and accuracy
• Process Payments: Handle subscription billing and payment processing
• Communicate: Send you summaries, alerts, and service-related notifications
• Provide Support: Respond to your inquiries and troubleshoot issues
• Comply with Law: Meet legal obligations and respond to lawful requests
• Prevent Fraud: Detect and prevent fraudulent or unauthorized use

4. AI and Automated Processing

Our Service uses artificial intelligence to conduct calls and process information:

• Conversational AI: Powers the phone conversations with care recipients
• Speech Processing: Converts speech to text and text to speech
• Sentiment Analysis: Detects emotional state and potential concerns
• Summary Generation: Creates call summaries and wellness reports
• Emergency Detection: Identifies potential emergency situations

Human Oversight: While our AI operates autonomously during calls, human review is available for quality assurance and when concerns are flagged.

5. How We Share Information

We may share your information in the following circumstances:

5.1 Service Providers

We work with trusted third parties who help us operate our Service:

• Retell AI: Powers our conversational AI and telephony
• Twilio: Provides phone call infrastructure
• OpenAI: Provides AI language models
• Stripe: Processes payments securely
• Supabase: Hosts our database infrastructure
• Vercel: Hosts our web application

These providers are contractually bound to protect your data and use it only for providing services to us.

5.2 Emergency Situations

We may share information with emergency services, designated emergency contacts, or healthcare providers if we detect a potential emergency or serious health concern during a call.

5.3 Legal Requirements

We may disclose information when required by law, court order, or government regulation, or to protect our rights, property, or the safety of our users.

5.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred. We will notify you of any such change.

5.5 What We DO NOT Do

• We do NOT record calls
• We do NOT sell your personal information
• We do NOT use your data for targeted advertising
• We do NOT share data with data brokers

6. Data Retention

Important: We do NOT record calls. We only retain AI-generated summaries.

We retain your information for the following periods:

• Account Data: Until you delete your account, plus 30 days for backup purposes
• Call Summaries: Indefinitely while your account is active; 30 days after account deletion
• Payment Records: 7 years, as required by tax and financial regulations
• Usage Logs: 12 months for security and debugging purposes

You may request deletion of specific data by contacting us at privacy@avenoracall.com.

7. Data Security

We implement comprehensive security measures to protect your information:

• Encryption: All data is encrypted in transit (TLS 1.3) and at rest (AES-256)
• Access Controls: Strict role-based access to sensitive data
• Infrastructure Security: SOC 2 compliant cloud infrastructure
• Regular Audits: Periodic security assessments and penetration testing
• Employee Training: All team members trained on data protection
• Incident Response: Documented procedures for security incidents

While we use commercially reasonable security measures, no method of transmission or storage is 100% secure. We cannot guarantee absolute security.

8. 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
• Portability: Request your data in a portable format
• Restriction: Request limitation of processing in certain circumstances
• Objection: Object to processing based on legitimate interests
• Withdraw Consent: Withdraw consent where processing is based on consent

To exercise these rights, contact us at privacy@avenoracall.com. We will respond within 30 days.

9. California Privacy Rights (CCPA/CPRA)

California residents have additional rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA):

• Right to Know: What personal information we collect, use, and disclose
• Right to Delete: Request deletion of personal information
• Right to Correct: Request correction of inaccurate information
• Right to Opt-Out: Opt out of sale or sharing of personal information (we do not sell your data)
• Right to Limit: Limit use of sensitive personal information
• Non-Discrimination: Not be discriminated against for exercising your rights

Categories of Information Collected: Identifiers, contact information, commercial information, internet activity, audio information, and inferences drawn from the above.

To make a request, email privacy@avenoracall.com. You may designate an authorized agent to make requests on your behalf.

10. Health Information Notice

Important: AvenoraCall is not a healthcare provider and is not subject to HIPAA (Health Insurance Portability and Accountability Act). However, we recognize that health-related information may be discussed during calls.

We treat all health-related information with care and confidentiality, but our Service is not intended for medical purposes. Call summaries are not medical records and should not be relied upon for medical decisions.

If you are a covered entity seeking to use our Service, please contact us to discuss appropriate arrangements.

11. Children's Privacy

Our Service is not intended for children under 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately at privacy@avenoracall.com, and we will delete it.

12. International Data Transfers

Our Service is operated in the United States. If you are accessing from outside the US, please be aware that your information will be transferred to, stored, and processed in the United States where our servers are located.

By using our Service, you consent to this transfer. We ensure appropriate safeguards are in place when transferring data internationally.

13. Cookies and Tracking

We use cookies and similar technologies to operate our Service:

• Essential Cookies: Required for authentication and security
• Functional Cookies: Remember your preferences
• Analytics Cookies: Help us understand how you use our Service

For more details, see our Cookie Policy.

14. Third-Party Links

Our Service may contain links to third-party websites. We are not responsible for the privacy practices of these sites. We encourage you to read their privacy policies.

15. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email and/or by posting a notice on our Service. Your continued use after changes constitutes acceptance of the updated policy.

16. Contact Us

If you have questions about this Privacy Policy or our privacy practices:

17. Data Protection Contact

For privacy-related concerns or to exercise your rights, contact our data protection team at privacy@avenoracall.com. We aim to respond to all requests within 30 days.