Privacy Policy

1. Introduction

Kindly Call ("we", "us", or "our") is committed to protecting your privacy and the privacy of your loved ones. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered check-in call service.

We comply with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and applicable state and territory privacy legislation.

2. Information We Collect

2.1 Account Information

• Your name, email address, and phone number
• Billing information (processed securely via Stripe)
• Account preferences and settings

2.2 Care Recipient Information

• Name, nickname, and phone number
• Preferred call times and days
• Health-related preferences (hearing difficulties, etc.)
• Emergency contact information
• Location (state/territory for timezone purposes)

2.3 Call Data

• Call recordings (for quality and safety purposes)
• Call transcripts and summaries
• Mood and wellness indicators detected during calls
• Call duration and connection status

2.4 Technical Information

• Device information and browser type
• IP address and general location
• Usage data and interaction with our service

2.5 Consent

When you sign up you are asked to confirm, and by using the service you consent to, each of the following. Some of this is sensitive information under the Privacy Act, and we rely on your consent to collect and use it:

• Recipient awareness: you confirm you have authority to arrange calls for the care recipient and that you will inform them that an AI service will be calling them. Where required, you are responsible for obtaining their consent to be called and recorded.
• Call recording: calls are recorded and transcribed. We ask you to let your loved one know calls may be recorded; in some states all parties must be aware of recording.
• Sensitive & health information: you consent to us collecting health-related preferences and wellbeing/mood indicators derived from calls, and to using them to deliver the service and alert your nominated contacts.
• Summaries & alerts: you consent to call summaries, wellbeing indicators and alerts being shared with the family members and emergency contacts you nominate.
• Service improvement: you consent to us using de-identified call data to improve our voice and AI services and quality. You can object to this use at any time by contacting us, and we will stop using your data for that purpose.

You may withdraw your consent at any time by contacting us (this may mean we can no longer provide the service).

3. How We Use Your Information

We use the collected information to:

• Provide and maintain our check-in call service
• Personalise calls to your loved one's preferences
• Generate wellness reports and summaries for family members
• Detect potential emergencies and send alerts
• Process payments and manage subscriptions
• Improve our AI voice technology and service quality
• Send service updates and important notifications
• Respond to customer support enquiries
• Comply with legal obligations

4. Data Storage and Security

4.1 Where Your Data Is Stored and Processed

Our primary database is hosted in Australia (Sydney). However, delivering the service relies on trusted third-party providers, some of which are located overseas (mainly the United States). When we disclose information to an overseas provider we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles (APP 8). The categories of providers and where they process data are:

This list may change as our service evolves; we will keep this policy up to date. We do not sell your data, and we only share it with these providers to the extent needed to run the service.

4.2 Security Measures

We take security seriously and apply industry-standard measures, including:

• Encryption of data in transit (HTTPS/TLS) and at rest, using our infrastructure providers' standard encryption
• Access controls, authentication, and least-privilege access to personal data
• Reputable, security-certified infrastructure providers (e.g., AWS, Cloudflare, Stripe)
• Secure backups and recovery procedures

No method of transmission or storage is completely secure, so we cannot guarantee absolute security. If you believe you have found a security issue, please email [email protected] so we can investigate (responsible disclosure — please give us a reasonable chance to fix it before disclosing publicly).

4.3 Data Retention

We retain your personal information for as long as your account is active or as needed to provide our services. Call recordings are retained for 90 days unless you request earlier deletion. Upon account cancellation, we delete your data within 30 days, except where retention is required by law.

5. Information Sharing

We do not sell, trade, or rent your personal information. We may share information with:

• Service Providers: Trusted third parties who assist in operating our service (e.g., cloud hosting, payment processing, SMS services)
• Emergency Services: When we reasonably believe there is an imminent risk to the health or safety of your loved one
• Legal Requirements: When required by law, court order, or government request
• Family Members: Authorised family members on your account can access call summaries and wellness reports

6. Your Rights

Under Australian privacy law, you have the right to:

• 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 requirements)
• Complaint: Lodge a complaint with the Office of the Australian Information Commissioner (OAIC) if you believe your privacy has been breached

To exercise these rights, contact us at [email protected]

7. Cookies and Tracking

We use essential cookies to maintain your session and preferences. We do not use third-party advertising cookies. You can control cookie settings through your browser, but disabling essential cookies may affect service functionality.

8. Children's Privacy

Our service is designed for adult caregivers managing care for elderly loved ones. We do not knowingly collect information from children under 18. If you believe we have inadvertently collected such information, please contact us immediately.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by email and by posting the updated policy on our website. Your continued use of our service after such changes constitutes acceptance of the updated policy.

10. Contact Us

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