Privacy Policy

Who we are

Elderly is operated by Elderly, Inc., a Delaware corporation. You can reach a human at hello@callelderly.com. Elderly is available in the United States only.

The two people in every account

Almost every account involves two people, and they are not treated the same way:

What we collect

From the family member

• Name, email address, and phone number.
• Password (stored only as a one-way hash) or, if you sign in with Google, your Google account email and name. We never receive your Google password.
• What you tell us about the older adult when setting up: their name, phone number, time zone, preferred call times, and any context you want the calls to include (interests, family names, health topics to avoid).
• A few optional answers when you sign up: what made you start looking, whether the older adult lives alone, their age range (not their birth date), who usually checks in on them, and how you heard about us. You can skip all of them. Our team uses them to prepare the first calls and to understand which families we help most.
• Requests you make, such as asking us to bring up a specific memory or question on an upcoming call.
• Payment records. Card numbers are handled by Stripe and never reach our servers.

From the calls

• An audio recording of each call, and a written transcript of it. Every call, not a sample of them.
• Call metadata: date, time, length, whether the call was answered, and by whom (person or voicemail).
• A short written summary of each call, generated automatically from the transcript, plus flags for things worth your attention (for example: they mentioned pain, or they sounded down).
• Voice wellness readings, only if you switch them on. With voice wellness on (it comes with the Complete Care plan), four readings from the older adult's voice on each analyzed call: stress, mood, energy and overall wellness, and the weekly trend built from them, plus memory-and-thinking signals shown to you as a trend across several calls. They come from Canary Speech, and the section on voice wellness below says exactly what is sent and what comes back.

From the website

• A count of visits, made by us, without cookies and without knowing who you are. When you open a page, your browser tells our own server which page it was, the link that brought you (if any) and the name of the site that sent you, whether you use a phone or a computer, your screen size, language and time zone, how long the page was on screen and how far you scrolled, where on the page you click and the label of what you clicked (never anything you type), and which steps of the sign-up you reached. To count a visit once, your browser keeps a random number only while the tab is open, and the date of your last visit. Our hosting provider adds an approximate location (country, state and city) from the network; we never store your IP address. None of this is linked to an account, and none of it goes to anyone else: there is no third-party analytics product, no tag manager, no advertising tracker and no cookie set by us. The typefaces are served from this website too, so opening a page tells no other company anything about you.
• The plan you build stays in your own browser. While you build a plan on the home page, your browser remembers it (in its local storage, not a cookie) so it is still there if you then sign in with Google. It is never sent to us until you create an account, it is deleted once the plan is saved, and it expires after 30 days. Clearing your browser's site data removes it.
• Which link brought you, kept in your browser until you sign up. If you arrive through one of our links (an event, a partner, an ad, a friend's link), your browser notes which one, the page you landed on, the name of the site that sent you (never the full address), how many visits and pages it took, your time zone and whether you use a phone or a computer. It stays in your browser's local storage, not a cookie, and nothing is sent while you only read. If you create an account or ask Ana to call you, it is sent with it so we know which of our efforts reach families. We never record ad click identifiers. Discount codes are never stored or filled in for you: you type yours when you create the account, and it only reaches us then. Clearing your browser's site data removes it.
• What you type into a form, if you type into one. The "Let Ana call me now" form is the only one, and it has its own section below.
• On the login page, Google's sign-in script loads with the page, not when you press the button. That is how it draws the button. It can leave a Google cookie in your browser even if you never sign in with Google and use your email and password instead.

Consent from the older adult

On the very first call, before anything is stored as part of their profile, Ana says plainly that the calls are recorded and that a note goes to their family, and asks whether that is alright. Their answer is recorded and kept as part of the account.

The very first call of all is with you, not with them: the setup call, where you tell us who they are. It is recorded and transcribed like every other call, OpenAI turns it into the draft profile you then confirm in the portal, and it is kept as long as the rest of your calls, under the same rules.

Either person can withdraw that permission later. The older adult can say so on any call, or anyone can email us. We stop within one business day.

Voice wellness, only if you switch it on

Voice wellness is an optional reading of how the older adult sounds, not of what they say. It comes with the Complete Care plan, and even then it stays off until the account holder switches it on in the portal and gives an explicit consent there. Leaving it off changes nothing about the calls.

When it is on, this is exactly what happens:

• What we send. From the recording of each call, we separate the older adult's voice from Ana's and send only the older adult's side, as a WAV audio file, to Canary Speech. It goes without their name, phone number or any other identifying detail, under an opaque identifier that only we can link back to the account.
• What comes back. Four readings: stress (mild, moderate or severe), mood (low, good or excellent), energy (0 to 100) and overall wellness (low, medium or high). We keep the readings and build a weekly trend from them, which you see in the Voice section of the portal, in the note after a call, and in the weekly letter.
• Memory and thinking. The same analysis also produces signals about memory and thinking: whether further screening is recommended, and whether there are signs of mild changes in memory and thinking. We never show them as the result of a single call. The family sees them only as a trend across several recent calls, with a note to mention it to their doctor when the same signal repeats, and the printable report for their doctor lists them call by call. They are signals for follow-up, not diagnoses. Outputs related to Alzheimer's disease are never shown to the family; only our team can see them, to check that the service works as it should.
• What it is, and what it is not. A heads-up for follow-up, never a diagnosis. Each reading is measured against the older adult's own baseline. A single reading is never treated as an alarm. What we report is a sustained trend, and when that trend falls and stays low, we suggest raising it with their doctor. Voice wellness does not diagnose or treat any condition.
• What Canary keeps. Canary Speech does not keep data that identifies the older adult. It is HIPAA compliant and certified under HITRUST e1, ISO 27001 and ISO 42001. Under the consent you give when you switch this on, de-identified data may be used by Canary for research and to improve its algorithms.
• How to withdraw. Switch it off in the portal. That stops any further analysis and deletes the readings we hold. The older adult can also say so on any call, or anyone can email us, and we do the same.

How we use it

• To place the calls, hold the conversation, and write the note you receive afterward.
• To let the calls remember earlier conversations, so the older adult is not asked the same thing every day.
• To alert you when something in a call warrants attention.
• To build the voice wellness trend, only if you switched it on.
• To send you an email after each call with a link to that call's note.
• To bill you, support you, and keep the service running and secure.

We do not sell personal information, share it with data brokers, or use call content to advertise anything to anyone. We do not use your recordings or transcripts to train our own general-purpose AI models.

Email

Everything we send you goes to the email address on your account, which you confirm with a one-time code when you sign up. These messages, and nothing else:

• A verification code when you create your account or change your email.
• A note after each completed call, with a link that opens that call's summary inside your portal.
• An alert when a call could not be completed, or when something in a call is worth your attention the same day.
• A weekly letter on Mondays, with how the week went compared with their own recent weeks.
• A message about their calls when something needs you: a call they asked to move, a story they saved for you, their own line reaching its monthly limit.
• The invitations you send to family members from the portal, and our replies when you write to support.
• Once in a while, a service announcement when something about the calls changes: new days you can pick, a change to how the reports work. Never an offer, never a promotion.

Frequency: one email per completed call, up to seven per week depending on the schedule you chose, plus the weekly letter and the occasional verification code, alert, invitation, reply or announcement.

Text messages, only if you say yes

Text messages are optional. When you create your account, or when you verify a mobile number in your portal, there is a box you can tick to get texts from Elderly. It starts unticked, and leaving it unticked changes nothing: you can use Elderly exactly the same, and we reach you by email instead. If you tick it, we keep the date you said yes.

• What we text: an alert when something in a call with your family member needs you the same day (for example, a request that needs your approval, or a health concern they mentioned), and the verification codes you ask for.
• How often: message frequency varies. Most families get a few a month, and many none at all.
• Cost: message and data rates may apply, depending on your carrier and plan.
• To stop: reply STOP to any message, and we stop right away. Reply HELP for help, or write to hello@callelderly.com. Stopping texts does not stop the calls or close your account.

We never send marketing text messages, and we never share mobile numbers. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties. Our messaging provider (Twilio) delivers the texts on our behalf and uses your number only to do that.

What the website sends us

Reading the site sends our own server the anonymous visit count described above, and nothing else: no third-party analytics, no tracker and no cookie of ours. The only way this website sends us anything about you is if you fill in a form, and there are two.

The Parent Stage Assessment

The free assessment at callelderly.com/assessment works out the results in your browser. When you see them, we keep your answers and the result (the stage, how safe things look and which steps we suggested) so we can see how families use it. We do not keep your parent's name or anything that says who you are at that point.

If you ask for the full plan, we also keep your first name, your email address and your parent's first name, and we email you the plan. If you type your siblings' email addresses, each of them gets that one email; we do not keep their addresses or add them to anything. If you ask for text reminders, we keep your mobile number and your consent, with the date. It is optional and unticked by default. The assessment is a guide for families, not a medical assessment. To have any of it deleted, write to hello@callelderly.com.

The contact form

If you write to us through the contact section, we receive your name, email address, your phone number if you gave one (it is optional), the topic you picked and your message. It arrives as an email in our inbox at hello@callelderly.com, and we use it only to answer you. It is not added to any list and we do not send you marketing. To have it deleted, write to hello@callelderly.com.

"Let Ana call me now"

When you ask Ana to call you from our website, we keep:

• Your first name and mobile number. We text a one-time code to that number so that Ana only ever calls the person who asked. We store a scrambled version of the code, never the code itself.
• Whether you ticked the box asking for text updates. The box is optional and unticked by default; Ana calls you the same either way.
• The call with Ana: its audio and transcript, and what Ana wrote down from it (your loved one's name, phone, city, the days and time that suit them, what they enjoy and anything you told her to keep in mind). We use it only to show it back to you so that you can check it and create your account.

Who else touches this data

We use a small number of vendors to run the service. Each receives only what it needs to do its job.

We may also disclose information if the law requires it, or if we believe someone is in immediate danger.

Who at Elderly can open a recording

This is the question people actually want answered, so here it is without hedging.

Afterwards is different. A small number of people who operate the service can open the recording and the transcript of a call. They do it for three reasons, and we hold ourselves to these three:

• To check a permission. The older adult gives permission out loud, on a call. When the automatic reading of that answer is not clear enough to trust, a person listens to the actual words before we call anyone again.
• To fix a call that went wrong. When a call fails or behaves badly, reading what was said is the only way to find out why.
• To answer you. When you write to support about a specific call, we look at that call.

Every one of those openings is written into our logs: which staff account opened it, which call, and when. Listening to someone's conversation is not allowed to be a silent operation here.

Beyond that, the vendors in the table above handle the audio and the text as part of doing their job. We do not sell recordings, we do not share them with anyone else, and we do not use them to train general-purpose AI models.

Who in your family can see what

The account holder can invite other family members. Invited people see the notes and call history for the older adults they were given access to. The account holder can remove anyone's access at any time, and removal takes effect immediately.

Voice notes

A family member who is allowed to add to calls can record a short voice note in the portal. We store the recording and OpenAI transcribes it, so Ana can tell your loved one what you said, in your words, on the next call. Ana does not play the recording on the call. Everyone with access to that person can listen to the voice notes the family recorded. The person who recorded a note, or the account holder, can edit the words or delete it before it is delivered.

After the message, Ana asks your loved one whether they want to send something back. Only if they say yes, we cut just their answer from the call recording and keep it for the person who recorded the note. That person is the only one who can listen to it. If they say no, nothing is kept. Voice notes and replies are deleted with the rest of that person's recordings.

Sharing with their doctor. The account holder can create a link for the older adult's doctor. It opens a page without signing in, with a summary of the calls, the health observations the notes flagged and, with the health checks, the voice readings and the memory and thinking signals. It never includes recordings or transcripts. The account holder chooses whether the link expires and can turn it off at any time; it stops working right away. We log each time the page is opened. Anyone who has the link can open it, so share it only with the doctor.

Requests Elderly takes care of

Sometimes the older adult asks for help on a call: booking or moving a doctor's appointment, a prescription refill, a ride, groceries. We write it down as a request with the details needed to do it, and we ask the account holder to approve or decline it: by text if they said yes to texts, by email, in the family portal, or through a connected AI assistant. We record who approved it and when, and nothing is done without that approval.

When you approve a request, Elderly contacts the businesses and providers needed to complete it (for example a clinic's scheduling line or a pharmacy) and shares only what's needed to do it. We keep the request, its outcome and its history with the rest of the account, and the family sees where each one stands in the portal. The older adult hears the outcome on the next call.

Connecting an AI assistant

This is optional, and only the family chooses it. You can connect Elderly to an AI assistant you already use, like Claude or ChatGPT, and ask it how your loved one is doing. Anyone in the family with access can connect one. Someone with view-only access can ask questions but cannot send messages.

The assistant receives conclusions about the calls: how many happened, the short summary of each call, mood, what came up, and anything we flagged for your attention. With health checks on, it also receives plain-language conclusions of the voice indicators and of memory and thinking, never the raw readings. It never receives transcripts or recordings, and it only sees the people you can see in the portal.

The account holder can also approve or decline a request through the assistant; we record that approval the same way as one made in the portal, with who approved it and when.

A message you send through the assistant is delivered on the next call like any other family message. If your loved one answers, the reply comes back to you.

You can disconnect an assistant anytime in Your account, in the family portal, and it loses access right away. Closing your account disconnects every assistant. We keep a short log of which tool was used and when, without the answers. What the assistant does with what it receives is covered by the AI provider's own terms and privacy policy.

How long we keep it

Recordings and transcripts

Kept while the account is active, so the calls can remember. They are not erased automatically when you stop using the service. Ask us to delete them, from your portal or by email, and we do it within 30 days. The audio is held in our own private storage. Stories saved with Memories are deleted when you delete the person or the account, and when the older adult declines to be recorded. If you have Memories, you can download their stories from the portal while the account is open.

Notes and summaries

The same.

Voice wellness readings

Kept while voice wellness is switched on. Switch it off in the portal and we delete them.

Billing records

Kept as long as tax and accounting law requires, typically seven years.

Consent recordings

They are the record that we had permission. They are deleted with the account, when you ask us to delete your data.

Your rights

Wherever you live, and regardless of whether your state has a privacy law, we will honor these requests:

Write to hello@callelderly.com and we will respond within 30 days. We will not charge you or degrade your service for asking.

If you are the older adult being called, these rights are yours too, and you do not need the account holder's permission to use them.

Security

Data is encrypted in transit and at rest. Access to the production database is limited to the people who operate the service. Full call recordings are never shown in the family portal. The audio a family can play, their Memories and voice notes, is served only to a signed-in account. Demonstration accounts follow their own written terms, agreed with the person who tries the demo. The database is backed up automatically several times an hour.

No system is perfect. If we ever have a breach that affects you, we will tell you what happened, what was exposed, and what we are doing about it.

Children

Elderly is not for anyone under 18, and we do not knowingly collect information from children.

Changes to this policy

If we change something that matters, we will email the account holder before it takes effect, and update the date at the top of this page.