Hello Family

Legal

Privacy Policy

Last updated: June 19, 2026

This Privacy Policy explains how Hello Family (“Hello Family,” “we,” “us,” or “our”) collects, uses, discloses, and safeguards personal information when you use our services, including our Amazon Alexa skill, our outbound phone companion, our website at hellofamily.ai, and the associated family web application and messaging integrations (together, the “Service”). It also describes the choices and rights you have regarding your information.

Hello Family provides a warm voice companion for older adults and a way for their family members to stay connected by sending updates, hearing replies, and sharing memories. Please read this Policy carefully. By using the Service, you agree to the practices described here. If you do not agree, please do not use the Service.

1. Who this Policy covers

The Service is used by two main groups of people, and this Policy applies to both:

  • Family members and account holders— the adults who create an account, set up a loved one’s profile, send updates, and manage the family space.
  • Loved ones (the older adult) — the person who interacts with the companion by voice through an Alexa device or a phone call.

Accounts are intended for adults (18 years or older). The Service is not directed to children. See “Children’s privacy” below.

2. Information we collect

We collect the following categories of information:

  • Account information. Name, email address, password (stored only as a secure cryptographic hash), relationship to the loved one, and your role within a family space.
  • Loved one profile.The loved one’s preferred name, location (used to localize information such as weather and local news), preferences, and notes you choose to add to personalize the companion.
  • Family updates and messages.The text, voice notes, and photos (with any captions) that family members send to be delivered to the loved one, and the loved one’s replies.
  • Voice interactions.When the loved one talks with the companion through Alexa or a phone call, we process the words spoken in that interaction (as text and, where applicable, audio) to understand the request and respond. We also generate spoken audio for the companion’s replies and for family messages.
  • Conversation memory. To make the companion personal and continuous, we store summaries and selected details from conversations (for example, topics the loved one enjoys) in an isolated personal memory layer associated with the family.
  • Account-linking and connection data. Identifiers needed to connect channels you choose to use — for example, the Alexa account-linking authorization, and the Telegram or WhatsApp chat identifiers and display names of family members who connect those channels.
  • Payment information. Subscription and billing details are processed by our payment processor (Stripe). We do not store full payment card numbers on our systems; we receive limited information such as plan, status, and the last digits of a card.
  • Device, log, and usage information. Technical data such as IP address, browser type, request logs, timestamps, and how the Service is used, collected to operate, secure, and improve the Service.
  • Communications. Messages you send to our support or that we send to you, including email notifications.

3. How we use information

We use personal information to:

  • Provide, operate, and maintain the Service and its core features;
  • Deliver family updates to the loved one in a warm spoken form, hold a natural conversation, and capture replies for the family;
  • Personalize the companion using the loved one’s profile and conversation memory;
  • Answer requests for current information (such as weather or news) the loved one asks about;
  • Process subscriptions, payments, and account management;
  • Protect the safety and security of users — including screening messages so that sensitive or unsafe content (for example, requests for financial or account details) is not read aloud to the loved one;
  • Communicate with you about the Service, respond to requests, and send service-related notices;
  • Monitor, troubleshoot, analyze, and improve the Service;
  • Comply with legal obligations and enforce our Terms & Conditions.

We do not sell your personal information, and we do not use the content of family messages or conversations to serve advertising.

4. Alexa skill and voice

When you enable and link the Hello Family Alexa skill, the skill is invoked only when the loved one opens it or responds to it. We receive the request and the spoken words for that interaction in order to respond; we do not have access to recordings or activity from the Alexa device outside of interactions with our skill. Your use of Alexa is also governed by Amazon’s privacy notices and terms. You can disable the skill or unlink your account at any time from the Alexa app, and you can disconnect channels from your Hello Family settings.

5. Artificial intelligence processing

The Service uses artificial intelligence to understand conversations, transform family updates into natural spoken messages, generate the companion’s replies, synthesize speech, and look up current information you ask about. To do this, the relevant content of an interaction is processed by trusted AI service providers acting on our behalf (see “Service providers” below). AI-generated responses may occasionally be inaccurate or incomplete and should not be relied upon as professional, medical, legal, or financial advice. Current information the companion looks up (such as weather, news, or any figures or prices) may not be real-time or accurate and should be independently verified before you rely on it.

6. Service providers and sub-processors

We share information with vendors and service providers who process it on our behalf, under contracts that require them to protect it and use it only to provide their services to us. These include providers of:

  • Cloud hosting and infrastructure;
  • Voice platform and account linking (Amazon Alexa);
  • AI language and web-search processing (e.g., OpenAI);
  • Text-to-speech / voice synthesis (e.g., ElevenLabs);
  • Conversation memory storage;
  • Messaging channels you connect (e.g., Telegram, WhatsApp providers);
  • Payment processing (Stripe);
  • Transactional email delivery.

We do not sell or rent personal information to third parties for their own marketing.

7. How information is shared within a family

Hello Family is designed for families to stay connected, so some information is shared among the members of a family space by design — for example, family members can see updates, the loved one’s replies, and delivery status. The loved one’s personal conversation memory is kept in an isolated layer and is not merged into the family feed. We apply sensitivity protections so that certain content is not surfaced or read aloud where that would be inappropriate.

8. Legal and safety disclosures

We may disclose information when we believe in good faith it is necessary to:

  • Comply with applicable law, regulation, legal process, or governmental request;
  • Enforce our Terms & Conditions and other agreements;
  • Detect, prevent, or address fraud, security, or technical issues, or protect the rights, property, or safety of our users, the public, or Hello Family;
  • Carry out a merger, acquisition, financing, or sale of assets, in which case information may be transferred subject to this Policy.

9. Data retention

We retain personal information for as long as needed to provide the Service, comply with our legal obligations, resolve disputes, and enforce our agreements. When information is no longer required, we delete or de-identify it. You may request deletion of your account and associated data as described below; some records may be retained where required by law or for legitimate business purposes (such as financial records).

10. Security

We use technical and organizational measures designed to protect personal information, including encryption in transit, encryption of secrets at rest, access controls, and isolation of the loved one’s personal memory. No method of transmission or storage is completely secure, so we cannot guarantee absolute security, but we work to protect your information and to limit access to those who need it to operate the Service.

11. Your rights and choices

Depending on where you live, you may have the right to:

  • Access the personal information we hold about you;
  • Correct inaccurate information;
  • Delete your account and associated personal information;
  • Object to or restrict certain processing, and withdraw consent where applicable;
  • Receive a copy of certain information in a portable format;
  • Disconnect channels, unlink the Alexa skill, or cancel your subscription at any time.

Residents of the European Economic Area and the United Kingdom have rights under the GDPR/UK GDPR, and residents of California have rights under the CCPA/CPRA, including the right not to be discriminated against for exercising them. We do not “sell” or “share” personal information as those terms are defined under California law. To exercise any right, contact us using the details below; we may need to verify your identity before acting on a request.

12. International data transfers

We may process and store information in countries other than the one in which you live, including the United States. Where required, we use appropriate safeguards for international transfers. By using the Service, you understand that your information may be transferred to and processed in those locations.

13. Children’s privacy

The Service is intended for adults and is not directed to children under 13 (or the equivalent minimum age in your jurisdiction). We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take steps to delete it.

14. Health, emergencies, and sensitive topics

Hello Family is a companionship and family-connection product. It is not a medical device, does not provide medical advice, and is not a substitute for professional medical advice, diagnosis, or treatment, nor is it an emergency or monitoring service. The companion will not make medical claims and will gently steer health concerns toward family or a clinician. In an emergency, always contact local emergency services directly.

15. Changes to this Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the “Last updated” date above and, where appropriate, provide additional notice. Your continued use of the Service after changes take effect constitutes acceptance of the updated Policy.

16. Contact us

If you have questions about this Privacy Policy or our handling of personal information, or to exercise your rights, contact us at:

Hello Family
Contact: hello@hellofamily.ai
Web: https://hellofamily.ai