How HelloRemind Keeps Your Family's Data Safe and Private

When you trust a service with information about your loved one’s medications, health routines, and daily activities, you deserve complete transparency about how that data is protected.

At HelloRemind, privacy and security shape how every part of the service is built. Here’s exactly how we keep your family’s information safe.

What Information We Collect

Here’s everything we collect and why:

Information You Provide

Account Information:

• Your name and email address
• Phone number (optional, for account security)
• Payment information (processed securely through Stripe; we never see your full credit card number)

Recipient Information:

• Name of the person receiving reminders
• Their phone number
• Reminder schedules and messages

Why we need this: To deliver reminders to the right person at the right time and to communicate with you about your account.

Information We Automatically Collect

Service Usage Data:

• When reminder calls are delivered
• Whether calls are answered or go to voicemail
• How long calls last
• Which reminders are active or paused

Technical Information:

• IP address and browser type (for security)
• Device information (to optimize the user experience)
• Log data (for troubleshooting and system monitoring)

Why we need this: To ensure reminders are delivered reliably, troubleshoot problems, and improve our service.

What We DON’T Collect

We deliberately avoid collecting:

• Social Security numbers
• Detailed medical records or diagnoses
• Precise location data beyond timezone for scheduling
• Audio recordings of reminder calls (we deliver pre-scheduled messages but don’t record responses)
• Browsing history outside of our service

We follow the principle of data minimization: if we don’t need it, we don’t collect it.

How We Protect Your Data

Encryption, and exactly where it applies

Data in Transit: Everything sent between your device and our servers, and between our servers and the providers that deliver your reminders, is encrypted with TLS 1.2 or newer.

Data at Rest: Phone numbers are encrypted in our database. Audio, the data exports you request, and our daily backups are held in storage that encrypts every object with AES-256, and each backup is also encrypted to a key our servers do not hold.

What is not encrypted at rest: reminder titles and messages, and recipient names, are stored readable so the service can schedule, search and speak them. They are protected by account isolation, limits on what our staff can see, and an audit trail of every staff view. Our security page keeps the full, current list.

Layered Safeguards

We protect your family’s information with:

• Administrative safeguards (access policies and controls)
• Technical safeguards (encryption, authentication, audit trails)
• A named list of every provider that handles your data, in our privacy policy

Secure Infrastructure

Cloud Hosting: We run on established cloud providers with:

• Redundant backups of your data
• Regular security patches and updates
• DDoS protection at the network edge

Access Controls:

• Multi-factor authentication for all team accounts
• Least-privilege access: nobody sees data they don’t need
• Audit logs of access to customer data

Payment Security

We use Stripe, a PCI DSS Level 1 certified payment processor (the highest security standard).

What this means:

• Your credit card information never touches our servers
• Stripe handles all payment data according to banking industry standards
• We only store a tokenized reference to your payment method

How We Use Your Data

We use your information only for purposes that directly benefit you:

Primary Uses

1. Deliver reminder calls: Schedule and execute reminder calls to your loved one
2. Send notifications: Alert you when reminders are delivered or missed
3. Customer support: Help you troubleshoot issues or answer questions
4. Billing: Process payments and send receipts
5. Service improvements: Analyze usage patterns to improve reliability and features

What We DON’T Do

We NEVER:

• Sell your data to third parties
• Share your information with advertisers
• Use your data to train AI models
• Send marketing emails to reminder recipients
• Share information with anyone without your explicit consent (except as required by law)

Your Privacy Rights

You have complete control over your data:

Access and Portability

• View your data: Access all information we have about you at any time
• Export your data: Download your information in a standard format
• Update information: Correct or modify any information we have

Deletion

• Delete specific reminders: Remove individual reminders without affecting others
• Delete recipient data: Remove a recipient from your account
• Delete your entire account: Permanently delete all your data from our systems

When you delete your account:

• All reminders immediately stop
• Your data is permanently removed from our active systems within 30 days
• Database backups that still contain it age out within 45 days

Communication Preferences

• Control notifications: Choose how and when you receive alerts
• Opt out of marketing: Unsubscribe from promotional emails (service-critical emails will still be sent)
• Communication method: Choose how alerts reach you

Data Retention

We keep your data only as long as necessary:

• Active accounts: Data is retained while your account is active
• Inactive accounts: If you stop using our service, we’ll delete your data after 12 months of inactivity
• Deleted accounts: Data is permanently removed within 30 days
• Legal requirements: Some data may be retained longer if required by law (e.g., financial records)

Third-Party Services

We work with carefully vetted third parties:

Who We Share Data With

Telephony providers: To deliver reminder calls (secure, encrypted connections) Payment processor: Stripe, for billing (PCI DSS compliant) Cloud infrastructure: Established hosting providers Analytics: Privacy-focused analytics (Cloudflare Web Analytics: no cookies, no personal data tracking)

What We Require

All third parties must:

• Sign data processing agreements
• Meet our security standards
• Use data only for specified purposes
• Delete data when services end

Incident Response

Despite our best efforts, no system is 100% secure. If a data breach occurs:

Our Commitment

1. Immediate investigation: Identify scope and impact
2. Contain the breach: Stop unauthorized access immediately
3. Notify affected users: Alert you promptly about what happened
4. Provide guidance: Explain what happened and what you should do
5. Prevent recurrence: Implement fixes to prevent similar breaches
6. Transparency report: Publish details about what happened and how we responded

Privacy by Design

Security and privacy are embedded in our development process:

• Security reviews: New features undergo security assessment before launch
• Principle of least privilege: Systems and team members have access only to data they need
• Regular updates: We monitor and update our security measures as the service grows

Compliance and Standards

HelloRemind complies with:

• GDPR (General Data Protection Regulation, for EU users)
• CCPA (California Consumer Privacy Act)
• PCI DSS (Payment Card Industry Data Security Standard, through Stripe)

HelloRemind isn’t a healthcare provider, so HIPAA doesn’t apply to us directly, and we are not a business associate: we don’t sign Business Associate Agreements, and our terms don’t allow hospitals, home health agencies or other covered entities to put patient information into HelloRemind. But because families use it for medication schedules and daily routines, we design our data handling to follow HIPAA’s security safeguards anyway.

Transparency and Accountability

We believe in being open about our privacy practices:

• Clear, readable privacy policy (not legal jargon)
• Regular updates about how we handle data
• Responsive privacy team that answers questions
• Public commitment to user privacy

Questions or Concerns?

If you have questions about privacy or security:

• Read our full Privacy Policy: View policy
• Contact our privacy team: [email protected]
• Report security issues: [email protected]
• General support: Contact us

We take every question seriously and typically respond within 24 hours.

In short

We treat your family’s information the way we’d want our own family’s data treated.

When you choose HelloRemind, you’re choosing a service that:

• Collects only necessary data
• Encrypts it in transit, and tells you exactly what is encrypted at rest
• Never sells or shares it without permission
• Gives you complete control
• Explains its practices in plain language

Your loved one’s safety and your peace of mind shouldn’t come at the cost of privacy. With HelloRemind, you don’t have to choose.

Try HelloRemind free for 14 days and see how secure, private reminder calls work for your family.

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More questions about privacy? Contact our team or read our detailed Privacy Policy.