Privacy Policy

What we collect

When you fill in our care request form, we collect only what we need to match you with an agency:

• the kind of help needed, the hours or schedule, and the start date;
• the location where care is needed (city or ZIP code);
• who the care is for (for example, a parent or yourself) and a confirmation that care will be paid privately;
• your name, mobile phone number and email address, so we can reach you;
• your choice about receiving calls and email from us.

We do not ask for medical records, diagnoses or insurance details. When you talk with an agency through us, we keep the relayed emails and call records of that conversation. Our website also records basic technical data (such as IP address and browser type) to keep the service secure.

Why we use it

• to find agencies with open capacity that fit your request and show you up to three matches;
• to run the private conversation between you and the agency you pick;
• to call and email you about your care request, if you agreed to it;
• to measure the quality of agency conversations so we can bill agencies fairly;
• to prevent fraud and abuse and to meet legal obligations.

Your contact details stay private: the masked relay

When you pick an agency, you talk through a masked phone number and a masked email address that we provide: calls to the masked number and emails to the masked address reach the other side. The agency does not see your real phone number or email address while you get to know each other. We never text you, and the relay carries no texting.

When we share your information

We share your direct contact details (name, phone number and email) with an agency only when you say yes to a next step with that agency. Your yes is your consent for us to share them with that one agency, the one you chose, and no one else. That agency pays us a fee for the introduction; the service is free for families.

We do not sell your personal information. We also share information:

• with service providers that process it for us under contract, listed below;
• when the law requires it, or to protect the safety of a person or our service;
• with a buyer or successor if our business is sold or merged, under this same policy.

Calls and email

We contact you only by phone call and email, and only if you agreed on our care request form. Calls may be autodialed, prerecorded or made by an AI voice assistant. We never text you.

Your phone number and your consent to calls are never shared with third parties or affiliates for marketing or promotional purposes. Apart from the one agency you say yes to, as described above, information is shared only with the service providers below to deliver our service.

Service providers we use

• Cloudflare: hosting, our database and the masked email relay.
• Plivo: the masked phone number and relayed calls.
• Stripe: payment processing for agencies (families never pay us).
• AI scoring provider: automated scoring of agency conversations to set the fee an agency pays.

These providers may use your information only to provide their service to us.

How long we keep it

We keep care requests, relayed emails and call records for 12 months after your last activity, then delete them. Billing records an agency needs may be kept longer where the law requires.

Your choices and deletion requests

You can ask us to see, correct or delete your information at any time by emailing support@getconcierge.io. We will respond within 30 days. You can stop our calls and emails at any time by saying so on a call or by emailing us.

Security, children and changes

We protect your information with encryption in transit, access controls and minimal data collection. Our service is for adults; we do not knowingly collect information from children under 13. If we change this policy, we will post the new version here with a new effective date.

Contact us

Grayscale Digital LLC (d/b/a Concierge), support@getconcierge.io.