Privacy Policy

The short version

• We do not sell your personal, health, or caregiving information.
• We do not share it with advertisers or use it for cross-context behavioral advertising.
• Most caregiving information is visible only to the Care Crew members you choose. Some features, such as your personal wellbeing check-ins and private messages, have narrower access.
• We use service providers to run the app, store data, deliver notifications, process scans and voice notes, and provide support. They may process information only for the services they provide to us.
• You can access, correct, export, or request deletion of information as described below.

1. Who We Are and What This Policy Covers

Handled with Care ("Handled with Care," "we," "us," or "our") is a consumer caregiving coordination service that helps families, friends, and other caregivers organize and share information related to the care of an adult loved one.

This Privacy Policy explains what information we collect, why we use it, who may receive it, how long we keep it, and the choices and rights available to you.

Most health and caregiving information in the app is about the person receiving care (the "Care Recipient"), even when that person does not have a Handled with Care account. This policy covers both account-holder information and information about a Care Recipient.

2. Information We Collect

We collect information that you or other authorized Care Crew members enter, upload, or create, along with limited technical information needed to operate and protect the Service.

Account and Profile Information

• Name, email address, phone number, profile photo, relationship to the Care Recipient, caregiving role, the days you are available to help, account settings, and authentication information.
• Consent choices and the version of the Privacy Policy or other terms you acknowledged or agreed to.
• Basic technical and security information, such as device type, operating system, app version, IP address recorded with sign-ins, time zone, notification settings, the device address used to deliver notifications, crash or performance information, security events, and activity needed to protect the Service.

Care Recipient Health and Caregiving Information

• The Care Recipient's full name, date of birth, and notes on how to communicate with them, such as "hard of hearing on the left."
• Conditions, allergies, medications, medication schedules, changes to medications, doses given or missed, and related medication history.
• Vitals and care measurements you choose to enter, such as blood pressure, pulse, temperature, weight, oxygen level, and blood sugar.
• Care Journal entries, including mood, pain, symptoms, notes, and photos.
• Care-level assessments and other information used to help the family understand current care needs.
• Appointments and visits, including dates, providers, addresses, questions, visit notes, and care-related reminders.
• Care contacts, such as doctors, pharmacies, emergency contacts, and other care-team contacts.
• Rides and transportation details, including a driver or transportation company name, phone number, confirmation number, and notes.
• The Care Recipient's code status, such as Full Code, DNR, or POLST on file, and where the signed form is kept.
• Care instructions and routines, such as "What Do I Do If..." instructions, daily routines, and how-to notes for tasks.
• The Legal Docs checklist, including whether healthcare documents such as a healthcare power of attorney, living will, POLST, or HIPAA authorization are in place and where the signed originals are kept.

Documents, Photos, and Files

• Documents stored in the app, including insurance cards, advance directives, medical or care documents, receipts, and other files you choose to upload.
• Files and photos attached to tasks, appointments, Care Journal entries, or other shared records.
• Photos of a medication label or a printed medication list, and receipt photos, used with scanning features.
• Photos of a medication label or pill that you attach to a medication for reference. These are stored with the medication and are not sent to an AI provider.
• The Care Recipient's photo, a short profile or "about" line, and information added to "Getting to know" or similar profile features.

Photos taken or selected in the app are re-saved before upload so embedded location and other camera metadata can be removed. Handled with Care does not use these photos to track your location.

Expenses

Care costs you record in the Expense Tracker, such as the amount, date, merchant, category, who paid, and receipt photos.

Your Own Wellbeing Information

• Weekly mood or wellbeing check-ins.
• Burnout check-in answers, scores, results, and any crisis or concern flag generated from those answers.

Your personal wellbeing check-ins are private to you and are not visible to other Care Crew members.

Messages, Reminders, and Care Crew Activity

• Care Crew messages, private messages, comments, notes, and shared updates.
• Tasks, reminders, notifications, and activity records needed to support app features.
• Break or away-mode information, including dates, who covers for you, handoff lists, and urgent messages sent during a break.
• A limited record of photo scans, including who used a scan and when, to apply fair-use limits. The scan-count record does not contain the photo or scan result.
• Invitation links, including who created one and who used it.
• Messages you send through Send Feedback, along with the app version, screen, and phone type.

Privacy Requests

Privacy requests you submit, including your name and email address, what you asked for, and, if you make a request for someone else, that person's name and your relationship to them.

3. How We Use Information

We use information only for purposes connected to providing, protecting, and improving Handled with Care. This includes:

• Operating the features you choose to use, such as medication tracking, calendars, care notes, document storage, messaging, reminders, wellbeing check-ins, expense tracking, and care coordination.
• Showing shared caregiving information to the Care Crew members who are authorized to see it.
• Providing features you specifically request, such as scanning a photo, transcribing a voice note, sending a notification, or creating a calendar link.
• Protecting accounts and the Service, preventing fraud or abuse, enforcing limits, troubleshooting, and maintaining reliability.
• Providing customer support and responding to privacy or account requests.
• Improving the Service using aggregated or de-identified information where appropriate.

We do not use your family's private health, caregiving, or financial information to build advertising profiles or to make unrelated decisions about you.

4. Who Can See Information in a Care Crew

Information you add to shared Care Crew areas may be visible to authorized members of that Care Crew. You decide whom to invite, and access may change if someone leaves, is removed, or has permissions changed.

Some information has narrower access:

• Your personal wellbeing and burnout check-ins are visible only to you.
• Private messages are visible only to the people in that conversation while they have access under the Service rules.
• "Just me" reminders notify only you. Other Care Crew members can see that one is set and its scheduled time, but they cannot change or remove it.
• Your in-app notifications are visible only to you.
• Each member's phone number is visible only to that member unless they turn on "Show My Number to the Care Crew."
• Account and security records are used internally as needed to operate and protect the Service.

5. We Do Not Sell or Use Your Information for Advertising

We do not sell your personal information, health information, Care Recipient information, or caregiving information.

We do not share your information for cross-context behavioral advertising, and we do not use third-party advertising SDKs to track you across unrelated apps or websites.

If Handled with Care is involved in a merger, acquisition, financing, reorganization, or sale of assets, information may be transferred as part of that transaction only as permitted by law and subject to applicable privacy protections. We will provide notice when required.

6. Service Providers That Help Us Run the Service

We use service providers to run Handled with Care. They may process information only as needed to provide services to us and subject to applicable contractual and legal requirements.

• Netlify: hosting and scheduled app functions.
• Supabase: database, file storage, authentication, and backups.
• Anthropic (Claude): reads certain photos you choose to scan and may tidy text from voice-note transcripts.
• OpenAI (Whisper): converts voice recordings into text for the voice-note feature.
• Resend: sends account, sign-in, and privacy-request emails; the weekly "Week Ahead" email (counts only, with no names, medications, or other details); messages sent through Send Feedback to our support address; and service alerts.
• Namecheap Private Email and Google Gmail: receive and process messages sent to our support and privacy email addresses.
• Apple, Google, Microsoft, or Mozilla push-notification services: route notifications to your device.
• Google Fonts: provides fonts used by our web pages and may receive routine technical information such as an IP address.

Our active AI service providers include Anthropic (Claude) and OpenAI (Whisper), as listed above. They process information only to perform the feature you requested.

When you use an AI scanning feature, the app sends the selected medication-label or printed medication-list image, or receipt image, to the service needed to read it. Photos of a medication label or pill that you attach for reference are stored with the medication and are not sent to an AI provider. When you use a voice note, the recording is sent for transcription and the transcript may be sent for text cleanup. The app does not save the recording or transcript unless you choose to save the resulting note.

Our AI providers may keep the information sent to them for up to 30 days for safety and abuse monitoring, then delete it. Our settings with them do not allow your information to be used to train their AI models.

7. Notifications and Device Services

If you enable notifications, Handled with Care uses the push-notification service provided by your device or browser. Notification contents are encrypted in transit.

By default, lock-screen notifications use general wording, such as "A medication reminder needs your attention," rather than showing sensitive details. If you choose to show more detail in your settings, those details may appear on your device's lock screen.

8. Calendar Links and Sharing You Choose

Some features share information outside Handled with Care only when you choose to turn them on.

For example, if you create a private calendar link, the link may show appointment titles, providers, locations, and notes to anyone who has the link and to the calendar service where you add it, such as Google, Apple, or Outlook.

Before a calendar link is created, we show you what information the link can expose and ask you to confirm. You can turn the link off or replace it at any time.

If you print or save the fridge sheet or emergency summary, it includes the Care Recipient's medications, allergies, conditions, code status, and emergency contacts. Once printed or saved, that copy is outside Handled with Care.

9. AI-Assisted Features

AI-assisted features are optional. Where the app asks for permission before first use, you may choose not to use that feature.

AI may be used to read a medication label or printed medication list, read a receipt, transcribe a voice note, or clean up text you asked the app to process. These tools are used to perform the task you requested, not to make medical decisions about you or the Care Recipient.

If a future change causes a new kind of consumer health information to be sent to an AI provider, changes the purpose for which it is used, or sends it to a new recipient, we will provide notice and obtain consent when required before that use begins.

10. How Long We Keep Information

We keep information for as long as needed to provide the Service, maintain shared caregiving records, meet legal obligations, protect the Service, or resolve disputes.

• Notifications are generally deleted after 90 days.
• Allergies removed from the active list remain in Recently Removed for 90 days, along with who removed them and why, and are then deleted.
• Sign-in and security-event records are kept for up to 12 months as described in Section 13.
• When you delete your account, private account data such as your wellbeing check-ins, private reminders, settings, and other private records are deleted or de-identified as described below.
• Private-message conversations involving a deleted account are removed from both participants' accessible message history, subject to limited backup, security, fraud-prevention, dispute-resolution, or legal retention.
• Deleting your account removes your private data and account information from active systems, subject to the limited retention described in this policy. Contributions that are already part of a shared Care Crew record, such as a historical dose log, Care Journal entry, task, or appointment note, may remain visible to the Care Crew so the Care Recipient's record stays complete. Your account link is removed and your name may be replaced with a label such as "Former member."
• When an entire Care Crew and its shared records are deleted, the associated shared information is deleted from active systems, subject to limited backup and legal retention.
• Deleted or replaced information may remain in backups for up to 30 days and is used only for recovery, security, or other limited operational purposes.

Privacy Requests and Appeals

We keep records of privacy requests and appeals for 24 months after the request is closed. These records may include your name, email address, the type of request, verification details, our response, and, when you are acting for someone else, the Care Recipient's name and your relationship to them. We use these records only to document and manage privacy requests, comply with legal requirements, and respond to audits or disputes. We do not keep other personal or health information solely because you submitted a privacy request.

11. Your Privacy Rights and Choices

Depending on where you live, you may have rights to access, know about, correct, delete, or obtain a copy of personal information, and to withdraw consent or appeal certain privacy decisions.

You may also have rights relating specifically to consumer health information.

Handled with Care does not sell personal information or share it for cross-context behavioral advertising. Even so, you may use the privacy contact below to formally exercise any privacy right that applies to you.

• Access or request a copy of information associated with you.
• Correct inaccurate information.
• Request deletion, subject to lawful and disclosed retention limits.
• Download available account data through the app where supported.
• Withdraw consent for an optional feature or turn off permissions in your device or app settings.
• Remove a Care Crew member's access where you have permission to manage membership.
• Ask questions about how your information is collected, used, or shared.

A Care Recipient, or a legally authorized representative acting on the Care Recipient's behalf, may submit a privacy request about personal or health-related information maintained about the Care Recipient even if the Care Recipient does not have a Handled with Care account.

We may need to verify identity and, when someone acts for another person, verify the person's authority before completing a request.

Your Privacy Choices: To request access, correction, deletion, or a copy of your personal information, or to exercise another privacy right described in this policy, email privacy@genxcaregiver.care or use our privacy request page: https://handledwithcare.care/health-privacy-request. We will respond within the time required by applicable law and will explain any available appeal process when required.

12. Changes to This Policy and Consent

We may update this Privacy Policy from time to time. If we update the policy to better describe how Handled with Care already operates, we may require you to review and acknowledge the updated policy before continuing to use the Service. That acknowledgment is not blanket consent to future uses of your health information. If we begin collecting a new category of consumer health information, use health information for a new purpose, or disclose it to a new type of recipient in a way that requires affirmative consent, we will explain the change separately and ask you to agree before that specific feature or processing begins. You may choose "Not Now." If you do, only the feature or processing that requires the new consent will remain unavailable; unrelated parts of Handled with Care will continue to work. For smaller changes that do not materially expand how we collect, use, or disclose consumer health information, we may provide notice in the app, by email, or by updating this policy and the "Last updated" date.

13. Security and Sign-In Logs

We use reasonable administrative, technical, and organizational safeguards designed to protect information maintained through Handled with Care. These may include authentication controls, encryption, logging, backups, software updates, vulnerability management, and other safeguards appropriate to the information we handle.

No system can be guaranteed completely secure. If a security incident affects information for which notice is required by law, we will provide notice and take other steps required by applicable law.

To help protect Handled with Care and investigate suspicious or unauthorized activity, we keep limited sign-in and security-event records for up to 12 months. These records may include information such as user or account identifiers, timestamps, IP addresses, sign-in attempts, invitation activity, and Care Crew membership or access changes. They do not contain medication names, medical conditions, Care Journal entries, messages, documents, or other health-content details. Access to these logs is limited to people who need it for security, fraud prevention, troubleshooting, or legal compliance, and the records are automatically deleted after the retention period ends.

14. Health Information and HIPAA

Handled with Care is offered directly to consumers and is not intended to operate as a HIPAA-covered service or as a Business Associate for a HIPAA Covered Entity unless we expressly agree otherwise in a separate written agreement.

The fact that health information may be stored in Handled with Care does not, by itself, make the Service subject to HIPAA. Other federal and state privacy, consumer-health-data, security, and breach-notification laws may still apply.

Handled with Care is a caregiving coordination tool. It does not provide medical advice, diagnosis, treatment, or emergency medical services.

15. Children's Privacy

Handled with Care is intended for adults age 18 and older coordinating care for an adult Care Recipient. We do not knowingly allow children under 13 to create accounts or knowingly collect personal information directly from children under 13 through account registration.

16. Contact Us

For privacy questions or privacy-rights requests:

Privacy: privacy@genxcaregiver.care

Support: support@genxcaregiver.care