Privacy policy

Hello Rose is a service of Moonhythe Ltd, a company registered in Bulgaria (UIC 204225007), zh.k. Svoboda, bl. 42, ap. 12, Sofia, Bulgaria (“Hello Rose,” “we,” “us”). We provide an AI companion, Rose, who places scheduled phone calls to an older adult in your family, then shares a summary of the conversation with you. Moonhythe Ltd is the data controller for the personal information described in this policy. You can reach us anytime at hello@hellorose.care.

Two people’s information is involved: yours (the subscriber) and your parent’s (the person Rose calls). This policy covers both.

• Account information. When you sign in with Google we receive your name, email address, and profile picture.
• Contact and notification preferences. Your mobile number (for urgent text alerts, if you enable them) and your email digest settings.
• Billing information. Payments are processed by Stripe. We store your subscription plan and billing status; we never see or store your full card number.
• Usage and technical data. Standard logs (IP address, browser type, pages visited) used for security and to keep the service working.

You provide your parent’s profile when you set up calls: their name, phone number, city and timezone, language, optionally a photo, and the context that makes conversations warm and safe — family names, interests, routines, health context worth being gentle about, and topics to avoid. By providing this information you confirm you are entitled to share it with us for this purpose.

From the calls themselves, we collect and generate:

• Call recordings — only when your parent has verbally agreed on the call (see section 4). If they decline, calls run in transcript-only mode and no audio is kept.
• Transcripts of each conversation.
• Summaries and wellbeing observations — a short summary, a mood word, and plain-language notes (for example, “mentioned knee pain twice this week”). These are qualitative observations, never medical assessments.
• Memories — facts Rose remembers between calls (the granddaughter’s recital, the tomatoes in the garden) so conversations feel continuous.
• Call metadata — when calls happened, how long they lasted, and whether they were answered.

Rose introduces herself as an AI companion on every call — no pretending, ever. On the first call she asks your parent, in plain words, whether it’s okay to record so the family can keep their stories. We honor the answer everywhere, not just where the law requires it:

• A clear yes — calls are recorded and saved to your family’s record of her conversations.
• Anything less than a clear yes — calls run in transcript-only mode. No audio is stored.
• Your parent can change their mind, in either direction, just by telling Rose on any call.
• If your parent asks Rose to stop calling, the calls stop. One sentence, no questions.

Conversations naturally wander into personal territory, including mentions of health. Where privacy law treats such details as sensitive (for example under UK GDPR), we rely on the explicit consent gathered on the call, and everything remains deletable at any time.

Some of what makes Rose’s calls caring is health-adjacent, so we hold it to a higher standard. This section is our consumer health data notice under laws like Washington’s My Health My Data Act. The health-related information we may process:

• Health context you choose to share at setup or later (“knee surgery in May”) — always optional, and setup works fine without it.
• Health mentions in conversations — things your parent brings up naturally, captured in transcripts and recordings.
• Wellbeing observations Rose writes for you — qualitative impressions, never medical assessments.

We use this information for exactly two purposes: personalizing calls so Rose asks gently about the right things (and leaves the wrong ones alone), and the summaries, digests, and alerts you asked for. It is never sold, never shared for advertising, and never used to train general-purpose AI models.

We process it only with opt-in consent: an unticked checkbox at setup for the details you share, and your parent’s own words on the call for recording. You can withdraw consent at any time — delete any call, memory, or profile from your dashboard, or email hello@hellorose.care and we’ll handle it within 30 days.

• To place and personalize calls — Rose’s memory is the product.
• To send you call summaries and digests by email, and urgent alerts by text message if you’ve enabled them (for example, two missed calls in a row, or a mention of something that needs a human).
• To watch for signs of phone scams and flag them to you (the scam shield).
• To bill subscriptions and prevent fraud and abuse.
• To operate, secure, and improve the service — debugging, quality, and safety.

We do not sell personal information, we do not share it for third-party advertising, and we do not use your family’s conversations to train general-purpose AI models. Conversation content is processed only to deliver the service to your family.

A small number of providers process data on our behalf, under contracts that limit them to providing their service to us:

• Voice and telephony — ElevenLabs (conversational voice AI) and Twilio (phone numbers, calls, and SMS).
• Language-model processing — OpenRouter and its underlying model providers, which generate Rose’s replies and post-call summaries from transcripts.
• Hosting and database — Vercel and Supabase.
• Payments — Stripe.
• Email delivery — Resend, for the digests and account emails we send you.
• Website analytics — Google Analytics, and only if you agree to it (see “Cookies” below). It runs on our public pages only — never on your signed-in dashboard, never on an invitation link. It therefore never receives anything about your parent: not their identifier, their calls, transcripts, mood, nor the notes Rose keeps.
• Error monitoring — Sentry, which records technical faults so we can fix them. Configured to strip cookies, request contents, and identifiers before anything leaves our servers.

• Family members you invite. If you share access to a parent’s calls with relatives, they see what their role allows — you control who is invited.
• The providers in section 7, strictly to run the service.
• Legal reasons. If required by law, or to protect the safety of your parent, you, or others.
• A change of ownership. If Hello Rose is ever acquired, this policy’s promises travel with the data, and we’ll notify you first.

Recordings and transcripts are kept for as long as you keep them — that’s the memories-vault promise: hers to tell, yours to keep, and yours to delete. You can export or delete any call, or everything, from your dashboard at any time.

• Deleting a recording, a parent’s profile, or your account removes the data from the live service immediately and from backups within 30 days.
• Account and billing records are kept while your account is open, and afterwards only as long as tax and accounting law requires.
• If your parent asks us (or Rose) to delete their information, we honor it just as if you had asked.

Two kinds, and only one of them is up to you.

Essential — the cookies that keep you signed in and the site secure. These have no alternative; without them the site cannot work, so we don’t ask permission for them.

Analytics — Google Analytics, which tells us which pages people find useful. This one is entirely your choice. We do not load it at all until you say yes. Not muted, not set aside for later — the script is never fetched and no analytics cookie is written unless you agree. If you say no, nothing is loaded and we don’t ask again.

You can change your mind whenever you like, in either direction, via Cookie settings at the bottom of any page. If you withdraw permission, we delete the analytics cookies already on your device.

No advertising cookies. No cross-site tracking. And whatever you choose here, analytics does not run on your signed-in dashboard at all — so nothing about your parent, their calls, transcripts, mood, or the notes Rose keeps is ever sent to an analytics service. Not even the web address of their page.

Wherever you live, you can access, export, correct, or delete your family’s information from the dashboard, or by emailing hello@hellorose.care. We answer within 30 days and never charge for it.

• UK and EU residents have the rights of access, rectification, erasure, restriction, portability, and objection under GDPR, and may complain to their supervisory authority (in the UK, the ICO).
• California residents have the rights to know, delete, correct, and opt out of sale or sharing under the CCPA/CPRA. We do not sell or share personal information as those terms are defined there, and we never discriminate against you for exercising your rights.
• The person Rose calls holds these same rights over their own information and can exercise them through you, by contacting us directly, or simply by telling Rose.

Data is encrypted in transit and at rest. Access inside the database is enforced per family with row-level security, so members of one family can never read another’s data, and our own operational access follows least privilege. No internet service can promise perfection; if a breach ever affects your family’s data, we will tell you promptly and plainly.

We serve families in the US and UK, and our providers process data primarily in the United States and Europe. Where data crosses borders from the UK or EU, we rely on recognized safeguards such as the UK Addendum and Standard Contractual Clauses.

Hello Rose is built for families arranging calls for older adults. Subscribers must be at least 18, and the service is not directed at children under 16; we do not knowingly collect their information.

If we change this policy in a way that matters, we’ll email you before the change takes effect and update the date at the top. We will never quietly weaken the promises about consent, deletion, or not selling data.

Questions, requests, or concerns: hello@hellorose.care. A human reads every message.