Privacy Policy

Effective Date: August 12, 2025
Last Updated: October 22, 2025

WyzeCare provides AI-powered check-in and wellness monitoring services for older adults, caregivers, and care teams. Protecting your privacy is central to how we design and operate our services.

This policy explains how we collect, use, store, and protect information when you use our website, portal, or related services.

1. Information We Collect

a. Information you provide

  • Account and facility details: name, facility name, contact info, payment info, authorized users
  • Care recipient details: contact info, check-in preferences, wellness responses
  • Caregiver and family contacts: names, relationship, phone, email for notifications and reports
  • Consent records: participation, data use, and voice interaction consents
  • Support communications: messages you send to our team

b. Information collected automatically

  • Usage data: clicks, views, and interactions to improve reliability and design
  • Device and network: IP address, browser, operating system, referring URLs
  • Voice and call metadata: call duration, timestamp, and response summaries; full recordings only if you explicitly authorize for quality or diagnostics

c. Information from third parties

  • Payments: handled by Stripe, which stores financial data under PCI-DSS
  • Cloud and telephony: AWS, Twilio, and Retell provide hosting and voice infrastructure

2. How We Use Information

  • Deliver scheduled AI check-ins and log responses
  • Generate summaries, alerts, and reports for authorized recipients
  • Process payments and manage subscriptions
  • Improve user experience and platform performance
  • Maintain security, prevent misuse, and troubleshoot issues
  • Meet legal and regulatory obligations

We do not sell or rent your information.

AI-generated insights are informational only. They do not replace clinical judgment, diagnosis, or professional medical care.

3. Legal Basis for Processing

For regions that require it, we rely on:

  • Contract performance
  • Legitimate interests
  • Legal obligations
  • Consent for optional processing or communications

4. Data Storage and Retention

  • Voice metadata and AI response logs: up to 90 days unless you request earlier deletion
  • Account data: retained while the account is active and up to 12 months after closure, unless law requires longer
  • Payment records: kept as required by financial recordkeeping laws, typically 7 years

AWS, Retell, and Twilio retain limited call and metadata logs under their policies, commonly 30 to 90 days.

You can request deletion at any time by emailing support@wyze.care.

5. Your Choices and Controls

You can request to:

  • Access and review your data
  • Correct inaccuracies
  • Delete data, subject to legal limits
  • Export data in a portable format
  • Withdraw consent for optional uses

Contact support@wyze.care. We will respond within a reasonable time consistent with applicable law.

6. Information Sharing

We share information only as needed to:

  • Provide services through vendors like AWS, Twilio, Stripe, and Retell
  • Notify authorized caregivers and family members
  • Comply with law or valid legal process
  • Protect users, property, and systems from misuse or harm

Vendors are contractually required to protect data and use it only to deliver services.

7. Security

We use administrative, technical, and physical safeguards, including:

  • Encryption in transit
  • Role-based access controls and authentication
  • Audit logging
  • Regular security reviews and vulnerability testing
  • HIPAA-ready cloud infrastructure

No system can guarantee absolute security. Use care when sharing personal information.

8. AI Use and Limitations

WyzeCare uses AI to facilitate conversations and interpret responses. AI can be imperfect. Health-related insights are informational only. Always review with qualified medical professionals before taking action.

If a facility creates or customizes scripts, the facility is responsible for that content and its outcomes.

9. Children’s Privacy

WyzeCare is intended for adults, caregivers, and authorized healthcare staff. It is not designed for children under 13. We do not knowingly collect data from children without verified consent.

10. Changes to This Policy

We may update this policy as laws, technology, and our services evolve. We will revise the Effective Date and provide notice of material changes by email or in-app message.

12. Contact

WyzeCare Privacy Team
Email: support@wyze.care

Text Message Opt In and Opt Out

WyzeCare offers optional text message alerts for check in results and wellness notifications. These alerts are intended to help families stay informed and give facilities a clear way to monitor patient status. By providing a mobile phone number and selecting the alert preferences inside the WyzeCare application, the account holder chooses whether to receive these messages.

Some alerts are available to families by default, while facilities can enable or disable alerts for their own staff. The WyzeCare application shows the exact alert types that apply to each user account. All text messages follow the character limits and delivery rules set by carriers. Standard messaging and data rates may apply.

A user can stop receiving text messages at any time. Reply STOP to any WyzeCare message to end all text alerts linked to that phone number. Reply START to resume receiving messages. Users can also manage their notification settings inside the WyzeCare application. Changes made there may take a short time to reflect in the carrier system.

If a user opts out, critical safety alerts may not be delivered by text. The user will still receive notifications through email and the WyzeCare web portal. Families and facilities are encouraged to keep at least one active communication method on file so that urgent notices can be delivered without delay.

Support inquiries, including help with opt in or opt out settings, can be sent to support@wyze.care.