Privacy Policy

This Privacy Policy explains how Silverback Care (“we,” “us”) collects, uses, and shares information when you use our wellness check-in service. Silverback Care collects wellness information about a third party (the Care Recipient) and records calls, so please review the call-recording, health-data, sharing, retention, and state-rights sections carefully.

1. Information we collect

Information you provide

• Account information — your name, email, and Google account profile when you sign in.
• Care Recipient information — the name, phone number, preferred language, time zone, and the wellness details you enter (e.g., notes about meals, medications, mobility, mood, interests, and hearing or cognitive considerations). Some of this may be health-related information.

Information from calls

• Call recordings and transcripts, AI-generated summaries, and structured wellness results derived from each check-in call.
• Call metadata such as time, duration, outcome, and language.

Information collected automatically

• Device and usage data (e.g., IP address, browser/device type, pages viewed) and cookies needed to keep you signed in and to operate the service.

2. How we use information

• To place wellness check-in calls and deliver summaries, transcripts, and alerts to you;
• To operate, maintain, secure, and improve the service;
• To communicate with you about your account and the service;
• To comply with law and enforce our Terms.

3. Calls and recording

Silverback Care offers two kinds of check-in calls. Many calls are placed by a real person matched to your parent’s native language; an artificial / AI-generated voice is available as the more affordable option. All check-in calls are recorded and transcribed. The Care Recipient is told at the start of each call whether it is conducted by a person or an AI-generated voice, and that it is recorded. As the Caregiver, you are responsible for ensuring the Care Recipient has consented to receiving these calls and to being recorded, as described in our Terms. We use third-party voice-AI and transcription providers to process call audio (see Section 4).

4. How we share information

We do not sell your personal information. We share it only:

• With service providers who operate the service on our behalf — for example voice-AI and telephony providers, SMS providers, Google sign-in, cloud hosting, and email providers — under contracts that limit their use of the data;
• For legal reasons — to comply with law, legal process, or to protect rights, safety, and security;
• In a business transfer — e.g., a merger or acquisition, subject to this Policy.

5. Data retention

We keep information for as long as needed to provide the service and for legitimate business or legal purposes. Call recordings and transcripts are retained for up to 24 months and then deleted or anonymized, unless you delete them sooner or we are required to keep them longer by law. You may request deletion as described in Section 7.

6. Security

We use reasonable technical and organizational measures to protect information. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

7. Your choices and rights

Depending on where you live, you may have rights to access, correct, delete, or obtain a copy of your personal information, and to opt out of certain processing. California residents have rights under the CCPA/CPRA, including the right to know, delete, correct, and to not be discriminated against for exercising those rights; we do not sell or “share” personal information for cross-context behavioral advertising. To make a request, contact us at team@silverbackcare.com.

8. Care Recipient information

Much of the information in Silverback Care is about a Care Recipient who may not be the account holder. You provide and manage that information on their behalf and are responsible for having the authority and consent to do so. If a Care Recipient asks us to stop calling or to delete their information, they (or you) may contact us at team@silverbackcare.com.

9. Children

Silverback Care is intended for adults. It is not directed to children under 13, and we do not knowingly collect their personal information.

10. Changes to this Policy

We may update this Policy from time to time. Material changes will be posted here with an updated “Last updated” date.

11. Contact

Questions or privacy requests: team@silverbackcare.com.