Privacy Policy

1. What We Collect

Trembli collects the minimum information necessary to provide a caring, personalised companion experience.

Information Provided Directly

• Phone number — collected when a senior first texts our service number.
• Name — provided by the senior during their first conversation.
• Medications — mentioned by the senior during conversation and saved to help personalise reminders.
• Family member names — shared by the senior so the AI can reference their loved ones warmly.
• Conversation history — the last 30 messages per user, used to maintain context between conversations.
• Reminder preferences — the time, message, and recurrence of any reminders a senior sets.
• Sign-up information — name, email, and optional details submitted through our website sign-up form.

Information Collected Automatically

• Message timestamps — when messages are sent and received, used to calculate wellness indicators.
• Last contact date — updated automatically to help family members see engagement patterns.

We do not collect location data, device identifiers, browsing history, or any information beyond what is listed above.

2. How We Use Your Data

We use the information we collect only to provide and improve the Trembli service:

• To power personalised AI conversations that remember the senior's name, medications, and family members.
• To send scheduled reminders via SMS at the times requested by the senior.
• To populate the family dashboard with wellness status, conversation history, and reminder information.
• To detect potential emotional distress signals in conversations and surface alerts to family caregivers.
• To respond to support inquiries and sign-up requests.
• To improve the reliability and quality of the service over time.

We do not use your data for advertising, marketing to third parties, or any purpose not listed above.

3. Data Storage & Security

All data is stored in a secure PostgreSQL database hosted on Railway, a SOC 2-compliant infrastructure provider located in the United States.

• Encryption in transit — all data transmitted between your phone, our servers, and third-party services uses TLS 1.2 or higher.
• Encryption at rest — your database data is encrypted at rest using AES-256 encryption.
• Access controls — the family dashboard is password-protected. No unauthorised party can access your loved one's data.
• Message retention — conversation history is limited to the last 30 messages per user. Older messages are automatically deleted.

While we take security seriously and implement industry-standard protections, no method of transmission or storage over the internet can be guaranteed to be 100% secure.

4. We Never Sell Your Data

We do not share personal information with advertisers, data brokers, analytics companies, or any organisation that would use it to profile or target individuals.

The only time we would disclose information is if required by law (such as a valid court order) or to prevent imminent harm to a person's safety.

5. Conversation Privacy

Conversations between seniors and the Trembli AI are private. They are visible only to:

• The AI system, which uses them to maintain context and respond appropriately.
• Authorised family dashboard users who have the dashboard password.
• Trembli staff in limited circumstances for safety review (e.g., distress alerts) or technical support.

Conversations are sent through Twilio's SMS infrastructure and Anthropic's Claude AI API. Both providers process message content solely to deliver the service and are contractually prohibited from using your data for other purposes.

Trembli does not use conversation content to train AI models, build advertising profiles, or share with any other commercial entity.

6. Third-Party Services

Trembli relies on the following trusted service providers to operate:

• Twilio — SMS delivery infrastructure. Twilio transmits messages between the senior's phone and our service. Their privacy policy is available at twilio.com/legal/privacy.
• Anthropic (Claude AI) — the AI model that powers conversations. Anthropic processes message content to generate responses. Their privacy policy is available at anthropic.com/privacy.
• Railway — cloud hosting and database infrastructure. Railway stores and serves application data. Their privacy policy is available at railway.app/legal/privacy.

We share only the minimum data necessary with each provider to deliver the service. We do not share data with any other third parties.

7. Your Rights

You have the following rights regarding your data and your loved one's data:

• Right to access — you can view all stored information (name, medications, family members, conversations, reminders) through the family dashboard at any time.
• Right to correct — if any stored information is incorrect, contact us and we will update it promptly.
• Right to delete — you can request permanent deletion of all data at any time (see Section 8).
• Right to portability — upon request, we will provide an export of all data stored about you or your loved one in a readable format.
• Right to opt out — you can stop using the service at any time by simply no longer texting the service number. To ensure full data removal, submit a deletion request.

If you are a resident of California, the European Union, or another jurisdiction with specific data protection laws, additional rights may apply. Contact us to learn more.

8. Data Deletion

You have the right to request complete, permanent deletion of all data associated with your account and your loved one's profile at any time.

How to Request Deletion

• By text — have the senior text "DELETE MY DATA" to the Trembli service number. Their profile, conversation history, medications, reminders, and family information will be permanently removed within 48 hours.
• By email — send a deletion request to privacy@trembli.com with the phone number associated with the account.

Upon deletion, all personal data — including conversation history, medication records, family member names, and reminder settings — is permanently and irreversibly removed from our systems. This action cannot be undone.

We will confirm deletion via email within 48 hours of receiving your request.

9. Children's Privacy

Trembli is designed for use by adults, particularly elderly individuals and their adult family members. Our service is not directed at children under the age of 13, and we do not knowingly collect personal information from children. If you believe a child under 13 has provided us with personal information, please contact us immediately and we will delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. When we make material changes, we will update the "Last updated" date at the top of this page. We encourage you to review this policy periodically.

Continued use of Trembli after changes are posted constitutes acceptance of the updated policy.