Privacy Statement

Introduction

Candid Technology, Inc. ("we," "our," "us," or "Candid") is committed to protecting your privacy. This Privacy Statement explains how we collect, use, disclose, and safeguard your information when you access or use our online software-as-a-service platform featuring artificial-intelligence-enabled tools designed to assist senior living and long-term care organizations, including through our digital platforms, AI-powered phone calling services, website, and mobile applications (collectively, the "Services"). By accessing or using our Services, you confirm that you have reviewed and accepted our Privacy Statement and our Terms & Conditions.

In some cases, the Services may be used by employers, caregivers, family members, or other authorized individuals who provide information about another person (such as a patient or resident). When we refer to "you," we mean the individual using the Services and, where applicable, the individual whose information is provided through the Services. If you provide information about another person, you represent that you have the authority to do so and to permit us to collect, use, and share that information as described in this Privacy Statement.

This Privacy Statement does not address the privacy practices of any third parties that we do not own or control. By using or accessing the Services, you agree to the terms of this Privacy Statement and the accompanying Terms & Conditions. We encourage you to read this Privacy Statement to help you make informed decisions.

Please note:

Consent:Your consent for data processing and acceptance of our Terms & Conditions is obtained through our registration process.
Data Storage: All collected data is stored locally on our encrypted servers.
No Health Information or Transactions: We do not ask for any health or medical information, and our platform does not handle financial transactions. Any health-related information is voluntarily provided.
AI Interaction: During each phone call, users are informed that they are interacting with an automated AI system.

Information We Collect

When you access or use our Services or otherwise interact with us, we collect various types of information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with you or your household, as described in detail below (collectively, "User Information"). The information we collect and process may vary depending on how you use our Services.

User Information does not include information that has been deidentified so that it does not identify a specific user or anonymous information that does not directly or indirectly identify, and cannot reasonably be used to identify, an individual user. However, when anonymous information is directly or indirectly associated with personal information, the resulting information is treated as User Information.

Information You Provide to Us

Identifiers: When you register for or use our Services or otherwise contact us, we may collect certain identifiers, such as your name, email address, phone number, username and password, age, mailing address, and other similar identifiers.
Personal Information and Materials You Provide: In connection with your use of the Services, you may provide information and materials through conversations, interviews, surveys, or other interactions. We may collect and process any content you submit, upload, or otherwise provide through the Services, including responses, transcripts, recordings, annotations, commentary, or other information and materials.
Characteristics of Protected Classifications and Demographic Information: We may collect certain demographic information, such as gender, sex, age, disability status, race, ethnicity, military/veteran status, or marital status, when you voluntarily provide such information to us in connection with your use of the Services.
Commercial Information: If you choose to make a purchase or subscribe to a feature or service that requires payment, we may collect certain payment information, such as your bank account numbers, credit card or debit card numbers, account details, ACH information, and similar data. We may also maintain records of products or services purchased or to which you have subscribed. Payment-related information, where applicable, may be collected and processed by us or our third-party payment processors in accordance with their applicable terms and privacy policies.
Internet or Electronic Network Activity Information:We may automatically collect information regarding your activity on or interaction with the Services, including IP address, date and time of access, browser or device type, search queries, performance metrics, usage data, and other information related to your use of the Services. This information may be collected through cookies, analytics tools, and similar technologies used by us and our third-party analytics providers. Please see the section entitled "Information Collected Automatically" below for more information.
Audio, Electronic, Visual or Similar Information:We may collect audio or other electronic information in connection with the Services, including voice calls and text-based communications conducted through the Candid platform. Such audio information may include recordings of calls, call transcripts, and related communications metadata (such as call duration and timestamps), which may be processed using automated tools to analyze responses, identify trends, generate insights, and route feedback or information to the appropriate personnel. Please see the section entitled "Use of Data for AI" below for more information.
Sensitive Personal Information: We may collect certain sensitive personal information, as defined under applicable privacy laws, such as account log-in credentials and payment-related financial information, including bank account numbers, credit or debit card numbers, and ACH information.
Inferences: We may draw inferences from the information we collect to understand usage patterns, trends, or preferences related to interactions with the Services and the products or services we offer.
Relative Designation: You may provide email addresses for individuals you designate to receive and review your content on Candid.

Information Collected Automatically

Usage and Device Data: When you access or use the Services, we may automatically collect, log, or receive certain information regarding you and your use of the Services, your interactions with us, and information regarding your computer or mobile devices used to access the Services, which may include, without limitation, technical and usage-related information, including your IP address, browser or device type, operating system, and information about your interactions with our Services (such as call duration, features used, pages viewed, access times, referring URLs, and error logs).
Cookies: We use cookies (including session cookies, which expire when you close your browser, and persistent cookies, which remain until deleted) to diagnose server issues, administer our Services, enhance your experience, and understand how our Services are used. You may adjust your browser settings to manage or disable cookies; however, doing so may limit certain functionalities or features of the Services.
Web Beacons and Embedded Scripts: We use web beacons, embedded scripts, and similar tracking technologies to collect information about navigation and usage patterns, similar to practices employed by other platforms.
Google Analytics:We use Google Analytics to understand how users interact with our Services. Google Analytics collects information such as visit frequency, pages viewed, and IP address. This data is used solely to improve our Services and is subject to Google's privacy policies.
Do Not Track / Preference Signals:We do not currently respond to browser "Do Not Track" signals.

Information Collected From Other Sources

We may collect or receive information about you from third parties in connection with our provision and improvement of the Services, consistent with this Privacy Statement. This may include information about your activity on the Services collected or shared through service providers or partners that support the operation, maintenance, analysis, and improvement of the Services, including through the use of cookies and similar technologies.

If you choose to register for or access the Services through a third-party account, we may receive certain information about you from that third party, such as your name, email address, or other account information, in accordance with that third party's authorization procedures and your privacy settings.

In addition, in limited circumstances and where authorized by you, we may collect or receive information from third parties, such as caregivers or senior living providers, to facilitate features of the Services, deliver services you request, or enable access to information you choose to share.

How We Use Your Information

We use User Information for the following purposes:

To Provide and Enhance Our Service: Operate, maintain, and improve your personalized experience on Candid.
To Communicate with You: Send services-related communications such as updates, security alerts, newsletters, and administrative messages, as well as promotional messages and text messages. (You can opt out of promotional communications as described below.)
To Conduct Analytics and Research: Analyze usage trends and user behavior, including through aggregated or de-identified data, to improve and develop our Services.
For Mood Detection (Sentiment Analysis):Text-based sentiment analysis is used to assess the user's mood during conversations on our platform. This is only activated if the user explicitly opts in. In that case, if significant emotional changes are detected, notifications will be sent via email to designated individuals or caregivers. The user may withdraw this consent at any time.
To Support, Secure, and Protect the Services: Provide customer support, troubleshoot issues, detect and prevent misuse, fraud, or security incidents, and maintain the integrity and safety of the Services.
For Legal and Regulatory Purposes: Comply with applicable laws, respond to lawful requests, and protect the rights, safety, and property of our users and others.

Legal Basis: Our processing is based on your explicit consent (obtained during registration), contractual necessity for delivering our services, and our legitimate interests in operating and administering the Services, maintaining platform security, and enhancing service quality.

How We Share Your Information

We do not, and do not plan to, sell User Information or share it with third parties for cross-context behavioral advertising.

With Service Providers: User Information may be shared with trusted third-party vendors (e.g., hosting services, analytics providers) who are bound by confidentiality agreements and, where applicable, business associate agreements consistent with HIPAA requirements. Our service infrastructure uses reputable subcontractors (e.g., AWS, Azure, Twilio) deployed in the EU and in the US. These third parties will have access to the User Information only as necessary to perform their functions and to the extent permitted by applicable law. All collected data is stored locally, and these subcontractors do not retain your data beyond what is necessary to provide the Services.
With Affiliates and Business Partners: User Information may be shared with affiliates or business partners in a manner that protects any sensitive data, for purposes such as service enhancements, aggregated reporting, or analysis.
For Survey Data: Responses to satisfaction surveys conducted as part of our Services may be shared with third-party partners and affiliated entities for analysis and service improvement purposes.
For Legal and Safety Reasons: User Information may be disclosed to comply with legal obligations, respond to lawful requests, or protect the rights, property, or safety of Candid, our users, or others.
With Your Consent:User Information may be shared for any other purpose disclosed at the time of data collection if you have specifically authorized such sharing. In cases where you designate someone to receive any of your information, that individual is provided with controlled access either through a dedicated account or via a secure shared link. You can modify or revoke this access at any time via our platform or pursuant to "Your Privacy Choices" below.
Anonymized and Aggregated Information: We may aggregate or de-identify User Information so that it can no longer reasonably be linked to you or your device. We may use and share such information for any lawful purpose.

Your Privacy Choices

Depending on where you reside, you may have certain rights relating to the collection, use, disclosure, and other processing of your User Information. The scope of these rights may vary by state and applicable law.

Access and Right to Know: You may have the right to request confirmation of whether we process your User Information and to request access to the User Information we have collected about you, including the categories of information collected, the sources of that information, the business or commercial purposes for which it is used, the categories of third parties with whom it is shared, and the specific pieces of information that we have collected about you.
Data Portability: You may have the right to access a copy of your User Information in a portable format.
Correction: You may have the right to request that we correct inaccurate or incomplete User Information. You may also access, update, or correct certain account information directly by logging into your account or contacting us.
Deletion: You may have the right to request that we delete User Information we have collected about you, subject to certain legal exceptions.
Restriction: You may have the right to restrict or object to certain uses of your User Information.
Limit Use of Sensitive Personal Information: You may have the right to limit our use and disclosure of sensitive personal information.
Opt Out of Sale, Sharing, or Profiling: You may have the right to opt out of the processing of your User Information for purposes of targeted advertising, the sale of User Information, or profiling activity in furtherance of decisions that produce legal or similarly significant effects. As of the date of this Privacy Statement: we do not process User Information for the purposes of targeted advertising; we do not sell User Information in exchange for money; and we do not engage in profiling activity based on your personal data that produces legal or similarly significant effects.
Access Information Processed by AI: You may have the right to request information about the use, logic, significance, and potential consequences of any automated decisions we make using your User Information, to the extent required under applicable state privacy laws.
Opt Out of AI: You may have the right to opt out of automated decision-making with respect to your User Information.
No Retaliation: You have the right to exercise any of your privacy rights without fear of retaliation, discrimination, or adverse treatment by us. However, certain privacy choices (such as limiting specific data uses or sharing) may impact the availability or functionality of certain features of the Services.

Additional California Privacy Rights

California residents may make certain requests about their personal information under the California Consumer Privacy Act (the "CCPA") as set forth above. In addition:

If we ever sell your personal information to third parties for purposes of cross-context behavioral advertising, we will provide you with appropriate notice and the ability to opt out of such disclosures.
If we ever offer financial incentives in exchange for your personal information, we will provide you with appropriate notice of such incentives.
In the limited circumstances that we process sensitive personal information as defined in the CCPA (such as log-in information and precise geolocation data), we do not use or disclose it other than for disclosed and permitted business purposes. We do not use or disclose this information in a manner that would trigger the right to limit its use under the CCPA.

"Shine the Light" Disclosure

If you are a customer and a California resident, you are permitted under California law to request certain information once per year regarding our disclosure of "personal information" (as that term is defined under applicable California law) to third parties for those third parties' direct marketing purposes. We do not disclose personal information to third parties for their own direct marketing purposes.

Exercising Your Privacy Choices

To make a request regarding your User Information, including requests to know, access, correct, delete, restrict, or limit the use of your User Information, to opt out of selling, sharing, or AI, or to submit any other privacy-related request, please contact us through our platform or by email at info@callcandid.com.

We may request additional information for the purpose of verifying your identity before processing your request. You can designate an authorized agent to exercise these rights on your behalf, but we will require proof that the agent is authorized to act on your behalf and may ask you to verify your identity with us directly. In some cases, you may be able to exercise certain rights directly through your account settings, such as updating your information or deleting your account.

You may opt out of receiving promotional communications (including text messages and emails) at any time by following the unsubscribe instructions included in those messages or by contacting us directly.

You may manage which individuals receive your audio recordings and other shared content, and adjust or revoke these permissions at any time through our platform. Detailed instructions for managing your privacy and sharing settings are provided during the registration process and within your account settings.

If we decline to take action regarding a request you have submitted, you may submit an appeal by sending an email to info@callcandid.com. We will respond within the time frame required by applicable law.

Data Security and Retention

Data Security: We implement and maintain reasonable administrative, technical, and physical safeguards—including encryption in transit and at rest—to protect User Information from unauthorized access or disclosure.
Data Retention: While some information is retained only as long as necessary to provide our Services or to comply with legal obligations, certain audio recordings and related information may be preserved indefinitely to honor the purpose of our Services. You may request deletion of your User Information at any time, subject to applicable legal requirements.
Local Data Storage: All collected data is stored locally on our secure servers.

Notwithstanding the foregoing, no method of transmission over the Internet or method of electronic storage is 100% secure. While we strive to use commercially acceptable safeguards to protect your information, we cannot guarantee its absolute security. You are responsible for maintaining the confidentiality of your account credentials.

Third-Party Websites and Tracking

Our Service may include links to third-party websites or services (e.g., embedded scripts, third-party cookies). We are not responsible for the content, security, or privacy practices of these third parties. We encourage you to review their privacy policies before providing any personal information.

Children's Privacy

Our Services are intended for adults and are not directed to children under the age of 13. We do not knowingly collect User Information from individuals under the age of 13. If we discover that User Information from an individual under the age of 13 has been collected, we will delete that information. If you become aware that a child under 13 has provided us with User Information, please contact us at info@callcandid.com and we will take steps to delete such information.

Use of Data for AI

Candid uses artificial intelligence ("AI") to power certain features of our Services. These technologies process User Information to generate responses, insights, summaries, and recommendations, either entirely or almost entirely without human intervention or with limited human involvement. Candid uses AI primarily to facilitate real-time interactions, analyze information provided through the Services, and support the functionality and performance of the Services.

Decisions Made Through AI. Depending on the Services you use, we may use AI to:

conduct conversational interviews with residents, family members, staff, or applicants and adapt questions dynamically based on responses;
analyze responses to identify sentiment, satisfaction levels, and potential concerns;
generate summaries, reports, and recommendations for care providers, administrators, or other authorized users;
identify patterns or trends across conversations, including recurring issues or service gaps;
assist with administrative workflows such as candidate screening, scheduling, or follow-up communications; and
generate narrative content, including summaries or audio recordings based on user-provided information.

AI-generated outputs are intended to support, not replace, human judgment.

Categories of Information Processed. When using AI, we may process different types of User Information, including:

Identifiers: name, contact information, and account credentials;
Audio and Electronic Data: voice recordings, transcripts, and conversational responses;
Content: information voluntarily shared during interactions, such as life history, preferences, or experience; and
Inferences: behavioral patterns derived from your data.

No User Information is used to train our AI models. However, we may use deidentified, anonymized, or aggregated information that cannot reasonably be used to identify you to develop, train, and improve our AI models and Services.

Purpose of AI. We may use AI to (i) enable real-time interactions with users; (ii) generate insights that help improve resident care, staff engagement, and service quality; (iii) automate administrative processes and reduce manual workloads; (iv) create and preserve personalized outputs, such as summaries or reports; (v) analyze communications for sentiment or mood to assess emotional states; (vi) where you have provided consent and opted in, facilitate notifications or alerts to caregivers or other designated individuals; and (vii) improve system performance, accuracy, and usability through analysis of aggregated or deidentified data.

Information about our AI Systems. Our Services may use AI technologies developed by us or by third parties, including large language models and speech processing systems. Where we use third-party AI providers, we implement contractual and technical safeguards designed to ensure that User Information is used only to provide the Services and is not used by such providers to train their models or for their own independent purposes.

Sharing Information Processed by AI. If you elect to do so, outputs generated by AI may be shared with authorized individuals. We will only share such outputs as directed by you, or as necessary to provide the Services.

Your Rights Regarding AI.Please see "Your Privacy Choices" and "Exercising Your Privacy Choices" above for more information on how to request information about or opt out of the use of AI or to exercise your other privacy rights. If you opt out of certain features, some features of our Services may be limited or unavailable.

Updates to This Privacy Statement

This Privacy Statement is effective as of the date stated at the top of this page. We may update this Privacy Statement from time to time. Where legally required, we will provide advance notice by (i) requesting that you re-accept the updated policy, (ii) sending an electronic notification, or (iii) posting a notice on our website. Please review this page periodically for the latest information. Your continued access or use of our Services after the effective date of changes constitutes your acceptance of the updated Privacy Statement.

Contact Us

If you have any questions or concerns about this Privacy Statement or our data practices, please contact us at:

Email: info@callcandid.com

Address: Candid Technology, Inc., 850 New Burton Road, Suite 201, Dover, DE 19904, United States.