Privacy Policy

What we collect

• Account information: your name, email address, phone number, password (held by our sign-in provider, never stored by us directly), language, and timezone. If you sign in with Google, we receive your name and email from Google.
• Your loved one's profile: their name, phone number, date of birth, address, timezone, preferred language, quiet hours, and the care details you choose to add, such as medications, appointments, daily routines, and topics for check-in conversations.
• Conversation notes: with your permission, Nora keeps short written notes from her calls so she can pick up where she left off. The next section explains exactly how this works.
• Call details: the time, length, direction, and phone numbers for each call, plus a short summary written for the family after care-related calls.
• Messages: texts between family members and Nora are kept for 30 days. Dashboard chat conversations are cleared about an hour after you stop chatting.
• Billing: payments are handled by Stripe. Card numbers never touch our systems; we keep only your plan, subscription status, and usage minutes.
• Support: if you email us, we keep the conversation so we can help you.

Calls and conversation notes

Nora never makes audio recordings of calls. There is no recording feature to turn on, and automated checks in our engineering process reject any change that would add one.

If you allow conversation notes, Nora keeps short written notes of what was said so calls can build on each other. At the start of such a call, Nora tells your loved one that she may write down a few notes. These notes stay between Nora and your loved one: family members see brief summaries, never word-for-word conversations.

You can turn conversation notes off at any time in Settings. Turning them off stops new notes immediately. Existing notes are removed when the account is deleted.

Calls from unknown or unverified numbers are handled cautiously and produce no notes, summaries, or remembered details.

How we use information

• To provide the service: making and answering calls, delivering reminders, writing family summaries, and sending the alerts you configure.
• To keep Nora personal: remembering the details your loved one shares, always subject to your consent settings. Private confidences your loved one shares with Nora stay out of family view.
• To run the business: billing, support, a small set of counted product events with no personal details, and error reports that are scrubbed of names, phone numbers, and message content before they leave our systems.
• We never sell your information. We show no advertising and use no advertising trackers.

Who we share information with

We share information only with the providers that make Nora work, and only what each one needs:

• Supabase hosts our database and sign-in. Telnyx connects phone calls and delivers text messages. LiveKit carries live call audio.
• Deepgram turns speech into text during calls so Nora can respond. Cartesia turns Nora's replies into speech.
• OpenAI provides the language model behind conversations. We send only what the current conversation needs and instruct OpenAI not to store our requests.
• Stripe handles payments. Resend delivers our emails. Render hosts our servers.
• Sentry receives scrubbed error reports. PostHog counts a small set of product events without personal details. Open-Meteo provides weather and receives only a place name.

Alerts you configure are shared with the trusted contacts you name, including your loved one's name and the reason for the alert.

Our own team can view account records in an audited support tool when needed to help you. Conversation content is excluded from that tool by design.

We may disclose information if the law requires it. If Nora is ever part of a merger or acquisition, this policy continues to apply to your information.

How long we keep things

• Texts with Nora: 30 days.
• Dashboard chat: about an hour after the conversation ends.
• Conversation notes, call details, and summaries: for as long as the account is active.
• Temporary details Nora remembers, like a visit planned for next week, expire on their own.

When the account owner deletes the account, there is a 72-hour grace window during which every family member can see the pending deletion and the owner can cancel it. After it runs, your family's information is deleted from our systems: profiles, calls, notes, summaries, memories, messages, and settings. We keep one final record that the deletion happened, containing the account name, who asked for it, the consent history, and the phone numbers we released, so we can honor the request and prove that we did.

Your choices and rights

• Review and change consents in Settings. Conversation memory and conversation notes can be turned off at any time.
• Account owners and admins can download a copy of their loved one's information from Settings.
• Account owners can delete the account from Settings, with a 72-hour cancellation window.
• Reply STOP to stop texts from Nora. Alert calls may continue while a person remains a trusted contact; removing that person from the care circle stops those calls.
• Email us at support@dialnora.com for anything else, including questions or complaints. If you are a family member without owner access, we will route your request through the account owner.

Trusted contacts

Families can name trusted contacts, like a neighbor or a relative, who are called or texted when something needs attention. Trusted contacts do not have accounts. If you are named as one, the messages you receive come from the family's Nora number, include the loved one's name and the reason for the alert, and stop when the family removes you from their circle. Ask the family who added you, or email us at support@dialnora.com, to be removed.

How we protect information

Information is encrypted in transit. Access inside the product is controlled row by row in our database, so families see only their own circle and private notes are visible to no one's dashboard. Our staff tool records every access. No system is perfectly secure, and we will tell you promptly if an incident affects your information.

Children

Nora is a service for adults and is not directed to anyone under 18.

Changes to this policy

If we make meaningful changes, we will tell account holders by email or in the dashboard before the changes take effect.

Contact us

Write to support@dialnora.com. A person reads every message.