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Effective November 3, 2026 · Version 2026-11-03.1
This notice explains how Relay Care handles personal information for its United States care-coordination service. Our separate Consumer Health Data Privacy Policy describes health data, its sources, recipients, and your choices. Agreeing to the Terms or acknowledging this notice does not replace permission to collect or share health data.
Account information includes your name, email addresses, verification status, password hash if you choose a password, profile image, and account settings. We keep circle memberships, invitations, permission and policy receipts, and changes needed to maintain shared records. A verified phone number is collected only for an enabled phone feature that you choose.
If you set up message keys, we keep the public half of your keys, a statement your device signs to show they are yours, copies of your private keys that your device seals with your recovery key or passkey, the passkeys you register for messages, and the key records of each conversation that uses them.
Content includes the care notes, medication details, appointments, checklist items, votes, replies, reactions, messages, photos, files, and document labels you or other authorized members submit. Health information is described in the health-data policy. Upload only information you have permission to share.
Technical records include session identifiers, request IP addresses where available, browser or device information, delivery receipts, security events, and limited error and operational logs. Required cookies keep you signed in; local browser storage remembers interface preferences and temporary app state. We do not use advertising trackers or collect device precise location. Uploaded files can themselves include location or other sensitive details.
Relay Care uses cookies only to sign you up and keep you signed in. When you sign in, we set one cookie, named __Secure-better-auth.session_token, that holds a random sign-in token. Page scripts cannot read it, and it is sent only over secure connections to Relay Care. It stops working when you sign out, after 7 days without use, or 30 days after you signed in, whichever comes first. When you create an account, or sign in to one whose email address is still waiting to be verified, we also set a cookie named __Host-relay-sign-up for one hour. It shows that this browser chose the account’s password, so verifying the email address keeps that password. Page scripts cannot read it either, and it is sent only over secure connections to Relay Care. If your browser blocks these cookies, you can still read our public pages but cannot sign in.
Your browser also keeps some settings on your device so the app stays the way you left it: text size, larger buttons, light or dark appearance, the sections you opened or collapsed, the profile you last opened, reading suggestions you dismissed, whether you have seen the app tour, and when you last downloaded a backup on that device. While a tab is open, it also keeps that tab’s Ask Relay conversation and the passage a link should highlight; these are removed when you close the tab. The app also keeps a copy of its own icons, which hold no personal information. If you set up message keys, your browser also keeps them, a record of the keys each conversation has used and whether you verified them, and messages still waiting to send. Signing out removes them, unless you chose to keep them on that device. This saved information is not a cookie, stays in your browser, and is not shared with other companies. Clearing this site’s data in your browser removes it.
We do not use analytics, advertising, social media or other third-party cookies or tracking scripts, and our pages are set up so that scripts from other sites cannot load. That is why Relay Care shows no cookie banner: the sign-up and sign-in cookies are needed for the service you asked for, and the saved settings are ones you chose. When you subscribe on the web, checkout and billing pages open on Stripe’s own site, which uses its own cookies under Stripe’s privacy policy.
Because we do not track you across other websites or sell or share personal information for advertising, browser “Do Not Track” and Global Privacy Control signals do not change how Relay Care works. If we ever add cookies or similar technology for another purpose, we will update this notice first and ask for your permission where the law requires it.
We use information to verify accounts, maintain circles and records, display and search the information you can access, process selected uploads, deliver requested notifications, administer subscriptions, provide support, investigate abuse, and secure and maintain the service. We do not sell personal or consumer health data, rent it to advertisers, or use your care content for targeted advertising.
Active circle members can access shared records according to their permissions. A personal circle is private to its owner; shared partners can see each other’s separate profiles. Private messages are limited to the participants, and excluded from circle exports, circle backup downloads, shared search and Ask Relay. Circle administrators cannot open private conversations merely because they are administrators. Authorized service operators may access data as needed for support, security, a submitted abuse report, or legal obligations.
People you invite may download, copy or export accessible records. Exported files, calendar subscriptions and information copied outside Relay are outside its access controls. Review invitations and remove access when it is no longer needed. Blocking messages prevents new messages; it does not erase copies already received.
The hosted service uses Amazon Web Services for infrastructure and storage and Postmark for transactional email, verification codes and recovery links. Optional SMS uses Twilio only if enabled. Support emails are forwarded to the operator’s Google-hosted support mailbox. These providers process the information necessary to deliver their features. Local demonstrations use fictional records and local or simulated providers.
Relay Care does not send care records to artificial intelligence services. Ask Relay, Catch me up and the organizing of new posts and uploaded images run on Relay Care’s own servers from the records your circle can see. To match a question with records worded differently, Ask Relay uses an open-source text-matching model that runs on those same servers. It keeps a numeric fingerprint of each passage your circle can ask about; a fingerprint is removed within a day after its passage is edited or deleted, and with the circle. Your records are never used to train it. If you ask Ask Relay to draft a private message, the request and the draft are handled without being saved on our servers. Medication searches send the entered medication search terms to the United States National Library of Medicine’s public medication directory; do not enter identifying medical details in a medication search.
Website subscriptions use Stripe’s hosted payment pages, and subscriptions in the iPhone app use Apple’s In-App Purchase. Relay stores the account linkage, provider customer or transaction identifiers, subscription status and access entitlement needed to manage your plan. With an App Store purchase, the app gives Apple your Relay account’s identifier, a code that is not your name or email address, so Apple’s records of the purchase can be matched to your account. Relay does not collect or store full card numbers. Payment providers handle payment details under their own notices. Care records are not sent as checkout descriptions. When an account that has had a subscription is deleted, Relay keeps a one-way fingerprint of its email address, and not the address itself, so the website’s free trial is not offered to it again.
We may disclose information when legally required or to protect people and the service, using applicable safeguards. If ownership changes, any handling of personal information must remain consistent with applicable law and required notice or consent; this notice is not advance consent to a new use of health data.
Shared records are retained while their circle remains active. Account deletion revokes account access and removes private conversations for both participants; contributions needed for other circle members may remain attributed to a former member. Deleting your account also deletes each circle nobody else is left in, such as your own profile. It removes your private conversations at once, with their messages, files and key records, and removes your message keys, the copies we keep of them and your passkeys for messages at once too. The device you delete your account on also clears the message keys it kept. On other devices where you chose to keep your keys, they stay until you clear Relay Care’s data in that browser or remove the app from that device. Deleting an account and requesting deletion of a care recipient’s health records are distinct. Use the request options below for health-data deletion or questions about retained records.
Circle deletion normally includes a 30-day recovery period before permanent removal. Raw inbound message payloads normally expire after 90 days. A new account whose email address is not verified within a day is deleted with its password, so the address stays free for the person it belongs to. Storage cleanup and backup expiry can take additional time after access is removed. Limited consent, security, billing and audit records may remain when needed to document choices, comply with law, prevent abuse or resolve disputes. We do not promise that deleting an account erases records other people lawfully hold or cancels an App Store subscription; manage subscriptions with the payment provider.
We use access controls, encrypted connections, private file access and the storage protections configured for the hosted service. No service can guarantee perfect security or uninterrupted availability. Keep account credentials private, sign out of shared devices, and report suspected unauthorized access to support. Relay is not an emergency monitoring service.
You can manage reply and mention notifications in Settings; email for these notifications is off by default. Essential verification, recovery and service communications may still be sent. Device permissions, when a native feature requests them, are controlled by your operating system. Notifications can reveal information on a shared screen; choose settings accordingly.
You may request access, correction, export, deletion, withdrawal of permission or an appeal of a privacy decision. We verify identity and authority before disclosing or deleting sensitive information and respond within the period required by applicable law. Some rights have lawful exceptions; if we cannot fulfill a request, we will explain the reason and available appeal options. You may use an authorized agent where permitted. Exercising a privacy right will not result in unlawful discrimination.
Use Account for account deletion, circle settings for sharing permissions, or the form below. You can also email support@relaycare.app with “Privacy request” or “Privacy appeal” in the subject. Do not send passwords, identification documents or medical records by ordinary email unless a verified support process specifically provides a secure way to do so.
Relay accounts are intended for adults aged 18 or older in the United States. Adults may manage another person’s records only with the required permission or legal authority. Creating a care circle requires the creator to state that they have that permission or authority. Relay records that statement without independently verifying it. We do not invite children to create accounts. Contact support if you believe a child has registered or records were shared without authority.
We publish the effective date and version of this notice. Material changes require a new acknowledgment before continued app use; this does not authorize a new health-data purpose. New uses requiring consent will have a separate permission step. Your statutory rights are not reduced by this notice.
Relay Care is operated by BKMT Studios LLC. Contact support@relaycare.app.
Mailing address: 1401 21st St, Ste R, Sacramento, CA 95811