Privacy Policy

1. Introduction

Senior Tech Services, LLC, doing business as Senior Tech Support ("Senior Tech Support," "we," "us," or "our"), provides in-home, on-site, and remote technology support services, primarily for older adults and the family members, friends, and professional caregivers who help them. We currently provide Services in Illinois, including the Chicago area, and plan to expand to Grand Rapids, Michigan and other service areas.

This Privacy Policy explains, in plain language, what personal information we collect, how we use it, how we share it with the service providers that help us run our business, and the choices you have. It applies to our website at https://seniortechsupport.net/ (the "Website") and to the technology support services we provide in person, by phone, and remotely (collectively, the "Services").

Please read this Policy carefully. By using our Website or Services, you acknowledge the practices described here. If you do not want us to collect or use personal information as described in this Policy, please do not use the Website or Services.

2. Scope

This Policy covers personal information we collect from and about:

• •Visitors to our Website;
• •Prospective and current clients who contact us, request a quote, schedule an appointment, or receive technology support from us;
• •Family members, friends, caregivers, or other authorized representatives who contact us on behalf of a client or who are present during a service appointment;
• •Subscribers to our email list and recipients of promotional discounts or newsletters; and
• •People who call, text, or otherwise communicate with us through our published phone numbers and contact channels.

This Policy does not apply to the privacy practices of third-party websites, applications, devices, accounts, or services that we may access in the course of providing support to you. Those third parties have their own privacy policies, and we encourage you to review them. Our Policy also describes the privacy choices you can make about how we collect, use, and store your personal information.

You can jump to a particular topic by clicking any of the following links:

• •Personal Information We Collect
• •Sources of Personal Information
• •How We Use Personal Information
• •How We Disclose Personal Information
• •Calls, Voicemail, and AI Voice Assistance
• •Health and Other Sensitive Information
• •Cookies and Similar Technologies
• •Your Choices and Privacy Requests
• •Promotional Discounts and Marketing
• •Information Security
• •Information Retention
• •Third-Party Services
• •Reviews and Public Content
• •Children's Privacy
• •Older Adult and Caregiver Users
• •International Processing
• •Changes to this Policy
• •Contact Us

3. Personal Information We Collect

The categories of personal information we collect depend on how you interact with us. They may include:

Contact and Identification Information

• •Name, mailing address, service address, email address, and telephone number(s);
• •Information you provide about a person you are arranging services for, such as a parent or other family member;
• •Emergency or alternate contact information you choose to share with us.

Service and Appointment Information

• •Descriptions of the technology issue you would like help with, the devices and accounts involved, and any notes you provide about your goals or concerns;
• •Scheduling details, appointment history, and records of services performed, including technician notes and follow-up tasks; and
• •Photographs or screenshots that we may take during a service visit or remote session to document a device's condition, configuration, error messages, or completed work.

Device, Account, and Network Information

To diagnose and resolve technology issues, we may need to access, view, or temporarily handle:

• •Device information such as make, model, serial number, operating system, and settings;
• •Usernames, passwords, PINs, recovery codes, security questions, multi-factor authentication codes, or other account credentials that you provide so we can help you with an account or device;
• •Wi-Fi network names and passwords, router settings, and similar home or office network information; and
• •Files, messages, photos, contacts, or other content that may be visible on a screen we are working on.

We collect and retain this information only as needed to provide the Services and to maintain a useful service history for you. We strongly encourage clients to change shared passwords after services are completed when they are able to do so.

Payment Information

• •Billing name, billing address, and the amount and description of services; and
• •Payment information processed through our payment processor. Card payments are processed by Stripe (including in-person "Tap to Pay" transactions on a mobile device and online payment or purchase links). We do not knowingly maintain customer payment-card information outside our payment processor.

Communications

• •The content of emails, text messages, voicemails, chat messages, and other communications you send to us.
• •Phone calls placed to or received from our business numbers, which are handled through our telephone services (including ServiceM8 as our business VoIP service and inbound call recorder, Vapi as our AI voice service for our AI voice assistant "Joseph," Unicom for live answering during designated times, and Grasshopper as a business phone number and routing service that is not used by us to record calls), and which may be recorded or transcribed as described in the section titled, "Calls, Voicemail, and AI Voice Assistance" below.
• •Interactions with our AI voice support assistant, "Joseph," which is provided through Vapi. These calls may be recorded, transcribed, and logged so that we can provide and improve our service. You will be notified at the start of an AI-assisted call.
• •If we make an AI chat assistant (referred to as "Noah") available on the Website at any time, messages you exchange with that assistant.

Remote Support Sessions

When you request remote support, we generally use Splashtop SOS. Our current practice is to connect using a one-time session code that you provide to the technician, and not to install software that would allow us to connect to your device without your active participation. If your circumstances ever require a different setup, we will discuss that with you in advance.

Marketing Preferences

• •Your email subscription status, including sign-ups for promotional discounts or newsletters and any unsubscribe requests; and
• •Limited engagement information that our email provider may collect, such as whether a message was opened or a link clicked.

Website Usage Information

• •Basic technical information automatically collected when you visit the Website, such as IP address, browser type, device type, referring URL, pages viewed, and dates and times of visits, to the extent collected through cookies or our hosting provider's standard logs (see "Cookies and Similar Technologies" below).

Reviews and Public Content

• •Information you choose to share publicly, such as a review, testimonial, social media comment, or photograph that you submit to us or post about us.

4. Sources of Personal Information

We collect personal information from the following sources:

• •Directly from you, when you contact us, request a quote, schedule an appointment, sign up for emails, communicate with us, or receive Services;
• •From a family member, caregiver, or other person you have authorized to arrange Services on your behalf (or who arranges Services for you);
• •From the devices, accounts, and networks we help you with, with your permission, during a support session;
• •Automatically from your interactions with our Website and communications channels;
• •From our service providers, such as our booking and invoicing platform, payment processor, telephone services, and AI assistant providers, in the course of their providing services to us; and
• •From publicly available sources, when relevant (for example, a publicly listed phone number).

5. How We Use Personal Information

We use personal information to operate our business and provide the Services to you. Specifically, we use personal information to:

• •Respond to your inquiries, schedule appointments, and confirm details with you;
• •Provide, perform, and document technology support services, including in-home, on-site, and remote sessions;
• •Maintain a useful service history so we can help you more efficiently on future visits;
• •Process payments, send invoices and receipts, and keep accurate financial records;
• •Communicate with you about your appointments, services, and account, and to provide customer support;
• •With your consent or where otherwise permitted, send promotional discounts, newsletters, and other marketing communications, and let you know about new services that may be useful;
• •Operate, maintain, secure, and improve our Website, communications, and Services, including by reviewing call recordings, transcripts, and chat logs to improve quality and training;
• •Protect the safety, rights, and property of our clients, our team, our contractors, and our business;
• •Detect, investigate, and prevent fraud, abuse, and security incidents; and
• •Comply with applicable laws, regulations, court orders, and other legal obligations, and to establish, exercise, or defend legal claims.

6. How We Disclose Personal Information

We do not provide personal information to third parties in exchange for money. We disclose personal information only as described below.

Service Providers

We rely on third-party service providers to help us run our business. These providers receive personal information to provide their services to us, and they handle information under their own applicable terms of service, privacy notices, and the settings we configure in our accounts with them. They include, for example:

• •ServiceM8, which we use for online booking, scheduling, service management, invoicing, and client records, and which also provides our business VoIP phone service, including the prerecorded inbound call recording notice and inbound call recording;
• •Stripe, which processes our card payments, including in-person Tap to Pay transactions and online payment or purchase links;
• •Splashtop, which provides our remote support sessions;
• •Vapi, which provides the technology behind our AI voice support assistant "Joseph," including call recording, transcription, and logging;
• •Grasshopper, which provides a business phone-number and routing service for our communications; Grasshopper is not used by us to record calls;
• •Unicom, which provides live phone answering services during designated times;
• •Our email and marketing platform, which delivers promotional emails and newsletters and tracks basic engagement; and
• •Our Website host, security, and information technology providers.

If we make an AI chat assistant ("Noah") available on the Website, we will use an AI chat provider to operate it, and that provider will process the messages exchanged through the chat.

We may also offer a client portal, password manager, file storage, or similar tool to help us serve you. If we use any such tool, the provider will receive only the information needed to make the tool work.

Independent Contractors

Some of the technicians who deliver our Services are independent contractors rather than employees. Contractors may access the information they need to perform the services assigned to them. We are working to refine and document our expectations of contractors over time, including as we move toward a more employee-based staffing model. If you have a specific concern about who will be performing services at your home or for your loved one, please contact us before your appointment.

Family Members, Caregivers, and Authorized Persons

When a family member, caregiver, or other person arranges or pays for Services on behalf of a client, we may share appointment information, service summaries, and invoices with that person. We may also discuss service-related matters with a person you have asked us to coordinate with. Please tell us if you would like to change who is authorized to receive information about your account.

Business Transfers

If we are involved in a merger, acquisition, financing, reorganization, sale of assets, or similar transaction, personal information may be transferred as part of that transaction.

Legal and Safety

We may disclose personal information when we believe in good faith that disclosure is necessary to comply with applicable law, respond to lawful requests from public authorities, enforce our agreements and policies, or protect the rights, property, or safety of our clients, our team, our contractors, the public, or our business.

7. Calls, Voicemail, and AI Voice Assistance

We want our clients to understand how phone calls, voicemails, and AI voice assistance are handled when you contact us or we contact you.

Inbound Calls and Recording Notice

When you call our primary business number (877-630-3538), you will hear a prerecorded message before reaching a representative or automated system letting you know that calls may be recorded for training and quality purposes. The prerecorded notice is delivered through ServiceM8, our business VoIP service. By staying on the line after that notice, you consent to the recording of the call, and that any transcript of the call may be stored as described in this Policy.

After that notice, depending on how the call is handled, inbound calls may be recorded by one or more of the following services:

• •ServiceM8 – our business VoIP service, which records inbound calls handled through our line;
• •Vapi – our AI voice service, which hosts our AI voice assistant ("Joseph") and may record and transcribe calls routed to the AI assistant; and
• •Unicom – our live answering service, which may record calls transferred to a live operator.

Grasshopper is used as a business phone number and routing service in connection with our communications but is not used by us to record calls.

Outbound Calls

We use call recording on outbound lines only where notice has been provided and any consent required by applicable law has been obtained.

AI Voice and AI Chat Assistance

Information you share with our AI voice assistant ("Joseph," hosted through Vapi) or with our AI chat assistant ("Noah," when active) may be used to follow up with you, schedule services, respond to your request, and maintain service records. We do not use AI voice interactions to create voiceprints or to identify you biometrically. These assistants are not used to make legal or similarly significant automated decisions about you.

8. Health and Other Sensitive Information

We do not provide healthcare services and do not ask you to provide health information. However, because we help clients with devices, accounts, applications, email, web portals, and remote support, we may incidentally view or help you access health, insurance, prescription, telehealth, Medicare, benefits, patient portal, pharmacy, medical-device app, or similar sensitive account information if you ask us to help with those tools.

We use that information only to help you with the support task you have asked us to perform, and we try to avoid copying or recording sensitive health or financial details into our notes beyond what is needed to perform or follow up on the service. To help protect your privacy, we encourage you to close or hide any messages, documents, or browser tabs containing sensitive information you would prefer we not see before a technician begins working on your device or during a remote session. If at any time you would like a technician to stop viewing a particular account or screen, please let us know and we will pause or end that part of the session.

9. Cookies and Similar Technologies

Our Website uses cookies and similar technologies that are necessary for the Website to function properly. With your consent through our cookie banner, we also use Google Analytics to understand, in general terms, how visitors find and use our Website, such as which pages are viewed and how visitors arrive at the Website. We do not currently use Meta Pixel, Google Ads conversion tracking, retargeting pixels, or similar advertising or custom audience tools on our Website. If we add advertising or custom audience tools in the future, we will update this Policy and provide appropriate notice on our Website, which may include an updated cookie banner or preference tool.

Google Analytics and Advertising: Google Analytics may use cookies and similar technologies to collect limited information about your visit, such as pages viewed, general device or browser information, approximate location derived from IP address, referring source, and time of visit. We use this information to operate and improve the Website. We do not currently use Google Ads, Meta Pixel, or similar advertising or custom audience tools on our Website.

Browser Controls: Most web browsers let you control cookies through browser settings, including blocking or deleting cookies. Blocking certain cookies may affect how parts of the Website work. If we add advertising or custom audience tools in the future, we will update this Policy and our cookie disclosures as appropriate.

10. Your Choices and Privacy Requests

You have choices about how we communicate with you and use your information:

• •Declining Cookies: You are always free to decline any cookies we use by adjusting the settings of your browser or on the cookie tool on our Website. All browsers are different, so visit the "Help" section of your browser to learn about cookie preferences and other privacy settings that may be available. You may also visit www.allaboutcookies.org for more information about cookies, including how to see what cookies have been set on your device and how to manage and delete them. Please note that some products, services or features might not be available or operate properly if cookies are not enabled. Even if you choose to accept cookies, you are always free to change your mind and revoke that consent.
• •Email marketing: You can unsubscribe from our promotional emails and newsletters at any time by using the "unsubscribe" link in the email or by contacting us using the information at the end of this Policy. We will still send you transactional messages related to your appointments, services, and payments.
• •Text messages: If we send you text messages, you can opt out by replying STOP or by contacting us. Standard message and data rates may apply.
• •AI voice or chat assistants: If you would prefer not to interact with our AI voice assistant "Joseph" or any AI chat assistant we make available, you may end the call or chat and reach us through another channel listed in this Policy.
• •Call recordings: When you call us and reach our AI voice assistant or a recorded line, you will be notified that the call may be recorded. If you do not want the call recorded or transcribed, please let us know and we will work with you to find another way to communicate.
• •Access and corrections: You may contact us to ask about the personal information we have about you, to update or correct your contact information, or to ask us to delete information we no longer need to keep. We will respond to reasonable requests consistent with our legal and operational obligations.

Depending on where you live, you may have additional rights under applicable privacy laws. If you believe such a law applies to you and you would like to exercise a right under it, please contact us using the information below and we will respond as required by that law.

11. Promotional Discounts and Marketing

When you sign up for our promotional discounts, newsletters, or other marketing emails, we use your contact information and email preferences to send you those communications, to track basic engagement (such as opens and clicks), and to improve the relevance of what we send.

Promotional discounts and offers are subject to any terms stated in the offer itself, may be limited in time or scope, and may be changed or discontinued at any time. You can stop receiving promotional emails at any time as described in the "Your Choices and Privacy Requests" section.

12. Information Security

We use reasonable administrative, technical, and physical safeguards designed to protect personal information from loss, misuse, and unauthorized access, disclosure, alteration, or destruction. For example, our service providers for booking, invoicing, payments, remote support, and communications maintain their own security programs that we rely on for the data they handle.

No method of transmission over the internet or method of electronic storage is fully secure, however, and we cannot guarantee absolute security. You can help protect your information by keeping your devices and accounts secure, by changing shared passwords after a support session when you are able to do so, and by contacting us promptly if you suspect a problem.

13. Information Retention

We keep personal information for as long as we reasonably need it to provide the Services, to maintain a useful service history for you, to comply with our legal, tax, and accounting obligations, to resolve disputes, and to enforce our agreements. Records held by our service providers (such as ServiceM8 client records, Stripe payment records, telephone and AI voice service logs and recordings, and email marketing records) are retained in accordance with those providers' own practices and our settings with them.

We are continuing to develop and refine our internal retention practices and will update them over time. If you would like us to delete information we no longer need to keep, please contact us and we will work with you in a reasonable manner consistent with our legal and operational obligations.

14. Third-Party Services

Our Website and Services may include or rely on third-party services, including those identified in this Policy. We do not control these third parties and are not responsible for their privacy practices. When you interact with a third-party service through us (for example, when you sign in to one of your accounts so we can help you, or when you pay through Stripe), that third party's privacy policy and terms also apply.

In the course of providing Services, we may access your accounts with third-party services (such as email, cloud storage, social media, smart-home, streaming, or banking accounts) at your direction. We do so only to help you with the issue you have asked us to address, and we do not use those accounts for any other purpose.

15. Reviews and Public Content

If you share a review, testimonial, photograph, or other public content about us, or post about us on social media or a review platform, that content may be visible to others on those platforms and may be re-shared by us in our marketing, with appropriate credit where practical. Please do not include sensitive personal information (such as account credentials, full payment card numbers, or government identifiers) in any review or public post.

16. Children's Privacy

Our Website and Services are intended for adults. We do not knowingly direct our Services to, or knowingly collect personal information from, children under the age of 13. If you believe a child under 13 has provided personal information to us, please contact us and we will take appropriate steps to delete it.

17. Older Adult and Caregiver Users

Many of our clients are older adults, and many appointments are arranged or attended by a family member, friend, or professional caregiver. We want to be clear about how this works:

• •When a caregiver or family member contacts us on behalf of a client, we may share appointment information, service summaries, and invoices with that person as needed to coordinate care.
• •If you are the client, you can ask us at any time to change who is authorized to receive information about your account, to be present during a service appointment, or to receive copies of invoices and service notes.
• •If you are a caregiver or family member, please share information about a client with us only to the extent reasonably necessary to arrange the Services and respect the client's wishes about how their information is used.

We will use reasonable judgment to confirm who is authorized to make decisions about an account, and we may ask follow-up questions if a request seems inconsistent with the client's prior instructions.

18. International Processing

We provide our Services in the United States. Our service providers may store and process information on servers located in the United States or in other countries. By using our Website or Services, you understand that your information may be processed in the United States and in any other country where our service providers operate.

19. Changes to this Policy

We may update this Policy from time to time to reflect changes in our practices, services, or applicable law. When we update the Policy, we will change the "Effective Date" at the top of this page. If the changes are significant, we will provide a more prominent notice (for example, on the Website or by email). Your continued use of the Website or Services after the updated Policy becomes effective means you accept the updated Policy.

20. Contact Us

If you have questions or concerns about this Policy or our privacy practices, or if you would like to make a privacy related request, please contact us at:

We will do our best to respond to your inquiry in a timely manner.