Privacy Policy | Respite Request

1. Introduction

1.1 About This Policy

This Privacy Policy explains how Respite Request Inc. ("Respite Request," "we," "us," or "our") collects, uses, shares, and protects your personal information when you use our services. This policy applies to:

The Respite Request website (www.respiterequest.com);
Navelder, our AI-powered concierge and marketplace product, which is presented as "Navelder, powered by Respite Request";
Any related applications, tools, or features we provide.

Respite Request Inc. is the data controller responsible for your personal information collected through these services.

1.2 Your Agreement

By using our services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with our practices, please do not use our services.

2. What Information We Collect

2.1 Information You Provide

We collect information you provide directly to us, including:

Account Information: Name, email address, password, phone number (optional), and role (such as caregiver, discharge planner, or provider).
Profile and Listing Information: Organization name, job title, city, province or state, and details about services offered (for providers).
Inquiry and Communication Content: Messages, inquiries, and other content you send through the platform, including details about care needs, preferences, and circumstances.
Event RSVPs: Information you provide when registering for events, such as open houses or educational sessions.
Payment Information: If you subscribe to a paid service, payment details are collected and processed by our secure payment processors. We do not store complete credit card numbers on our systems.
Support Requests: Information you provide when contacting us for help or feedback.

2.2 Information Collected Automatically

When you use our services, we automatically collect certain technical information, including:

Device and Browser Information: Device type, operating system, browser type, and version.
Usage Data: Pages visited, features used, search queries, time spent on pages, and interaction patterns.
Log Data: IP address, access times, referring URLs, and error logs.
Cookies and Similar Technologies: We use cookies, pixels, and similar technologies as described in Section 6 below.

2.3 Information from Third Parties

We may receive information about you from third parties, such as:

Analytics providers;
Providers or users who mention you in communications;
Publicly available sources.

2.4 Sensitive Information

We encourage you to avoid submitting highly sensitive personal information unless strictly necessary for your purpose. This includes detailed medical diagnoses, Social Insurance Numbers, financial account details, or other information that could pose a risk if disclosed. If you choose to share such information, you do so at your own risk.

3. How We Use Your Information

We use the information we collect for the following purposes:

3.1 Operating and Improving the Service

To provide, maintain, and improve our platform and features;
To personalize your experience and display relevant content;
To develop new products, features, and services.

3.2 Connecting Users and Providers

To facilitate inquiries and communications between caregivers, discharge planners, and providers;
To process event RSVPs and notify you about events you've registered for.

3.3 Communications

To respond to your messages, questions, and support requests;
To send service-related communications, such as account notifications, security alerts, and updates about features you use;
To send promotional communications where permitted, with the option to unsubscribe.

3.4 Improving Navelder

To train, improve, and refine Navelder's AI models using aggregated and/or de-identified data;
To analyze usage patterns and feedback to enhance the AI-assisted experience.

3.5 Safety, Security, and Legal Compliance

To detect, prevent, and address fraud, abuse, and security issues;
To enforce our Terms of Service and other policies;
To comply with legal obligations, respond to lawful requests, and protect our rights.

3.6 Business Operations

To conduct research and analytics;
To support business planning and operational improvements.

4. Legal Bases for Processing

Where applicable (for example, under the General Data Protection Regulation or similar laws), we rely on the following legal bases to process your personal information:

Consent: Where you have given us explicit consent to process your information for a specific purpose.
Contract Performance: Where processing is necessary to provide you with the services you have requested or to fulfill our contractual obligations.
Legitimate Interests: Where processing is necessary for our legitimate business interests (such as improving our services, ensuring security, or communicating with you), provided those interests are not overridden by your rights.
Legal Obligations: Where processing is necessary to comply with applicable laws or regulations.

5. How We Share Your Information

5.1 With Providers

When you send an inquiry, RSVP for an event, or otherwise choose to contact a provider, we share relevant information with that provider so they can respond to you. This may include your name, contact information, and the content of your message.

5.2 With Service Providers

We share information with third-party vendors and service providers who help us operate our services, including:

Cloud hosting and infrastructure providers;
Analytics and performance monitoring services;
Email and communication platforms;
Payment processors;
Customer support tools.

These providers are contractually obligated to protect your information and use it only for the purposes we specify.

5.3 For Legal and Safety Reasons

We may disclose information if we believe in good faith that disclosure is necessary to:

Comply with applicable laws, regulations, or legal processes;
Respond to lawful requests from public authorities;
Protect the safety, rights, or property of Respite Request, our users, or the public;
Detect, prevent, or address fraud, security issues, or technical problems.

5.4 In Business Transfers

If Respite Request Inc. is involved in a merger, acquisition, reorganization, sale of assets, or bankruptcy, your information may be transferred as part of that transaction. We will notify you of any such change and any choices you may have regarding your information.

5.5 With Your Consent

We may share your information in other ways if you have given us your consent to do so.

6. Cookies and Tracking Technologies

6.1 What We Use

We use cookies, pixels, and similar technologies to:

Essential Functionality: Enable core features of the service, such as authentication and security.
Analytics and Performance: Understand how users interact with our services, identify issues, and improve performance.
Preferences: Remember your settings and preferences.
Marketing (Limited): In some cases, we may use cookies to deliver relevant advertising or measure the effectiveness of campaigns.

6.2 Your Choices

Most web browsers allow you to manage cookie preferences through browser settings. You can typically:

Block or delete cookies;
Receive alerts when cookies are being set;
Opt out of certain tracking.

Please note that disabling cookies may affect the functionality of our services.

6.3 Third-Party Analytics

We use third-party analytics services (such as Google Analytics) to help us understand usage patterns. These services may collect information about your online activities over time and across different websites. You can learn more about Google Analytics and opt out at https://tools.google.com/dlpage/gaoptout.

7. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law. Factors we consider include:

The nature of the information and the purposes for which it was collected;
Legal, regulatory, and contractual obligations;
The need to resolve disputes and enforce agreements.

When information is no longer needed, we securely delete or anonymize it.

8. Security

We implement reasonable technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include encryption, access controls, and regular security assessments.

However, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security, and you use our services at your own risk.

Your Responsibilities:

Use strong, unique passwords for your account;
Keep your login credentials confidential;
Log out of your account when using shared or public devices;
Notify us immediately if you suspect unauthorized access.

9. International Data Transfers

Respite Request Inc. is based in Canada. Your information may be processed and stored in Canada and in other countries where our service providers operate. Privacy laws in these countries may differ from those in your jurisdiction.

When we transfer personal information outside of Canada, we take reasonable steps to ensure that your information is protected in accordance with this Privacy Policy and applicable laws.

10. Your Rights

Depending on your location and applicable laws, you may have certain rights regarding your personal information, including:

Access: The right to request a copy of the personal information we hold about you.
Correction: The right to request that we correct inaccurate or incomplete information.
Deletion: The right to request that we delete your personal information, subject to legal and operational limitations.
Objection: The right to object to certain processing activities, such as direct marketing.
Withdrawal of Consent: Where processing is based on consent, the right to withdraw that consent at any time (without affecting the lawfulness of prior processing).
Data Portability: In some cases, the right to receive your information in a structured, commonly used format.

How to Exercise Your Rights:

To exercise any of these rights, please contact us at legal@respiterequest.com. We will respond to your request within a reasonable timeframe and in accordance with applicable laws. We may need to verify your identity before processing your request.

Please note that some rights may be limited by applicable law or our legitimate business interests.

11. Children's Privacy

Our services are not directed to children under the age of 16 (or the age of majority in your jurisdiction, if higher). We do not knowingly collect personal information from children.

If you are a caregiver or family member using the service on behalf of a senior or other individual, you are responsible for ensuring that you have the authority to share their information and that doing so complies with applicable laws.

If we become aware that we have collected personal information from a child without appropriate consent, we will take steps to delete that information promptly.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors.

When we make material changes, we will:

Post the updated Privacy Policy on our website;
Update the "Last Updated" date at the top of this page;
Where appropriate, notify you by email or through the service.

Your continued use of our services after the updated Privacy Policy takes effect constitutes your acceptance of the changes.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:

Respite Request Inc.
Email: legal@respiterequest.com
General Inquiries: info@respiterequest.com

We are committed to addressing your concerns and will respond to inquiries in a timely manner.