Privacy Policy

1. Scope

This policy applies to information handled through this website, our SMS program, and related care-team communications. It does not apply to independently operated websites or services that publish their own privacy policies.

2. Information we collect

Depending on how you interact with us, we may collect:

• Contact information, such as your mobile phone number, name, and preferred contact time.
• Conversation and planning information, including messages you send, your relationship to the person being planned for, names and locations you provide, planning circumstances, disposition or service preferences, timing, and cultural or religious needs.
• Messaging and consent records, including the date, time, and source of an opt-in or opt-out; HELP, START, and STOP requests; message identifiers; and delivery status.
• Website and technical information, such as browser, device, network, request, security, and diagnostic information that our systems and hosting providers receive when you use the service.
• Care-team account information, such as identity, authentication, organization membership, and authorized actions, if you use the staff dashboard.

If you provide information about another person, you represent that you are authorized to provide it for the purposes described in this policy. Please share only what is reasonably necessary for your request.

3. How we use information

We use personal information to:

• provide and personalize the funeral-planning intake;
• generate relevant follow-up questions and prepare a summary for an authorized care team member;
• respond to messages, provide support, and transfer the conversation from the automated assistant to a person;
• record and honor messaging consent, opt-out requests, and other communication preferences;
• operate, secure, troubleshoot, and improve the reliability of the service; and
• comply with law, enforce our terms, prevent misuse, and protect the rights and safety of users, our team, and others.

4. Automated processing and human review

During the initial intake, an artificial intelligence service processes the text you send to identify relevant planning details and generate a conversational response. Authorized care team members may review the conversation and intake summary and can take over at any time. We do not use the automated intake to make decisions that produce legal or similarly significant effects about you.

Text messages are not an appropriate place to send Social Security numbers, payment card information, passwords, copies of identity or legal documents, or other information that is not needed for the planning request. This service is not an emergency service.

5. SMS privacy and choices

When you text START to +13127856069, you request a conversational exchange about funeral planning and related care services. Message frequency varies based on the conversation, and you may receive multiple messages during an active intake. Message and data rates may apply. Consent to receive text messages is not a condition of purchase.

Reply STOP to opt out. Reply START to resume after opting out, or HELP for assistance. We may retain a minimal suppression record after an opt-out so that we can continue honoring your request.

6. How we disclose information

We may disclose personal information to:

• Authorized care team members who need the information to respond to your request.
• Service providers that process information on our behalf to provide iMessage or SMS delivery, artificial intelligence processing, database hosting, staff authentication, application hosting and file storage, security, and technical support. These may include Sendblue, OpenAI, Neon, Clerk, and Vercel when their respective services are used.
• Legal and safety recipients when disclosure is reasonably necessary to comply with law or legal process, investigate fraud or misuse, enforce agreements, or protect rights, property, or safety.
• A successor organization in connection with a merger, financing, reorganization, or transfer of all or part of our business, subject to applicable law and the mobile-information commitment above.

We do not sell personal information, and we do not share personal information for cross-context behavioral advertising.

7. Data retention

We retain each category of personal information only as long as reasonably necessary for the purpose for which it was collected. In deciding how long to retain information, we consider whether a planning request or care-team conversation remains open, the need to provide support, legal and contractual requirements, consent and opt-out record keeping, security and abuse prevention, dispute resolution, and applicable limitation periods. We delete or de-identify information when it is no longer needed, unless law permits or requires longer retention.

8. Security

We use administrative, technical, and organizational safeguards designed to protect personal information, including access controls and safeguards for data in transit and at rest where appropriate. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. SMS messages may also be accessible to your mobile carrier and anyone with access to your device or account.

9. Your privacy rights

Depending on where you live and subject to applicable exceptions, you may have the right to request access to or a copy of personal information, correction, deletion, or information about how it is used and disclosed. You may also have rights concerning sensitive personal information and the right to appeal our response to a request.

To submit a request, contact us using the information below. We may need to verify your identity and authority before completing a request. An authorized agent may submit a request where permitted by law. We will not discriminate against you for exercising an applicable privacy right.

You can make an SMS-specific choice at any time by replying STOP as described above. Because we do not sell personal information or use it for targeted advertising, we do not currently offer a separate opt-out mechanism for those activities.

10. Children’s privacy

The service is not directed to children under 13, and we do not knowingly collect personal information from children under 13. If you believe a child has provided personal information, please contact us so we can review and, where appropriate, delete it.

11. Changes to this policy

We may update this policy as our practices or legal obligations change. We will post the revised policy here and update the “Last updated” date. If a change materially affects how we handle information, we will provide additional notice when required by law.

12. Contact us

Contact Gravely with privacy questions, requests, or concerns: