Privacy Policy

How OperatorDirect handles your information

OperatorDirect holds sensitive information so it is available when you have lost your phone or wallet. This policy explains what we collect, how we use and protect it, who we share it with, and the choices you have. It applies to the website, the phone line and the messages we send, and it works together with our Terms of Service and SMS Policy.

What we collect

• Account details: your name, email address, phone number and sign-in credentials.
• Your Help Kit: the information you choose to save, such as trusted contacts, bank and carrier numbers, travel bookings, secure notes, medical and ID details, insurance, vehicles and ride preferences.
• Call information: the number you call from, call timing, your keypad entries and spoken responses while verifying, and a short summary of what you asked for. For calls and the extra phones you register, we store only the last four digits of the number and a keyed fingerprint that lets us recognise it again, not the number itself.
• Messages: texts and emails sent to or on behalf of you or your trusted contacts, voicemails left for you, and emails you forward to your private address.
• Security records: sign-in attempts, lock events and other account activity used to detect misuse.
• Basic technical data: a session cookie that keeps you signed in, and standard server logs. We do not use advertising or cross-site tracking cookies.

How we use it

• To verify you and run the phone line, the assistant and your dashboard.
• To send texts, emails and connect or transfer calls, only after you confirm them.
• To alert you to lockouts and sign-in activity, and to protect against fraud and abuse.
• To fix problems, maintain the Service and meet legal obligations.

We do not sell your personal information or use your Help Kit for advertising.

How we protect it

• PINs and account passwords are stored only as salted bcrypt hashes.
• Your passphrase and extra-sensitive Help Kit fields, such as carrier PINs, medical records and ID numbers, are encrypted with AES-256-GCM. Extra-sensitive fields are kept out of the assistant’s default view and released only when you ask and verify with your vault word.
• Repeated failed attempts lock phone access, and sign-in attempts on the website are throttled.
• No system is perfectly secure, so we cannot guarantee absolute security.

Who we share it with

We share information only as needed to provide the Service:

• Telephony and messaging providers (Twilio) carry calls and texts, and process the audio and speech recognition on the line.
• AI provider (Anthropic) receives the conversation and the Help Kit details needed to answer a request, so the assistant can respond.
• Email delivery providers send notifications and messages you ask us to send.
• Ride providers receive the details required to quote and book a ride, but only if you use that feature.
• Password breach checking: when you choose a password, we check it against a breach database using a partial hash, so the full password is never sent.
• Trusted contacts and household members receive what you tell the assistant to send them or choose to share with them.
• Hosting providers store the data on our behalf.
• Legal and safety: we may disclose information when required by law, or to protect the rights, safety and security of users or the Service.

These providers are bound by their own terms and privacy practices when they handle your information.

How long we keep it

• Call summaries are deleted seven days after the call.
• The call log (when each call came in, the last four digits of the number it came from, how it ended and which kinds of help were used, never what was said) is deleted 90 days after the call.
• Forwarded emails awaiting review expire after seven days.
• Shares, household invitations, shared trip details and password reset links expire and are deleted automatically.
• Activity entries (sign-ins, lockouts, calls and changes to your account) are deleted after 90 days and no longer record the address you signed in from. We keep only the date of your most recent call and of your last PIN or passphrase change, so we can remind you to test your line or refresh them.
• Scheduled calls, reminder calls, check-in timers, phone lender reminders and rides are deleted 30 days after they finish.
• Your account and Help Kit are kept until you delete them or ask us to.

Your choices

• View, edit and delete your Help Kit entries at any time from your dashboard.
• Lock your phone line, or turn off email forwarding, whenever you like.
• Reply STOP to any text to stop receiving texts from us.
• Ask us to delete your account and the information associated with it. Depending on where you live, you may also have rights to access, correct or receive a copy of your information.

Children

The Service is for adults. We do not knowingly collect information from anyone under 18, and will delete it if we learn we have.

Changes and contact

We may update this policy. When we do, we will change the date above, and for material changes we will notify you by email or on the website. For questions or requests, read how OperatorDirect works and use the contact details there.