Terms of Service

1. Agreement to Terms

By using HelloRemind's automated reminder call service ("Service"), you agree to these terms. If you don't agree, please don't use our Service.

These terms apply to all users, including caregivers, family members, and anyone using our Service to set up reminder calls for their loved ones.

2. What HelloRemind Does

HelloRemind provides automated phone call reminders and text message notifications for medications, appointments, and other important tasks. We help caregivers stay connected with their loved ones' daily routines.

Our Service includes:

• Scheduled automated phone calls and text messages with personalized messages
• Text-to-speech and custom voice recordings
• Escalation notifications via SMS or phone call when reminders are missed
• Real-time notifications when calls or messages are answered or missed
• Family network alerts for missed reminders
• Secure communication history and response tracking

3. SMS Notifications and Caregiver Consent

What we send. HelloRemind sends transactional text messages only: reminders to the person being cared for, notifications to caregivers about whether a reminder was answered or missed, and alerts to a nominated escalation contact when a reminder is missed. We never send marketing or promotional texts.

Consent is separate. Creating an account does not by itself enrol you in text messages. Account holders consent for their own number by ticking a box that is unchecked by default on a step of its own, and must complete that step before entering the caregiver dashboard. Consent is optional for invited caregivers and is never a condition of purchase.

People who did not create the account are asked directly. A recipient or an escalation contact whose number was entered by a caregiver receives one text asking for their consent and must reply YES before anything further is sent. If they do not reply after three attempts, spread over at least three days, we stop contacting them. Being named by someone else is not consent.

Opting out and getting help. Reply STOP to any message to opt out; you will receive one confirmation and nothing further. A recipient who replies STOP is opted out of both texts and reminder calls. Reply HELP for support, or email hi[at]helloremind[dot]me. Caregivers can also turn notifications off under Account → Notifications.

Message and data rates may apply. Message frequency depends on how many reminders are scheduled, typically 0–5 per day. Carriers are not liable for delayed or undelivered messages. Text notifications are a convenience, not an emergency service, and opting out may affect your ability to monitor reminder delivery. Full details, including the exact wording of every consent request, are in our Messaging Policy.

Important: SMS notifications are not intended for emergency or critical medical use; always maintain backup systems.

4. Eligibility and Account Requirements

To use our Service, you must be at least 18 years old and legally capable of entering binding contracts. By creating an account, you represent that all information provided is accurate and current.

You're responsible for maintaining the security of your account and all activities under your account. Notify us immediately of any unauthorized access.

5. Authorization and Consent Requirements

CRITICAL REQUIREMENT: You represent and warrant that you have obtained (or will obtain prior to the first transmission) explicit written or documented consent from all recipients and their authorized representatives for:

• Receiving automated calls and text messages from our Service on their behalf
• Processing and storing their personal information including names, phone numbers, and medical/appointment details
• Sharing information with designated caregivers and family members as configured
• Your authority to act on their behalf in setting up and managing their reminder schedule
• Emergency escalation procedures including who may be contacted when reminders are missed

You acknowledge that you are solely responsible for obtaining and maintaining proper authorization. This includes ensuring recipients understand they can withdraw consent at any time and request removal from the Service.

LEGAL COMPLIANCE: You must comply with all applicable laws regarding automated calling, text messaging, and privacy, including but not limited to the Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, and state privacy laws.

6. Your Additional Responsibilities

When you use our Service, you also agree to:

• Provide accurate phone numbers and contact information
• Use the Service only for legitimate reminder purposes (medications, appointments, wellness checks)
• Keep your account login information secure and confidential
• Notify us immediately if someone withdraws consent or asks to stop receiving calls
• Understand that recipients and escalation contacts can automatically opt out of SMS by replying "STOP"
• Maintain documentation of consent for all recipients in case of legal inquiry
• Immediately update recipient information when it changes
• Monitor the Service to ensure it's working as intended for your recipients

7. Legal Use and Restrictions

We've designed our Service to comply with telephone calling and SMS messaging laws, but you are solely responsiblefor using it legally and obtaining proper authorization. Any violation of consent requirements or applicable laws is entirely your responsibility.

You cannot use our Service for:

• Marketing, sales, promotional, or solicitation calls or text messages
• Harassing, threatening, abusive, or inappropriate messages
• Calling or texting people who haven't given explicit permission
• Any illegal activities or violations of applicable laws
• Excessive calling or messaging that could be considered spam or abuse
• Impersonating others or providing false information
• Transmitting malicious content, viruses, or harmful code
• Violating privacy rights or applicable telemarketing regulations
• Any activity that could damage our reputation or Service
• Bypassing or attempting to circumvent our security measures

Enforcement: If we find that you're misusing the Service or violating consent requirements, we may suspend or terminate your account immediately without refund. We may also report violations to appropriate authorities.

8. Fair Use and Service Limits

Your plan's reminders-per-week and loved-ones limits are published on our pricing page. Separately, every account also has an additional layer of limits that exist purely to prevent abuse of the Service — for example, a compromised account being used to blast calls or texts. These are bounds against misuse, not a lower or hidden version of your plan's reminders: they are set well above anything an account could reach through normal, legitimate use of its advertised pool, so a family using the Service as intended will never come close to one.

These limits are:

• A weekly and monthly ceiling on calls and text messages placed through the Service, on top of your plan's advertised reminder pool.
• A small weekly limit on test calls — the calls you place to confirm a phone number works before relying on it for a reminder. This is a courtesy against misuse of that feature, not a limit on real reminders.
• A cap on webhook endpoints an account may register, if your plan includes API access. It is shown in your account as "N of M endpoints" and exists to prevent a single account from fanning delivery events out to an unreasonable number of destinations.

What happens if one is reached: we never silently drop a reminder. If a delivery is skipped because an account reached one of these limits, it is marked "not sent" with its reason in your delivery history, and we email the account owner immediately — naming the reminder, the recipient, and which limit was reached.

If your organization has negotiated custom limits under a separate agreement, those contract terms govern your account instead of the defaults described above.

9. Commercial Use and Resale Restrictions

Our Service is licensed for your personal use only. You may not:

• Resell, redistribute, or sublicense our Service to any third party
• Use our Service to provide similar services to other businesses or individuals
• Create competing services based on our technology or approach
• Reverse engineer, decompile, or attempt to derive our source code
• Use automated tools, bots, or scripts to access our Service beyond normal usage
• Share your account credentials with others or allow unauthorized access
• Use our Service for commercial call center or telemarketing operations
• Aggregate, scrape, or systematically download our content or data

Violation of these restrictions will result in immediate account termination without refund and may result in legal action.

10. Intellectual Property

HelloRemind and all related technology, trademarks, copyrights, and intellectual property are owned by us or our licensors. You receive only a limited, non-exclusive, non-transferable license to use our Service according to these terms.

You retain ownership of any content you provide (such as custom voice recordings or messages), but you grant us a license to use this content solely to provide our Service to you.

10a. Text Messages (SMS)

HelloRemind sends transactional text messages only — reminders, and notifications about whether a reminder was answered or missed. We never send marketing or promotional texts, and consent to receive texts is never a condition of purchase.

Consent is collected separately from each person we message. As a caregiver, you consent for your own number by ticking an unchecked box during onboarding or when you accept an invitation. For a person you care for, you must first confirm you have their permission, and then they are asked directly, by text, and must reply YES before we send them anything further. If they do not reply after three attempts, spread over at least three days, we stop contacting them.

Reply STOP to any message to opt out; a recipient who replies STOP is opted out of both texts and reminder calls. Reply HELP for support. Message and data rates may apply, and message frequency depends on how many reminders are scheduled (typically 0–5 per day). Full details are in our Messaging Policy.

11. Your Data and Privacy

We take your privacy seriously. Please read our Privacy Policy to understand how we collect, use, and protect your information.

Key points:

• We never sell or share your personal information
• Your data is encrypted in transit, and phone numbers, audio, and backups are encrypted at rest. Our Security page states exactly what is encrypted and what is not
• You can delete your data anytime
• We only use trusted partners (Twilio, Stripe, etc.) who protect your information
• Two-factor authentication is available on every account

12. Billing and Payments

We offer monthly and annual subscription plans. Your subscription automatically renews unless you cancel. We process payments securely through Stripe.

Important billing details:

• 14-day free trial for new accounts (no credit card required)
• Subscriptions auto-renew at the end of each billing period
• Cancel anytime - your Service continues until the period ends
• Price changes require 30 days advance notice
• A full refund of your first payment is available within 14 days of that payment, once per account
• Standard carrier messaging rates may apply for text message escalations

13. Service Reliability and Modifications

We work hard to keep our Service running smoothly, but technology isn't perfect. We aim for 99.5% availability each month, and to place each reminder within 15 minutes of the time you scheduled it. Sometimes we need to do maintenance or updates that might temporarily interrupt the Service.

Time doesn't count against that when it's announced maintenance we told you about in advance, a failure at one of the companies we rely on to make calls or store recordings, something in your own setup — your sign-in provider, your firewall — or an event outside anyone's control. Everything else counts, including our own mistakes.

Organization customers with a contract may be entitled to a credit against a month we fall short. The amounts and how to claim are set out in your agreement.

Service Modifications: We reserve the right to modify, suspend, or discontinue any part of our Service at any time, with or without notice. We may also impose usage limits or restrict access as needed to maintain service quality or comply with legal requirements.

14. Indemnification

You agree to defend, indemnify, and hold us harmless from any claims, damages, or expenses (including legal fees) arising from:

• Your improper or illegal use of our Service
• Lack of proper consent from recipients for calls, text messages, or data processing
• Violation of these terms or any applicable laws or regulations
• Claims by recipients regarding unauthorized contact or privacy violations
• Any content you provide including voice recordings, messages, or recipient information
• Infringement of third-party rights through your use of our Service

HelloRemind cannot be held liable in any legal proceeding with respect to your improper or illegal use of the Service.

15. Our Liability Limits

TO THE MAXIMUM EXTENT PERMITTED BY LAW: We provide our Service "as is" without any warranties. Our total liability for any claims is limited to the amount you've paid us in the past 12 months, or $100, whichever is greater.

We're not liable for indirect, incidental, special, consequential, or punitive damages, including but not limited to lost profits, lost business opportunities, emotional distress, medical emergencies, or any damages from missed reminders.

Important: Our Service is not intended for emergency situations or critical medical reminders where failure could result in serious harm. Always have backup reminder systems for critical medications or appointments.

16. Force Majeure

We're not responsible for delays or failures caused by circumstances beyond our reasonable control, including natural disasters, government actions, labor disputes, internet outages, third-party service failures (like phone carriers), or other unforeseeable events.

17. Canceling Your Account

You can cancel your account anytime from your account settings. When you cancel, your Service continues until the end of your current billing period, then stops.

We may suspend or close accounts that violate these terms. If we close your account for violations, you won't get a refund for unused time.

When you close your account, we'll delete your personal information according to our Privacy Policy, but we may keep some records as required by law.

18. Changes to These Terms

We may update these terms occasionally. If we make significant changes, we'll email you at least 30 days before they take effect so you can decide whether to continue using the Service.

By continuing to use the Service after changes take effect, you accept the new terms.

19. Assignment and Transfer

You may not assign, transfer, or delegate your rights or obligations under these terms without our written consent. We may assign these terms to any affiliated company or in connection with a merger, acquisition, or sale of assets.

20. Legal Stuff

These terms are governed by United States law. Any legal disputes will be resolved through binding arbitration or in the courts where our business is located. You waive any right to a jury trial or class action lawsuit.

If any part of these terms is found to be unenforceable, the rest still applies. No failure to enforce any provision constitutes a waiver of that provision.

These terms, along with our Privacy Policy, constitute the entire agreement between you and HelloRemind. They supersede all prior agreements or communications about the Service.

21. Questions?

Have questions about these terms? We're here to help.