Privacy Policy

Effective date: June 7, 2026

Our Data Promise

Your family's stories belong to your family. We will never sell your data or share your information with any third party except as required by law. We do not use your conversations to train AI models, and we require the same commitment from every third-party service that processes your data.

You have the right to export everything and delete your account at any time. We will seek to have any company that acquires Lisova honor these same terms.

What Lisova Stores

Lisova stores the following information to provide its services across the mobile app and family dashboard:

• Profile — name, personality notes, conversation topics, cognitive status, and account preferences entered during setup
• Conversation history — the text of conversations between the user and their companion, used to provide context in future conversations and generate the daily digest
• Mental or physical health condition — caregivers may enter health-related notes, including cognitive and physical status, used to give the companion context (not for clinical, diagnostic, or treatment purposes — see "Not a Medical Device" below)
• Memories — short facts extracted from conversations, reviewed and annotated through the dashboard
• Stories — personal anecdotes and life experiences shared in conversation
• Life Story — a narrative generated from the profile and reviewed memories
• Daily digest — a summary of each session's conversation, emailed to the account holder
• Companion Photos — photos uploaded by account holders, family members, or contributors, used by the companion to spark conversation and capture memories
• Voice notes — optional audio recordings attached to photos, stored as audio files
• Conversation questions — custom and library questions that guide the companion's conversations
• Calendar events — appointments, reminders, and scheduled events managed through the dashboard
• Care team — names, roles, and contact information for people involved in care
• Care plan — daily care tasks, routines, and notes managed through the dashboard
• Health portals — links to external health portals saved for quick access
• Activity monitoring — conversation activity signals, alert history, and monitoring preferences
• Legacy Vault — encrypted documents, passwords, and family planning records (see Legacy Vault section below)
• Device and notification tokens — push notification tokens used to deliver alerts and reminders. These tokens are deleted when your account is deleted.
• Account and billing — email address, subscription status, and payment history (credit card details are handled entirely by Stripe and never stored by Lisova)
• Journal — private notes and reflections written by the caregiver through the dashboard
• Balance Wheel — periodic self-assessments of caregiver wellbeing across life dimensions, used for personal reflection only
• Living Options assessments — questionnaire responses and family member details (names, locations, relationships, and care capacity estimates). AI-generated scenario reports are created only if you opt in via a checkbox in the app — see "Living Options Assessment & Automated Decision-Making" below.
• Caregiver companion — conversation history between the caregiver and the Lisova support assistant, used to provide contextual guidance
• Trial progress — records of which onboarding tasks have been completed, used to calculate earned trial days
• Checklist — daily, weekly, and monthly care tasks created by the caregiver, along with per-period completion records. Lisova also seeds a small number of system items (such as "Reminiscence therapy") that are auto-completed when qualifying activity occurs — for example, when the senior has a conversation of sufficient length. System items can be deleted by the caregiver and will not reappear.
• Session analytics — basic usage metrics for each conversation session, including turn count, duration, and completion status. Used for billing, usage caps, and earned trial day calculations. These metrics do not include conversation content.
• Historical almanac — a curated library of public-domain historical photos, filtered by the senior's birth year to surface era-relevant conversation starters. Birth year is used only for relevance filtering.

Photos & Photo Storage

Lisova stores Companion Photos for use in conversations. Photos are accessible to the Senior during Companion interactions and visible to account holders, family members, and invited contributors within the Lisova platform. Photos are never shared outside of Lisova or used for any other purpose. Lisova is not a general photo storage or backup service. We recommend using a third-party service such as iCloud, Google Photos, or Amazon Photos for your complete family photo archive.

After a period of inactivity on the Senior's device, Lisova displays a slideshow of uploaded family photos on screen. Any voice activity or tap dismisses the slideshow immediately. The slideshow uses only photos already uploaded to the account — no external images are shown.

What Lisova Does NOT Store

Lisova actively detects and prevents storage of the following sensitive information:

• Phone numbers (including spoken formats)
• Email addresses (including spoken formats)
• Social Security numbers
• Credit card numbers
• Bank account or routing numbers
• Passwords or PINs of any kind
• Street addresses (beyond city and state)
• Full birthdates (day + month + year together)
• Medicare, Medicaid, or insurance ID numbers
• Financial account details
• Anyone's contact information mentioned in passing

We're continuing to improve this detection, but it isn't perfect. Lisova does not guarantee that sensitive information will never be inadvertently captured, and we encourage you to review the information stored in your account from time to time to make sure nothing slipped through.

Descriptive Redaction

Rather than storing a redacted or masked version of sensitive data (e.g., "XXX-XX-1234"), Lisova stores only a plain-language description of what occurred.

Example storage entries:

• "Dorothy shared a phone number — Lisova redirected and did not store the details."
• "Dorothy shared what appeared to be a Social Security number — Lisova redirected and did not store the details."
• "Dorothy shared credit card details — Lisova redirected and did not store the details."

Scam Detection

Lisova actively watches for phrases commonly associated with scams, fraud, and identity theft to protect your loved one. This is a fully automated safety feature — no Lisova employee reads, reviews, or listens to conversations as part of normal operations. Our automated system watches for known scam patterns and common attempts to solicit sensitive personal information, and gently redirects the conversation if detected.

Scam indicators our system watches for include:

• Sending money to someone unexpected
• Sharing account numbers with someone who called
• Winning a prize that requires payment or personal information
• Being asked to pay with gift cards
• An unexpected inheritance or lottery win
• Being asked to keep something secret from family
• Tech support contacts asking for device access
• Government agency impersonation (IRS, Social Security, Medicare)

When a scam indicator is detected, Lisova gently probes in conversation and immediately sends a high-severity alert to the caregiver — not held for the daily digest.

We're continuing to improve scam detection, but it isn't perfect. The system may miss real scams or flag legitimate messages, and Lisova doesn't guarantee that your loved one will never be subject to scam contact. You and your family are ultimately responsible for protecting your loved one from scams.

Pattern Escalation

If a request for the same category of sensitive information is detected more than twice within a single session, Lisova escalates with a medium-severity alert to the caregiver. This may indicate that someone is attempting to obtain information from your loved one.

How Families Are Notified

• Immediate scam alerts — sent in real time, not held for digest
• Pattern escalation alerts — sent as soon as the threshold is crossed
• Daily digest privacy notes — included in the end-of-day summary email when applicable
• Dashboard alerts section — all alerts are stored and visible in the Lisova family dashboard

How Conversations Are Processed

Conversations are processed automatically by AI systems to extract memories and generate life stories — this is the core feature of Lisova and is described in our Terms of Service. No Lisova employee reads conversation transcripts as part of normal operations. A team member may access account data only with your permission when resolving a support request.

Real-time conversation audio is never stored or retained — it is processed for transcription and immediately discarded. Only the text transcript is saved. Voice notes and photo audio recordings uploaded by caregivers are stored as part of the profile.

Information About Others

Some Lisova features allow you to provide information about people other than yourself or the senior — for example, listing family members in the Living Options assessment or adding care team contacts. When you provide this information, you represent that you have the authority to share it and that the individuals are aware their information is being stored in a caregiving context.

This data is used only within your account to personalize assessments and coordinate care. We do not contact individuals listed in your account unless you explicitly invite them through a Lisova sharing feature.

Children

Lisova is not intended for or directed to minors, and we do not intentionally collect data from minors. If you become aware of any inadvertent collection of a minor's data through Lisova, please notify us at privacy@lisova.ai and we will remove it.

Data Retention

Conversation history, memories, and stories are retained as long as you use the service, to support the companion's growing understanding of the senior. This continuity is core to what makes the relationship meaningful over time.

Living Options assessments, journal entries, balance wheel records, checklist items, and session analytics are retained alongside the rest of your account data and follow the same export and deletion process described below.

Caregivers may delete individual conversation transcripts at any time from the dashboard. Memories and stories already extracted from a deleted conversation will remain unless separately deleted. Caregivers may also contact us to request deletion of any profile data, including full account deletion.

If an account holder passes away: We recognize that family members may need access to important records or memories preserved through Lisova. Upon notification of an account holder's death, we will freeze the account — pausing further billing and any automated companion activity — and work in good faith with verified next-of-kin to provide a full data export, unlock Legacy Vault contents in accordance with the account holder's stated wishes, or close the account entirely. Verification of next-of-kin status is required to protect the privacy of the deceased and their family. Email privacy@lisova.ai with the relevant documentation to begin this process.

Cancellation and Account Deletion

When you cancel your Lisova subscription, your access continues through the end of the current billing period. Your data is retained after cancellation so you can reactivate at any time. If you want your data removed, you may request full account deletion separately.

To delete your account and all associated data, email privacy@lisova.ai. We will process your deletion request within 7 business days. Deletion is permanent and includes all conversation history, memories, stories, photos, Legacy Vault documents, journal entries, assessments, and checklist data. This cannot be undone.

Service Changes and Acquisition

If Lisova ever shuts down or is acquired by another company, we will notify all account holders in advance and ensure that all families can export or delete their complete data at no cost before any service ends or data transfer occurs. Your stories, memories, photos, and Life Story will always be yours to take with you.

In any acquisition, we will seek to have the acquiring company honor these same data terms so that your family's data is not used for any purpose beyond continuing the Lisova service.

Legacy Vault & Document Storage

The Legacy Vault is a separate, encrypted storage space within Lisova for sensitive documents and family planning records. It uses a three-layer security architecture — each layer provides a different level of protection.

Layer 1 — Conversations

Conversation transcripts are stored on AWS-encrypted infrastructure managed by Supabase. They are processed automatically by AI systems to extract memories and generate life stories. Conversation transcripts are accessible to caregivers with explicit dashboard access. Summaries and mood signals are visible to all family members with account access. Transcripts are never shared externally. No Lisova employee reads conversation transcripts as part of normal operations — access requires the account holder's permission in the context of a support request.

Layer 2 — Vault Documents

Vault documents are encrypted with AES-256 at rest — always stored as ciphertext, never plaintext. Access requires identity verification via a 6-digit code sent to your email. Lisova holds the encryption key; a court order or infrastructure breach would be required to access your documents without authorization.

What Lisova does not do with vault documents:

• We do not read, analyze, scan, or process vault document contents for any purpose
• We do not use vault contents for AI training, analytics, or any other purpose
• We do not share vault contents with any third party

Layer 3 — Vault Passwords (Zero-Knowledge)

Passwords stored in the Vault use a different and stronger protection. They are encrypted on your device using your PIN before reaching our servers — we never see them. This uses PBKDF2 with 150,000 iterations and AES-256-GCM encryption. If you lose your PIN, your passwords are gone permanently. That's intentional.

Access logging. We log vault access events (who opened the vault and when) for your security. We log access timestamps and user identifiers only — not document names or contents.

On account deletion. Vault documents and questionnaire answers are permanently and irreversibly deleted as part of account deletion processing. This deletion cannot be undone.

On company acquisition. In the event Lisova is acquired, vault documents remain encrypted at rest. We will require any acquiring company to honor the same privacy principles described here.

Living Options Assessment & Automated Decision-Making

The Living Options assessment uses AI to generate scenario reports about potential living arrangements — for example, weighing aging in place against moving in with family or assisted living. Because those reports profile the information you've entered (questionnaire responses, family member details, and care capacity estimates) and are produced automatically to inform significant family decisions, we treat them as automated decision-making and ask for your explicit consent before generating any.

You must opt in before a scenario report is generated. Before Lisova creates a Living Options report for your family, the app presents a checkbox where you confirm you understand the report is AI-generated from the details you've provided and you want it produced. No report is created without that consent — you can complete the questionnaire and review your inputs without ever generating a report.

You can withdraw consent at any time. Untick the opt-in checkbox in your Living Options settings to stop new reports from being generated. Existing reports remain available so you can review them; you can delete any individual report from the dashboard, or email privacy@lisova.ai to remove all of them at once.

Not a Medical Device

Lisova is not a medical device, is not subject to HIPAA, and does not store Protected Health Information (PHI) as defined by HIPAA. While caregivers may enter health-related notes (such as cognitive status or care team contacts), this information is provided voluntarily for companion context and is not used for clinical, diagnostic, or treatment purposes.

The Living Options Assessment is not financial, legal, or care-planning advice. Cost estimates are based on published survey data (such as the Genworth Cost of Care Survey) and regional averages — not real-time market pricing or individual quotes. Scenario analysis is generated by AI and reflects general considerations, not a professional assessment of your family's situation. Lisova strongly encourages families to consult with a geriatric care manager, elder law attorney, or financial planner before making major decisions about living arrangements.

Cookies and Analytics

Lisova uses essential cookies — such as session tokens to keep you logged in — which are strictly necessary for the service to function and do not require consent.

We also use Google Analytics (measurement ID G-LEC1B4EBEC) on the Lisova website to understand how visitors navigate our pages — things like which pages are visited most, where visitors come from, and how long they stay. Google Analytics uses cookies (such as _ga and _gid) to distinguish unique visitors. This data is anonymous and aggregated; it does not include your name, email, or any conversation content.

Google Analytics does not run until you give consent. When you first visit the site, a small card appears in the bottom-right corner of the page asking whether you're okay with analytics cookies. If you click "Reject all" or simply ignore it, no analytics data is collected and no tracking cookies are set. If you click "Accept all," Google Analytics begins collecting anonymous visit data for that browser.

You can change your choice at any time by clicking the "Cookie preferences" link in the footer of any page. This reopens the consent card so you can switch between accepting and rejecting analytics cookies.

We do not use advertising cookies, retargeting pixels, or any tracking that follows you across other websites. The Lisova mobile app does not contain Google Analytics or any third-party advertising SDKs.

Your Privacy Rights

Regardless of where you live, every Lisova user has the following rights:

• Right to know — You can ask us what personal data we hold about your account. We will respond within 30 days.
• Right to correct — You can update or correct any profile information at any time through the dashboard. You can also delete individual conversation transcripts, memories, and stories directly from the dashboard.
• Right to delete — You can request full account deletion at any time by emailing privacy@lisova.ai. All data is removed within 7 business days.
• Right to export — You can request a complete export of your data at any time, at no cost, by emailing privacy@lisova.ai. Exports include conversation transcripts, memories, stories, photos, the Life Story document, Legacy Vault documents, journal entries, Living Options assessments, balance wheel records, and checklist data.
• Right to opt out of sale — We do not sell your data. There is nothing to opt out of.
• Right to limit use of sensitive personal information — You can choose not to provide sensitive personal information. If you do, some parts of Lisova may not work or may be unavailable to you.

If you are a California resident, these rights satisfy your rights under the California Consumer Privacy Act (CCPA). If you are a resident of another US state with consumer privacy laws (Virginia, Colorado, Connecticut, etc.), we honor equivalent rights. To exercise any of these rights, contact privacy@lisova.ai.

Third-Party Vendors

Lisova shares data with a limited set of third-party vendors that store, process, or transmit data on our behalf. We select partners whose terms prohibit using customer data to train their models, and we require data processing agreements that restrict use of your data to delivering the Lisova service.

For the complete list of vendors, what data each receives, and how to request a copy of our data processing agreements, see our Third-Party Vendors page.

Questions or Deletion Requests