The person on the other end of that call is someone's whole world. We treat them that way.

Every call KindredMind handles follows the same principles that trained dementia care professionals are taught on day one: warmth before information, patience before resolution, comfort before accuracy.

The Alzheimer Society of Canada's published guidance for dementia-friendly phone calls, the accepted standard in professional memory care, doesn't ask caregivers to be literally accurate. It asks them to be warm, patient, and reassuring. To meet the person where they are.

That is the foundation every KindredMind call is built on.

Protecting your loved one, and your family's privacy, means building on that foundation with the same rigour. Here is exactly what we do.

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Consent and Legal Authorization

KindredMind is set up entirely by the caregiver who holds legal decision-making authority for the person with dementia. This is not a technicality. It is the framework that governs every care decision made on behalf of a person who lives with dementia — which facility, which medications, which care approaches, and which communication tools serve their wellbeing.

The person with dementia is not informed that calls are being answered by AI. This is a deliberate design decision grounded in the established ethics of dementia care, which prioritises the emotional wellbeing of the person with dementia over factual transparency. The same clinical framework that guides professional dementia care communication supports this approach. We have written about this in detail.

The companion's voice presence is built only from your own short interview sessions with our setup specialist Sarah, completed during onboarding. Real conversations between the companion and your loved one are never recorded for training. Anything you want the companion to learn from a real call, you add yourself by opening the Voice tab and starting another short interview session.

For a full treatment of our ethics and consent framework, read our ethics position. Read our ethics position →

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Data Privacy: What We Collect and Why

KindredMind collects information in two categories: the information you give us directly (account details, intake data, knowledge base entries, voice recordings), and the information generated by calls (transcripts, timestamps, call metadata).

What we collect:

• Your first name, email address, and billing information
• Your loved one's preferred name (what you call them), personality, daily routine, family details, and life history — as entered in the intake form. We never ask for their full legal name or date of birth.
• Your voice recordings from short interview sessions with our setup specialist Sarah, used to build your voice presence
• Transcripts and metadata from calls handled by KindredMind, encrypted at rest and deleted after 90 days
• Your own interview-session recordings, used to build your voice model and then automatically deleted within 24 hours of the model being ready
• On the Care Circle plan: each care circle member's own voice recordings and account details, linked to the shared care circle but stored separately and owned by that individual caregiver

What we do not collect:

• We do not ask for your loved one's full legal name or date of birth — only their preferred name (Mom, George, Nana) and the personal details that help KindredMind companion know them
• We do not collect audio recordings of calls, only text transcripts
• We do not collect data from your loved one's existing phone or contacts
• We do not track your browser activity outside of kindredmind.care
• We do not sell data to third parties. We do not share data with advertisers. We do not use your data to build models for other companies.

Encryption: What Is Protected and How

KindredMind is built privacy-first from the ground up — we never collect your loved one's full name or date of birth. The personal details you do share — their life story, every word of every call, your phone number — are encrypted before they are ever written to our database. If our database were stolen, an attacker would find nothing but unreadable ciphertext.

Everything sensitive is encrypted at rest using AES-256 encryption, the same standard used by financial institutions and healthcare providers. This includes:

• Your loved one's life history, personality notes, and all intake form fields
• Family member information and relationship notes
• All call transcripts — every word of every conversation
• Caller phone numbers and your caregiver phone number
• Recurring questions and weekly context updates

Data in transit between your browser and our servers is encrypted via TLS 1.3. voice presence files are stored in encrypted object storage with restricted access.

The encryption keys are stored separately from the data they protect. Decryption only occurs at the moment data is needed, for call handling, dashboard display, or summary generation, and only within our secure server environment.

No Training on Your Data

KindredMind will never use your conversations, your loved one's words, your voice recordings, your intake information, to train AI models. Not our models. Not third-party models. Not any model.

We are explicit about this with all of our AI providers. Our contracts include data processing agreements that prohibit training on customer data. This is not a preference, it is a contractual requirement we enforce with every vendor in our stack.

When you delete your data, through the account settings or by closing your account, it is permanently removed from our systems and from the systems of our providers. We do not retain backups of deleted user data beyond the standard 30-day recovery window.

Care Circle Plan

The Care Circle plan lets up to four caregivers share one subscription and one knowledge base. Here is how we handle data within a care circle, and what each member can and cannot access:

• Shared knowledge base. All care circle members contribute to and read from a single shared knowledge base about your loved one. Any member can add or update entries. This is by design, consistency of care depends on a single, shared picture.
• Separate voice data. Each caregiver's interview recordings and voice presence are entirely their own. No other member can access, hear, or modify another member's voice presence. Voice data is owned by the individual caregiver and deleted only when that caregiver closes their account or removes their voice model.
• Separate dedicated numbers. Each care circle member has their own dedicated phone number. Call logs, transcripts, and summaries for calls to your number are visible to you and are not automatically shared with other circle members.
• Circle owner billing. The care circle owner holds the Stripe subscription and is the billing contact. Members who join via invite code are not charged and have no access to billing information.
• Leaving the circle. If a member leaves the care circle, their voice model and their call history remain with their account. Their contributions to the shared knowledge base remain with the circle. The circle owner may remove a member at any time; the removed member's access to the shared knowledge base ends immediately.

All care circle data is subject to the same encryption, retention, and deletion commitments described on this page. The fact that data is shared within a circle does not change how we store or protect it.

Call Safety Protocols

Every call handled by KindredMind goes through a real-time safety layer. This is not an afterthought, it is part of the core call-handling engine. Here is what happens during a call:

Your Control Over the System

You are in control of KindredMind at all times. There are two modes:

• Support Me: Calls ring your real number first when the ringer is on. KindredMind picks up after the number of rings you choose, and you can join the call live at any point.
• Cover for Me: KindredMind handles every call. Your phone stays quiet, and you receive a summary after each one.

You can switch between modes instantly from your dashboard. If you are having a moment, if you want to take every call yourself today, or if you want to be completely off-grid, the system adapts immediately.

You can also export all of your data at any time from account settings. This includes your intake form, knowledge base, call transcripts, and account information, in a single JSON file. You own this data. You can take it with you.

Our Privacy Commitments in Plain Language

Third-Party Providers

KindredMind uses a small set of carefully selected third-party providers. We have data processing agreements with each of them that explicitly prohibit training on customer data.

• Our voice technology partner, Voice cloning and text-to-speech. Your voice recordings are processed and stored securely within KindredMind's account. They are not shared with other customers and are never used for training.
• Our AI call infrastructure partner, Conversational AI and real-time call handling. Manages call routing and transcription on our behalf.
• Our AI language model partner, for conversation and summary generation. Used under an API agreement that prohibits training on inputs.
• Our telephony infrastructure partner handles phone number provisioning and call routing. Does not store call content.
• Stripe, Payment processing. We never store full card numbers, Stripe handles all payment data directly.
• Our email delivery provider handles account verification and notification emails only.

We do not use advertising networks, analytics that track individuals across sites, or any provider whose business model depends on data monetization.

Reporting a Concern

If you have a privacy concern, a question about your data, or a safety issue with a call, please reach out directly at privacy@kindredmind.care. We respond within 24 hours on business days.

If you believe there has been a data breach or a safety incident, contact us immediately at the same address and include "URGENT" in the subject line.

Further Reading

For the full legal details, see our Privacy Policy and Terms of Service. For our ethical framework around AI in dementia care, see Our Approach. For the question of whether AI is appropriate in this context at all, see Is It Ethical to Use AI for Dementia Care?