Privacy Policy for Trelio

1. Introduction

Trelio ("App," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mobile and web application (Trelio) and associated services (collectively, the "Service"). Please read this Privacy Policy carefully. If you do not agree with our policies and practices, please do not use our Service. Your continued use of the Service indicates your acceptance of this Privacy Policy and our Terms of Service.

2. Information We Collect

2.1 Information You Provide Directly

• Account Registration and Authentication: Email address, phone number, and name; password (securely encrypted); profile information (bio, photo, location, interests); professional credentials (if registering as a therapist).
• Service Usage: Appointment booking information (date, time, duration, notes); chat messages and communications with peers and therapists; mood entries and emotional well-being data; goals and achievements you create; payment and subscription information.
• Device and Technical Information: Device identifiers (unique device ID); operating system and app version; IP address and device location (if permitted); camera and microphone access (for video/voice calls).

2.2 Information Collected Automatically

• Analytics and Usage Data: How you interact with the app (features used, session duration, user journey); performance metrics and crash logs; device diagnostics and error reports.
• Device Information: Device model, operating system version, unique identifiers; mobile operator and wireless carrier information.

3. Third-Party Services and Data Sharing

We use the following third-party services to provide, maintain, and improve our Service:

3.1 Firebase Services (Google LLC)

We use multiple Firebase services to support our operations: Firebase Authentication, Cloud Firestore, Firebase Crashlytics, Firebase Analytics, and Firebase Storage. Firebase processes personal data in accordance with their Privacy Policy and may transfer data internationally. For more information, visit: https://firebase.google.com/support/privacy

3.2 Google Sign-In

If you authenticate via Google Sign-In, Google will process your email and basic profile information. Your use of Google Sign-In is subject to Google's Privacy Policy: https://policies.google.com/privacy

3.3 Payment Processing

Third-party payment processors handle payment information. We do not store unencrypted payment card information. Payment processors comply with PCI-DSS standards.

3.4 Third-Party Analytics

We may use third-party analytics tools to measure app performance and user engagement. These services may collect anonymized usage data.

4. How We Use Your Information

We use collected information for service delivery, personalization, communication (including appointment reminders and support messages), analytics and improvement, safety and security, legal compliance, research (with anonymized data), and to power the AI support system that provides emotional support and safety monitoring.

5. Data Storage and Security

5.1 Storage Location

Your data is stored in secure cloud servers managed by Firebase and other service providers. Data may be stored in multiple geographic locations, including the United States and other countries.

5.2 Security Measures

• End-to-end encryption for sensitive communications
• Secure password storage using bcrypt or equivalent algorithms
• HTTPS encryption for all data in transit
• Regular security audits and vulnerability assessments
• Access controls and authentication requirements
• Data encryption at rest where applicable

Important Note: While we implement comprehensive security measures, no system is completely secure. We cannot guarantee absolute security of your information.

5.3 Data Retention

• Active Account: Data is retained for the duration of your account and as long as necessary to provide services.
• Account Deletion: Upon account deletion, data is removed from our systems within 30 days, except where retention is required by law.
• Analytics Data: Aggregated and anonymized analytics may be retained indefinitely.
• Legal Holds: Data may be retained longer if required by legal proceedings or regulations.
• AI System Data: Chat data used by the AI support system may be retained for model improvement and safety purposes, subject to limitations in Section 8.

6. Your Privacy Rights and Account Deletion

6.1 Account Deletion Request

How to Request Account Deletion:

1. In-App Option: Open Trelio → Settings → Account → Delete Account (if available).
2. Email Request: Send a written request to: support@trelio.com (include full name, registered email, account ID; subject: "Account Deletion Request").
3. Contact Form: Fill out the privacy request form on our website at: trelio.com/privacy-requests

What Happens Upon Deletion: Your account will be permanently deleted; personal information will be removed from active systems within 30 days; you will receive confirmation email; deletion is irreversible. Backup copies may persist up to 90 days. Anonymized AI data may be retained indefinitely.

6.2 Access and Correction

You have the right to request access, correct inaccurate information, and request a copy of your data in portable format. Send requests to: support@trelio.com

6.3 Opt-Out Rights

Unsubscribe from marketing via links in promotional emails or in-app settings. Disable analytics tracking in app settings; some service analytics may continue. Disable location via device settings.

7. Children's Privacy

Trelio is not intended for individuals under 18 years of age. We do not knowingly collect information from children under 18. If we become aware of such collection, we will delete the information and terminate the account. Contact: support@trelio.com

8. Data Sharing and Disclosure

We do NOT sell, rent, or lease your personal information. We may share information with service providers (Firebase, payment processors), for legal obligations, safety, business transfers, with your consent, or for automated safety escalation by the AI system when necessary to prevent harm.

9. Data Transfers and International Processing

Your data may be transferred internationally. If you are in the EEA, UK, or California you may have additional rights under GDPR/CCPA. Contact us for details.

10. Cookies and Tracking Technologies

Trelio's mobile app does not use traditional cookies. We may use local storage, unique identifiers, and Firebase tracking. Consult your device settings to limit tracking.

11. AI Support System and Data Processing

11.1 AI-Powered Companion Disclaimer

The AI support system provides general emotional support and guidance. It does not provide medical advice, diagnosis, treatment, or mental health intervention. It is not a substitute for professional care.

11.2 AI Data Processing

Chat messages are processed to generate supportive responses, analyze emotional content, and monitor safety. Anonymized, aggregated data may be used to improve models and safety detection.

11.3 AI Safety Escalation

The AI system includes automated safety protocols. If indicators of severe distress or imminent harm are detected, the system may provide crisis resources, escalate to human support, or share relevant data with emergency services or mental health professionals. You acknowledge this automated escalation as a condition of the AI feature.

12. Changes to This Privacy Policy

We may update this Privacy Policy. Material changes will be posted in-app and the "Last Updated" date will be revised. We will request consent if changes significantly increase data use.

13. Contact Us

Email: support@trelio.com
Mailing Address: Nairobi, Kenya
Website: trelio.com
We will respond within 15 business days.

14. Your Acknowledgment

By using Trelio, you acknowledge you have read this Privacy Policy and agree to its terms. If you do not agree, do not use the Service.