Privacy policy

Gracekeeps (“we”, “us”) provides a web app, a website and AI care specialists that help people after a death, while planning ahead, while caring for someone and while on leave from work. People use Gracekeeps on their own or through an employer, insurer, bank or other organization that offers it. This policy explains how we handle personal information across all of it.

Information we collect

Information you give us

• Account details, such as your name, email address, password and what brings you to Gracekeeps.
• Information you add to your plan, such as tasks, notes, documents in your vault, tracker entries, check-ins, wishes and letters. This can include sensitive information, such as details about a death, health or family relationships.
• Conversations and messages, such as your conversations with our AI care specialists, the feedback you give on their answers, messages with the people you invite and posts in community circles.
• Forms on our website, such as demo requests, contact messages, partner applications and newsletter sign ups.
• Payment details if you buy Plus. Card details are handled by our payment provider, Stripe. We never see or store card numbers.
• Your mobile number, if you choose text messages for alerts or reminders.
• Health information you choose to add, such as medications, appointments and check-ins, after you give separate consent. See our consumer health data privacy policy.

Information from organizations

If you use Gracekeeps through an organization, we may receive what is needed to confirm you are eligible, such as an access code or an eligibility list with your work email, name and employee ID, so you can join automatically. If your organization uses single sign-on, its sign-in service tells us your name and email when you sign in. We do not receive your medical records or other personal files from your employer or insurer.

Information collected automatically

Like most online services, we receive technical information when you use Gracekeeps, such as your browser type, device, IP address and the pages you visit. We use it to keep the service secure and working. See our cookie notice for details on cookies.

How we use information

• To provide Gracekeeps: build your plan, store your documents and let you share with the people you choose.
• To provide our AI care specialists and save your conversations with them so you can come back to them.
• To write answers when you use our AI care specialists, and drafts when you use AI writing help. See “When you use our AI care specialists” below.
• To improve the care specialists, using the thumbs up or down you give an answer and any single question and answer you choose to share with us.
• To review posts in community circles. When review is on, an automated AI check publishes posts that are clearly fine and holds anything doubtful for a Gracekeeps administrator. If a post mentions self-harm, it is held, the writer sees the 988 Suicide and Crisis Lifeline right away, and their Grief support specialist checks in privately.
• To keep Gracekeeps secure, prevent abuse and fix problems.
• To send service messages, such as reminders you set, welcome emails when you join, an optional weekly note, and changes to these terms. Text messages go only to people who turn them on, and replying STOP ends them. Marketing and welcome emails are optional, and every one has a link to stop them.
• To mail a letter for you, when you ask. We send the letter and the addresses you enter to our mail printing provider, Lob, which prints and mails it.
• To understand, in aggregate, how the service is used so we can improve it.
• To meet legal obligations.

We do not sell personal information, rent it or use it for advertising.

When you use our AI care specialists

All Gracekeeps care specialists are AI. Here is what happens to your information when you use them.

• What is sent. Your question is sent to our AI provider to write the answer. The plan details needed to answer, such as your steps, dates, state and records, are sent only with your permission. That setting stays off until you say yes, and you can turn it off in Settings at any time. A plan someone shared with you is read only if its owner allowed it too.
• Documents you choose. If you ask a care specialist to read a document from your vault, such as a bill or a letter, that one document is sent to our AI provider to write the explanation. Nothing is sent unless you ask, each time.
• Memory, if you turn it on. Care specialists can remember short facts between conversations, such as your state or your role. You can see, change and delete every item, and turning memory off deletes them all. Health conditions, medications, account numbers and passwords are never remembered.
• What is never sent. Account numbers, journal entries and legacy letters are never sent to our AI provider, and uploaded files are sent only as described above. Messages in English or Spanish that suggest a crisis are not sent either. They get an immediate reply with the 988 Suicide and Crisis Lifeline and 911 for emergencies. Messages in other languages are sent to our AI provider, and the care specialists are instructed to give the same help.
• No training. Our AI provider uses what it receives only to write the answer. Our business terms with the provider do not allow it to train AI models on it.
• Your conversations. Conversations are stored encrypted so you can come back to them. You can delete one conversation or all of them at any time.
• Feedback. You can rate an answer with a thumbs up or down. You may also choose to share a single question and answer with us for review so we can improve the care specialists. Nothing else from your conversations is shared.

When you use AI writing help, what you enter and, if you allow it, the plan details it needs are sent to our AI provider only to write the draft, under the same business terms. Account numbers and similar details are left out.

Who can see your information

• You can see everything in your account.
• People you invite see only what you share with them.
• Our AI care specialists read your plan only with your permission, never read account numbers, journal entries or legacy letters, and read an uploaded file only when you ask them to read that file.
• Gracekeeps staff cannot open your plans, vault documents or conversations with the AI care specialists. The one exception is the proof of death a trusted contact uploads with a request to open a legacy plan, which an administrator may view.
• Trusted contacts you name in Legacy get read-only access to what you chose for them after a death is reported. We tell you right away by email, in the app and by text if you turn it on, and we tell your other trusted contacts, so a mistake is caught early. You can cancel with one tap. If nobody cancels, access opens after the waiting period you choose (14 days unless you change it), and you can require two trusted contacts to agree first. An administrator can see the request and stop it if something looks wrong, but we do not verify death certificates.
• Members of your community circles see what you post there. If review is on, a Gracekeeps administrator may see a post the AI check holds.
• Your advisor learns that a life event happened, only if you opt in to Advisor sharing. They never see your documents, notes, messages or conversations.
• Organizations that offer Gracekeeps see anonymous, grouped totals, such as how many people are enrolled, how many talked with the care specialists and how often answers were rated helpful. Small groups are combined or hidden, and care specialist totals are shown only for groups of at least 5 people. They never see who uses Gracekeeps, plans, conversations or what anyone shares.
• Service providers who help us run Gracekeeps, such as hosting, email, payment (Stripe), text message (Twilio), mail printing (Lob) and AI providers, process information only on our instructions and under contract.
• Calendar apps, if you add your plan’s steps to your calendar. The private calendar link shows step names and dates to anyone who has it. You can hide step names or make a new link at any time.
• Legal reasons. We may disclose information if the law requires it, or to protect someone’s safety. Where we can, we will tell you first.
• Business changes. If Gracekeeps is involved in a merger or sale, information may transfer under the same protections, and we will tell you before it does.

Translation

You can read our website and the Gracekeeps app in other languages. When you choose a language other than English, Google Translate translates the page in your browser. To do that, the words on the page are sent to Google under Google’s terms. In the app, your own messages to the care specialists and your journal entries are not translated, and the care specialists answer you in your language directly. Choose English at any time to turn translation off.

Memorial pages

Memorial pages are meant to be shared. Anyone with the link can see a memorial page and its guestbook. Please do not post anything on a memorial page that you would not want others to read. The person who created the page can edit it, remove guestbook notes or take it down.

How long we keep information

We keep your information while your account is open. When you ask us to delete your account, we confirm the request and delete your information within 30 days, except where the law requires us to keep something. Backup copies are removed on a rolling schedule after that. Website form submissions are kept only as long as we need them to reply and follow up.

Security

We protect information with encryption in transit and at rest for documents, sensitive notes and conversations with our AI care specialists, private file storage, and no staff access to your plans, documents or conversations. Read more on our security page.

Your choices and rights

• See, correct and export your information.
• Delete your account and your information.
• Change who you share with, at any time.
• Turn plan access for the AI care specialists on or off, and turn their memory on or off.
• Withdraw consent for health information and delete it.
• Turn text messages, the weekly note and welcome emails on or off.
• Delete one or all of your conversations with the care specialists.
• Turn Advisor sharing on or off.
• Unsubscribe from marketing email.

Depending on where you live, you may have other rights under state law. We honor these requests for everyone, wherever they live. To make a request, use the app or contact us. We will verify your identity before acting on a request.

Children

Gracekeeps is for adults 18 or older. We ask you to confirm your age when you sign up, and we do not knowingly create accounts for anyone under 18. If we learn that someone under 18 has an account, we will close it. Parents and guardians may add information about their children, for example in a guardianship plan or a parental leave, and they control that information.

Where we operate

Gracekeeps is designed for people in the United States. If you use Gracekeeps from elsewhere, your information will be processed in the United States.

Changes to this policy

If we make important changes, we will tell you in the app or by email before they take effect. The date at the top of this page shows when it last changed.

Contact us

Questions about privacy? Email hello@gracekeeps.com or use our contact form.