This policy explains how Elavo ("we," "us," "our") collects, uses, shares, and protects information when you use the Elavo mobile app. Elavo helps families coordinate care for a loved one — a family-managed profile for the person receiving care (the Patient), and a shared Circle of caregivers around them.
By using Elavo, you agree to the collection and use of information as described below. If you don't agree, please don't use the app.
Account & data deletion
Deleting your account or data
To delete your account and associated data
Open the Elavo app and sign in.
Go to the Profile tab.
Tap Delete my account, then confirm by tapping Yes, permanently delete my account.
This permanently deletes your account and profile. For any Patient where you're the only person left in their care Circle — because you created their profile, or everyone else has since left — that Patient's profile and everything in it (messages, memories, medications, reminders, journal entries, and Care Compass answers) is permanently deleted too. If other active caregivers remain in a Patient's Circle, that Patient's shared data is kept for them; only your own account and membership are removed.
To delete individual content without deleting your account
You can remove specific messages, voice notes, photos, and memories at any time from within the app, using the delete/remove option on that item.
If you can't access the app
Contact us at support@held-back.com and we'll process the request manually within 30 days.
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Who this policy covers
Elavo has two kinds of users:
Family members / caregivers, who create an account, set up a Patient's profile, and invite others to a shared care Circle.
The Patient, whose profile and device are set up by a family member on their behalf. In most cases the Patient does not create their own account or agree to this policy directly — a family member does so for them as part of setting up care.
If you're a family member setting up Elavo for someone else, you confirm you have the authority to do so and to share the Patient's information with us as described below.
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Information we collect
Account information
Email address and password (for family member accounts)
Name and your relationship to the Patient (e.g., "Daughter," "Son")
Push notification token, if you enable notifications
Patient profile information
Entered by a family member when setting up care:
Name, photo, date of birth
Diagnosis stage / care-related notes
Timezone, preferred voice speed, and preferred contact hours
ZIP code, if a family member chooses to add one, to search for nearby nursing homes, home health agencies, and hospice in the Find Care Near You feature
A device pairing code used to connect the Patient's own device
Content you or others in the Circle create
Journal entries — mood ratings and free-text entries written by the Patient
Memories — photos, captions, and dates shared by family members or the Patient
Messages — text, photos, and voice messages between family members and the Patient
Medications — names, dosages, refill dates, notes, and optional photos
Reminders — titles, schedules, and completion status
Circle membership — names, emails, relationships, and roles of everyone invited to a Patient's Circle
Care Compass — your Yes/No/N/A answers to caregiving-readiness checklist items, and any notes you choose to add from a Care Compass item. These never include the underlying sensitive information an item might reference (for example, we don't store account numbers or passwords, even if a checklist item is about organizing them)
Third-party account linking (optional)
If you choose to connect a Microsoft OneDrive account to import photos into a memory, we request read-only access to your OneDrive photo library through Microsoft's own sign-in process. We only use this access to let you pick and import photos you choose — we don't access any other files in your OneDrive account, and we don't store your Microsoft credentials. You can disconnect this access at any time in the app or through your Microsoft account settings.
Automatically collected information
Crash and error data, via Sentry, to help us diagnose and fix problems
Usage analytics, via PostHog, such as which screens are used and how often
Subscription and purchase information, via RevenueCat and Apple's App Store
Device permissions
The app may request access to your photo library, camera, and microphone, solely to let you add or take photos and record voice messages. We don't access these unless you actively choose to add a photo or record audio.
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How we use information
We use the information above to:
Provide the core functionality of the app (patient profiles, messaging, reminders, medications, memories, journal, Care Compass)
Let family members coordinate care and communicate with the Patient
Send notifications (e.g., new messages, memories, reminders) if enabled
Diagnose crashes and fix bugs
Understand how the app is used so we can improve it
Process subscription payments and manage paid features
Communicate with you about your account (e.g., verification codes, invites)
We do not use Patient health-related information for advertising, and we do not sell any personal information.
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How information is shared
We share information only as follows:
With your Circle — information you or the Patient add (messages, memories, journal entries, medications, reminders, Care Compass answers) is visible to other active members of that Patient's Circle, according to their role and permissions.
With service providers who process data on our behalf, under contractual confidentiality obligations:
Supabase — database, authentication, and file storage (photos, voice messages)
Microsoft (OneDrive) — only if you choose to connect a OneDrive account, to let you import photos
For legal reasons, if required by law, subpoena, or to protect the safety of a user or the public.
In a business transfer, if Elavo is involved in a merger, acquisition, or sale of assets — you'd be notified before information becomes subject to a different privacy policy.
We do not sell personal information or share it with third parties for their own advertising purposes.
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Data retention
We retain account and Patient information for as long as the account is active. If a family member deletes a Patient's profile or closes their account, we delete the associated data within 30 days, except where we're required to retain it longer for legal, security, or fraud-prevention purposes.
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Your choices and rights
Access and correction — view and edit most account and profile information directly in the app.
Notifications — disable push notifications in your device settings or in-app preferences.
Depending on where you live, you may have additional rights under laws such as the California Consumer Privacy Act (CCPA) or similar state laws, including the right to know what information we hold about you, request deletion, or opt out of certain uses. Contact us to exercise these rights.
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Children's privacy
Elavo is intended for use by adult family members coordinating care for another adult. It is not directed at children, and we do not knowingly collect information from children under 13. If you believe a child has provided us information, please contact us so we can delete it.
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Security
We use industry-standard measures — including encryption in transit, access controls, and row-level security on our database — to protect your information. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.
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A note on health-related information
Elavo is not a healthcare provider, and information in the app (such as diagnosis stage, medication notes, journal entries, or Care Compass answers) is provided by family members and Patients for their own care-coordination purposes. Elavo is not a covered entity or business associate under HIPAA, and this app should not be used as a substitute for professional medical advice, diagnosis, or treatment.
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International users
Elavo is operated from the United States. If you use the app from outside the United States, your information will be transferred to and processed in the United States.
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Changes to this policy
We may update this Privacy Policy from time to time. If we make material changes, we'll notify you through the app or by other reasonable means. The "Last updated" date at the top reflects the most recent revision.
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Contact us
Questions about this policy, or want to exercise your privacy rights? Contact us at support@held-back.com.