Virtual Care Privacy Policy
Last Updated: August 27, 2026
This Virtual Care Privacy Policy explains how Caring Senior Service USA Limited (“Caring Senior
Service,” “we,” “us,” or “our”) collects, uses, shares, and protects information in connection
with our Virtual Care service.
Virtual Care uses technology provided by Sensi.AI to help identify potential care and safety
concerns in a seniors home. Because the technology uses audio-based artificial intelligence, we
believe it is important that customers, care recipients, family members, caregivers, and visitors
understand how information is collected and used.
By enrolling in or using Virtual Care, you acknowledge the data practices described in this
Privacy Policy.
1. What Is Virtual Care?
Virtual Care is a technology-enabled safety and care support service offered by Caring Senior
Service.
The service uses hardware installed in the Care Recipient’s residence to collect acoustic and
audio information from the surrounding environment. The technology automatically analyzes
this information to identify certain events, patterns, changes in routine, and potential care or
safety concerns.
The technology may generate care-related insights that Caring Senior Service can use to provide
notifications, care coordination, monthly care summaries, and other services associated with
the Virtual Care program.
Virtual Care is not designed to provide continuous live listening or live surveillance of the Care
Recipient.
2. Our Technology Provider – Sensi.AI
Caring Senior Service uses technology provided by Clanz Ltd. d/b/a Sensi.AI (“Sensi.AI”) to
provide Virtual Care.
Sensi.AI provides the hardware and technology used to collect and automatically analyze audio
information and generate care-related insights.
For certain information generated through the Virtual Care technology, including raw audio,
data-driven care insights, and certain notices regarding distressed movement or behavior,
Sensi.AI acts as a service provider or data processor on behalf of Caring Senior Service.
Sensi.AI may also independently collect and process certain information associated with its
technology and platform, such as account information, device information, telemetry
information, online identifiers, and usage information.
Sensi.AI’s own collection and processing practices are governed by its Privacy Policy, available
at:
https://www.sensi.ai/privacy/
3. Information We Collect
Depending on how you interact with Caring Senior Service and Virtual Care, we may collect the
following categories of information.
Enrollment and Contact Information
When you enroll in Virtual Care, we may collect information including:
- Customer or responsible party name
- Care Recipient name
- Service address
- Telephone numbers
- Email addresses
- Relationship to the Care Recipient
- Emergency and notification contact information
- Individuals designated to receive monthly care summaries
- Communication preferences
- Other information you voluntarily provide in connection with the service
If you provide contact information for another person, such as a family member or emergency
contact, you represent that you have permission to provide that information for purposes
related to the Care Recipient’s Virtual Care service.
Billing and Subscription Information
We may collect information necessary to establish and manage your Virtual Care subscription,
including your billing name, billing address, payment status, transaction history, subscription
status, and related information.
Payment card information may be collected and processed by our third-party payment
processor. The payment processor handling of payment information is subject to its own
privacy and security practices.
Virtual Care Audio Data
The Sensi.AI hardware installed in the Care Recipient’s residence collects raw audio information
from within the range of the device.
Audio may include sounds and voices occurring near the device.
Because the technology operates within the Care Recipient’s residence, audio involving other
individuals may also be incidentally collected when those individuals are within range of the
device. This may include family members, visitors, caregivers, service providers, or other
persons who enter the residence.
Audio information is processed by Sensi.AItechnology to provide the Virtual Care service.
Care Insights and Event Information
The technology may automatically generate information based on its analysis of audio and
acoustic information.
Depending on the circumstances, these insights may include:
- The type of event or potential care concern identified
- Date and time of an event
- Changes in routines or patterns
- Potential distressed movement or behavior
- Potential falls or calls for assistance
- Other care or safety-related observations generated by the technology
- Audio associated with a particular identified event
These insights may be reviewed by authorized Caring Senior Service personnel for purposes related to the Care Recipient’s Virtual Care service.
Website and Technical Information
When you visit our website or purchase Virtual Care online, we or our website service providers
may automatically collect certain technical information, such as:
- Internet Protocol (IP) address;
- Browser and device type;
- Operating system;
- Pages visited;
- Date and time of visits;
- Referring pages;
- Website interactions; and
- Cookie or similar technology identifiers.
We may use this information to operate our website, maintain security, troubleshoot problems,
understand website usage, and improve our services.
4. How We Use Information
We may use information collected in connection with Virtual Care to:
- Enroll Care Recipients in the Virtual Care program
- Install, operate, maintain, and support the Virtual Care equipment;
- Analyze and respond to Virtual Care insights;
- Identify potential care or safety concerns;
- Communicate with Care Recipients, customers, family members, and designated
contacts; - Send notifications regarding identified events or concerns;
- Prepare and provide monthly care summaries;
- Coordinate care when appropriate;
- Determine whether additional follow-up may be appropriate;
- Arrange in-person caregiving services when requested or authorized;
- Manage subscriptions, billing, and payments;
- Provide customer and technical support;
- Maintain the safety, security, and integrity of our systems;
- Comply with applicable legal and regulatory requirements;
- Maintain business and service records; and
- Improve the quality and effectiveness of our services.
We do not use Virtual Care audio recordings or care insights for targeted advertising.
5. Notifications and Monthly Care Summaries
As part of enrollment, you may designate individuals who are authorized to receive Virtual Care
communications.
These communications may include notifications regarding potential care or safety concerns as
well as monthly care summaries.
We may use telephone numbers, email addresses, or other contact information provided
during enrollment to communicate with these individuals.
Virtual Care notifications are intended to facilitate communication and care coordination. They
should not be considered a replacement for emergency medical services or 911.
You are responsible for keeping designated contact information current.
6. Sharing of Information
Authorized Caring Senior Service personnel may access information when reasonably necessary
to provide Virtual Care, coordinate care, respond to an identified concern, provide customer
support, or provide caregiving services.
Emergency Responders and Healthcare Providers
When we reasonably believe there may be a serious or urgent safety concern, information may
be disclosed to emergency responders, healthcare providers, or other individuals when
necessary to facilitate assistance or as permitted or required by law.
Service Providers
We may use third-party companies to perform services on our behalf, including payment
processing, website hosting, communications, information technology, data storage, customer
relationship management, and other business functions.
These providers may receive information necessary to perform their services.
Legal and Regulatory Requirements
We may disclose information when reasonably necessary to comply with applicable laws,
regulations, subpoenas, court orders, government requests, licensing requirements, or other
legal processes.
We may also disclose information when reasonably necessary to protect the safety, rights,
property, or interests of Caring Senior Service, our clients, caregivers, employees, or others.
7. Visitors, Family Members, and Other Individuals in the Residence
Virtual Care technology operates within the Care Recipient’s residence.
Individuals who enter areas within range of the Virtual Care device should understand that their
voices or other sounds may be incidentally collected and processed as part of the operation of
the service.
Customers and Care Recipients are responsible for informing household members, caregivers,
frequent visitors, and others as appropriate that Virtual Care audio-processing technology is
being used in the residence.
Caring Senior Service does not install Virtual Care technology for the purpose of surveilling
visitors, caregivers, or household members.
8. Access to Virtual Care Information
Access to Virtual Care information is limited to individuals and service providers with an
appropriate reason to access the information.
This may include authorized Caring Senior Service personnel, Sensi.AI and its authorized service
providers, and persons designated by the Customer or Care Recipient.
Virtual Care does not provide family members or Caring Senior Service personnel with an
unrestricted live audio feed into the residence.
9. Data Security
We use reasonable administrative, technical, and organizational safeguards intended to protect
Personal Information against unauthorized access, use, disclosure, alteration, or destruction.
Our technology providers also maintain their own security safeguards.
Sensi.AI states that its security measures may include measures such as encryption, multi-factor
authentication, access controls, logging, and other administrative and technical protections.
However, no electronic system, internet transmission, storage system, or technology can be
guaranteed to be completely secure.
10. Data Retention
We retain Personal Information for as long as reasonably necessary to provide Virtual Care,
maintain appropriate business and service records, comply with legal and regulatory
requirements, resolve disputes, process payments, and enforce our agreements.
Different types of information may be retained for different periods.
Information processed by Sensi.AI may also be subject to Sensi.AI’s data retention policies and
contractual obligations to Caring Senior Service.
When information is no longer reasonably necessary, we may delete, de-identify, or securely
dispose of it, subject to applicable legal and recordkeeping requirements.
11. Cookies and Website Technologies
Our website may use cookies and similar technologies to operate the website, remember
preferences, maintain security, understand how visitors use the website, and measure website
performance.
Your browser may allow you to block or delete cookies. Disabling certain cookies may affect the
operation or functionality of portions of the website.
Third-party analytics, advertising, payment, or website service providers may maintain their
own privacy policies governing information they collect.
12. Marketing Communications
We may use contact information you provide to send communications relating to our services.
Where required, marketing communications will include a method for opting out of future
marketing messages.
Choosing not to receive marketing communications will not prevent us from sending necessary
communications relating to your Virtual Care subscription, billing, safety notifications, service
issues, or other administrative matters.
Text-message opt-in information and consent will not be sold or provided to third parties or
lead generators for their own marketing or promotional purposes.
13. Your Privacy Choices and Rights
Depending on where you live and applicable law, you may have certain rights relating to your
Personal Information.
These rights may include the ability to:
-
-
- Request information about Personal Information we maintain about you;
- Request access to certain Personal Information;
- Correct inaccurate Personal Information;
- Request deletion of certain Personal Information;
- Obtain a copy of certain Personal Information;
- Withdraw certain consents;
- Opt out of certain marketing communications;
- Opt out of certain types of targeted advertising or data sharing where applicable;
- Appeal certain decisions regarding a privacy request where applicable; and
- Exercise applicable privacy rights without unlawful discrimination.
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Some rights are subject to exceptions or limitations under applicable law.
We may need to verify your identity before processing a privacy request.
If your request involves information maintained directly by Sensi.AI, we may coordinate with
Sensi.AI as appropriate or direct you to Sensi.AI privacy request process.
14. Withdrawal of Consent and Ending Virtual Care
Business Ethics and Corporate Compliance Policy
You may discontinue Virtual Care in accordance with your Virtual Care Subscription & Service
Agreement.
Because collection and processing of certain audio information is necessary for the technology
to function, withdrawing consent to that processing may mean that we can no longer provide
Virtual Care.
Termination of the Virtual Care subscription does not necessarily require the immediate
deletion of all information previously collected. Certain information may be retained when
required or permitted by applicable law or reasonably necessary for business, care, billing,
compliance, or legal purposes.
15. Children
Virtual Care is intended for services involving adults and is not marketed directly to children
under 18.
We do not knowingly use Virtual Care to collect Personal Information directly from children for
marketing purposes.
If you believe information involving a child has been collected improperly, please contact us.
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our technology,
services, business practices, legal requirements, or service providers.
When we make changes, we will update the “Last Updated” date at the top of this Policy.
If a change materially affects how we collect or use Personal Information, we will provide
additional notice or obtain consent when required by applicable law.
17. Contact Us
If you have questions regarding this Privacy Policy, Virtual Care, or our privacy practices, or if
you wish to submit a privacy request, please contact:
Caring Senior Service USA Limited
d/b/a Caring Senior Service
Email: virtualcare@caringinc.com
Phone: 210-227-9494
Mail: 201 E. Park Ave, San Antonio, TX 78212
Questions specifically regarding Sensi.AI’s privacy practices may also be directed to:
Sensi.AI
Privacy Email: privacy@sensi.ai
701 Brazos Street
Austin, Texas 78701
Sensi.AI Privacy Policy:
https://www.sensi.ai/privacy/