Privacy Policy & Terms of Service

Privacy Policy

Our Commitment to Your Privacy

Compassionate Reprieve ("we," "our," or "us") is dedicated to supporting families with dignity and trust during difficult times. This Privacy Policy explains how we collect, use, and protect your information when you use our SMS (text message) services, website, and other communication channels.

1. Information We Collect

We collect only the personal information essential to providing our compassionate services:

Personal Information

• Contact Details: Your name, phone number, and email address (provided by you, a family member, or an authorized facility representative)
• Communication Records: Content of text message exchanges, including service confirmations, scheduling details, and support requests
• Technical Data: SMS delivery reports showing message status (delivered, failed) and timestamps

Website Information

• Basic Analytics: Page views, session duration, and general location (city/state level) to improve our services
• Form Submissions: Information you voluntarily provide through contact forms
• Cookies: Essential cookies for website functionality only

2. How We Use Your Information

Your information helps us provide compassionate, coordinated care:

• Service Coordination: Sending confirmations, reminders (typically 24-48 hours before services), and updates about scheduled memorial services
• Emergency Communication: Alerting you to urgent changes such as sudden schedule modifications, facility lockdowns affecting services, or critical updates about memorial arrangements
• Family Support: Enabling direct, two-way communication to answer questions and provide guidance (we aim to respond within 4 hours during business days, Monday-Friday 8 AM - 6 PM EST)
• Secure Access: Delivering private links for funeral streaming or memorial services with access codes
• Facility Coordination: Communicating with correctional facilities, chaplains, funeral homes, and care providers directly involved in your case
• Service Improvement: Analyzing communication patterns to enhance our support (data is anonymized for this purpose)

3. Information Sharing

Authorized Sharing (Limited to Minimum Necessary)

• Service Team: Trusted staff and volunteers who coordinate your specific services
• Partner Organizations: Correctional facilities, chaplains, funeral homes, and care providers directly involved in your case (they receive only information relevant to their role)
• Technology Providers: SMS platforms and carriers bound by strict confidentiality agreements and data processing agreements

Legal Requirements

• Court Orders: When required by subpoena, warrant, or other valid legal process
• Safety Concerns: To prevent imminent harm to individuals or comply with mandatory reporting requirements under applicable law

4. Data Security & Protection

We implement multiple layers of security:

• Technical Safeguards: Encrypted data transmission (SSL/TLS), secure cloud storage with access controls, and regular security updates
• Administrative Controls: Limited access policies, staff background checks, and comprehensive training on privacy protection
• Physical Safeguards: Secure facilities, locked file storage, and secure device management protocols

5. Your Privacy Rights

SMS Communication

• Opt Out: Reply STOP to any message to unsubscribe immediately (confirmation will be sent)
• Get Help: Reply HELP for assistance or contact us directly
• Update Preferences: Contact us to modify how and when we communicate with you

Data Access & Control

• View Your Data: Request to see what personal information we hold about you
• Correct Information: Ask us to update inaccurate details (we'll respond within 5-7 business days)
• Delete Data: Request deletion of your information (subject to legal retention requirements)
• Data Portability: Request a copy of your data in a portable format

Response Time: We aim to respond to all privacy-related requests within 5-7 business days.

6. Data Retention

• Active Services: Information retained during active service provision and for 30 days after service completion
• Legal/Business Needs: Personal information typically retained for 3-7 years after final service to comply with legal obligations and provide continuity of care for returning families
• SMS Records: Retained for approximately 2 years to ensure service quality and continuity of care
• Website Analytics: Anonymized data retained for up to 2 years for service improvement

7. Children's Privacy

Our services are designed for adults and authorized family representatives. We do not knowingly collect personal information from children under 13. If we discover we've inadvertently collected such information, we will delete it immediately and notify the parent or guardian if identifiable.

8. State & International Privacy Rights

State Privacy Laws

Residents of California, Virginia, Colorado, Connecticut, Utah, and other states with comprehensive privacy laws may have additional rights including:

• Right to know what personal information is collected and how it's used
• Right to delete personal information
• Right to correct inaccurate information
• Right to data portability
• Right to opt-out of certain data processing activities

Contact us to exercise these rights or for state-specific information.

International Users

Our services are primarily intended for U.S. families. International users should be aware that data will be processed in the United States and data protections may differ from those in your home country.

9. Data Breach Notification

In the unlikely event of a data breach involving your personal information, we will:

• Notify affected individuals within 72 hours when feasible
• Provide details about what information was involved
• Explain steps we're taking to address the breach
• Offer guidance on protective measures you can take
• Comply with all applicable state and federal notification requirements

10. Third-Party Links

Our website and communications may contain links to external websites (such as funeral home sites or memorial platforms). We are not responsible for the privacy practices of third-party sites. We encourage you to review their privacy policies before providing any information.

11. Updates to This Policy

We may update this policy to reflect changes in our practices, services, or legal requirements. When we make significant changes:

• We'll post the updated policy with a new "Last Updated" date
• We'll notify active users via SMS or email when appropriate
• Continued use of our services after updates indicates acceptance of the revised policy

12. Contact Us

Terms of Service

1. Program Description & Service Hours

Our SMS program provides:

• Service confirmations for scheduled memorial services
• Scheduling updates and reminders (sent 24-48 hours in advance)
• Urgent notifications about facility changes or service modifications
• Two-way family support with response times of 4 hours during business hours
• Funeral streaming access instructions and private access codes

2. Geographic Service Area

Our services are available to families throughout the United States. Some services may be limited based on individual facility policies and local regulations. International requests will be evaluated on a case-by-case basis.

3. User Consent & Eligibility

• Age Requirement: You must be at least 18 years old or the legal guardian of a minor to use our SMS services
• Consent: By providing your phone number and confirming opt-in, you consent to receive SMS messages from Compassionate Reprieve
• Voluntary Participation: Consent is not required as a condition of receiving our core support services

SMS Consent Disclosure

When you provide your phone number to receive our services, you will be asked to agree to the following terms:

4. Message Frequency & Rates

• Frequency: Message frequency varies based on service needs but is limited to essential updates and support responses (typically 2-5 messages per active service period)
• Costs: Message and data rates may apply according to your mobile carrier plan
• Supported Carriers: Available on all major U.S. carriers (Verizon, AT&T, T-Mobile, Sprint, and most regional carriers)

5. Opt-Out & Help Commands

• Opt Out: Reply STOP at any time to unsubscribe (you'll receive a confirmation message)
• Resume: Reply START to resubscribe after opting out
• Help: Reply HELP for assistance, or contact us at info@compassionatereprieve.org or (404) 829-4343

6. Message Content Guidelines

Users agree not to send messages containing:

• Profanity, threats, or abusive language
• Spam or repetitive content
• Content unrelated to our support services
• Requests for emergency services (use 911 for emergencies)

We reserve the right to terminate service for violations of these guidelines.

7. Privacy & Data Protection

Your information is handled according to our Privacy Policy above. Key points:

• We don't sell or share your information for marketing purposes
• Data is encrypted in transmission and storage
• You can request deletion of your information at any time
• We comply with applicable state and federal privacy laws

8. Service Limitations & Disclaimer

• Technical Limitations: We are not responsible for delays or failures in message delivery due to carrier issues, network outages, or device problems
• Service Availability: SMS service may be temporarily unavailable due to maintenance, technical issues, or circumstances beyond our control
• Not Emergency Services: Our SMS service is not intended for emergency situations requiring immediate response

Carriers are not liable for delayed or undelled messages.

9. Limitation of Liability

Compassionate Reprieve's liability is limited to technical delays, carrier-related delivery issues, and other circumstances beyond our reasonable control. This limitation does not affect our commitment to providing compassionate, professional service or our liability for gross negligence or willful misconduct.

10. Dispute Resolution

Any disputes arising from these Terms will be governed by the laws of Georgia, United States. Parties agree to attempt resolution through good faith negotiation before pursuing formal legal action.

11. Force Majeure

We are not liable for service delays or interruptions caused by events beyond our reasonable control, including but not limited to: natural disasters, facility lockdowns, government actions, or technical failures by third-party providers.

12. Modifications to Terms

We may update these Terms to reflect changes in our services or legal requirements. Updates will be posted with a revised "Last Updated" date. Significant changes will be communicated to active users via SMS or email when appropriate.

13. Severability

If any part of these Terms is found to be unenforceable, the remaining portions will continue in full effect.

Accessibility & Language Support

We are committed to making our services accessible to all families. If you need this policy in an alternative format, larger text, or in another language, please contact us at info@compassionatereprieve.org or (404) 829-4343.