Privacy Policy
As grandkids building for our grandparents, we created Sam to be privacy-first. What happens in the family should stay in the family, and we can never see anything you do with Sam.
Effective Date: February 17, 2026
Last Updated: February 17, 2026
1. Introduction
Quo Labs, Inc. ("Quo Labs," "we," "us," or "Company") provides Sam—a voice companion device for seniors—along with the Sam mobile application for iOS, our website at withsam.com, and our online store at shop.withsam.com (collectively, the "Services").
We built Sam for our grandparents, and we built it with privacy at its core.
This Privacy Policy explains how we collect, use, share, and protect your information. By using Sam, you agree to these practices. If you don't agree, please don't use our Services.
Our Privacy Commitment: We are privacy-first. We are HIPAA compliant. We protect your conversations with strong encryption so we literally cannot access them. We never sell your data.
2. Why You Can Trust Us
We can't read your conversations. We can't listen to you. We designed it that way on purpose.
No Voice Recording
We do not record, store, or save voice audio. Ever. When your loved one speaks to Sam, their voice is converted to text and the audio is immediately deleted. There are no voice recordings anywhere—the technology doesn't exist in our system.
Strong Encryption
All conversations, summaries, and messages are encrypted so that only you and your authorized family members can read them. We don't have access to the content. Our employees cannot read your conversations, even if they wanted to.
What We Can and Cannot See
We CAN See
- ✓ Account information (name, email, phone)
- ✓ Device status (online/offline, battery level)
- ✓ Technical logs (connection times, errors)
- ✓ Usage statistics (which features are popular)
- ✓ Store orders and shipping info
We CANNOT See
- ✗ Conversation content or what was said
- ✗ Wellness report details
- ✗ What triggered alerts
- ✗ Messages between family and seniors
- ✗ Health information
- ✗ Personal topics or private discussions
HIPAA Compliant
We're certified under the Health Insurance Portability and Accountability Act (HIPAA). We don't ask for health information, but if it comes up in conversations, it's protected and we cannot access it.
We Never Sell Your Data
Never have, never will. We're three grandkids building for our grandparents, not a big tech company harvesting data.
3. Information We Collect
We collect only what's necessary to provide Sam's Services.
3.1 Information You Provide
Account Information:
- Name, email, phone number, password (encrypted)
- Relationship to senior user (daughter, son, grandchild)
- Senior's preferred name ("Grandma," "Dad")
- Authorized family member contact info
- Emergency contacts, language preferences, time zone
Payment Information (Store Only):
- Billing and shipping addresses
- Credit/debit card info (processed by Stripe/Shopify—we don't store full numbers)
- Order history and purchase details
Messages & Reminders:
- Messages you send through Sam
- Reminder content (medications, appointments)
- Customer support communications
- Product reviews and survey responses
3.2 Conversation Data (Encrypted—We CANNOT Access)
Voice Audio: NOT recorded or stored. Converted to text, then audio deleted immediately.
Text Transcripts (Encrypted): What your loved one says to Sam and Sam's responses. Encrypted so only you and your family can read them. We cannot decrypt or access this content.
Wellness Summaries (Encrypted): AI-generated daily summaries. Encrypted for your family only. We cannot read them.
Safety Alerts (Encrypted): Automated notifications when concerning patterns detected (keywords like "pain," "fell," "confused"). All encrypted—we can't see what triggered specific alerts. Fully automated; no human review.
Conversation Information (NOT Encrypted): When conversations happen, how long they last, frequency. We can see THAT conversations happened and WHEN, but NOT WHAT was said.
3.3 Device & Technical Information
Device Data: Identifier, model, software version, Wi-Fi network name (NOT password), connectivity status, battery level, error logs.
App Usage: App version, device type, which features you use, navigation patterns, crashes, performance metrics.
Website & Store: IP address, browser type, pages viewed, products viewed or purchased, search terms, checkout activity.
Communication Logs: Call times, durations, message delivery status. We log ABOUT calls and messages, but the content is encrypted and inaccessible to us.
3.4 Third-Party Information
- Shopify: Order data, shopping behavior
- Speech Recognition: Real-time voice-to-text (no storage)
- Payment Processors: Stripe/Shopify Payments (secure processing)
- Social Media: If you use social login (name, email, profile picture)
3.5 What We Do NOT Collect
✗ Voice recordings ✗ Social Security Numbers ✗ Driver's license numbers ✗ Full credit card numbers ✗ Unencrypted health information ✗ Children's data ✗ Genetic data ✗ Religious or political beliefs
4. How We Use Your Information
For encrypted conversation content, our systems process automatically, but the data remains encrypted and we cannot access it.
Core Services
- Voice Conversations: Convert voice to text, understand intent, generate responses, enable companionship
- Daily Check-Ins: Scheduled conversations, collect responses (encrypted), generate wellness reports (encrypted)
- Conversation Summaries: Analyze text (encrypted), extract topics, create summaries, deliver to family (encrypted)
- Safety Monitoring: Scan for concerning patterns (pain, falls, emotional distress, medication issues). Automated alerts sent to family. No human review.
- Family Communication: Voice calls, text messaging, encrypted message history
- Reminders: Store and deliver medication/appointment reminders, track completion
- Account Management: Create accounts, verify logins, manage authorized users
E-Commerce
Process orders, calculate taxes/shipping, coordinate shipping, handle payments (via processors), manage returns and refunds.
Emergency Response
If critical alerts detected and you've enabled emergency features: automatically notify emergency contacts. Fully automated.
Customer Support
Answer questions, troubleshoot issues, help with setup, resolve problems, track support history.
Product Improvement
Analyze anonymized usage patterns (conversation content NEVER included), enhance voice recognition, refine safety detection, optimize performance, develop new features, fix bugs.
Marketing (Optional—You Can Opt Out)
Promotional emails about features/updates, targeted ads on social media, measure ad effectiveness. We NEVER use conversation content for marketing. Ads based only on website browsing, products viewed, demographics.
Security & Legal
Verify identity, detect fraud, monitor for intrusions, enforce security, comply with HIPAA/CCPA/GDPR, respond to legal requests (can only provide encrypted data and timing info—not readable content), prevent harm.
What We Do NOT Use Data For
✗ Selling to third parties ✗ Sharing conversations with advertisers ✗ Political targeting ✗ Training AI for other products ✗ Employment screening ✗ Insurance underwriting ✗ Surveillance ✗ Sharing health info with employers/insurers
5. Data Storage, Security & Retention
What We Store
Encrypted: Conversation transcripts, summaries, alerts, messages (only you control access)
Standard Security: Account info, device logs, order history
NOT Stored: Voice recordings (never created), unencrypted conversations, Wi-Fi passwords
Security Measures
- Strong encryption on all conversation data
- Multi-factor authentication available
- No employee access to encrypted data
- HIPAA-compliant cloud servers in the US
- Regular security audits
- Automated threat monitoring
Retention Periods
Encrypted Data: Transcripts auto-delete after 24 hours (1 year if saved); Summaries 1 year; Alerts 7 years (legal requirement)—you can delete anytime
Other: Messages 90 days; Device logs 90 days; Account info while active + 30 days; Orders 7 years (legal)
Delete anytime: sam@quolabs.ai
6. HIPAA Compliance
We're HIPAA certified with required safeguards: encryption, access controls, staff training, audit logging, breach notification.
We don't request health information. If mentioned in conversations, it's encrypted and inaccessible to us, protected by HIPAA standards.
Your HIPAA Rights: Access your health information, request corrections, receive accounting of disclosures, request restrictions, file complaints with HHS.
Contact sam@quolabs.ai to exercise rights.
Sam does not provide medical advice, diagnosis, treatment, or clinical advice of any kind. Sam is a companion device, not a medical device. Always consult a qualified healthcare professional for medical concerns.
7. How We Share Your Information
We do not sell your personal information.
Authorized Family Members
Encrypted data shared only with family you authorize. You control access and can revoke anytime.
Service Providers
- Cloud Hosting: Stores encrypted data (can't decrypt it)
- Speech Recognition: Real-time voice-to-text (no storage)
- Payment Processing: Stripe/Shopify (secure, PCI-compliant)
- Customer Support: Account info only, not conversations
- Analytics: Anonymized usage data only
All contractually required to protect your data.
Shopify (Store Only)
Processes payments/orders, collects shopping behavior, may use for ads across Shopify. NO access to Sam conversations or app data.
Learn more: Shopify Privacy Policy
Emergency Services
If enabled: notify emergency contacts, share only essential info (name, nature of emergency).
Legal Requirements
May disclose when required: subpoenas, court orders, regulatory requirements. Due to encryption, can only provide encrypted data and timing info—not readable conversation content.
Business Transfers
If acquired/merged: we'll notify you, encrypted data stays encrypted, acquirer must maintain protections, you can delete data first.
What We NEVER Share
✗ Conversation content with advertisers ✗ Health info with insurers/employers ✗ Personal data with data brokers
8. Cookies & Tracking
Essential (Always Active): Login, shopping cart, security
Analytics (Optional): Google Analytics, usage patterns
Marketing (Optional): Facebook Pixel, Google Ads, TikTok Pixel
Your Control: Browser settings, website footer preferences, we honor Global Privacy Control automatically.
Mobile App: No cookies; device identifiers for notifications. Opt out: iOS Settings → Privacy → Tracking
9. Your Rights & Choices
Access & Download
View conversations/summaries in app, download your data, request account info at sam@quolabs.ai
Delete
Delete account through app settings, delete specific conversations, email sam@quolabs.ai
Deleted: All encrypted data, account info
May be retained: Anonymized analytics, legal records
Correct
Update in app settings or email sam@quolabs.ai
Manage Family Access
Add/remove authorized users, customize permissions, view access logs
Communication Preferences
Required: Safety alerts, device offline notifications
Optional: Daily summaries, marketing emails (unsubscribe anytime)
Opt Out of Ads
Website opt-out link, we honor Global Privacy Control, iOS: Settings → Privacy → Tracking
Unpair Device
App settings: stops reporting/alerts, deletes local data. Cloud data deleted separately if desired.
10. Additional Privacy Rights
Children's Privacy
Sam is for adults. We don't collect data from children under 13. If we learn we have, we delete it immediately. Contact sam@quolabs.ai if concerned.
International Users
Sam operates from the US. If outside US, your info transfers to US. By using Sam, you consent.
European Users (GDPR): Additional rights include: object to processing, restrict processing, data portability, withdraw consent, lodge complaints with supervisory authority. Transfer protections: Standard Contractual Clauses.
California Rights (CCPA/CPRA)
- Right to Know: What we collect and how we use it
- Right to Delete: Request deletion
- Right to Correct: Request corrections
- Right to Opt-Out: We don't sell info (may "share" for advertising—you can opt out)
- Non-Discrimination: We won't penalize you for exercising rights
Exercise Rights: Email sam@quolabs.ai or call (415) 326-6474. Response within 45 days.
11. Data Breach Notification
If a breach occurs:
Within 72 Hours: Email notification, in-app alert, breach details, steps taken, what you can do
May Be Exposed: Account info, technical data, orders
NOT Exposed: Conversation content, summaries, health info, messages (all encrypted)
Because of encryption, your conversations stay private even in a breach.
12. Changes to This Policy
We may update to reflect law changes, new features, improved practices.
We'll Notify You: Email, in-app notification, website notice. Material changes: 30 days' notice.
Your Choices: If you disagree, delete account before changes take effect. Continued use = acceptance.
13. Contact Us
General Privacy
Email: sam@quolabs.ai
Phone: (415) 326-6474
Mail: Quo Labs, Inc., 2 Marina Blvd, San Francisco, CA 94123
HIPAA Privacy Officer
Email: sam@quolabs.ai (Subject: "HIPAA Privacy Request")
California Privacy Rights
Email: sam@quolabs.ai (Subject: "California Privacy Rights")
Phone: (415) 326-6474
Customer Support
Email: sam@quolabs.ai
App: Settings → Help & Support
14. Regulatory Complaints
If we can't resolve your concerns:
- HIPAA: HHS Office for Civil Rights, 1-877-696-6775, hhs.gov
- Consumer Protection: FTC, 1-877-FTC-HELP, ftccomplaintassistant.gov
- California: Attorney General, oag.ca.gov
- EU: edpb.europa.eu
- UK: ico.org.uk
15. Consent
By using Sam, you acknowledge you've read and understood this Policy, and you consent to:
- Collection and use as described
- Transfer to the United States
- Voice-to-text conversion (no voice recording)
- Automated processing for summaries and alerts
- Sharing encrypted data with your authorized family
You understand:
- Voice audio is not stored
- Conversations are encrypted
- We cannot read your conversations
- You can withdraw consent and delete data anytime
Withdraw by: Turning off features, deleting data, deleting account, or contacting sam@quolabs.ai
Our Promise to You
We built Sam for our grandparents, and for yours.
We know these conversations are precious. We know the trust you're placing in us.
That's why we protect your conversations with strong encryption so we literally cannot access them. That's why we're HIPAA compliant. That's why we don't sell your data. That's why privacy isn't just a policy for us, it's the foundation of everything we do.
Your loved one's private moments stay private, between them and your family. Always.
If anything is unclear, email sam@quolabs.ai. We're here to help.
Thank you for trusting us with your family's care.
This Privacy Policy is effective as of February 17, 2026.