Privacy

Privacy Policy

Effective date: September 14, 2026

This Privacy Policy explains how EsperoLink collects, uses, shares, stores, and protects information when you use our website, directory, planning case tools, provider tools, messaging, appointments, obituary features, payment features, and optional Family Care Coordinator Support.

1. Information We Collect

We collect information you provide directly, information generated through platform use, and limited technical information.

Account information: name, display name, email address, phone number, password credentials, roles, account status, email confirmation status, and security settings.
Family planning information: planning case details, names, dates, relationship details, service ZIP code, addresses, notes, urgency, condition notes, provider selections, quote requests, estimate history, appointments, messages, and family access permissions.
Family Care Coordinator information: support package selected, payment status, assigned coordinator, coordinator notes, tasks, progress, messages, and administrative activity related to the planning case.
Provider information: business name, legal name, contact email, phone number, website, logo, description, locations, service types, pricing lists, estimates, appointment availability, virtual meeting links, approval status, claim status, and provider communications.
Obituary and public memorial content: deceased person's name, photos, birth and passing dates, birthplace, residence, service details, obituary text, public profile status, online service links, comments, shared memories, photos, candles, and related timestamps.
Communications: messages, emails, notification logs, quote request notes, estimate notes, appointment notes, admin notices, support messages, and email delivery status.
Payments and billing records: payment intent or checkout identifiers, amount, currency, payment status, refund status, timestamps, and related transaction metadata. We do not intentionally store full card numbers.
Usage, device, and security data: IP address, browser type, device information, pages viewed, login attempts, audit logs, request identifiers, error logs, cookies, session data, and anti-abuse or security signals.

2. How We Use Information

Provide the platform: create accounts, authenticate users, operate dashboards, manage roles, and maintain planning cases.
Connect families and providers: show approved providers, submit quote requests, send estimate notifications, schedule appointments, and support secure messaging.
Support Family Care Coordinator services: process coordinator support requests, assign coordinators, support planning tasks, track progress, communicate with families and providers, and manage service status.
Publish and manage obituaries: create public obituary pages, display photos and service details, support comments or memories, and generate social sharing preview information.
Process payments: create checkout sessions, confirm payment status, process refunds where applicable, reconcile transactions, and prevent fraud.
Send communications: send account emails, password resets, email confirmations, quote notices, estimate notices, appointment updates, message notices, provider approval emails, coordinator support emails, admin announcements, and service updates.
Improve and secure the platform: debug issues, monitor performance, prevent abuse, detect unauthorized access, enforce permissions, maintain audit records, and improve user experience.
Comply with obligations: enforce our Terms, respond to legal requests, protect rights and safety, resolve disputes, and meet tax, accounting, security, or regulatory requirements.

3. How Information Is Shared

We share information only as needed to operate the platform, provide requested services, protect users, or comply with law.

With providers: when a family requests a quote, appointment, or message thread, we may share submitted planning details, contact information, event context, selected services, notes, and attached planning case information.
With families and shared users: users granted access to a planning case may see information connected to that planning case based on their access level.
With Family Care Coordinators: assigned coordinators may access planning case details, requests, estimates, provider messages, obituary information, appointment information, and related information necessary to provide support.
With admins and support staff: authorized EsperoLink administrators may access information to operate, troubleshoot, secure, moderate, support, audit, and improve the platform.
With payment processors: payment-related information is shared with processors such as Stripe to process payments, confirm payment status, and handle refunds or disputes.
With vendors: hosting providers, email delivery services, security tools, analytics or diagnostics providers, storage providers, and other service providers may process information on our behalf.
Public obituary pages: published obituary content, photos, names, dates, service details, online service links, comments, memories, and social preview metadata may be visible to anyone with access to the page or link.
Legal and safety: we may disclose information if we believe it is required by law, subpoena, court order, government request, safety concern, rights protection, fraud prevention, or enforcement of our Terms.
Business transfers: information may be transferred if EsperoLink is involved in a merger, acquisition, financing, reorganization, sale of assets, or similar business transaction.

4. Public Content and Social Sharing

Obituary pages and some provider information are intended to be public when published or approved. Public content may be indexed by search engines, shared on social media, previewed in messaging apps, cached by third parties, copied by visitors, or stored outside EsperoLink's control.

If you publish an obituary, you are responsible for the content and for obtaining any permissions needed for names, photos, service details, family information, comments, memories, and other materials. Unpublishing or deleting content may not remove copies already shared, cached, indexed, downloaded, or stored by others.

5. Payments and Stripe

We use third-party payment processors such as Stripe to process paid features, including optional Family Care Coordinator Support. Payment processors may collect card number, billing information, fraud signals, device data, and transaction data under their own terms and privacy policies. EsperoLink stores payment status and transaction identifiers needed to operate the service, but we do not intentionally store full payment card numbers.

6. Cookies, Sessions, and Similar Technologies

We use cookies and similar technologies to keep users signed in, support security, remember preferences, prevent fraud, support anti-bot checks, measure performance, and operate core platform features.

You can control cookies through your browser settings. Blocking cookies may prevent login, checkout, messaging, dashboards, or other platform features from working correctly.

7. Email, Notifications, and Communications

We may send transactional and service-related communications, including account verification, password resets, quote request notifications, estimate notifications, appointment updates, message notifications, provider approval emails, coordinator support updates, payment confirmations, admin announcements, and security notices. You may not be able to opt out of essential service or security communications while using the platform.

SMS and Mobile Information

When you voluntarily provide your mobile number and expressly opt in, EsperoLink may send user-requested one-time verification codes for account security. Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for help. Mobile information and SMS consent records will not be shared with third parties or affiliates for marketing or promotional purposes. We may share mobile information with telecommunications and messaging service providers only as necessary to deliver the messages you request.

8. Data Retention

We retain information for as long as reasonably necessary to provide the platform, operate planning cases, maintain provider and family records, support coordinator services, comply with legal, tax, accounting, security, and audit obligations, resolve disputes, enforce agreements, and protect users and the platform.

Some information may be retained after account deletion or content removal when necessary for legal compliance, fraud prevention, audit logs, dispute resolution, backup restoration, financial records, security, or legitimate business purposes. Public content that was shared externally may remain available outside EsperoLink's control.

9. Security

We use reasonable technical and organizational safeguards designed to protect information, including access controls, authentication, role-based permissions, logging, and secure hosting practices. No system, network, transmission, or storage method is completely secure.

You are responsible for using a strong password, keeping login credentials confidential, signing out of shared devices, and promptly notifying us if you believe your account or planning case access has been compromised.

10. Your Choices and Requests

Depending on your location and applicable law, you may be able to request that we:

Provide access to certain personal information we maintain about you.
Correct inaccurate account or profile information.
Delete certain information, subject to legal, security, payment, audit, backup, and operational exceptions.
Restrict or object to certain processing where applicable.
Unpublish or remove certain public obituary content where you are authorized to make the request.

We may need to verify your identity, authority, or relationship to the information before completing a request. We may decline requests that are fraudulent, unauthorized, legally prohibited, technically infeasible, or harmful to other users' rights.

11. Children's Privacy

EsperoLink is not intended for children under 13, and we do not knowingly collect personal information directly from children under 13. If you believe a child has provided personal information directly to us, contact us so we can take appropriate steps. Families may submit information about family members, including minors, only when they are authorized to do so and when it is appropriate for the planning purpose.

12. International Users

EsperoLink is operated from the United States. If you access the platform from outside the United States, your information may be processed and stored in the United States or other locations where our service providers operate. Data protection laws in those locations may differ from laws in your location.

13. Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page with a revised effective date. Continued use of EsperoLink after the updated policy is posted means you acknowledge the updated policy.

14. Trademark Notice

15. Contact Us

If you have questions or requests about this Privacy Policy, contact us at admin@esperolink.com or visit the Contact page.