Last updated: July 2026
Effective date: June 2026
Operator: Elsy Labs Pte. Ltd., Singapore · Contact: hello@helloelsy.com
Elsy is an AI voice companion for elderly users and their caregivers, operated by Elsy Labs Pte. Ltd. ("we," "us," or "Elsy"). This policy explains what personal data we collect, why we collect it, how we use and protect it, and what rights you have.
We are committed to complying with Singapore's Personal Data Protection Act 2012 (PDPA) and to handling your data with the care and transparency that a service for elderly and vulnerable users demands. If you are located in the European Economic Area or the United Kingdom, you have additional rights under the GDPR, described in Section 11.
Elsy is a wellness and companionship tool. It is not a healthcare provider, medical device, or diagnostic tool. Nothing in Elsy's output should be treated as medical advice or a clinical assessment.
When you sign up as a caregiver or are invited as a member, we collect your email address, name, timezone, language preference, and your role within a Care Circle (admin or member).
If a caregiver invites you, we also record which Care Circle you belong to, who invited you, and whether consent was provided by you directly or on your behalf by your caregiver.
When you talk to Elsy, your voice is streamed in real time to an AI system that generates spoken responses. As part of this process, your speech is transcribed into text. We store these text transcripts to provide continuity across conversations, extract reminders, build your personal knowledge base, and generate wellbeing insights for your caregiver.
We also store an audio recording (MP3) of each completed conversation in our secure cloud storage, alongside the transcript. We keep these recordings so that we can investigate quality issues, verify that transcription is accurate, debug problems you report, and improve the Elsy service. Audio recordings are stored in a private storage bucket, are not publicly accessible, and are protected by the same encryption and access controls as the rest of your data (see Section 8).
From your conversations, Elsy automatically extracts personal facts (such as family members' names, hobbies, preferences, and routines), reminders you mention, and topics of interest. This extracted information is stored separately from your transcripts and is used to make future conversations more personal and relevant.
Caregivers can also add background context about you — such as your daily routine, interests, important people in your life, and topics to approach sensitively. This information helps Elsy have better conversations with you but is not visible to you within the app.
Elsy periodically analyzes your conversation transcripts using AI to generate wellbeing assessments. These assessments include estimated mood levels, confusion indicators, and conversational repetition patterns, each scored on a simple scale. These are pattern-based estimates, not clinical measurements.
If certain patterns suggesting potential safety concerns (such as references to falls, distress, or emergencies) are detected during a conversation, an alert is created for your caregiver.
Elsy extracts and stores reminders from your conversations (such as appointments and tasks). Caregivers can also add medications and reminders directly. We store medication names, dosages, schedules, and reminder details. Reminders and medication alerts may be delivered via push notification or email depending on your settings.
We collect basic usage data such as when you last had a conversation, session duration, and app interaction patterns. We collect push notification tokens for delivering notifications. We do not track your location. On our website, analytics and advertising cookies are off by default and load only if you accept them in our cookie banner (see Section 16); advertising and attribution in our mobile app are described in Section 2.7 below.
In the Elsy mobile app, we use the Meta (Facebook) SDK to measure how well our advertising performs — for example, which ads lead people to install Elsy, complete signup, or subscribe — so we can spend our marketing budget responsibly and reach more families who could benefit from Elsy. For this, we collect your device's advertising identifier and share a small, fixed set of non-identifying app-activity events with Meta Platforms, Inc.: completing registration, adding a family member, starting a subscription, starting the in-app demo, and starting a conversation. These events carry only non-identifying values (such as counts and yes/no flags) — never your name, email, or anything you say to Elsy.
This is strictly limited and you control it. On iOS, we ask your permission through Apple's App Tracking Transparency prompt, and we enable advertising measurement only if you allow it. On Android, it follows your device's advertising-ID setting, which you can reset or opt out of at any time in your device settings. We do not use advertising data for Elsy's wellbeing features, and we never share your conversations, transcripts, voice recordings, reminders, or health-related information with Meta or any advertising partner.
We use your personal data for the following purposes:
Providing the Elsy service: Processing your voice conversations, generating AI responses, maintaining conversation continuity, extracting and delivering reminders, and building your personal knowledge base.
Wellbeing insights for caregivers: Generating aggregated wellbeing summaries for your designated caregiver. These summaries include mood trends, engagement levels, topics of interest, and potential concerns. Summaries reflect general patterns and themes. They do not include word-for-word quotes from your conversations. Caregivers do not have access to your full conversation transcripts or voice recordings.
Safety alerts: Detecting potential safety concerns in conversations and notifying your caregiver if concerning patterns are identified.
Communications: Sending you reminders, daily digest emails, and service-related notifications via email or push notifications based on your preferences.
Service improvement and engineering: Members of Elsy's technical team — bound by confidentiality obligations — may access your conversation transcripts and audio recordings to investigate bugs, diagnose issues you or your caregiver report, improve AI response quality, and develop new product features. Access is limited to the engineers who need it to operate and improve the service, and is logged at the database level.
Advertising measurement: With your consent (see Section 2.7), measuring how effective our advertising is — using your device's advertising identifier and a small set of non-identifying app-activity events — so we can reach more families who could benefit from Elsy.
Beyond the limited, consent-based advertising measurement described in Section 2.7, we do not use your personal data for advertising, and we never use the content of your conversations for any advertising purpose. We do not sell your personal data to third parties. We do not use your data to train general-purpose AI models — your data is used only to improve Elsy's service for you and other Elsy users.
This section is important because Elsy operates in a space where the person having conversations (the member) and the person receiving insights (the caregiver) are different people.
What caregivers receive:
What caregivers do NOT receive:
This boundary is enforced by our system architecture, not merely by policy.
Important disclaimer: Wellbeing summaries are generated by AI based on conversation text analysis. They are not medical assessments, clinical evaluations, or diagnostic tools. They may contain errors, misinterpretations, or inaccuracies. Caregivers should always verify a member's wellbeing through direct personal contact and should never rely solely on Elsy's assessments for care decisions.
To operate Elsy, we use the following third-party services that process your data on our behalf:
With the exception of Meta's advertising measurement described above — which you control through the App Tracking Transparency prompt (iOS) or your device's advertising-ID setting (Android) — our third-party providers are bound by their respective data processing terms and process your data solely to deliver the Elsy service, not for their own unrelated commercial purposes.
If you are a member of a Care Circle, your designated caregiver receives wellbeing summaries and safety alerts as described in Section 4. They do not receive your conversation transcripts or voice recordings.
Other than the consent-based advertising measurement with Meta described in Section 5.1, we do not sell, rent, license, or otherwise share your personal data with advertisers, data brokers, pharmaceutical companies, research institutions, or any other third parties. We never sell your personal data. If our sharing practices change in a material way, we will update this policy and, where required, ask for your consent.
Elsy is operated from Singapore. Your stored data (including conversation transcripts, audio recordings, extracted context, and wellbeing data) is held in our primary database and file storage hosted in the European Union (Ireland). Several of our third-party service providers listed in Section 5.1 are based in or process data in the United States and other jurisdictions, so specific categories of your personal data are transferred to those providers as part of operating the service.
We take steps to ensure that these transfers are protected by appropriate contractual safeguards and that the receiving parties maintain standards of data protection comparable to those required under Singapore's PDPA and, for users in the European Economic Area or the United Kingdom, the GDPR. Where applicable, we rely on the service providers' data processing agreements, standard contractual clauses, and participation in recognized transfer frameworks such as the EU-US Data Privacy Framework.
Conversation transcripts and audio recordings: Retained for as long as your account is active. Transcripts allow Elsy to maintain continuity across conversations and provide personalized interactions over time. Audio recordings allow us to investigate quality issues and improve the service. When your account is deleted, your transcripts and audio recordings are deleted.
Extracted context (facts, reminders, preferences): Retained for as long as your account is active so that Elsy can stay personal over time. Deleted when your account is deleted.
Wellbeing data: Retained for as long as your account is active to allow caregivers to view trends over time.
Account information: Retained for as long as you maintain an account with Elsy. We may delete accounts that have been inactive for an extended period (for example, more than 12 months), and where reasonably possible we will attempt to contact you or your caregiver first.
Reminders and medications: Active reminders are retained until completed or deleted. Completed reminders are retained for reference for as long as your account is active.
You or your caregiver can request deletion of your data at any time on our delete account page. Upon receiving a verified deletion request, we will delete your personal data within 30 days, except where we are required by law to retain it (for example, billing records held for tax compliance).
We implement reasonable security measures to protect your personal data from unauthorized access, disclosure, alteration, and destruction. These include:
No system is perfectly secure. While we take data protection seriously, we cannot guarantee absolute security. If we become aware of a data breach that is likely to result in significant harm, we will notify affected users and the Personal Data Protection Commission (PDPC) as required by the PDPA.
When you first use Elsy, you are presented with a consent agreement that explains what data is collected and how it is used. You must accept the Terms of Service and this Privacy Policy before you can proceed.
Elsy is designed for elderly users, some of whom may have cognitive conditions that affect their ability to understand and consent to data processing. When a caregiver sets up a patient account, they are asked to confirm that they have the authority to consent on that person's behalf — for example, as a holder of a Lasting Power of Attorney, a court-appointed deputy, or as next-of-kin acting in the person's best interest.
You may withdraw your consent to Elsy's data processing at any time by contacting us at hello@helloelsy.com or by requesting your caregiver to delete your account. Withdrawing consent means we will stop processing your data, but it does not affect the lawfulness of processing carried out before the withdrawal.
Under Singapore's Personal Data Protection Act, you have the right to:
To exercise any of these rights, contact our Data Protection Officer at the details below.
If you are located in the European Economic Area or the United Kingdom, the General Data Protection Regulation (GDPR or UK GDPR) applies to our processing of your personal data.
Legal bases: We process your personal data on the basis of your consent (which you give when you accept this policy and the in-app consent screens), the performance of our contract with you (providing the Elsy service you or your caregiver signed up for), and our legitimate interests in keeping the service secure and improving it. For health-related information you choose to share with Elsy, such as medications and the wellbeing analysis of your conversations, we rely on your explicit consent, or the explicit consent given on your behalf as described in Section 9.2. You can withdraw consent at any time as described in Section 9.3.
In addition to the rights listed in Section 10, you have the right to:
To exercise any of these rights, contact our Data Protection Officer at the details in Section 17. We will respond within one month. As described in Section 6, your stored data is hosted in the European Union, and transfers to our US-based providers are protected by the safeguards listed there.
Elsy is not designed for or directed at children under 18 years of age. We do not knowingly collect personal data from children. If you believe a child's data has been collected through Elsy, please contact us immediately and we will delete it.
During conversations with Elsy, members may mention other people — family members, friends, neighbors, healthcare providers — by name or with identifying details. This incidental third-party data is captured in conversation transcripts and may be reflected in extracted context or wellbeing summaries.
We treat incidental third-party data with the same protections as member data. It is not shared beyond the member's Care Circle, not used for any purpose other than providing the Elsy service, and is deleted when the member's account is deleted.
To set clear expectations:
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. When we make material changes, we will notify users through the app or via email before the changes take effect.
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Our Data Protection Officer can be contacted for any privacy-related questions, concerns, or requests:
Email: hello@helloelsy.com
Entity: Elsy Labs Pte. Ltd.
Location: Singapore
If you are not satisfied with our response to a privacy concern, you may contact the Personal Data Protection Commission (PDPC) of Singapore at https://www.pdpc.gov.sg.
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