Privacy Policy

Information you provide to us

We collect information you provide directly to us, including:

• Account information: name, email address, phone number, business address
• Business information: funeral home details, licensing information, staff details
• Client data: deceased person information, family contact details, service arrangements
• Financial information: billing addresses, payment methods (processed securely by third parties)
• Communications: email and text-message content, attachments, support requests, and feedback
• Messaging records: mobile numbers, consent and opt-out records, delivery status, and message timestamps

Information we collect automatically

When you use our Service, we automatically collect:

• Usage data: features accessed, time spent, actions taken
• Device information: IP address, browser type, operating system
• Performance data: system errors, response times, crash reports
• Cookies and similar technologies: session management, preferences, analytics

Information from third parties

We may receive information from:

• QuickBooks integration: financial data, customer information
• Payment processors: transaction confirmations, payment status
• Business partners: referral information, integration data

To provide the Service

• Operate and maintain our software platform
• Process service arrangements and generate documentation
• Facilitate integrations with third-party services
• Provide customer support and technical assistance

To improve the Service

• Analyse usage patterns and performance metrics
• Develop new features and functionality
• Conduct research and development
• Fix bugs and resolve technical issues

Business operations

• Process payments and manage billing
• Send important service notifications
• Comply with legal obligations
• Protect against fraud and security threats

Legal basis for processing (GDPR)

• Contract: to provide our Service as agreed
• Legitimate interests: to improve our Service and prevent fraud
• Legal obligation: to comply with applicable laws and regulations
• Consent: for marketing communications, where required

We do not sell your personal information. We may share information in the following circumstances.

Service providers

We work with trusted third-party service providers who help us operate our Service:

• Cloud infrastructure: AWS, Google Cloud (data hosting and processing)
• Payment processing: Stripe, PayPal (secure payment handling)
• Communication: SendGrid, Twilio (email and SMS services)
• Analytics: Google Analytics (usage analysis, anonymized)

Business integrations

When you connect third-party services:

• QuickBooks: financial data synchronization
• Other integrations: as specifically authorized by you

Legal requirements

We may disclose information if required by law, or in a good faith belief that disclosure is necessary to:

• Comply with legal process or government requests
• Enforce our Terms of Service
• Protect the rights, property, or safety of FuneralHQ, our users, or the public
• Investigate potential violations of our policies

Business transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction.

FuneralHQ provides service and customer-care messaging on behalf of participating funeral homes. Messages may concern arrangements, documents, service schedules, payments, or another request a family has made to its funeral home. We use mobile information only to provide, secure, support, and document those conversations.

How often, and what it costs

Message frequency varies, about 5 to 10 messages per arrangement. Message and data rates may apply. A family is told both before they agree, and each funeral home publishes its own consent wording at /sms/<firm>.

Mobile information is not used for third-party marketing

We do not sell or rent mobile numbers, message content, or text-message consent records. We do not share mobile information with third parties or affiliates for their own marketing or promotional purposes. We may provide the minimum information necessary to telecommunications carriers and service providers that transmit, secure, store, or monitor delivery of a message, and when disclosure is required by law.

Your messaging choices

• Reply STOP to end text messages from that funeral home's number.
• Reply START to resume after opting out.
• Reply HELP for help, or contact the funeral home directly.
• Choosing not to receive texts does not affect access to funeral services; the funeral home may communicate by phone or email instead.

Opt-out requests are applied automatically and retained as a compliance record, so a staff member cannot accidentally restart a closed conversation without renewed consent.

Technical safeguards

• Encryption: data encrypted in transit (TLS 1.3) and at rest (AES-256)
• Access controls: multi-factor authentication, role-based permissions
• Network security: firewalls, intrusion detection, VPN access
• Regular updates: security patches and system updates

Operational safeguards

• Staff training: regular security and privacy training for all employees
• Background checks: screening for personnel with data access
• Incident response: procedures for security breach detection and response
• Regular audits: internal and external security assessments

Physical safeguards

• Secure data centers with 24/7 monitoring
• Biometric access controls
• Environmental controls and backup power

Access and portability

• Request a copy of your personal information
• Export your data in a machine-readable format
• Receive information about how we process your data

Correction and updates

• Update your account information directly in our Service
• Request correction of inaccurate information
• Complete incomplete personal information

Deletion and restriction

• Request deletion of your personal information, subject to legal obligations
• Restrict processing in certain circumstances
• Object to processing based on legitimate interests

Communication preferences

• Opt out of marketing communications
• Manage notification preferences
• Control cookie settings

How to exercise your rights

To exercise any of these rights, contact us at hello@funeralhq.com. We respond within 30 days, or sooner where applicable law requires it.

We retain your information for as long as necessary to:

• Provide our Service to you
• Comply with legal obligations
• Resolve disputes and enforce agreements
• Meet regulatory requirements specific to funeral services

Retention periods

• Account data: until account deletion, plus 90 days
• Service records: 7 years, or as required by state law
• Financial records: 7 years for tax purposes
• Communication records: 3 years
• Usage data: 2 years

Our Service is hosted in the United States. If you access our Service from outside the US, your information may be transferred to, stored, and processed in the US where our servers are located.

For users in the European Economic Area or the UK, we ensure adequate protection through Standard Contractual Clauses approved by the European Commission.

Our Service is not directed to children under 13, and we do not knowingly collect personal information from children under 13. If we learn that we have collected such information, we will delete it promptly.

California residents have additional rights under the California Consumer Privacy Act:

• The right to know what personal information is collected
• The right to delete personal information
• The right to opt out of the sale of personal information; we do not sell data
• The right to non-discrimination for exercising privacy rights

We may update this Privacy Policy from time to time. We will notify you of material changes by:

• Posting the updated policy on our website
• Sending email notification to registered users
• Providing in-app notifications

Changes become effective 30 days after notification, unless immediate changes are required by law.