Privacy Policy

This Privacy Policy explains how Fetch Fido, Inc. (“Fido,” “we,” “us”) collects, uses, shares, and protects personal information in connection with the Fido platform and fetchfido.ai. We wrote it to be readable. Capitalized terms not defined here have the meaning given in our Terms of Use.

Roles in plain terms. When an organization (an agency, school, or healthcare team) uses Fido to coordinate services, that organization decides what data to put into Fido and is the controller of that data. Fido acts as their processor, handling it on their instructions. For our own website visitors and account holders, Fido is the controller.

Information we collect

We collect the following categories of information:

• Account & profile data: name, email, phone, organization, role, and login credentials.
• Service data you put into Fido: assignments, schedules, locations, service types, provider qualifications and availability, client and consumer records, communication preferences, accommodations, and messages.
• Billing data: for paying customers, billing contact and payment details (card data is handled by our payment processor, not stored by Fido).
• Technical data: IP address, device and browser information, and usage/diagnostic logs.
• Cookies: see Cookie Policy.

Consumers, the Deaf and hard-of-hearing people receiving services, are asked for the minimum needed: identity, contact, language and communication preferences, accommodations, and assignment history. Consumers are never asked for payment information.

How we use information

Your data is yours. We never sell it, and we never share identifiable data except to operate the Service for you. The only use we make of your data beyond running Fido is to produce aggregated, de-identified statistics, for example product analytics and market benchmarks used in our own reporting and marketing, that never identify you, your organization, or any individual.

• To provide the service (performance of a contract): matching providers to assignments, coordinating schedules, processing billing, and sending notifications.
• To secure and improve the service (legitimate interests): preventing fraud and abuse, diagnosing problems, and producing the aggregated, de-identified statistics described above.
• To communicate with you: service messages (which you cannot opt out of while you hold an account) and, with consent, product updates you can unsubscribe from anytime.
• To meet legal obligations: tax, accounting, and lawful requests.

We do not sell personal information, we do not use the data an organization puts into Fido to compete with that organization, and we do not use your data to train AI models (see the Fido AI assistant).

What is shared: request vs. accepted assignment

How much information is visible, and to whom, depends on where an assignment is in its lifecycle. Fido shares only what is needed for each stage.

While an assignment is a request (offered to accept or decline)

To help a provider decide whether to take the work, Fido shares the general details of the assignment: the type of client, the consumer, the general location, the scheduled date and time, and the service type and required qualifications, along with that provider’s own estimated pay. This is the high-level picture needed to make a decision, not the full record.

Once an assignment is accepted or directly assigned

After a provider accepts, or is directly assigned, the full details relevant to that assignment are shared with them so they can carry out the work, kept at a high level and scoped to that assignment: the specific location, timing, on-site contacts, and any preparation or accommodation details. Even then, access stays limited to what the assignment requires, providers never see your billing or client financials, any other provider’s pay, or notes you mark internal. Clients and consumers see an assignment only after it is confirmed, and each role sees only what applies to it, a consumer never sees billing, and a client never sees provider pay.

How we share information

We share information only as needed to run Fido:

• Within your organization’s account, according to each person’s role and permissions.
• With subprocessors who help us operate (hosting, email/SMS delivery, payments, analytics, error monitoring), under contracts that require them to protect the data.
• Across organizations only when a customer opts into the Fido Network and only to the extent they choose.
• For legal reasons, when required by law or to protect rights and safety. We will attempt to notify the affected customer of legal requests unless prohibited.
• In a business transfer, if Fido is acquired or merged, under the same commitments described here.

Integrations and the platforms we use

Fido relies on a small set of vetted providers to run the Service. Each is bound by a data-protection agreement and may use data only to provide its service to us.

Remote and video-relay assignments take place on whatever video tool you choose to use; that happens outside Fido and is governed by that tool’s own terms. A current, complete list of subprocessors is available at privacy@fetchfido.ai.

The Fido AI assistant and your data

Fido includes an AI assistant, a public intake helper and an in-app copilot, powered by Anthropic’s Claude models (Claude Haiku 4.5 and Claude Sonnet 4.6). Here is exactly how your data is handled:

• What is sent to the model: only the data the signed-in user is already authorized to see, plus the current conversation, so the assistant can answer the request in front of it.
• What is never sent: data belonging to other organizations, deleted records, and any previous session. The assistant is scoped to your organization and the user’s role.
• No training on your data. Your data is used only to generate the response you asked for. It is never used to train AI models, ours or anyone’s. Anthropic does not train on data submitted through its API and retains it only briefly for trust and safety.
• Bring your own AI. Your organization can connect its own AI provider key (Claude, OpenAI, Gemini, or Azure). When you do, AI usage runs under your own provider account and that provider’s terms, and Fido does not meter or bill it.
• Usage metering. When you use the built-in assistant, we record token counts to bill usage (see our Terms of Use). We retain those counts for billing, not your conversation content for training.

Cookies and analytics

We use strictly necessary cookies to keep you signed in and to keep the Service secure. Our website also uses Google Analytics to understand traffic and improve the site; the information it collects about your visit is aggregated and is not used to identify you. You can opt out through your browser settings or Google’s opt-out tools, and we honor Do-Not-Track signals where feasible. See our Cookie Policy for details.

How long we keep data

We keep personal information only as long as we need it. Specific periods:

Some records are soft-deleted, hidden from view but retained, so we can support audit, dispute resolution, and historical accuracy. You can request permanent deletion (your right to erasure); we honor it subject to the legal retention periods above.

Your privacy rights

Depending on where you live, you may have rights to access, correct, delete, port, or restrict the processing of your personal information, and to object to certain uses. U.S. state laws (including the California CCPA/CPRA and laws in Virginia, Colorado, Connecticut, and others) and the EU/UK GDPR provide these rights to varying degrees.

If your data was put into Fido by an organization (your agency, school, or healthcare provider), please direct your request to them as the controller; we will support them in responding. For data where Fido is the controller, contact privacy@fetchfido.ai. We will verify your identity before acting and respond within the time required by law. We will not discriminate against you for exercising your rights.

How we protect information

We use encryption in transit and at rest, role-based access controls, monitoring, and other safeguards described on our Security page. No system is perfectly secure, but we work hard to protect your information and to notify you promptly if something goes wrong.

Children’s privacy

Fido is a tool for organizations and is not directed to children. We do not knowingly collect personal information directly from children under 13. Where Fido is used to coordinate services involving minors (for example, students), the organization is responsible for any required parental consent under laws such as COPPA and FERPA.

International data

Fido is operated from the United States and stores data in the United States. If you access Fido from outside the U.S., you understand your information will be processed in the U.S. Where required, we use appropriate transfer safeguards such as Standard Contractual Clauses.

Changes and contact

We may update this Privacy Policy. If we make material changes, we will provide notice (for example, by email or in-app) before they take effect. Questions or requests: