1. Introduction
Trust Relay Services (“we,” “us,” or “Trust Relay”) provides an estate-continuity platform that helps you store where your important institutions and accounts are held, add beneficiaries or trusted contacts, and leave instructions so the people you’ve chosen know who to contact when needed.
This Privacy Policy explains what information we collect, how we use it, what we share, and the choices you have. We’ve written it in plain language. If anything is unclear, we’d rather hear from you than have you guess.
2. Information we collect
Account information
- Your name
- Email address
- Phone number (optional)
- Login and account credentials for the Trust Relay Services account itself
Institution information
- Institution names
- Account categories (e.g., bank account, life insurance, retirement)
- Optional account identifiers, such as nicknames or last four digits
- Optional notes
Beneficiary and contact information
- Names
- Relationships to you
- Email addresses
- Phone numbers (optional)
- Preferred languages
Instructions and messages
- Guidance you provide for each beneficiary or contact
- Optional personal messages
- Institution-specific instructions
Support messages
- Messages you send our team through in-app support chat, and our replies to you
Connected activity (optional)
- If you choose to connect a ring or watch — a wearable activity tracker, such as an Oura ring — we receive and store a single daily yes-or-no — whether your device recorded movement that day — together with the date and which provider it came from
- Connection details needed to keep that link working, such as the provider name, connection status, and encrypted access credentials
- A record of when you turned the feature on or off
- We never receive or store your step counts, heart rate, sleep, workouts, location, or any other health measurement — the daily yes-or-no is all there is
AI-assisted import (optional)
- If you choose AI-assisted import, the notes you paste or the document you upload are used to prepare drafts for your review — we do not store what you pasted or uploaded, and nothing is saved to your account until you confirm it (see Section 12)
- A record that an import ran — the date, size and count measures, and whether it succeeded — never the content itself
Billing information
- Your subscription status and purchase history
- Payments are handled by our payment processor; we receive limited billing details (such as your card’s brand and last four digits, and confirmation of payment), and we do not store your full card number
Information from people who contact us about you
- If someone reports a concern about your wellbeing through our service, we may collect their name, contact details, and what they tell us, so a person on our team can review it
Usage and technical information
- Login activity
- Device and browser information (including basic diagnostics if you use our mobile app)
- IP address
- Page interactions
- Account update history
4. How we use information
We use information to:
- Provide and maintain the service, including our website and mobile app
- Allow you to manage your institutions, beneficiaries, and instructions
- If you choose AI-assisted import, organize the notes or document you provide into drafts for your review
- Respond to your messages and provide customer support
- Send account notices and annual review reminders
- Support subscription and billing activity
- Conduct verification reviews
- Prepare and send beneficiary or contact notifications you have authorized
- If you’ve turned on Connected Activity, use the daily yes-or-no signal for one purpose only: to time your routine check-ins — holding one off when you’ve clearly been active recently and, if you choose the Connected Activity check-in schedule, standing in for scheduled check-ins while your signal shows steady movement (we still check in with you directly at least once a year, and a quiet signal simply starts your normal check-in). The signal is never used to verify anything, notify anyone, or release anything
- Improve security and prevent misuse
6. Beneficiary and contact notifications
Trust Relay Services may contact beneficiaries and designated contacts you have provided if your passing is reasonably verified through our review process and you have authorized us to do so.
When contacted, beneficiaries may receive:
- Institution names and categories you have stored
- The instructions you wrote in your own words
- Any optional personal messages you created for them
If you chose to store them, a beneficiary can also retrieve the account or reference numbers, notes, and documents you left for them — delivered securely through an identity-verified, one-time-code page, not in the notification email itself.
Trust Relay Services does not determine legal beneficiary status, and does not guarantee insurance claims, payouts, account access, or any other financial outcome. Legal beneficiary designations are governed by the underlying institution or applicable law.
7. Verification review process
Before any notification of your passing is sent, a reasonable verification review takes place. Depending on what is available, this review may include:
- The status of your annual information review
- Direct outreach attempts to you through the contact methods you provided
- Consultation of publicly available information
- Confirmation by a backup or designated contact, where you have provided one and that feature is available to you
- Manual human review before any such notifications are sent
This is an operational review based on your non-response and human judgment — not a legal determination of death. We err strongly toward not contacting anyone unless the picture is unambiguous.
9. Information about other people
To use Trust Relay, you give us information about other people — your beneficiaries and contacts. By doing so, you confirm you have a reasonable basis to share their contact details with us for this purpose. We use that information only to provide the service: to reach them, when the time comes and you’ve authorized it, with the guidance you left.
If you’ve been named as someone’s beneficiary or contact and would like to know what we hold or ask us to remove it, contact support@trustrelayservices.com. Because that information belongs to the account that created it, we may need to coordinate with that account holder.
10. Data security
We use reasonable administrative, technical, and organizational safeguards to protect your information, including:
- Encryption of data in transit (TLS) and at rest, with the most sensitive fields — account or reference numbers, notes, and your written guidance and messages — additionally encrypted at the field level under a separately held key
- Optional two-factor authentication on your account
- Access controls on stored information, with restricted administrative access to sensitive records
- Audit logging of administrative actions and of access to released documents
- Careful handling procedures for verification material
No security program is perfect. We are committed to continuous improvement and to disclosing material incidents in line with applicable law.
11. Your choices and privacy rights
You may at any time:
- Update your account information
- Add, edit, or remove institutions
- Add, edit, or remove beneficiaries and contacts
- Update or revise instructions and personal messages
- Disconnect your ring or watch at any time, or remove Connected Activity entirely — which deletes the connection, its credentials, and every stored daily signal
- Cancel your subscription
- Request deletion of your information, or delete your account from your settings
Depending on where you live, you may also have the right to access the personal information we hold about you, to correct it, to delete it, to receive a copy of it, and to not be discriminated against for exercising these rights. We do not sell your personal information or share it for cross-context behavioral advertising.
To make a request, email support@trustrelayservices.com. We’ll verify your request against your account before acting on it, and you may use an authorized agent where the law allows. If we can’t honor a request, we’ll tell you why.
12. Automated decisions and AI
Decisions that matter — especially whether to release your guidance — are made by a person on our team, not by an algorithm. Trust Relay does not use artificial intelligence to make verification or release decisions, or to handle your support conversations.
One feature uses AI, and only when you choose it. AI-assisted import lets you paste rough notes or upload a document instead of typing everything into forms. What you provide there is sent to our AI service provider, Anthropic, to be organized into drafts, which you review before anything is saved. AI can make mistakes, so every draft waits for your confirmation — and what you confirm is protected exactly like information you entered by hand.
We do not store what you pasted or uploaded — it is processed and returned, and unsaved drafts live only in your browser, where they expire on their own. Under Anthropic’s standard policy the content is not retained after processing — except where limited retention is required for safety or by law — and is not used to train AI models. On our side we keep a record that an import ran — dates, counts, and status — never its content.
AI assistance is optional; the regular forms and the simple-format import always work without it. If we expand how we use AI, we’ll update this policy and explain the change before relying on AI for any decision that affects you.
13. Data retention
We retain information as long as needed to provide the service, comply with legal obligations, resolve disputes, enforce agreements, and maintain audit records related to verification and notification activity. When you request deletion or close your account, we delete your information within approximately 30 days, and remove it from routine backups within a further short period — except where retention is required by law, or to keep a limited audit record that a deletion or release took place.
Messages you exchange with our team through in-app support chat are kept for the life of your account — so past conversations stay available for context — and are deleted when you delete your account.
If you use Connected Activity, disconnecting or removing it deletes the device connection, its access credentials, and the stored daily signals. We keep a limited record of when you granted or withdrew consent and when data was deleted — that ledger is the proof those choices were honored.
14. Children’s privacy
Trust Relay Services is not intended for children under 18 years of age. We do not knowingly collect personal information from children.
Adult members may, however, identify a minor as a beneficiary or trusted contact. If a beneficiary is still a minor when information becomes eligible for release, we may require the involvement of a parent, legal guardian, or other legally authorized representative before sensitive information is delivered.
15. International users
Trust Relay Services may support multiple languages, but availability may be limited by region. Subscription payments may be processed in U.S. dollars. By using the service from outside the United States, you understand your information may be processed in the United States.
16. Mobile application
Trust Relay offers a mobile app that connects to the same account and is protected by the same safeguards described in this policy. The app collects the same categories of information described above, and may also collect basic device and diagnostic information to keep the app working.
If we add push notifications in the future, we’ll ask for your permission first, and you can turn them off at any time in your device settings. You can delete your account — and the information associated with it — from within the app or on the web.
18. Updates to this policy
We may update this Privacy Policy from time to time. When we do, we will revise the “Last updated” date at the top. Material changes will be announced through the service or by email where appropriate.
19. Contact us
Questions about this Privacy Policy or our handling of your information?
support@trustrelayservices.com
Or by mail:
Trust Relay Services
Attn: Privacy
7901 4th St N, STE 300
St. Petersburg, FL 33702, USA