ElderOS Vision — Privacy Policy

Effective date: June 16, 2026
Last updated: June 16, 2026

Introduction

This Privacy Policy explains how ServeIQ Inc. ("ServeIQ," "we," "us," or "our") handles personal information in connection with the ElderOS Vision mobile application for Android (the "App").

ElderOS Vision is a business-to-business (B2B) safety-monitoring tool used inside long-term care (LTC) facilities. On-site sensors (an AI camera and radar connected to a facility edge device) detect resident safety events — such as falls, on-floor events, and bed-exits — and the App pushes real-time alerts to the mobile phones of facility staff so they can respond quickly.

The App is distributed privately to staff at contracted LTC facilities. It is not available to the general public, and it is intended only for authorized facility staff (personal support workers, nurses, supervisors, and administrators). Residents do not use the App. Residents are monitored by the facility's on-site sensors; they do not log in or interact with the App.

This policy describes two groups of people whose information is involved: (a) staff users who log in to the App, and (b) residents who are monitored by the facility's sensors. The role each party plays — and who controls resident health information — is explained under Scope & Roles (PHIPA).

Who We Are

The App is published by ServeIQ Inc., located in Thornhill, Ontario, Canada.

Publisher / data processor: ServeIQ Inc.
Mailing address: 125 Commerce Valley Dr. W., Suite 802, Thornhill, Ontario L3T 7V9, Canada
Privacy contact: [email protected]

For questions about this policy or about how the App handles staff information, contact us using the details above. Requests about resident health information are handled by the facility (see Scope & Roles (PHIPA) and Your Rights).

Scope & Roles (PHIPA)

This policy applies to the ElderOS Vision App and to ServeIQ's processing of information in connection with the App and the broader ElderOS monitoring service.

Under Ontario's Personal Health Information Protection Act, 2004 ("PHIPA"):

The LTC facility is the Health Information Custodian (HIC). The facility controls the personal health information of its residents, determines the purposes for which that information is collected and used, and is responsible for resident consent, access, and correction.
ServeIQ acts as the facility's service provider and agent. We process information on the facility's behalf and at its direction, under a written agreement, solely to provide and support the monitoring and alerting service. We do not use resident health information for our own purposes.

Because the facility is the custodian, resident health information is governed primarily by the facility's privacy policies and its agreement with ServeIQ. Resident-related requests (access, correction, complaints, or deletion) are routed through the facility, as described under Your Rights.

Information We Collect

Information the App collects from staff users

Identity and account details: name, work email address, assigned role, and assigned facility/unit.
Authentication data: an authentication token (JWT) used to keep you securely signed in.
Device push token: a Firebase Cloud Messaging (FCM) token used to deliver alerts to your device.
App activity and diagnostics: records of alerts viewed, acknowledged, attended, and resolved, along with timestamps; device and operating-system information used for delivery and diagnostics; and your notification-permission status.

Information the broader system processes (for transparency)

The following information is captured and processed by the facility's on-site sensors and the ElderOS service — not collected through the mobile App, and not accessible to staff as raw data through the App. We describe it here for transparency:

Camera-derived pose/skeleton data and safety-event metadata for monitored residents.
Optional short event video or image clips, retained according to the facility's consent and retention settings.
Resident profile data managed by the facility (for example, name, room, and risk indicators).

Some of the information above relates to a resident's health or safety and is therefore sensitive. It is handled on the facility's behalf as described under Scope & Roles (PHIPA).

Data disclosure summary (Google Play)

The categories below summarize the personal and sensitive data associated with the App.

Categories of data — collected, used, and shared
Data category	Collected by the App?	Used for	Shared with
Personal identifiers (name, work email, role, facility/unit)	Yes	Account setup, authentication, alert routing	Facility (custodian); ServeIQ private cloud (Canada)
Authentication token (JWT)	Yes	Keeping you securely signed in	Not shared externally
Device push token (FCM)	Yes	Delivering push alerts	Google / Firebase Cloud Messaging (United States)
Phone number (for staff who receive SMS escalation)	Yes	SMS alert escalation	Twilio (United States)
App activity & diagnostics (alert actions, timestamps, device/OS info, notification status)	Yes	Service delivery, reliability, diagnostics	ServeIQ private cloud (Canada)
Health information — resident safety events and related data (pose/skeleton, event metadata, optional clips)	No — processed by facility sensors/service; surfaced in alerts the App receives	Safety monitoring and alerting on the facility's behalf	Facility (custodian); ServeIQ private cloud (Canada); alert content also via Google FCM and Twilio (United States)

Health information. Because the service detects and reports resident safety events (such as falls, on-floor events, and bed-exits), it processes health-related personal information. This corresponds to the "Health and fitness / Health info" data type under Google Play's Data Safety taxonomy and to "personal health information" under PHIPA. This health information is processed on the facility's behalf, as described under Scope & Roles (PHIPA).

We do not sell personal information, do not use it for advertising, and do not share it for cross-app tracking. See How Information Is Shared.

How We Use Information

We use the information collected through the App to:

authenticate staff users and keep their sessions secure;
deliver real-time safety alerts to the correct staff devices;
route, escalate, and track alert handling (viewed, acknowledged, attended, resolved);
send escalation messages by SMS and email where configured by the facility;
operate, maintain, troubleshoot, and improve the reliability of the service;
provide customer and technical support to the facility and its staff;
protect the security and integrity of the service and investigate misuse; and
comply with legal obligations and the facility's instructions as our customer and custodian.

We do not use personal information for advertising, we do not sell it, and we do not use it to track users across other apps or services.

How Information Is Shared

Service providers (sub-processors)

We share limited information with the following service providers, only as needed to operate the service:

Sub-processors
Sub-processor	Purpose
Google Firebase Cloud Messaging — Google LLC (United States)	Push-notification delivery to staff devices
Twilio Inc. (United States)	SMS alert escalation (uses staff phone numbers)
Microsoft 365 — Microsoft Corporation	Email alert delivery
ServeIQ private cloud (Montréal, Canada)	Cloud hosting and data storage

Service providers are permitted to use the information only to perform services for us and under appropriate contractual safeguards.

Cross-border processing of alert content (important). To enable an immediate response, real-time alerts — including push notifications, SMS messages, and email — can contain resident-identifying information, such as the event type and the resident's room and/or name (for example, "Fall — Room 101"). Push notifications are delivered by Google (Firebase Cloud Messaging) and SMS messages by Twilio, both of which operate in the United States. As a result, the content of these alerts — together with device push tokens and staff phone numbers — is transmitted to and processed in the United States for the purpose of delivering the alert. This processing is carried out on the facility's behalf and under our agreement with the facility. Each facility, as the Health Information Custodian, is responsible for ensuring its resident consent and PHIPA obligations address this cross-border processing of personal health information.

The facility (Health Information Custodian)

Information processed through the service is made available to the contracting LTC facility, which is the custodian of its residents' health information and the employer of the staff users.

Legal and safety disclosures

We may disclose information if required by law, regulation, legal process, or governmental request, or where necessary to protect the rights, safety, or property of residents, staff, the facility, ServeIQ, or others.

What we never do: We do not sell personal information, we do not share it with advertising networks or data brokers, and we do not share it for cross-app tracking.

Data Storage & Security

We use technical and organizational measures designed to protect personal information, including:

Encryption in transit: data exchanged between the edge device, our cloud, and the App is protected using TLS (HTTPS).
Encryption at rest: event clips are encrypted at rest on the on-site edge device using AES-256-GCM (256-bit AES).
Role-based access control: access to data is limited based on a user's role and assignment.
Multi-tenant isolation: each facility's data is logically separated from other facilities' data.
Restricted access: access is limited to authorized facility staff and to ServeIQ support personnel under controlled conditions, for support and maintenance purposes only.

No method of transmission or storage is completely secure, but we work to protect personal information using industry-standard safeguards. The data flow is: on-site edge device → ServeIQ cloud (Canada) → staff mobile App over HTTPS, with push notifications delivered through Firebase Cloud Messaging (Google).

Data Residency

ServeIQ hosts and processes personal information for the service on its private cloud located in Montréal, Canada. Our application and database servers are located in Canada.

Exception — message delivery. Push notifications are delivered by Google (Firebase Cloud Messaging) and SMS messages by Twilio, both of which operate in the United States. Device push tokens, staff phone numbers, and the content of alert notifications (which can include resident-identifying information) are therefore processed in the United States for the purpose of delivering alerts. Email alerts are delivered through Microsoft 365. See How Information Is Shared for details on this cross-border processing.

Data Retention & Deletion

Staff account data is retained for the term of the service contract with the facility.
Event clips and sensor data. By default, raw event video (MP4) is retained for 48 hours and keypoint/pose data (JSON) for 7 days, after which it is automatically deleted. A facility may configure a shorter or longer retention period within the limits permitted by its agreement, its consent settings, and applicable law.
Deletion: personal information is deleted, anonymized, or returned upon a valid request, or upon termination of the service contract, subject to any legal retention obligations.

How to request deletion

Staff users may request deletion of their account data by emailing [email protected] or by contacting their facility administrator. Requests relating to resident health information must be made through the facility, which is the custodian of that information (see Your Rights). We will respond to verified requests within a reasonable time and in accordance with applicable law.

Your Rights

Staff users. You may request to access, correct, or delete your account information by contacting ServeIQ at [email protected] or by contacting your facility.

Residents and their substitute decision-makers. Requests to access, correct, or otherwise exercise rights over resident personal health information are handled by the facility as the Health Information Custodian under PHIPA. Please direct these requests to the facility; ServeIQ will support the facility in responding as its service provider.

You may also have the right to make a complaint to the Information and Privacy Commissioner of Ontario (IPC): 2 Bloor Street East, Suite 1400, Toronto, Ontario M4W 1A8; toll-free 1-800-387-0073 or 416-326-3333; www.ipc.on.ca.

Children's Privacy

The App is a workplace tool for adult facility staff. It is not directed to children, and it is not intended for use by anyone under 18 years of age. We do not knowingly collect personal information from children through the App.

Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date above and, where appropriate, the "Effective date." If we make material changes, we will provide notice by posting the updated policy at this URL and by notifying contracting facilities by email. Your continued use of the App after an update takes effect constitutes acceptance of the revised policy, to the extent permitted by law.

Contact Us

For privacy questions or requests relating to the App or staff information, contact:

ServeIQ Inc.
125 Commerce Valley Dr. W., Suite 802, Thornhill, Ontario L3T 7V9, Canada
Email: [email protected]

Requests relating to resident personal health information should be directed to the facility, which is the Health Information Custodian. Please contact the privacy contact identified by your facility.