Consumer Health Data Privacy Policy

Effective October 9, 2026. Version: injury-phone-v1.

Who we are and what this notice covers

Helping The Hurt is a connection and advertising service operated by Donovan Digital Solutions LLC. We are not a law firm or medical practice. We do not provide medical or legal advice, decide whether you qualify for professional services, or guarantee a referral or outcome. We are not an emergency service. For an emergency, call 911.

This policy covers the consumer health information collected through our inbound telephone intake. Our Privacy Policy describes other website practices. Calling us does not authorize every use described elsewhere on our website.

Information we collect and why

If you choose AI intake, we process the contact details, callback preferences, incident, injury, care and approximate location information you choose to provide. We also keep your consent and withdrawal choices and necessary call and source identifiers. Information comes from you and the phone route you called. You may decline individual questions; please do not provide payment-card details, Social Security numbers, account passwords or medical documents.

We use this information to prepare your request for human review, provide the assistance you request, arrange a human callback if you agree, operate and secure the service, and handle privacy requests. The AI assists with administrative intake. It does not diagnose, evaluate fault, estimate compensation or select a professional based on a legal or medical assessment.

Your choice before AI begins

A fixed telephone prompt asks for your affirmative permission before connecting you to AI processing and saving a structured request. Press 0 at the consent prompts for the human option. During the AI portion, press * to request a person, or ask to stop AI processing. Help involving a child, another person or a business matter goes to the human option. If no person is available, the call may end without a message or callback being arranged.

Permission for an ordinary human callback is a separate choice. You may continue intake without agreeing to a callback. This flow does not obtain permission for marketing, text messages, automated outbound AI calls, retained call recordings or future unrelated uses.

Who receives information

For this phone intake, human case review and call, lead and report notices are restricted to Donovan Digital Solutions’ owner. Notices contain a limited reference and an authenticated link rather than your injury story.

Twilio carries the telephone call. OpenAI processes the live AI interaction. Render hosts our platform and Neon provides its database infrastructure. These technology providers process information to deliver and protect the service under their applicable service and data-processing terms. They are distinct from doctors, lawyers or referral partners.

This intake does not authorize us to send your case to a doctor, attorney or referral partner. No such onward sharing occurs in this phone flow. We do not sell the information collected through this flow or use it for advertising audiences. Any future proposal to disclose your information to a named referral recipient requires a separate explanation and any consent or authorization required for that disclosure. Our business may receive advertising fees; that does not grant permission to disclose your case.

Storage, recordings and retention

We save a structured request rather than a platform call recording or full transcript for this flow. Technology providers may retain data for security, abuse monitoring or legal purposes. OpenAI’s default abuse-monitoring retention can be up to 30 days, with applicable legal or safety exceptions. We do not promise zero provider retention.

We retain case information only while reasonably necessary to provide the assistance you requested, fulfill privacy requests, protect the service or meet an identified legal obligation. We review inactive cases for deletion and consider earlier deletion requests. Any necessary exception is limited to its purpose. Limited consent, security and rights-handling records may remain when needed to document our obligations; this does not permit resuming withdrawn processing.

Deletion from active systems and expiry from backups are separate steps. Our current database recovery window is 72 hours. Provider copies, temporary exports and any other applicable backup copies are tracked separately. Withdrawal and deletion restrictions must be reapplied before restored information is used. We will explain any applicable retention exception or pending processor action rather than claiming every copy disappears immediately.

Your rights and how to reach us

You may ask whether we process your information, request access or a portable copy, correct information, withdraw processing or callback permission, request deletion, obtain information about recipients, or appeal a privacy-request decision. No new account is required. Withdrawing one permission does not automatically request deletion of all records; tell us if you want both.

Email donovan@donovandigitalsolutions.com with the subject “Helping The Hurt privacy request,” or call the existing Helping The Hurt number and select the human option. Include the brand, the action requested and a safe way to reply. Do not send another injury narrative, medical records or identity documents by ordinary email or through a website contact form. We will arrange a protected method when needed.

We use proportionate verification before disclosing or changing sensitive records, usually through a previously confirmed contact channel and the case reference when available. Caller ID alone does not establish identity. We handle requests without charge in the ordinary course and within applicable legal deadlines. If an extension or refusal applies, we explain the reason and how to appeal. To appeal, use the same email or human phone route and say that you are appealing. You may also contact the privacy or consumer-protection authority for your state.

Declining AI or exercising privacy rights does not authorize adverse treatment. A human alternative remains available subject to staff availability. We update this policy when this phone service materially changes; a policy update itself does not create new permission to process or share your information.