Privacy Policy

1. Information We Collect

Website Inquiry Forms. When you submit a consultation request or advisor inquiry through our website, we collect your name, email address, phone number (if provided), professional role (for advisor inquiries), and the message you submit. This information is used solely to respond to your inquiry.

Trustee Portal — Account Information. When we create a trustee portal account on your behalf, we collect your name and email address. These are used to authenticate your access to the portal.

Trustee Portal — Query Data. When you submit a question to the Voice Agent, we log the question, the time of the query, and your account identifier for security and audit purposes. This log is maintained to protect the integrity of the system and is not shared with third parties.

Grantor Interview Content. Video recordings, audio, and transcripts captured during client interview sessions are stored securely in our system. This content belongs to the client (grantor) and is used exclusively to power that client’s Voice Agent. It is never used for any other purpose.

Automatically Collected Information. When you visit our website or portal, our hosting infrastructure may automatically collect standard technical information such as your IP address, browser type, and pages visited. This information is used for security monitoring and system performance only.

2. How We Use Your Information

We use the information we collect for the following purposes:

• To respond to consultation and advisor inquiries submitted through our website
• To create and manage trustee portal accounts
• To provide access to the Voice Agent and video archive for authorized users
• To monitor system security and detect unauthorized access attempts
• To maintain audit logs of portal access for client protection
• To communicate with clients and authorized users about their accounts
• To improve the performance and reliability of our services

We do not sell, rent, or share your personal information with third parties for marketing purposes. Ever.

3. How We Store and Protect Your Information

Encryption. All data is encrypted at rest and in transit. Video archives, transcripts, and account data are stored using industry-standard encryption protocols on Amazon Web Services (AWS) infrastructure.

Client Isolation. Each client’s data is maintained in a completely isolated environment. No client’s information is accessible to any other client’s system at any layer of our infrastructure.

Access Controls. Access to client data requires multi-factor authentication. All video content is delivered through short-lived signed URLs that expire within 60 minutes and cannot be reused or shared.

Security Monitoring. We maintain automated security monitoring that alerts us immediately to unusual access patterns or unauthorized access attempts. All access to client data is logged and auditable.

Infrastructure. Our services are hosted on Amazon Web Services, one of the world’s most secure and reliable cloud platforms. AWS maintains numerous security certifications including SOC 2, ISO 27001, and compliance with financial industry standards.

4. Data Retention

Active Clients. We retain client data — including video archives, transcripts, and agent configuration — for as long as the client’s monthly access fee is current and the service agreement is active.

Upon Termination. When a client terminates their service agreement, their data remains accessible through the portal for thirty (30) days to allow them to confirm they have their physical USB archive. After that period, we will delete all client data from our systems and provide written confirmation of deletion upon request.

Website Inquiry Data. Information submitted through website inquiry forms is retained for a period of two years and then deleted, unless an ongoing business relationship has been established.

Audit Logs. Security and access audit logs are retained for one year and then deleted.

5. Third-Party Service Providers

We use a limited number of trusted third-party service providers to deliver our services. These providers access only the data necessary to perform their specific function and are contractually required to protect that data:

• Amazon Web Services (AWS) — cloud infrastructure, storage, authentication, and transcription services
• Anthropic — AI language model used to generate Voice Agent responses. Query context is sent to Anthropic’s API but is not retained or used to train their models under our API agreement.
• Pinecone — vector database used to index and search transcript content. Data stored in Pinecone is isolated per client and not accessible to other users of the platform.
• Stripe — payment processing for monthly access fees. We do not store payment card information. All payment data is handled directly by Stripe under their PCI-compliant infrastructure.
• Google LLC (Google Analytics) — website analytics service used to understand aggregate traffic patterns and page performance on our public marketing website (thetrustvoice.com and thetrustvoice.com/faq). Google Analytics collects anonymized usage data such as pages visited, session duration, and general location. This data is not used to identify individual visitors and is not linked to client accounts or portal activity. Google’s privacy policy is available at policies.google.com/privacy.
• Meta Platforms, Inc. (Meta Pixel) — marketing measurement tool used on our public marketing website to understand the effectiveness of any future advertising campaigns. Automatic Advanced Matching is disabled — Meta does not receive form field data from our inquiry forms. Meta’s privacy policy is available at facebook.com/privacy/policy.

We do not use advertising networks, data brokers, or marketing analytics platforms beyond those disclosed above. The Google Analytics and Meta Pixel tools described above are limited to our public marketing website and are never active on the trustee portal.

6. Cookies and Tracking

Our public marketing website (thetrustvoice.com) uses the following tracking technologies:

Essential cookies. Session authentication cookies are used on the trustee portal (portal.thetrustvoice.com) to maintain your login session. These are strictly necessary for the portal to function.

Google Analytics. We use Google Analytics (GA4) to collect anonymized data about how visitors use our public website — including pages visited, session duration, and general geographic region. This data helps us understand how to improve the site. Google Analytics does not have access to client portal data or interview content. You may opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on.

Meta Pixel. We use a Meta Pixel on our public marketing website for marketing measurement purposes. Automatic Advanced Matching is explicitly disabled — the pixel does not collect or transmit data from our inquiry forms. The pixel tracks page views only. You may control Meta’s use of your data through Meta’s ad preferences.

None of the above tracking technologies are active on the trustee portal or on the videographer upload page (upload.thetrustvoice.com).

7. Your Rights

As a client or authorized user of The Trust Voice, you have the following rights:

• Access — you may request a copy of the personal information we hold about you
• Correction — you may request that we correct inaccurate information
• Deletion — you may request deletion of your personal information, subject to our retention obligations under the client service agreement
• Portability — upon termination of service, your video archive will be made available for download in standard MP4 format

To exercise any of these rights, contact us at privacy@thetrustvoice.com. We will respond within ten (10) business days.

8. Children’s Privacy

Our services are intended for adults engaged in estate planning and trust administration. We do not knowingly collect personal information from anyone under the age of 18. If you believe we have inadvertently collected such information, please contact us immediately.

9. Security Incidents

In the event of a security breach that affects your personal data or client content, we will notify affected clients within seventy-two (72) hours of becoming aware of the incident. Notification will include a description of what occurred, what data was affected, what steps we are taking, and what you can do to protect yourself.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make material changes, we will notify active clients by email at least thirty (30) days before the changes take effect. The current version of this policy will always be available at thetrustvoice.com/privacy.

11. Contact Us

If you have questions, concerns, or requests related to this Privacy Policy or our data practices, please contact us:

The Trust Voice LLC
privacy@thetrustvoice.com
704-877-1853
thetrustvoice.com