Voice Call Terms

1. Automated wellness calls

On paid plans, a family or organization can turn on a call step. If the senior misses her check-in and has not responded to the reminder, Cozy Check-ins places one automated phone call to her number. A friendly recorded voice — in English or Spanish, based on her language setting — reminds her to check in and asks her to press 1 if everything is okay. Pressing 1 records her check-in and her Circle gets the all-clear. If she does not answer or does not press 1, the call ends and her Circle is notified as usual.

These calls are transactional reminders you asked for. They are never sales calls, never contain advertising, and are placed only to a phone number whose owner opted in to Cozy Check-ins reminders. We place exactly one automated call per missed check-in — never a second one, even if the first goes unanswered.

Automated calls are not answered by a person and cannot take a message. If the senior needs help, she should call her family or her local emergency number — the call cannot connect her to anyone.

2. Masked calling for organizations

Organizations on a paid plan can call their members from the Cozy Check-ins dashboard without revealing staff members' personal phone numbers. When staff tap "Call," we ring the staff member's phone first and then connect the member through a Cozy Check-ins number. The member sees the Cozy Check-ins number, not the staff member's.

Masked calls are ordinary phone conversations between two people. Cozy Check-ins connects them and then steps out of the way.

3. Calls are never recorded

We do not record the audio of any call — not automated wellness calls, not masked calls. We store only call metadata: which number was called, when, how long the call lasted, and the result (answered, no answer, pressed 1). Organizations can see that metadata for their own members in the call log. No one can listen back to a call, because no recording exists.

4. Consent and who we call

We call the senior only after she has opted in to Cozy Check-ins from her own phone, and only when her family or sponsoring organization has turned on the call step. Families and organizations promise they have the senior's permission before enabling calls.

Masked calls go only to members the organization enrolled with their consent, and only from staff who are signed in to that organization's dashboard.

5. How to stop calls

Reply STOP to any Cozy Check-ins text message, or email support@cozycheckins.com, and we will stop automated calls and texts to that number. Stopping the senior's number pauses her check-ins, so please tell her family. Families and organizations can also turn the call step off in settings at any time.

If you receive a call from Cozy Check-ins and believe you should not have, email us and we will look into it right away.

6. Carriers, timing, and limits

Calls are placed through our telephony provider and carried by phone networks we do not control. A call may be delayed, blocked by a carrier's spam filter, or fail to connect, and voicemail systems may intercept it. Cozy Check-ins cannot guarantee that any call is completed or heard. Carriers are not liable for delayed or failed calls. Standard call charges from your phone plan may apply to received calls.

Automated calls are placed only as part of a check-in escalation you configured. We do not place calls outside that flow, and we do not use autodialers for marketing of any kind.

7. Not an emergency service

A call from Cozy Check-ins is a gentle reminder, not a welfare check by a professional. Cozy Check-ins never calls 911, police, fire, or EMS, and cannot dispatch help. If someone is in danger, call your local emergency number right away.

8. Contact

Questions about calls? Reach us at support@cozycheckins.com or visit our contact page.