Voice Call Terms

1. Daily phone-call check-ins

Phone-call check-ins are a separate option for someone without a smartphone. The family owner can request a one-time setup call, and daily calls start only if the person called presses 1 on that call to agree. After that, one automated call is placed each day at the check-in time, plus one more try about 15 minutes later if the check-in is still not recorded. Pressing 1 records the check-in. Pressing 9 stops all calls and texts from Cozy Check-ins. These calls are automated, non-emergency, and never recorded.

Phone-call check-ins are available for United States phone numbers. A person who checks in by phone call is not sent text messages.

2. Reminder calls after a missed check-in

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 to check in. Pressing 1 records her check-in, and anyone who was alerted is told she checked in. 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 at most one automated reminder call a day — never a second one that day, 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.

3. 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.

4. Calls are never recorded

We do not record the audio of any call — not phone-call check-ins, not reminder 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.

5. Consent and who we call

For reminder calls, 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. For phone-call check-ins, we place one setup call at the family owner's request, and daily calls start only if the senior herself presses 1 on that call.

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.

6. How to stop calls

Reply STOP to any Cozy Check-ins text message, press 9 on any Cozy Check-ins call, 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.

7. 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 a daily phone-call check-in the senior agreed to, or as part of a check-in escalation you configured. We do not place calls outside those flows, and we do not use autodialers for marketing of any kind.

8. Not an emergency service

A call from Cozy Check-ins is a gentle check-in or 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.

9. Contact

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