Welcome to HelloGov AI, Inc.

Effective: February 22, 2024
Updated: June 23, 2026

1. Overview

HelloGov is a platform that uses artificial intelligence (AI) to simplify the application process for customers who need government documents and connect them with registered hand-carry couriers.

This Privacy Policy describes how HelloGov processes your information and explains the choices available to you with respect to your information.

If you have any questions or concerns about how HelloGov processes your information or about this Privacy Policy, you can email us any time at privacy@hellogov.com.

2. What’s Changing With This Update

We updated our Privacy Policy to include information about relevant privacy and data protection laws, our business practices, compliance frameworks, and more detailed descriptions of your rights.

3. Our Roles With Regard to Personal Data

3.1. Customers (HelloGov as Data Controller)

For customers who use HelloGov to prepare and submit government-document applications, HelloGov decides what Personal Data to collect and how it is used and disclosed, as described in this Privacy Policy.

3.2. Visitors (HelloGov as Data Controller)

For visitors to our websites and apps, HelloGov decides what Personal Data to collect and how it is used and disclosed, as described in this Privacy Policy.

4. Compliance Frameworks

HelloGov complies with the following globally recognized privacy and security standards:

• ISO/IEC 27001 (ISMS) — Comprehensive information security management.
• SOC 2 (Type I & II) — Trust Services Criteria: security, availability, and confidentiality.
• NIST Cybersecurity Framework (CSF) 2.0 — Identify, Protect, Detect, Respond, Recover.
• ISO/IEC 27701 — Privacy extension to ISO 27001 for PII and privacy management.
• GDPR (EU) — Legal framework for protecting personal data of EU residents.
• CCPA / CPRA (California) — Consumer privacy protections including access, deletion, and opt-out.

5. Information We Process

HelloGov processes information:

• Received directly from you
• Automatically collected when you use HelloGov
• Collected from third-party integrations

Note: This Privacy Policy does not apply to third-party services accessed via our Services. Review their policies for additional privacy details.

6. Information HelloGov Receives Directly From You

To create an account:

• First and last name, company, email, mobile and office numbers
• Shipping and billing address
• Credit card information (tokenized via third-party processors)

During government form completion:

Passport Applications

• Full name, date of birth, place of birth, gender, Social Security number, email, phone number, mailing/residential address, marital and parental information
• Previous passport numbers, issue/expiration dates
• Passport-sized photograph
• 🔐 This data is encrypted at rest.

Vehicle Registrations

• Personal data: name, DOB, SSN, driver’s license, address
• Vehicle data: VIN, make, model, year, plate number
• Insurance details
• 🔐 This data is encrypted at rest.

Travel Visa Applications

• Full name, DOB, place of birth, gender, nationality, marital status
• Passport details, travel purpose, duration, itinerary, prior travel
• Employment/income, financial documentation
• 🔐 This data is encrypted at rest.

Immigration Documents

• Full name, DOB, citizenship, family details, gender, marital status
• Background: education, job history, criminal/immigration history
• Biometric info: photos and fingerprints
• 🔐 This data is encrypted at rest.

Additional Information:

• Emails to/from HelloGov
• Support requests, feedback, sweepstakes entries
• Identity verification info
• Social media or marketing data
• Device data, geographic location, browser/device preferences

Automatically collected:

• Clickstream and heatmap data
• Session replays
• IP address, cookie IDs, browser headers
• Device types and OS
• App interaction metrics

For more, see our Cookie Policy.

7. Communications

7.1. SMS Communications

If you consent to receive text messages from HelloGov, we will send:

• Order status updates from (202) 858-1111
• Login verification codes via automated SMS

You may opt out at any time by replying STOP to any message. Message and data rates may apply. Message frequency varies based on your activity.

7.2. Email Communications

We send the following types of emails from support@hellogov.com to the address you provide:

• Order status updates and confirmations
• Login verification codes (one-time passwords)
• Account security notifications
• Service updates and support messages
• Marketing communications (opt-out available)

You may opt out of marketing emails using the "unsubscribe" link, but will continue to receive transactional emails necessary for account security and order fulfillment. See Section 14 for more details on marketing opt-out.

7.3. Calls and Voice

Inbound and outbound support and verification calls may be recorded and transcribed, and we may use automated tools (including AI) to summarize and quality-check them. Where required by law, we disclose recording at the start of the call and obtain consent. Recordings and transcripts are retained as described in Section 12.3.

8. How We Use Your Information

To operate and improve HelloGov Services:

• Provide, maintain, and improve features
• Personalize your experience
• Prevent fraud and secure systems
• Debug issues, analyze engagement

For communication:

• Notify you of changes or updates
• Send support or transactional messages
• Offer relevant marketing content (opt-out available)

9. Aggregated & De-identified Data

We may aggregate or de-identify your information for analytics or marketing. This data is no longer personally identifiable.

10. Artificial Intelligence and Machine Learning

HelloGov uses AI and machine learning to:

• Improve and train models using de-identified or aggregated data
• Provide suggestions, autofill features, document assistance
• Support customer interactions through bots

You agree HelloGov may retain and use non-personal data for model training and enhancement. We do not use your name, contact details, government identifiers, or document contents to train AI models — any model training uses de-identified or aggregated data only (see Section 9). Third-party AI providers process your data solely to deliver features and do not train their models on it.

11. How We Disclose Your Information

We may disclose your information to:

• Service providers and subprocessors
• Government agencies and hand-carry couriers (only when authorized)
• Marketing/advertising vendors (via hashed/pseudonymized IDs)
• Legal authorities (subpoenas, fraud, emergencies)
• Buyers during business transfers (mergers, acquisitions, bankruptcy)

We do not sell your personal information for money. When we work with advertising vendors (e.g., Google, Meta, Nextroll, Outbrain) we may disclose pseudonymized identifiers for cross-context behavioral advertising, which California's CPRA and similar laws may treat as "sharing" (or a "sale"). You can opt out at any time via our "Do Not Sell or Share My Personal Information" and "Limit the Use of My Sensitive Personal Information" choices, or by emailing privacy@hellogov.com (see Section 14).

Subprocessor List:

Entity Name	Subprocessing Activity	Country
Google LLC	Adwords search ads	U.S.
Meta Platforms Inc.	Facebook/Instagram ads	U.S.
Microsoft Corp.	Bing Ads, Clarity, AI, OCR, Cloud hosting	U.S.
Nextroll Inc.	Adroll remarketing	U.S.
Outbrain Inc.	Outbrain remarketing	U.S.
Vibe.tv	Connected TV ads	U.S.
Sentry (Functional Software)	Bug tracking	U.S.
OpenAI OpCo LLC	AI processing	U.S.
Preferred Merchant Services	Payment processing	U.S.
Twilio Inc.	SMS, voice calls (recording/transcription), call routing	U.S.
Anthropic PBC	AI processing	U.S.
Postmark (ActiveCampaign)	Transactional email delivery	U.S.
EasyPost	Shipping labels and tracking	U.S.
Auth0 / Okta Inc.	Authentication and identity	U.S.
Supabase Inc.	Database and application hosting	U.S.
Slack (Salesforce Inc.)	Internal support and operations tooling	U.S.

12. Protection, Storage, and Retention

12.1 Security

• SSL/TLS encryption in transit
• Encryption at rest for sensitive personal data
• Role-based access controls, secure development practices

12.2 Storage Location

• Data is stored in secure environments in the United States.

12.3 Retention

We retain personal data only as long as necessary to deliver our services and meet legal obligations.

• Application data (e.g., government-form data, uploaded documents, dates of birth, place of birth, Social Security numbers, passport/visa/registration details, and shipping addresses) is deleted on a per-application basis within 60 days after that application's service is completed — meaning the date your document is delivered or your order is closed.
• Incomplete or abandoned applications: form data is deleted within 30 days if the order is not completed.
• We retain your name, email, phone number, and transaction records (amount, date, status, card last-4) for up to 7 years to meet tax/accounting requirements and to process any refund you may request.
• De-identified and aggregated data, which can no longer identify you, may be retained for analytics and model improvement (see Sections 9-10).

13. Children’s Privacy

While HelloGov’s Services are intended for adults, we do process data for children under 13 when an adult or guardian is completing a passport application or related government document on their behalf.

We comply with the Children’s Online Privacy Protection Act (COPPA) and state-level laws by:

• Requiring verifiable parental consent prior to collecting or processing a child’s PII
• Limiting use and disclosure strictly to application fulfillment
• Retaining data only as long as needed
• Encrypting all child-related PII at rest
• Offering parents the right to access, delete, or restrict use of their child’s data

14. Marketing and Opt-Out Choices

You may opt out of marketing communications:

• By using the “unsubscribe” link in emails
• By emailing privacy@hellogov.com

Even if you opt out, we may still send service-related emails (e.g., account changes, receipts).

15. Global Privacy Control and Do Not Track

We honor the Global Privacy Control (GPC) signal where legally required.
We do not currently respond to Do Not Track (DNT) signals. Learn more at allaboutdnt.com.

16. Legal Bases for Processing

Our legal bases include:

• Contract performance
• Legitimate business interest
• Legal obligations
• Your consent (where required)

17. Your Privacy Rights

You have the right to:

• Access or correct your information
• Delete your personal data
• Request data portability
• Restrict processing
• Revoke consent

Submit a request by emailing privacy@hellogov.com. We may verify your identity or relationship to the data subject. We will acknowledge your request and respond within 45 days (extendable by an additional 45 days with notice), as applicable law requires. You may use an authorized agent to submit a request on your behalf.

18. State-Specific Rights (CA, CO, CT, VA, OR, TX, UT, MT)

• California: CCPA/CPRA rights include the Right to Know, Delete, and Limit Sensitive PI use.
• Colorado/Virginia/Connecticut: Right to opt out of profiling, targeted ads, and sensitive data use.
• Utah, Oregon, Texas, Montana: Similar rights with slight variations.

For more, see your state-specific privacy laws or contact privacy@hellogov.com.

19. Dispute Resolution

If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request.

20. Changes to This Policy

The Services and our business may change from time to time. As a result, at times it may be necessary for us to make changes to this Privacy Policy. We reserve the right, in our sole discretion, to update or modify this Privacy Policy at any time (collectively, “Modifications”). In certain circumstances HelloGov may, but need not, provide you with notice of such Modifications, such as via email or with in-Services notifications. Modifications will be effective 30 days following the “Last Updated” date or such other date as communicated in any other notice to you. Please review this policy periodically, and especially before you provide any Personal Data. This Privacy Policy was last updated on the date indicated above. Your continued use of the Services following the effectiveness of any Modifications to this Privacy Policy constitutes acceptance of those Modifications. If any Modification to this Privacy Policy is not acceptable to you, your sole remedy is to cease accessing, browsing and otherwise using the Services.

21. Contact Us and Privacy Questions

If you wish to contact us or if you have any questions about or complaints in relation to this notice or wish to contact our Data Protection Officer, please contact us at privacy@hellogov.com.