Welcome to HelloGov AI, LLC

Privacy Policy

Effective: February 22, 2024

Updated: May 6, 2024

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. Additionally, if you’re looking to exercise your privacy rights, you can email us 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 and our business practices.

It's important to us that you're able to clearly understand how we process your information and what rights you have under privacy and data protection laws. We welcome any questions, concerns, or feedback you may have about the updates to this Privacy Policy.

3. Our Relationship with You

In situations where our users are subject to our Terms of Use to use HelloGov’s services, HelloGov is the controller of the information.

4. Information We Process

HelloGov processes information we receive directly from you, automatically collected when you use HelloGov or visit one of our websites, and collected by HelloGov from third parties. However, please note that this Privacy Policy does not apply to the processing of your information by third parties through your use of any third-party services available via our services. Please visit those third-party websites directly for more information on their privacy and data protection practices.

5. Information HelloGov Receives Directly From You

This includes information that is needed for HelloGov to create an account for you:

• Identifiers, including first and last name, company, email address, mobile telephone number, office telephone number
• Shipping address and billing address
• Credit card information (tokenized) which is shared with third party payment processors

This includes information provided by you when you fill out government forms through use of HelloGov:

• Passport Applications

  • Personal Identification Information: Full name, date of birth, place of birth, gender, Social Security number, email address, phone number, mailing address, residential address, parental information, and marital status.
  • Document Information: Previous passport numbers, issue and expiration dates.
  • Photograph: Passport-sized photo as required by government specifications.

• Vehicle Registrations

  • Personal Identification Information: Full name, date of birth, Social Security number, driver’s license number, email address, phone number, residential address.
  • Vehicle Information: Vehicle identification number (VIN), make, model, year, color, license plate number, registration period.
  • Insurance Information: Insurance provider, policy number, coverage details.

• Travel Visa Applications

  • Personal Identification Information: Full name, date of birth, place of birth, gender, nationality, passport details, marital status.
  • Travel Information: Purpose of travel, duration, itinerary, previous travel history.
  • Financial Information: Employment status, employer information, income, proof of financial means.

• Immigration Documents

  • Personal Identification Information: Full name, nationality, date of birth, place of birth, gender, marital status, family details.
  • Background Information: Educational background, employment history, criminal record, previous immigration history.
  • Biometric Information: Fingerprints and photographs as required.

This includes other information provided by you when you interact with HelloGov:

• Information from emails you send to HelloGov
• Any other information you choose to provide while using HelloGov that identifies or can be reasonably associated with you
• Your requests, questions, and responses to us via forms, or email, or other means
• Information you provide in connection with HelloGov sweepstakes, contests, or research studies, if you choose to participate
• Information to verify your identity
• Geographic information, such as region and country
• Social media information

Information automatically processed when you visit our websites or use our mobile or desktop app

Information related to your use of HelloGov and our websites

We may also collect the following:

• Metadata and inference information related to your use of HelloGov, our websites, and third-party integrations to better understand the way you work in HelloGov. We may log the actions you take as you use HelloGov.
• Internet network activity, cookies, and similar tracking technologies, including data our servers automatically record, including your web request, IP address, browser type and settings, referring/exit pages and URLs, number of clicks, location of clicks, interactions with our website, behavioral metrics, heatmap data, session replay data, date and time stamp information, language preferences, and other such information. Please visit our Cookie Policy for more information about the types of information we collect via cookies, including information about advertising and analytics, and how we use it. To manage your cookies settings, you can adjust them in our Cookies preferences page at the “Your Privacy Rights” link at the bottom of the HelloGov website or in your browser as set forth in our Cookie Policy, or enable Global Privacy Control within your browser.
• Information collected as a result of participation in beta testing, such as error reports or feedback provided by you
• Information about how you interact with our websites, like hellogov.com, such as where you click, how long you visit a page, your scrolling, mouse hovers, and other data to help us better understand your experience and provide you with the best user experience
• Device information and activity when you use hellogov via a mobile device, including the type of device you are using, device IDs, operating system version, and mobile network information to ensure that we are serving you the correct version of our application
• Derived device geolocation information, including approximate geographic location inferred from an IP address

6. How We Use Your Information

HelloGov uses your information to operate our products and services, communicate with you, process transactions when you change HelloGov plans, for security and fraud prevention, and to comply with the law. Specifically, we may process your information to:

Provide services to you and operate our business:

• Maintain, provide, and improve our products and services
• Help us better understand user interests and needs, and customize HelloGov for you
• Analyze and research how you interact with our websites and applications
• Protect HelloGov and you, for example:
  • Securing our systems and products against fraud or unauthorized activity
  • Identifying, troubleshooting, and fixing bugs and errors
  • Complying with global laws and regulations
• Investigate in good faith alleged violations of our Terms of Use
• Comply in good faith with a valid legal subpoena, request, or other lawful process

In addition, we use information about your use of HelloGov, account information (which may include your email address and name), to:

• Communicate with you:
  • About HelloGov by phone, text, email, or chat
  • To provide important notices and updates, product changes, and other necessary notices such as security and fraud alerts
  • To market HelloGov services to you. via email, phone, and mail. You have the ability to unsubscribe from promotional marketing communications at any time
• Advertise HelloGov to you
• Facilitate reporting and analyze performance of the HelloGov platform or features available in HelloGov
• Provide webinars or public presentations
• Demonstrate HelloGov or provide you access to a demo HelloGov instance
• Process your information at your direction

Provide you with support and get your feedback:

• Respond to your requests for information
• Help identify and troubleshoot any issues with your account and answer your questions
• Resolve support requests
• Provide you with reports about usage
• Survey your opinions through surveys, research studies, and questionnaires

7. Combined Information

Unless otherwise prohibited by law, we may combine the information that we collect through your use of our products and services with information that we receive from other sources, both online and offline, and use that combined information as set out above.

8. Aggregated and de-identified data

We may aggregate and/or de-identify information related to your use of HelloGov so that such information can no longer be linked to you or your device. We may use such aggregated and de-identified data for any purpose, including but not limited to, research and marketing purposes and may also disclose such data to any third parties, including advertisers, promotional partners, sponsors, event promoters, and/or others.

9. Artificial Intelligence and Machine Learning

Some features in HelloGov are powered by artificial intelligence (AI) and machine learning.

When features powered by HelloGov AI are enabled, we use metadata related to your use of HelloGov to train machine learning models. Depending on the model and the feature, these machine learning models power features.

HelloGov may use AI technologies, including bots on our websites and in our product, to communicate with you, respond to your comments and questions, and provide information about our products and services.

9. How We Disclose Your Information

We need to disclose the information we collect about you to make our products and services run smoothly and to operate our business under the following conditions:

• Service providers and subprocessors. We may provide access or disclose your information to select third parties, including third party private companies and government agencies, that use the information on our behalf to assist in providing HelloGov’s services, website, and features. These third parties provide a variety of services to us, including without limitation courier services, shipping services, payment processing services, government services, sales, marketing, provision of content and features, artificial intelligence enabled functionality, advertising, analytics, research, data storage, security, fraud prevention, and other services.
• Advertising partners. We may also provide information collected when you visit a HelloGov website (which may include email addresses) to service providers, who may “match” this information in de-identified form to cookies (or mobile ad identifiers) and other proprietary IDs, in order to provide you with more relevant HelloGov ads when you visit other websites. Our advertising partners may also use cookies and similar technologies on our website to display more relevant advertising about HelloGov on other websites that you visit. Please see our Cookie Policy for more information about how we use targeting cookies and your options for managing them.
• Because you ask us to disclose. We may disclose your information to third parties when you ask us to do so. In particular, your government forms are shared with couriers that you select on HelloGov’s courier network that have all been screened and are registered couriers with the Department of State.
• Business transfers. If the ownership of all or substantially all of our business changes, or all or some of our assets are sold as part of a merger, sale, divestiture, restructuring, financing, acquisition or other transfer, bankruptcy or other proceeding, we may transfer your information to the new owner so that the services can continue to operate, without prior notice to you. In such case, your information would remain subject to the promises and commitments contained in this Privacy Policy until the acquiring party updates it.
• Compliance with legal obligations. To comply in good faith with a valid legal subpoena, request, or other lawful process. We will notify individuals or customers of that request unless: we are prohibited from doing so by law or court order; or there are exceptional circumstances, such as an emergency involving the risk of bodily injury or death to a person or group of people or potential harm to minors.

We use and disclose the categories of information we collect from and about you consistent with the various business purposes we discuss throughout this Privacy Policy. We do not disclose your information to third parties for their own direct marketing purposes.

The following is a list of subprocessors and third party entities to which

Entity Name	Subprocessing Activity	Entity Country
Google LLC	Google Adwords search advertising	U.S.
Meta Platforms Inc.	Facebook Ads social media advertising, display advertising, remarketing	U.S.
Microsoft Corp.	Bing Ads search advertising	U.S.
Microsoft Corp.	Microsoft Clarity website analytics service	U.S.
Nextroll Inc. d/b/a Adroll	Adroll remarketing	U.S.
Outbrain Inc.	Outbrain remarketing	U.S.
Vibe.tv	Remarketing to TV apps	U.S.
Functional Software d/b/a Sentry, Inc.	Bug tracking platform	U.S.
OpenAI OpCo LLC	OpenAI artificial intelligence services	U.S.
Microsoft Corp.	Microsoft AI artificial intelligence services and Microsoft OCR optical character recognition services	U.S.
Preferred Merchant Services, LLC dba Preferred Payments	Payment processing	U.S.
Microsoft Corp.	Cloud hosting provider	U.S.

10. Protection, Storage, Transfer and Retention of Your Information

10.1. Security

HelloGov takes technical and organizational measures to protect your information against accidental or unlawful destruction or accidental loss, alteration, unauthorized disclosure or access. For example, we implement SSL encryption to protect your personal information. We are constantly updating and improving our safeguards and strive for the highest security standards. However, no method of transmission over the Internet and no means of electronic or physical storage is absolutely secure, so we cannot ensure or warrant the security of that information.

10.2. Storage

When you use HelloGov, information about you will be stored in the United States.

10.3. Transfer of your information out of EEA, UK, Switzerland, and Japan

When you use our products and services, information about you will be transferred to the United States where HelloGov’s data processing occurs. We may also transfer information that we collect about you to third party processors across borders from your country or jurisdiction to other countries or jurisdictions around the world.

EU-US Data Privacy Framework program, the UK Extension to the EU-US DPF, and the Swiss-US Data Privacy Framework

HelloGov complies with the EU-US Data Privacy Framework program (EU-US DPF), the UK Extension to the EU-US DPF, and the Swiss-US Data Privacy Framework program (Swiss-US DPF) as set forth by the US Department of Commerce. HelloGov has certified to the US Department of Commerce that it adheres to the EU-US Data Privacy Framework Principles (EU-US DPF Principles) with regard to the processing of personal data received from the European Union in reliance on the EU-US DPF and from the United Kingdom (and Gibraltar) in reliance on the UK Extension to the EU-US DPF. HelloGov has certified to the US Department of Commerce that it adheres to the Swiss-US Data Privacy Framework program Principles (Swiss-US DPF Principles) with regard to the processing of personal data received from Switzerland in reliance on the Swiss-US DPF.

In compliance with the EU-US DPF, the UK Extension to the EU-US DPF, and the Swiss-US DPF, HelloGov commits to refer unresolved complaints concerning our handling of personal data received in reliance on the EU-US DPF, the UK Extension to the EU-US DPF, and the Swiss-US DPF to TRUSTe, an alternative dispute resolution provider based in the United States. If you do not receive timely acknowledgment of your DPF Principles-related complaint from us, or if we have not addressed your DPF Principles-related complaint to your satisfaction, please visit please visit the TRUSTe dispute resolution process web site at https://feedback-form.truste.com/watchdog/request for more information or to file a complaint. The services of TRUSTe are provided at no cost to you.

Please note that if your complaint is not resolved through these channels, under limited circumstances, a binding arbitration option may be available as set forth in Annex I of the DPF Principles. HelloGov is subject to the investigatory and enforcement powers of the Federal Trade Commission (FTC) with respect to its compliance with the provisions of the EU-US DPF, the UK Extension to the EU-US DPF, and the Swiss-US DPF.

HelloGov will take reasonable and appropriate steps necessary to ensure that any third party who is acting as a “data processor” under EU, UK, and Swiss terminology is processing the personal data we entrust to them in a manner that is consistent with the DPF Principles. HelloGov is potentially liable in cases of onward transfer to third parties of data of EU, UK, and Swiss individuals received pursuant to the EU-US DPF, the UK Extension to the EU-US DPF, and the Swiss-US DPF, respectively.

If there is any conflict between the terms in this Privacy Policy and the EU-US DPF Principles and/or the Swiss-US DPF Principles, the Principles shall govern.

To learn more about the Data Privacy Framework (DPF) program, and to view our certification, please visit https://www.dataprivacyframework.gov/.

10.4. Data Retention

We will retain your information for the period necessary to fulfill the purposes outlined in this Privacy Policy, to make our products and services available to you, or as instructed by you, unless a longer retention period is required or permitted by law.

11. Other Important Information

11.1. Use by children under 16

If you are under the age of 16, you may not have a HelloGov account or use HelloGov’s products or services. We do not knowingly process any information provided from, or direct any of our products or services to, children under the age of 16.

11.2. Marketing Practices and Choices

If you receive email from us, we may use certain analytics tools, such as clear GIFs that capture data about your interaction with the email, which may include the date and time when you opened our email and whether you clicked on any links or banners within our emails. This data allows us to gauge the effectiveness of our communications and marketing campaigns.

You may instruct us not to use your contact information to contact you by email, postal mail, or phone regarding products, services, promotions, and special events that might appeal to your interests by contacting us via privacy@hellogov.com. In promotional marketing commercial email messages, you can also opt out by following the instructions located at the bottom of such emails or contact us at privacy@hellogov.com.

Please note that, regardless of your request, we may still use and disclose certain information as permitted by this Privacy Policy or as required by applicable law. For example, you may not opt out of certain transactional, operational, or service-related emails, including those reflecting our relationship or transactions with you.

12. Global Privacy Control and Do Not Track

Where required, HelloGov honors the Global Privacy Control (GPC) signal.

Do Not Track is a privacy preference that users can set in certain web browsers. We are committed to providing you with meaningful choices about the information collected on our websites for third party purposes, and that is why we provide the ability to opt out, if needed, and adjust your cookies preferences. We do not currently recognize or respond to browser-initiated DNT signals. To learn more about Do Not Track, you can do so here.

Please note that Do Not Track is a different functionality from the browser-based Global Privacy Control signal, which HelloGov does honor. For more information about how HelloGov uses cookies and similar tracking technologies, visit our Cookie Policy.

13. Legal Bases for Processing Your Information

The laws in some jurisdictions require us to inform you of our legal bases for processing your information. Our legal bases for collecting and using your information described above will depend on the particular type of information and the specific context in which we collect it. However, some examples of legal bases for processing that we rely on:

• Where use of your information is necessary to perform our obligations under a contract with you (for example, to comply with the Terms of Use which you accept by using HelloGov’s services or to fulfill the terms of a contract signed with companies)
• Where use of your information is necessary for our legitimate interests or the legitimate interests of others (for example, to provide security, operate our products and services, prevent fraud, analyze use of and improve our products and services, and for similar purposes)
• Where use of your information is necessary to comply with a legal obligation (for example, to comply with our legal obligations to collect and store tax or invoice information for a certain period of time)
• Where we have your consent to process data in a certain way

14. Your Privacy Rights

HelloGov users from around the world use our products to make application for government documents easier and more efficient. Regardless of what country you’re located in, we respect your ability to know, access, correct, export, restrict the processing of, and delete your information, and have extended those rights globally. We will not discriminate against you for exercising your privacy rights.

15. Information about your rights

Upon your request, and subject to applicable legal exceptions, we will:

• provide access to and/or a copy of certain information we hold about you
• provide you with information about categories of information we collect or disclose about you, the categories of sources of such information, the business or commercial purpose for collecting your information, and the categories of third parties to which we disclose your information. For your convenience and so you don’t have to request it, we’ve included that information in this Privacy Policy.
• prevent the processing of your information for promotional purposes (including any direct marketing processing based on profiling)
• update information which is out of date or incorrect
• delete certain information which we have about you
• restrict the way that we process and disclose some of your information
• transfer your information to a third party provider of services
• revoke your consent for the processing of your information

If you request these rights, we will need to verify your identity and may need to verify your relationship with HelloGov for security and to prevent fraud. You may be able to designate an authorized agent to make requests on your behalf. In order for an authorized agent to be verified, the authorized agent must present signed, written permission to make such requests or a power of attorney. We may also contact you to verify your identity before processing the authorized agent’s request.

We may take additional steps to verify that you are authorized to make the request. To exercise your privacy rights, please make a request by emailing privacy@hellogov.com.

Please note, however, that certain information may be exempt from such requests in some circumstances (for example, if we need to keep processing your information for our legitimate interests or to comply with a legal obligation). Depending on applicable law, you may have the right to appeal our decision to deny your request. If we deny your request, we will provide you with information on how to appeal the decision, if applicable, in our communications with you.

16. Right to manage cookies preferences and opt out of targeted advertising

As explained in detail in our Cookie Policy, we provide information about your device and online browsing activities to third-party advertising providers for targeted online advertising purposes, so that we can provide you with more relevant and tailored ads regarding our services.

If you would like to opt out of our online disclosure of your information through cookie and pixel technology, you can adjust them in our Cookies preferences page at the “Your Privacy Rights” link at the bottom of the HelloGov website or in your browser as set forth in our Cookie Policy, or enable Global Privacy Control within your browser.

17. Privacy Information for California, Colorado, Connecticut, Montana, Oregon, Texas, Utah or Virginia Residents

17.1. Categories of information collected and disclosed

If you are a resident of California, Colorado, Connecticut, Montana, Oregon, Texas, Utah, or Virginia, we adopt this notice to comply with applicable consumer privacy laws of those states, including without limitation the California Consumer Privacy Act of 2018 (CCPA) and California Privacy Rights Act of 2020. We will continue to evaluate and update this notice as the state privacy laws, related regulations, and general understanding of their complexities and ambiguities evolve. You have certain rights under the foregoing state laws, and we want to provide you with the following additional information about the purpose for which we use each category of personal information we collect, the categories of third parties to which we disclose personal information for a business purpose or for cross-context behavioral advertising, which includes our use of third-party analytics services and online advertising services. These are described in detail in our Cookie Policy and may result in the disclosure of online identifiers (e.g., cookie data, IP addresses, device identifiers, and usage information) and are described throughout this Privacy Policy.

Specifically, your contact information (including email) or internet network and device information (including cookie data and IP address) may be disclosed to online advertising and analytics partners.

For more information about each category of personal information, purpose of use, and third parties to which we disclose personal information, please see the Information We Process, How We Use Your Information, and How We Disclose Your Information sections of our Privacy Policy.

17.2. Your choices regarding online advertising and related activities

You have the right to opt out of the disclosure of your personal information for purposes of online cross-context behavioral advertising and related activities and can do so in our Cookies preferences page at the “Your Privacy Rights” link at the bottom of the HelloGov website or in your browser as set forth in our Cookie Policy, or enable Global Privacy Control within your browser.

17.3. Other rights

We do not offer any financial incentives in exchange for your personal information. If we ever do, we will provide you with additional disclosures regarding those incentives at the time they are offered.

The state laws also allow you to limit the use or disclosure of your sensitive personal information (e.g., without limitation, social security, driver’s license, state identification card, passport number, account log-in, financial account number, debit card number or credit card number, biometric information), if your sensitive personal information is used for certain purposes. Please note that we do not use or disclose sensitive personal information other than for business purposes for which you cannot opt out under the state laws.

Please see the Your Privacy Rights section of our Privacy Policy above for information about the additional rights you have with respect to your personal information and how to exercise them.

17.4. Retention of your personal information

Please see information under Data Retention in the Protection, Storage, Transfer and Retention of Your Information section of our Privacy Policy.

17.5. California “Shine the Light” disclosure

The California “Shine the Light” law gives residents of California the right under certain circumstances to opt out of the disclosure of certain categories of personal information (as defined in the Shine the Light law) with third parties for their direct marketing purposes, or in the alternative, that we provide a cost-free means for consumers to opt out of any such disclosure. We do not currently disclose your personal information to third parties for their own direct marketing purposes.

17.6. Nevada rights

Under Nevada law, certain Nevada consumers may opt out of the sale of information about you. We do not sell your data in accordance with Nevada Senate Bill 220. However, if you are a Nevada resident you may submit a request to opt out of any potential future sales under Nevada law by contacting us at privacy@hellogov.com. Please note, if needed, we may take reasonable steps to verify your identity and the authenticity of the request.

18. Changes To Our Privacy Policy

We will update this Privacy Policy to make sure it accurately reflects our data collection and use practices, our features, advances in technology, or as applicable laws require. We will comply with applicable legal requirements regarding providing you with notice and/or consent when we make such changes, depending on the type of change made. We also provide information about how our Privacy Policy has changed over time below.

19. Contact Us and Privacy Questions

HelloGov is located at 237 S. Dixie Hwy, Floor 4, Coral Gables, FL 33133. 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.