Privacy Policy

Effective date: September 24, 2026

PROBLEM.SERVICES ("Problem Services", "we", "us", or "our") provides a confidential support-intake and case-management service. This policy explains what information we collect, why we use it, and the choices available to you.

Information we collect

• Information you submit about the problem, requested help, location, preferred language, and available evidence.
• Contact details you voluntarily provide, such as a telephone number or email address, together with your safe-contact preferences.
• Consent records and limited technical information used for security, fraud prevention, and service operation. Network and browser details recorded with consent are converted to privacy-preserving hashes.
• Messages, case updates, internal case-management records, and delivery information generated while handling your request.

How we use information

We use information to:

• receive, assess, route, and manage support requests;
• contact you only through channels you identify as safe;
• notify authorized staff and coordinate follow-up assistance;
• protect users, prevent misuse, maintain records, and comply with applicable legal obligations; and
• operate, secure, and improve the service.

AI and speech-processing services

If you use the intake assistant, relevant text may be securely processed by OpenAI to help organize your request. If you use voice input, the recording is securely sent to Google for speech-to-text conversion. Problem Services does not intentionally retain the audio recording after transcription. Automated tools may make mistakes, so you should review and correct the information before submitting it.

Service providers and disclosure

We may use service providers that process information only to operate the service, including hosting, email delivery, SMS delivery, AI assistance, and speech transcription. Current providers may include SendGrid, Twilio, OpenAI, and Google. We may also disclose information when required by law, to protect someone from a serious threat, or during an authorized organizational transfer.

We do not sell personal information. Mobile numbers, SMS consent, and opt-in information are not sold or shared with third parties or affiliates for marketing or promotional purposes. They may be provided to communications vendors solely to deliver messages you requested or operational messages to authorized staff.

SMS privacy

If you provide a mobile number and select SMS as a safe contact channel, it will be used only for case-related communication, safety-conscious follow-up, and service notices. SMS consent is specific to this purpose and is not a condition of receiving assistance.

Security and retention

We apply access controls and technical safeguards intended to protect case information. No internet service can guarantee absolute security. We retain information only as long as reasonably necessary to handle requests, protect users, maintain required records, and meet legal obligations, after which it is deleted or de-identified where practicable.

Your choices

You may choose not to provide contact information, identify unsafe communication channels, or request that outbound contact be suppressed. Subject to applicable law and safety-related recordkeeping needs, you may request access, correction, or deletion of your personal information.

Children

This service is not designed to collect information directly from children without appropriate adult or lawful authorization. If a child's safety may be at risk, contact appropriate local emergency or child-protection services when it is safe to do so.

International processing

Our service providers may process information in countries other than your own. Where applicable, we use appropriate contractual and operational safeguards for such processing.

Policy changes

We may update this policy. The effective date above will show when the current version took effect.

Contact us

Questions or privacy requests may be sent to support@problem.services. Our postal address is Problem.services, 1074/A, Pipleline Road, Palarivatom, Kochi-682025.