At The Neutral Hour, we are committed to protecting your privacy. This policy outlines how we collect, use, and safeguard your personal information when you engage with our services.

What We Collect
We collect information necessary to provide our advisory services, including your name, email address, phone number, and details from our intake form. We also maintain booking and payment records, including card details processed through secure third-party providers. Session recordings, AI transcripts, and session notes (see 'Session recordings and AI notes').

How We Use Your Information
We use your data to schedule and prepare for your session, process payments, send confirmations, and provide written recaps. We may also use your information to comply with legal requirements and to prevent imminent harm.

Information Sharing
We share your information with service providers that run our website, scheduling systems, and payment processors only as needed to perform their functions. We share your intake and session information with the advisor assigned to your session, who is bound by our confidentiality standards. We do not sell your personal information to third parties. We also share it with AI transcription and recording-storage providers.

Retention
Session recordings, transcripts and notes are deleted within one year of the session date (longer only if the law or a legal hold requires it). Intake answers are deleted 12 months after your last session. Payment records are kept as required for tax purposes.

Your Choices
You have the right to access, correct, or delete your personal information at any time by contacting us at hello@neutralhour.com. We also take reasonable measures to secure your data, though no system is completely immune to security breaches. Session recordings, transcripts and notes are kept for their full retention period and aren't deleted early on request.

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Session Recordings and AI Notes

Every session is recorded. We record the audio of every session, and the video for video sessions. An AI tool may transcribe the recording and produce notes or a summary. We do this only to keep an accurate record for The Neutral Hour's own files.

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Why we keep it: to keep an accurate record of what was discussed, to prepare for any follow-up session or Session Summary, and to respond to questions or disputes about a session.

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Who sees it: the advisor who led your session, The Neutral Hour's owner as needed to run and oversee the service, and the service providers we use to record, transcribe and store sessions. Recordings and notes are owned and kept by The Neutral Hour, not by individual advisors. We don't sell recordings or notes, publish them, or use them for marketing. Where providers offer the option, we pick ones and settings that don't use your session to train AI models, but we can't control every provider's practices. We may disclose a recording or transcript if the law requires it, for example under a subpoena or court order. See "Information Sharing."

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How long we keep it: the recording, the transcript, and any AI-generated or handwritten notes or summaries are deleted within one year of the session date. We keep them longer only when the law, a subpoena, a court order, or a pending or reasonably expected dispute requires it, and only for as long as required.

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Your choices: recording is a condition of booking. You can't book a session without it, and we don't delete recordings early on request. If you withdraw your consent to recording during a session, the session ends.

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Not privileged: session recordings are confidential by agreement only. They aren't protected the way conversations with a lawyer or a licensed therapist are, and a court could order them disclosed.