Privacy Policy

Last updated August 24, 2026

Tend is intake software for therapy practices, built and operated by FRTC (frtc.ltd). It gives a practice one place to see the people who reach out to them — through a web form, a text message, a phone call, or a booking page — and to follow each one through to a scheduled consultation.

This policy covers two different groups, and the difference matters: practice staff, who have Tend accounts and connect their own Google Calendars; and the people those practices serve, whose information staff handle inside Tend. We hold each group’s data on different terms, described separately below.

Google account data

A staff member can connect a Google Calendar so that Tend knows when they are free and can put booked consultations on their calendar. Connecting is optional, it is done per person, and it can be undone at any time.

The permissions we ask for, and why

• See when you are busy (calendar.freebusy) — to work out which appointment slots to offer. This returns busy time ranges only. Tend does not read the titles, descriptions, locations, or guests of your existing events, and never stores them.
• Create and manage events (calendar.events) — to place one event on your calendar when someone books with you, and to update or remove that event if the booking is rescheduled or cancelled. Tend only touches events it created itself.
• See your list of calendars (calendar.calendarlist.readonly) — so you can choose which calendars count as conflicts and which one bookings are written to. This reads calendar names, not their contents.

What we store, and what we send to Google

From the connection itself, Tend stores your Google refresh token, the identifier of the calendar you chose, and whether the connection is currently working. The refresh token is encrypted before it is written to our database. No calendar contents are ever copied into Tend.

Going the other way, each booking creates one event on your calendar containing the client’s name, the type of appointment, and their phone number. Nothing a client writes in the intake questions is sent to Google Calendar; that stays encrypted inside Tend. Google Workspace holds this information under a business associate agreement.

Limited Use

Tend’s use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. Concretely: we use Google user data only to provide the scheduling features described above, we do not sell it, we do not transfer it to others except as needed to provide those features or where the law requires, and we do not use it to develop, improve, or train generalized artificial intelligence or machine learning models. No human at FRTC reads your calendar data except where you have asked us to help with a specific problem, or where the law or our own security obligations require it.

Disconnecting

Disconnect from inside Tend, under Scheduling, and we ask Google to revoke the token and delete our copy of it. You can also revoke access yourself at myaccount.google.com/permissions. Events Tend has already written to your calendar stay there; they are yours.

Practice staff accounts

For people who sign in, we hold a name, an email address, a hashed password, and which practices they belong to. We keep a record of actions taken in the app — who changed what, and when, including who opened an individual client’s record. That log exists so a practice can answer questions about who saw what, which is a requirement of the work rather than a convenience.

Information about the people a practice serves

Most of what is in Tend is information about people seeking care. It arrives when someone fills in a practice’s contact form, sends a text message, calls and leaves a voicemail, or books a consultation: their name, phone number, email address, what they wrote, and what they said.

We handle that information on behalf of the practice, not for our own purposes. The practice decides what is collected, who on their team can see it, and how long it is kept within the limits below. Where a practice is a covered entity under HIPAA, we act as its business associate under a written agreement. We do not sell this information, and we do not use it for advertising.

If you are a client and want to see, correct, or delete what a practice holds about you, contact the practice directly. They are the ones who can answer, and their own notice of privacy practices governs. We will help them do it.

How it is protected

• Names, notes, message bodies, call and voicemail transcripts, and intake answers are encrypted by the application before they are stored, on top of the encryption our hosting provider applies to the underlying disks.
• The database sits on a private network with no route in from the public internet.
• Every request is served over TLS.
• Each practice’s data is isolated, and every query is scoped to a single practice.
• Backups are encrypted and kept in the same region.

How long it is kept

Once a practice has closed or archived someone’s record and twelve months have passed without contact, we erase the content— message texts, transcripts, voicemails, notes, intake answers. What remains is the fact that the person contacted the practice and how their enquiry progressed, so that a returning client is recognised rather than treated as a stranger, and so the practice can still see how its intake is working. Raw copies of incoming webhook requests are cleared on a much shorter cycle.

Automated assistance

Tend uses a language model to help staff with drafting replies, summarising voicemails, and flagging messages that may describe a crisis. A member of staff decides what happens next; nothing is sent to a client automatically. This processing runs inside our hosting provider’s environment under a business associate agreement, and the information involved is not used to train the model. Google Calendar data is never part of it.

Who else is involved

We use a small number of services to run Tend. Each is bound by a written agreement, and those handling health information do so under a business associate agreement.

• Amazon Web Services— hosting, database, backups, and the language model described above (Oregon, United States).
• Google Workspace— calendar connections, and sending mail to clients from a practice’s own address.
• Quo— text messages and calls to and from a practice’s number.
• Resend— system notifications to staff. These are kept deliberately free of any client detail.

We may also disclose information where the law requires it, or to protect someone from serious harm.

Where your data lives

Tend runs in the United States, and information is stored and processed there.

Children

Tend is a tool for practice staff and is not directed at children. A practice may record an enquiry concerning a minor; that information is handled under the practice’s own policies and the agreement between us.

Changes

If this policy changes in a way that affects what we do with your information, we will update the date at the top and, where the change is significant, tell connected practices directly.

Contact

Write to contact@frtc.ltd with any question about this policy or about information held in Tend.