Privacy

Last updated 7 September 2026

Trialpal is a telephone and text line that answers questions about a clinical research study. This page says what happens to what you tell it. It is written for the people who call it, and for the sites that put the number in front of them.

Your phone number

Your number is never stored as a number. Before anything is saved it is turned into a one-way fingerprint using a key held only by the deployment that answered your call. That fingerprint cannot be turned back into your number, by us or by anyone else. It is what links your calls and your texts to the same record.

Your phone company still holds your real number in its own records, and so does the carrier that connects the call. That sits outside this system.

What is kept

• A written transcript of the call. What you said and what the assistant said, saved as each turn happens.
• A log of every question the assistant looked up, including the ones it declined to answer.
• Text messages you send to the line, and the replies it sends back.
• Timings — when the call started and how long it ran.

No audio is recorded. When the assistant says the call is recorded, it means a written transcript. No recording of your voice is captured or kept anywhere.

How long it is kept

The transcript retention setting on this deployment is 36,500 days. In plain words, records are kept until the study or the site asks for them to be removed, rather than being deleted on a rolling schedule. We would rather say that than imply a schedule that does not exist.

Clinical research records are often required to be kept for years after a study ends. Your site can tell you what applies to your study.

Who else touches it

Three companies process what you say, on our instructions and for nothing else:

• Twilio carries the call and the text messages.
• Google turns speech into words and generates the reply, through its Gemini service.
• Supabase stores the records, on servers in the United States.

Nobody else. We do not sell data, we do not share it with advertisers, and we do not use it to train any model.

Who can read it

The research site running your study, and the people at Trialpal who operate the service. There is no public login and no customer dashboard. When a site asks for its records, a person assembles them.

Having your record removed

Ask your research site. They can have your record removed from every table it appears in. The removal can be undone for 24 hours in case it was a mistake, and is permanent after that.

The assistant on the phone cannot decide this for you and will not try to. It passes the request to your site.

What the line will not do

• It never telephones or texts you first. It only answers.
• It does not give medical advice or tell you what a symptom means.
• It will not tell you which treatment group you are in. Nobody involved in your care knows that.
• It will never ask you to stay in a study, or try to talk you out of leaving.

Text messages

If you text the line, you get a reply. Reply STOP at any time and the messages end. Reply HELP for what the line is and who to call. Standard message and data rates apply. We send no marketing messages of any kind, and we never text you first.

Emergencies

This line is not for emergencies. If someone is in danger, call 911. For a mental health crisis, call or text 988.

Contact

Write to hello@trialpal.io. If your question is about your own study record, your research site is the faster route, and they hold the authority to act on it.

Trialpal · Privacy · Terms · hello@trialpal.io