Privacy Policy

1. Introduction

Memorial Industries ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you use our international funeral repatriation services and visit our website.

Given the sensitive nature of our services involving the repatriation of human remains across international borders, we handle your personal information with the highest level of care and security.

2. Information We Collect

2.1 Personal Information

We collect personal information necessary to provide funeral repatriation services, including:

• Contact Information: Name, address, phone number, email address
• Family Relationship Information: Your relationship to the deceased, next of kin details
• Deceased Person Information: Name, date/place of death, citizenship, personal details required for documentation
• Travel and Documentation: Passport information, travel history, destination preferences
• Cultural and Religious Preferences: Specific requirements for handling and preparation
• Payment Information: Billing address and payment details (processed securely through Stripe)

2.2 Sensitive Information

Due to the nature of our services, we handle sensitive information including:

• Death certificates and medical records
• Government-issued identification documents
• Religious and cultural preferences
• Health-related information required for international transport

2.3 Website Usage Information

When you visit our website, we automatically collect:

• Technical Information: IP address, browser type, device information, operating system
• Usage Analytics: Pages visited, time spent, click patterns, referral sources
• Cookies and Tracking: We use Google Analytics and Microsoft Clarity for website optimization

3. How We Use Your Information

3.1 Primary Service Purposes

We use your personal information to:

• Coordinate international repatriation of human remains
• Complete required documentation for customs, airlines, and government agencies
• Communicate with funeral homes, airlines, and consular offices
• Provide 24/7 family support and status updates
• Process payments and maintain service records
• Comply with international legal and regulatory requirements

3.2 Communication

We communicate with you through various secure channels including:

• Encrypted email for sensitive information
• Secure messaging platforms (iMessage, WhatsApp, Signal, Slack) when preferred
• Secure client portal for document exchange (planned implementation)
• Phone calls for urgent coordination

3.3 Marketing and Analytics

With your consent, we may use your information for:

• Sending helpful resources about repatriation processes
• Website improvement through analytics
• Service enhancement based on usage patterns

3A. SMS Communications

By providing your phone number and consenting verbally, via voicemail, or by replying YES to our message, you agree to receive customer-care SMS notifications from Memorial Industries regarding your case (e.g., confirmation we received your voicemail, documentation reminders, scheduling details). These messages are not marketing or promotional in nature. Standard carrier rates may apply.

• Opt-in Methods: Verbal consent during a live call, consent provided in a voicemail, or affirmative reply (e.g., “YES”) when first contacting us by SMS.
• Opt-out: You may opt out at any time by replying STOP. Reply HELP for assistance.
• Frequency: Message frequency varies by case; we strive to keep messages limited to essential service updates.
• No Sale of Numbers: We do not sell, rent, or share your phone number with third parties for marketing purposes.

4. Information Sharing and Disclosure

4.1 Required Third-Party Sharing

To provide repatriation services, we share essential information with:

• Airlines: Shipping documentation and transport requirements
• Government Agencies: Customs, consular offices, health departments
• Funeral Homes: Coordination and preparation requirements
• Medical Facilities: Embalming and certification services

Note: We obtain authorization to share data as necessary for service provision through our service agreements.

4.2 Service Providers

We work with trusted service providers including:

• Cloud Infrastructure: Amazon Web Services (AWS) and other major cloud providers
• Payment Processing: Stripe (they receive only payment-related information)
• Analytics: Google Analytics, Microsoft Clarity (anonymized data where possible)

We do not sell, rent, or share your phone number with third parties for their marketing purposes. Service providers access personal data solely to perform services on our behalf and under appropriate data processing terms.

4.3 Legal Requirements

We may disclose information when required by law, court order, or government request, or to protect the rights, property, or safety of Memorial Industries, our clients, or others.

5. Data Retention

5.1 Essential Records

Due to the legal and historical nature of death-related documentation, we retain essential records indefinitely, including:

• Death certificates and official government documents
• Repatriation service records and transport documentation
• Payment records required for legal/tax purposes

5.2 Non-Essential Data

Marketing data, website analytics, and non-essential communication records are retained for reasonable business periods and can be deleted upon request, subject to legal requirements.

6. International Data Transfers

As an international repatriation service, we transfer data across borders to:

• Coordinate with international partners and government agencies
• Use cloud services with global infrastructure
• Provide services in 190+ countries worldwide

We implement appropriate safeguards including Standard Contractual Clauses and ensure adequate protection levels for international transfers.

7. Data Security

We implement industry-leading security measures including:

• Encryption: Data encrypted in transit and at rest using AWS security standards
• Access Controls: Restricted access to authorized employees and required third parties
• Secure Communication: Encrypted messaging and secure client portals for sensitive information
• Regular Monitoring: Continuous security monitoring and incident response procedures
• Compliance: Built with security-by-design and compliance-by-design principles

8. Your Rights and Choices

8.1 Access and Correction

You have the right to:

• Access your personal information we hold
• Request correction of inaccurate information
• Receive a copy of your data in a portable format

For SMS specifically, you may opt out at any time by replying STOP to a message. Reply HELP for assistance.

8.2 Marketing Opt-Out

You can opt out of marketing communications at any time while continuing to receive essential service-related communications.

8.3 Cookie Controls

You can control cookies through your browser settings, though this may affect website functionality.

8.4 Data Deletion Limitations

While we can delete non-essential marketing data, essential service records must be retained indefinitely due to legal requirements and the permanent nature of death documentation.

9. Age and Authority Requirements

Our services are available only to adults (18+) who have legal authority to make arrangements for the deceased. Minors cannot arrange repatriation services. We verify authority through documentation and signed agreements.

10. Incident Response

In the event of a data breach, we will:

• Assess and contain the incident immediately
• Notify relevant authorities within 72 hours (GDPR) or without unreasonable delay (CCPA)
• Inform affected individuals when required by law
• Document the incident and our response measures
• Take steps to prevent future occurrences

11. Contact Information

For privacy-related questions, concerns, or to exercise your rights, contact us:

• Email: privacy@memorial.industries
• Phone: Available 24/7 for emergency privacy concerns
• Address: Memorial Industries, United States

12. Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices or legal requirements. We will notify you of material changes and post the updated policy on our website with a new effective date.

13. Legal Compliance

This Privacy Policy is designed to comply with applicable privacy laws including:

• General Data Protection Regulation (GDPR) - European Union
• California Consumer Privacy Act (CCPA) - California residents
• Personal Information Protection and Electronic Documents Act (PIPEDA) - Canada
• Other applicable international data protection laws