Privacy, Terms & Accessibility

Privacy Policy

1. Who we are

Found Hope Foundation is a California Nonprofit Public Benefit Corporation. We provide free, anonymous peer support services for family members of people struggling with substance addiction. Our primary service is a one-time, anonymous call with a trained volunteer Navigator.

Our website is foundhope.org. Our email contact is info@foundhope.org.

2. Information we collect

From families requesting support. When you request a callback through our website, we collect only what is necessary to connect you with a Navigator: your preferred phone number (for callback purposes only), your preferred callback time window, and an optional email address — only if you choose to provide it. No name is required. You may remain completely anonymous.

We do not collect, store, or share the content of your call. Our call routing system (provided by Twilio, Inc.) uses number masking — your personal phone number is not shared with the Navigator, and the Navigator's number is not shared with you.

From volunteer Navigators. When you apply to become a Navigator, we collect the information you provide in your application, including your full name, email address, and phone number; your background and availability; and your responses to the scenario and personal fit questions. Navigator application information is used only for evaluating your application and coordinating your volunteer participation. It is not shared with third parties.

Automatically from website visitors. Like most websites, foundhope.org may automatically collect certain technical information when you visit, including IP address (anonymized where possible), browser type and version, pages visited and time spent, and referring URLs. This information is used only for understanding how our website is used and improving it. We do not use this data to identify individual visitors.

What we do NOT collect: your name (from callers); sensitive personal information such as Social Security numbers, financial information, or health records; information from or about the person in your family who is struggling with addiction; call recordings or transcripts.

3. How we use your information

We use the information we collect only to connect you with a volunteer Navigator for a callback, respond to your emails or questions, improve our website and service, evaluate Navigator volunteer applications, and comply with legal obligations, if any. We do not use your information for marketing, advertising, or any purpose unrelated to Found Hope Foundation's mission.

4. Sharing your information

We do not sell, rent, or trade your personal information. We do not share your information with third parties for their marketing purposes.

We may share limited information with service providers who help us operate Found Hope Foundation, including Twilio, Inc. — our call routing provider, which processes call metadata (e.g., call duration) but does not record call content (see Twilio's privacy policy at twilio.com/legal/privacy) — and our website hosting provider, for website operations only.

We may disclose information if required by law, court order, or legal process, or if we believe in good faith that disclosure is necessary to protect the safety of any person.

5. Your anonymity

Found Hope Foundation is designed to protect your anonymity. You are not required to provide your name to request a callback or speak with a Navigator. Our call system masks your phone number — the Navigator does not see your personal number, and you do not see theirs. We do not maintain records linking call participants to any identifiable information.

While we take all reasonable measures to protect your anonymity, please understand that no system is perfectly secure. If you share identifying information during a call or in an email, it cannot be made anonymous after the fact.

6. Data retention

We retain personal information only as long as necessary for the purpose for which it was collected. Callback request information (phone number, callback window) is deleted after your call is completed. Navigator application information is retained for the duration of your volunteer service, then deleted or anonymized. Email correspondence is retained for up to 2 years for operational purposes. Website analytics data is retained in anonymized, aggregated form only.

7. Security

We take reasonable measures to protect the information we collect from unauthorized access, disclosure, or destruction, including using reputable third-party service providers and limiting access to personal information to individuals who need it to operate Found Hope Foundation. However, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security of any information you transmit to us.

8. Children's privacy

Found Hope Foundation's services are intended for adults (18 years of age and older). We do not knowingly collect personal information from children under 18. If we become aware that we have collected personal information from a child under 18 without parental consent, we will delete it promptly.

9. Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will update the "Last Updated" date at the top of this page. We encourage you to review this page periodically. Continued use of our services after a policy update constitutes acceptance of the updated policy.

10. Contact us

If you have questions about this Privacy Policy or how we handle your information, contact: Found Hope Foundation, info@foundhope.org. Registered Agent: Northwest Registered Agent, Inc., 2108 N St, Ste N, Sacramento, CA 95816.

Terms of Service

1. What Found Hope Foundation is

Found Hope Foundation is a California Nonprofit Public Benefit Corporation. We provide a free, anonymous peer support call service for adult family members of people struggling with substance use and addiction.

Our service connects you with a volunteer Navigator — an individual with personal or lived experience related to addiction — for a single, one-time phone conversation. Navigators are not licensed therapists, counselors, social workers, psychiatrists, psychologists, or medical professionals. They are volunteers offering peer support and connection.

2. What our service is not

By using Found Hope Foundation's services, you understand and agree that: Found Hope Foundation does not provide therapy, counseling, or mental health treatment; does not provide medical advice, diagnosis, or treatment; and is not a crisis or emergency service — we cannot dispatch emergency responders. Navigator calls are a one-time peer conversation, not an ongoing support relationship. Navigators will not have follow-up contact with you unless you explicitly arrange a separate request through the website. Found Hope Foundation is not a substitute for professional medical, mental health, or legal advice.

3. Eligibility

Our services are available to individuals who are 18 years of age or older. By using our services, you represent that you are at least 18 years old. If you are under 18, please do not use our services.

Our services are intended for family members, loved ones, and individuals in a support role for someone struggling with substance addiction. The person with addiction should not use this service to seek help for themselves — there are other resources better suited to their needs, including SAMHSA's National Helpline at 1-800-662-4357 (free, confidential, 24/7).

4. Volunteer Navigators

Found Hope Foundation's Navigators are unpaid volunteers. They are trained through our Navigator Handbook and follow our guidelines, but they are not employees or agents of Found Hope Foundation for purposes of any legal liability.

Navigators are required to maintain confidentiality of your conversation, follow our crisis protocol if you express thoughts of self-harm, refrain from representing themselves as licensed professionals, and conduct one-time calls only, with no unsolicited follow-up.

Found Hope Foundation is not responsible for the individual opinions, statements, or actions of volunteer Navigators during calls, provided that the Navigator followed our guidelines. We do not screen Navigators as licensed professionals.

5. Anonymity and privacy

Our call system uses phone number masking so that your number is not shared with the Navigator, and the Navigator's number is not shared with you. You are not required to provide your name. Please see our Privacy Policy for full details on how we handle information. By using our services, you consent to our Privacy Policy.

6. User conduct

By using Found Hope Foundation's services, you agree not to: use our services for any unlawful purpose; harass, threaten, or abuse volunteer Navigators; provide false information to manipulate or misuse the service; attempt to contact Navigators outside the Found Hope call system; or record calls without the consent of all parties. Found Hope Foundation reserves the right to refuse service to any individual who violates these terms or misuses our volunteers or staff.

7. Disclaimer of warranties

FOUND HOPE FOUNDATION'S SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. WE DO NOT WARRANT THAT OUR SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE FROM HARM.

We make no representation or warranty regarding the accuracy, completeness, or usefulness of any information provided by volunteer Navigators. Peer support conversations reflect personal experience and are not professional advice.

8. Limitation of liability

To the fullest extent permitted by applicable law, Found Hope Foundation, its directors, officers, volunteers, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of our services, including but not limited to damages for emotional distress, loss of data, or personal injury.

Found Hope Foundation's total liability to you for any claims arising out of your use of our services shall not exceed fifty dollars ($50.00). Some jurisdictions do not allow the limitation of liability for certain types of damages. In such jurisdictions, our liability is limited to the maximum extent permitted by law.

9. Indemnification

You agree to indemnify and hold harmless Found Hope Foundation and its directors, officers, volunteers, and agents from and against any claims, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to your use of our services or your violation of these Terms.

10. Third-party services and resources

Our call routing is provided by Twilio, Inc. Your use of our call service is also subject to Twilio's terms of service and privacy policy. We are not responsible for Twilio's services, practices, or policies.

Links on our website to third-party resources (such as Al-Anon, Nar-Anon, SAMHSA, or 988) — including everything in our Resource Library — are provided for your convenience. Found Hope Foundation does not operate, endorse, or control those third-party organizations and is not responsible for their content or services.

11. Governing law

These Terms of Service are governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law provisions. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the state and federal courts located in California.

12. Changes to these terms

We reserve the right to modify these Terms of Service at any time. We will update the "Last Updated" date at the top of this page when changes are made. Your continued use of our services after changes are posted constitutes your acceptance of the updated Terms.

13. Contact

If you have questions about these Terms of Service, contact: Found Hope Foundation, info@foundhope.org. Registered Agent: Northwest Registered Agent, Inc., 2108 N St, Ste N, Sacramento, CA 95816.

Accessibility Statement

Found Hope Foundation is committed to making foundhope.org usable by everyone, including people who use assistive technologies. This site is built to conform to the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA. Measures we take include sufficient color contrast throughout, full keyboard navigability with visible focus indicators, semantic HTML landmarks and heading structure, text alternatives for meaningful images, support for reduced-motion preferences, and touch targets sized for easy use.

We review the site regularly, but if you encounter any barrier — anything that's hard to read, navigate, or operate — please tell us at info@foundhope.org. We take these reports seriously and will do our best to fix issues promptly.