BIG Remote Help – Privacy Policy
Who we are
2BIG s.r.o., Chelčického 686, Rosice, 533 51 Pardubice, Czech Republic, company ID 01435876, registered with the Regional Court in Hradec Králové, file C 31870, is the controller of your personal data. Contact: contact@biglauncher.com.
Calls and the shared screen
Voice, video, the shared screen, remote taps and typed text go directly between the two devices, end-to-end encrypted. When a direct connection is not possible, they pass encrypted through a Cloudflare relay that cannot read them. Nothing is recorded, and our server never receives call content. To connect directly, the two devices learn each other's IP address. The senior's screen is shared only after the senior allows help in that call and confirms Android's screen sharing prompt.
Accessibility service
During help that the senior allowed in the current call, the app uses Android's accessibility service so that the family member can tap, scroll and type. Only then does it read, on the phone, which apps and windows are open (package names, window titles, the identifiers and positions of windows), the texts on the Recents screen and the text already in the field being typed into. It uses this to carry out the family member's actions, to recognise the banking, payment and password apps on our list and screens that Android protects, and to block remote taps on some system screens and in this app. When the picture is paused for protection, the family member's device receives the app's name or its window title over the end-to-end encrypted connection and shows it during the call; it is not sent to our server. Nothing else that the service reads leaves the phone, and the app does not use the service outside help.
What we keep, why and for how long
| Data | Why | How long |
|---|---|---|
| Family members: the name they enter, what they call the senior, an optional photo, and who invited whom | Showing who calls and helps; adding family members | Until the member stops helping or the phone is deleted. A member removed by the senior or another family member, or replaced by their own newer pairing under the same Google account: 30 days, so that the senior can bring them back. Invitation records until the phone is deleted |
| Call history: who called whom, when, for how long, whether help or the relay was used | Call history in the app, minute limits, fair use | 90 days; monthly totals 13 months |
| Device data: random IDs, phone model, Android and app version, tokens for ringing, the time of the phone's last contact, and a description of each browser or device a family member signs in on | Ringing, connecting, signing in on other devices | Until the phone is deleted, or 395 days without any contact from the phone (the app checks in once a day, so this happens only when it is no longer used); a family member's device until signed out or until the member stops helping |
| A family member's installations: a random ID of each app or browser where they use BIG Remote Help, with the time of its last use | Deleting the diagnostics of all their devices when they stop helping or delete their account | 90 days after the last use; at once when the member stops helping |
| Google account link (only if a family member links one): a pseudonymous ID computed from the Google account ID, and which seniors the member helps | Signing in with Google on a new device | Until the member stops helping (for that senior) or deletes the account, or the senior's phone is deleted |
| Approximate location (city and country from the IP address) when a family member signs in on a new device | So that they can tell the sign-in is their own | A few minutes |
| Plan: Premium from BIG Apps Suite, or Gold (product, paid-until date, a hash of the Google Play purchase); the Play Integrity result; limits set on the phone because of abuse | Unlocking paid plans; preventing abuse | While valid or until replaced; deleted with the phone |
| Diagnostics: crash and error reports, call quality summaries (no call content, no names) and, only when the senior taps Send diagnostics, the app's log; each with a random installation ID, the device model and versions | Finding and fixing problems | 90 days; call quality summaries also up to 3 months in Cloudflare's analytics |
| Server logs at Cloudflare (IP address, time, address requested) and daily request counts per IP address | Security and abuse prevention | Logs up to 7 days, counts 2 days |
| A family member's phone number for a normal call or text message (optional) | Offered to the senior when nobody answers a call | Kept only on the senior's phone; our server passes it on |
We process this data to provide the service you use (Art. 6(1)(b) GDPR). The sign-in location, Play Integrity, abuse limits, diagnostics and server logs rely on our legitimate interest in a reliable and secure service (Art. 6(1)(f) GDPR). The name is needed for pairing; the photo, the phone number and the Google account link are optional.
The family page uses a sign-in cookie for each senior you help. It lasts 400 days and is renewed whenever the page opens; the app also renews it once a day in the background, so that you stay signed in. If you sign in on another browser without choosing to stay signed in, the cookie ends when you close the browser. A sign-in with Google in a browser adds a signed cookie for up to 10 minutes. The page keeps a few settings in the browser and, if you linked a Google account, its email address, to show which account is linked. We use no advertising or analytics cookies.
Sign in with Google
Signing in with Google is optional. A family member who already helps a senior can link a Google account and then sign in with it on a new phone or computer to see the same seniors without a QR code. Google sign-in never adds anyone to a senior's family: that always takes the QR code on the senior's phone or an invitation that the senior confirms.
When you link your Google account or sign in with it, Google gives us a signed ID token. On the web we ask Google only for basic sign-in information (openid and email); in the app, Google's sign-in sheet always shares your name and profile picture too. We use only two things from the token:
- Your Google account ID. From it we compute a pseudonymous ID with a secret key and keep only that ID, together with the seniors you help, so that we recognise your Google account next time. We don't keep the Google account ID itself.
- Your email address. It goes back to your device, which shows it as the linked account. We don't store it on our server.
We don't use or keep your name or profile picture. During a sign-in in a web browser, the sign-in in progress waits in a signed cookie in that browser for up to 10 minutes.
We use data from Google only to sign you in and to show which account is linked. We don't sell it, share it, use it for advertising or use it to train AI models. BIG Remote Help's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.
The link ends for a senior when you stop helping them or 30 days after you are removed from the family (unless the senior brings you back), for all seniors when you delete your account, and when the senior's phone is deleted. Signing out on your last device keeps it, so that you can sign in again with Google. Removing BIG Remote Help in your Google Account (myaccount.google.com/connections) does not delete the link; Stop helping or Delete account does.
Who processes data for us
- Cloudflare, Inc. hosts the service, stores its data and relays calls.
- Google: Firebase Cloud Messaging wakes the phone for a call (the message carries the call ID and the caller's name), and Play Integrity checks that the app is genuine. Sign in with Google is Google's own service; Google handles your Google Account under its own privacy policy.
Both may process data in the USA, under the EU–US Data Privacy Framework and standard contractual clauses. Gold is bought through Google Play, which handles the payment under its own privacy policy; we receive only what we need to verify the purchase. We don't sell data or use it for advertising.
How to delete your data
- Senior: in the app, Settings → Diagnostics → Delete this phone from BIG Remote Help. Everything about the phone is deleted at once, on our server and in the app: family members, call history, the Google account links of its family members, and diagnostics. A Gold subscription continues until you cancel it in Google Play.
- Family member: tap Manage phone on that senior's card, then Stop helping; you leave that senior's family and your data for that senior is deleted at once. To leave all seniors and delete your account, tap Delete account at the bottom of the home screen in the app or at remote.biglauncher.com. Details: Delete your account.
- Or write to contact@biglauncher.com; we will delete your data within one month.
What remains: server logs for up to 7 days, request counts for 2 days, and call quality summaries in Cloudflare's analytics for up to 3 months, no longer linked to the phone or to you. If the app is uninstalled, the phone's data is deleted after 395 days without contact.
Security
All connections are encrypted (HTTPS, WSS) and calls are end-to-end encrypted. We store only hashes of sign-in keys and purchase tokens, and of a linked Google account only its pseudonymous ID. The one exception is a sign-in for a family member's new device, which waits in full only until that device collects it, at most 6 minutes.
Your rights
You can ask for access to your data, its correction or deletion, restriction of processing and data portability, and you can object to processing based on our legitimate interest. Write to contact@biglauncher.com. You can also complain to a data protection authority; in the Czech Republic, the Office for Personal Data Protection (www.uoou.gov.cz).
Changes
When this policy changes, we publish the new version here with its new effective date.