Privacy
How privacy works at Neuro Support.
What Jamie holds today, what he can and can't see, and who can see what on a Support Seat. For clients, family members, support coordinators, NASCs and funders. If you'd rather read a one-page funder summary, see the funder page.
The rule
What's yours stays yours.
Everything else on this page starts here.
What you share with Jamie is held in confidence. He doesn't pass it on without your consent, except in the few cases set out under Honest limits below. He doesn't sell it, and he only uses it to support you.
What Neuro Support holds
Outside a seat, it's a short list.
For Discovery Calls and Support Sessions, what Jamie holds about you is small. A Support Seat has its own section, further down.
- Discovery Calls. Free, 15 minutes, online.
- Bookings. The booking page asks for your name, your email, and a line on what you'd like to work on. Every booking is a request Jamie confirms by email.
- The waitlist, if you joined it. Your email, plus a name and a line about what you were hoping for if you chose to add them. It's used only to tell you about a seat and how things are coming along. Email Jamie and he'll take you off.
- Joining. Your name, the email of your Google account, and anything you choose to add. It's used only to set up your seat and to write to you about it. Email Jamie and he'll remove it.
- Support Sessions. Jamie keeps what he needs to support you and to invoice you: who you are, when you met, and how long for.
- Invoices. Your name, the session dates, the hours and the rate. What you talked about doesn't go on an invoice.
Sort yourself out
We don't keep what you say.
Sort yourself out is free, and you don't need an account. Here's what happens to what you say and type.
- We never keep what you say. Not as audio and not as words. We keep no transcript and no recording. It does pass through the companies named below, and one of them, Anthropic, holds it for a short time.
- Your answers stay in your browser. The answers you give to its questions live on your own device. We don't have a copy. You can clear them any time in your browser's settings.
- We only get your answers if you ask us for something. That means one of three things: your results emailed to you, “Stay sorted”, or the free call. Before anything is sent, a short notice says what we'd keep, why, for how long, and how to have it deleted. To ask, email Jamie. We delete what we hold the same day.
- We always keep counts. How many sort-outs were started, how many were finished, and how many people tapped “Stay sorted”. Those numbers have no answers and no names in them.
- Where you live. It asks for your country and region, and nothing finer. Your connection can suggest the country. You confirm it, and we don't store the suggestion. What you confirm is an answer like any other: it stays in your browser.
- The voice has a daily limit. To keep it fair, we count the seconds each visitor talks in a day. To tell visitors apart for that day, we use a code made from your connection's address and the date. We don't keep the address itself, and the code is different every day, so it can't link one day to the next. What we count is a number, never what you said.
On the way to a reply, what you say and type passes through three companies. They're listed under who else touches your information, with what each one does. It may be handled outside New Zealand.
The voice guide
The voice guide is Kate, who shows you round this site. You don't need an account. Here's what happens to what you say and type.
- We never keep what you say. Not as audio and not as words. We keep no transcript and no recording, and each clip of Kate's voice is deleted from our ElevenLabs account as soon as it's made.
- It passes through three companies. If you talk, Deepgram turns your speech into words. Anthropic's Claude writes Kate's reply from what you said. ElevenLabs turns her reply into her voice.
- ElevenLabs gets her words, never your voice. Kate sometimes says your own words back to you, so those words can reach ElevenLabs inside her reply.
- ElevenLabs may hold on to them. It can keep logs for debugging and moderation, and it doesn't say for how long. Its option to keep nothing is for its biggest customers, and we're not one of them. We've switched off the setting that lets it train on what we send.
- So keep the private stuff out of it. The guide is for finding out about Neuro Support. If there's something private you want to talk about, email Jamie or book the free call.
- The voice has a daily limit. It works the same way as Sort yourself out: a number for the day, never what you said.
In a Support Session
Jamie sees what you show him. Nothing else.
In person or online, Jamie only sees what you choose to show him or tell him. If you put something on screen, he sees it while it's there.
He can't see into your phone, your email or your accounts. He won't ask for your passwords.
If you want help with something private, you decide how much to share. You can stop at any point, and you don't have to say why.
On a Support Seat
We don't read your chats.
Your Agent on a Support Seat lives on Neuro Support's Claude account, under Anthropic's privacy terms. Neuro Support isn't connected to Anthropic. We're a customer, like anyone else. We don't read your chats. Claude lets the account owner download a copy of everything. That's Jamie, and he doesn't. The only thing that could make him is the law, and if it ever did, he'd tell you, unless the law stopped him. Your chats stay on the seat. You can download your own chats from claude.ai on a computer before you go, and when you leave, we ask Anthropic to delete them before the seat goes to anyone else. Your files and data are yours: they live in your own Google account, so they leave with you. You read and sign a page that says all this before you start.
Who else touches your information
- Anthropic runs Claude, the model your Agent thinks with. On a Support Seat, your chats sit on Neuro Support's Claude account, as above. In Sort yourself out and the voice guide, Claude writes the replies from what you type or say. Neuro Support keeps none of it. Anthropic holds what it's sent for a short time under its own terms, then deletes it. Its terms for businesses say it doesn't train on it. If its safety checks flag a conversation, it may keep that one longer.
- Cloudflare runs this website and the booking page, and the server behind Sort yourself out and the voice guide. It also holds the counts, and the answers of anyone who asked us to keep them.
- Deepgram makes the voice work. It turns your speech into words and, in Sort yourself out, the reply into speech. On the voice guide it only speaks if Kate can't. Its models run on Cloudflare's own servers, so there's no separate account. Neuro Support keeps none of it.
- ElevenLabs is Kate's voice on the voice guide. It turns her replies into speech, and those replies can include your own words. It stores what it holds in the United States, under its own terms, and may keep logs of it. It never gets anything from a Support Seat.
- Google (Workspace) runs Neuro Support's email. It holds whatever you email to jamie@neurosupport.co.nz, for as long as the email is kept.
- Xero holds your invoices: your name, the dates, the hours and the rate, never what you talked about.
- Bookings run through our own booking page.
Honest limits
What we don't claim, even though it would be nice to.
- Confidentiality has limits. If the law requires it, Jamie may have to share information. He'll tell you, unless the law stops him.
- We don't promise absolute privacy. Email, calendars and video calls all run on other companies' services. Anyone who promises absolute privacy on top of that is either confused or misleading you.
When you're working on someone's behalf
Your access goes through the client, not around them.
If you're a funder, NASC or support coordinator working with a Neuro Support client, here's what to know.
The client owns their information. You don't get automatic access to it. Sharing is the client's choice.
The client can say yes or no at any time. Consent is specific and can be taken back.
For funded support, invoicing and scope, see the funder page. Anything that needs client-specific information goes through the client first.
If you have a privacy concern about a Neuro Support client, the right first step is usually a conversation with the client. If that isn't possible, email Jamie directly.
Leaving
You can stop any time.
There's no exit fee and no notice period. If you want to come back later, that's fine.
You can ask Jamie what he holds about you, and ask for it to be corrected. That's your right under New Zealand's Privacy Act 2020. You can also ask for it to be deleted. Invoices are the exception: a business has to keep its financial records for a set time.
This page changes
What you're reading is how it works today.
This page gets updated when anything here changes. The date below is the date to trust.
If you have a privacy question that isn't answered here, email Jamie. Privacy questions get a personal reply, usually within two business days.
If you have a concern that needs to go beyond Jamie, the Office of the Privacy Commissioner looks after New Zealand privacy law.
Last updated: 3 November 2026
Questions?
Ask Jamie directly.
Privacy questions get a personal reply. The Discovery Call is a good place to ask them out loud.