Hello Refi Privacy Policy and Notice

Last updated and effective as of September 22, 2026

We reserve the right to amend this Privacy Policy at our discretion and at any time. When we make changes to this Notice, we will post the updated Notice on our website and update the Notice’s effective date.

Our Commitment to Your Privacy

Protecting your privacy is important to us. FI Connect, LLC dba Hello Refi (“Hello Refi”) maintains this Privacy Policy to help you understand our commitment to safeguard the privacy of your personal information. We want you to understand how we collect, use, disclose and protect your information received through our website, online services, third-party providers, lending partners, or through applications submitted by our customers (collectively, “Information Channels”).

This Privacy Policy describes:

How we safeguard your information.
How, what, and why we collect certain information about you.
How we use your information and with whom we share it.
How you can access and update this information.
The choices you can make about how we collect, use, and share your information.

Contact Us

If you have any questions regarding this Privacy Policy or our information collection and use practices, please contact us at:

Email: [email protected]
Phone: (866) 918-2898
Mail: 5680 Greenwood Plaza Blvd, Suite 400, Greenwood Village, CO. 80111

Safeguards

Hello Refi maintains industry safeguards, in accordance with applicable federal and state laws and regulations, to keep your personal information safe and secure. When we provide personal information to financial institutions, our affiliates, lending partners, or third-party service providers, we require that those parties agree to process and keep the information in compliance with applicable privacy laws. The use of your information by our business partners may be subject to that party’s own privacy notice. Unless we are permitted by law, we will not disclose the information we collect about you from consumer or credit reporting agencies without your consent.

For certain online features or services, such as those that may include personal information, we require the use of username/password and/or encryption technologies for the protection of your personal information. You are responsible for protecting your username, password, and other user account information from disclosure to third parties, and you are restricted from circumventing the use of required encryption technologies.

You agree to: (a) immediately notify us at [email protected] OR call us at (866) 918-2898 of any unauthorized use of your username, password, and/or user account information, and/or any other breach of security; and (b) make sure that you log out from your user account at the end of each session. While we may provide certain safeguards to protect your confidential information, we do not and cannot guarantee or warrant that any information transmitted through the Internet is secure, or that such transmissions are free from delay, interruption, interception or error.

Your Consent to this Privacy Notice

You consent to the collection and use of your information by Hello Refi in compliance with this Privacy Policy by submitting your personal information to Hello Refi, or by using our services, unless you inform us otherwise, as allowable by law. Your available information choices are set forth below.

Browsing Information

Like most online services, we collect standard technical information when you use our Services, including, but not limited to unique device identifiers, internet protocol (IP) addresses, browser types, internet service providers (ISPs), the number and duration of page visits and the number of clicks. We may use cookies, which are small pieces of data stored on your device which include an anonymous unique identifier, for session purposes. We may use tracking systems for certain systems, and we recognize Do Not Track requests from internet browsers or similar devices with regard to consumers, but not for Financial Institution employees acting within the scope of their employment.

Certain third-party providers which you choose to do business with may deploy tags or pixels on our websites to facilitate tracking, analytics and remarketing to you. As a result, these third-party tags may collect information about your interaction with our website, including but not limited to IP address and browsing activity. The data collection and processing practices of these third parties are governed by their privacy policies.

Types of Information We Collect and Sources

We may collect certain information from you, and third parties we engage may also collect such information for the purpose of administering and processing your transaction. We do not use your personal or sensitive information for additional purposes that are incompatible with the disclosed purpose for which the information was collected without providing you with notice. We do not retain your personal information longer than is reasonably necessary to complete these services.

Information we may collect about you may be sourced from the following:

Applications or other forms we receive from you or your authorized representative (such as name, address, employment information, income, and loan details)
Correspondence you or others send to us
Information such as account, loan numbers, payoff amounts, and lienholder details we receive through our Information Channels, including financial institutions, lending partners, and third-party providers
Information from consumer and/or other credit reporting agencies and public records maintained by government entities that we obtain directly from those entities, including your credit worthiness and credit history
Information we receive from AI-powered voice, SMS, and chat agents, including call recordings, transcripts, and interaction summaries
Information from other sources, as permitted by applicable laws and regulations

We do not share your personal information with third parties other than as set forth in this Privacy Policy.

Sensitive Information

We may collect certain sensitive information from you solely for the purpose of administering and processing your transaction, verifying your identity, preventing fraud, or to verify a request from you under applicable privacy laws. Hello Refi has collected sensitive personal information in the following categories within the last 12 months:

Social Security Number
Driver’s License
State identification
Date of Birth
Financial account information and payoff details
Call recordings and voice interaction transcripts

Hello Refi does not collect or process sensitive personal information with the purpose of inferring characteristics about a consumer, nor use or disclose sensitive personal information to service providers, contractors or third parties other than to perform the services for which it was obtained. We do not sell or share your sensitive personal information.

Use of Collected Information

The information we collect from you is used for one or more of the following business purposes:

To provide products and services to you or any financial institution, credit union, or other third party who is obtaining services on your behalf, or in connection with a transaction involving you
To communicate with you regarding your transaction, application, or our products and services
To improve our products and services
To personalize your user experience regarding our information channels
To verify your identity or determine your creditworthiness
To detect, prevent, and respond to fraud, misrepresentation, and security incidents
To respond to law enforcement requests, court orders, or governmental regulations

Hello Refi has collected consumer personal information for these business purposes within the last 12 months.

When Information is Disclosed

We are permitted by law to disclose your personal information to various companies and individuals, without obtaining your permission. Certain laws do not allow you to restrict these disclosures. In the section below entitled, “Your Information Choices,” we share with you how you may limit certain disclosures of your personal information.

We may disclose personal information to service providers and unaffiliated third parties for business purposes, and to government agencies and regulatory authorities. Hello Refi does not share or sell your personal information to any entity.

When we disclose personal information to a service provider or third party for a business purpose, we enter a contract that describes the purpose and requires the recipient to both keep that personal information confidential and not use it for any purpose except performing the services required. We disclose personal information for business purposes to the following categories:

Our affiliates
Lending partners, credit unions, banks, finance companies, and other financial institutions
Service providers, such as business process outsourcers, customer support, AI vendors, and technology providers
Credit reporting agencies and fraud prevention vendors
Governmental agencies and regulatory authorities

Hello Refi has disclosed consumer personal information with these entities within the last 12 months for business purposes noted herein.

AI-Powered Voice, SMS, and Chat Tools

Hello Refi may use AI-powered voice agents, SMS agents, chat tools, or other automated systems to assist with customer support, refinance inquiries, application intake, and related services. When you interact with these tools, we may collect and retain the contents of your communications, including call recordings, transcripts, summaries, and related metadata for the purpose of responding to your inquiry, improving customer service, monitoring quality, and detecting fraud.

Hello Refi does not use AI agents to make final credit decisions. Final credit decisions are made by Hello Refi personnel or applicable lending partners. We may use automated tools or systems to support operational and customer-service functions, consistent with applicable law and this Privacy Policy.

We do not permit AI vendors to use your personal information to train their own general-purpose models.

For complex, sensitive, or legally significant matters, you may request assistance from a human representative by contacting us using the information in the Contact Us section above.

Your Information Choices

We may use and disclose personal information as described in this Privacy Policy and as permitted by applicable law. Some uses and disclosures are necessary for us to provide products and services, operate our business, comply with legal requirements, and protect against fraud or security risks. These uses and disclosures generally cannot be limited by you.

Uses and Disclosures You Cannot Limit

Hello Refi may use or disclose your personal information for the following purposes, which you generally may not limit:

For our everyday business purposes, such as processing or servicing your transactions, verifying your identity, evaluating or underwriting your application, maintaining your account or records, responding to court orders, subpoenas, law enforcement, regulators, or other governmental authorities, and reporting to credit bureaus.
For our own marketing purposes, to offer our products or services to you, subject to applicable law.
For our affiliates’ everyday business purposes, we may share information about your transactions and experiences with us. For example, we may share information with our affiliates to support business operations, customer service, compliance, fraud prevention, reporting, or other internal business purposes.

Uses and Disclosures We Do Not Make

Hello Refi does not use or disclose your personal information for the following purposes:

For our affiliates’ everyday business purposes involving creditworthiness information. We do not share information about your creditworthiness with our affiliates for their everyday business purposes.
For joint marketing with nonaffiliated financial companies. We do not share your personal information with nonaffiliated financial companies for joint marketing purposes.
For affiliates or nonaffiliates to market to you. We do not share your personal information with our affiliates or nonaffiliated third parties for their own marketing purposes.

We may still disclose personal information to affiliates, service providers, lending partners, financial institutions, credit reporting agencies, fraud prevention vendors, governmental agencies, and other parties where permitted by law, including to process, service, administer, or complete a transaction requested or authorized by you; verify your identity or creditworthiness; prevent fraud; comply with legal obligations; or support our business operations.

Updates and Corrections

If you wish to correct or update your personal information in our possession, you may do so by using the methods provided under the “Contact Us” section specified at the beginning of this Privacy Policy.

Data Retention

Our retention periods are based upon business needs and legal requirements. We retain information for as long as is necessary for the purpose(s) for which the information was collected, and any other permissible related purpose. This includes retaining information to comply with legal, licensing, regulatory, audit, tax, accounting, and reporting obligations, resolve disputes, prevent fraud, and protect security.

California Privacy Policy and Notice at Collection

This section of the Privacy Policy and Notice applies to California residents under the California Consumer Privacy Act of 2018, as amended by the California Privacy Rights Act (“CCPA”), which gives California residents certain rights over their personal information as detailed below.

Right to Know

You have the right to request information about the personal information Hello Refi collects about you, how it is used or shared. If we receive a verified request, you have not made this request more than twice in a 12-month period, and the information is subject to the CCPA, we will disclose to you:

The categories of personal information we collected about you in the last 12 months.
The categories of sources from which your personal information was collected.
Our business or commercial purpose for collecting, using or disclosing your personal information.
The categories of personal information disclosed about you within the last 12 months for a business purpose.
The categories of third parties with whom we disclose your personal information in the last 12 months.
The specific pieces of personal information we collected about you (also called a data portability request).

Sale or Sharing of Personal Information

Hello Refi does not sell personal information for monetary consideration. However, we may use certain cookies, pixels, tags, analytics tools, or similar technologies that may constitute a “sale” or “sharing” of personal information under the CCPA, including where information is used for cross-context behavioral advertising.

California residents have the right to opt out of the sale or sharing of personal information. To exercise this right, please use our “Do Not Sell or Share My Personal Information” link or contact us using the information in the “Contact Us” section above.

We also process opt-out preference signals, such as Global Privacy Control, where required by applicable law. We will not provide you with specific pieces of personal information if the disclosure creates a substantial, articulable, and unreasonable risk to the security of the personal information, your account with us, or the security of our systems or networks.

Information We Collect

Information that Hello Refi may collect includes, but is not limited to, the following categories of personal information or sensitive information within the last 12 months:

Category	Examples	Collected
A. Identifiers.	A real name, date of birth, alias, postal address, unique personal identifier, online identifier, Internet Protocol address, email address, account name, Social Security number, driver’s license number, passport number, or other similar identifiers.	Yes
B. Personal information categories listed in the California Customer Records statute (Cal. Civ. Code § 1798.80(e)).	A name, signature, Social Security number, physical characteristics or description, address, telephone number, passport number, driver’s license or state identification card number, insurance policy number, education, employment history, bank account number, credit card number, debit card number, or any other financial information, medical information, or health insurance information.	Yes
C. Protected classification characteristics under California or federal law.	Age (40 years or older), race, color, ancestry, national origin, citizenship, religion or creed, marital status, medical condition, physical or mental disability, sex (including gender, gender identity, gender expression, pregnancy or childbirth and related medical conditions), sexual orientation, veteran or military status, genetic information (including familial genetic information).	Yes
D. Commercial information.	Records of personal property, products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies.	Yes
E. Biometric information.	Genetic, physiological, behavioral, and biological characteristics, or activity patterns used to extract a template or other identifier or identifying information, such as neural data, fingerprints, faceprints, and voiceprints, iris or retina scans, keystroke, gait, or other physical patterns, and sleep, health, or exercise data.	No
F. Internet or other similar network activity.	Browsing history, search history, information on a consumer’s interaction with a website, application, or advertisement.	Yes
G. Geolocation data.	Physical location or movements.	Yes
H. Sensory data.	Audio, electronic, visual, thermal, olfactory, or similar information.	Yes
I. Professional or employment-related information.	Current or past job history or performance evaluations. Information collected about you through your employment application or employment with us.	Yes
J. Non-public education information (per the Family Educational Rights and Privacy Act (20 U.S.C. Section 1232g, 34 C.F.R. Part 99)).	Performance management information such as employment status (full-time or part-time, regular or temporary), work schedule, job assignments, hours worked, accomplishments and awards, training and development, performance evaluation, employment termination.	Yes
K. Inferences drawn from other personal information.	Profile reflecting a person’s preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.	Yes
L. Sensitive personal information	Personal information that reveals a person’s social security, driver’s license, state identification card, passport number; an account log-in, financial account, debit card, or credit card number in combination with any required security or access code, password, or credentials allowing access to an account; precise geolocation; racial or ethnic origin, religious or philosophical beliefs, or union membership; the contents of a consumer’s mail, email, and text messages unless the business is the intended recipient of the communication; a person’s genetic data; and/or biometric data processed for the purpose of uniquely identifying a person.	Yes

Sources of Personal or Sensitive Information

We obtain the categories of personal information listed above from the following categories of sources:

Directly from you or your agents to provide you with services you have requested.
Indirectly from lending partners, credit reporting agencies, and financial institutions.
Directly and indirectly from activity on our systems and/or websites. For example, from submissions through our website portals or website usage details collected automatically.
From third-parties that interact with us in connection with the services we perform.

Business Purpose for Disclosing Personal or Sensitive Information

Disclosure of your personal information may have been made in the preceding 12 months to these categories of our affiliates, lending partners, and non-affiliated third parties for a business purpose, unless otherwise restricted by applicable law:

To third parties to provide you with services you have requested, and to enable us to detect or prevent fraud, misrepresentation, or criminal activity.
To contracted third parties that provide services on our behalf and use the information only in connection with such services.
To law enforcement or other government authorities in connection with an investigation, civil or criminal subpoena, or court order.
To other third parties with whom you have given us written, including electronic authorization to disclose your personal information.
To lending partners and financial institutions for underwriting, credit decisions, loan servicing, or related purposes.
To investigate potential unauthorized use of our Information Channel.
To share and use, for any purpose, the personal information if it is in an aggregated, anonymized form, so that you are not identified (collectively, “De-Identified Data”).
In connection with a sale, transfer or other disposition of all or part of Hello Refi’s business/assets, or in the event of bankruptcy, reorganization, receivership, insolvency, or assignment for the benefit of creditors.
For any purpose disclosed by us to you when you provide the information, and as directed by you, or with your permission.

In the preceding twelve (12) months, we have disclosed the following categories of personal information for a business purpose:

Category A: Identifiers
Category B: California Customer Records personal information categories
Category D: Commercial information
Category F: Internet or network activity
Category G: Geolocation data
Category H: Sensory information
Category I: Professional or employment-related information
Category L: Sensitive personal information

Right to Delete

You have the right to request that we delete personal information collected from you, subject to certain exceptions. Once we receive a verified consumer request, we will erase your personal information from our records, unless an exception applies, or if we have de-identified or aggregated the personal information.

There may be instances where applicable law and regulatory requirements allow or require us to retain personal information. We may deny a deletion request if it is necessary for us or our service providers to maintain your personal information for any of the reasons set forth in the CCPA.

Most of the personal information Hello Refi obtains is subject to the CCPA exemptions for personal information subject to the Gramm-Leach-Bliley Act (“GLBA”) and the Fair Credit Reporting Act (“FCRA”).

Right to Opt-Out

You have the right to opt-out of the sale or sharing of your personal information. Hello Refi does not “sell” or “share” consumer personal information as defined under the CCPA.

Right to Non-Discrimination

We will not discriminate against you for exercising any of your rights in this Privacy Policy and under applicable laws.

Right to Correct

You have the right to request that we correct inaccurate personal information. To update or correct your personal information in our possession, please refer to the “Contact Us” section at the beginning of this Privacy Policy.

Right to Limit

Hello Refi does not use or disclose sensitive personal information for purposes other than those expressed herein or otherwise permitted by applicable law.

Exercising Your Rights

To exercise your rights for personal information that we collect, use and process for our business purposes, please submit a verifiable consumer request to us. You may only make a verifiable consumer request for access or data portability twice within a 12-month period.

A verifiable consumer request must:

Provide enough information that allows us to reasonably verify you are the person about whom we collected personal information or an authorized representative; and
Describe your request with enough detail that allows us to properly understand, evaluate, and respond to it.

You may submit your request using any of these following methods:

By email: [email protected]
By toll free number: (877) HELLO-14
By mail: 5680 Greenwood Plaza Blvd, Suite 400, Greenwood Village, CO. 80111

Consumers with disabilities may contact us using any of the contact information provided above to receive this notice in an accessible format.

When using an Authorized Agent

You may designate an authorized agent to make a request under the CCPA on your behalf. You will need to provide the authorized agent written permission to make requests on your behalf, and the agent will need to verify their own identity. We may deny a request from an agent that does not submit proof that they have been authorized by you to act on your behalf.

Other State Privacy Rights

Residents of other states may have additional privacy rights under applicable state privacy laws, including Colorado, Connecticut, Virginia, Texas, Oregon, Montana, Minnesota, and others. These rights may include the ability to access, correct, delete, or port your personal information, and to opt-out of targeted advertising or certain data sales. Most of this personal information is subject to exemptions under GLBA and FCRA. For information on exercising these rights, please contact us using the information in the Contact Us section above.

Information From Children

We do not intentionally collect information from children who are under the age of 16, and neither our website nor our services are directed to children under the age of 16.