Privacy Policy

1. Introduction

Aloxi ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered phone receptionist service ("Service"). By using the Service, you consent to the practices described in this Policy.

This Policy applies to information we collect through the Service, our website, and any related services or communications.

2. Information We Collect

2.1 Information You Provide

We collect information you directly provide when you:

• Register for an account: Name, email address, phone number, business name, business address, industry
• Configure the Service: Business hours, services offered, staff information, custom greetings, AI knowledge base
• Make payments: Billing information, payment card details (processed by third-party payment processors)
• Contact us: Name, email, phone number, message content
• Integrate third-party services: Calendar data, customer relationship management (CRM) data, authentication credentials

2.2 Information from Your Customers

When your customers interact with the Service, we collect:

• Call data: Phone numbers, call duration, call time, call recordings
• Conversation data: Voice recordings, transcriptions, customer inquiries and responses
• Appointment data: Names, contact information, appointment times, service requests
• Interaction metadata: Timestamps, call outcomes, customer preferences

2.3 Automatically Collected Information

We automatically collect:

• Usage data: Features used, time spent, interaction patterns, error logs
• Device information: IP address, browser type, operating system, device identifiers
• Location data: General geographic location based on IP address
• Cookies and tracking: Session data, preferences, analytics information

2.4 Information from Third Parties

We may receive information from:

• Authentication providers (Microsoft)
• Calendar services (Microsoft Outlook)
• Payment processors (Stripe)
• Analytics providers
• Marketing and advertising partners

3. How We Use Your Information

We use collected information to:

3.1 Provide and Improve the Service

• Operate and maintain the AI receptionist service
• Answer calls and route them appropriately
• Schedule, modify, and cancel appointments
• Process payments and manage billing
• Provide customer support and respond to inquiries
• Train and improve our AI models and algorithms
• Develop new features and enhance user experience
• Monitor and analyze usage patterns and trends

3.2 Communication

• Send transactional emails (confirmations, invoices, notifications)
• Provide technical support and service updates
• Send marketing communications via email only, where permitted and with your consent
• Respond to your requests and questions

3.3 Security and Compliance

• Prevent fraud and unauthorized access
• Ensure compliance with legal obligations
• Enforce our Terms of Service
• Protect our rights, property, and safety
• Resolve disputes and investigate violations

3.4 Analytics and Research

• Analyze aggregate usage statistics
• Conduct market research
• Create anonymized datasets for research
• Generate industry benchmarks and insights

3.5 SMS Messaging & AI-Assisted Verbal Consent

When an end-user calls a business that uses the Service, our AI-powered receptionist may request permission to send SMS messages related to that interaction.

Before any SMS message is sent, the AI assistant explicitly asks for the caller's consent using a standardized verbal disclosure similar to:

"I can send an appointment confirmation and reminder text to this phone number. Message and data rates may apply. Is that okay?"

• SMS messages are only sent after the caller provides an affirmative verbal response (such as "Yes" or "That's fine").
• If consent is not provided, no SMS messages are sent.

SMS messages sent through the Service are transactional and service-related only, such as appointment confirmations, reminders, cancellations, or updates. We do not send marketing or promotional SMS messages.

Consent events are logged with a timestamp, phone number, and associated business identifier for compliance and audit purposes.

If an end-user initiates contact by sending an inbound SMS to a business phone number, this is treated as consent to receive a response related to that inquiry. All SMS messages include instructions on how to opt out.

4. How We Share Your Information

We do not sell your personal information. We may share information in the following circumstances:

4.1 Service Providers

We share information with third-party vendors who perform services on our behalf:

• Cloud hosting providers (AWS, Google Cloud)
• Payment processors (Stripe)
• AI and speech recognition providers
• Analytics providers (Google Analytics)
• Customer support tools
• Email service providers

These providers are contractually obligated to protect your information and use it only for specified purposes.

4.2 Business Transfers

If we are involved in a merger, acquisition, sale of assets, bankruptcy, or reorganization, your information may be transferred as part of that transaction.

4.3 Legal Requirements

We may disclose information when required by law or to:

• Comply with legal processes (subpoenas, court orders)
• Respond to government requests
• Enforce our Terms of Service
• Protect our rights, property, and safety
• Prevent fraud or illegal activity
• Protect the safety of our users and the public

4.4 With Your Consent

We may share information with third parties when you explicitly consent or direct us to do so.

4.5 Aggregated and Anonymized Data

We may share aggregated, de-identified, or anonymized data that cannot reasonably be used to identify you for research, marketing, or other purposes.

4.6 SMS Data Restrictions

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.

All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

5. Data Retention

We retain your information for as long as necessary to provide the Service and fulfill the purposes described in this Policy:

• Account data: Retained while your account is active, plus 90 days after deletion
• Call recordings and transcripts: Retained for up to 2 years or as configured in your account settings
• Billing records: Retained for 7 years for tax and accounting purposes
• Usage logs: Retained for up to 1 year
• Marketing data: Retained until you opt-out or request deletion

We may retain some information for longer periods if required by law or for legitimate business purposes.

6. Data Security

We implement industry-standard security measures to protect your information:

• Encryption in transit (TLS/SSL) and at rest (AES-256)
• Secure cloud infrastructure with regular security audits
• Access controls and authentication requirements
• Regular security training for employees
• Network monitoring and intrusion detection
• Incident response and breach notification procedures

However, no system is completely secure. We cannot guarantee absolute security, and you use the Service at your own risk.

7. Your Privacy Rights

Depending on your location, you may have the following rights:

7.1 Access and Portability

You can request a copy of your personal information. We will provide it in a structured, commonly used format.

7.2 Correction

You can update inaccurate information through your account settings or by contacting us.

7.3 Deletion

You can request deletion of your personal information. We will comply unless we have a legal obligation to retain it.

7.4 Opt-Out of Marketing

You can unsubscribe from marketing emails by clicking the unsubscribe link or contacting us at support@aloxi.ai.

7.5 Restrict Processing

You can request that we limit how we use your information.

7.6 Object to Processing

You can object to certain uses of your information, such as direct marketing or profiling.

7.7 Withdraw Consent

Where we rely on consent, you can withdraw it at any time.

To exercise these rights, contact us at support@aloxi.ai. We will respond within 30 days.

8. State-Specific Privacy Rights

8.1 California Residents (CCPA/CPRA)

California residents have additional rights under the California Consumer Privacy Act (CCPA):

• Right to know what personal information is collected, used, and shared
• Right to delete personal information
• Right to opt-out of the "sale" of personal information (we do not sell personal information)
• Right to non-discrimination for exercising privacy rights
• Right to correct inaccurate personal information
• Right to limit use of sensitive personal information

8.2 Virginia, Colorado, Connecticut, and Utah Residents

Residents of these states have rights similar to CCPA, including rights to access, delete, correct, and opt-out of targeted advertising and profiling.

8.3 Nevada Residents

Nevada residents can opt-out of the sale of personal information. We do not currently sell personal information.

9. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence, including the United States. These countries may have different data protection laws.

When we transfer data internationally, we use appropriate safeguards such as:

• Standard Contractual Clauses approved by the European Commission
• Adequacy decisions by regulatory authorities
• Other approved transfer mechanisms

10. Children's Privacy

The Service is not intended for children under 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, contact us immediately at support@aloxi.ai and we will delete it.

11. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to:

• Essential cookies: Enable core functionality (authentication, security)
• Performance cookies: Analyze usage and improve the Service
• Functional cookies: Remember your preferences
• Analytics cookies: Understand how you use the Service (Google Analytics)

You can control cookies through your browser settings. Disabling cookies may affect Service functionality.

12. Third-Party Links and Services

The Service may contain links to third-party websites or integrate with third-party services. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies.

13. Do Not Track Signals

Some browsers transmit "Do Not Track" signals. We currently do not respond to these signals, as there is no industry standard for how to respond.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by:

• Posting the updated Policy on our website
• Updating the "Last Updated" date
• Sending an email notification (for significant changes)

Your continued use of the Service after changes become effective constitutes acceptance of the updated Policy.

15. SMS Messaging Program & Mobile Consent

By providing your mobile phone number and opting in, you consent to receive automated SMS text messages from Aloxi or the business you contacted. These messages are strictly transactional and may include appointment confirmations, appointment reminders, service updates, and other customer care communications.

You may opt in to receive SMS messages through one of the following methods:

• Texting a designated keyword such as "START" to our business number
• Checking an SMS consent box on a website booking form
• Providing verbal consent during a call and confirming via follow-up SMS when required

Message frequency varies depending on your interactions and scheduled appointments. Message and data rates may apply.

You may opt out of receiving SMS messages at any time by replying STOP. After you send STOP, you will receive a confirmation message and will no longer receive SMS messages unless you opt in again.

For assistance, reply HELP or contact us at support@aloxi.ai.

Consent to receive SMS messages is not a condition of purchase.

We do not sell, rent, or share mobile opt-in data (including phone numbers, consent records, or messaging history) with third parties for marketing purposes. SMS consent data is used solely for delivering the requested messaging services and maintaining compliance records.

16. Contact Us

For questions about this Privacy Policy or to exercise your privacy rights, contact us at: