Privacy Policy

Raystead, operated by DLRF, Inc. ("Raystead," "we," "us," or "our"), operates raystead.com and the services described on it, including all related information, content, features, tools, products and services (the "Services"). This Privacy Policy describes how we collect, use, and disclose your personal information when you visit or use the Services, subscribe, or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described here.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified so that it cannot identify or be reasonably linked to you. Depending on how you interact with the Services, where you live, and as permitted or required by applicable law, we may collect or process the following categories of personal information, including inferences drawn from it:

• Contact details including your name, business name, address, phone number, and email address.
• Financial information including payment card information, financial account information, transaction details, form of payment, and payment confirmations.
• Account information including your username, password, preferences and settings.
• Subscription and transaction information including the services you subscribe to, your billing history, and appointments booked through the Services.
• Communications with us including phone calls, text messages, website chat conversations, emails, and customer support inquiries (see "Calls, texts, and chat conversations" below).
• Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
• Usage information including how and when you interact with or navigate the Services.

Calls, Texts, and Chat Conversations

When you call, text, or chat with us — including through our phone numbers and the chat feature on our website — you may be speaking with our AI-powered assistant, which introduces itself as our digital front desk. By continuing a call or conversation, you consent to it being recorded, transcribed, saved, and processed, including by the AI technology and service providers we use to operate the Services. We use these conversations to respond to you, book appointments, provide and improve the Services, train and supervise the quality of our assistant's responses, and keep a record of what was said. Please do not share sensitive personal information (such as health, government ID, or full payment card numbers) in chat or text conversations.

Information We Process for Our Clients

Raystead provides its Digital Front Desk service to client businesses. When we answer calls, texts, and chats on a client's behalf, we process personal information about that client's customers and leads — such as names, contact details, conversation content, and appointment details — as a service provider acting on the client's instructions. The client business you contacted is responsible for its own privacy practices regarding that information. If you contacted a business that uses our service and you wish to exercise privacy rights over information from that interaction, please direct your request to that business; we assist our clients in honoring such requests.

Personal Information Sources

We may collect personal information from the following sources:

• Directly from you including when you create an account, visit or use the Services, call, text, or chat with us, or otherwise provide us with your personal information;
• Automatically through the Services including from your device when you use the Services or visit our website, and through the use of cookies and similar technologies;
• From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
• From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

• Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, process your payments, create, maintain and manage your account and subscription, answer and respond to communications, book and manage appointments, remember your preferences, send notifications related to your account, and to better tailor and improve the Services.
• Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for our services, in accordance with applicable law and the consent practices described in this policy.
• Security and Fraud Prevention. We use your personal information to authenticate your account, provide a secure experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and secure our Services. If you register an account, you are responsible for keeping your account credentials safe. We recommend that you do not share your username, password or other access details with anyone else.
• Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you, and to maintain our business relationship with you.
• Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.
• Non-Sharing. No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service, is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

• With vendors and other third parties who perform services on our behalf (e.g. IT management, website and application hosting, telephone and messaging carriers, AI and transcription technology, payment processing, data analytics, customer support, and cloud storage).
• With business and marketing partners to provide marketing services and advertise to us or on our behalf. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity, and you can exercise your rights to opt out of those.
• When you direct, request or otherwise consent to our disclosure of certain information to third parties.
• With our affiliates or otherwise within our corporate group.
• In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including responding to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on them. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted. As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

• Right to Access / Know. You may have a right to request access to personal information that we hold about you.
• Right to Delete. You may have a right to request that we delete personal information we maintain about you.
• Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
• Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
• Right to Opt out of Sale or Sharing for Targeted Advertising. Depending on where you reside, you may have a right to opt out of the "sale" or "share" of your personal information or to opt out of the processing of your personal information for purposes considered to be "targeted advertising", as defined in applicable privacy laws, and you can exercise your rights to opt out of those uses. Please note that if you visit our website with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will automatically treat this as a request to opt out for the device and browser that you use to visit the website. To learn more about Global Privacy Control, you can visit https://globalprivacycontrol.org/. Other than the Global Privacy Control, we do not recognize other "Do Not Track" signals that may be sent from your web browser or device.
• Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. To stop receiving text messages from us, reply STOP to any message. If you opt out, we may still send you non-promotional communications, such as those about your account.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law. If your request concerns information we process on behalf of one of our client businesses, see "Information We Process for Our Clients" above.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please email us at hello@raystead.com or call 877-540-6002.

Raystead (operated by DLRF, Inc.) · raystead.com