سياسة الخصوصية

Businesses (our customers) use Lunessa to answer phone calls, text messages and website chats, book appointments and follow up with leads. We handle personal information in two roles:

• For our customers and the visitors to our website, Lunessa decides how information is used, as described in this policy.
• For people who call, text, chat or book with one of our customers, we process information on that business's behalf and follow its instructions. The business is responsible for that information, and its own privacy notice applies. Please send requests about it to the business; we will help it respond.

From Lunessa customers:

• Account details: your e-mail address and password, or the name and e-mail address shared by a sign-in provider you choose.
• Business details you enter during setup, such as your business name, contact phone and e-mail, address, website, opening hours, services, booking rules and instructions for your receptionist.
• Billing details: your plan, billing cycle and payment status. Card details are entered on our payment processor's secure page and are never stored by Lunessa.
• Verification details needed to confirm your phone number or register a business phone number. Registration documents are sent directly to our telephony provider; we keep only the reference and status.
• The customer records you keep in Lunessa, such as leads, contacts, appointments, notes and conversations, and your AI Consultant conversations and reports.
• Messages you send us, for example through our contact form or an affiliate application.

From people who contact a business that uses Lunessa:

• Your phone number and the time, length and outcome of your call.
• A written transcript and short summary of the call, where available, and any action taken, such as booking, changing or cancelling an appointment or asking the team to call you back.
• The content of your text messages and website chats (and WhatsApp messages, where a business has enabled them), and whether you have opted out of texts.
• Your appointment details and, if you choose to share it, your approximate location for arrival tracking (see below).

From everyone who uses our website: basic technical information, such as your IP address, browser type and the pages you visit, collected through cookies and analytics.

When Lunessa answers a call, the caller's voice is streamed to our voice and AI providers so the AI receptionist can understand the caller and speak its replies. Lunessa saves the call details and may save a written transcript and summary of the conversation. Lunessa does not make or keep audio recordings of calls, and call recording is switched off with our telephony provider.

Text messages, website chats and AI Consultant conversations are also processed by AI providers to write replies. Depending on how a business sets Lunessa up, the AI receptionist can take actions on its own, such as booking or moving an appointment. Businesses can review these conversations and actions in their account.

A business can also use Lunessa's AI agents to write outreach e-mails for its approval, to sort the replies it receives, and to write reports and suggestions from its own records. This means outreach e-mails, replies to them and the business's records are processed by AI providers for that purpose. To give later work context, the agents keep short notes and summaries, for example a summary of a call or of a reply. These are stored in that business's account and the business can delete them.

Our voice and AI providers process call audio and conversation text to deliver the service, and they may retain it under their own terms and policies. In particular, the provider that produces the receptionist's voice may keep copies of the replies it generates (the receptionist's speech and its text, not the caller's voice). We do not use conversations or customer records to train Lunessa's own AI models.

Some businesses send their customers a private link to follow their appointment and share their expected arrival. Sharing your location is optional and only happens if you allow it in your browser. We keep only your latest approximate location, never a route history, and use it to estimate your travel time. It is deleted once the business marks the visit as completed, cancelled or missed. Tracking links stop working 24 hours after the appointment ends.

Lunessa helps businesses find potential clients using publicly available business information, such as a company's name, address, website, phone number and category, and work e-mail addresses published for a company's website, obtained from business-data providers. Outreach e-mails sent through Lunessa, and the replies to them, whether the business records them or Lunessa receives them directly, are kept in that business's account. Replies are read by AI to sort them, for example as interested, not interested or a request to stop, and to suggest a next step to the business.

Outreach e-mails drafted by Lunessa include opt-out instructions. When the sending business records your unsubscribe request, Lunessa blocks further outreach e-mails to you from that business. Where Lunessa receives your reply directly, it does this automatically, and it also blocks further outreach e-mails after a permanent delivery failure or a spam complaint. You can also write to support@lunessa.io for help with an opt-out.

• To provide Lunessa: answer calls and messages for businesses, book appointments, send the confirmations, reminders and updates a business sets up, and show businesses their conversations and results.
• To run your account, verify your phone number, take payments and provide support.
• To keep Lunessa secure and prevent spam, fraud and misuse.
• To understand how Lunessa is used and improve it.
• To meet legal obligations and protect our rights and the rights of others.

We do not sell personal information and do not use it for advertising on other websites.

We use service providers to run Lunessa. They process personal information to provide their services to us, under their own terms. They include:

• cloud hosting, database and sign-in providers;
• a payment processor for card payments and subscriptions;
• telephony and messaging providers for phone numbers, calls, text messages and verification codes;
• AI providers for understanding and writing replies, live voice conversations, speech and transcription;
• calendar, mapping and travel-time services that a business connects or uses;
• business-data providers for public business listings and published work e-mail addresses;
• e-mail delivery and website analytics providers.

• With the business you contacted, which sees the calls, messages, bookings and arrival updates related to it.
• With the service providers described above.
• When the law requires it, or to protect the safety, rights or property of people or of Lunessa.
• As part of a merger, acquisition or sale of assets.
• With your permission.

We use a small number of cookies to keep you signed in, remember your language, keep the countdown for your personal pricing offer, which starts on your first visit to our website, from restarting, remember that you closed the offer panel, and complete a calendar connection. We also use analytics to measure visits and site performance. Some chat history is kept in your own browser's storage. You can clear or block cookies in your browser settings, but you may be signed out and some features may stop working.

Lunessa and its service providers operate in the United States, Canada and other countries, so your information may be stored and processed outside the country where you live.

We protect information with encryption in transit, access rules that keep each business's data separate, encryption of connected calendar credentials, and two-step verification for administrator access. No system is completely secure. If a security incident affects your information, we will notify you as the law requires.

• Account, business and customer records, call transcripts and messages: while the account is open, unless the customer asks us to delete them sooner.
• Arrival-tracking location: until the visit is marked completed, cancelled or missed.
• Notes and summaries kept by the AI agents: up to one year, unless the customer deletes them sooner.
• Payment records: as long as the law requires.

Accounts cannot be deleted from inside the app. To close an account, a customer e-mails support@lunessa.io and our team deletes it by hand. This removes the account and the records stored under it in Lunessa, including business details, leads, contacts, appointments, conversations, call transcripts, messages and connected calendar credentials.

Some information is not removed when an account is deleted: messages sent through our contact form, which are kept without a link to the account; security logs of when the service was switched on or off and of administrator access to the account; payment records held by our payment processor; information our other service providers already hold, which stays under their terms; events already added to a business's own calendar; and anything we must keep to meet legal obligations, resolve disputes or enforce our agreements.

Depending on where you live, you may have the right to access, correct or delete your personal information, receive a copy of it, or withdraw your consent. To make a request, e-mail support@lunessa.io. We may need to confirm your identity, and we will respond within the time required by the law that applies to you.

• Text messages: reply STOP to stop a business's automated texts and reminders sent through Lunessa, or START to receive them again.
• Outreach e-mails: follow the opt-out instructions in the e-mail, or contact us.
• Location: you can decline or stop sharing your location at any time in your browser.
• Your Lunessa account: e-mail us to close your account. We delete it by hand as described under "How long we keep information".

If you are not satisfied with our response, you can contact the data protection or privacy authority where you live.

We will update this policy when our practices change and show the new date at the top of this page. If a change is significant, we will tell customers by e-mail or in the app before it takes effect.

E-mail: support@lunessa.io. You can also reach us through our Contact page.