LumiTalk ("we", "us", or "our") provides AI-powered voice assistant services for eCommerce businesses. This Privacy Policy explains how we collect, use, and protect personal information when individuals ("you" or "your") interact with LumiTalk via phone calls, websites, and integrated partner platforms.

This policy applies only to LumiTalk's direct collection and processing of personal information as a controller. If LumiTalk is used by an eCommerce merchant or platform (e.g., Shopify), that merchant/platform may act as the controller. In such cases, please consult their respective privacy policies.

1. Information We Collect

We may collect the following categories of personal information:

Voice & Call Data

• Audio recordings generated via ElevenLabs from chatbot responses
• Voice input collected via Twilio telephony systems
• Intent and speech interpretation logs processed using OpenAI

Contact & Order Information

• Phone numbers (collected through inbound calls or keypad input)
• Order information from Shopify (e.g., customer name, order status, order number)

Usage & Technical Information

• Call metadata: call SID, timestamp, retry attempts, session activity
• Server logs and error tracking
• IP address (indirectly via infrastructure providers)

2. How We Collect Your Information

• Directly from you during a call or when you provide input via keypad or speech
• Automatically via telephony and server-side logging
• From third-party platforms such as Shopify when you request order information

3. How We Use Your Information

We use the information to:

• Process customer support inquiries
• Identify and confirm orders by phone or number
• Generate audio responses using text-to-speech APIs (e.g., ElevenLabs)
• Classify intent using AI (OpenAI)
• Route escalations to human agents
• Monitor system performance, improve quality, and detect issues
• Maintain call logs for auditing and training

4. Sharing of Personal Information

We may share information with:

• Service providers: Twilio (telephony), Shopify (order data), OpenAI (intent detection), ElevenLabs (voice generation)
• Business clients (eCommerce merchants) for whom the assistant is answering calls
• Legal authorities, if required to comply with applicable law
• Our internal team, for support, analysis, or troubleshooting

We do not sell or rent your personal information.

5. Data Retention

Call logs and interaction data may be retained for up to 12 months for business, support, and quality assurance purposes, unless deleted sooner at the request of the business client. Audio files and chat transcripts may be stored longer if required for legal or contractual purposes.

6. Security

We implement reasonable safeguards (e.g., secure servers, access control, environment variable protection) to protect your information. However, no system is completely secure, and we cannot guarantee absolute protection against breaches.

7. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal information we hold about you
• Request correction or deletion of your information
• Object to or restrict certain processing activities
• Opt out of marketing or analytics (if applicable)

Please email us at privacy@lumitalk.ai to exercise your rights.

8. Children's Privacy

LumiTalk is not directed to individuals under 18. We do not knowingly collect personal information from children.

9. International Transfers

If you are located outside the U.S., your data may be transferred to and processed in the United States or other countries. We rely on standard contractual clauses or equivalent mechanisms for such transfers when required.

10. Changes to this Policy

We may update this Privacy Policy from time to time. The updated version will be posted with the revised date. Continued use of our services after updates constitutes acceptance.

11. Contact Us

For any questions or concerns about this Privacy Policy or your data, contact: