Privacy Policy

1. Who this policy covers

This policy applies to visitors to our website, businesses that inquire about or subscribe to our services (“Customers”), and the individuals who call or message a Customer’s business and interact with a Lemma-powered AI receptionist (“Callers”). Where we handle information on behalf of a Customer, we act as that Customer’s service provider and process information according to our agreement with them.

2. Information we collect

Information you provide

When you contact us, request a demo, or subscribe, we collect details such as your name, business name, email address, phone number, and any information you include in your message or during onboarding (for example, your services, hours, pricing, and call-handling policies).

Call and message data

To provide the service, our systems process phone calls and messages directed to a Customer’s business. This may include audio, call recordings, transcripts, phone numbers, the date and time of contact, and the details a Caller shares, such as their name, contact information, and the reason for their call (for example, an appointment request or service need).

Integration data

Where a Customer connects tools such as a calendar, CRM, or messaging provider, we send and receive the information needed to book appointments, log leads, send reminders and follow-ups, and request reviews.

Information collected automatically

When you visit our website, we may automatically collect limited technical information such as your IP address, browser type, device information, and pages viewed. We use a small number of analytics tools to understand aggregate usage and improve the site, as described in “Cookies and analytics” below.

3. Call recording, messaging, and consent

Calls handled by the service may be recorded and transcribed to answer callers, book appointments, improve accuracy, and maintain records for our Customers. Recording and monitoring laws vary by location, and some require the consent of one or all parties to a call. Customers are responsible for providing any required notices and obtaining any required consents from their callers. Where we provide a disclosure or greeting on a Customer’s behalf, the Customer remains responsible for ensuring it meets the requirements that apply to their business.

When the service sends automated text messages such as reminders, follow-ups, or review requests, it does so only according to each Customer’s configuration and instructions. Customers are solely responsible for obtaining any legally required consent before those messages are sent and for compliance with laws governing text messaging and telemarketing, including, where applicable, the Telephone Consumer Protection Act (TCPA) and similar state laws. Lemma is not responsible for a Customer’s failure to obtain required consent.

4. How we use information

• Provide, operate, and maintain the AI front office service.
• Answer calls, qualify leads, book appointments, and send reminders, follow-ups, and review requests.
• Sync information with a Customer’s connected calendar, CRM, and messaging tools.
• Generate reports and insights for Customers.
• Review conversations to improve and optimize the service, including monthly tuning of prompts and workflows.
• Respond to inquiries, provide support, and manage billing.
• Protect against fraud and abuse, and comply with legal obligations.

We send automated messages, reminders, follow-ups, and review requests only according to each Customer’s configuration and instructions. Customers are responsible for obtaining any consent those communications legally require.

5. How we share information

We do not sell your personal information. We share information only as needed:

• With Customers. Information from calls and messages to a business is made available to that business.
• With service providers (subprocessors). We use trusted vendors for hosting, telephony, speech and language processing, calendar and CRM integrations, and analytics. They may process information only to provide services to us.
• For legal reasons. When required by law, regulation, or valid legal process, or to protect the rights, safety, and property of Lemma, our Customers, or others.
• In a business transfer. If we are involved in a merger, acquisition, or sale of assets, information may be transferred as part of that transaction.

6. Third-party services

The service integrates with third-party tools chosen by our Customers. Those providers handle information under their own terms and privacy policies, and we are not responsible for their practices. We encourage you to review the policies of any tools you connect.

7. Data retention

We retain information for as long as needed to provide the service, comply with our legal obligations, resolve disputes, and enforce our agreements. Retention periods for call recordings and transcripts may be configured with our Customers. When information is no longer needed, we take reasonable steps to delete or de-identify it.

8. Data security

We use reasonable administrative, technical, and organizational measures designed to protect information against unauthorized access, loss, or misuse. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. Your rights and choices

Depending on where you live, you may have rights to access, correct, delete, or restrict the use of your personal information, and to object to certain processing. To exercise a right, contact us using the details below. If your information was provided to a business that uses Lemma, we may direct your request to that business, since it controls that information. We will not discriminate against you for exercising your rights.

10. Cookies and analytics

We use cookies and similar technologies on our website. We group them into the following categories:

• Essential. Required for the website to function, including security, load balancing, and remembering your cookie choices. These are always active and cannot be turned off. We rely on them to operate the site, so they do not require consent.
• Analytics: Google Analytics 4. Provided by Google, this measures aggregated traffic and usage (such as pages viewed and general location) so we can understand what is useful and improve the site. We enable IP anonymization for this measurement.
• Analytics: Microsoft Clarity. Provided by Microsoft, this captures usage data and session interactions (such as clicks and scrolling) via cookies and similar technologies to produce aggregated heatmaps and anonymized session replays. Microsoft may use this data to improve its products and advertising, as described in the Microsoft Privacy Statement.

Consent. We do not load or run Google Analytics 4 or Microsoft Clarity until you have given consent. When you first visit, a banner lets you Accept All or open Customize Preferences to choose each analytics category individually (and turn them all off). No analytics cookies are set and neither analytics script is downloaded or executed unless you opt in. If you do not opt in, only essential cookies are used.

Changing or withdrawing consent. Your choice is stored in your browser so the banner does not reappear on future visits. You can change or withdraw your consent at any time by selecting Cookie Preferences in the website footer, which reopens the consent dialog. When you withdraw consent for a category, we stop using it and remove the related cookies where technically possible. You can also control cookies through your browser settings; disabling essential cookies may affect how parts of the site function.

11. Children’s privacy

Our website and services are intended for businesses and are not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us so we can remove it.

12. International users

We operate in the United States, and information we process may be stored and handled there or in other countries where our service providers operate. By using the service, you understand that your information may be transferred to locations with different data protection laws than your own.

13. Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will revise the “Last updated” date above. Material changes may be communicated through the website or directly to Customers. Your continued use of the service after an update means you accept the revised policy.

14. Contact us

If you have questions about this Privacy Policy or how we handle information, contact us at roman@lemma-technologies.com.