Lena Privacy Policy

AskLena, Inc. ("AskLena," "we," "us," or "our") is committed to protecting your personal information. This Privacy Policy describes what information we collect when you use our website, mobile application, AI phone and SMS agent services (collectively, the "Services"), how we use it, with whom we share it, and what choices you have.

By accessing or using our Services, you agree to this Privacy Policy. If you do not agree, please discontinue use of our Services immediately.

1. Information We Collect

1.1 Information You Provide Directly

• Name, email address, and phone number provided via our intake or sign-up forms
• Business name, industry, and use-case descriptions
• Payment information (collected and processed securely by Stripe — we do not store raw card numbers)
• Messages or questions you submit through our contact or intake forms
• Support communications sent to our team

1.2 Telephone & SMS Communications

Our Services involve initiating and receiving phone calls and SMS messages on your behalf using Twilio, Inc. ("Twilio") as our communications infrastructure provider. When calls or messages are sent or received through our platform, we may collect:

• Your phone number (originating and destination)
• Call metadata: timestamp, duration, call direction (inbound/outbound), call status
• SMS message content sent or received through our platform numbers
• Twilio Message SID and Call SID for audit and troubleshooting
• Carrier information and delivery status reports

All telephone communications are subject to applicable telecommunications laws, including the Telephone Consumer Protection Act (TCPA), the CAN-SPAM Act, and applicable state laws.

1.3 Call Recordings & Transcripts

Calls made through our AI voice agents (powered by VAPI and/or Retell AI) may be recorded and transcribed for quality assurance, agent training, and service improvement purposes. You will be notified at the start of any recorded call via an automated disclosure message. Transcripts and recordings are retained per the schedule in Section 6.

1.4 Automatically Collected Information

• IP address and general geographic location (country / region)
• Browser type and version, operating system
• Pages visited, features used, and time spent on the platform
• Referral source (e.g., which link or campaign brought you to our site)
• Device identifiers and session identifiers

1.5 Information from Third Parties

• Stripe: payment confirmation and subscription status
• Twilio: call and SMS delivery receipts, error codes, phone number metadata
• VAPI / Retell AI: call transcripts, sentiment analysis, and agent performance data
• Firebase (Google): authentication tokens and database storage
• Google OAuth (optional): if you connect a Google account for calendar or email integrations

2. How We Use Your Information

• Provision and operate the Services, including placing and receiving AI-managed phone calls and SMS messages
• Authenticate your identity and secure your account
• Process payments and manage subscriptions through Stripe
• Send you transactional communications (OTP codes, appointment confirmations, usage summaries)
• Train and improve AI voice agents based on call transcripts and feedback
• Monitor for fraud, abuse, and compliance with our Terms of Service
• Respond to your support requests and legal inquiries
• Comply with legal obligations, including TCPA, FCC regulations, and law enforcement requests
• Analyze aggregate platform usage to improve our products

3. Telephone Consumer Protection Act (TCPA) Compliance

We take our obligations under the TCPA seriously. By providing your phone number and requesting our Services, you expressly consent to receive:

• Automated voice calls and pre-recorded messages from or on behalf of AskLena at the number you provide
• Automated SMS/text messages for account verification, service updates, and agent interactions
• AI-generated voice calls placed by your configured agents on your behalf

Standard message and data rates may apply. Consent is not a condition of purchasing any goods or services. You may revoke consent at any time by replying STOP to any SMS message or by contacting us at privacy@asklena.ai.

Our SMS communications are sent via Twilio-registered numbers. We participate in Twilio's A2P 10DLC registration program to ensure compliant messaging. All campaign registrations are maintained in accordance with CTIA guidelines and carrier requirements.

4. AI Voice Agents & Automated Calls

AskLena's core service involves deploying AI-powered voice agents that place and receive phone calls. You should be aware that:

• Calls handled by our AI agents may be made using an artificial or pre-recorded voice
• Inbound callers to numbers managed by our platform interact with an AI agent, not a human
• Our agents are built to identify themselves as AI at the start of each call when required by applicable law
• Call transcripts generated by our AI are processed by third-party speech-to-text and large language model providers
• Agent behavior is governed by the configuration you or AskLena provides — you are responsible for ensuring your agent's script and actions comply with applicable laws

5. Sharing Your Information

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

5.1 Service Providers (Processors)

• Twilio, Inc. — voice and SMS infrastructure; subject to Twilio's Privacy Policy and Data Protection Addendum
• VAPI AI / Retell AI — AI voice agent runtime; processes call audio and transcripts
• Stripe, Inc. — payment processing; governed by Stripe's Privacy Policy
• Google Firebase — authentication, Firestore database, and hosting
• OpenAI — natural language processing for certain agent types

5.2 Legal Requirements

We may disclose personal information when required by law, subpoena, court order, or government regulation, or when we believe in good faith that disclosure is necessary to protect our rights, your safety, or the safety of others.

5.3 Business Transfers

In the event of a merger, acquisition, or sale of all or substantially all of our assets, your personal information may be transferred as part of that transaction. You will be notified via email and/or prominent notice on our website prior to such a transfer.

6. Data Retention

You may request deletion of your personal data at any time by submitting a request through the form at the bottom of this page or emailing privacy@asklena.ai. Certain data may be retained longer where required by law or legitimate business interests such as fraud prevention.

7. Your Privacy Rights

7.1 California Residents (CCPA / CPRA)

California residents have the right to:

• Know what personal information we collect, use, disclose, and sell
• Request deletion of your personal information
• Opt out of the sale or sharing of personal information (we do not sell personal information)
• Correct inaccurate personal information
• Limit the use and disclosure of sensitive personal information
• Non-discrimination for exercising your privacy rights

To exercise these rights, contact us using the form below or at privacy@asklena.ai. We will respond within 45 days.

7.2 European Residents (GDPR)

If you are located in the European Economic Area, UK, or Switzerland, you have rights including: access, rectification, erasure ("right to be forgotten"), restriction of processing, data portability, and the right to object to processing. Our legal bases for processing are: contractual necessity, legitimate interests, compliance with legal obligations, and your consent where explicitly given.

To exercise GDPR rights, contact our Data Protection contact at privacy@asklena.ai.

8. Cookies & Tracking

We use essential cookies required for platform authentication and session management. We may use analytics tools (such as Google Analytics or PostHog) that set cookies to measure usage patterns. You may opt out by configuring your browser to reject cookies, though certain features may not function correctly as a result.

9. Security

We implement industry-standard security measures including TLS encryption for all data in transit, encrypted storage of sensitive fields in Firebase Firestore, API key rotation, and access controls limiting internal access to personal data to authorized personnel on a need-to-know basis. Despite these measures, no system is 100% secure and we cannot guarantee absolute security.

10. Children's Privacy

Our Services are not directed to individuals under the age of 18. We do not knowingly collect personal information from minors. If you believe we have inadvertently collected data from a minor, contact us immediately at privacy@asklena.ai and we will delete it promptly.

11. Third-Party Links

Our website and services may contain links to third-party websites. This Privacy Policy does not apply to those sites. We encourage you to read the privacy policies of any third-party services you access through our platform.

12. International Data Transfers

Our Services are operated from the United States. If you are located outside the United States, your personal information will be transferred to and processed in the United States, where data protection laws may differ from those in your country. By using our Services, you consent to this transfer.

13. Changes to This Policy

We may update this Privacy Policy from time to time. The updated policy will be posted at asklena.ai/privacy with a revised effective date. We will notify users of material changes via email or an in-app banner at least 14 days before the change takes effect.