Privacy Policy

1. Scope and our privacy roles

This Privacy Policy applies to Salute IQ websites and services that link to it. Salute IQ (“Salute IQ,” “we,” “us,” or “our”) is responsible for personal information used to operate our websites, manage accounts, secure the Service, communicate directly with users, and run our business.

Business customers decide how their Salute IQ receptionist is configured and why caller, lead, appointment, recording, transcript, and knowledge-source data is processed. For that information, the customer is ordinarily the controller, business, or equivalent, and Salute IQ is its processor, service provider, or equivalent. If you interacted with one of our customers’ receptionists, that customer’s privacy notice also applies and is usually the best place to start a request.

This Policy does not cover third-party sites or services that have their own privacy policies.

2. Information we collect

Account and business information

Name, business name, work email, telephone number, role, login and authentication records, plan, preferences, workspace settings, and communications with us.

Caller, lead and appointment information

Names, contact details, enquiry details, responses, qualification status, requested appointments, routing outcomes, notes, and other information a caller or customer chooses to provide.

Conversation and AI interaction information

Voice or avatar session audio when recording is enabled, transcripts, summaries, model input and output, timestamps, language, sources used to answer, call status, and quality or safety signals.

Customer content and integrations

Knowledge-base documents, webpages, scripts, policies, product or service information, instructions, team details, calendar availability, and data exchanged with integrations authorised by the customer.

Technical and usage information

IP address, browser and device type, identifiers, pages or features used, timestamps, diagnostic logs, approximate location derived from IP, referring page, and security events. We may use necessary cookies or similar storage for login, preferences, security, and core operation. We will request consent for non-essential cookies where required.

Billing information

Plan, invoices, transaction status, billing contact, and limited payment metadata. Payment providers process full card or bank details; Salute IQ does not need to store full payment-card numbers.

Sensitive information

The Service is not designed for unnecessary sensitive information. Depending on a customer’s business and what a person voluntarily says, a conversation may reveal health, identity, financial, biometric, political, religious, union, or other protected information. Customers must configure collection to be necessary and lawful and use additional safeguards where required.

3. Where information comes from

We receive information directly from account users and people who interact with a receptionist; from the customer that configures the Service; from authorised integrations and service providers; automatically from devices and use of the Service; and from public or licensed sources a customer asks us to use as business knowledge.

4. How we use information

We use personal information to:

• create and administer accounts and workspaces;
• answer and route enquiries, run voice or avatar sessions, generate transcripts or summaries, qualify leads, book appointments, and carry out customer instructions;
• display dashboards, reports, sources, outcomes, recordings, and usage;
• authenticate users, prevent abuse, troubleshoot, protect the Service, and investigate incidents;
• provide onboarding, support, service notices, and requested communications;
• process subscriptions, usage, invoices, and taxes;
• evaluate and improve reliability, usability, and safety using aggregated, de-identified, or otherwise lawfully processed information;
• comply with law, enforce agreements, resolve disputes, and protect rights; and
• send product or marketing communications where permitted, with an unsubscribe option.

We do not use Customer Data to train a general-purpose AI model shared across customers unless the customer expressly opts in under separate written terms. We do not make solely automated decisions about individuals that produce legal or similarly significant effects on our own behalf. Customers must provide any notice, human review, or appeal required for their workflows.

5. Legal bases

Where a legal basis is required, we rely on one or more of the following:

• Contract: to provide the Service, administer an account, and respond to requested support.
• Legitimate interests: to secure, operate, troubleshoot, improve, and communicate about a business service, balanced against individual rights.
• Consent: for optional communications, non-essential cookies, recording, or other processing where consent is the appropriate basis. Consent may be withdrawn.
• Legal obligation: to keep required records and respond to lawful requests.
• Customer instructions: when we process personal information as a processor or service provider, the customer is responsible for its own lawful basis.

Where sensitive information is processed, the customer and Salute IQ must also establish any additional condition required by applicable law.

6. AI interactions, call notice and recording

A Salute IQ receptionist should identify itself as an AI system. Where recording or transcription is enabled, callers should also receive timely notice and any choice required by applicable law. The customer deploying the receptionist decides whether to enable these features and is responsible for the required notice, consent, lawful purpose, and alternative contact route.

During an interaction, information may be processed in real time to understand speech, retrieve approved business knowledge, generate a response, route the caller, and record an outcome. Authorised customer users may later review the resulting transcript, recording, lead details, and operational metadata.

7. When we disclose information

We may disclose personal information to:

• the customer that deployed the receptionist and its authorised users;
• hosting, database, storage, authentication, real-time media, AI, email, support, monitoring, payment, telephony, calendar, and integration providers that process information for us or the customer;
• professional advisers, auditors, insurers, and corporate transaction participants under appropriate confidentiality obligations;
• government authorities or other parties when reasonably necessary to comply with law, protect rights or safety, investigate fraud or abuse, or defend legal claims; and
• another entity involved in a merger, financing, reorganisation, or sale, subject to applicable safeguards.

We require processors acting for us to protect information and use it only for authorised purposes. We do not sell personal information. We do not share it for cross-context behavioural advertising or use it to target ads to callers.

8. International data transfers

Salute IQ serves customers in the United States, United Kingdom, Australia, Philippines, and Singapore. We and our providers may process information in these and other countries, which may have different privacy laws.

Where required, we use recognised safeguards for restricted transfers, such as adequacy decisions, contractual clauses, customer instructions, transfer assessments, and supplementary security measures. Customers requiring a particular processing location or transfer arrangement should contact us before launch and document it in an order form or data processing agreement.

9. How long we keep information

We keep personal information only as long as reasonably needed for the purposes described, including to provide the Service, follow a customer’s configured retention period, maintain security, resolve disputes, and meet legal or accounting requirements.

Recording and transcript retention may be configured by the customer and plan. When an account ends, Customer Data is normally available for export for up to 30 days before deletion or de-identification begins, unless a different written term applies. Deletion from encrypted backups and distributed systems may take additional time. We may retain limited billing, security, consent, suppression, and legal records for the period required or reasonably necessary.

We consider the nature and sensitivity of the information, the purpose, risk of harm, customer instructions, and legal requirements when setting retention.

10. Security

We use reasonable administrative, technical, and organisational measures designed to protect information, such as access controls, authentication, encryption in transit, logging, restricted production access, provider review, and incident response procedures appropriate to the Service.

No method of storage or transmission is completely secure. Customers are responsible for their users, configurations, endpoint devices, integration permissions, and keeping credentials confidential. Please report a suspected security issue to support@saluteiq.com.

11. Your choices and privacy rights

Depending on where you live, you may have rights to access, know about, correct, delete, restrict or object to processing, receive a portable copy, withdraw consent, opt out of certain disclosures or targeted advertising, and complain to a regulator. You will not be discriminated against for exercising a privacy right.

If your request concerns a business that used Salute IQ to interact with you, contact that business first. We assist customers with verified requests. For information controlled directly by Salute IQ, email support@saluteiq.com with the subject “Privacy Request.” State the right you wish to exercise and the account, business, email, telephone number, or call needed to locate the information.

We may verify your identity and authority, ask for clarification, or retain limited information needed to record the request. An authorised agent may submit a request where law permits, subject to proof of authority. We respond within the period required by applicable law and explain any lawful refusal or extension. You may appeal a denied request by replying to our decision.

12. Regional information

13. Children

The Service is designed for businesses and is not directed to children under 18. We do not knowingly collect a child’s personal information for our own purposes. Customers must not configure the Service to collect children’s information unless they have established a lawful basis, required parental or guardian permission, age-appropriate notices, and suitable protections. Contact us if you believe a child’s information was handled improperly.

14. Changes to this Policy

We may update this Policy as our Service, providers, or legal obligations change. We will post the revised version with a new “Last updated” date. If a change materially affects how we use personal information, we will provide additional notice where required.

15. Contact Salute IQ

For privacy requests, complaints, security reports, or questions about this Policy, email support@saluteiq.com. General enquiries may be sent to hello@saluteiq.com.

If we process information for one of our customers, we may refer the request to that customer and support its response.