Privacy policy

This explains what Lumina Labs US LLC does with information when you use Lumina AI Voice.

Two different kinds of information are involved and they are not treated the same. Information about you and your business is ours to hold as the company you buy from. Information about your customers — their names, phone numbers, what they left with you — is yours; we hold and process it only to run the service on your behalf, on your instructions.

To provide and bill for the service:

• Your name, business name, email address and phone number.
• Your shop's address, opening hours, services and prices — the things the receptionist needs to answer.
• Billing details held by Stripe. We see the last four digits of a card and nothing more.
• Where you enable texting, the business details the phone carriers require to register you, including your tax identification number.
• Where you connect a point-of-sale system, the credentials for it. These are encrypted before they are stored and are used only to answer questions about your own orders.

When your customer calls your line, the service processes:

• their phone number, and their name if they give it or if it is already in your records;
• a recording of the call and a written transcript of it;
• a summary of what the call was about, and any message left for your staff;
• where you connect a point-of-sale system, the order information needed to answer their question — their order status, ready date and balance;
• any note they ask us to add to their account, such as a standing preference.

Calls are recorded and transcribed. The receptionist announces this at the start of every call, which is how consent is obtained; Florida requires every party to a conversation to consent to its recording.

Recordings and transcripts are used to answer the call, to let you review what was said, and to improve how the service handles calls. They are not used to train publicly available AI models.

Running the service means passing information to the companies below. We name them individually rather than describing them as trusted partners, because you are entitled to know exactly who handles your customers' conversations.

• Retell AI — Runs the voice agent and carries the phone calls.
• Twilio — Provides the phone numbers and sends text messages.
• ElevenLabs — Generates the receptionist's speech.
• Anthropic — Powers the conversation and the summaries written after a call.
• Supabase — Hosts the database holding your shop's settings and call history.
• Vercel — Hosts and runs the application.
• Stripe — Takes payment. We never see or store your card details.
• Your point-of-sale provider — Only where you connect one, and only to look up your own orders.

We do not sell personal information, and we do not share it with third parties for their own marketing. Phone numbers collected through the service are used to contact that person about their own order and nothing else.

We do not use one shop's data to answer another shop's calls.

Call recordings, transcripts and customer records are kept while you are a subscriber, so that you can review your own call history. After your subscription ends we delete them within a reasonable period unless the law requires us to keep them.

You can ask us to delete a particular recording, or all of your data, at any time.

Data is encrypted in transit and at rest. Point-of-sale credentials are separately encrypted before storage. Access to a shop's data is restricted at the database itself, so one shop's staff cannot reach another's, and access by our own staff is limited to what is needed to support you.

No system is perfectly secure. If a breach affects your data we will tell you promptly and tell you what happened.

You can ask us what we hold about you, correct it, or have it deleted. Depending on where they live, your customers may have the same rights over their information — and because that information is yours rather than ours, we will pass any such request to you and help you answer it.

Write to privacy@luminalabs-us.com.

If we change this policy in a way that materially affects you, we will tell you before it takes effect rather than quietly changing the date at the top.