This Privacy Policy explains how Studio Yeehaw LLC, doing business as Airhug, of Austin, Texas ("Airhug", "we", "us") collects, uses and shares information when you visit airhug.ai, use the Airhug web console or iPhone app, or call, text, email or chat with a business that uses Airhug (together, the "Service"). It is part of our Terms of Service.
1. Who this policy covers
Our customers. Businesses that sign up for Airhug, and the owners, administrators and team members who use their workspaces.
Visitors. People who browse airhug.ai, chat with us, or ask for a demo or early access.
Our customers' callers and clients. People who call, text, email or chat with a business that uses Airhug. For this information, we work on behalf of that business. See section 8.
2. Information we collect
Account information. Your name, email address, phone number, role, password or sign-in details, and the workspace you belong to.
Business information. Your business's legal name, address, website, industry, hours, services, staff, phone numbers, and the instructions and knowledge you give the AI.
Conversations and records. Calls, call recordings and transcripts, text messages, emails, web chats, voicemails, and the summaries Airhug writes about them. Contact records, appointments, notes, forms, documents and signatures your team or your callers add. This can include anything a caller chooses to say, including health or other sensitive information.
Billing information. Your plan, invoices and payment status. Card details are collected by our payment processor, or by Apple for App Store purchases. We do not store full card numbers.
Sign-up and demo requests. When you ask for early access or a demo on airhug.ai, we collect your work email, name, business name, website, company size, industry and the interests you pick.
Usage and device information. Our servers record standard request information, such as IP address, browser and device type, pages and features used, and the date and time, so we can run, secure and troubleshoot the Service. When someone accepts our Business Associate Agreement, we record who accepted, when, their IP address and browser.
3. Cookies and browser storage
airhug.ai does not use advertising cookies, and it does not load third-party analytics or tracking scripts. It uses your browser's storage for a few working features:
- The website chat widget keeps a visitor token in your browser so a conversation can continue when you come back.
- The "Airhug for your business" page keeps the description you typed for the rest of your browser session.
- The Airhug web console keeps your sign-in session in your browser.
You can clear this storage in your browser settings at any time. Clearing it signs you out and starts a new chat.
4. How we use information
We use information to:
- Provide the Service: answer and route calls, texts, emails and chats, book appointments, write summaries, send reminders, and show your team its records.
- Set up and secure accounts, prevent fraud and abuse, and keep the Service working.
- Bill for the Service and handle carrier registration for business texting.
- Respond to support requests and send service messages, such as security alerts, billing notices and changes to our terms.
- Reply to demo and early-access requests.
- Comply with the law and enforce our terms.
We do not sell personal information, and we do not use it for targeted advertising.
5. AI processing
Airhug uses AI models to understand and answer calls and messages, transcribe recordings, write summaries and help your team. AI model providers process this data under contract with us, only to deliver the Service.
We do not use customer data to train or fine-tune AI models. For each customer, the AI gets context from that customer's own workspace, such as instructions, notes and past conversations, at the time of each task. That context stays in the customer's workspace.
For workspaces on the healthcare plan tier, protected health information is handled under the Business Associate Agreement the customer accepts at sign-up.
6. Service providers we use
We share information with companies that help us run the Service, under contracts that limit their use of it to the work they do for us. By category, they are:
- Cloud hosting and storage, for our servers, databases, backups and call recordings.
- AI model providers, for speech, transcription, language understanding and summaries.
- Telephony and messaging carriers, for phone numbers, calls and text messages.
- Email delivery, for the email Airhug sends and receives for you.
- Payments, for subscriptions and invoices, including Apple for App Store purchases.
7. Other sharing
We may also share information:
- With the business you are dealing with. Conversations with a business that uses Airhug go to that business's workspace.
- With apps you connect. If a customer connects a calendar, chat tool or other app, we send it the information the customer asked us to send. That app's own terms and privacy policy apply.
- For legal reasons. When we believe in good faith that the law requires it, or to protect the rights, safety or property of our customers, the public or Airhug.
- In a business transfer. As part of a merger, acquisition or sale of assets, under this policy's protections.
- With your permission. In any other case where you ask us or agree to it.
8. Callers, patients and clients of our customers
When you call, text, email or chat with a business that uses Airhug, that business decides what is collected and how it is used. We act as its service provider, and for healthcare practices as its business associate. The business's own privacy notice applies to you.
Calls may be recorded and transcribed. The AI receptionist never claims to be human, and says it is an AI whenever someone asks.
To see, correct or delete your information, contact the business you dealt with. If you contact us instead, we will pass your request to that business.
9. How long we keep information
We keep information while a customer's workspace is active, and as described here:
- Calls. Call records, recordings and transcripts are deleted automatically once they are older than the workspace's retention period. Healthcare workspaces keep call data for 365 days unless a different period is set for them. Other workspaces keep call data until it or the workspace is deleted, unless a retention period is set.
- Deleted workspaces. When a workspace is deleted, the customer can restore it, or ask us for an export, for 14 days. After that, we permanently delete its data from our live systems, including recordings and uploaded files. Encrypted backups are overwritten on a rolling 30-day schedule.
- Records we must keep. We keep some records longer when the law requires it or to resolve disputes, such as billing records and records of Business Associate Agreement acceptances.
10. Security
We use administrative, technical and physical safeguards designed to protect information, such as encrypted connections, encrypted backups, access limited to the people who need it, and audit logs. No system is perfectly secure. If we learn of a security incident that affects your information, we will tell you as the law and our agreements require.
11. Your choices and rights
Depending on where you live, you may have the right to know what personal information we hold about you, to get a copy, to correct it, to delete it, or to object to or limit how we use it. You can update most account information in the console. Customers can delete their workspace at any time, and can ask us for an export of their workspace data.
To make a request, email hello@airhug.ai. We may need to confirm your identity first. We will not treat you differently for using these rights. If your request is about information a business collected through Airhug, see section 8.
12. Children
The Service is for businesses and is not directed to children under 13. We do not knowingly collect personal information from children for our own purposes. A customer's callers may include children, and that information is handled for the customer as described in section 8. If you believe a child gave us personal information directly, email hello@airhug.ai and we will delete it.
13. Where information is stored
Airhug is based in the United States, and we host the Service in the United States. If you use the Service from another country, your information is transferred to and processed in the United States. Some of our service providers may also process information in other countries, under their contracts with us.
14. Changes to this policy
We may update this policy. The "Last updated" date at the top shows when it last changed. If we make a material change, we will tell customers by email or in the console before it takes effect.
15. Contact
Questions or requests about privacy? Email hello@airhug.ai. For questions about protected health information, email hipaa@airhug.ai.
Studio Yeehaw LLC, doing business as Airhug, 13000 Armaga Springs Rd, Austin, Texas 78727.