Privacy Policy
LucraLab, LLC ("LucraLab," "we," "us," or "our") operates an AI-powered voice receptionist service for small businesses. This Privacy Policy explains how we collect, use, store, and protect information—including personal information and SMS-related data—in connection with our services.
1. Information We Collect
We may collect the following types of information when individuals interact with our clients' AI receptionists:
- Name and phone number — collected verbally during an inbound call to schedule an appointment or leave a callback message.
- Appointment details — date, time, and service type, as provided by the caller.
- Call recordings — all calls are recorded. A disclosure is played at the start of every call. Recordings are used to confirm verbal consent for SMS and to support quality and compliance purposes.
- SMS opt-in consent — if a caller verbally agrees to receive a confirmation text, their phone number and the time of consent are logged.
2. SMS / Text Messaging Privacy
When you provide your mobile number during a call and consent to a confirmation text, LucraLab collects your phone number and the details of the booking you requested, solely to send you that confirmation and related transactional messages.
Mobile information (including your phone number and SMS consent/opt-in data) will not be sold, rented, or shared with any third parties or affiliates for their marketing or promotional purposes. SMS opt-in and consent information is not shared with any third parties.
Your phone number is processed only by our messaging provider (Twilio) for the sole purpose of delivering these messages on our behalf. You can opt out at any time by replying STOP.
- Opt-in method: Consent is collected verbally during a customer-initiated inbound voice call. The AI receptionist explicitly asks the caller if they would like a confirmation text, explains that message and data rates may apply, and confirms that the caller can reply STOP at any time to opt out. Only callers who verbally agree receive SMS messages.
- Message types: Booking confirmations, appointment reminders, and callback acknowledgments. No marketing or promotional messages are sent through this program.
- Message frequency: A maximum of one (1) SMS per booking event, with an occasional follow-up if a live transfer fails.
- Opt-out: Reply STOP to any message to unsubscribe immediately. You will receive a single confirmation and no further messages will be sent.
- Help: Reply HELP for assistance. Message and data rates may apply.
- Data storage: Phone numbers collected for SMS purposes are stored securely and used solely to deliver the messages the caller consented to.
3. How We Use Information
- To deliver appointment confirmation and callback SMS messages to callers who opted in.
- To operate and improve the AI receptionist service.
- To maintain call recordings as evidence of verbal opt-in consent.
- To comply with applicable telecommunications laws and carrier requirements (including TCPA and 10DLC A2P regulations).
4. How We Share Information
We do not sell personal information. We may share information with:
- Our clients (the small businesses using LucraLab) — to fulfill appointment and callback requests.
- Service providers — including telephony providers (e.g., Twilio) and CRM platforms used to deliver the service. These providers are contractually bound to protect personal data.
- Legal authorities — if required by law, court order, or regulatory request.
5. Data Retention
Call recordings and SMS consent logs are retained for a minimum of 24 months to satisfy regulatory and carrier audit requirements. Phone numbers are removed from active sending lists immediately upon receipt of a STOP opt-out request.
6. Your Rights
Depending on your jurisdiction, you may have the right to access, correct, or request deletion of personal information we hold about you. To exercise these rights, contact us at privacy@lucralab.com.
7. Security
We use industry-standard security practices to protect personal information from unauthorized access, disclosure, or loss. Access to call recordings and contact data is restricted to authorized personnel only.
8. Children's Privacy
Our services are not directed to individuals under the age of 13. We do not knowingly collect personal information from children.
9. Changes to This Policy
We may update this Privacy Policy periodically. The "Last Updated" date at the top of this page will reflect any changes. Continued use of our services after an update constitutes acceptance of the revised policy.
10. Contact Us
LucraLab, LLC
Email: privacy@lucralab.com
Website: lucralab.com