Privacy Policy

Who We Are and Scope of This Policy

Synova Connect is operated by Synova Connect LLC ("Synova Connect," "we," "us," or "our"), located at 4 South 2600 West, Suite 5, Hurricane, UT 84737. We provide an AI-powered communications platform that answers inbound phone calls, web chat, and two-way SMS; books appointments; qualifies leads; records and transcribes calls; takes voicemails; populates a CRM (including our "Call Memory" feature); and runs outbound email campaigns for local small businesses.

This Policy applies to information we handle when a business signs up for and uses our services (the "Customer"), when individuals interact with our website, and when end callers and customers of our business Customers communicate through the service.

Because our product is provided to businesses (a business-to-business service), we handle information in two distinct roles. We explain those roles in "Our Two Roles: Controller and Service Provider" below, which is central to understanding how this Policy works.

Our Two Roles: Controller and Service Provider

For Customer account and billing data, we generally act as a business / controller — we determine how that information is used to operate, bill for, secure, and improve our services.

For end-caller and end-customer personal data processed through the service on behalf of a Customer — such as caller phone numbers, names, call recordings, transcripts, voicemails, SMS content, intake-form answers, and appointment/CRM records — we generally act as a service provider / processor that handles this information on the Customer's behalf and under the Customer's instructions.

This distinction matters: when we act as a service provider, the business Customer is the party responsible for that data. The Customer is responsible for obtaining any consents and providing any notices and disclosures required by law to its callers and customers — including consents for call recording, transcription, SMS messaging, and the use of data within the service. See our Terms of Service and SMS Terms for more on these responsibilities. If you are an end caller or customer and have questions about how a particular business uses your information, please contact that business directly.

Information We Collect

(a) Customer Account and Billing Data

When a business creates and manages an account, we collect information such as:

• Business name, contact name(s), email address, phone number, and mailing or business address.
• Account credentials and authentication information.
• Plan selection (Starter, Professional, or Enterprise) and subscription details.
• Billing and payment information processed through our payment processor (see "Payments" below). We do not store full payment card numbers on our systems.
• Configuration settings, scripts, business hours, services offered, and other details you provide to set up your AI receptionist and campaigns.
• Support requests and other communications you send to us.

(b) End-Caller and End-Customer Personal Data Processed Through the Service

When end callers and customers interact with a Customer's account through our service, we process information on the Customer's behalf, which may include:

• Caller and contact phone numbers and caller ID information.
• Names and other identifying details a caller or contact provides.
• Call recordings and audio.
• Call transcripts.
• Voicemail recordings and transcriptions.
• Two-way SMS message content and metadata.
• Web chat conversation content.
• Intake-form and qualification-question answers.
• Appointment, booking, and CRM records associated with a contact.
• "Call Memory" context, which retains recent caller information so the AI can recognize returning callers and continue prior conversations.
• Outbound campaign data, including contact lists and message records for the email campaigns the Customer runs through the service.

(c) Website, Usage, Cookies, and Device Data

When you visit synovaconnect.ai or use the dashboard, we and our service providers may automatically collect:

• Device and browser information, IP address, and general location inferred from IP address.
• Pages viewed, links clicked, referring URLs, and other usage and interaction data.
• Information collected through cookies and similar technologies (see "Cookies and Analytics" below).

How We Use Information

We use the information described above to:

• Provide, operate, maintain, and deliver the services, including answering calls, chats, and SMS; booking appointments; transcribing and recording calls; taking voicemails; populating the CRM and Call Memory; and running outbound campaigns the Customer configures.
• Set up, authenticate, and manage Customer accounts.
• Process subscriptions, payments, and billing.
• Provide customer support and respond to requests.
• Monitor, secure, troubleshoot, and improve the performance and reliability of the services.
• Develop new features and improve our services, using data in a manner consistent with our role and applicable law and our agreements with Customers.
• Communicate with Customers about their accounts, service updates, and administrative matters.
• Comply with legal obligations and enforce our agreements, including our Terms of Service.
• Detect, prevent, and address fraud, abuse, security incidents, and other harmful activity.

When we act as a service provider for end-caller and end-customer data, we use that data only as needed to provide the services to the relevant Customer, as permitted under our agreement with that Customer, and as allowed by law.

How We Share Information

We share information in the following limited circumstances:

• Third-party service providers and subprocessors. Our platform is operated as a white-label service, and certain core functions — including telephony, AI voice and language processing, SMS delivery, transcription, hosting, and analytics — are powered by third-party service providers and subprocessors. We share information with these providers only to enable them to perform services on our behalf, subject to obligations to protect the information.
• Payment processor. Payments are processed by Stripe. Information you submit to complete a purchase is handled by Stripe under its own terms and privacy practices.
• Legal and safety. We may disclose information if required by law, regulation, legal process, or governmental request, or where we believe disclosure is reasonably necessary to protect the rights, property, or safety of Synova Connect, our Customers, end users, or the public, or to enforce our agreements.
• Business transfers. If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, or sale of all or part of our assets, information may be transferred as part of that transaction, subject to this Policy.

We do not sell your personal information, and we do not share it for cross-context behavioral advertising in exchange for money or other valuable consideration.

Call Recording, Transcription, and Two-Party Consent

The service can record and transcribe phone calls, capture voicemails, and log SMS and chat content. Recording and monitoring of communications is regulated by law, and some U.S. states require that all parties to a call consent to being recorded ("two-party" or "all-party" consent states).

The Customer is solely responsible for ensuring that recording, transcription, and messaging are conducted lawfully — including providing any required notices or disclosures and obtaining any required consents from callers and contacts. We provide tools to support these practices, but compliance with recording, consent, and disclosure laws is the Customer's responsibility. See our Terms of Service and SMS Terms.

SMS Messaging

When you or your contacts opt in to SMS communications through the service, you agree to receive informational and transactional text messages from Synova Connect, such as appointment confirmations and follow-up questions about your inquiry. We do not send promotional or marketing texts.

• Message frequency: You can expect approximately 2 to 4 messages per month, depending on your activity.
• Message and data rates may apply depending on your mobile carrier and plan.
• To opt out: Reply STOP at any time to stop receiving messages. You will receive one final confirmation message and no further texts.
• To get help: Reply HELP for assistance, or contact us at hello@synovaconnect.ai.
• Your mobile number and your messaging consent information will not be shared, sold, or provided to third parties or affiliates for marketing or promotional purposes.

For full details about our messaging practices, including carrier and program information, see our SMS Terms.

Payments

Subscription billing for our Starter, Professional, and Enterprise plans is handled through Stripe. When you provide payment details, that information is collected and processed by Stripe in accordance with Stripe's own terms and privacy policy. We receive limited billing-related information (such as the status of a payment and partial card details) to manage your subscription, but we do not store complete payment card numbers on our systems.

Data Retention

We retain Customer account and billing data for as long as the account is active and as needed to provide the services, comply with our legal obligations, resolve disputes, and enforce our agreements.

For end-caller and end-customer data we process on a Customer's behalf — including call recordings, transcripts, voicemails, SMS content, intake-form answers, CRM records, and Call Memory context — retention is generally governed by the Customer's settings and instructions and our agreement with that Customer. When we no longer need information to provide the services or to meet legal requirements, we take reasonable steps to delete or de-identify it. If you are an end caller or customer seeking deletion of your data, please contact the relevant business, or contact us as described below and we will route your request appropriately.

Security

We use commercially reasonable safeguards, including encryption in transit, to help protect information against unauthorized access, use, alteration, and disclosure. No method of transmission or storage is completely secure, however, and we cannot guarantee absolute security. You are responsible for maintaining the confidentiality of your account credentials and for activity that occurs under your account.

Cookies and Analytics

We and our service providers use cookies and similar technologies on our website and dashboard to keep you signed in, remember preferences, understand how the site is used, and improve our services. Some cookies are necessary for the site to function, while others support analytics and performance measurement.

You can control cookies through your browser settings, and most browsers let you block or delete cookies. Disabling certain cookies may affect how parts of the website function. Where required, we provide additional cookie controls through our website.

Your Privacy Rights

Depending on where you live, you may have rights regarding your personal information. For residents of California, the California Consumer Privacy Act, as amended by the California Privacy Rights Act (CCPA/CPRA), provides the following rights:

• Right to know and access the categories and specific pieces of personal information we have collected about you.
• Right to delete personal information we have collected, subject to certain exceptions.
• Right to correct inaccurate personal information.
• Right to opt out of the sale or sharing of personal information. As noted above, we do not sell your personal information and do not share it for cross-context behavioral advertising.
• Right to non-discrimination for exercising your privacy rights.

Residents of other U.S. states may have similar rights, including rights to access, correct, and delete personal information. Where these rights apply, we honor them in accordance with applicable law.

How to exercise your rights. To make a request, email us at hello@synovaconnect.ai. We will take reasonable steps to verify your identity before responding, and you may designate an authorized agent to act on your behalf where permitted by law. We will not discriminate against you for exercising your rights.

If your request concerns data we process on behalf of a business Customer (for example, as an end caller or customer of that business), we generally act as a service provider and will refer your request to, or work with, the relevant Customer to fulfill it as required by law.

Children's Privacy

Our services and website are intended for businesses and are not directed to children. We do not knowingly collect personal information directly from children. If you believe a child's information has been provided to us in a manner that requires attention, please contact us at hello@synovaconnect.ai so we can take appropriate action.

U.S.-Only Service and International Users

Our services are intended for use by businesses located in the United States, and information is processed and stored in the United States. We do not offer the services for use outside the United States. If you access the website or services from outside the United States, you do so on your own initiative and are responsible for compliance with local laws.

Third-Party Links and Services

Our website and services may contain links to, or integrate with, third-party websites and services that we do not control. This Policy does not apply to those third parties, and we are not responsible for their privacy practices. We encourage you to review the privacy policies of any third-party services you use.

Changes to This Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the "last updated" date above and, where appropriate, provide additional notice. Your continued use of the services after an update becomes effective constitutes acceptance of the revised Policy.

Contact Us

If you have questions about this Privacy Policy or our privacy practices, please contact us:

• Privacy requests: hello@synovaconnect.ai
• Legal and terms questions: hello@synovaconnect.ai
• General support: hello@synovaconnect.ai
• Mailing address: Synova Connect LLC, 4 South 2600 West, Suite 5, Hurricane, UT 84737

This Policy is governed by the laws of the State of Utah, without regard to its conflict-of-laws principles.