Privacy Policy

1. Introduction

Lance AI, Inc. ("Lance AI," "we," "us," or "our") provides an AI-powered voice agent platform that helps hotels manage guest communications, reservations, and operations. This Privacy Policy describes how we collect, use, disclose, and protect information when you interact with our services, including when you receive SMS messages from hotels using our platform.

This Privacy Policy applies to:

• Hotel guests who receive SMS messages via Lance AI
• Hotel guests who interact with Lance AI voice agents
• Users of the Lance AI dashboard and services

By providing your phone number during hotel booking or interacting with our services, you acknowledge that you have read and understood this Privacy Policy. For questions about how a specific hotel handles your data, please contact that hotel directly.

2. Information We Collect

2.1 Information Provided by Hotels

When hotels use Lance AI to communicate with guests, we may process:

• Contact information: Phone number (required for SMS delivery), name, email address
• Reservation details: Check-in/checkout dates, room type, booking confirmation numbers
• Guest preferences: Special requests, accessibility needs, communication preferences

2.2 Information Collected Through SMS

When you receive or respond to SMS messages, we collect:

• Phone number: To deliver messages and honor opt-out requests
• Message content: Your replies (e.g., "STOP," "HELP," or support inquiries)
• Delivery data: Timestamps, delivery status, and carrier information
• Consent records: When and how you opted in to receive messages

2.3 Information Collected Automatically

When you interact with our voice agents or web services:

• Call metadata: Call duration, timestamps, and call disposition
• Voice transcripts: Transcriptions of calls for quality and training purposes
• Device information: Browser type, IP address (for web interactions only)

4. How We Use Your Information

We use the information we collect to:

• Deliver services: Send transactional SMS messages, process voice calls, and facilitate hotel operations
• Honor your preferences: Process opt-out requests, language preferences, and communication choices
• Ensure compliance: Maintain records required by TCPA, CTIA, and carrier regulations
• Prevent fraud: Detect and prevent abuse, spam, and fraudulent activity
• Improve services: Analyze anonymized patterns to improve voice agent accuracy and service quality

We never use guest data for marketing, profiling, behavioral advertising, or secondary commercial purposes.

5. How We Share Your Information

5.1 With Hotel Partners

We share guest information with the hotel that requested the communication. The hotel is the primary controller of your reservation data—contact them directly for data access or deletion requests.

5.2 With Service Providers

We use trusted service providers to deliver SMS messages (Twilio), process voice calls (LiveKit), and provide AI services (OpenAI). These providers are contractually bound to protect your data and may only use it to provide services to us.

5.3 What We Never Do

Twilio Compliance Statement: No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

5.4 Legal Requirements

We may disclose information when required by law, court order, or government request, or when necessary to protect our rights, safety, or property.

6. Data Retention

We retain different types of data for different periods based on legal requirements and operational needs:

7. Your Rights and Choices

You have the following rights regarding your personal information:

• Opt out of SMS: Reply STOP to any message at any time
• Request information: Ask what data we hold about you
• Request correction: Ask us to correct inaccurate data
• Request deletion: Ask us to delete your data (subject to legal retention requirements)

To exercise these rights, contact your hotel directly for reservation-related data, or email us at founders@lance.live for Lance AI platform data.

8. California Privacy Rights (CCPA/CPRA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act:

• Right to Know: Request disclosure of personal information collected, used, and shared
• Right to Delete: Request deletion of personal information (with certain exceptions)
• Right to Opt-Out of Sale: We do not sell personal information
• Right to Non-Discrimination: Exercise your rights without discriminatory treatment

To make a CCPA request, email founders@lance.live with "CCPA Request" in the subject line. We will verify your identity before processing requests.

9. European Privacy Rights (GDPR)

If you are located in the European Economic Area, you have rights under the General Data Protection Regulation:

• Legal basis: We process data based on legitimate interests (transactional communications) and consent (where applicable)
• Data subject rights: Access, rectification, erasure, restriction, portability, and objection
• International transfers: Data may be transferred to the United States under Standard Contractual Clauses

For GDPR requests, contact your hotel for reservation data or email founders@lance.live.

10. Security

We protect your information using:

• Industry-standard encryption (TLS 1.3) for data in transit
• AES-256 encryption for data at rest
• Regular security audits and penetration testing
• Access controls and employee training

While we implement robust security measures, no system is completely secure. If you believe your information has been compromised, contact us immediately at founders@lance.live.

11. Children's Privacy

Our services are not directed to children under 16. We do not knowingly collect personal information from children. If you believe we have collected information from a child, contact us immediately at founders@lance.live.

12. 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 at the top of this page. For significant changes affecting your rights, we may provide additional notice via email or SMS.

Your continued receipt of messages after changes constitutes acceptance of the updated policy.

13. Contact Us

If you have questions about this Privacy Policy or our data practices:

For questions about your hotel reservation or hotel-specific data practices, please contact your hotel directly.