Privacy Policy

1.1 Who We Are

Front Desk AI, Inc. and its subsidiaries, affiliates, and related entities ("Front Desk," "we," "our," or "us") provides an AI-powered virtual receptionist platform for healthcare, wellness, and service-oriented businesses. The Service includes AI voice answering, appointment scheduling, two-way SMS messaging, call analytics, and multi-location management, as more fully described at https://frontdesk.care.

1.2 Definitions

• "Subscriber" means a person or entity that creates an account and subscribes to use the Service, including their authorized end users.
• "Customer" means a patron of a Subscriber's business (e.g., patients of a dental practice) that the Subscriber may contact through the Service.
• "Visitor" means any person who visits our Website or otherwise engages with us through marketing, events, or general business activities.
• "Service" means the Front Desk software platform, including the web application, APIs, AI voice systems, telephony integrations, and any related services.
• "Website" means the website at frontdesk.care and any other website owned or operated by us.
• "Personal Information" means any information that identifies or can be used to identify an individual directly or indirectly, including name, email address, phone number, payment information, and online identifiers.
• "Subscriber Data" means data submitted, stored, or accessed by a Subscriber through the Service, including Personal Information of Customers.

1.3 Scope & Consent

This Privacy Policy applies to all users of our Service, Website, and related interactions. By accessing or using the Service or Website, you signify that you have read and understood this Privacy Policy and consent to our collection, storage, use, and disclosure of your Personal Information as described herein and in our Terms of Service.

To help you review this Privacy Policy, we have organized it into sections for Subscribers (Section 2), Customers (Section 3), and Visitors (Section 4). Regardless of your role, Sections 1 and 5 apply to everyone.

2.1 Information We Collect

The information we collect depends on how you use the Service, your account settings, your location, and applicable law. The information broadly falls into these categories:

2.1.1 Information You Provide to Front Desk

• Account & business information: name, email address, phone number, mailing address, practice/business name, business type, and number of locations.
• Payment information: credit or debit card number, billing address, and associated contact information, processed securely through Stripe. We do not store full card numbers on our servers.
• Authorized user information: names, email addresses, passwords, and phone numbers of team members you invite to the Service.
• Customer data: names, contact information, appointment details, and other information about your patients or clients that you upload or enter into the Service.
• Communications: content of calls handled by the AI receptionist, text messages sent through the Service, and any communications you exchange with our support team.
• Integration data: data retrieved from third-party systems you connect to the Service (e.g., practice management systems, calendar integrations).

2.1.2 Information We Collect Automatically

• Usage information: dates and times you access the Service, features used, actions taken, and pages viewed within the platform.
• Device information: browser type, operating system, device type, screen resolution, IP address, and unique device identifiers.
• Call metadata: call duration, timestamps, caller ID information, call disposition, and AI interaction logs.
• Performance data: Service response times, error logs, and diagnostic information to help us maintain and improve the platform.

2.1.3 Information from Third Parties

• Data from third-party services you integrate with (e.g., Google Calendar, practice management systems).
• Information from our business partners, advertising networks, and analytics providers.
• Publicly available information from business directories and social media platforms.

2.2 How We Use Information

We use your Personal Information to provide the Service to you, except with your prior consent or as otherwise permitted in our agreements. Generally, we use the information we collect to:

• Develop, operate, improve, deliver, maintain, and protect the Service.
• Train, improve, and personalize our AI voice models and natural language understanding for your practice.
• Process appointments, manage scheduling, and provide call handling functionality.
• Send transactional communications (e.g., appointment confirmations, billing notices).
• Provide customer support and respond to your inquiries.
• Monitor and analyze trends and usage to enhance features.
• Detect, prevent, and address fraud, abuse, or security issues.
• Bill and collect fees and charges owed to us.
• Comply with legal requirements and respond to lawful requests by public authorities.
• Enforce our Terms of Service and other usage policies.

We do not sell your Personal Information or Subscriber Data to third parties.

2.3 How We Share Information

We only share your Personal Information for legitimate business purposes. We may share information with:

• Service providers: third-party providers who help deliver or improve the Service, including cloud hosting (Amazon Web Services), payment processing (Stripe), telephony (Twilio), AI processing (OpenAI, Hume AI), email delivery (SendGrid), and analytics services. These providers are required to maintain confidentiality and may only use data for the limited purposes for which it is provided.
• Legal requirements: when required by law, subpoena, court order, or other legal process, or when we reasonably believe disclosure is necessary to prevent harm, financial loss, or fraud.
• Business transfers: in connection with a merger, acquisition, reorganization, sale of assets, or bankruptcy, we will use reasonable efforts to ensure transferred information is treated consistent with this Privacy Policy.
• With your consent: when you direct or authorize us to share information with third parties.

We do not share your Personal Information with third parties for their direct marketing purposes.

3.1 Your Choices

The Service provides a platform through which our Subscribers may contact their Customers via phone call, text message, and appointment reminders. These communications are initiated by Subscribers and we do not control when, how, or to whom they are sent.

If you have received text messages from a Subscriber through the Service, you can opt out at any time by replying "STOP." For questions about communications sent by a Subscriber, please contact that Subscriber directly.

3.2 Information We Collect

3.2.1 Information from Subscribers. Our Subscribers may provide us with information about you, including your name, phone number, email address, appointment history, and other details necessary to provide services through the platform. This information is part of Subscriber Data and is owned and controlled by our Subscribers.

3.2.2 Information you provide. When you interact with the Service (e.g., speaking with our AI receptionist, responding to text messages, or booking appointments through our booking page), we collect the information you voluntarily provide, such as your name, contact information, and appointment preferences.

3.2.3 Automatically collected information. When you interact with the Service, we may collect call metadata, interaction timestamps, and device information.

3.3 How We Use & Share Customer Information

We collect and process Customer information solely on behalf of our Subscribers and in accordance with our agreements with them. We use this information to operate and provide the Service, including processing calls, scheduling appointments, and delivering messages.

We only share Customer information with the Subscriber(s) with whom you have a business relationship, and with our service providers solely to deliver the Service. We do not sell Customer Personal Information or use it for our own marketing purposes.

If you have questions about how a Subscriber uses your information, please contact that Subscriber directly, as we act as a data processor on their behalf.

4.1 Information We Collect

4.1.1 Information you provide. We may collect Personal Information when you use our Website to request a demo, contact us with questions, subscribe to our email list, attend an event, or apply for a job. This may include your name, email address, phone number, company name, job title, and any other information you choose to provide.

4.1.2 Automatically collected information. When you visit our Website, we use cookies and similar technologies to automatically collect browsing data, including your IP address, browser type, pages visited, referring URL, time spent on pages, and device information.

4.1.3 Information from third parties. We may obtain information about you from public databases, social media platforms, third-party data providers, and marketing partners.

4.2 How We Use Visitor Information

• Develop, operate, improve, and maintain the Website.
• Respond to your inquiries and provide requested information.
• Send marketing communications about our products, services, and events (in accordance with your preferences).
• Conduct market research and analyze Website usage trends.
• Personalize content and advertising.
• Enhance the safety and security of the Website.
• Comply with legal requirements.
• Process job applications if you apply for a role with Front Desk.

4.3 How We Share Visitor Information

We never sell your Personal Information. We may share Visitor information with third-party advertising networks and social media platforms to manage and serve targeted advertising. We may also share information with our service providers, with your consent, or as required by law. We do not share your Personal Information with third parties for their direct marketing purposes.

5.1 HIPAA Compliance

For healthcare practices, Front Desk acts as a Business Associate under the Health Insurance Portability and Accountability Act (HIPAA). We enter into Business Associate Agreements (BAAs) with covered entities and maintain administrative, physical, and technical safeguards to protect Protected Health Information (PHI).

Our HIPAA compliance measures include:

• AES-256 encryption at rest for all data
• TLS 1.2+ encryption for all data in transit
• Role-based access controls with principle of least privilege
• Comprehensive audit logging of all PHI access
• Employee training on HIPAA compliance and data handling
• Regular risk assessments and security reviews

Information we receive about Customers of our Subscribers, or Protected Health Information as defined by HIPAA, will not be used for AI model training, development, or other purposes unless Front Desk has secured proper agreements from the necessary parties. See our HIPAA Compliance page for full details.

5.2 Artificial Intelligence (AI)

Front Desk uses AI technology to power its virtual receptionist, call handling, and appointment scheduling features. Data that Front Desk collects from Subscribers may be used to build, train, improve, or assist in building AI-related products and services, or may be used in AI services that Front Desk utilizes internally.

Customer data and Protected Health Information will not be used for AI model training or development unless Front Desk has obtained proper authorization and agreements from the necessary parties. Any such use will be consistent with all applicable data privacy laws and our Business Associate Agreement obligations.

5.3 Cookies & Tracking Technologies

We and our third-party partners may use cookies, pixels, web beacons, and similar tracking technologies to automatically collect certain device and usage information when you interact with the Service, the Website, or our emails. This information includes your IP address, browser type, device type, operating system, pages visited, and interaction data.

We use tracking technologies to:

• Remember your preferences and settings so you do not have to re-enter them
• Provide personalized content and information
• Monitor the effectiveness and performance of the Service and Website
• Aggregate metrics such as total visitors, traffic, and usage patterns
• Diagnose and fix technical problems

Most browsers allow you to change your cookie settings to notify you when a cookie is set, disable existing cookies, or automatically reject cookies. Please note that disabling cookies may negatively impact your experience with the Service or Website.

5.4 Third-Party Advertising & Analytics

We may share, or permit third-party advertising networks and analytics services to collect, information about your use of the Website. This information is used to deliver relevant advertisements and analyze Website performance.

The third-party services we may use include:

You may opt out of interest-based advertising by visiting www.aboutads.info/choices or www.networkadvertising.org/choices.

5.5 Data Retention

We retain your Personal Information only for as long as reasonably necessary to fulfill the purposes for which it was collected, including to satisfy contractual, legal, regulatory, tax, accounting, or reporting requirements.

• Account data: retained for as long as your account is active and for up to 30 days after account deletion, except where longer retention is required by law.
• Call recordings: retained per your configured retention policy (default: 90 days). You may adjust this in your account settings.
• Call transcripts and logs: retained for the duration of your subscription and for 30 days after termination.
• Anonymized/aggregated data: we may retain de-identified or aggregated data indefinitely for analytics and product improvement purposes.

Subscriber Data is retained, stored, and deleted according to our agreements with Subscribers and applicable law.

5.6 Data Security

Front Desk takes appropriate and reasonable technical and administrative measures to protect Personal Information from loss, misuse, unauthorized access, disclosure, alteration, and destruction. Our security measures include:

• AES-256 encryption at rest for all stored data
• TLS 1.2+ encryption for all data in transit
• Infrastructure hosted on Amazon Web Services (AWS) with SOC 2 compliance
• Role-based access controls and principle of least privilege
• Regular security audits and vulnerability assessments
• Multi-factor authentication support
• Automated threat detection and monitoring
• Employee security training and background checks

No system is impenetrable, and we cannot guarantee absolute security. In the event of a data breach, we will take reasonable steps to investigate and, where required by applicable law, notify affected individuals and authorities in accordance with applicable data breach notification laws.

For Subscribers, our security and data breach notification obligations with respect to Subscriber Data are specified in our agreements with the Subscriber (including the BAA where applicable). Each Subscriber is responsible for the privacy and security of its data maintained through the Service and for compliance with applicable data protection laws.

5.7 International Transfers

We are located and operate in the United States, and your information will be transferred to, stored in, and processed in the United States. We may also transfer data to other countries in connection with storage, processing, fulfilling your requests, and operating the Service.

By providing information to us, you consent to such transfer, storage, and processing. While your information is outside of your home country, it is subject to the laws of the country in which it is located and may be subject to disclosure to governments, courts, or law enforcement pursuant to such laws.

5.8 Your Rights & Choices

Depending on your location and applicable law, you may have the following rights regarding your Personal Information:

• Access: request a copy of the Personal Information we hold about you.
• Correction: request that we correct inaccurate or incomplete Personal Information.
• Deletion: request that we delete your Personal Information, subject to certain exceptions.
• Portability: request your data in a structured, commonly used, machine-readable format.
• Opt-out of marketing: unsubscribe from marketing emails by clicking the "unsubscribe" link or contacting us.
• Restrict processing: request that we restrict the processing of your Personal Information in certain circumstances.

To exercise any of these rights, please contact us at privacy@frontdesk.care. We may require proof of your identity before processing your request.

Customers: If you are a Customer of one of our Subscribers, please direct requests regarding your Personal Information to the Subscriber with whom you have a business relationship, as we process your data on their behalf.

5.9 California Privacy Rights (CCPA)

If you are a California resident, the California Consumer Privacy Act ("CCPA") provides you with specific rights regarding your personal information:

• The right to know what personal information is collected, used, shared, or sold.
• The right to delete personal information held by us, subject to certain exceptions.
• The right to opt out of the sale or sharing of personal information.
• The right to correct inaccurate personal information.
• The right to non-discrimination for exercising your privacy rights.

We do not sell personal information as defined by the CCPA.

If you are a Customer, please direct CCPA requests to the Subscriber with whom you have a direct relationship, as we process Customer data on behalf of our Subscribers.

To exercise your CCPA rights, please contact us at privacy@frontdesk.care. We will respond to verifiable consumer requests within 45 days, with a possible extension of an additional 45 days if reasonably necessary.

The following table summarizes categories of personal information we may have collected in the preceding 12 months:

5.10 Links to Third-Party Websites

The Service and Website may contain links to third-party websites or services not owned or controlled by Front Desk. We are not responsible for the privacy practices of those websites. We encourage you to review the privacy policy of any site you visit.

5.11 Children's Privacy

The Service and Website are intended for use by adults only. We do not knowingly solicit or collect Personal Information from children under the age of 13. If we learn that Personal Information has been inadvertently collected from a child under 13, we will delete it as soon as possible. If you are a parent or guardian and believe your child has provided us with Personal Information, please contact us at privacy@frontdesk.care.

5.12 SMS / Text Messaging

Front Desk AI, Inc. ("Front Desk," "we," "us") may send SMS (Short Message Service) and MMS (Multimedia Message Service) text messages to phone numbers you provide through our website forms, signup flow, or during interactions with our team. By providing your phone number and opting in, you consent to receive text messages from Front Desk.

Types of Messages

• Transactional / Informational: Account notifications, appointment confirmations, onboarding instructions, demo follow-ups, product updates, and customer care communications.
• Promotional / Marketing: Special offers, product announcements, newsletters, and re-engagement messages. You will only receive marketing messages if you have separately and explicitly opted in.

Message Frequency

Message frequency varies. Transactional messages are sent as needed based on your account activity. Marketing messages are typically sent 1–5 times per month.

Costs

Message and data rates may apply depending on your mobile carrier and plan. Front Desk does not charge for sending text messages, but standard carrier rates apply.

Opt-Out

You may opt out of receiving text messages at any time by replying STOP to any message you receive from us. After opting out, you will receive a single confirmation message and no further texts will be sent. To re-subscribe, reply START.

Help

For help with our text messaging program, reply HELP to any message or contact us at help@frontdesk.care.

Consent

Consent to receive text messages is not a condition of purchase or use of our services. You may use Front Desk without opting in to text messages. Consent for marketing messages is collected separately from transactional message consent and is always optional.

Supported Carriers

Carriers are not liable for delayed or undelivered messages. Compatible with most major U.S. carriers including AT&T, Verizon, T-Mobile, Sprint, and others.

5.13 Changes to This Policy

We reserve the right to change this Privacy Policy at any time. When we make material changes, we will update the "last updated" date at the top of this page and provide prominent notice as appropriate (for example, by posting a notice on the Service or sending an email). Your continued use of the Service or Website after any changes constitutes your acceptance of the updated Privacy Policy.

5.14 Contact Us

If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at:

Front Desk AI, Inc.
Privacy Office
Email: privacy@frontdesk.care
Website: frontdesk.care