Privacy Policy

Last updated: July 30, 2026

Introduction

This Privacy Policy explains what information Acumen collects when a business subscribes to the Service, and when that business's customers interact with the Service, and how that information is used, shared, and protected. It forms part of Acumen's Terms of Service.

1. Who This Policy Covers

Two groups of people interact with Acumen's systems:

• Subscribing businesses ("you"), who purchase and configure the Service.
• End customers, the people who contact a subscribing business through the Service by chat, form, text, email, voice call, or social message.

This policy covers both.

2. Our Role, and Yours

For information about a subscribing business and its account, Acumen decides how that information is used and is the controller of it.

For information about your end customers, your business decides why the information is collected and what happens to it. Your business is the controller (and the "business" under the California Consumer Privacy Act), and Acumen acts as your processor and service provider, handling that information on your instructions to deliver the Service. Acumen does not use your customers' information for its own independent commercial purposes, and does not sell it.

This distinction matters in practice: if one of your customers asks to see or delete what is held about them, that request belongs to your business, and Acumen will support you in fulfilling it.

3. Information We Collect

From subscribing businesses: contact details, business name and website, billing information (handled by our checkout provider, see Section 6), and the configuration information you provide, such as services offered, hours, qualification rules, and approved answers.

From your end customers, through the Service: name, phone number, email address, and the content of their conversation with the Service, whether by text, form submission, or voice call.

Voice and conversation data. When an end customer interacts with a voice-enabled instance of the Service, they are told at the start of the call that they are speaking with an AI assistant and, where recording occurs, that the call is recorded. Voice conversations may be recorded and transcribed in order to answer, qualify, and book the enquiry, and to maintain the reliability and quality of the Service. This information is written to the subscribing business's own customer record system as part of delivering the Service.

Automatically, from anyone using a Service-connected page: standard technical information such as IP address, browser type, device information, and general usage data, collected for security, rate limiting, and reliability. Acumen's own website may use cookies and similar technologies for basic analytics and functionality; most browsers allow you to refuse or delete cookies, though some features may not work correctly if you do.

4. How We Use Information

Information is used to operate the Service: answering and qualifying enquiries, booking appointments and sending reminders, following up on stalled conversations, generating the reports and summaries provided to subscribing businesses, billing, providing support, and maintaining the security, reliability, and quality of the platform. We do not sell personal information, and we do not share it for cross-context behavioral advertising.

5. AI Data Processing

Where the Service uses AI to process personal information, Acumen:

• Does not use AI to make decisions producing legal or similarly significant effects on a person without appropriate human oversight, and will provide human review on request.
• Applies data minimization, so AI components process only what is reasonably necessary to perform their function.
• Will not use your confidential business information or your customers' personal information to train general-purpose AI models, and contractually restricts its providers from doing so.
• Applies access controls and encryption in transit and at rest to data processed by AI components, including voice recordings and transcripts.

6. Service Providers (Subprocessors)

Acumen uses the following categories of third-party providers to deliver the Service. Each processes information only as needed to perform its function, under contractual obligations to protect it and to delete or return it at the end of the engagement:

• CRM and communication platform, for contact records, chat widgets, forms, and messaging.
• Voice AI platform, for handling and transcribing voice conversations where the purchased level includes phone coverage.
• Checkout and payments provider, for subscription billing. Acumen does not receive or store full payment card numbers.
• Infrastructure and hosting providers, for the underlying technical systems, including the authentication tokens needed to start a voice session.

A current list of named subprocessors is available to subscribing businesses on request.

7. Retention

Configuration data and conversation records are retained while your subscription is active and for a reasonable period afterward for record keeping, dispute resolution, and legal purposes. Voice recordings and transcripts are retained no longer than necessary for those purposes. You may request earlier deletion, and Acumen will comply except where retention is required by law or necessary to establish or defend a legal claim. Anonymized or aggregated data that no longer identifies any person may be retained for analysis and service improvement.

8. Your Rights

Subject to applicable law, subscribing businesses may request to access, correct, delete, restrict the processing of, or receive a portable copy of personal information Acumen holds about them, and may withdraw consent where processing is based on consent. Acumen will not discriminate against you for exercising these rights.

End customers should direct requests about their own information to the business they contacted, which controls that information. Acumen will assist that business in responding.

To exercise a right, contact [email protected]. Acumen may take reasonable steps to verify identity before acting on a request, and will respond within the time required by applicable law.

9. California Privacy Rights

California residents have rights under the California Consumer Privacy Act, as amended, including the right to know the categories and specific pieces of personal information collected, the right to correction, the right to deletion, the right to limit the use of sensitive personal information, the right to opt out of sale or sharing, and the right not to be discriminated against for exercising these rights.

Acumen does not sell personal information and does not share it for cross-context behavioral advertising. With respect to end-customer information, Acumen acts as a service provider to the subscribing business and processes that information only for the business purposes set out in its contract with that business.

10. Text Messages and Email

Where the Service sends texts or emails on a subscribing business's behalf to that business's own customers, opt-out and consent information is not shared with any third party other than the aggregators and providers necessary to deliver the message, and is never shared or sold for unrelated marketing purposes. Recipients may stop texts at any time by replying STOP, and may unsubscribe from emails using the method included in the message.

11. Call Recording

Where a subscribing business enables call recording, the Service discloses the recording at the start of the call, before the conversation proceeds. Several states require the consent of all parties to record a call. Each subscribing business is responsible for confirming that recording, as configured for its business, is lawful where its customers are located, and may instruct Acumen to disable recording.

12. Sensitive Information

Please do not submit sensitive personal information, such as government identification numbers, health information, or financial account credentials, through the Service unless it is directly necessary for the service being configured. Acumen does not support insurance, lending, investment, medical spa, or healthcare businesses (see the Terms of Service), and does not offer a HIPAA business associate agreement, so protected health information and financial account credentials should not flow through the Service at all. If such information is submitted inadvertently, Acumen will limit its use and support its deletion on request.

13. Security and Breach Notification

Acumen applies reasonable technical and organizational measures to protect information handled by the Service, including access controls on customer records, encryption in transit and at rest, and secure handling of the credentials required to operate voice and messaging sessions. No system is completely secure, and no method of transmission or storage can be guaranteed.

If Acumen becomes aware of a security breach affecting your data or your customers' data, Acumen will notify you without undue delay and, in any event, promptly enough for you to meet your own notification obligations, and will provide the information reasonably needed to assess and respond to the incident.

14. Where Data Is Processed and Accessed

acumenhq, LLC is a Delaware limited liability company. The platforms and infrastructure providers used to deliver the Service store and process data on servers located in the United States.

Acumen's personnel access these systems from outside the United States in the course of configuring, operating, and supporting the Service. By using the Service, you acknowledge and instruct that data may be accessed from outside the United States for these purposes, subject to the access controls and confidentiality obligations described in this policy.

15. Children's Information

The Service is intended for use by businesses and their adult customers. It is not directed at children, and Acumen does not knowingly collect personal information from children under 13. If Acumen learns that it has collected such information, it will delete it.

16. Changes to This Policy

This Privacy Policy may be updated from time to time. Material changes will be communicated to active subscribers before taking effect, and the date at the top of this page will be updated.

17. Contact

Questions about this Privacy Policy, and requests relating to personal information, can be sent to [email protected].