Privacy Policy

1. Introduction

Polu ("we", "our", "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and protect your personal information when you use our service.

2. Information We Collect

2.1 Information you provide

• Account information: name, email, phone number
• Business information: company name, address, operating hours
• Payment information: processed by Stripe (we do not store card details)

2.2 Information collected automatically

• Usage data: pages visited, features used
• Device information: browser type, IP address
• Message content: SMS, WhatsApp, and other text communications you exchange with businesses using Polu
• Voice call data: metadata (phone numbers, timestamps, duration, forwarding destination), audio, and AI-generated transcripts
• Voicemail and missed-call records

3. How We Use Your Information

We use your information to:

• Provide and maintain the Service
• Process transactions and send notifications
• Improve our services based on usage
• Respond to your support requests
• Comply with legal obligations

4. Information Sharing

We do not sell your personal information. We may share data with:

• Payment processor: Stripe (handles all card transactions; we never store card numbers)
• Telecommunications carrier: Twilio (delivers SMS and voice calls)
• Other service providers: We also use trusted third parties for cloud hosting and infrastructure, AI model inference, transactional email, authentication, error monitoring, and analytics. These providers process data only as needed to deliver the Service and under contractual data-protection terms.
• Business partners: Only with your consent
• Legal authorities: When required by law

5. Data Security

We implement technical and organizational security measures to protect your data, including encryption in transit and at rest, access controls, and security monitoring.

6. Communications Privacy (SMS, WhatsApp, and Voice)

When you interact with a business using Polu via SMS, WhatsApp, or text message, we collect your phone number and message content to deliver AI-powered responses. This data is used solely to provide the service — including responding to your inquiries, sending appointment reminders, order confirmations, and customer support messages.

When you make or receive a call through a Polu-provided phone number, we collect call metadata (phone numbers, timestamps, duration, forwarding destination) and may collect call audio and AI-generated transcripts to deliver the Service. Call data is used solely to route the call, generate AI responses, send missed-call follow-ups, and provide the business owner with a record. Call recording and transcription may occur; where applicable law requires an in-call disclosure, that disclosure is provided at the start of the call.

No mobile information, including opt-in data and consent, will be shared with third parties or affiliates for marketing or promotional purposes.

We do not sell, share, or use SMS, WhatsApp, or call data for marketing or advertising purposes. Messages and calls are delivered through our telecommunications partners (including Twilio). You can stop receiving messages at any time by replying STOP. Reply HELP for assistance. Standard message and data rates may apply.

7. Data Retention

We retain your data while your account is active or as needed to provide services. You can request access to or deletion of your personal data by contacting privacy@polu.ai; we will respond within the timeframes required by applicable law.

8. Your Rights

Depending on your location, you may have the right to:

• Access your personal data
• Correct incomplete or inaccurate data
• Request deletion of your data
• Withdraw consent
• Request data portability
• Opt out of marketing communications

9. Cookies

We use essential cookies for site functionality and analytics cookies to understand how you use our service. You can control cookies in your browser settings.

10. International Data Transfers

Your data may be transferred to and processed on servers located outside your country. We ensure these transfers comply with applicable data protection laws.

11. Changes to This Policy

We may update this Privacy Policy periodically. We will notify you of significant changes via email or through the Service.

12. Contact

To exercise your rights or ask questions about privacy, contact us at: privacy@polu.ai

13. California Privacy Rights (CCPA)

California residents have additional rights under the CCPA, including the right to know what personal information is collected, request deletion, and opt out of the sale of personal information (which we do not do).