Privacy Policy

This Privacy Policy explains how PracticeLine AI ("PracticeLine AI," "we," "us," or "our") collects, uses, discloses, and protects personal information when you visit our website, request a demo, communicate with us, or use our services.

This Privacy Policy does not replace any separate Business Associate Agreement, Data Processing Addendum, or other contract that may apply to specific customer relationships.

1. Scope

This Privacy Policy applies to personal information we collect through:

• our website and landing pages;
• demo requests, forms, and sales communications;
• our software, dashboards, and integrations;
• voice, text, and related communications processed through our services; and
• support, billing, and account administration interactions.

2. Information We Collect

We may collect the following categories of information:

a. Information you provide directly

• name, email address, phone number, company name, role, and contact details;
• account registration and login information;
• billing and payment information;
• support requests, communications, and survey responses;
• scripts, knowledge base content, configuration settings, appointment data, business policies, and other materials you submit to the Services.

b. Information collected through use of the Services

• call metadata, transcripts, summaries, recordings, disposition data, routing outcomes, appointment details, and analytics;
• lead information, patient contact details, communication history, and booking outcomes;
• insurance or eligibility information submitted through workflows configured by customers;
• user activity logs, device information, browser type, IP address, approximate location, session data, and similar technical information.

c. Information from third parties

• data from integrations such as calendars, scheduling tools, CRMs, phone systems, clearinghouses, payment providers, and practice management systems;
• marketing, referral, or event lead information;
• publicly available business information.

3. How We Use Information

We may use personal information to:

• provide, operate, maintain, and improve the Services;
• process communications, calls, appointments, and workflows;
• authenticate users and secure accounts;
• provide customer support and respond to inquiries;
• send transactional messages, service updates, and administrative notices;
• monitor performance, usage, reliability, and security;
• investigate fraud, abuse, security incidents, or legal violations;
• comply with legal obligations and enforce our agreements; and
• market our Services where permitted by law.

Where permitted, we may also use aggregated and de-identified information for analytics, benchmarking, product improvement, and business operations.

4. Legal Bases for Processing

Where applicable data protection law requires a legal basis for processing, we may process personal information based on:

• performance of a contract;
• legitimate interests, such as operating, securing, and improving our Services;
• compliance with legal obligations; and
• consent, where required.

Where we process personal information on behalf of a customer, that customer may act as the controller or covered entity, and PracticeLine AI may act as a processor or service provider, depending on the context and applicable law.

5. How We Disclose Information

We may disclose personal information:

• to service providers, subprocessors, and contractors who help us operate the Services;
• to integration partners and vendors at your direction;
• to telecommunications carriers, cloud providers, analytics providers, and infrastructure vendors;
• in connection with a merger, acquisition, financing, or sale of assets;
• to comply with law, regulation, court order, or lawful government request; and
• to protect the rights, safety, and security of PracticeLine AI, our customers, users, or others.

We do not sell personal information for money. If applicable law treats certain targeted advertising or sharing practices as a "sale" or "sharing," you may have rights to opt out as described below.

6. Healthcare and Sensitive Information

Some customers may use PracticeLine AI in connection with healthcare operations, which may involve sensitive information, including health-related data or protected health information. Where PracticeLine AI acts as a business associate or processor for a healthcare customer, our processing of that information may be governed by separate contractual obligations, including a BAA or DPA.

Customers are responsible for determining what information they submit to the Services and for providing required notices and obtaining required consents.

7. Cookies and Similar Technologies

We may use cookies, pixels, SDKs, and similar technologies to operate our website, remember preferences, measure traffic, analyze usage, and support marketing efforts.

You can control cookies through your browser settings and, where available, through cookie consent tools on our website. Blocking some cookies may affect website functionality.

8. Data Retention

We retain personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide the Services, comply with legal obligations, resolve disputes, enforce agreements, and maintain business records.

Retention periods may vary depending on the type of information, customer settings, contractual terms, legal requirements, and operational needs.

9. Data Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information. However, no security measure is perfect, and we cannot guarantee absolute security.

10. International Data Transfers

PracticeLine AI may process and store information in the United States and other countries where we or our service providers operate. These countries may have data protection laws that differ from those in your jurisdiction.

Where required by law, we will use appropriate safeguards for cross-border data transfers.

11. Your Rights and Choices

Depending on your jurisdiction, you may have rights to:

• access personal information;
• correct inaccurate information;
• request deletion of information;
• object to or restrict certain processing;
• withdraw consent where processing is based on consent;
• request portability of certain data; and
• opt out of certain marketing communications or targeted advertising.

We may need to verify your identity before fulfilling a request. We will not discriminate against you for exercising rights provided by law.

12. U.S. State Privacy Rights

Residents of certain U.S. states may have additional privacy rights under applicable law, including rights to know, access, delete, correct, and opt out of certain types of processing. You or your authorized agent may submit requests using the contact details below.

If you use our Services through a business customer, we may direct your request to that customer where they control the relevant data.

13. European, UK, and Similar Privacy Rights

If you are located in the European Economic Area, the United Kingdom, or another jurisdiction with similar data protection laws, you may have rights to access, rectify, erase, restrict, object, or request portability of your personal data, and to lodge a complaint with a supervisory authority.

14. Children's Privacy

The Services are not directed to children, and we do not knowingly collect personal information directly from children through our website for consumer purposes. To the extent customer-submitted data includes minors' information in healthcare or scheduling contexts, such information is processed solely on behalf of the relevant customer under applicable law and contractual terms.

15. Third-Party Links and Services

Our website and Services may contain links to third-party websites or integrations. We are not responsible for the privacy or security practices of third parties.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we will post the revised version with an updated effective date and may provide additional notice where required.