Privacy Policy
This Privacy Policy explains how Nelly Visions LLC, doing business as Nelai (“Nelai,” “we”), collects, uses and shares information through our website (nelai.us), our demo line, and the Nelai AI receptionist service.
The short version: We collect what we need to answer calls, book appointments and run our business. We don’t sell personal information. We never share your mobile number or text-messaging consent with anyone for their marketing.
1. Information we collect
From our clients (businesses that use Nelai)
- Business and contact details: business name, owner name, phone, email, address and service details you provide for setup.
- Billing information: processed by Stripe. We do not store full card or bank account numbers.
From callers
- When someone calls a business that uses Nelai, or calls our demo line, we receive the caller’s phone number, the call audio and transcript, and anything the caller shares (such as their name, what they need and preferred appointment time).
- Calls are recorded and transcribed. A recording notice is given at the start of the call.
From website visitors
- Basic technical information our hosting provider (Cloudflare) collects to deliver and protect the site, such as IP address, browser type and pages visited.
- Anything you send us by text, call or email.
2. How we use information
- To answer calls, book appointments and send confirmations, call summaries and lead alerts.
- To set up, support, secure and improve the Service.
- To bill clients and communicate about their accounts.
- To respond to questions and sales inquiries.
- To comply with law and protect our rights.
For our clients’ callers, we process information on behalf of that client business to provide the Service to them.
3. How we share information
We do not sell or rent personal information. We share it only:
- With the business you called, so they can serve you (for example, your name, number, request and booking).
- With service providers that help us run the Service, under confidentiality obligations. These include voice AI and telephony providers (such as Retell AI and its carriers), calendar and scheduling tools (such as Cal.com and the client’s connected calendar), payment processing (Stripe), email, and website hosting (Cloudflare).
- When required by law or to protect the rights, safety or property of anyone.
- In a business transfer, such as a merger or sale, subject to this policy.
4. Text messaging and mobile information
We send text messages only to people who request them or who are our clients, for example appointment confirmations, booking details and lead alerts. Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time and HELP for help.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All of the categories of sharing described above exclude text-messaging originator opt-in data and consent; this information will not be shared with any third parties.
5. How long we keep information
We keep call recordings, transcripts and lead details for as long as needed to provide the Service to our client and for reasonable record-keeping, and generally no longer than 12 months after a client cancels, unless the law requires longer or the client asks us to delete it sooner. Billing records are kept as required for tax and accounting.
6. Security
We use reasonable administrative, technical and physical safeguards and trusted providers to protect information. No system is perfectly secure, so we cannot guarantee absolute security.
7. Your choices
- You can ask us to access, correct or delete personal information we hold about you by emailing [email protected]. If your information came from a call to one of our clients, we may refer your request to that business.
- You can opt out of texts at any time by replying STOP.
8. Health information
Nelai is not configured to handle protected health information under HIPAA unless we have signed a Business Associate Agreement with the client. Please don’t share sensitive health, financial or identification details on a call.
9. Children
The Service is for businesses and is not directed to children under 13. We do not knowingly collect personal information from children.
10. Changes
We may update this policy. The effective date at the top shows when it last changed. Material changes will be posted here and, for active clients, sent by email or text.
11. Contact
Nelly Visions LLC (d/b/a Nelai) · Pasco County, Florida
[email protected] · (727) 534-3074