Privacy Policy

Effective Date: May 6, 2026 · Last Updated: May 6, 2026

Hello Lucia, Inc. and its respective operating entities (“Hello Lucia,” “Lucia,” “we,” “us,” or “our”) are committed to respecting and safeguarding your privacy. This Privacy Policy details our practices regarding the collection, use, disclosure, and protection of personal information when you visit HelloLucia.ai, submit inquiries, join a waitlist, use our software, or interact with Lucia-powered services.

Lucia provides an operational intelligence system designed for hospitality operators, property owners, teams, and their guests. As we process a wide range of operational, booking, and communication data, we treat privacy as integral to our product infrastructure.

This Policy does not supersede any written customer agreement, data processing agreement, or service-specific terms established between Hello Lucia and our business customers.

1. Information We Collect

We collect information to deliver, support, and enhance our services.

Information You Provide Directly

You may provide us with personal information when you interact with our services, including:

• Name, email address, and phone number
• Company or property name and job title
• Waitlist, demo, onboarding, or support details
• Messages submitted to us and information provided via online forms
• Account setup and authentication credentials
• Feedback, survey responses, or evaluation materials

Product and Operational Information

When customers use Lucia in the context of a property or hospitality operation, we may process:

• Property details and booking context
• Guest arrival and departure information
• Maintenance and concierge requests
• Tasks assigned to owners or operators
• Internal notes and message content
• Communications via SMS, WhatsApp, or email
• Images, attachments, and other media
• Operational summaries, recommendations, and AI-generated responses

AI Interaction Information

To optimize our system, Lucia processes:

• Prompts or questions submitted to Lucia
• Model-generated responses and evaluation data
• Quality review notes and user feedback on answers
• System-generated summaries, classifications, or recommendations

This information is used solely to operate, improve, test, and secure Lucia. We do not use customer operational data to train third-party foundational models unless specifically permitted by customer agreement, expressly authorized by you, or otherwise disclosed.

Automatically Collected Information

When you visit our website or use our services, we may automatically collect:

• IP address, browser type, and device type
• Operating system and referring URLs
• Pages visited, timestamps, and usage events
• Diagnostic logs and error reports
• Approximate geographic location derived from your IP address
• Data obtained through cookies and similar technologies

2. How We Use Information

We use personal information to:

• Provide, operate, and improve Hello Lucia services
• Respond to inquiries, demo requests, and support communications
• Authenticate users and safeguard accounts
• Process operational messages, tasks, requests, and property signals
• Generate and provide AI-assisted operational guidance
• Test and enhance the quality, safety, and reliability of Lucia
• Monitor service performance and resolve technical issues
• Detect, prevent, and address abuse, fraud, security incidents, or technical concerns
• Inform you of product updates, service changes, and administrative matters
• Fulfill legal obligations and enforce our agreements
• Create aggregated or de-identified analytics

We are committed to using personal information in a manner that is proportionate to, and consistent with, the service’s operational purpose.

3. AI-Assisted Processing

Lucia utilizes AI and model-assisted systems to interpret operational context and deliver relevant guidance. AI-assisted processing may be used to:

• Summarize operational signals
• Classify intent
• Prioritize tasks
• Draft operator-facing responses
• Evaluate response quality
• Improve product reliability
• Reduce operational noise and decision burden

AI-generated outputs are intended to support—rather than replace—human decision-making. Designated individuals remain responsible for reviewing recommendations and making final operational decisions. We do not warrant that AI-generated responses are always complete, accurate, or suitable for every context.

4. Customer, Guest, and Operator Data

Hello Lucia may process personal information on a business customer’s behalf. In these instances, the customer determines what data is submitted to Lucia and defines its use.

Examples of data include:

• Guest names and contact details
• Reservation information and context
• Arrival and departure notes
• Maintenance and concierge requests
• Communications involving staff, owners, or vendors

If your information has been submitted to Lucia by a property owner or operator and you wish to exercise your privacy rights, please direct your inquiry to the submitting party. We will assist them as required and appropriate.

5. How We Share Information

To maintain and improve our services, we may share information as described below.

Service Providers

We engage reputable service providers to host, secure, operate, and support Lucia, including:

• Application hosting, databases, and storage
• Security, authentication, and error monitoring
• AI model execution
• Routing for SMS, WhatsApp, and email
• Analytics and product diagnostics

These providers are authorized to process personal information solely as necessary and are subject to contractual confidentiality and security obligations.

Customer-Authorized Integrations

We may share information with integrations, vendors, property teams, or recipients authorized by a customer, such as maintenance vendors, concierge partners, or communication services.

Legal and Safety Requirements

We may disclose personal information if, in good faith, we believe such disclosure is necessary to:

• Comply with applicable law, regulation, subpoena, or court order
• Protect the rights, property, or safety of Hello Lucia, our users, guests, customers, or others
• Investigate or prevent security incidents, fraud, or misuse
• Enforce our agreements and policies

Business Transfers

In the event of a merger, acquisition, financing, restructuring, sale of assets, or similar transaction, information may be transferred as part of the transaction, provided appropriate confidentiality and privacy protections remain in place.

6. Selling or Sharing Personal Information

We do not sell personal information. We also do not knowingly share personal information for cross-context behavioral advertising as defined by applicable California law. If our data practices change, we will update this Privacy Policy and offer any choices required by law.

7. Cookies and Similar Technologies

We use cookies, pixels, local storage, and related technologies to:

• Operate our website efficiently
• Retain user preferences
• Secure sessions
• Analyze site traffic and usage trends
• Enhance user experience
• Diagnose technical issues
• Measure performance and improve our products

You may manage cookie preferences through your browser settings; however, certain features may not function as intended if cookies are disabled.

8. Data Retention

Personal information is retained for as long as is reasonably necessary to fulfill the purposes outlined in this Policy, including:

• Service delivery and account maintenance
• Historical operation records
• Legal compliance
• Dispute resolution
• Enforcement of agreements
• Security and audit documentation
• Quality and reliability improvements

Retention periods may vary depending on data type, contractual terms, legal obligations, and operational needs. When data is no longer required, it will be deleted, de-identified, or aggregated, where practicable.

9. Security

We implement administrative, technical, and organizational safeguards to protect your personal information. These measures may include access and authentication controls, logging, continuous monitoring, and secure hosting. While no security system is infallible, we are dedicated to protecting information in accordance with its sensitivity and operational value.

10. International Processing

Hello Lucia is headquartered in the United States. Information may be processed in the United States and in other jurisdictions where we or our service providers are located. If you use our services from outside the United States, your information may be transferred to, stored in, or processed in countries that may have different data protection standards. We rely on legally recognized safeguards, where required, for such transfers.

11. Your Privacy Rights

Depending on your place of residence, you may be entitled to rights such as:

• Accessing personal information we hold about you
• Correcting inaccurate or incomplete information
• Requesting deletion of your personal information
• Requesting a copy or transfer of your data
• Objecting to or restricting certain types of processing
• Opting out of specific marketing communications
• Opting out of the sale or sharing of personal information, where applicable
• Limiting the use of sensitive personal data, where applicable
• Appealing a denied privacy request, as provided by law

To exercise these rights, please contact us at privacy@hellolucia.ai. We may require verification of your identity prior to fulfilling your request. We do not discriminate against individuals for exercising their privacy rights.

12. California Privacy Notice

This section applies to California residents as required by the California Consumer Privacy Act (CCPA).

Categories of Personal Information We Collect

• Identifiers: Name, email, phone number, IP address, used for account setup, communication, authentication, and support
• Customer records: Contact and account details, for service provision and compliance
• Commercial information: Demo requests, customer relationship details, product usage context, used in sales, onboarding, and service delivery
• Internet or network activity: Device type, browser data, usage logs, for security, analysis, and service improvement
• Geolocation data: Location approximated from IP address, for security and localization
• Audio, visual, or electronic information: Messages, images, or attachment content, for operational workflows
• Professional or employment information: Company or role details, for sales and account management
• Inferences: Product usage, operational summaries, for AI-assisted operational guidance
• Sensitive personal information: Only if voluntarily provided during operational communications, used for requested services, safety, and context

We do not use sensitive personal information to infer characteristics about you.

Sources of Personal Information

We may collect personal information from:

• You directly
• Business customers and their authorized users
• Property operators, guests, or vendors interacting via connected channels
• Service providers and authorized integrations
• Automated website and platform technologies

Disclosure of Personal Information

We may share the categories listed above with service providers, customer-authorized recipients, professional advisers, legal authorities, or in connection with business transfers, as outlined in this Policy.

California Rights

Under California law, residents may have the right to:

• Know what personal information we collect, use, disclose, sell, or share
• Access their personal information
• Delete certain personal information
• Correct inaccurate data
• Opt out of the sale or sharing of personal information
• Limit the use of sensitive personal information
• Exercise these rights without discrimination

We do not sell personal information or knowingly share it for cross-context behavioral advertising.

13. European Economic Area, United Kingdom, and Similar Regions

If you are located in the EEA, United Kingdom, Switzerland, or other jurisdiction with similar data protection regulations, our legal bases for processing your personal information include:

• Performance of a contract with you or your organization
• Our legitimate interests, such as service operation, reliability enhancement, and security
• Your consent, where applicable
• Compliance with legal obligations
• Protection of vital interests, when appropriate

You have the right to request access, rectification, deletion, restriction, or objection to processing, as well as portability of your personal data. You may also lodge complaints with your local data protection authority.

14. Marketing Communications

If you request information, join a waitlist, or interact with our team, you may receive marketing communications. You may opt out of such communications at any time using the unsubscribe link provided or by contacting us directly. Please note that we may continue to send non-marketing communications related to your account or our services.

15. Children’s Privacy

Hello Lucia is not directed toward children under the age of 13, and we do not knowingly collect personal information from children under 13. If we learn that such information has been collected without proper consent, we will promptly take steps to delete it.

16. Third-Party Websites and Services

Our website or services may reference or link to third-party websites, platforms, or integrations. We are not responsible for the privacy practices of such third parties. Please review their privacy policies before submitting any personal information to them.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Updates will be posted with the “Last Updated” date noted above. Where required by law, we will provide additional notice of material changes. Continued use of our website or services after any update constitutes your acknowledgment of the revised Policy.

18. Contact Us

For any privacy-related questions or to exercise your rights, please contact:

Hello Lucia
Email: privacy@hellolucia.ai