Privacy Policy

Our role

For Customer account information and our website, we decide how information is used. For Lead information, we act on behalf of the Customer the Lead dealt with: the Customer decides what to collect and how to use it, and we process it to provide the Service to them (as a “service provider” or “processor” under privacy laws). If you are a Lead, the business you contacted is your first point of contact about your information.

Information we collect

From Customers and their team members

• Account details: name, email, password or Google sign-in, business name, service area, and branding.
• Billing: plan and payment status. Card details are collected and held by Stripe, not by us.
• Connected accounts: sign-in tokens and credentials for services you connect (such as Google Ads, Meta, Google Calendar, Calendly, Acuity Scheduling, Cal.com, GoHighLevel, Setmore, Cliniko, HubSpot, TidyCal, SavvyCal, YouCanBookMe, SimplyBook.me, IntakeQ, Healthie, vcita, Follow Up Boss, Wix, Microsoft 365, Jobber, Zoho, Stripe, PayPal, Square, QuickBooks Online, Xero, FreshBooks, Zoho Books, Sage Accounting, Wave, Twilio, your email account, Slack, and Telegram), stored encrypted.
• Puffly Financials (Enterprise plan): employee names, hours, pay rates and pay periods, invoices and expenses that you enter or import. Time exports reach us by email to your workspace’s own time address or from a folder in your OneDrive, and are passed straight to Puffly Financials without being kept by the main Puffly app. We do not collect Social Security numbers or bank account numbers. If you connect QuickBooks Online and approve a push, we send employee hours to your QuickBooks as time entries.
• Your use of Puff: messages you send to our AI assistant, notes it remembers for you, and your settings.
• Device and alert settings: push notification subscriptions (a browser address and keys) on devices where you turn them on.
• Age check: your date of birth, asked at sign-up (or the first time you sign in after we added the check) to confirm you are old enough to use the Service. We use it only for that check and do not store it. We keep only a record that the check was passed or failed.
• How you found us: if you accept analytics cookies, the campaign tags, referring site, and first page of your first visit, saved with your account when you sign up.

About Leads, on behalf of Customers

• Contact and request details: name, email, phone number, the service wanted, location or ZIP code, notes, and anything else a Lead enters on a Customer’s form, booking page, quote, or ad form.
• Appointments and quotes: booked times and details, and the name given when accepting a quote.
• Calls: the caller’s number and call details. If the Customer uses Puff Voice, what the caller says to the assistant and a transcript of the call. If the Customer turns on call recording, a recording (kept in the Customer’s own Twilio account), a transcript, and an AI summary.
• Text messages and email replies: messages a Lead sends to the Customer’s number or replies to the Customer’s emails.
• Consent records: whether a Lead agreed to texts or unsubscribed, and when.
• From advertising platforms: when a Customer connects Meta or Google, the details a Lead enters on that Customer’s lead ad form.
• From public sources: when a Customer uses lead generation, publicly listed business details (name, address, listed phone, and website) from directories and maps, and public posts asking for a service, with any email or phone number in a post removed.

From website visitors

• Technical data: IP address, browser, and pages visited, used to run and secure the Service. Where we keep an IP address for abuse prevention, we store it only as a one-way hash.
• Analytics: Google Analytics and the Meta pixel measure page views and signups only if you accept analytics cookies, and never when your browser sends Global Privacy Control. PostHog, and the campaign cookie saved on your account, run only if you accept analytics cookies. Details are under Cookies below.

How we use information

• Provide, maintain, and secure the Service and its CRM, forms, booking, quoting, calling, texting, and reporting features.
• Alert Customers to new Leads by email, text, push notification, Slack, or Telegram, as each team member chooses.
• Prepare suggested messages for a Customer to review and send. Messages are sent or calls are answered without the Customer’s review only when the Customer turns on an automated feature, such as automatic follow-up, missed-call text-back, or Puff Voice.
• Send text messages that a Lead agreed to receive, such as appointment confirmations, reminders, and replies to a request.
• Produce summaries and analytics for the Customer about their own leads, calls, and advertising.
• Measure and improve our own website and advertising. You can turn this off by rejecting non-essential cookies, and a Global Privacy Control signal counts as a rejection.
• Bill for the Service, provide support, and send account and service notices.
• Detect, prevent, and investigate fraud, spam, abuse, and security incidents.
• Comply with legal obligations.

AI features

The Service uses AI to draft replies and follow-ups, summarize calls, sort incoming messages, answer calls for Customers who use Puff Voice, and answer Customers’ questions in Puff. To do this, the relevant lead, message, or call text is sent to our AI provider, Anthropic (see the list below), and the result is returned to the Customer. Call transcripts are redacted before being summarized. Live Puff Voice calls are processed as they happen so the assistant can reply. We do not use Customer or Lead data to train AI models, and Anthropic, which powers these features, does not train its models on data sent through its API. AI output can be wrong, and Customers review it before relying on it unless they turn on an automated feature.

Legal bases

Where required by law, we rely on: performance of a contract (to provide the Service to Customers); legitimate interests (to secure, support, and improve the Service, and to measure our own website and ads, which you can reject); consent (for optional product-analytics cookies and for text messages); and compliance with legal obligations. Customers are responsible for having a lawful basis to collect and use Lead information in the Service.

How information is shared

We do not sell personal information for money. We share it only with:

• The relevant Customer: Lead information is visible only within the workspace it belongs to, to that Customer’s team members.
• Service providers (sub-processors) who process data on our behalf under contract, only as needed for their role:
  • Supabase: Database, sign-in and encrypted credential storage; holds all Service data.
  • Vercel: Application hosting and scheduled jobs (United States).
  • Fly.io: Relays live Puff Voice calls between the phone network and our servers; stores no call data.
  • Anthropic (Claude): AI features: reply and follow-up drafts, call summaries, lead triage, lead generation, Puff chat and Puff Voice answers. Receives the lead or call text each feature needs. Anthropic does not train its models on this data.
  • Google: Google Ads reporting and lead form delivery and Google Calendar busy times and booked appointments (when a Customer connects them).
  • Google Analytics: Counts page views and signups on our website, including campaign tags on the link that brought a visitor, unless they reject non-essential cookies or send Global Privacy Control. Does not receive form contents.
  • Meta (Facebook and Instagram): Lead ads and ad reporting for Customers who connect them; and measurement of our own ads unless a visitor rejects non-essential cookies or sends Global Privacy Control (see Cookies). A purchase is reported only after analytics consent.
  • Calendly: Reads busy times from a Customer's calendar when they connect it.
  • Acuity Scheduling: Reads busy times from a Customer's calendar when they connect it.
  • Cal.com: Reads busy times from a Customer's calendar when they connect it.
  • GoHighLevel: Reads busy times from a Customer's calendar when they connect it.
  • Setmore: Reads busy times from a Customer's calendar when they connect it.
  • Cliniko: Reads busy times from a Customer's calendar when they connect it.
  • HubSpot: Reads busy times from a Customer's calendar when they connect it.
  • TidyCal: Reads busy times from a Customer's calendar when they connect it.
  • SavvyCal: Reads busy times from a Customer's calendar when they connect it.
  • YouCanBookMe: Reads busy times from a Customer's calendar when they connect it.
  • SimplyBook.me: Reads busy times from a Customer's calendar when they connect it.
  • IntakeQ: Reads busy times from a Customer's calendar when they connect it.
  • Healthie: Reads busy times from a Customer's calendar when they connect it.
  • vcita: Reads busy times from a Customer's calendar when they connect it.
  • Follow Up Boss: Reads busy times from a Customer's calendar when they connect it.
  • Wix: Reads busy times from a Customer's calendar when they connect it.
  • Microsoft: Reads busy times from a Customer's Outlook or Microsoft 365 calendar when they connect it. For Enterprise Customers who turn on time imports, also reads the spreadsheet exports they save in the Puffly folder of their OneDrive, and passes them on to Puffly Financials without keeping them.
  • Jobber: Reads visit times from a Customer's Jobber schedule when they connect it.
  • Zoho: Reads busy times from a Customer's Zoho calendar when they connect it.
  • PayPal: Reads payment and invoice amounts, dates and statuses from a Customer's account when they connect it. Customer names, contact details and card details are not read.
  • Square: Reads payment and invoice amounts, dates and statuses from a Customer's account when they connect it. Customer names, contact details and card details are not read.
  • QuickBooks Online (Intuit): Reads payment and invoice amounts, dates, statuses and customer names from a Customer's account when they connect it (contact details and card details are not read). If the Customer is on the Enterprise plan and approves it, also lists their employees and adds employee hours to QuickBooks as time entries; nothing else is ever written and nothing is deleted.
  • Xero: Reads payment and invoice amounts, dates and statuses from a Customer's account when they connect it. Customer names, contact details and card details are not read.
  • FreshBooks: Reads payment and invoice amounts, dates and statuses from a Customer's account when they connect it. Customer names, contact details and card details are not read.
  • Zoho Books: Reads payment and invoice amounts, dates and statuses from a Customer's account when they connect it. Customer names, contact details and card details are not read.
  • Sage Accounting: Reads payment and invoice amounts, dates and statuses from a Customer's account when they connect it. Customer names, contact details and card details are not read.
  • Wave: Reads payment and invoice amounts, dates and statuses from a Customer's account when they connect it. Customer names, contact details and card details are not read.
  • Stripe: Subscription billing and payments. Card details go to Stripe, never to us. With analytics consent, checkout also carries the ad measurement details described under Cookies. Separately, when a Customer connects their own Stripe account, reads payment and invoice amounts, dates and statuses from it.
  • Twilio: Calls, text messages, call recording and transcription, through the Customer's own Twilio account. Puff Voice uses Twilio's voice services, which pass audio to speech providers such as Deepgram, Google, Amazon and ElevenLabs.
  • Resend: Sending account emails and new lead alerts, and receiving replies to emails sent through the Service.
  • Customer email providers: Emails a Customer sends to their Leads go out through the Customer's own email account (for example Gmail or Outlook).
  • Slack and Telegram: New lead alerts and chat with Puff, only for team members who connect them.
  • Browser push services: New lead notifications on devices where a team member turns them on (Google, Apple, Mozilla, Microsoft).
  • Cloudflare: Network delivery, cookieless page view analytics, and Turnstile bot checks on public forms (receives the visitor's IP address).
  • PostHog: Product analytics with consent: page views, clicks and signup steps, with page text masked (never lead or message content).
  • Sentry: Error monitoring, configured to exclude personal data, request bodies and cookies.
  • SerpAPI and OpenStreetMap: Search public business listings for lead generation; receive only the search area and service type.
• Services a Customer connects: for example, a booking added to the Customer’s Google Calendar, or a message sent through the Customer’s own email or phone account.
• Meta, for our own advertising: page views and signups from the Meta pixel, only if you accept analytics cookies and do not send Global Privacy Control, and a purchase report only if you accepted analytics cookies, as described under Cookies. Some privacy laws call this “sharing” for cross-context behavioral advertising. You can opt out by rejecting non-essential cookies, and we treat a Global Privacy Control signal from your browser as an opt-out.
• Legal and safety: when required by law, or to protect rights, safety, and the integrity of the Service.
• Business transfers: in connection with a merger, acquisition, or sale of assets, subject to this Policy.

Data retention

• Account and Lead information is kept while the Customer’s account is active. When an account is closed, we delete or de-identify its data within 90 days, unless the law requires us to keep it longer.
• Call recordings, when a Customer turns recording on, are deleted automatically after the retention period the Customer chooses (at most 6 months), together with their transcripts. Recordings shorter than 20 seconds are deleted right away.
• Call transcripts and text conversations: we delete call recordings, call transcripts (including Puff Voice) and text message conversations (including Puff Text) 6 months after the call or message; the Lead’s record and call summaries stay.
• Unsubscribe and opt-out records are kept so we can keep honoring them.
• Security records such as hashed IP addresses used to limit spam are kept only as long as needed for that purpose.

Security

We protect data with encryption in transit, encryption at rest for connected-account credentials and tokens, per-workspace access controls (row-level security, so one workspace cannot read another’s data), signed and rate-limited public forms, and least-privilege access. No system is perfectly secure, but we work to protect information against unauthorized access, alteration, and loss, and we will notify affected Customers of a breach as the law requires.

Your rights and choices

Depending on where you live (for example under the GDPR or U.S. state laws such as the CCPA/CPRA), you may have rights to know what personal information we hold, to access, correct, delete, or receive a copy of it, to object to or restrict certain processing, to opt out of “sharing” for advertising, and to not be treated differently for using these rights. To make a request, email hello@pufflyai.com. We will verify your request and respond within the time the law allows (for example, 45 days under the CCPA). You may use an authorized agent. Customers can also ask us to close their account and delete their workspace data. Step by step instructions, including for data received from Facebook, are on our Data Deletion page.

If you are a Lead, please contact the business you dealt with first, because they control your information in the Service. If you contact us, we will pass your request to that business and help them respond.

Communications and consent

Outreach to Leads is sent by or on behalf of Customers, who are responsible for having the necessary consent and for complying with laws governing calls, texts, and email (such as the TCPA and CAN-SPAM). Emails sent through the Service include an unsubscribe link and the sender’s mailing address when one is set. Texts are sent only between 9 a.m. and 8 p.m. (from noon on Sundays) in the recipient’s time zone, as best the Service can tell it; a text that falls outside those hours, including a booking confirmation or a reply to a missed call, waits until they open. The one exception is the single automatic reply to a STOP, START or HELP message, which is sent right away. Texts honor STOP requests and common ways of asking to stop written in the recipient’s own words, and recipients can opt out at any time.

Text messages

When you give a phone number and agree to receive texts, for example on a booking or request form or during a phone call with a business that uses the Service, we record the phone number, the consent, and the time it was given. We use them only to send the texts you agreed to: appointment confirmations, appointment reminders, and replies or follow-ups about your request.

• We do not sell, rent, or share mobile phone numbers or text message consent with third parties or affiliates for their marketing or promotional purposes. This information is shared only with the service providers that deliver the messages, such as our telephony provider and mobile carriers.
• Message frequency varies. Message and data rates may apply.
• Reply STOP to any text to stop receiving texts from that number. Reply HELP for help, or contact us at hello@pufflyai.com.
• Consent to receive texts is not a condition of any purchase or booking.

Cookies

We use strictly necessary cookies to keep you signed in, remember your workspace, and secure the Service. These run regardless of your choice, because the Service cannot work without them.

Google Analytics counts a page view on every page, and the Meta pixel measures whether our own Facebook and Instagram ads lead to signups. Both load only if you accept analytics cookies in the banner. The pixel reports page views and signups, and it never runs on the booking, quote, review, request form, or unsubscribe pages our Customers send to their Leads.

Only if you accept analytics cookies in the banner, we also use PostHog to count page views and signup steps (it honors Do Not Track and masks page text), and a cookie of our own that remembers which campaign or website first brought you to us, for 60 days. When you start a paid plan after accepting, our server tells Meta the plan’s price with your email and account id hashed, plus your browser’s Meta cookies, IP address, and browser details; those details also travel with your Stripe checkout so the purchase can be matched. Meta uses this data under its own terms.

If your browser sends a Global Privacy Control signal, we treat it as a rejection of analytics cookies. You can change your choice at any time by clearing cookies for this site. See our Cookie Policy for the full list.

Children

The Service is for businesses and is not directed to children. You must be at least 13 to have an account, and if you are under 18 a parent or guardian must agree to our Terms and this Policy for you, and we record when they did. A parent or guardian can ask us to show, correct, or delete their teenager’s information at any time. We ask for a date of birth at sign-up to enforce this, use it for nothing else, and do not keep it. We do not knowingly collect personal information from children under 13. If a person tells us they are under 13, or we learn an account belongs to a child under 13, we stop collecting their information, close the account, and delete what we hold about them. If you believe a child has given us information, contact us at the address below and we will delete it.

Where information is processed

We are based in the United States, and the Service is hosted in the United States. Our sub-processors may process information in other countries. Where required, we use appropriate safeguards, such as standard contractual clauses, for those transfers.

Changes to this Policy

We may update this Policy from time to time. Material changes will be reflected by the “Last updated” date above and, where appropriate, by notice in the Service or by email.

Contact us

Shabtay Properties LLC
Houston, TX
hello@pufflyai.com
+1 713 410 1374