Privacy Policy

1. SCOPE OF THIS POLICY

This Privacy Policy applies to:

• Visitors to our website(s);
• Customers who register for and use the Rep platform;
• Prospects who participate in demonstration sessions conducted through the Service; and
• Any other individuals whose information we collect in connection with the Service.

This Privacy Policy does not apply to third-party websites, services, or applications that may be linked to or integrated with the Service. We are not responsible for the privacy practices of such third parties.

2. INFORMATION WE COLLECT

2.1 Information You Provide Directly

• Account Information: When you register for an account, we collect information such as your name, email address, company name, and authentication credentials (via third-party OAuth providers such as Google or Microsoft).
• Customer Content: When you use the Service, you may provide content including product documentation, training materials, demo scripts, playbooks, knowledge base content, and demo account credentials.
• Payment Information: If you purchase a subscription, we collect billing information, including payment card details or other payment method information. Payment processing is handled by third-party payment processors, and we do not store complete payment card numbers on our systems.
• Communications: When you contact us for support, provide feedback, or otherwise communicate with us, we collect the content of such communications.

2.2 Information Collected Automatically

• Usage Data: We automatically collect information about your use of the Service, including features accessed, actions taken, pages viewed, and timestamps.
• Device and Technical Information: We collect information about the device and browser you use to access the Service, including IP address, device type, operating system, browser type, and unique device identifiers.
• Log Data: Our servers automatically record information when you access the Service, including request logs, error logs, and performance data.
• Cookies and Similar Technologies: We use cookies, pixels, and similar technologies to collect information about your interactions with the Service. For more information, see Section 7 (Cookies and Tracking Technologies).

2.3 Information Collected During Demonstration Sessions

When demonstration sessions are conducted through the Service, we collect:

• Session Recordings: Audio and video recordings of demonstration sessions, subject to applicable consent requirements.
• Transcripts: Automated transcriptions of verbal communications during sessions.
• Participant Information: Information about individuals who join demonstration sessions, which may include names, email addresses (if provided), and audio/video of their participation.
• Extracted Insights: Information automatically extracted from sessions, including action items, questions, pain points, decisions, and other insights.
• Browser and Navigation Data: Information about navigation actions performed during demonstrations, including URLs visited, clicks, and interactions with the customer's product.

2.4 Information from Third Parties

We may receive information about you from third parties, including:

• Authentication providers (Google, Microsoft) when you use OAuth to sign in;
• Analytics providers;
• Business partners and resellers; and
• Publicly available sources.

3. HOW WE USE INFORMATION

We use the information we collect for the following purposes:

3.1 Service Delivery and Operations

• To provide, maintain, and operate the Service;
• To create and manage your account;
• To process transactions and send related information;
• To conduct demonstration sessions and provide session recordings, transcripts, and analytics;
• To train and improve AI agents based on customer-provided content; and
• To respond to your inquiries and provide customer support.

3.2 Service Improvement and Development

• To understand how users interact with the Service;
• To analyze usage patterns and trends;
• To develop new features and functionality;
• To refine and improve our AI models and algorithms;
• To conduct research and development; and
• To generate aggregated, de-identified insights and analytics.

3.3 Communications

• To send administrative communications, including service announcements and updates;
• To send promotional communications, where permitted by law (you may opt out at any time);
• To respond to your comments, questions, and requests; and
• To provide information you request.

3.4 Security and Protection

• To detect, prevent, and address fraud, abuse, security incidents, and other harmful activity;
• To protect the rights, property, and safety of Company, our users, and the public;
• To enforce our Terms of Service and other policies; and
• To comply with legal obligations.

3.5 Legal Compliance

• To comply with applicable laws, regulations, and legal processes;
• To respond to lawful requests from public authorities; and
• To establish, exercise, or defend legal claims.

4. HOW WE SHARE INFORMATION

We do not sell your personal information. We may share information in the following circumstances:

4.1 Service Providers

We engage third-party companies and individuals to perform services on our behalf, including hosting, data storage, payment processing, analytics, customer support, and other services. These service providers have access to information only as necessary to perform their functions and are obligated to maintain the confidentiality and security of such information.

4.2 Business Transfers

In connection with any merger, acquisition, reorganization, sale of assets, or bankruptcy, we may transfer or disclose information to the relevant third party, subject to confidentiality obligations.

4.3 Legal Requirements

We may disclose information if required to do so by law or in response to valid requests by public authorities, including to meet national security or law enforcement requirements. We may also disclose information when we believe in good faith that disclosure is necessary to:

• Comply with a legal obligation;
• Protect and defend our rights or property;
• Prevent or investigate possible wrongdoing in connection with the Service;
• Protect the personal safety of users or the public; or
• Protect against legal liability.

4.4 With Consent

We may share information with third parties when you have consented to such sharing.

4.5 Aggregated or De-Identified Information

We may share aggregated or de-identified information that cannot reasonably be used to identify you for any lawful purpose.

4.6 Between Customers and Prospects

During demonstration sessions, certain information is necessarily shared between the Customer who configured the Agent and the Prospects who participate in the session. Customers are responsible for ensuring appropriate disclosures and consents.

5. DATA RETENTION

We retain information for as long as necessary to fulfill the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law. The criteria used to determine our retention periods include:

• The duration of our relationship with you;
• Whether there is a legal obligation to which we are subject; and
• Whether retention is advisable in light of our legal position (such as regarding statutes of limitations, litigation, or regulatory investigations).

Account Termination: When you terminate your account, we will delete your Customer Content and Customer Data within thirty (30) days, unless retention is required by applicable law or necessary to comply with our legal obligations, resolve disputes, or enforce our agreements.

Session Data: Session recordings, transcripts, and extracted insights are retained in accordance with the Customer's account settings and our retention policies.

6. DATA SECURITY

We implement appropriate technical and organizational measures designed to protect information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of data in transit and at rest;
• Access controls and authentication mechanisms;
• Regular security assessments; and
• Employee training on data protection.

However, no method of transmission over the Internet or electronic storage is completely secure, and we cannot guarantee absolute security. You are responsible for maintaining the confidentiality of your account credentials and for any activity that occurs under your account.

7. COOKIES AND TRACKING TECHNOLOGIES

7.1 Types of Cookies We Use

• Essential Cookies: These cookies are necessary for the Service to function and cannot be disabled. They enable core functionality such as authentication and security.
• Analytics Cookies: These cookies help us understand how users interact with the Service by collecting information about pages visited, features used, and errors encountered.
• Functional Cookies: These cookies enable enhanced functionality and personalization, such as remembering your preferences.

7.2 Your Choices

Most web browsers allow you to control cookies through their settings. You can typically set your browser to refuse cookies or to alert you when cookies are being sent. However, disabling cookies may limit your ability to use certain features of the Service.

8. YOUR RIGHTS AND CHOICES

8.1 Account Information

You may access, update, or delete certain account information through your account settings. If you wish to delete your account, please contact us at privacy@meetrep.ai.

8.2 Communication Preferences

You may opt out of receiving promotional communications from us by following the unsubscribe instructions in such communications or by contacting us at privacy@meetrep.ai. Please note that you may continue to receive administrative communications even after opting out of promotional communications.

8.3 Data Access and Portability

You may request access to the personal information we hold about you or request a copy of such information in a portable format. Please contact us at privacy@meetrep.ai to make such a request.

8.4 Data Correction

You may request that we correct inaccurate or incomplete personal information we hold about you.

8.5 Data Deletion

You may request that we delete your personal information. Please note that we may retain certain information as required by law or for legitimate business purposes.

8.6 Jurisdictional Rights

Depending on your location, you may have additional rights under applicable data protection laws. Please see Section 9 for information specific to certain jurisdictions.

9. JURISDICTION-SPECIFIC PROVISIONS

9.1 California Residents (CCPA/CPRA)

If you are a California resident, you have certain rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), including:

• Right to Know: The right to request information about the categories and specific pieces of personal information we have collected about you, the sources of such information, our purposes for collecting such information, and the categories of third parties with whom we share such information.
• Right to Delete: The right to request deletion of your personal information, subject to certain exceptions.
• Right to Correct: The right to request correction of inaccurate personal information.
• Right to Opt-Out of Sale/Sharing: We do not sell personal information or share personal information for cross-context behavioral advertising.
• Right to Non-Discrimination: The right not to be discriminated against for exercising your privacy rights.

To exercise these rights, please contact us at privacy@meetrep.ai. We may need to verify your identity before processing your request.

Categories of Personal Information Collected: In the past twelve (12) months, we have collected the following categories of personal information: identifiers, commercial information, internet or network activity information, professional or employment-related information, and inferences drawn from the above.

9.2 European Economic Area, United Kingdom, and Switzerland (GDPR)

If you are located in the European Economic Area (EEA), United Kingdom (UK), or Switzerland, you have certain rights under the General Data Protection Regulation (GDPR) or equivalent laws, including:

• Right of Access: The right to obtain confirmation of whether we process your personal data and to access such data.
• Right to Rectification: The right to request correction of inaccurate personal data.
• Right to Erasure: The right to request deletion of your personal data in certain circumstances.
• Right to Restriction: The right to request restriction of processing in certain circumstances.
• Right to Data Portability: The right to receive your personal data in a structured, commonly used, machine-readable format.
• Right to Object: The right to object to processing based on legitimate interests.
• Right to Withdraw Consent: Where processing is based on consent, the right to withdraw consent at any time.

Legal Bases for Processing: We process personal data on the following legal bases:

• Contract: Processing necessary for the performance of our contract with you;
• Legitimate Interests: Processing necessary for our legitimate interests, such as improving the Service, provided these interests are not overridden by your rights;
• Consent: Processing based on your consent, which you may withdraw at any time; and
• Legal Obligation: Processing necessary to comply with legal obligations.

Data Transfers: We may transfer personal data outside the EEA, UK, or Switzerland. When we do so, we implement appropriate safeguards, such as standard contractual clauses approved by relevant authorities.

To exercise your rights or for inquiries regarding our data protection practices, please contact us at privacy@meetrep.ai.

10. CHILDREN'S PRIVACY

The Service is not directed to individuals under the age of eighteen (18), and we do not knowingly collect personal information from children under eighteen (18). If we become aware that we have inadvertently collected personal information from a child under eighteen (18), we will take steps to delete such information promptly. If you believe we have collected information from a child under eighteen (18), please contact us at privacy@meetrep.ai.

11. THIRD-PARTY LINKS AND SERVICES

The Service may contain links to third-party websites, services, or applications that are not operated by us. This Privacy Policy does not apply to such third-party services, and we are not responsible for their privacy practices. We encourage you to review the privacy policies of any third-party services you access.

12. INTERNATIONAL DATA TRANSFERS

We are based in the United States, and information we collect may be transferred to, stored, and processed in the United States or other countries where we or our service providers operate. These countries may have data protection laws that differ from the laws of your jurisdiction.

By using the Service, you consent to the transfer of your information to the United States and other countries as described in this Privacy Policy. Where required by applicable law, we implement appropriate safeguards for international data transfers.

13. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we make material changes, we will notify you by updating the "Last Updated" date at the top of this Privacy Policy and, where required by law, provide additional notice (such as via email or through the Service).

We encourage you to review this Privacy Policy periodically to stay informed about our information practices. Your continued use of the Service after any changes constitutes your acceptance of the updated Privacy Policy.

14. DATA CONTROLLER AND CONTACT INFORMATION

GoCustomer, Inc. is the data controller responsible for your personal information.

For questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us at:

GoCustomer, Inc.
Email: privacy@meetrep.ai

We will respond to your inquiry within a reasonable timeframe and in accordance with applicable law.

15. NOTICE TO PROSPECTS

If you are a Prospect who has participated in a demonstration session conducted through the Service, please note:

• The Customer who configured the demonstration is responsible for providing you with appropriate disclosures and obtaining any required consents;
• Session recordings, transcripts, and extracted insights are shared with the Customer who conducted the demonstration;
• You may contact us at privacy@meetrep.ai with questions about how your information is processed, but for information-related requests, you may need to contact the Customer directly; and
• This Privacy Policy applies to our processing of your information, but the Customer may have its own privacy policy that governs its use of information obtained through the demonstration.