Privacy Policy

We collect information you provide directly to us, including:

• Account Information: Name, email address, company name, and role when you create an account.
• Demo Session Data: Voice recordings, transcriptions, and interaction data when you conduct or participate in demos (with your explicit consent).
• Usage Information: Information about how you use our services, including session duration, features used, and interaction patterns.
• Communications: Information you provide when contacting us for support or inquiries.

Luonge provides session recording and transcription features. Here's how we handle this sensitive data:

• Explicit Consent: All participants are notified before any recording begins. Recordings only proceed with clear consent.
• Encryption: All recordings are encrypted in transit and at rest using industry-standard AES-256 encryption.
• Access Control: Only authorized account holders can access their session recordings.
• Retention: Recordings are stored for 90 days by default. You can adjust retention settings or delete recordings at any time.
• Download Rights: You can download your recordings and transcripts in standard formats at any time.

We use the information we collect to:

• Provide, maintain, and improve our services
• Process transactions and send related information
• Send technical notices, updates, and support messages
• Respond to your comments, questions, and customer service requests
• Analyze usage patterns to improve user experience
• Detect, investigate, and prevent fraudulent transactions and abuse

We do not sell, trade, or rent your personal information to third parties. We may share information only in the following circumstances:

• With Your Consent: When you explicitly authorize us to share information.
• Service Providers: With vendors who assist in providing our services (e.g., cloud hosting, analytics) under strict confidentiality agreements.
• Legal Requirements: When required by law, subpoena, or government request.
• Business Transfers: In connection with a merger, acquisition, or sale of assets, with notice to affected users.

We implement comprehensive security measures to protect your data:

• Encryption: End-to-end encryption for all data transmission and AES-256 encryption at rest.
• Infrastructure: SOC 2 Type II certified hosting infrastructure with 99.99% uptime.
• Access Controls: Role-based access controls and multi-factor authentication.
• Monitoring: 24/7 security monitoring and regular penetration testing.
• Incident Response: Documented procedures for security incident detection and response.

You have the following rights regarding your data:

• Access: Request a copy of all personal data we hold about you.
• Correction: Update or correct inaccurate personal information.
• Deletion: Request deletion of your personal data (subject to legal retention requirements).
• Export: Download your data in a portable, machine-readable format.
• Opt-Out: Unsubscribe from marketing communications at any time.
• Restriction: Request that we limit how we use your data.

To exercise these rights, contact us at privacy@luonge.com. We respond to all requests within 30 days.

We retain your information for as long as necessary to provide our services and fulfill the purposes described in this policy:

• Account Data: Retained while your account is active, deleted within 30 days of account closure.
• Session Recordings: Default retention of 90 days, adjustable in your settings.
• Usage Analytics: Aggregated and anonymized after 12 months.
• Support Communications: Retained for 3 years for quality assurance.

Your information may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place:

• Standard Contractual Clauses approved by relevant authorities
• Compliance with EU-US Data Privacy Framework
• Adequacy decisions where applicable

Luonge is not intended for use by individuals under 16 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

We may update this privacy policy from time to time. We will notify you of significant changes by:

• Posting a notice on our website
• Sending an email to registered users
• Updating the "Last Updated" date below

Your continued use of our services after changes become effective constitutes acceptance of the updated policy.

If you have questions about this privacy policy or our data practices, please contact us:

• Email: privacy@luonge.com
• Address: Luonge Inc., Privacy Team, 100 Main Street, Suite 400, San Francisco, CA 94105

For GDPR-related inquiries, you may also contact our Data Protection Officer at dpo@luonge.com.