Privacy Policy | Textcierge

Two kinds of information

Textcierge handles information in two different roles, and this policy treats them separately.

Information about our customers and website visitors. When you visit this site, contact us, start a trial or use your account, we decide how that information is used. This policy explains how.
Information our customers put into Textcierge. When a bank, credit union, lender or other company uses Textcierge to text its own customers, the phone numbers, names, account details in alerts and message history belong to that company. We process them as its service provider, only on its instructions and only to run the Service for it. If you received a text from a company that uses Textcierge, that company's own privacy notice applies, and it is the right place to ask about your information. We will pass along any request you send us.

What we collect

Account details: your name, company name, email, phone number, business address, tax ID and the other details carriers need to register your sending number.
Billing details: your billing address and plan. Payments are handled by our payment processor, which is PCI compliant and keeps your card details. We keep only the card brand, the last four digits and the expiry date.
Usage details: which features you use, how many texts you send, sign-in times, device and browser type, and IP address, so we can run, secure and bill the Service.
Messages you send us: what you tell us when you email, call or use the contact form, including your name, email, company and the plan you ask about.
Website visits: basic request logs kept by our hosting provider for security.

Contacts and texts in a customer account

For contacts and texts inside a customer's account, we store phone numbers, names, any fields the customer adds (such as an amount, a due date or the last four digits of a card), message history, opt-in and opt-out records and delivery results. We use this information only to send alerts, show the inbox and delivery reports, keep consent records and follow the customer's instructions. We do not contact these people ourselves, we do not use their information for our own purposes, and we do not combine it across customers.

Our Terms of Service do not allow customers to put full card numbers, full account numbers, Social Security numbers or passwords into texts or contact fields. Each financial company remains responsible for its own duties under the Gramm-Leach-Bliley Act and other financial privacy laws. We support those duties with the safeguards described below and with a data processing agreement on request.

Mobile numbers and SMS consent

We do not sell, rent or share mobile phone numbers or SMS opt-in consent with third parties or affiliates for marketing purposes. Information gathered through an SMS opt-in is not shared with any third parties or affiliates for marketing. We share mobile numbers and message content only with the wireless carriers and messaging providers that deliver the texts, as described below.

How we use information

To provide the Service, register numbers, deliver texts and keep your account working.
To bill you and send receipts, renewal notices and account alerts, such as reaching 80 percent of your credits.
To answer support requests.
To detect spam, fraud and abuse, and to meet carrier and legal requirements.
To improve the product using usage patterns we have stripped of names, numbers and message content.
To email account owners about product news. Every such email has an unsubscribe link, and opting out does not affect account emails.

AI features

When someone on your team opens a thread, the AI features send that conversation and your saved answers to our AI provider to produce a suggested reply or summary. Our agreements with AI providers do not allow them to use this content to train their models or to keep it longer than needed to return the result. Customers can turn AI features off for their whole account in Settings.

Who we share it with

We do not sell personal information, and we do not share it for cross-context behavioral advertising.

We share information only with:

Service providers that help us run Textcierge, such as cloud hosting, payment processing, email delivery and AI processing. They may use it only to provide their service to us, under written agreements that require them to protect it. We give customers a current list on request.
Wireless carriers and messaging providers, which need the sending number, the recipient number and the text to deliver it, and need business details to register a sending number.
Authorities, when the law requires it, or when needed to protect someone's safety or to investigate fraud or abuse of the Service. Where the law allows, we tell the affected customer first.
A buyer or successor, if Textcierge is merged or sold, under this same policy. We will notify account owners before that happens.

Cookies and tracking

This website does not use advertising cookies, ad pixels or third-party tracking. We use only what the site needs to work. Inside the product, we use a sign-in cookie to keep you logged in. Because we do no cross-site tracking, Do Not Track and Global Privacy Control signals need no further action from us.

How long we keep it

Account and usage details: while your account is open, and for 90 days after it closes.
Contacts and texts in a customer's account: for as long as the customer keeps them, and deleted 30 days after the account closes, when the export window ends. Backups holding them are overwritten within a further 35 days.
Opt-in and opt-out records: five years, because customers may need them to show consent.
Security and access logs: one year.
Billing and tax records: seven years, as tax law requires.

Keeping it safe

We encrypt data in transit and at rest, give each customer role-based access controls and two-step sign-in, limit staff access to the people who need it, require two-step sign-in for staff, log every access to customer data, review that access every quarter, and have our systems tested by an outside firm every year. No system is perfectly secure. If we learn of a breach that affects a customer's data, we will notify that customer within 72 hours, and notify individuals as the law requires.

Your choices and rights

You can see and update most account details in Settings. You can also ask us for a copy of your information, or ask us to correct or delete it, by emailing support@textcierge.com. We will confirm the request comes from you before acting on it, and we reply within 30 days.

If you live in California or another state with a consumer privacy law, you have the rights that law gives you, including the right to know, delete and correct personal information, the right to appeal if we turn down a request, and the right not to be treated differently for using them. Requests about information a financial company holds in its Textcierge account go to that company, and we will help it respond.

If you received texts from a company that uses Textcierge and want them to stop, reply STOP to that number. That works immediately and is recorded for the company. Reply HELP for the company's contact details.

Children

Textcierge is a business tool for adults. We do not knowingly collect information from anyone under 18. If you believe a child has given us information, contact us and we will delete it.

Where data is stored

We store and process data in the United States. The Service texts numbers in the United States and Canada only. If you use Textcierge from another country, your information will be transferred to the United States.

Changes to this policy

When we change this policy, we update the date at the top. If a change affects how we use information we already hold, we will email account owners before it takes effect.

Contact

Privacy questions or requests: email support@textcierge.com.