1. Who this policy covers
This policy applies to the Heuresis website and Spine by Heuresis, our automated SMS customer-care assistant. For privacy questions and requests, contact team@heuresis.ai.
2. Information we collect
- Information you provide: your name, contact details and the contents of requests, emails or other communications you send us.
- SMS information: your mobile number, inbound messages, replies, timestamps, delivery information and opt-in or opt-out records.
- Conversation and service records: conversation history when enabled, request inputs, generated outputs, and operational records used to run and troubleshoot the assistant.
- Website and technical information: information made available through normal website requests and hosting logs, such as IP address, browser information, requested pages and request times.
Send only the information needed for your request. Avoid including passwords, payment-card details or unnecessary sensitive information in SMS messages.
3. How we use information
We use information to respond to your requests, provide relevant conversation context, deliver messages, maintain messaging preferences and consent records, troubleshoot problems, protect the service against misuse, and meet applicable legal obligations.
The Spine SMS customer-care program responds to conversations you initiate. It does not use your participation as permission to send promotional messages or unrelated recurring notifications.
4. Service providers and processing
We use service providers to operate the website and assistant. These include Twilio for SMS delivery, hosting and database providers for service records, and the AI model provider configured for the assistant to generate replies. Message content and relevant conversation context may be processed by that AI provider. Service records may include inputs, outputs and message metadata.
Personal information may be processed outside your province or country, including in the United States, where privacy laws may differ. Contact us for information about the providers used for your service.
We may disclose information when required by law or reasonably necessary to protect legal rights, investigate abuse or protect safety. Links to third-party websites, booking services or payment services are governed by those providers’ own privacy policies.
5. Mobile information and SMS consent
We do not sell or rent mobile numbers or share them with third parties or affiliates for their marketing or promotional purposes. SMS consent is specific to Heuresis and cannot be transferred to another sender.
All the above categories exclude text messaging originator opt-in data and consent; this information won’t be shared with any third parties.
We use messaging infrastructure to deliver the conversations you request; that does not give another business permission to market to you. Accepting general website terms does not enroll you in SMS.
6. Retention and security
Messages and service records can persist after a conversation ends. We retain information for service delivery, support, security, consent documentation and applicable legal obligations. Retention depends on the type of record and purpose. Contact us for information about the records associated with your conversation.
You can request deletion using the contact details below. Some records may need to be retained to meet legal obligations, resolve disputes or respect your opt-out. We use safeguards appropriate to the information and service, but no storage system or transmission method can guarantee complete security.
7. Your choices and privacy requests
Reply STOP to opt out of SMS. A final confirmation may be sent. To restore messaging, reply START or UNSTOP to the same number. Reply HELP for messaging assistance or contact team@heuresis.ai. If SMS is blocked after opting out, use email.
You may ask to access, correct or delete your personal information, withdraw consent where applicable, or raise a privacy concern by emailing team@heuresis.ai. Include enough information to identify the relevant account or conversation. We may verify your identity before acting and will explain any applicable limitations.
Stopping SMS and deleting stored information are separate requests. You can use email support without enrolling in the SMS program.
8. Children’s information
Our services are intended for a general business audience and are not directed to children under 13. If you believe a child has provided personal information to us, contact us so we can review and address it.
9. Updates to this policy
We may update this policy to reflect changes to our services or practices. The date above shows the latest update. If a change requires new consent, we will obtain that consent before using information for the new purpose.
