1. Who we are and what this covers
Balm Technologies Inc. (“Balm Technologies,” “we,” “our,” or “us”) builds websites and a business operations platform: AI voice agents, a website builder, QR codes, Intelligence (research and insights), Finance records and invoices, and a wallet for usage beyond your plan. This Privacy Policy explains how we collect, use, share and protect personal information when you visit balmtechnologies.com, create an account, use the dashboard, or work with us on a project (together, the “Services”).
It does not cover our Susanna app, which has its own Privacy Policy. It also does not cover the websites, voice agents or pages that our customers publish with our tools. Each customer is responsible for the notices and consents those require.
2. Our role: controller and service provider
For information about you as our customer or website visitor (your account, billing, how you use the Services), we decide how the information is used, so we act as the business or “controller.”
For information that you or your own customers put into the Services (for example conversations with your voice agents, CRM records, and the customers, invoices and transactions in your Finance workspace), we act as your service provider or “processor.” We handle it on your instructions to provide the Services. You decide what to collect, and you are responsible for giving your own customers any notices and getting any consents the law requires.
3. Information we collect
Account and profile
Your name, email address, business name, sign-in details (email and password, or Google sign-in), and the identifiers that go with your account. We never see your Google password.
What you create and store
Voice agents and their settings, templates, website pages, QR codes, CRM records, conversations and transcripts, Intelligence questions and research reports, and your Finance workspace (customers, invoices, transactions, deals, action items and invoice branding such as a logo and payment details). Your Finance records are kept under your own account.
Conversations with your voice agents
When someone talks to or messages one of your agents, we process what they say or type, and details they choose to give (such as name, email or phone number), to run the conversation and save it to your account. Voice is processed in real time by our voice provider.
Payments and wallet
Plans and wallet top-ups are paid through Stripe. Stripe collects and stores card details; we do not receive full card numbers. We keep your plan, wallet balance, a ledger of charges and credits, and Stripe identifiers for your customer record and saved card (including the card brand and last four digits) so we can bill you and show your history.
Telephone numbers
If your account has a phone number provisioned through our telephony provider, we process call details such as the numbers involved, time and duration.
Visitors and analytics
On our marketing pages we use Google Analytics, which uses cookies to collect information such as pages viewed, approximate location, device and browser. Pages published through our tools can record simple events such as page views and QR code scans. Like most services we also keep security and server logs (IP address, time, pages requested).
Messages and support
Emails you send us, details you give when you book or ask about a project, and notification emails we send you about your account.
Cookies and local storage
We use your browser’s local storage to keep you signed in and remember settings such as your last open tab. Google Analytics sets cookies on our marketing pages. We do not use advertising cookies. You can block or delete cookies in your browser, and can opt out of Google Analytics with Google’s opt-out add-on; some features may not work without local storage.
4. How we use information
- Provide, secure and support the Services, and sign you in.
- Run your voice agents, build and host your pages, produce reports and insights, and generate invoices.
- Bill you, apply plan allowances, charge your wallet and send receipts and account notices.
- Understand how the Services are used, fix problems and improve reliability and usability.
- Detect fraud, abuse and security threats, and enforce our Terms.
- Answer your messages and tell you about changes to the Services or these policies.
- Comply with the law and respond to valid legal requests.
If you are in the European Economic Area, the United Kingdom or Switzerland, our legal bases are: performing our contract with you, your consent where we ask for it, meeting legal obligations, and our legitimate interests in running, securing and improving the Services, balanced against your rights.
5. AI processing
Some features use AI providers. Depending on what you use, these may process your prompts, the questions you ask Intelligence, the text of conversations, and the details you give when building a website, so they can write, transcribe, speak or summarize. We use OpenAI for language features and ElevenLabs for voice and speech.
We do not use your private content to train publicly available or shared AI models without your permission. Our providers may process content only to deliver and safeguard the features you ask for, under the terms that apply to our business accounts. The optional Finance assistant setting that uses AI sends totals only and never customer names.
AI output can be wrong or incomplete. Please do not rely on it as professional advice, and avoid submitting information you are not allowed to share.
7. Your Finance and account data
Each account has its own private workspace. Access rules are designed so that one customer cannot read another customer’s records. Our team looks at account content only to run and secure the Services, give support you ask for, or meet a legal duty.
8. Retention and deletion
We keep information only as long as we reasonably need it to provide the Services, keep records for security and backups, follow the law, settle disputes and enforce our agreements. You can delete much of what you create from the dashboard. To close your account or ask us to delete information, email hello@balmtechnologies.com. After deletion, information leaves our active systems within a reasonable time and may remain briefly in backups, or longer where the law, fraud prevention or a dispute requires. Payment and tax records may be kept as the law requires.
9. Security
We use reasonable administrative, technical and organizational safeguards, such as access controls, encryption in transit, per-account access rules and monitoring of our providers. No system is completely secure, so we cannot promise absolute security. Please keep your password safe and tell us straight away if you think someone has used your account without permission.
10. Your privacy rights
Depending on where you live, you may have the right to ask for access to, correction of, deletion of or a copy of your personal information; to object to or limit certain processing; to withdraw consent; and to appeal if we refuse a request. To make a request, email hello@balmtechnologies.com. We may need to verify your identity first. We will not treat you worse for using your rights. You can also contact your local data-protection authority.
If you are the customer of one of our customers (for example you spoke to a business’s voice agent), please contact that business first; we will help them respond.
11. U.S. state privacy notice
For residents of U.S. states with privacy laws, in the past 12 months we may have collected the following categories for the purposes in this Policy. We do not sell personal information for money and do not sell or share it for cross-context behavioral advertising.
| Category | Examples | Shared with |
|---|---|---|
| Identifiers | Name, email, IP address, account IDs | Hosting, sign-in, analytics, security and support providers |
| Commercial information | Plan, wallet balance, purchase history | Payment, hosting and support providers |
| Internet or electronic activity | Pages viewed, features used, logs, diagnostics | Analytics, hosting and security providers |
| Audio and similar information | Voice conversations and transcripts handled for you | Voice and AI providers, as needed |
| Inferences | Summaries, insights and suggestions made from your content | AI and hosting providers, as needed |
You may ask us to tell you what we collected about you, to correct it or to delete it, using the email above.
12. Children
The Services are for businesses and are not directed to anyone under 18. We do not knowingly collect personal information from children. If you think a child has given us information, contact us and we will delete it.
13. International transfers
We and our providers may process information in the United States and other countries whose data-protection laws may differ from yours. Where the law requires, we use recognized safeguards such as standard contractual clauses.
14. Changes to this Policy
We may update this Policy as the Services or the law change. We will post the new version with a new effective date, and tell you more directly where the law requires. If you keep using the Services after the effective date, the updated Policy applies; where the law requires your consent, we will ask for it.
15. Contact us
Questions, concerns or requests about privacy:
Balm Technologies Inc.
hello@balmtechnologies.com
Using the Services is also subject to our Terms of Service.