1. Introduction

Loquia ("we", "us", or "our") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, and share information about you when you use our website and AI voice agent services ("Service").

2. Role of Loquia

For the purposes of data protection laws, Loquia acts as a Data Processor, and our subscribers (Hotels/Businesses) act as Data Controllers. We process personal data solely on behalf of our subscribers and in accordance with their instructions.

3. Data We Collect

3.1 Information You Provide

Account Information: Name, email address, password, hotel property details.
Payment Information: Billing address and payment method details (processed via Stripe).
Configuration Data: Hotel amenities, policies, and FAQs uploaded to the system.

3.2 Voice Data & Transcription

When a guest calls a number managed by Loquia:

Audio Processing: Audio is streamed to our third-party providers (e.g., Deepgram, Telnyx) solely for the purpose of real-time transcription and response generation. We do not retain permanent audio recordings of calls.
Transcripts: Text-based transcripts of the conversation are stored to allow Hotel staff to review guest inquiries and for service improvement.
Metadata: We store call metadata (Caller ID, timestamp, duration) for analytics and billing.

4. How We Use Your Data

To provide, maintain, and improve the Service.
To process payments and managing subscriptions.
To detect, prevent, and address technical issues or fraud.
To comply with legal obligations.

We do not sell your data. We do not use your proprietary hotel data to train public AI models that would benefit your competitors.

5. Third-Party Sub-processors

We use trusted third-party providers to deliver our Service. By using Loquia, you consent to our use of these sub-processors:

Provider	Purpose
Stripe	Payment Processing
Supabase	Database & Authentication
Telnyx	Telephony Provider (Call Transport)
Deepgram	Speech-to-Text Transcription
Google Vertex AI	LLM Processing

6. Data Retention

We retain your account information for as long as your account is active. Call logs and transcripts are retained for the duration of your subscription to provide historical analytics. Upon account cancellation, data may be deleted after a grace period (typically 30 days) unless legally required to be retained.

7. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us at help@loquia.app.