Legal

Frontbell Privacy Policy

Last updated: August 1, 2026

Effective Date: August 1, 2026 Last Updated: August 1, 2026

This Privacy Policy explains how Vaxio, Inc., a corporation, doing business as Frontbell ("Frontbell," "we," "us," or "our"), collects, uses, and discloses personal information in connection with frontbell.ai, the Frontbell mobile app, and the Frontbell service (collectively, the "Service").

Who this policy is written for. This policy covers (a) visitors to our website, (b) prospective and current business customers who sign up for Frontbell ("Customers," "Tenants," or "you"), and (c) employees and authorized users of those Customers. It also explains, at a high level, how we process personal information about a Customer's own end customers ("End-Customers," typically homeowners) on the Customer's behalf.

What this policy does not cover. Frontbell provides software to service businesses. When a Customer uses Frontbell to interact with its own End-Customers (for example, receiving a call, sending a text, or generating an estimate), the End-Customer's personal information is processed by Frontbell on behalf of the Customer, acting as a service provider/processor, not as the controller of that data. The Customer — not Frontbell — controls End-Customer personal information and is responsible for its own privacy notices to its customers. If you are an End-Customer and want to exercise privacy rights over your information, please contact the business that provided your service directly; if you contact us instead, we will route your request to the responsible business within a reasonable time (see Section 10).

1. Personal Information We Collect

We collect the following categories of personal information:

Account and contact information — name, email address, phone number, company name, job title, password (stored hashed, never in plain text).
Billing information — billing address and payment metadata processed through Stripe; we do not store full card numbers.
Usage and device data — log data, IP address, device identifiers, browser type, and how you interact with the Service.
Communications you send us — support requests, feedback, and correspondence.
Content you submit to the Service — customer records, photos, estimates, invoices, schedules, notes, and messages you create or upload while using the Service.
Call and message content processed by the AI Assistant — including call recordings, transcripts, and message content, where the AI voice/chat/SMS features are used, subject to the recording disclosures built into those features.
End-Customer Data — personal information about your own customers (e.g., names, addresses, phone numbers, service history) that you or the AI Assistant collect through the Service, processed by us on your behalf as described above.

2. How We Collect Personal Information

Directly from you — when you create an account, fill out a form, contact support, or use the Service.
Automatically — through cookies, log files, and similar technologies when you use our website or app.
From your organization — when a Customer administrator invites you as a team member.
From service providers — including our payment processor (Stripe) and telephony/SMS providers, who supply transaction or delivery confirmations.

3. How We Use Personal Information

We use personal information to:

Provide, operate, secure, and improve the Service, including the AI features described in Section 5.
Process payments and manage billing, including Bells usage credits.
Communicate with you about your account, including service notices, security alerts, and (where you've agreed) product updates.
Provide customer support.
Detect, investigate, and prevent fraud, abuse, and security incidents.
Comply with legal obligations, including tax, accounting, and regulatory record-keeping.
With respect to End-Customer Data, to perform the specific tasks the Customer has configured (e.g., answering a call, sending a scheduling text, generating an estimate) — solely on the Customer's behalf and instructions.

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

4. Legal Bases for Processing (where applicable)

Where laws such as the GDPR apply, our bases for processing include: performance of a contract with you (providing the Service), our legitimate interests (e.g., security, product improvement, fraud prevention) balanced against your rights, your consent (e.g., for optional marketing communications or optional SMS notifications), and compliance with legal obligations.

5. AI Features (the AI Assistant)

5.1. Frontbell's AI assistant and related AI features (the "AI Assistant") can answer calls, send messages, and generate content (estimates, summaries, drafted replies) using large language models and related technology. Where the AI Assistant handles a call, a disclosure is provided to the participants as required by applicable law; Customers cannot disable this disclosure.

5.2. Call audio, transcripts, and message content processed by the AI Assistant may be used to provide the Service (e.g., generating a summary or a follow-up action) and, in de-identified or aggregated form, to improve our AI models and product, subject to Section 3 and the retention practices in Section 9.

5.3. AI-generated outputs are not independently fact-checked against every possible source before being surfaced to you or your End-Customers; see the Terms of Service Section 9 for the corresponding disclaimer and your responsibility to review AI outputs before relying on them.

We share personal information with:

Service providers / sub-processors who help us operate the Service, including cloud hosting, payment processing (Stripe), telephony/SMS carriers, and AI model providers, under contracts that limit their use of the data to providing services to us.
Your organization — team members within your Customer account can see information relevant to their role, as configured by your organization's administrators.
Legal and safety — when required to comply with law, respond to lawful requests, or protect the rights, property, or safety of Frontbell, our users, or the public.
Corporate transactions — in connection with a merger, acquisition, financing, or sale of assets, subject to standard confidentiality protections.

We do not sell personal information to third parties.

7. Cookies and Similar Technologies

We use cookies and similar technologies on our website and app for authentication, security, and understanding how the Service is used. You can control cookies through your browser settings; disabling some cookies may affect functionality.

8. Your Choices

Account information. You can review and update your account information in your account settings.
Marketing communications. You can opt out of non-essential marketing emails via the unsubscribe link in those emails; you will still receive essential transactional and security notices.
SMS notifications. Where you've opted in to account notification texts, you can opt out by replying STOP; reply HELP for help.
Cookies. See Section 7.

9. Data Retention

We retain personal information for as long as needed to provide the Service and for the periods described below, or as required by law:

Category	Retention
Active account and Customer content	For as long as your account is active, plus a reasonable export/recovery window after termination
Paid invoices and financial records	At least 7 years, or longer where required by tax or financial-reporting law
Call recordings and transcripts	Per your organization's configured retention setting, subject to any applicable statutory minimums/maximums (for example, biometric-adjacent data is capped at 3 years under state biometric-privacy law where applicable)
Backup copies	Propagate out of backups within approximately 100 days of deletion from primary systems
Marketing leads that don't convert	A limited window (operationally, on the order of weeks) unless you re-engage

You can request earlier deletion of your own data as described in Section 10; where you are a Customer, deletion of End-Customer Data on your behalf follows your own configuration and instructions, subject to our standard operational retention and backup-propagation windows above. See docs/legal/RETENTION_POLICY.md for the fuller operational retention schedule this table is derived from.

10. Your Privacy Rights and How to Exercise Them (DSAR)

Depending on where you live, you may have rights to know what personal information we hold about you, request a copy, request correction, request deletion, and opt out of certain processing.

How to submit a request. Contact privacy@frontbell.ai or use the in-product data request tool where available. We will verify your identity before responding (for account holders, typically via an email round-trip to your account address) and respond within the time required by applicable law (for example, generally 45 days under the CCPA, extendable once by 45 additional days).

If you are an End-Customer of one of our business Customers, and you contact us directly, we will forward your request to the responsible Customer within five (5) business days, except where we are independently required to respond.

Authorized agents. You may designate an authorized agent to submit a request on your behalf; we may require written proof of authorization.

We will not discriminate against you for exercising these rights.

Privacy requests are handled by email at privacy@frontbell.ai.

11. State and International Privacy Notices

Depending on where you live and on thresholds set by state law, additional state privacy rights may apply to you. Where such laws apply, they may give you additional rights, including the right to appeal a denied request. If we operate outside the U.S. or accept inbound traffic from the EU/UK, we will process personal information consistent with applicable cross-border transfer requirements.

12. Children's Privacy

The Service is not directed to children, and we do not knowingly collect personal information from children under 16. If you believe a child has provided us personal information, contact us at privacy@frontbell.ai and we will delete it.

13. Security

We use administrative, technical, and physical safeguards designed to protect personal information, including encryption in transit, access controls, and audit logging. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

14. International Data Transfers

Frontbell is based in the United States, and personal information we collect is generally processed in the United States. Where required, we rely on appropriate safeguards for any cross-border transfer of personal information.

15. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated by at least one of: an in-product notice, an email to your account's contact address, or a required in-product re-acceptance step, with reasonable advance notice before the change takes effect where practicable. The "Last Updated" date above reflects the most recent revision.

16. Contact Us

Questions about this Privacy Policy or requests regarding your personal information can be sent to:

privacy@frontbell.ai (privacy requests) or legal@vaxio.ai (general contact)

Vaxio, Inc. Product: Frontbell (frontbell.ai)

Terms of Service: docs/legal/TERMS_OF_SERVICE_DRAFT_2026-08.md
Detailed working draft with statutory annotations: docs/legal/PRIVACY_POLICY_TEMPLATE_2026.md
Operational retention schedule: docs/legal/RETENTION_POLICY.md
Tenant Data Processing Addendum (detailed working draft): docs/legal/TENANT_DPA_TEMPLATE_2026.md
Data Processing Addendum: docs/legal/DATA_PROCESSING_ADDENDUM_DRAFT_2026-08.md
Service Level Agreement (not published by default; attached to enterprise agreements): docs/legal/SERVICE_LEVEL_AGREEMENT_DRAFT_2026-08.md