Privacy Policy
Fluentworks, Inc. (“Fluent”, “we”, “us”)
Effective Date: Upon acceptance
This Privacy Policy explains how Fluentworks, Inc. collects, uses, discloses, and protects information when you access or use our software platform and related services (the “Service”). This Privacy Policy is incorporated by reference into our Terms of Service.
1. Scope
This Privacy Policy applies to personal information we collect from:
- account owners and invited users who use the Service (“Users”),
- visitors to our websites and marketing pages, and
- representatives of current, former, or prospective customers.
This Privacy Policy does not replace or modify the Business Associate Agreement (BAA) when one is in place. If your organization uses the Service with protected health information (“PHI”) under HIPAA and has a BAA with us, the BAA governs how we handle PHI as a Business Associate. This Privacy Policy primarily addresses personal information outside the scope of the BAA.
2. Information we collect
We collect information in the following categories:
A. Information you provide
- Account details (name, email address, phone number, password/credentials)
- Organization details (organization name, role/title, team membership)
- Support communications (messages to support, call notes, troubleshooting details)
- Optional profile information (e.g., full name provided during invited-user attestation)
B. Information processed in the Service
Depending on how your organization uses the Service, the Service may process operational scheduling data, including details related to appointments, locations, and notes. If a BAA is active, certain information in the Service may include PHI as defined under HIPAA and governed by the BAA.
C. Payment and billing information
Payments are processed by our payment processor (e.g., Stripe). We do not store full payment card numbers. We may receive billing-related information such as the billing contact name, billing address, partial card details (e.g., last four digits), and transaction identifiers from our payment processor.
D. Automatically collected information
When you use the Service, we may collect:
- Device and browser information (e.g., IP address, user agent, operating system)
- Log data (e.g., access times, pages viewed, actions taken in the Service)
- Approximate location inferred from IP address (city/state level)
- Cookies and similar technologies (see Section 8)
3. How we use information
We use information to:
- Provide, maintain, and improve the Service
- Create and administer accounts, authentication, and access control
- Process payments, invoices, usage billing, and subscription management
- Provide customer support, respond to requests, and communicate service updates
- Secure the Service (fraud prevention, abuse detection, auditing, and troubleshooting)
- Monitor reliability and performance (including error and crash reporting)
- Comply with legal obligations and enforce our agreements
- Generate and display in-product reporting and analytics within the Service
4. How we disclose information
We may disclose information in the following circumstances:
A. Service providers (“Subprocessors”)
We use trusted third parties to help operate the Service. These may include:
- Infrastructure and hosting (e.g., AWS in the United States)
- Monitoring and reliability (e.g., Datadog)
- Error reporting (e.g., Sentry)
- Email and messaging delivery (e.g., SendGrid, Twilio)
- Payment processing (e.g., Stripe)
These providers may process personal information on our behalf under contractual obligations consistent with this Privacy Policy. Where applicable, our BAA requirements and subprocessor obligations apply.
We maintain a list of subprocessors at: [Subprocessor List URL].
B. Within your organization
If your organization uses the Service, administrators and authorized Users within that organization may access certain information associated with your account and your activity, consistent with your organization’s permissions and settings.
C. Legal and safety
We may disclose information if we believe disclosure is required by law, regulation, legal process, or governmental request, or is necessary to protect the rights, safety, and security of Fluent, our Users, or the public.
D. Business transfers
If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets, information may be disclosed as part of that transaction, subject to standard confidentiality protections.
E. With your direction
We may disclose information when you request or authorize us to do so (for example, enabling integrations).
5. Data retention
We retain information for as long as necessary to provide the Service, comply with legal obligations, resolve disputes, enforce our agreements, and for legitimate business purposes.
We may retain certain records (including audit, security, and access logs) for up to six (6) years, unless a longer period is required by law. We may also maintain encrypted backups for business continuity and disaster recovery; information in backups may persist for a period of time and is deleted in the ordinary course of our backup lifecycle.
If a BAA is in place, retention and deletion of PHI are governed by the BAA and applicable law.
6. Security
We maintain administrative, technical, and physical safeguards designed to protect information. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.
7. Your choices and rights
Account information. You may update certain account details within the Service. Your organization’s administrators may control certain settings and permissions.
Marketing preferences. You may opt out of marketing emails by using the unsubscribe link in those emails. Service-related emails (e.g., billing, security, account notices) are not optional.
State privacy rights. Depending on where you live, you may have privacy rights such as accessing, correcting, deleting, or obtaining a copy of personal information, and opting out of certain processing. We will respond to verified requests as required by applicable law. To submit a request, contact us at the email listed below.
8. Cookies and similar technologies
We use cookies and similar technologies to operate the Service, keep you logged in, remember preferences, and understand usage. You can control cookies through your browser settings. Some features may not work properly if cookies are disabled.
9. International use
The Service is intended for use in North America. Information may be processed in the United States, including in the cloud regions where we and our service providers operate.
10. Children’s privacy
The Service is not directed to children under 13, and we do not knowingly collect personal information from children under 13.
11. Changes to this Privacy Policy
We may update this Privacy Policy from time to time. If we make material changes, we will provide reasonable notice (such as by posting within the Service or by email). The Effective Date above indicates when this Privacy Policy was last updated.
12. Contact us
Questions or requests about this Privacy Policy can be directed to:
Fluentworks, Inc.
Email: legal@fluentworks.com
Mailing address: 2529 Lawrence St, Denver, CO 80205