Privacy policy

This explains what Lumina Labs US LLC does with information when you use MiaNex.

Two different kinds of information are involved and they are not treated the same. Information about you and your business is ours to hold as the company you buy from. Information about your customers — their names, phone numbers, what they left with you — is yours; we hold and process it only to run the service on your behalf, on your instructions.

To provide and bill for the service:

• Your name, business name, email address and phone number.
• Your shop's address, opening hours, services and prices — the things the receptionist needs to answer.
• Billing details held by Stripe. We see the last four digits of a card and nothing more.
• Where you enable texting, the business details the phone carriers require to register you, including your tax identification number.
• Where you connect a point-of-sale system, the credentials for it. These are encrypted before they are stored and are used only to answer questions about your own orders.
• Where you connect Jobber, the access tokens Jobber issues for that connection — never your Jobber password — and the names of your Jobber team members, so bookings go to the right person. The tokens are encrypted before they are stored, and when you disconnect, from MiaNex or from Jobber, we delete them.
• Where you connect QuickBooks Online, the access tokens Intuit issues for that connection — never your QuickBooks password. They are encrypted before they are stored, and you can end the connection at any time from MiaNex or from QuickBooks.
• Where you use WhatsApp, the identifiers of your WhatsApp Business account and its phone number, your business's display name on WhatsApp, and the keys for the Twilio account that sends your messages — never your Facebook or Meta password. The keys are encrypted before they are stored.
• Where you connect Insellerate, the credentials for it, encrypted before they are stored.

When your customer calls your line, the service processes:

• their phone number, and their name if they give it or if it is already in your records;
• a recording of the call and a written transcript of it;
• a summary of what the call was about, and any message left for your staff;
• where you connect a point-of-sale system, the order information needed to answer their question — their order status, ready date and balance;
• where you connect Jobber, their name, phone number, email address and service addresses as they appear in your Jobber, kept in step with your Jobber so the receptionist recognises them, and their upcoming visits, read at the moment they ask;
• where you connect QuickBooks Online, the invoices open on their account — numbers, amounts and due dates — read at the moment they ask and not kept by us, and, so the receptionist recognises them, their name, phone numbers and email address as they appear in your QuickBooks;
• any note they ask us to add to their account, such as a standing preference.

Where you use WhatsApp, and your customer writes to your WhatsApp number, the service processes:

• their WhatsApp number and the profile name their WhatsApp shows;
• the messages they send and the replies sent to them, by the receptionist or by your staff, with the time and delivery status of each;
• any photo, document or voice note they send. The receptionist is told one arrived and does not open it. The file stays with Twilio, in your business's account, and is fetched only when one of your staff opens it;
• the details they give so your staff can help them — their name, email address and what they need — and, when they ask for a person, a short note of why, for whoever takes it over;
• whether they have agreed to hear from you on WhatsApp, how they agreed, and whether they have asked to stop;
• where you connect Insellerate, a note on their lead — or a new lead when they gave their name — with what they asked about and a short summary, not the whole conversation.

Messages that reach us through WhatsApp are used to answer the person who sent them, to let your staff carry on the conversation, and for nothing else. We do not use them for advertising, we do not build profiles from them, and we do not sell them or share them with anyone for their marketing. They are not used to train publicly available AI models.

Before a message is stored or read by the receptionist, a full Social Security number or payment card number in it is removed. We ask people not to send them.

Calls are recorded and transcribed. The receptionist announces this at the start of every call, which is how consent is obtained; Florida requires every party to a conversation to consent to its recording.

Recordings and transcripts are used to answer the call, to let you review what was said, and to improve how the service handles calls. They are not used to train publicly available AI models.

Running the service means passing information to the companies below. We name them individually rather than describing them as trusted partners, because you are entitled to know exactly who handles your customers' conversations.

• Retell AI — Runs the voice agent and carries the phone calls.
• Twilio — Provides the phone numbers, sends text messages, and carries WhatsApp messages.
• Meta Platforms (WhatsApp Business Platform) — Only where you use WhatsApp: delivers the messages between your customers and your WhatsApp number, as it does for every business on WhatsApp.
• ElevenLabs — Generates the receptionist's speech.
• Anthropic — Powers the conversation and the summaries written after a call.
• Supabase — Hosts the database holding your shop's settings and call history.
• Vercel — Hosts and runs the application.
• Stripe — Takes payment. We never see or store your card details.
• Your point-of-sale provider — Only where you connect one, and only to look up your own orders.
• Jobber — Only where you connect your Jobber: to tell a caller when their next visit is, to find open times in your team's schedule, and to create the client, property, job and visit for a booking the caller has agreed to on the call.
• Intuit (QuickBooks Online) — Only where you connect your QuickBooks: to tell a caller what is open on their invoices and text them the invoice's own payment link, and, if you choose QuickBooks for invoicing, to create the customer and the invoice for an order you have confirmed.
• Insellerate — Only where you connect your Insellerate: to add a note to the lead a caller or a WhatsApp customer is already linked to, or to create a lead when they gave their name — with their number, email, what they asked about and a short summary. We never change an existing field.

We do not sell personal information, and we do not share it with third parties for their own marketing. Phone numbers collected through the service are used to contact that person about their own order and nothing else.

We do not use one shop's data to answer another shop's calls.

In your Jobber we create only clients, properties, jobs and visits for bookings your callers have agreed to on the call. We do not change or delete anything we did not create, and we do not touch your quotes, invoices or payments.

In your QuickBooks we create only what you have chosen to have us create — a customer and an invoice for an order you confirmed. We do not record payments, and we do not change or delete anything we did not create.

If you tick the optional box “Text me about my account and support requests” in Account → Settings, or the optional box “Text me about my MiaNex account” on the sign-up page, MiaNex (Lumina Labs US LLC) may text you about your MiaNex account: billing and payment problems, setup status, security alerts and replies to your support requests. The box is unticked until you choose it. These messages are not marketing: no offers, promotions or newsletters.

• Who is texted: only an account holder or user of a MiaNex business who ticked the box and gave their own number. Never a business's callers or customers.
• What is sent, and how often: notices about your own account or support requests. Message frequency varies with what happens on your account.
• Message and data rates may apply.
• Opt out: reply STOP to stop, or HELP for help, untick the box in Account → Settings, or email support@luminalabs-us.com. A STOP applies to every text from that number until you reply START.
• Consent is not a condition of buying anything or of using MiaNex.
• We do not sell your mobile number, and we do not share it with third parties or affiliates for their marketing or promotional purposes.
• We keep a record of each choice you make about these texts: your number, the time, the version and exact words you saw, and where you made it. It is used to send and to prove the messages you chose, and for nothing else.

MiaNex (Lumina Labs US LLC) sends product updates and offers about MiaNex by text message only to people who tick a separate, optional box: “Text me MiaNex product updates and offers”, at sign-up or in Account → Settings. The box is never pre-ticked, is never part of accepting the terms, and is not inferred from having an account or from agreeing to the account and support texts, which are a separate choice.

• Who is texted: only account holders and their users who ticked the marketing box and gave their own number. Never a business's callers or customers, a purchased or imported list, or a lead or prospect who has not ticked it.
• What is sent, and how often: recurring product updates and offers about MiaNex, up to 4 messages a month. When you subscribe we send one confirmation text: “MiaNex: you're subscribed to product updates and offers, up to 4 msgs/month. Msg & data rates may apply. Reply HELP for help, STOP to unsubscribe.”
• Message and data rates may apply.
• Opt out: reply STOP to unsubscribe, or HELP for help, or untick the box in Account → Settings at any time, or email privacy@luminalabs-us.com. A STOP applies to every text from that number until you reply START.
• Consent to marketing texts is not a condition of purchase, and is not required to use MiaNex.
• We do not sell your mobile number, and we do not share it with third parties or affiliates for their marketing or promotional purposes.
• We keep a record of each choice you make about these texts: your number, the time, the version and exact words you saw, and where you made it. It is used to send and to prove the messages you chose, and for nothing else.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. This applies to every number we hold: the mobile number of a person who uses MiaNex, and the number of a customer who rang one of the businesses that uses it.

All other categories of data exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties. Where somebody has agreed to receive text messages, that agreement and the record of it are used to send those messages and for nothing else.

We use a mobile number only for the purpose it was given for. A number given to Mia Help Desk is used to reply about that support request. A number given to a business using MiaNex is used by that business to contact that person about their own appointment or order. Neither is added to a marketing list, and neither is passed to anybody who would. A number you give MiaNex for text messages under Account → Settings is used for the texts you chose: account and support notices and, only if you ticked its separate box, MiaNex's own marketing texts. We never use a number for marketing unless you ticked that box.

The same applies on WhatsApp. Someone who writes to a business there gets replies for 24 hours; the business may write to them after that only with their agreement, and stops when they ask it to.

• We do not sell mobile numbers.
• Marketing texts from MiaNex are sent only to people who ticked the separate, optional marketing box, and stop when you reply STOP or untick it.
• We do not rent, trade or otherwise disclose mobile numbers to third parties or affiliates for their own marketing or promotional purposes.
• Consent to receive text messages is never a condition of buying anything, of getting support, or of receiving any service.
• Reply STOP to any message to stop receiving texts, or HELP for assistance. On WhatsApp, reply STOP or ask to stop in your own words. You can also email privacy@luminalabs-us.com and ask to be removed.

Some businesses find MiaNex through a partner, a person we pay when a business they introduced becomes a customer. When you open a partner's link, our page sets one small cookie in your browser. It holds a random key and the partner's code, so that if you create an account we can tell which partner introduced you. It lasts 30 days.

We use the random key only to count the visit on the partner's page. We do not store your IP address, your name or your location with it, and we do not use it to follow you to other websites or to show you ads. Obvious robots and repeated refreshes are not counted.

If you create an account within those 30 days, we record the partner's code against your business, because that is what lets us pay the partner. The partner sees only a short reference for your business. They never see its name, your contact details, your calls, your messages or your billing.

You can delete the cookie in your browser settings at any time. That stops the tracking, but a partner who introduced you may then not be credited.

If you apply to become a partner, we keep what you send in the application (your name, email, optional phone and company, and how you plan to promote MiaNex) so that a person can review it. If you are a partner yourself, we keep your name, your email address, the code we gave you, and a record of what you earned and were paid. Before we pay you we collect a U.S. tax form (a W-9) and keep it outside the MiaNex app.

Call recordings, transcripts and customer records are kept while you are a subscriber, so that you can review your own call history. After your subscription ends we delete them within a reasonable period unless the law requires us to keep them.

Where you connect Jobber, the copy of your Jobber clients and addresses we keep so the receptionist recognises callers is deleted with the rest of your data, or sooner if you ask.

WhatsApp conversations are kept on the same terms as calls, so your staff can see what was said before. Retell AI, which runs the receptionist, also keeps the written conversation it answered; when we delete a conversation, we ask Retell AI to delete its copy too.

You can ask us to delete a particular recording, or all of your data, at any time.

To have your data deleted, email privacy@luminalabs-us.com from the address on your account, or ask on the help desk. Say whether you want everything deleted or something in particular, such as one recording or one conversation.

If you are a customer of a business that uses MiaNex — you called it, or wrote to it on WhatsApp — your information belongs to that business, so the quickest route is to ask the business. You can also write to us with the number you called or wrote from: we will pass the request to the business and help it answer, and once it confirms, we delete the recordings, transcripts, messages and attachments that belong to you.

Where you use WhatsApp and stop, or disconnect your WhatsApp Business account, we delete the identifiers and keys we held for it. Where a provider named above holds a copy, we ask it to delete that copy as well. We confirm by email when it is done, normally within 30 days.

Data is encrypted in transit and at rest. Point-of-sale credentials and the keys for connected services are separately encrypted before storage. Access to a shop's data is restricted at the database itself, so one shop's staff cannot reach another's, and access by our own staff is limited to what is needed to support you.

No system is perfectly secure. If a breach affects your data we will tell you promptly and tell you what happened.

You can ask us what we hold about you, correct it, or have it deleted. Depending on where they live, your customers may have the same rights over their information — and because that information is yours rather than ours, we will pass any such request to you and help you answer it.

Write to privacy@luminalabs-us.com.

If we change this policy in a way that materially affects you, we will tell you before it takes effect rather than quietly changing the date at the top.