Explains how we collect, use, and protect your personal information.
 

Effective Date: July 25, 2026
 

Entity: This Privacy Policy applies to Lumen VOC. In this policy, "Lumen VOC," "we," "our," and "us" all refer to the same company.
 

We care about your privacy. This policy explains how we collect, use, share, and protect your information when you use our website, platform, and other services (together called the "Services"). If you have any questions, contact us at hello@lumenvoc.com.

1. Information We Collect

We collect the following types of information when you use our Services:

1.1 Account Information
Name, email address, company name, and billing details when you register.

1.2 Service Data
Data uploaded, submitted, or generated by you and your authorized users in connection with the Services. This includes member feedback, survey responses, support tickets, and social media comments that you upload for analysis.

1.3 Usage Data
Log data such as IP address, device type, browser, and activity within the Services. Cookies and analytics data used to improve our Services.

1.4 Payment Information
Payment and billing records, collected and processed securely by third party payment providers.

1.5 Communications
Records of your interactions with us, such as emails, support requests, or product feedback submitted through the platform.

2. How We Use Your Information

We use the information we collect for the following purposes:

To provide, operate, and maintain the Services, including AI powered feedback analysis, sentiment scoring, and reporting.

To process payments and manage subscriptions.

To improve and personalize the Services.

To send important transactional messages (e.g., invoices, service updates).

To send marketing and promotional communications (with your consent, where required).

To monitor security, detect fraud, and ensure compliance.

To generate anonymized and aggregated insights for product improvement, industry benchmarking, and research. Anonymized data cannot be used to identify any individual or organization.

To comply with applicable legal obligations.

3. Member Feedback Data

As an operator, you may upload feedback data from your members, customers, or tenants. This data is processed by Lumen VOC solely to provide you the Services.

You are responsible for ensuring you have the right to share this data with Lumen VOC. You should have appropriate privacy notices and consent mechanisms in place with your members before uploading their feedback to our platform.

Member feedback data is stored securely, segregated by operator, and protected by row level security. No operator can access another operator's data.

We do not contact the individuals whose feedback you upload. We do not share identifiable member data with any third party.

We may use anonymized and aggregated data derived from member feedback for product improvement, industry benchmarking, and research. This anonymized data cannot be traced back to any individual member or specific organization.

4. Sharing of Information

We only share your information in limited circumstances:

Service Providers: With trusted third parties who provide hosting, analytics, payment processing, and other business functions.

Legal Compliance: Where required by law, regulation, or valid legal process.

Business Transfers: In connection with a merger, acquisition, or sale of assets.

With Consent: Where you give us permission to share data.

We do not sell or rent your personal information.

5. Data Retention

We retain personal data and Service Data only as long as necessary:

For the duration of your subscription and 30 days thereafter.

To comply with legal, tax, or accounting obligations.

To resolve disputes and enforce agreements.

If your subscription is cancelled, your data will be retained for 30 days. After that period, it will be permanently deleted unless otherwise required by law. If you reactivate your subscription within that 30 day window, your data will be restored.

When data is no longer needed, we securely delete or anonymize it.

6. Data Security

We implement administrative, technical, and physical safeguards designed to protect your information against unauthorized access, loss, misuse, or alteration. These include:

Row level security ensuring each operator can only access their own data.

Encrypted data transmission.

Secure authentication with session management.

However, no system is completely secure, and we cannot guarantee absolute protection.

7. Your Rights

Depending on where you live, you may have the following rights:

Access: Request a copy of the personal data we hold about you.

Correction: Ask us to correct or update inaccurate data.

Deletion: Request deletion of your data where applicable.

Restriction: Limit how we process your data in certain circumstances.

Portability: Receive your data in a structured, machine readable format.

Opt out of Marketing: Stop receiving marketing communications at any time by following unsubscribe links or contacting us.

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8. Cookies

We use cookies and similar technologies to:

Keep you signed in.

Analyze traffic and usage trends.

Remember preferences.

You can manage cookie preferences through your browser settings.

9. Children's Privacy

Our Services are not directed to individuals under 16, and we do not knowingly collect personal data from children. If we become aware that we have collected such data, we will delete it.

10. Legal Bases for Processing (GDPR/UK GDPR)

For users in the EU/UK, we process personal data under the following legal bases:

Contract: To provide the Services you have requested.

Consent: For marketing communications and optional features.

Legal Obligation: To comply with laws and regulations.

Legitimate Interests: To improve our Services, ensure security, and support business operations.

11. California Privacy Rights (CCPA/CPRA)

California residents have additional rights, including:

The right to know what categories of personal information we collect.

The right to request deletion of personal information.

The right to opt out of the "sale" or "sharing" of personal information (we do not sell personal information). To exercise these rights, email hello@lumenvoc.com.

12. Changes to This Policy

We may update this Privacy Policy from time to time. If material changes are made, we will notify you at least ten (10) days before the changes take effect.

13. Contact Us

If you have questions, requests, or complaints regarding this Privacy Policy or how your data is handled, please contact:

Lumen VOC
Email: hello@lumenvoc.com
Website: lumenvoc.com