Legal
Privacy Policy
- Effective:
- March 2025
1. Who we are and our roles
This Policy is issued by Medacquire Inc., a Delaware corporation ("LiveIQ"). It covers (a) information collected through liveiq.ai and our sales and support processes, for which LiveIQ is the controller, and (b) information processed through the LiveIQ platform on behalf of our business customers.
When we process information on behalf of a business customer (for example, client conversations for a medspa, fitness studio, gym, or wellness center), we act as that customer's service provider or processor. The customer controls that data and its own privacy notice governs it. Requests about such data should be directed to the relevant business; we will assist them as required by our agreement and law.
2. Information we collect
- Business contact and account data: names, job titles, business names, business emails, phone numbers, billing details, and number of locations.
- Website form data: information you submit through the demo request or cancellation request forms, plus submission time and browser user-agent for recordkeeping and spam prevention.
- Communications content (platform): inbound and outbound calls and messages handled through the Services, AI-generated responses, and related metadata such as phone numbers, timestamps, and delivery status.
- Call recordings and transcripts, where the customer enables these features.
- Appointment and scheduling information exchanged with connected scheduling tools.
- Lead and campaign contact lists uploaded or synced by customers, and related consent and opt-out records.
- CRM and integration data accessed with the customer's authorization.
- Technical data: server logs such as network identifiers (IP) and request details needed to operate and secure the Services.
Our website forms are for business inquiries only. Please do not submit patient health or medical information through them.
3. How we use information
- To provide, configure, maintain, and support the Services as instructed by customers
- To respond to demo requests, inquiries, and cancellation requests, and to keep records of them
- To bill, collect payments, and enforce our agreements
- To secure the Services, prevent fraud and abuse, and comply with carrier and legal requirements
- To improve the Services using aggregated or de-identified information, where permitted by our agreements and law
Where laws such as the GDPR apply, we rely on performance of a contract, our legitimate interests in operating and securing our business, compliance with legal obligations, and consent where required.
We do not sell personal information, and we do not use customer communications or patient information to train generally available AI models except as expressly permitted by the applicable customer agreement, applicable law, and any required consent.
4. Healthcare information and HIPAA
Many of our customers operate in healthcare-adjacent fields. Whether HIPAA applies depends on the customer's status and the information processed. Where LiveIQ would act as a business associate of a HIPAA covered entity, LiveIQ requires an executed Business Associate Agreement before processing protected health information, and applies the safeguards and subcontractor agreements that BAA requires.
LiveIQ does not claim blanket HIPAA compliance, HIPAA certification, or SOC 2 certification. Customers should not route protected health information through the Services unless a BAA is in place.
5. Sharing and subprocessors
We share information with service providers that help us operate the Services — such as cloud hosting and database providers, telephony and SMS carriers, AI model providers, and email providers — under contracts limiting their use of the information. We also share information with integrations a customer chooses to connect, when required by law or legal process, to protect rights and safety, or in connection with a merger or acquisition.
A current list of subprocessors is available on request at support@liveiq.ai.
6. Retention and deletion
We retain business contact and contract records for as long as needed for the relationship and for legal, tax, and dispute-resolution purposes. Cancellation and acceptance records are retained as evidence of the parties' agreement. Platform data is retained for the subscription term and deleted or returned after termination as described in our customer agreements, subject to legal retention obligations.
7. Security
We use encryption in transit (HTTPS/TLS), access controls limiting who can view stored form submissions, and hosted infrastructure with industry-standard protections. No system is perfectly secure, and we cannot guarantee absolute security.
8. International processing
LiveIQ is based in the United States, and information may be processed in the United States and other countries where our providers operate. Where required, we use appropriate safeguards for international transfers.
9. Your rights
Depending on where you live, you may have rights to access, correct, delete, or obtain a copy of your personal information, to object to or restrict certain processing, and to appeal our decisions. Contact support@liveiq.ai. We will verify your request and respond within the time required by law. We will not discriminate against you for exercising your rights. If your information was provided to us by one of our business customers, we may refer you to that business.
11. Children
Our website and Services are intended for businesses and are not directed to children under 16.
12. Changes and contact
We may update this Policy and will post changes with their effective date. Material changes affecting customer agreements are handled as described in our Terms. Questions: support@liveiq.ai.