1. Who We Are and How to Contact Us

Owner and Data Controller

Textellent, Inc.

If you are located in the European Economic Area (EEA), the United Kingdom (UK), or another region with specific data protection rules, Textellent is typically the “data controller” for personal information we collect about visitors to our Sites and prospective customers, and a “data processor” or “service provider” for personal information we process on behalf of our customers in connection with the Services. See Section 8 (Controller vs. Processor Roles) for more details.

2. Scope and Audience

This Privacy Policy applies to personal information we collect and process in connection with:

Site Visitors – individuals who visit or interact with our Sites;
Customers and Users – individuals who create and use Textellent accounts (e.g., admins, team members);
End Users / Contacts of Our Customers – individuals whose information is uploaded into, or otherwise processed through, our Services (for example, people who receive SMS messages, appointment reminders, or scheduling links from our customers).

Business Services

Our Services are intended for use by businesses and organizations, not for personal or household use.

3. Personal Information We Collect

The information we collect depends on how you interact with us. We may collect the following categories of personal information:

3.1 Information You Provide Directly

Account and Profile Information (Customers & Users)

First and last name
Email address
Phone number
Business name and role/title
Login credentials (such as username and password)
User settings and preferences

Contact and Communication Information

Information you provide through contact forms, demos, support requests, or other communications (e.g., first and last name, email, phone number, address, city, company, message content)
Newsletter and marketing subscription details

Customer Billing and Transaction Information

Billing contact details
Payment-related information processed through our payment processors (we do not typically store full payment card numbers)

Content You Submit to the Services

When you use our Services, you and other users may submit content, such as:

Contacts and lists (names, phone numbers, email addresses, notes, and related CRM fields)
SMS/MMS message content and attachments
Appointment details (date, time, location, notes, appointment status)
Campaign configurations and templates
Other data imported via integrations or uploaded files

3.2 Information We Process on Behalf of Our Customers

When a customer uses Textellent to send messages or manage appointments, we process personal information on their behalf, which may include:

Contact information for the customer’s clients, prospects, or other contacts (e.g., names, phone numbers, email addresses)
Message content and associated metadata (e.g., timestamps, delivery status, responses)
Appointment and scheduling data (e.g., time, location, appointment type, confirmation status)
Interaction history and logs (e.g., campaign participation, opt-in/opt-out status)

Important Note

For this type of data, Textellent generally acts as a processor or service provider, and the customer is the controller or business responsible for compliance with applicable laws. See Section 8 for more details.

3.3 Device, Usage, and Cookies Data

When you visit our Sites or use our Services, we automatically collect certain information, which may include:

IP address
Browser type and version
Device identifiers and characteristics
Operating system
Referral URLs (how you reached our site)
Pages viewed, links clicked, time spent on pages, and other usage data
Log files and diagnostic information about how you interact with our Sites and Services

We use cookies and similar tracking technologies (such as pixels and local storage) to:

Enable core functionality (e.g., login, session management)
Analyze usage and performance
Remember preferences
Provide and measure advertising and marketing effectiveness

See Section 6 (Cookies and Similar Technologies) for more information.

3.4 Mobile App and Device Permissions

If you use our mobile application(s), we may request access to certain device features or data, such as:

Contact list / address book – to help you import or sync contacts into your Textellent account
Images or media – to allow you to upload images as part of your messages or campaigns

You control whether we have access to these features through your device settings. We will only access such data in accordance with the permissions you grant and for purposes described in this Privacy Policy.

4. How We Use Personal Information

We use personal information for the following purposes:

To Provide and Maintain the Services

Create and manage accounts
Deliver messaging, scheduling, and related functionality
Process and route SMS/MMS messages and appointment invitations
Provide customer support and respond to requests

To Improve and Personalize the Services

Analyze how the Sites and Services are used
Troubleshoot and protect against errors
Develop new features and improve user experience

To Communicate with You

Send transactional and service-related communications (e.g., account notices, security alerts, updates)
Respond to inquiries and support requests
Send marketing or promotional communications (where permitted by law and your preferences)

To Support Integrations and Automations

Connect with third-party tools (e.g., CRM, marketing, or tax software) as authorized by you
Synchronize data between Textellent and connected services

To Provide Analytics and Reporting

Track campaign performance, message delivery, and appointment metrics
Provide in-app reports and insights to you and other authorized users

For Security and Fraud Prevention

Detect, prevent, and investigate fraudulent or unauthorized activity
Protect the security and integrity of the Sites and Services

For Legal and Compliance Purposes

Comply with applicable laws and regulations
Exercise or defend legal claims
Respond to lawful requests from public or government authorities

5. Geographic Scope

US & Canada Only

Our Services are only available to residents of the United States and Canada. We do not offer services to individuals located in the European Economic Area (EEA), United Kingdom, or other regions outside of the US and Canada.

If you attempt to access our Services from outside the US or Canada, we may block or restrict your access. By using our Services, you confirm that you are located in the US or Canada.

6. Cookies and Similar Technologies

We and our third-party partners use cookies, pixels, and similar technologies to:

Recognize you when you visit our Sites
Remember your preferences
Analyze traffic and usage patterns
Provide, measure, and improve advertising and marketing

Some of these technologies are essential to operate the Sites; others are used for analytics and advertising and may be optional depending on your region.

Retention.com and Similar Services

When you visit or log in to our website, cookies and similar technologies may be used by our online data partners or vendors to associate these activities with other personal information they or others have about you, including by association with your email. We (or service providers on our behalf) may then send communications and marketing to these email addresses.

Opt-Out Option

You may opt out of receiving this advertising by visiting: https://app.retention.com/optout

Where required by law (for example, in the EEA/UK), we will request your consent before using non-essential cookies or similar technologies.

You can also control cookies through your browser settings and, in some regions, through consent tools or cookie banners displayed on our Sites. Disabling cookies may affect the functionality of some parts of the Sites or Services.

7. How We Share Personal Information

We may share personal information in the following circumstances:

Service Providers and Vendors

We engage trusted third parties to perform services on our behalf, such as:

Hosting and infrastructure
SMS/MMS messaging and telecommunication carriers
Email delivery and marketing tools
Payment processing
Customer support and ticketing
Analytics and advertising

These providers may access personal information only to perform services for us and are contractually obligated to safeguard it.

Customers (for End Users’ Data)

When we process personal information on behalf of our customers (e.g., end-user contact details, messages, appointment data), that information is typically shared with the relevant customer and users in that customer’s account as configured by them.

Business Transfers

In connection with any actual or potential merger, acquisition, financing, asset sale, or similar transaction, personal information may be transferred as part of that transaction, subject to applicable law.

Legal Obligations and Protection of Rights

We may disclose personal information if required to do so by law or in good faith belief that such action is necessary to:

Comply with a legal obligation or lawful request
Protect and defend the rights, property, or safety of Textellent, our users, or others
Investigate or prevent potential wrongdoing

With Your Consent

We may share personal information with third parties if you direct us to do so or provide your consent.

Mobile and SMS Information

Important SMS Policy

Mobile information will not be shared with third parties or affiliates for their own marketing or promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties for marketing or promotional use.

We use mobile numbers and messaging information only to provide our Services (including sending and receiving messages on behalf of our customers), to support compliance and security, and as otherwise described in this Privacy Policy or in our agreements with customers.

8. Controller vs. Processor Roles

Textellent may act as:

Data Controller / “Business”

For personal information that we collect directly from Site visitors, prospective customers, and account holders (e.g., when you request a demo, create an account, or subscribe to our marketing communications), Textellent generally acts as the data controller or “business.”

Data Processor / “Service Provider”

For personal information that our customers upload into or process through the Services (for example, their clients’ contact details, messages, and appointment information), Textellent typically acts as a data processor or “service provider” and processes such information only as instructed by the customer and in accordance with our agreements and applicable law.

End Users & Customer Contacts

If you are an end user or contact of one of our customers, questions or requests regarding your personal information (including requests to access, delete, or update your data) should generally be directed to that customer. We will assist our customers in responding to such requests as required by law and our contracts.

9. International Data Transfers

Textellent is headquartered in the United States, and we (and many of our service providers) process personal information in the United States and other countries that may not have the same data protection laws as your home country.

Where required, we use appropriate safeguards to protect personal information when it is transferred internationally, such as:

Contractual protections (for example, Standard Contractual Clauses approved by the European Commission); and/or
Other lawful transfer mechanisms permitted under applicable law.

You may contact us at [email protected] for more information about these safeguards.

10. Data Retention

We retain personal information for as long as reasonably necessary to:

Provide the Services and fulfill the purposes described in this Privacy Policy;
Comply with our legal obligations;
Resolve disputes; and
Enforce our agreements.

In general, this means:

Account and profile data – retained for the life of the account and for a reasonable period afterward (for example, as required for legal, tax, or accounting purposes).
Service and usage data – retained for periods consistent with our internal policies (for example, logs may be kept for a limited time for security and troubleshooting).
Marketing data – retained until you opt out or until we decide it is no longer needed for the purposes collected, in accordance with applicable laws.
Customer content and end-user data – retained in accordance with our agreements with the relevant customer and their configuration choices, or as required by law.

We may anonymize or aggregate data so that it no longer identifies an individual; we may use such data for research, analytics, and improvement of our Services.

11. Your Privacy Choices

You have several choices regarding your personal information:

Account Settings: If you have a Textellent account, you can access and update certain information directly in your account settings.
Marketing Communications: You can opt out of marketing emails by following the unsubscribe link in those emails or by contacting us. You may still receive transactional or service-related emails.
Cookies and Tracking: You can manage cookies through your browser settings and through any consent banners or tools provided on our Sites (where required).
SMS Messages from Our Customers: If you receive SMS messages sent via Textellent on behalf of one of our customers, you can usually opt out by replying with STOP or as directed in the message. These opt-outs are managed by the customer; we support their compliance with opt-in/opt-out rules.

12. Your Rights (Depending on Where You Live)

Your rights may vary depending on your location. Subject to certain limitations, you may have the following rights over your personal information:

12.1 EEA/UK and Similar Jurisdictions

If you are in the EEA, UK, or another jurisdiction with similar laws, you may have the right to:

Access your personal information and obtain a copy
Request correction of inaccurate or incomplete information
Request deletion of your personal information
Object to or request restriction of processing
Request data portability
Withdraw consent where processing is based on consent
Lodge a complaint with a supervisory authority

To exercise these rights, please contact us at [email protected]. If we process your information on behalf of a customer, we may redirect your request to that customer.

12.2 California and Other U.S. State Privacy Laws

If you are a resident of California or other U.S. states with privacy laws (such as Colorado, Connecticut, Virginia, or Utah), you may have additional rights, which can include:

The right to know what categories of personal information we collect, use, disclose, and, if applicable, “sell” or “share”;
The right to access specific pieces of personal information we hold about you;
The right to request deletion of personal information, subject to certain exceptions;
The right to correct inaccurate personal information;
The right to opt out of the “sale” or “sharing” of personal information for targeted advertising (if applicable);
The right not to be discriminated against for exercising your privacy rights.

Data Selling Disclosure

Textellent does not sell your personal information in the traditional sense of selling customer lists for money. However, we may share certain identifiers and internet or device information with analytics and advertising partners, which may be considered a “sale” or “sharing” under some state laws. Where required, we provide mechanisms to opt out of such activities.

To exercise your state-specific privacy rights, please contact us at [email protected] and indicate your state of residence and the nature of your request. We may need to verify your identity before fulfilling your request.

13. Security

We take reasonable and appropriate technical and organizational measures to protect personal information from unauthorized access, use, alteration, and destruction. However, no method of transmission over the internet or method of electronic storage is 100% secure, and we cannot guarantee absolute security.

If you believe your account or interaction with us is no longer secure, please contact us immediately at [email protected].

14. Children’s Privacy

Our Sites and Services are not directed to children under the age of 13 (or the age of majority in your jurisdiction), and we do not knowingly collect personal information from children. If we become aware that a child has provided us with personal information, we will take steps to delete such information.

If you believe a child has provided personal information to us, please contact us.

15. Third-Party Websites and Services

Our Sites and Services may contain links to websites or services operated by third parties. This Privacy Policy does not apply to those third-party sites or services, and we are not responsible for their privacy practices.

We encourage you to review the privacy policies of any third-party sites or services you visit or use.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we do, we will revise the “Last updated” date at the top of this page. In some cases, we may provide additional notice (such as by posting a notice on our Sites or by sending an email notification).

Your continued use of the Sites or Services after the effective date of any changes indicates that you have read and understood the updated Privacy Policy.

17. How to Contact Us

If you have any questions about this Privacy Policy or our privacy practices, or if you wish to exercise your rights, please contact us at: