Privacy Policy

We collect the following types of information:

• Account information: When you create an account, we collect your name, email address, and organisation details.
• Platform data: Content you import or sync into OpsScaleIQ — including customer reviews from Google Business Profile, Yelp, TripAdvisor, Trustpilot, and CSV uploads — is stored and processed on your behalf. Reviewer names in that data are anonymizable on request.
• Usage data: We automatically collect information about how you use the platform, including IP address, browser type, pages viewed, and feature interactions, to improve the service.
• Billing information: Payment data is processed exclusively by Stripe. OpsScaleIQ never stores credit card numbers on its own servers.
• Cookies and tracking technologies: We use cookies and similar technologies to maintain session state and improve your experience. We also use Google Analytics to understand how visitors interact with our website. You can manage your cookie preferences using the cookie settings panel available on our site.

We use the information we collect to:

• Provide, maintain, and improve the OpsScaleIQ platform
• Run AI triage, generate response drafts, and create SOPs on your behalf
• Send transactional SMS review request messages, weekly digest emails, velocity alerts, and SLA escalation notifications, where you have provided appropriate consent
• Communicate with you about your account, billing, or support inquiries
• Analyse aggregated usage patterns to improve platform performance
• Comply with applicable legal obligations and enforce our Terms of Service
• Prevent fraud and maintain the security of our infrastructure

We will not sell, rent, or share your personal information with third parties for their own marketing purposes.

OpsScaleIQ enables business subscribers to send transactional SMS review-request messages to their customers via our platform. If you receive an SMS from a business using OpsScaleIQ, that business has certified that you provided explicit prior consent to receive SMS communications from them.

What we send: Transactional review-request messages only. No promotional or marketing SMS is sent through our platform.

How to opt out: Reply STOP to any SMS message at any time. You will be immediately unsubscribed and will receive a confirmation message. Reply HELP for support contact information.

Message and data rates may apply. For our full SMS consent policy, including the opt-in workflow description required by US carriers, see our SMS Consent & Opt-In Policy.

We may share your information with:

• Sub-processors: We use the following third-party service providers (“sub-processors”) to operate the platform. Each is contractually bound to protect your data and prohibited from using it for their own purposes:
  • Google Cloud Platform — compute infrastructure and data storage
  • Google Vertex AI / Gemini — AI-powered review triage and classification
  • Anthropic — Claude AI models used for review response drafting and SOP playbook generation
  • Clerk — user authentication and identity management
  • Stripe — payment processing and subscription billing
  • Twilio — SMS message delivery for review request campaigns
  • Resend — transactional email delivery
• Business transfers: If OpsScaleIQ is acquired, merged, or restructured, your information may be transferred as part of that transaction, subject to the same protections.
• Legal requirements: We may disclose your information if required by law or in response to valid requests from public authorities.

We retain your account and platform data for the duration of your active subscription plus 90 days after cancellation, after which it is permanently deleted. Photo proof files are archived after 90 days and deleted after 1 year. You may request earlier deletion at any time by contacting us.

Depending on your location, you may have certain rights regarding your personal information, including:

• The right to access the personal information we hold about you
• The right to request correction of inaccurate data
• The right to request deletion of your data (“right to be forgotten”)
• The right to withdraw consent at any time, where processing is based on consent
• The right to data portability
• The right to lodge a complaint with a supervisory authority

To exercise any of these rights, please contact us at [email protected]. We will acknowledge your request within 72 hours and respond in full within 30 days.

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. However, no method of transmission over the Internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

The Site may contain links to third-party websites. We are not responsible for the privacy practices or content of those sites. We encourage you to review the privacy policies of any third-party sites you visit.

The Site is not directed to individuals under the age of 16. We do not knowingly collect personal information from children. If we become aware that a child under 16 has provided us with personal information, we will delete such information promptly.

Your information may be transferred to and processed in countries other than your country of residence, including the United States. Where we transfer personal data from the European Economic Area, United Kingdom, or Switzerland to the United States or other third countries, we rely on appropriate transfer mechanisms, including the EU-US Data Privacy Framework (where applicable to our sub-processors) and Standard Contractual Clauses approved by the European Commission, to ensure your information remains protected in accordance with applicable data protection law.

We may update this Privacy Policy from time to time. When we make changes, we will revise the “Last updated” date at the top of this page. We encourage you to review this page periodically to stay informed about our data practices.

If you have questions or concerns about this Privacy Policy or our data practices, please contact us at: