Introduction
This Privacy Policy explains how Reflect IQ LLC, a California limited liability company ("ReflectIQ," "we," or "us"), collects, uses, and shares personal information when you visit our website at reflectiq.com, use the ReflectIQ platform as an authorized user, or otherwise communicate with us.
What this policy does not cover. Our hotel customers send us data from their own systems, such as reservation and revenue data, so we can provide our services to them. We process that data on our customers' behalf under our agreements with them, including our Data Processing Addendum, and each customer's own privacy policy governs it. If you were a guest at a hotel that uses ReflectIQ and have a question about your information, please contact the hotel directly. We will help them respond.
1. Information We Collect
The personal information we collect depends on how you interact with us:
| Category | Examples |
|---|---|
| Contact and professional information | Name, business email, phone number, company, job title, and the hotels you work with |
| Account information | Login credentials, user role, and multi-factor authentication settings for the ReflectIQ platform |
| Support and communications | Messages you send us, support requests (including any screenshots and page context attached to in-app requests), and notes or recordings of calls and meetings with us |
| Usage and device information | IP address, browser and device type, pages viewed, features used, and dates and times of access |
| Business and billing information | Billing contacts and addresses for your organization and records of your subscription. Payment card and bank account details are collected and processed by our third-party payment processor, and we do not store full card numbers on our systems |
Other than account login credentials, which we use only to authenticate you, we do not collect sensitive personal information, such as government ID numbers, health information, or precise geolocation, about visitors or users.
2. Where We Get Information
From you, when you fill out a form on our website, request a demo, sign up for our platform, contact support, or email or meet with us.
During calls and meetings. We may record, transcribe, or summarize calls and video meetings with you, including with AI-powered tools. We will tell you at the start of the call, and you can ask us not to record or transcribe it.
From your organization, when your employer or the hotel company you work with sets up your platform account or names you as a billing or administrative contact.
Automatically, through cookies and similar technologies when you visit our website or use the platform (see Section 5).
From other sources, such as business contact information that is publicly available on company websites or professional networking sites.
3. How We Use Information
We use personal information to:
provide, operate, and secure the ReflectIQ platform, including authenticating users;
respond to inquiries and support requests, and keep records of calls and meetings, including AI-generated transcripts and summaries;
manage customer relationships, subscriptions, and billing;
understand how our website and platform are used so we can improve them;
send service announcements and, where permitted, information about our products and events, which you can opt out of at any time;
detect and prevent fraud, abuse, and security incidents;
comply with legal obligations and enforce our agreements; and
carry out a merger, acquisition, financing, or sale of all or part of our business.
We may also create de-identified or aggregated information that does not identify you and use it for any lawful purpose. We do not use the personal information covered by this policy to train AI models.
4. How We Share Information
We share personal information only as described below:
Service providers that help us run our business, such as cloud hosting, payment processing, email, productivity and collaboration tools, customer support, analytics, and software development contractors. They may use the information only to provide services to us. Some service providers, such as our software development contractors, may access information from outside the United States, including from Mexico and Colombia, subject to contractual confidentiality and security obligations. Our current list is at reflectiq.com/subprocessors.
Your organization. If your employer or hotel company manages your platform account, it can see your account information and activity within its account.
Legal and safety reasons, when we believe disclosure is required by law or legal process, or needed to protect the rights, property, or safety of ReflectIQ, our customers, or others.
Business transfers, to a buyer, successor, or investor in connection with a merger, acquisition, financing, or sale of assets, subject to standard confidentiality protections.
With your consent or at your direction.
We do not sell personal information, and we do not share it for cross-context behavioral advertising, as those terms are defined in California law. We have not done so in the past 12 months.
Third-party links. Our website and platform may link to third-party websites and services, such as hotel brand systems. We do not control them, and their own privacy policies govern how they handle your information.
5. Cookies and Analytics
We use cookies and similar technologies to keep you signed in, remember your preferences, secure the platform, and understand how our website and platform are used.
We plan to use Google Analytics to measure usage. When we do, it will be configured without advertising features and without sharing data with Google for its own purposes. You can learn more about how Google handles this information at policies.google.com/technologies/partner-sites, and you can block Google Analytics with Google's browser add-on or your browser settings.
Browser signals. We honor Global Privacy Control (GPC) signals as a request to opt out of any sale or sharing of personal information, although we do not sell or share it. Because there is no common standard for "Do Not Track" signals, our website does not respond to them.
6. How Long We Keep Information
We keep personal information only as long as needed for the purposes described in this policy:
Account information: while the account is active, and for up to 90 days after it is closed or after our agreement with your organization ends.
Sales and marketing contacts: until you ask us to delete your information or opt out, or after 24 months without engagement.
Support and communications records: for up to 3 years, to help us resolve future issues.
Billing and contract records: as long as required for tax, accounting, and legal purposes, generally up to 7 years.
We may keep information longer where the law requires it or to resolve disputes and enforce our agreements.
7. Security
We use administrative, technical, and physical safeguards designed to protect personal information, including encryption, access controls, and multi-factor authentication for our personnel. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. If we learn of a security incident affecting your personal information, we will notify you as required by law.
8. Your Choices and Privacy Rights
Marketing emails. You can opt out of marketing emails at any time by using the unsubscribe link in any message or contacting us. We will still send service and account messages.
Your rights. Depending on where you live, including California, you may have the right to:
know what personal information we have collected about you, the sources, the purposes, and the categories of parties we disclose it to, and receive a copy;
correct inaccurate personal information;
delete personal information we have collected from you, subject to legal exceptions;
opt out of any sale or sharing of personal information, although we do not sell or share it; and
not be discriminated against for exercising these rights.
How to make a request. Email us at [email protected]. We do not charge a fee to process requests. We will need to verify your identity, usually by confirming information we already have, before acting on a request. You may use an authorized agent to make a request for you, and we may ask the agent for proof of authorization. We will respond within the time required by law, generally within 45 days.
If your request concerns data a hotel customer sent us about you, we will refer you to that hotel and help it respond.
9. Children
Our website and platform are intended for business use and are not directed to anyone under 16. We do not knowingly collect personal information from children. If you believe a child has given us personal information, please contact us and we will delete it.
10. Changes to This Policy
We may update this policy from time to time. We will post the updated version with a new effective date and, if the changes are material, notify platform users by email or in the platform before they take effect.
11. Contact Us
If you have questions about this policy or our privacy practices, contact us at:
Reflect IQ LLC
[email protected]