Privacy policy.

Della ("Della," "we," "us") is an AI receptionist service. Businesses — salons, medspas, and other appointment-driven service businesses ("Businesses") — hire Della to answer their phone, respond to their messages, and book their appointments. When you call or message a Business that uses Della, Della handles that conversation on the Business's behalf.

This policy explains what information we collect, how we use it, and the choices you have. It covers both the customers who contact a Business ("you," if you called or messaged a Business) and the Businesses that hold a Della account. For customer conversations, we process data as a service provider acting on the Business's instructions — your primary relationship is with the Business you contacted.

Information we collect, by channel

We collect what you send when you contact a Business through a channel Della operates. We do not buy data about you, and we do not track you across other apps or websites.

From Businesses with a Della account, we also collect account information (name, email, business profile, staff and service details they provide) and billing information. Payments are processed by Stripe; we do not store card numbers. We collect standard technical logs (timestamps, request identifiers, error diagnostics) to keep the service reliable.

How we use information

• To do the job the Business hired Della for: answer inquiries, draft and send replies, book, confirm, and reschedule appointments, and send reminders.
• To keep a verifiable record: every meaningful action Della takes is written down where the Business can review it.
• To operate, secure, and improve the reliability of the service.

We do not sell your personal information, and we do not share it for cross-context behavioral advertising. We do not use your conversations for advertising of any kind.

AI processing

Della is an AI. Conversations are processed by our AI infrastructure providers to generate responses in real time. Voice calls begin with a disclosure that you are speaking with an AI assistant. Our AI providers process conversation content solely to provide the service to us under contractual restrictions; we do not permit them to use it to train their general-purpose models.

Health information

Some Businesses that use Della are healthcare providers (for example, medical spas). Business Associate Agreements with the vendors Della is built on are being put in place, and onboarding of HIPAA-covered Businesses is deferred until they are signed. Once onboarded, where a Business is a HIPAA-covered entity, Della operates as its Business Associate under a Business Associate Agreement. Protected health information is stored encrypted, redacted at display boundaries for anyone other than the Business that owns it, and every administrative unredaction is audit-logged. Raw call audio is held by our voice infrastructure vendor under its own Business Associate Agreement and deleted after the legally required period; Della keeps redacted transcripts.

When we share information

We share personal information only with:

• The Business you contacted — your conversation is theirs; Della works for them.
• Service providers that run the infrastructure Della is built on: AI model providers, telephony and messaging carriers, voice runtime, email delivery, hosting, payment processing (for Business billing), and error/diagnostic monitoring. Each is bound by contract to use the data only to provide their service.
• Messaging platforms you chose — if you message on Instagram, WhatsApp, or Telegram, those platforms handle delivery under their own privacy policies.
• Authorities, when legally required — under a valid legal process, or to protect safety.

We do not sell your personal information. Your mobile information — your phone number and your SMS opt-in consent — will not be sold or shared with third parties for their own promotional or marketing purposes. Text-message consent is never shared with third parties for marketing.

Retention

We keep conversation records for as long as the Business's account is active, so the Business has a continuous record of its customer relationships. If a Business terminates its account, we delete its data — including customer conversations — within 30 days, except where the law requires longer retention (for example, specific HIPAA audit logs). Voicemail and call audio follow the vendor retention terms described above.

Your rights

If you are a California resident, the California Consumer Privacy Act (CCPA/CPRA) gives you the right to know what personal information we hold about you, to access it, to correct it, to delete it, and to not be discriminated against for exercising those rights. We do not sell or share personal information as those terms are defined by the CCPA, so there is nothing to opt out of.

To exercise any of these rights, email support@hellodella.com or see our data deletion instructions. We will verify your request using the contact handle you used with the Business (phone number, email, or messaging account). Because we hold customer conversations on behalf of the Business you contacted, we may confirm the request with that Business or direct you to them where the law requires it. You may use an authorized agent; we will verify the agent's authority. Residents of other regions with similar rights can use the same contact and we will honor applicable law.

Security

Data is encrypted in transit and at rest. Access is role-scoped: a Business sees only its own customers, and sensitive fields are redacted at display time for anyone else. Inbound webhooks are signature-verified, and administrative access to unredacted data is audit-logged.

Children

Della is a business service and is not directed to children under 13. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, contact us and we will delete it.

Changes to this policy

When we make material changes, we will update the effective date at the top of this page and notify Businesses through their account. The current version always lives at this URL.

Contact

Privacy questions or requests: support@hellodella.com.