Privacy Policy

This Privacy Policy explains what information DulyHandled ("DulyHandled," "we," "us") collects, how we use it, with whom we share it, and the choices you have. It applies to the DulyHandled web dashboard, the DulyHandled SMS assistant, and any messages sent through them.

1. Information we collect

From the Contractor (account holder)

• Account information: name, business name, email address, password (stored hashed, never in plain text).
• Payment information (when applicable): handled by our payment processor; we do not store full card numbers.
• Your assigned DulyHandled phone number.

From contacts the Contractor adds

• Name, phone number, optional email, role label (client, crew, vendor), and preferred language.
• No sensitive personal data (SSN, financial account numbers, health records) is collected or stored.

From messages exchanged through the assistant

• The text of every inbound and outbound SMS or MMS.
• Voice-note audio (received as MMS). Audio is sent to a third-party speech-to-text provider for transcription and is not permanently stored on our servers after the transcript is produced.
• Message metadata: timestamps, direction (inbound / outbound), sender and recipient phone numbers, delivery status.
• AI-generated translations and summaries of the above.

Technical information

• Web dashboard: IP address, browser type, device type, pages viewed, session timestamps. Used to maintain login sessions and prevent abuse.
• We do not use third-party ad tracking or behavioral profiling cookies.

2. How we use information

• To provide the service — translate, relay, and store the Contractor's messages.
• To authenticate you and protect your account.
• To respond to support requests.
• To enforce our Terms and comply with applicable law, including A2P 10DLC and mobile carrier requirements.
• To improve reliability and diagnose errors — aggregated, non-identifying metrics only.

We do not sell personal information to third parties. We do not use message content for advertising.

3. Third-party service providers

To operate DulyHandled we rely on third-party service providers. Each processes only the data necessary to perform their role, under their own published privacy policies.

• SMS and MMS delivery providers receive phone numbers, message content, and delivery status to route messages between your device and DulyHandled.
• Speech-to-text providers receive voice-note audio files and return text transcripts. Audio may be retained by the provider according to their own data retention policy.
• Large language model providers receive the text content of messages requiring translation or summarization, and return the generated output.
• Cloud hosting and database providers store your account, contact list, and message records.
• Email delivery providers send transactional email such as verification and password reset.

We do not share personal information with any third party for their own marketing purposes. On written request to privacy@dulyhandled.com, we can provide the current list of specific vendors we use.

4. Data retention

• Account information is retained for as long as the account is active, plus up to twelve months after closure for audit and legal purposes.
• Message records (text, transcripts, metadata) are retained for as long as the account is active so the Contractor has a complete business history. Contractors may request deletion of specific records.
• Voice-note audio is not permanently stored on our servers — only the transcript is kept.
• Contacts who opt out by replying STOP have their opt-out status retained indefinitely to prevent accidental re-messaging.

5. Security

We take reasonable measures to protect your information, including TLS encryption in transit, hashed passwords, tenant-isolated database access, audit logging of sensitive data access, and encrypted storage of third-party API credentials. No system is perfectly secure; we cannot guarantee the absolute security of any data transmitted over the internet.

6. Your rights

Depending on where you live, you may have rights under the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), or similar laws, including:

• Access the personal information we hold about you.
• Correct inaccurate information.
• Delete information (subject to legal or legitimate-business retention obligations).
• Opt out of SMS messages by replying STOP.
• Request a copy of your data in a portable format.

To exercise any of these rights, email privacy@dulyhandled.com. We will respond within a reasonable time, typically 30 days.

7. Children

DulyHandled is intended for use by adults in a business context. It is not directed at children under 18. We do not knowingly collect information from children. If you believe a child has provided us information, please contact us and we will delete it.

8. International users

DulyHandled is operated in the United States. If you access the service from outside the U.S., your information will be transferred to and processed in the U.S. By using the service, you consent to this transfer.

9. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be notified via email or in-product notice. The "Last updated" date at the top of this page will reflect the most recent revision.

10. Contact

Privacy inquiries: privacy@dulyhandled.com
Support: support@dulyhandled.com