Privacy Policy

RetentUp.com ("we," "us," or "our") operates the RetentUp.com customer retention and engagement platform (the "Service"). This Privacy Policy explains how we collect, use, disclose, and protect information in connection with the Service, and the choices you have about the collection and use of your information.

1. Information We Collect

1.1 Information You Provide to Us

Account Information: When you create an account, we collect:

• Name and email address
• Company name and business information
• Billing information (payment card details are processed by third-party payment processors)
• Password (stored in encrypted form)

Customer Data: When you use the Service, you upload or sync information about your own customers and contacts, which may include:

• Email addresses and phone numbers
• Names
• Messaging identifiers (e.g., Telegram handles, iMessage addresses)
• Custom fields you define
• Any other data you choose to upload

Conversation Content: Content created or exchanged through the Service, including:

• Message subject lines and body text
• Conversation history and replies
• Call recordings and transcripts (where enabled by you)
• Journey and campaign settings

Communications: When you contact us for support or other purposes, we collect the content of those communications.

1.2 Information We Collect Automatically

Usage Information: We automatically collect information about your use of the Service, including:

• Features you use and actions you take
• Pages visited and time spent on pages
• Engagement metrics (sends, opens, replies, call outcomes, conversions)
• Login times and frequency

Device and Technical Information:

• IP address
• Browser type and version
• Operating system
• Device identifiers
• Referring URLs

Cookies and Similar Technologies: We use cookies and similar technologies to collect information. See our Cookie Policy for details.

1.3 Information from Third Parties

We may receive information about you from third-party services you connect to the Service, such as Google (when you connect your Gmail account), payment processors, or CRM systems you integrate.

2. How We Use Your Information

We use the information we collect for the following purposes:

2.1 To Provide and Improve the Service

• Orchestrate and deliver conversations on your behalf across email, calls, iMessage, Telegram, and SMS
• Analyze behavioral signals to time and personalize each touch
• Provide analytics and reporting
• Improve and develop new features
• Troubleshoot issues and provide support

2.2 To Communicate with You

• Send service-related notices and updates
• Respond to your inquiries and requests
• Send marketing communications (with your consent)
• Provide customer support

2.3 For Security and Compliance

• Detect and prevent fraud and abuse
• Enforce our Terms and Conditions
• Comply with legal obligations
• Protect our rights and the rights of others

2.4 For Analytics and Research

• Analyze usage patterns and trends
• Conduct research to improve the Service
• Generate aggregated, anonymized statistics

2.5 AI-Powered Features

Certain features of the Service use artificial intelligence to help you manage conversations, including:

• Classifying inbound replies (e.g., distinguishing a human reply from an auto-responder)
• Analyzing conversation sentiment and intent to help you prioritize follow-ups
• Selecting the most appropriate reply from templates written by you — the AI never free-writes message text sent to your contacts
• Improving internal data-processing heuristics (e.g., contact field detection)

AI processing is performed via OpenRouter (an AI model gateway) using models from Google (Gemini), Anthropic (Claude), and OpenAI (GPT), all under paid API tiers. Data collection and model training are disabled for these requests both at the account level and per request (zero data retention), so prompts and outputs are not retained or used to train AI models by these providers.

Google user data is never sent to any AI service. The only data we obtain through Google APIs is your connected account's email address and the permission to send on your behalf; our AI features process conversation content that arrives through standard email delivery and forwarding infrastructure, not through Google APIs.

We do not use your information or your customer data to train, fine-tune, or improve any AI/ML model, and we do not sell or transfer data to third parties for AI training purposes.

3. How We Share Your Information

We do not sell your personal information. We may share your information in the following circumstances:

3.1 Service Providers

We share information with third-party service providers who perform services on our behalf, including:

• Cloud hosting providers
• Payment processors
• Communication infrastructure providers (email delivery, telephony, messaging routes)
• AI processing providers (OpenRouter, used with zero-data-retention configuration — no training on your data)
• Analytics services
• Customer support tools

3.2 Legal Requirements

We may disclose information if required by law or in response to:

• Court orders or subpoenas
• Requests from law enforcement or government agencies
• Other legal processes

3.3 Business Transfers

If we are involved in a merger, acquisition, or sale of assets, your information may be transferred. We will notify you before your information becomes subject to a different privacy policy.

3.4 With Your Consent

We may share your information with third parties when you give us explicit consent to do so.

3.5 Your Customer Data

Roles: For the customer data you upload to the Service, you are the data controller and we act as a data processor, as set out in our Data Processing Agreement. You are solely responsible for the lawfulness of the data you upload, including having a valid legal basis to contact each person in your lists.

Important: Your customer data (contact lists and associated information) is YOUR data. As a data processor, we do not:

• Share your customer data with other users or third parties
• Use your customer data for our own marketing purposes
• Sell or rent your customer data
• Access your customer data except as necessary to provide the Service or as required by law

4. Data Security

We implement appropriate technical and organizational measures to protect your information, including:

• Encryption of data in transit (TLS/SSL)
• Encryption of data at rest
• Secure authentication mechanisms
• Access controls and logging
• Regular security reviews and updates

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

5. Data Retention

We retain your information for as long as necessary to provide the Service and fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law.

Data Type	Retention Period
Account Information	Duration of account + 30 days after deletion
Customer Data	Duration of account + 30 days after deletion
Conversation & Campaign Data	Duration of account + 90 days for analytics
Usage Logs	12 months
Billing Records	7 years (legal requirement)

You may request deletion of your data at any time by contacting us at privacy@retentup.com.

6. Your Rights and Choices

6.1 GDPR Rights (EEA/UK Users)

If you are in the European Economic Area or UK, you have the following rights:

• Access: Request a copy of your personal information
• Rectification: Request correction of inaccurate information
• Erasure: Request deletion of your information ("right to be forgotten")
• Restriction: Request restriction of processing
• Data Portability: Receive your data in a structured, machine-readable format
• Object: Object to processing of your information
• Withdraw Consent: Withdraw consent at any time (where processing is based on consent)
• Complain: Lodge a complaint with a supervisory authority

6.2 Other Rights

Account Information: You can update your account information in your account settings.

Marketing Communications: You can opt out of marketing emails by clicking "unsubscribe" in any marketing email or by contacting us.

Cookies: You can control cookies through your browser settings. See our Cookie Policy for details.

6.3 Exercising Your Rights

To exercise any of these rights, please contact us at privacy@retentup.com. We will respond within 30 days.

7. International Data Transfers

If we transfer data outside the EEA/UK, we ensure appropriate safeguards are in place, such as:

• Standard Contractual Clauses approved by the European Commission
• Adequacy decisions
• Other lawful transfer mechanisms

8. Google API Services and Google User Data

8.1 How We Use Google APIs

When you connect your Gmail account to RetentUp.com via Google OAuth, we use Google API Services to:

• Identify which Gmail account you connected (your email address)
• Send emails from your Gmail account on your behalf (only with your explicit authorization)

We request only the narrowest scopes required for these features: gmail.send (send messages on your behalf), userinfo.email and openid (identify the connected account). We never request access to read your mailbox.

8.2 Data Access and Usage

What we access:

• Your Gmail account email address (to identify the connected account)
• Permission to send emails through Gmail on your behalf (only with your explicit authorization)

What we do NOT access:

• We do NOT read your existing emails
• We do NOT access your inbox, folders, or labels
• We do NOT access emails sent to you by others
• We do NOT share your Google user data with third parties

8.3 Limited Use Disclosure

RetentUp.com's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

Specifically:

• Limited Use: We only use Google user data to provide the user-facing features described above (identifying your connected Gmail account and sending messages on your behalf)
• No Human Review: Your Google user data is not read, reviewed, or accessed by humans except as necessary for security purposes, compliance with applicable law, or with your explicit consent
• No Transfer to Third Parties: We do not transfer Google user data to third parties except as necessary to provide the Service (e.g., email delivery infrastructure) or as required by law
• No Use for Ads: We do not use Google user data for serving advertisements, and we do not use it to develop, improve, or train generalized AI/ML models
• No Transfer to AI Services: Google user data — in raw, aggregated, anonymized, or derived form — is not transferred to any third-party AI/ML service for model training or any other purpose

8.4 Security of Google API Data

All data accessed through Google APIs is:

• Encrypted in transit using TLS/SSL
• Stored securely with encryption at rest
• Protected by access controls and authentication mechanisms
• Retained only as long as necessary to provide the Service

8.5 Revoking Access

You can revoke RetentUp.com's access to your Google account at any time by:

• Disconnecting your Google account in your RetentUp.com account settings
• Visiting Google Account Permissions and removing RetentUp.com's access

Revoking access will prevent us from sending messages through your Google account but will not affect your other RetentUp.com account data.

9. Children's Privacy

The Service is not intended for children under 18. We do not knowingly collect information from children under 18. If you believe we have collected information from a child under 18, please contact us immediately.

10. California Privacy Rights (CCPA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA):

• Right to Know: Request disclosure of personal information collected, used, or shared
• Right to Delete: Request deletion of personal information
• Right to Opt-Out: Opt out of the sale of personal information (Note: we do not sell personal information)
• Right to Non-Discrimination: Not be discriminated against for exercising your rights

To exercise these rights, contact us at privacy@retentup.com.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by:

• Posting the new Privacy Policy on this page
• Updating the "Last Updated" date
• Sending you an email notification where appropriate

Your continued use of the Service after changes become effective constitutes acceptance of the updated Privacy Policy.

12. Contact Us

If you have questions or concerns about this Privacy Policy, please contact us:

RetentUp.com
Email: privacy@retentup.com