QuellowPrivacy Policy
Who this policy covers
This policy explains how Ooda Softwares (“Quellow”, “we”, “us”) handles information across everything we operate: the Quellow website, the web dashboard, our iOS and Android apps, the Quellow Kiosk app and web kiosk for self-order tablets, the Quellow TV player app for televisions and streaming devices, and the APIs behind them. We refer to all of these together as the “Service”.
Quellow sells to businesses. Three groups of people appear in this policy, and the rules differ for each:
- Customers — the businesses that hold a Quellow workspace, and the staff who sign in to it.
- Callers and contacts — the people who phone a customer’s Quellow number, or whose details a customer stores in their workspace.
- Kiosk guests — the people who order at a customer’s self-order kiosk, and who may join that business’s rewards program.
- Visitors — anyone browsing our public website.
If you are a caller or a contact and want your information corrected or removed, the business you dealt with controls that data. Contact them first; we will help them act on your request, and you can always reach us at info@oodasoftwares.com.
Our role: controller and processor
For our own account, billing and website data, we are the controller — we decide why and how it is used, and this policy governs it.
For the content inside a customer’s workspace — call recordings, transcripts, contact records, orders, appointments and signage media — we act as a processor on that customer’s instructions. They decide what to collect, how long to keep it, and who may see it. Our commitments for that data are set out in our agreement with them rather than in this policy.
Customers who need a data processing agreement can request one at info@oodasoftwares.com.
Information we collect
Account and workspace information
Your name, email address, password (stored only as a cryptographic hash, never in readable form), business name, workspace address, industry, phone number, team members you invite and the roles you assign them.
Billing information
Plan, subscription status, invoices and billing history. We do not receive or store full card numbers. Payment details are collected by Stripe directly; we see only a token, the card brand and its last four digits.
Content you provide
Agent instructions and prompts, knowledge documents you upload to train your assistant, service catalogs, menus, products, and the images and videos you upload for your signage displays.
Business operations data
Records you create or that your assistant creates for you: leads, customers, orders, carts, appointments, service bookings, and notes attached to them.
Integration data
If you connect Shopify, Square, Clover or Toast, we receive the catalog, menu and order information from the account you authorize. You control this connection and can disconnect it at any time.
Technical and usage data
IP address, browser and device type, pages viewed, actions taken in the dashboard, timestamps, and error diagnostics. We use this to keep the Service running, investigate faults and detect abuse.
Calls, recordings and transcripts
When a caller reaches a Quellow phone number, we process the caller’s phone number, the time and duration of the call, the audio of the conversation, a transcript, an AI-generated summary, and any details the caller provides — which may include their name, contact details, appointment times or order contents.
This is the most sensitive information the Service handles, and two points matter:
- Recording and notice are the customer’s responsibility. Laws on recording calls differ by country and, in the United States, by state — several require the consent of every party. The business operating the phone number is responsible for configuring appropriate announcements and obtaining any consent the law requires. We provide the tooling; we do not provide legal advice about it.
- Health, financial and other sensitive information. Quellow is not designed to be a repository for protected health information, payment card data or government identifiers, and our standard agreement does not cover them. If your use involves that kind of data, contact info@oodasoftwares.com before relying on the Service.
Call audio and transcripts are stored in your workspace until you delete them or your retention setting removes them.
Text messages (SMS)
When a business enables text messaging, Quellow sends SMS from a Quellow number on that business’s behalf — for example appointment and order confirmations, reminders, missed-call follow-ups, and notifications to the business owner. To do this we process the recipient’s mobile number, the message content, and delivery status, and we pass them to our telephony and carrier providers solely to transmit the messages.
Messages are only sent to people who have opted in. Consent may be collected in writing or verbally (for example, a caller agreeing during a call that they may be texted); the business is responsible for obtaining and recording it. Message frequency varies and message and data rates may apply. Recipients can reply STOP at any time to unsubscribe, or HELP for help.
We do not sell SMS opt-in consent or mobile phone numbers, and we do not share them with third parties or affiliates for their own marketing or promotional purposes. Mobile information collected for SMS is used only to run the messaging described above and is shared only with the service providers that deliver the messages.
TV player app and signage displays
The Quellow TV player app runs on televisions and streaming devices to show a business’s signage content. It is installed and operated by that business on its own displays, and it is not used to identify, track or profile the people who walk past a screen.
The app does not ask for an account, and no viewer signs in to it. A display is linked to a business’s screen by entering a short pairing code once. After that, the app sends only what is needed to play the right content and to let the business see that its display is working:
- A device identifier generated by the app on first launch and stored on the device, so a display keeps its pairing between restarts.
- A device name (for example “Lobby TV”) so the business can tell its displays apart in the dashboard.
- The app version, to help diagnose playback problems.
- A status check roughly every 60 seconds, reporting whether the display is on, which item it is currently showing, and the device’s time-zone offset, which is used to total how long each screen was running on a given day.
- Playback error reports, such as a message noting that a video failed to load. The most recent error is kept so the business can troubleshoot the display.
The app does not use cameras, microphones or location. It does not collect advertising identifiers, it does not build profiles, and it does not measure, count or record anyone viewing the screen. Signage images and videos are delivered to the display from our content storage provider.
This information is visible to the business that owns the display and is retained while the device stays paired. Removing a display from the dashboard unpairs the device and stops it reporting.
Self-order kiosks and loyalty
A business can run Quellow as a self-order kiosk on a tablet in its premises, using the Quellow Kiosk app or our web kiosk. The business installs, pairs and operates the kiosk, and the information below belongs to that business’s workspace. A kiosk is linked to a workspace by entering a pairing code once; it then keeps a device token on the tablet so it stays paired.
- Orders. What the guest orders, the name they give for the order, whether it is dine-in, takeout or pickup, and any note they add. The order is sent to the business and, if connected, to its point-of-sale system.
- Voice ordering. When a guest chooses to order by voice, the kiosk uses the tablet’s microphone and streams the audio directly to our AI provider, which understands the order and speaks the reply. We do not record or store kiosk audio or a transcript of the conversation. We keep the time each voice conversation started and ended, for billing, and the actions it took on the order (for example, items added or the order placed).
- Card payments. If the business takes cards on the kiosk, the card goes to Square directly, through the business’s own Square account: either tapped, inserted or swiped on a Square Reader paired with the iPad, or typed into fields provided by Square. We receive the payment result, the card brand, the last four digits and any tip. When a Square Reader is used, Square’s software in the Quellow Kiosk app also collects the iPad’s precise location, device and usage information and crash reports to process the payment, under Square’s own privacy notice.
- Rewards. If the business runs a rewards program and a guest chooses to join or look up their account, we store their phone number and first name, their points balance, and the points they earn and spend with that business. The phone number is how the account is found. Each business’s program is separate, and guests’ details are not shared between businesses.
The kiosk does not use the camera, and uses location only for Square card-reader payments as described above; it does not ask guests to create a Quellow account, and is not used for advertising or to track guests across other apps or websites. A guest who wants their rewards account or order details changed or removed can ask the business, or write to info@oodasoftwares.com.
Mobile apps
Our iOS and Android apps access the same workspace as the web dashboard. If you enable notifications, we store a push token issued by Apple or Google so we can alert you to calls and activity. You can revoke this at any time in your device settings. The apps do not collect location or contacts.
How we use information
- To provide the Service: route and answer calls, generate transcripts and summaries, play signage content, and keep your records.
- To authenticate you and keep accounts secure.
- To process payments, manage subscriptions and send invoices.
- To send service messages such as verification emails, receipts and important notices.
- To provide support and investigate issues you report.
- To monitor reliability, diagnose faults and improve performance.
- To detect, prevent and investigate fraud, abuse and security incidents.
- To comply with legal obligations and enforce our agreements.
We do not sell personal information, and we do not share it for cross-context behavioural advertising. We do not use the contents of your workspace to advertise to you or to anyone else.
AI processing and automated decisions
The Service uses AI models to answer calls, take spoken orders at self-order kiosks, transcribe audio, summarise conversations and help generate content. To do that, relevant material — call audio, kiosk voice-ordering audio, transcripts, your agent instructions, your menu and the knowledge you upload — is sent to our AI provider for processing and a result is returned.
We use these providers under business terms intended to keep your content out of their model training. AI output can be wrong: summaries may misstate what was said, and a transcript is not a verbatim legal record. Review anything you intend to rely on.
The Service does not make automated decisions that produce legal or similarly significant effects about individuals. Your assistant follows instructions you configure, and you remain responsible for what it is set up to do.
Legal bases for processing
Where the GDPR or UK GDPR applies, we rely on the following bases:
- Contract — to provide the Service to a customer and to bill for it.
- Legitimate interests — to secure the Service, prevent abuse, and understand how it is used, balanced against your rights.
- Legal obligation — to meet tax, accounting and other statutory requirements.
- Consent — for optional cookies and marketing messages, which you may withdraw at any time.
Where we act as a processor, our customer is responsible for establishing a lawful basis for the data they put into the Service.
International data transfers
We and our providers operate in the United States and other countries. If you are outside the United States, your information will be transferred to and processed there, where data protection law may differ from your own.
Where we transfer personal data out of the European Economic Area, the United Kingdom or Switzerland, we rely on appropriate safeguards, including the European Commission’s Standard Contractual Clauses. You can request details at info@oodasoftwares.com.
How long we keep information
- Workspace content — kept while your account is active, and deleted with your account unless you remove it sooner.
- Call recordings and transcripts — kept until you delete them or your retention settings remove them.
- Signage media — kept until you delete the slide, screen or board it belongs to.
- Device records — kept while a display or kiosk stays paired.
- Kiosk orders and rewards accounts — kept as part of the business’s workspace until the business deletes them or its account. Kiosk voice audio is not stored.
- Billing records — kept as long as tax and accounting law requires, typically several years.
- Logs and diagnostics — kept for a limited operational period, then deleted or aggregated.
Deleting your account is permanent. It cancels your subscriptions, releases your phone numbers, and removes your workspace records and uploaded files. Backups are overwritten on their normal cycle.
Security
We use administrative and technical safeguards appropriate to the risk, including encryption in transit, encryption at rest for stored files, hashed passwords, role-based access within a workspace, scoped access tokens for devices and public displays, and restricted internal access on a need-to-know basis.
No system is perfectly secure, and we cannot guarantee absolute security. Keep your credentials confidential and tell us promptly at info@oodasoftwares.com if you believe an account has been compromised or you have found a vulnerability.
Your rights and choices
Depending on where you live, you may have the right to:
- Access the personal information we hold about you.
- Correct information that is inaccurate or incomplete.
- Delete your information, subject to legal and operational limits.
- Export a portable copy of your data.
- Restrict or object to certain processing, including processing based on legitimate interests.
- Withdraw consent where processing relies on it.
- Complain to your data protection authority.
Workspace owners can export their data and permanently delete their account from the dashboard settings. For anything else, write to info@oodasoftwares.com and we will respond within the time the applicable law allows. We may need to verify your identity first, and we will not treat you differently for exercising these rights.
United States state privacy rights
Residents of California and other states with comprehensive privacy laws have rights to know, delete, correct and obtain a portable copy of their personal information, and to be free from discrimination for exercising them.
In the twelve months before the date above, we collected the categories described under Information we collect for the purposes described under How we use information, and disclosed them to the service providers listed under Sharing and service providers.
We do not sell personal information, and we do not share it for cross-context behavioural advertising as those terms are defined under California law. We do not knowingly process sensitive personal information for the purpose of inferring characteristics.
You may use an authorised agent to make a request. Submit requests to info@oodasoftwares.com.
Children
The Service is a business product and is not directed at children. We do not knowingly collect personal information from anyone under 16. If you believe a child has provided us information, contact info@oodasoftwares.com and we will delete it.
Changes to this policy
We may update this policy as the Service and the law change. The date at the top always reflects the current version. If a change materially affects your rights we will give notice in the dashboard or by email before it takes effect. Continuing to use the Service after that means you accept the updated policy.
Contact us
For privacy questions, rights requests, data processing agreements, security reports and general support, write to info@oodasoftwares.com.