Draft, pending review. Highlighted notes and blanks are still open and come out before this is final.
Dispatch Privacy Policy
Effective date: [effective date] [NEEDS LAWRENCE: the publication date, the same on the Terms and the Privacy Policy]
This Privacy Policy explains what information SleepySquid LLC, a Maryland limited liability company that offers the Dispatch service ("SleepySquid," "Dispatch," "we," "us"), collects, why we collect it, who we share it with, how long we keep it, and the choices you have. [NEEDS LAWRENCE: confirm "SleepySquid LLC" matches the Maryland SDAT record exactly, and register "Dispatch" as a trade name with SDAT before this says "does business as Dispatch."] It applies to:
- Customers and dispatchers who sign up for and use Dispatch;
- Drivers who use the Dispatch Driver app;
- Brokers and other people the AI calls about a load, and anyone else whose details a customer enters; and
- Visitors to our website.
Our role. For account, billing, and website information, we decide how the information is used. For the load details, broker information, and call records that customers create, we process the information on our customer's behalf and under their instructions, as their service provider. Brokers with questions about a call can contact us (Section 8), and we'll work with the customer to respond.
If our AI called you: the call was made for the business named at the start of the call, about a load you posted or listed. It was recorded and transcribed only after you agreed. [PENDING: true once Retell's 90-day retention is set and published and the declined-call purge is live. Don't publish this sentence before then.] The recording and transcript are deleted 90 days after the call. To ask for a copy or for deletion, or to stop future AI calls to your number from any Dispatch customer, email support@sleepysquid.com (Section 8).
1. Information we collect
| Category | What it includes | Where it comes from |
|---|---|---|
| Account information | Name, email address, password (stored by our authentication provider), and role (dispatcher or driver) | You, at signup |
| Business profile | Company name, MC/DOT number, and callback phone number used on AI calls | You |
| Load information | Pickup and delivery stops and addresses, dates, rate, equipment, load reference, and the broker's name and phone number | You (the dispatcher) |
| Broker information (third-party data) | The broker's name, company, and phone number, plus what they say on the call | The dispatcher who entered the load, and the call itself |
| Call recordings | Audio of AI calls, including the broker's voice | Recorded during each AI call, after the broker agrees to recording |
| Transcripts and call details | Written transcript, call time, duration, connection status (for example: completed, no answer, dropped), and any rate or load details picked up from the call | Created from each AI call |
| Do-not-call list | Phone numbers whose owners asked not to receive AI calls, and the date of the request | The call, or an email request |
| Driver information | Name, phone number, company, MC number, availability, and preferences, plus text-message delivery details | The driver, or the dispatcher who invites them |
| Location data | A driver's device location while the Driver app is open, shown on the dispatcher's live map. We also turn addresses you enter into map locations. | The driver's device (with permission) and the addresses you enter |
| Payment information | Billing name, email, billing address (used to calculate tax), plan, subscription status, and payment history. Card details are entered on a checkout page hosted by Stripe and run by Sold through Link, LLC ("Link"), Stripe's affiliate that sells the subscription for us as merchant of record. Card numbers never reach our servers. | You, through Link and Stripe |
| Communications | Emails you send us, support requests, and emails we send you (for example, receipts and payment notices) | You and us, and Link (which sends receipts and billing emails) |
| Technical information | IP address, browser and device type, and server logs created when you use the site. We use cookies set by our authentication provider to keep you signed in, and browser storage to remember your display theme and the plan you picked before checkout. We don't use analytics or advertising cookies. [NEEDS LAWRENCE: Vercel's log retention for this project.] | Your browser and our hosting provider |
We don't ask for, and you shouldn't enter, sensitive information like Social Security numbers, health information, or driver's license numbers, and the app has no fields for them. We don't use voice recordings to identify people by their voice (voiceprints).
2. How AI calls use information
When you start an AI call on a load:
- We send the load details, your company name, and your MC and callback number (if saved) to our AI voice provider (Retell AI), which places the call through a telephony provider.
- At the start of the call, the AI says who it's calling for, that it's an AI assistant, and that the call is recorded, and it asks whether that's okay. If the broker doesn't agree, the call ends and we delete that call's recording and transcript within 24 hours. [PENDING: true once the declined-call purge (recording-consent PR) is live.]
- The call is recorded and transcribed. AI language and speech models produce the AI's side of the conversation and the transcript. Retell uses its own providers for these models (currently OpenAI for language and ElevenLabs for speech). [PENDING: true only after Retell confirms in writing that our call data is excluded from model training (must-fix 4.4). Don't publish this sentence before then.] We don't use call recordings or transcripts to train AI models, and we've opted out of our AI voice provider using them to train its models.
- The recording, transcript, and call details are saved to that load in the dispatcher's account.
If the broker declines recording, objects partway through, asks for a person, or asks not to be called again, the AI ends the call. A request not to be called again puts the number on our do-not-call list for all Dispatch customers.
3. Why we use information
- To provide the Service: create accounts, store loads, place AI calls, save recordings and transcripts, show the driver map, and send texts to drivers about loads.
- To bill you: run trials and subscriptions, and enforce plan limits (driver count and fair-use connected minutes).
- To communicate: send account, security, billing, and service emails, and answer support requests.
- To keep the Service safe: prevent abuse, investigate misuse of AI calling, keep and apply our do-not-call list, and enforce our Terms.
- To improve the Service: we use aggregated, de-identified usage statistics (such as call counts, durations, and outcomes). [PENDING: true only after Retell confirms in writing that our call data is excluded from model training (must-fix 4.4). Don't publish this sentence before then.] We don't use call recordings or transcripts to train AI models. [NEEDS LAWRENCE: confirm. This must match the Terms §12 decision.]
- To comply with the law and respond to lawful requests.
We don't use broker phone numbers for marketing, and the AI only calls a broker about the load the number was given for.
4. How we share information
We don't sell personal information, and we don't share it for cross-context behavioral advertising.
We share information only:
- With the dispatcher account it belongs to. A dispatcher sees their own loads, call records, and linked drivers. Drivers see what's shared with them about loads. [NEEDS LAWRENCE: have the engineer finish the prod RLS check (T1-11, 34/35 with one skipped case) before publishing this sentence.]
- With brokers, during the call. The AI shares your company name, MC number if saved, callback number, and the load details needed to ask about the load.
- With service providers that help us run Dispatch (table below). They may use the information only to provide their services to us.
- With Link and Stripe, to run checkout, billing, tax, receipts, refunds, and payment disputes.
- For legal reasons: to comply with law, legal process, or government requests, or to protect the rights, safety, and property of Dispatch, our customers, brokers, or others.
- In a business transfer, such as a merger, acquisition, or sale of assets, subject to this policy.
- With your direction or consent.
Service providers (subprocessors)
| Provider | Role (general) | Information involved |
|---|---|---|
| Supabase | Database and user authentication; also sends sign-in and password-reset emails today | Account, business profile, load, broker, driver, location, and call records |
| Vercel | Website and app hosting | All information passing through the site, plus technical logs |
| Stripe and Sold through Link, LLC | Payments, subscriptions, tax calculation and remittance, receipts, payment support, and the billing portal. Link is the merchant of record. | Billing details, billing address, payment card details, and subscription history |
| Retell | AI voice agent: places AI calls, and records and transcribes them. Retell uses OpenAI (language model) and ElevenLabs (speech) to do this. | Load details, business profile, broker phone number, and call audio, transcripts, and call details |
| Twilio | Text messages to drivers, and phone carrier for AI calls (through Retell). [NEEDS LAWRENCE: have the engineer confirm both roles.] | Driver phone numbers and text-message content, and for calls, as a carrier, call audio |
| Mapbox | Maps and geocoding (turning addresses into map locations) | Load addresses, and possibly driver locations shown on the map [NEEDS LAWRENCE: have the engineer confirm whether driver coordinates go to Mapbox] |
| Resend | Transactional email (for example, payment notices) | Email address, name, and email content |
Our providers process information in the United States. [NEEDS LAWRENCE: have the engineer confirm provider regions and list any new provider, such as error monitoring, before it goes live.]
5. Location data
The Driver app shares the driver's device location only while the app is open, so the dispatcher can see it on the live map. Drivers can stop sharing by closing the app or turning off location permission in their browser or device. We also convert load addresses into map locations to show routes. [NEEDS LAWRENCE: the database has a location_history table as well as the latest position. Decide whether to keep history and for how long; "latest position only, overwritten" is the lowest-risk option.]
6. Text messages to drivers
Drivers may get text messages about loads that their dispatcher proposes or assigns. Message frequency varies with load activity, and message and data rates may apply. Reply STOP to stop texts, or HELP for help. [NEEDS LAWRENCE: STOP and HELP replies aren't handled in the app code yet. Confirm Twilio handles them, or have the engineer build it, before publishing.] Your dispatcher must have your permission before texts are sent to you. We don't use driver phone numbers for marketing.
7. How long we keep information
| Information | How long |
|---|---|
| Account and business profile | While the account is open, then [NEEDS LAWRENCE: period after closure; 90 days is suggested] after it closes |
| Loads and broker details | While the account is open, then deleted with the account. [NEEDS LAWRENCE: confirm.] |
| Call recordings | [PENDING: true once Retell's 90-day retention is set and published and the declined-call purge is live. Don't publish this sentence before then.] 90 days after the call, then deleted from our systems and our AI voice provider's systems |
| Transcripts | 90 days after the call, then deleted, including copies saved on the load |
| Call details (date, time, duration, status, outcome, and any rate saved to the load) | While the account is open, because usage limits and load history depend on them |
| Declined-consent calls | Recording and transcript deleted within 24 hours after the call ends. We keep a one-line record (call id, outcome, time, and whether the broker agreed) for 5 years. [PENDING: true once the declined-call purge (recording-consent PR) is live.] |
| Recording-consent records (call id, outcome, time, yes or no; no audio or transcript) | 5 years |
| Do-not-call list | At least 5 years from the request, so we can keep honoring it |
| Driver location | [NEEDS LAWRENCE: see Section 5] |
| Billing records | [NEEDS LAWRENCE: confirm with the accountant; 7 years is a common conservative choice. Link also keeps its own records.] |
| Server logs | [NEEDS LAWRENCE: Vercel's log retention for this project] |
When a retention period ends, we delete the information or make it no longer identifiable. Backups may keep copies for a limited time, up to [NEEDS LAWRENCE: Supabase backup retention for this project's plan] days, and then they're overwritten. We may keep information longer when the law requires it, or to deal with a legal claim or investigation. We'll delete it when that need ends.
8. Your choices and rights
- Access, correction, and deletion. You can view and edit most of your information in the app. To request a copy of your information, or to have it deleted, email support@sleepysquid.com from your account email. We'll confirm your identity before acting. We'll respond within 30 days. [NEEDS LAWRENCE: confirm. 30 days is achievable and shorter than the 45 days most state laws allow.]
- Brokers and other people who were called. If an AI call recorded you and you want a copy or want it deleted, or you don't want to be called again, email support@sleepysquid.com with the phone number called and the approximate date and time. Because we hold call records on behalf of our customers, we may work with the customer to respond. A request not to be called is added to our do-not-call list, which applies to every Dispatch customer.
- Drivers can ask their dispatcher, or email us, to delete their information.
- Account closure. When you cancel, we delete your account data after the period in Section 7. Call recordings and transcripts follow their own 90-day schedule either way. [NEEDS LAWRENCE: automatic deletion after closure is recommended. Confirm, and confirm it's built.]
- Marketing emails. [NEEDS LAWRENCE: will Dispatch send any marketing email?] If we do, every marketing email will include an unsubscribe link and our postal address.
- State privacy rights. Whatever state you live in, you can make the requests above. If you disagree with how we handled a request, reply to our response and someone who wasn't involved in the original decision will review it.
9. Security
We use reasonable administrative, technical, and organizational measures to protect information. These include access controls, limiting access to people who need it, and relying on established providers for hosting, databases, and payments. No system is perfectly secure, and we can't guarantee security. If we learn of a breach affecting your information, we'll notify you as the law requires.
10. Children
Dispatch is a business tool. It isn't directed to anyone under 18, and we don't knowingly collect children's information. If you think a child has given us information, contact support@sleepysquid.com and we'll delete it.
11. Where information is processed
Dispatch is offered only to businesses in the United States and is operated from the United States, and our service providers process information in the United States. [NEEDS LAWRENCE: confirm US-only (see Terms §2) and confirm provider regions with the engineer. If any provider processes outside the US, say "the United States and other countries where our providers operate."]
12. Changes to this policy
We may update this policy. If a change is material, we'll tell customers by email or in the app before it takes effect. The "Effective date" at the top shows the latest version. We won't use information we already have in a materially different way (for example, to train AI models) without telling you first and, where the law requires, getting your consent.
13. Contact us
SleepySquid LLC
[NEEDS LAWRENCE: mailing address]
Email: support@sleepysquid.com