Privacy Policy

Pantora ("Pantora," "we," "us," or "our") respects your privacy and is committed to protecting it through this Privacy Policy. This Policy explains how we collect, use, disclose, and safeguard your information when you access or use our website, our web application, and our Pantora mobile applications for iOS and Android (collectively, the "Services").

By using Pantora, you agree to the collection and use of information in accordance with this Privacy Policy.

1. Information We Collect

We collect information you provide directly to us, information collected automatically, and information obtained from third parties.

1.1 Information You Provide

You may provide us with the following information:

• Account Information: Name, email address, password, company name, role, and contact details.
• Business Information: Website URLs, service categories, business descriptions, competitors, geographic service areas, and related metadata.
• Payment Information: Billing address, payment method details (processed by third-party payment processors; we do not store full credit card numbers).
• Communications: Messages sent via forms, email, support tickets, or other communications.
• User Content: Data you submit into the platform, including questions, answers, analytics inputs, sentiment data, or configuration settings.

1.2 Information Collected Automatically

When you use the Services, we may automatically collect:

• Usage Data: Pages viewed, features used, actions taken, timestamps, and interaction logs.
• Device and Technical Data: IP address, browser type, operating system, device identifiers, push notification tokens, mobile app version, and referring URLs.
• Diagnostic Data: Crash reports and error logs collected to help us diagnose and fix problems (see the Mobile Applications section).
• Cookies and Similar Technologies: See Section 7 for details.

1.3 Information from Third Parties

We may receive information from:

• Third-party integrations you connect to Pantora (e.g., analytics, marketing, or content platforms).
• Publicly available sources used to analyze online presence, visibility, or competitors.
• Service providers assisting with identity verification, fraud prevention, or enrichment.

2. How We Use Information

We use the information we collect for the following purposes:

• To provide, operate, and maintain the Services
• To analyze visibility, sentiment, performance, and trends
• To personalize insights, recommendations, and reports
• To process payments and manage subscriptions
• To communicate with you about updates, support, and service notices
• To improve and develop new features and functionality
• To monitor security, prevent fraud, and enforce our terms
• To comply with legal obligations

We do not sell your personal information.

3. How We Share Information

We may share information only as described below:

3.1 Service Providers

We share information with trusted third-party vendors who perform services on our behalf, such as:

• Cloud hosting and infrastructure
• Payment processing
• Analytics and monitoring
• Crash and error monitoring
• Mobile push notification delivery (e.g., Apple, Google, and Expo push services)
• Customer support tools
• Email and communication services

These providers are authorized to use information only as necessary to perform services for Pantora.

3.2 Legal Requirements

We may disclose information if required to do so by law, regulation, subpoena, court order, or other lawful request.

3.3 Business Transfers

If Pantora is involved in a merger, acquisition, financing, or sale of assets, your information may be transferred as part of that transaction.

3.4 With Your Consent

We may share information for other purposes if you provide explicit consent.

4. Data Retention

We retain personal information only as long as necessary to:

• Provide the Services
• Fulfill the purposes described in this Policy
• Comply with legal, accounting, or reporting requirements

You may request deletion of your account and associated data, subject to legal retention obligations. See Section 5 for how to delete your account.

5. Account and Data Deletion

You can delete your Pantora account and associated personal information at any time. To request deletion, email us at legal@pantora.ai from the email address associated with your account.

We will verify the request and delete your account and associated personal data within the timeframes required by applicable law, except for information we are required to retain for legal, accounting, tax, fraud-prevention, or security purposes. Residual copies may persist in backups for a limited period before being overwritten.

This applies to both our web and mobile applications. Deleting your account ends your access to the Services.

6. Data Security

We implement reasonable administrative, technical, and physical safeguards designed to protect your information. These may include encryption, access controls, monitoring, and secure infrastructure practices.

No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

7. Cookies and Tracking Technologies

Pantora uses cookies and similar technologies to:

• Authenticate users
• Remember preferences
• Analyze usage and performance
• Improve functionality

7.1 Types of Cookies

• Essential Cookies: Required for authentication, session management, and core functionality. These cannot be disabled.
• Analytics Cookies: Help us understand how visitors interact with the Services, including page views, features used, and performance metrics.
• Preference Cookies: Remember your settings and preferences to personalize your experience.

You can control non-essential cookies through your browser settings or through our cookie consent mechanism when available. Disabling cookies may affect certain features of the Services.

7.2 Do Not Track Signals

Most web browsers have a Do Not Track ("DNT") feature that sends a signal to websites requesting that your browsing not be tracked. At this time, Pantora does not respond to DNT signals because there is no industry-wide standard for recognizing or honoring DNT signals. We will update this policy if a standard is established and we adopt a different practice.

8. Your Privacy Rights

8.1 U.S. Privacy Rights (Including California)

Depending on your jurisdiction, you may have the right to:

• Access the personal information we hold about you
• Request correction or deletion
• Opt out of certain data processing
• Receive information about data disclosures

Pantora does not sell personal information as defined by the California Consumer Privacy Act (CCPA/CPRA).

8.2 European Economic Area (GDPR)

If you are located in the EEA or UK, you have the right to:

• Access, correct, or delete your personal data
• Restrict or object to processing
• Data portability
• Withdraw consent at any time

Our lawful bases for processing include performance of a contract, legitimate interests, compliance with legal obligations, and consent where applicable.

8.3 Marketing Communications

You may opt out of receiving promotional emails from Pantora by clicking the "unsubscribe" link at the bottom of any marketing email or by contacting us at legal@pantora.ai. Please note that even if you opt out of marketing communications, you may still receive transactional messages related to your account, billing, security, or service updates.

8.4 Exercising Your Rights

To exercise any of the rights described above, please contact us at legal@pantora.ai. We will respond to verifiable requests within the timeframes required by applicable law. We may need to verify your identity before fulfilling your request.

9. SMS / Text Messaging

We may send text messages (such as appointment reminders, service follow-ups, and review requests) to the phone number you provide. If you provide your mobile phone number and opt in to receive text messages, Pantora may also send you automated account and promotional SMS messages, including new lead alerts, customer replies, account updates, onboarding, verification codes, customer support responses, and product news and offers. Consent to receive promotional or marketing text messages is not a condition of purchasing any goods or services or of using Pantora.

9.1 Message Frequency

Message frequency varies and depends on your account activity, the notifications you have enabled, and your interactions with the Services.

9.2 Message and Data Rates

Message and data rates may apply. Such charges are billed by and payable to your mobile service provider. Pantora is not responsible for any charges imposed by your carrier. Carriers are not liable for delayed or undelivered messages.

9.3 Opt-Out and Help

You can cancel the SMS service at any time by replying STOP to any text message you receive from us. After you send STOP, we will send you a confirmation message and will no longer send you SMS messages, except for any final confirmation. If you want to rejoin, you can opt back in by signing up again as you did initially. For help, reply HELP to any message or contact us at legal@pantora.ai.

9.4 Mobile Information Is Not Shared

Mobile phone numbers and consent to receive text messages are never shared or sold to third parties or affiliates for marketing or promotional purposes. We do not sell, rent, or share mobile phone numbers or SMS opt-in or consent information with any third parties. Text messaging originator opt-in data and consent are excluded from all other information-sharing described in this Policy and will not be shared with any third parties. We may share mobile information only with service providers who help us operate and deliver the messaging service (for example, our SMS platform provider), and only to the extent necessary to send the messages you have requested.

10. Mobile Applications

Pantora offers mobile applications for iOS and Android that let you manage your account on the go. The mobile apps connect to the same Pantora account and backend as our web application, and the practices described in this Policy apply to them. This section describes practices specific to our mobile apps.

10.1 Device Permissions

Our mobile apps may request the following device permissions. Each is optional, tied to a specific feature, and can be granted or denied in your device settings. The apps remain usable for viewing your data if you decline.

• Camera and Photos: To take or select photos and videos to add to your website's media library.
• Microphone and Audio: To play back recordings of calls handled by your AI answering service. The app does not record audio.
• Notifications: To deliver push notifications (see below).

10.2 Push Notifications

If you enable notifications, we register a push notification token for your device and send notifications about activity in your workspace, such as new leads, inbound messages, new reviews, and inbox items. Push notifications are delivered through Apple Push Notification service (APNs), Google Firebase Cloud Messaging (FCM), and Expo's push service. You can turn notifications off at any time in the app's Settings or in your device's system settings.

10.3 On-Device Storage

To keep the app responsive and support limited offline viewing, the app stores a temporary copy of certain data on your device. Authentication credentials are stored using your device's secure storage (iOS Keychain or Android Keystore). Cached data is cleared when you sign out.

10.4 Crash and Diagnostic Reporting

We may use a third-party error-monitoring service (Sentry) to collect crash reports and diagnostic data from the mobile apps so we can identify and fix problems. This data is used only for stability and debugging.

10.5 App Stores

Our apps are distributed through the Apple App Store and Google Play. Your download and use of the apps is also subject to the applicable app store's terms and privacy practices.

11. International Data Transfers

Pantora is based in the United States. If you access the Services from outside the U.S., your information may be transferred to and processed in the U.S. or other jurisdictions with different data protection laws.

Where required, we use appropriate safeguards for international transfers.

12. Children's Privacy

Pantora is not intended for use by individuals under the age of 13 (or under 16 in certain jurisdictions). We do not knowingly collect personal information from children. If we learn that we have collected such information, we will delete it promptly.

13. Third-Party Links and Integrations

The Services may contain links to third-party websites or services. Pantora is not responsible for the privacy practices of those third parties. We encourage you to review their privacy policies.

14. AI and Automated Processing

Pantora uses artificial intelligence and automated systems to provide the Services, including generating insights, recommendations, visibility analysis, and reports. These outputs are informational in nature and are designed to assist you in making business decisions.

We do not use AI or automated processing to make final decisions that would have legal or similarly significant effects on you without human review. AI-generated content may contain inaccuracies and should be reviewed before reliance.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of the Services after changes constitutes acceptance of the updated Policy.

16. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, contact us at: