Privacy Policy

Maddie (“Maddie,” “we,” “us”) is a service operated by Maddie Labs LLC, an Arizona limited liability company. Maddie is an AI voice service that answers inbound phone calls for restaurants, takes reservations and orders, and sends confirmations. This policy applies to our website, dashboard, and the calls Maddie handles.

For personal data processed on behalf of a restaurant (for example, the details of a caller’s reservation), the restaurant is the data controller and Maddie acts as a data processor. For our own account, billing, and website data, Maddie is the controller.

From restaurant customers (account holders):

• Account details — name, email, and password/authentication handled by our auth provider.
• Restaurant profile — business name, address, phone number, hours, menu, and settings you enter.
• Billing information — subscription plan and payment status. Card details are collected and stored by Stripe; we never see or store full card numbers.
• Usage data — logins, feature usage, and error diagnostics.

From callers (when Maddie answers a call):

• Phone number (caller ID) and the time and duration of the call.
• Audio of the call and its transcript, used to understand and respond to the caller.
• Information the caller provides — name, party size, reservation date/time, order items, and any special requests or messages.
• For orders or reservations that require payment, a secure payment link is sent; card entry happens on Stripe’s hosted page, never read aloud or stored by Maddie.

To answer a call, Maddie converts speech to text, generates a response, and speaks back. This requires processing the call audio in real time, and calls may be recorded and transcribed so the restaurant can review what was said and so we can operate and improve the service.

Recording laws vary by state. Each restaurant is responsible for enabling the recording-consent disclosure in its settings where required, and Maddie can play a disclosure to callers at the start of a call. If you are a caller and do not consent to recording, you may ask to be transferred to a person or end the call.

• To answer calls, take and manage reservations and orders, and send SMS or email confirmations.
• To provide, maintain, secure, and improve the service, including troubleshooting and preventing abuse.
• To process subscription billing and send service-related notices.
• To comply with legal obligations and enforce our Terms.

We do not sell personal information, we do not share personal information with third parties for their marketing purposes, and we do not use the content of a restaurant’s calls to train third-party advertising models.

Opt-in and consent. Guests opt in to text messages from Maddie by verbally providing their mobile phone number during a phone call with a restaurant’s Maddie assistant — for example, when booking a reservation or placing a takeout order and asking to receive a confirmation or payment link by text. By providing a phone number for this purpose, the guest consents to receive the related transactional messages described below at that number. Consent is not a condition of any purchase, and we do not send marketing or promotional texts.

What we send. Transactional messages only, tied to the guest’s own request: reservation confirmations and cancellation confirmations, takeout order confirmations, order-ready pickup notifications, and secure payment or card-on-file links the guest asked for during the call.

• No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Phone numbers and SMS opt-in data are used only to deliver the messages described above.
• Message frequency varies with your reservations and orders (typically one to three messages per booking or order). Message and data rates may apply.
• Opt out: reply STOP to any message at any time. You will receive one final message confirming the opt-out, and no further texts will be sent.
• Help: reply HELP to any message, or contact [email protected].

We rely on a small set of trusted providers to run the service. Each receives only the data needed for its function, is bound by contract to protect it, and may not use it for its own marketing:

• Twilio — telephony and SMS (call routing, caller ID, text confirmations).
• Deepgram — speech-to-text transcription of call audio.
• OpenAI — generating Maddie’s conversational responses.
• ElevenLabs — text-to-speech for Maddie’s voice.
• Stripe — subscription billing and secure payment collection.
• Clerk — account authentication.
• Resend — transactional email delivery.
• Cloud hosting and database providers — to run the application and store data.

We keep account and restaurant data for as long as your account is active, so the service works and restaurants have a usable history. Call recordings and transcripts are retained for up to 12 months from the call, after which they are deleted or de-identified. Reservation and order records are kept for the life of the account.

A restaurant can request deletion of specific reservation, order, or call records at any time. If you close your account, we delete or de-identify associated personal data within 90 days, except where retention is required for legal, accounting, or dispute purposes.

Data is encrypted in transit, access to production systems is restricted, and payment card data is handled entirely by Stripe under PCI-DSS. No system is perfectly secure, but we work to protect your information and will notify affected parties of a breach as required by law.

• Access, correct, or delete your account information from the dashboard or by emailing us.
• Depending on your location (e.g. under GDPR or the CCPA), you may have rights to access, port, restrict, or delete personal data, and to object to certain processing.
• Callers may exercise rights through the restaurant that took their reservation; we will assist that restaurant as its processor.
• To opt out of SMS, reply STOP to any message. Service emails are required for active accounts.

To make a request, email [email protected].

Maddie is a business service and is not directed to children. We do not knowingly collect personal information from anyone under 16.

We may update this policy as the service evolves. We will change the “Last updated” date above and, for material changes, notify account holders by email or in the dashboard.

Maddie Labs LLC, Arizona, USA. Email [email protected] with any privacy question or request.