> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Privacy Policy
> How HoopAI collects, uses, shares, and protects your personal information across our Platform and Processor Services.
**Last Updated: January 2026**
***
## Overview
HoopAI, Inc. ("HoopAI," "we," "us," or "our") respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy describes how we collect, use, disclose, and safeguard information when you visit our website at hoopai.com, use the HoopAI platform, or interact with our services (collectively, the "Services").
### Platform Services vs. Processor Services
HoopAI provides two categories of services, and the way we handle your data differs depending on which applies:
| Service type | Description | HoopAI role |
| ---------------------- | ---------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------ |
| **Platform Services** | Services we provide directly to you as an account holder (account management, billing, support, marketing) | **Data Controller** — this Privacy Policy applies in full |
| **Processor Services** | Services where we process data on behalf of our customers (e.g., CRM contacts, customer communications, marketing campaigns) | **Data Processor** — our customer's privacy notice applies, not this one |
When HoopAI acts as a Data Processor on behalf of our customers, we process personal data only as instructed by the customer. If you are an end user whose data is processed through a HoopAI customer's account, please refer to that customer's privacy notice for information about how your data is handled.
By using the HoopAI platform, you consent to the collection, use, and sharing of your information as described in this Privacy Policy. If you do not agree, please do not use the Services.
***
## 1. Information we collect
We collect information in three categories: directly from you, from third parties, and automatically.
### 1.1 Information you provide directly
When you create an account or interact with our Services, we may collect:
* Full name and display name
* Email address
* Phone number
* Company or organization name
* Job title and role
* Account credentials (username and password)
* Billing and shipping addresses
* Credit or debit card numbers
* Bank account details
* Transaction and purchase history
HoopAI does not store full credit card numbers on our servers. Payment information is processed through PCI-compliant third-party payment processors.
Data you input, upload, or transmit through the platform, including CRM contacts, conversation logs, calendar bookings, payment records, AI agent configurations, website content, and marketing campaign data.
When you contact our support team, submit feedback, participate in surveys, or communicate with us through any channel, we collect the content of those communications.
### 1.2 Information from third parties
| Source | Information collected |
| ------------------------------------ | --------------------------------------------------------------------------- |
| **Marketing partners** | Lead and referral information, campaign performance data |
| **Vendors and service providers** | Identity verification data, fraud screening results |
| **Public databases and directories** | Publicly available business information, professional profiles |
| **Events and conferences** | Contact information collected at trade shows, webinars, or sponsored events |
| **OAuth and social integrations** | Profile information from Google, Facebook, and other connected accounts |
| **Referral partners** | Name and contact information provided by partners who refer you to HoopAI |
### 1.3 Information collected automatically
* IP address
* Browser type and version
* Operating system and device type
* Device identifiers
* Screen resolution and language preferences
* Time zone settings
* Features accessed and actions taken on the platform
* Pages and screens viewed
* Clicks, scrolls, and navigation patterns
* Session duration and timestamps
* Referring URLs and exit pages
We use cookies, web beacons, pixel tags, and similar technologies to collect information about your interactions with our Services. See [Section 8](#8-cookies-and-tracking-technologies) for details on the types of cookies we use and how to manage them.
Server logs that record requests made to our servers, including URL, HTTP method, referring page, response status, and timestamps.
***
## 2. How we use information
### 2.1 Platform functionality and development
| Purpose | Data used |
| ------------------------------------------------- | -------------------------------------------- |
| Operating and maintaining the HoopAI platform | Account information, Customer Data |
| Processing CRM contacts and pipelines | CRM data, contact records |
| Managing conversations (email, SMS, chat, social) | Communication data, conversation logs |
| Scheduling and calendar bookings | Calendar data, contact information |
| Running marketing automation and campaigns | Marketing data, contact lists, email content |
| Processing payments and invoices | Payment data, transaction records |
| Generating reports and analytics | Usage data, reporting data |
| Hosting sites, funnels, and membership content | Site and content data |
| Developing, testing, and improving new features | Aggregated usage data, feedback |
### 2.2 AI features
HoopAI uses artificial intelligence to power features such as AI agents, content generation, conversation intelligence, and workflow automation.
HoopAI does **not** use your data to train publicly available AI models. AI features are powered by specialized AI subprocessors under strict data processing agreements. Your Customer Data is processed solely to deliver AI functionality within your account.
### 2.3 Customer support
* Responding to support tickets, live chat, and phone inquiries
* Diagnosing and resolving technical issues
* Providing onboarding assistance and training
### 2.4 Business operations
* Internal business analytics and reporting
* Capacity planning and infrastructure management
* Vendor and partner management
### 2.5 Communications
* Sending transactional messages (account confirmations, password resets, billing receipts)
* Product updates, feature announcements, and educational content
* Marketing communications (with your consent, where required by law)
* Event invitations and community updates
### 2.6 Protecting and securing the platform
* Detecting, preventing, and responding to fraud, abuse, and security threats
* Enforcing our Terms of Service and Acceptable Use Policy
* Monitoring for unauthorized access and suspicious activity
* Performing security audits and vulnerability assessments
### 2.7 Advertising and marketing
* Measuring the effectiveness of our advertising campaigns
* Delivering relevant advertisements on third-party platforms
* Personalizing marketing content based on your interests and interactions
### 2.8 Statistical purposes
* Aggregating and de-identifying data for statistical analysis
* Generating industry benchmarks and trend reports
* Conducting research to improve our Services
### 2.9 Legal, regulatory, and compliance
* Complying with applicable laws, regulations, and legal processes
* Responding to lawful requests from government authorities
* Establishing, exercising, or defending legal claims
* Meeting tax, accounting, and financial reporting obligations
***
## 3. Legal basis for processing
For users located in the European Economic Area (EEA), United Kingdom, or Switzerland, we process personal data under the following legal bases as required by the General Data Protection Regulation (GDPR):
| Legal basis | When it applies | Examples |
| ------------------------ | ------------------------------------------------------------------------------------------ | --------------------------------------------------------------- |
| **Consent** | When you have given clear, affirmative consent for a specific purpose | Marketing emails, optional cookies, certain AI features |
| **Contract performance** | When processing is necessary to fulfill our contractual obligations to you | Providing the platform, processing payments, account management |
| **Legal obligation** | When processing is required to comply with applicable laws | Tax records, regulatory reporting, law enforcement requests |
| **Legitimate interests** | When processing serves our legitimate business interests and does not override your rights | Security, fraud prevention, service improvement, analytics |
**Data Controller vs. Data Processor:** HoopAI acts as a Data Controller when processing your data for Platform Services (account management, billing, marketing to you). HoopAI acts as a Data Processor when processing data on behalf of our customers through Processor Services (customer CRM data, end-user communications). For Processor Services, the customer is the Data Controller.
***
## 4. How we protect information
HoopAI implements comprehensive administrative, technical, and organizational security measures to protect the confidentiality, integrity, and availability of your information.
### Technical safeguards
* **Encryption at rest:** All Customer Data is encrypted using AES-256 encryption
* **Encryption in transit:** All data transmitted between your browser and our servers is encrypted using TLS v1.2 or higher
* **Access controls:** Role-based access controls, multi-factor authentication, and least-privilege principles
* **Infrastructure security:** SOC 2 Type II compliant hosting infrastructure with regular security audits
* **Network security:** Firewalls, intrusion detection and prevention systems, DDoS mitigation
### Administrative safeguards
* Regular security awareness training for all employees
* Background checks for personnel with access to personal data
* Documented security policies and procedures
* Regular security risk assessments
* Vendor security assessments for all subprocessors
### Organizational safeguards
* Dedicated security team with 24/7 monitoring
* Documented incident response procedures with defined escalation paths
* Regular penetration testing and vulnerability scanning
* Business continuity and disaster recovery planning
### Data breach notification
In the event of a data breach affecting your personal information, HoopAI will:
* Notify affected individuals without undue delay and within 72 hours of discovery where required by law
* Provide details about the nature of the breach, data affected, and remediation steps
* Notify relevant supervisory authorities as required by applicable law
* Cooperate fully with any resulting investigations
While we implement robust security measures, no method of transmission or storage is 100% secure. You are responsible for maintaining the security of your account credentials and controlling access to your account.
***
## 5. When we share information
We share information only in the following circumstances:
### 5.1 Affiliates and subsidiaries
We may share information with HoopAI affiliates and subsidiaries for internal business purposes, including shared infrastructure, support services, and corporate operations.
### 5.2 Service providers
We share information with trusted third-party service providers who perform services on our behalf:
| Provider category | Purpose | Data shared |
| --------------------------- | ------------------------------------------ | ---------------------------------- |
| **Cloud hosting** | Infrastructure and data storage | Customer Data (encrypted) |
| **Payment processing** | Billing and payment collection | Payment information |
| **Email delivery** | Transactional and marketing emails | Email addresses, email content |
| **SMS and voice providers** | Text message and call delivery | Phone numbers, message content |
| **AI subprocessors** | Powering AI features | Interaction data under strict DPAs |
| **Analytics** | Usage analytics and performance monitoring | Aggregated usage data |
| **Customer support** | Help desk and support ticket management | Account and communication data |
All service providers are bound by data processing agreements and are prohibited from using your data for any purpose other than providing services to HoopAI.
### 5.3 Partners
We may share limited information with technology partners, resellers, and integration partners as necessary to provide joint services or enable integrations you have authorized.
### 5.4 Advertising and marketing
We may share de-identified or aggregated information with advertising partners to measure campaign effectiveness and deliver relevant advertisements. We do not share personally identifiable information with advertisers without your consent.
### 5.5 Third-party integrations
When you connect third-party services to your HoopAI account (e.g., payment processors, email services, social media platforms, calendar apps), information may be shared with those services as necessary to enable the integration. Each third-party service is governed by its own privacy policy.
### 5.6 Sales, mergers, and acquisitions
In the event of a merger, acquisition, reorganization, bankruptcy, or sale of assets, your information may be transferred as part of the transaction. We will notify you of any such transfer and any changes to this Privacy Policy.
### 5.7 Legal and regulatory
We may disclose information when we believe in good faith that disclosure is necessary to:
* Comply with applicable law, regulation, or legal process
* Respond to lawful requests from public authorities
* Protect the rights, property, or safety of HoopAI, our customers, or the public
* Enforce our Terms of Service
### 5.8 With your consent
We may share your information with third parties when you give us explicit consent to do so.
**Phone number consent:** We do NOT share your phone number or opt-in consent with third parties for marketing purposes unless we have received your express written consent.
***
## 6. Data retention
We retain your information only as long as reasonably necessary to fulfill the purposes for which it was collected, taking into account the amount, nature, and sensitivity of the data, the potential risk of harm from unauthorized use or disclosure, and the purposes for which we process it.
### Retention periods
| Data category | Retention period |
| ------------------------------- | ----------------------------------------------------------------------------- |
| **Account information** | Duration of account plus 30 days after termination |
| **Customer Data** | Duration of account plus 30 days (available for export prior to deletion) |
| **Billing and payment records** | 7 years (as required for tax and accounting compliance) |
| **Usage and log data** | 24 months |
| **Support communications** | 3 years after resolution |
| **Marketing interaction data** | 24 months from last interaction |
| **Cookie data** | Varies by cookie type (see [Section 8](#8-cookies-and-tracking-technologies)) |
| **AI agent interaction logs** | Duration of account plus 30 days |
### Requesting deletion
You may request deletion of your personal information at any time by contacting [privacy@hoopai.com](mailto:privacy@hoopai.com). We will process your request subject to any legal retention obligations.
Customer Data stored within the HoopAI platform (CRM contacts, conversations, etc.) can be deleted by you at any time through the platform's built-in tools. After the applicable retention period, remaining data is permanently deleted or irreversibly anonymized.
***
## 7. Children's privacy
The HoopAI platform is not directed to individuals under the age of 16. We do not knowingly collect personal information from children under 16. If we learn that we have collected personal information from a child under 16, we will promptly delete that information and terminate any associated account.
If you believe a child under 16 has provided us with personal information, please contact us immediately at [privacy@hoopai.com](mailto:privacy@hoopai.com).
***
## 8. Cookies and tracking technologies
### Types of cookies
| Cookie type | Purpose | Duration | Can you opt out? |
| ---------------------- | ---------------------------------------------------------------------------- | ----------------------- | ---------------- |
| **Strictly necessary** | Essential for platform functionality (authentication, security, preferences) | Session or up to 1 year | No |
| **Performance** | Analytics and performance monitoring (page load times, error rates) | Up to 2 years | Yes |
| **Functional** | Remember your preferences and settings | Up to 1 year | Yes |
| **Marketing** | Track advertising effectiveness and deliver relevant advertisements | Up to 2 years | Yes |
### Cookie management
You can manage your cookie preferences through:
* **Browser settings:** Most browsers allow you to block or delete cookies
* **Cookie consent banner:** Use our cookie banner to set your preferences when you first visit hoopai.com
* **Opt-out links:** Use industry opt-out tools such as the [Digital Advertising Alliance](https://optout.aboutads.info/) or [Network Advertising Initiative](https://optout.networkadvertising.org/)
For more information about the specific cookies we use, please see our [Cookie Policy](/legal/cookie-policy).
***
## 9. Links to other services
The HoopAI platform and website may contain links to third-party websites, services, or applications that are not operated by us. We are not responsible for the privacy practices of these third parties. We encourage you to review the privacy policies of any third-party services you access through links on our platform.
***
## 10. Do Not Track
The HoopAI platform does not currently respond to "Do Not Track" (DNT) browser signals, as there is no industry-standard technology for recognizing or honoring DNT signals. If a standard is adopted in the future, we will update this Privacy Policy accordingly.
***
## 11. Your legal rights
### 11.1 European privacy rights (GDPR)
If you are located in the European Economic Area (EEA), United Kingdom, or Switzerland, you have the following rights under the General Data Protection Regulation:
You have the right to request a copy of the personal data we hold about you and information about how we process it.
You have the right to receive your personal data in a structured, commonly used, and machine-readable format, and to transmit it to another controller.
You have the right to request correction of inaccurate or incomplete personal data.
You have the right to request deletion of your personal data where there is no compelling reason for its continued processing.
You have the right to object to the processing of your personal data based on legitimate interests or for direct marketing purposes.
You have the right to request that we restrict processing of your personal data in certain circumstances (e.g., while we verify accuracy of data you have contested).
Where processing is based on consent, you have the right to withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out prior to withdrawal.
You have the right to lodge a complaint with your local data protection supervisory authority if you believe your rights have been violated.
### 11.2 U.S. privacy rights
Residents of states with comprehensive privacy laws (including California, Virginia, Colorado, Connecticut, Utah, and others) have the following rights:
You have the right to opt out of:
* The sale of your personal information
* Sharing of your personal information for targeted advertising
* Profiling in furtherance of decisions that produce legal or similarly significant effects
HoopAI does **not** sell personal information. To submit an opt-out request, contact [privacy@hoopai.com](mailto:privacy@hoopai.com).
You have the right to:
* Request disclosure of the categories and specific pieces of personal information we have collected
* Request correction of inaccurate personal information
* Request deletion of your personal information, subject to certain exceptions
We will not discriminate against you for exercising your privacy rights. You will not receive different pricing, service quality, or access levels.
If we deny your privacy request, you have the right to appeal our decision. To appeal, contact [privacy@hoopai.com](mailto:privacy@hoopai.com) with "Privacy Appeal" in the subject line.
You may designate an authorized agent to exercise your privacy rights on your behalf. We may require the agent to provide proof of authorization and may verify your identity directly.
We collect certain categories of sensitive personal data (e.g., account credentials, payment information) only as necessary to provide the Services. We do not use sensitive data for purposes beyond what is reasonably necessary.
| Category | Examples | Collected |
| ------------------------------------------ | ------------------------------------------------------------------- | --------- |
| **Identifiers** | Name, email, phone, IP address, account ID | Yes |
| **Personal information** | Billing address, payment details, phone number | Yes |
| **Commercial information** | Subscription plan, transaction and purchase history | Yes |
| **Internet or network activity** | Usage data, browsing activity on hoopai.com, feature interactions | Yes |
| **Geolocation data** | IP-based approximate location | Yes |
| **Professional or employment information** | Job title, company name, industry | Yes |
| **Inferences** | User preferences, feature usage patterns, account health indicators | Yes |
### 11.3 Australian privacy rights
If you are located in Australia, your personal information is protected under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). You have the right to:
* Access your personal information held by HoopAI
* Request correction of inaccurate, out-of-date, or incomplete information
* Lodge a complaint about our handling of your personal information with the Office of the Australian Information Commissioner (OAIC)
### 11.4 Canadian privacy rights
If you are located in Canada, your personal information is protected under the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation. You have the right to:
* Access your personal information held by HoopAI
* Challenge the accuracy and completeness of your information and request amendments
* Withdraw consent to the collection, use, or disclosure of your personal information (subject to legal or contractual restrictions)
* Lodge a complaint with the Office of the Privacy Commissioner of Canada
### 11.5 Exercising your rights
To exercise any of your privacy rights, contact us at:
* **Email:** [privacy@hoopai.com](mailto:privacy@hoopai.com)
* **Subject line:** "Privacy Rights Request"
We will verify your identity before processing any request and respond within the timeframe required by applicable law (typically 30 days for GDPR, 45 days for U.S. state privacy laws).
***
## 12. International data transfers
HoopAI, Inc. is based in the United States. If you access the Services from outside the United States, your information may be transferred to, stored in, and processed in the United States or other countries where our service providers maintain facilities.
For transfers of personal data from the EEA, UK, or Switzerland to the United States, we rely on:
* **EU-U.S. Data Privacy Framework (DPF)** — HoopAI is certified under the EU-U.S. Data Privacy Framework
* **UK Extension to the EU-U.S. DPF** — for transfers from the United Kingdom
* **Swiss-U.S. Data Privacy Framework** — for transfers from Switzerland
* **Standard Contractual Clauses (SCCs)** approved by the European Commission, as a supplementary transfer mechanism
* Additional safeguards such as encryption and access controls
***
## 13. Data Privacy Framework
HoopAI, Inc. and HoopAI Communications LLC comply with the EU-U.S. Data Privacy Framework (EU-U.S. DPF), the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. Data Privacy Framework (Swiss-U.S. DPF) as set forth by the U.S. Department of Commerce.
HoopAI has certified to the U.S. Department of Commerce that it adheres to the EU-U.S. Data Privacy Framework Principles with regard to the processing of personal data received from the European Union in reliance on the EU-U.S. DPF.
HoopAI has certified to the U.S. Department of Commerce that it adheres to the UK Extension to the EU-U.S. DPF Principles with regard to the processing of personal data received from the United Kingdom (and Gibraltar) in reliance on the UK Extension.
HoopAI has certified to the U.S. Department of Commerce that it adheres to the Swiss-U.S. Data Privacy Framework Principles with regard to the processing of personal data received from Switzerland in reliance on the Swiss-U.S. DPF.
The Federal Trade Commission has jurisdiction over HoopAI compliance with the EU-U.S. DPF, the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. DPF. In certain situations, HoopAI may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.
If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, you may contact our U.S.-based third-party dispute resolution provider (free of charge). Under certain conditions, you may invoke binding arbitration when other dispute resolution procedures have been exhausted.
HoopAI is responsible for the processing of personal data it receives under each Data Privacy Framework and subsequently transfers to a third party acting as an agent on its behalf. HoopAI remains liable under the DPF Principles if its agent processes such personal data in a manner inconsistent with the Principles, unless HoopAI proves it is not responsible for the event giving rise to the damage.
***
## 14. Privacy Policy updates
We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we make material changes:
* We will post the updated Privacy Policy on hoopai.com with a new "Last Updated" date
* We will notify you via email or in-platform notification for material changes
* We will obtain your consent where required by law
Your continued use of the Services after the effective date of any changes constitutes your acceptance of the updated Privacy Policy.
We recommend reviewing this Privacy Policy periodically. Prior versions are available upon request by contacting [privacy@hoopai.com](mailto:privacy@hoopai.com).
***
## 15. Contact us
If you have questions, concerns, or complaints about this Privacy Policy or our data practices, please contact us:
| Contact method | Details |
| --------------------- | ----------------------------------------------- |
| **Privacy inquiries** | [privacy@hoopai.com](mailto:privacy@hoopai.com) |
| **Legal department** | [legal@hoopai.com](mailto:legal@hoopai.com) |
| **General support** | [support@hoopai.com](mailto:support@hoopai.com) |
| **Mailing address** | HoopAI, Inc., Dallas, Texas, United States |
| **Website** | [hoopai.com](https://hoopai.com) |
### UK representative
For individuals located in the United Kingdom, you may contact our UK representative for data protection matters. Please email [privacy@hoopai.com](mailto:privacy@hoopai.com) with "UK Representative" in the subject line for current representative contact details.
### EU representative
For individuals located in the European Economic Area, you may contact our EU representative for data protection matters. Please email [privacy@hoopai.com](mailto:privacy@hoopai.com) with "EU Representative" in the subject line for current representative contact details.
For GDPR-related complaints, you also have the right to lodge a complaint with your local data protection supervisory authority.