Last Updated: January 9, 2025
Lucid Matters, LLC and its worldwide affiliates and subsidiaries (collectively “Lucid Matters”, “us”, “we”, “our”) are committed to protecting your privacy while providing you with a positive experience on our website and in using our products and services.
This Privacy Notice (“Notice”) explains our privacy practices and provides information on how and why we collect, use, and share your personal information through our interaction with you in relation to our products and services, when you visit our websites and associated sub-domains ("Website"), and when you use our cloud communications solutions ("Services"). The Notice also describes choices that may be available to you regarding use, access, deletion, and correction of your personal information.
We use your personal information for the following purposes:
We provide our Services as ordered by our customers and, in that context, we act as a data processor or service provider on behalf of our customers. When processing the content of communications such as voicemails, SMS messages, and other text messages in connection with our Services, we do so on behalf of our Customers and in accordance with their instructions as a data processor or service provider. This means that if you believe Lucid Matters may have collected or stored personal information about you on behalf of a Lucid Matters customer as a data processor or service provider, or if you wish to access, review, modify, or delete any content of your communications, you should direct your request to that Customer.
We may use artificial intelligence, machine learning, or other similar technology to provide, maintain, support, and improve our Services and our interactions with you.
We do not pass any individual's consent to receive SMS from Lucid Matters to any third party. We do not share phone numbers with third parties for the purpose of allowing those third parties to send SMS. We do not share what the callers communicate to our Interactive Voice Agents on our platform with third parties.
When we collect personal information about you in connection with offering our Website and Services within the European Economic Area (EEA), Switzerland, and the United Kingdom (UK), our lawful basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.
We will normally collect personal information from you where we need the personal information to perform a contract with you (e.g., when you order a Service), or where the processing is in our legitimate interests and not overridden by your data protection interests or fundamental rights and freedoms (e.g., to market and provide our Services). In some cases, we may also have a legal obligation to collect and process the personal information in question (i.e., Service Usage Data) or we may process your personal information where we have your consent to do so.
We may share and disclose your personal information solely for legitimate business or legal purposes as described in this Notice and in accordance with applicable law, with the following third parties:
We provide our Services as ordered by our customers and, in that context, we act as a data processor or service provider on behalf of our customers. When processing the content of communications such as voicemails, SMS messages, other text messages, and recordings in connection with our Services, we do so on behalf of our Customers and in accordance with their instructions as a data processor or service provider. This means that if you believe Lucid Matters may have collected or stored personal information about you on behalf of a Lucid Matters customer as a data processor or service provider, or if you wish to access, review, modify, or delete any content of your communications, you should direct your request to that Customer.
We will NOT share your personal information with third parties for the third parties’ direct marketing purposes.
Certain U.S. states provide the right to appeal Lucid Matters’s denial of an individual rights request.
To exercise your rights or to allow your authorized agent to exercise your rights, please submit, or have your authorized agent contact our Privacy Team at privacy@lucidmatters.com.
We will verify your request using your name, email, and phone number. Depending on the nature of your request, we may need additional information to verify your identity. You may authorize an agent to make a request on your behalf to exercise your privacy rights under applicable privacy laws.
Lucid Matters collects CPNI while providing telecommunications and interconnected voice-over-Internet-protocol (interconnected VoIP) services. We use this information for several purposes, including billing and administrative purposes, to prevent fraud and abuse of our services, in compliance with CPNI requirements.
Customers have a right, and Lucid Matters has a duty, under federal law, to protect the confidentiality of CPNI. Lucid Matters personnel are not permitted to access, use, or share any CPNI unless they are authorized and have a legitimate business need to do so. Lucid Matters will not sell, share, disclose, or enable access to CPNI by any third party outside of our own agents and affiliates, except as required by law. Lucid Matters does NOT use CPNI for the purpose of marketing communications-related services.
Keeping your information secure is important to us. We have taken appropriate steps designed to reduce the risk that your personal information may be subject to loss, misuse, unauthorized access, disclosure, alteration, or destruction. We do not store what users communicate to our Services verbally or via text. We only process such data in memory so our Services can respond or take action, including forwarding the message. We communicate responses via phone lines and SMS. We do not store our response either. Lucid Matters employees have no access to what the user may have communicated.
We will retain your personal information for no longer than is necessary to fulfill the purposes for which the information was originally collected unless a longer retention period is required or permitted by law, for legal, tax, or regulatory reasons, or other legitimate and lawful business purposes. Where we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize it.
Your personal information may be transferred to, and processed in, countries other than the country in which you are resident. Specifically, information collected in the European Economic Area ("EEA") and the UK may be transferred to and stored on our servers in the United States and Switzerland, and potentially in other countries where our group companies and third-party service providers and partners operate. These countries may have data protection laws that are different from the laws in your country (and in some cases, may not be as protective).
As a processor to our customers, Lucid Matters processes personal data that customers choose to submit to the services as customer-generated content, call detail records, usage data, and account information. The purposes for such processing are the provision, maintenance, support, and improvement of the services.
Lucid Matters does not knowingly provide products or services directly to children under the age of 16, or knowingly collect or solicit personal information from or about children under the age of 16.
This Notice does not apply to, nor are we responsible for, the privacy, information, or other practices of any third parties, including any third party operating any site or service to which the Website or Apps link, including but not limited to social media sites. The inclusion of a link on the Website or Apps does not imply our endorsement of the linked site or service. You should check the privacy notices of those sites before providing your personal information to them.
Our Website may offer publicly accessible blogs or community forums. You should be aware that any information you provide in these areas is public and may be read, collected, and used by others who access them and may remain on the public forum indefinitely. To request removal of your personal information from our blog or community forum, you can submit a request through our online portal. In some cases, we may not be able to remove your personal information, in which case we will let you know if we are unable to do so and why. We encourage all users to exercise caution when providing personal information in blogs and community forums.
We may update this Notice from time to time in response to changing legal, technical, or business developments. If we make changes to our Notice, we will post those changes on this page in addition to updating the "Last Updated" or effective date at the top of this webpage. If we make material changes, we will notify you either by emailing you or by posting a notice of such changes prominently on this page prior to such material changes taking effect.
If you have any questions, comments, or concerns about this Notice, please email privacy@lucidmatters.com.