Privacy Policy

I. Information We Collect

We may collect both Personal Information and Non-Personal Information.

Personal Information means information that can identify or reasonably be linked to an individual. This may include:

• Name
• Email address
• Phone number
• Date of birth, if provided
• Appointment details
• Call details
• Online booking requests
• Practice or clinic information
• Patient communication preferences
• Any information submitted through forms, calls, messages, or booking flows

Non-Personal Information means information that does not directly identify you. This may include browser type, device type, pages visited, general usage data, referring URLs, and interaction data.

II. Information Collected Through Aelo Voice

When you use or interact with Aelo Voice, we may collect information related to phone calls and patient communications, including:

• Caller name and phone number
• Call date, time, and duration
• Reason for calling
• Appointment requests
• Call transcripts or summaries
• Voicemail or callback information
• Routing details, such as whether the call was transferred or logged for follow-up

Aelo Voice is designed to assist dental practices with answering calls, collecting patient information, routing requests, and supporting appointment-related workflows.

Aelo does not provide dental, medical, insurance, billing, or legal advice. Any clinical, treatment, billing, or insurance-related questions should be handled by the dental office or qualified staff.

III. Information Collected Through Aelo Online Booking

When you use Aelo Online Booking, we may collect information needed to process or support an appointment request, including:

• Patient name
• Phone number
• Email address
• Preferred appointment date and time
• Appointment type or reason for visit
• New or existing patient status
• Clinic location preference
• Any notes submitted through the booking form

Depending on the dental practice's settings, Aelo may either complete a booking, submit a booking request, or notify the clinic so the appointment can be confirmed by staff.

IV. Information Collected Through Technology

When you visit our Site or use our Service, we may automatically collect certain information through cookies, pixels, analytics tools, or similar technologies.

This may include:

• IP address
• Browser type
• Device type
• Operating system
• Referring website
• Pages viewed
• Time and date of visit
• Clicks and interactions
• General location based on IP address

We may use this information to improve website performance, understand user behavior, maintain security, prevent fraud, and improve our products and services.

You may disable cookies through your browser settings, but some parts of the Site or Service may not function properly.

V. How We Use Information

We use collected information to:

• Provide Aelo Voice and Aelo Online Booking
• Answer, route, summarize, or log patient calls
• Support online appointment booking
• Send appointment requests or messages to dental practices
• Help dental offices manage patient communication
• Provide customer support
• Improve our Site, Service, and user experience
• Monitor performance and troubleshoot issues
• Maintain security and prevent misuse
• Send service updates, administrative messages, or support communications
• Comply with legal, regulatory, or contractual obligations

We may also use aggregated or de-identified information to improve Aelo's products, reporting, analytics, and service quality.

VI. Health Information and Dental Practice Data

Aelo may process patient-related information on behalf of dental practices. Depending on the clinic's location and applicable law, this information may be subject to privacy and health information laws such as HIPAA in the United States or PHIPA in Ontario, Canada.

When Aelo acts on behalf of a dental practice, we use patient information only as needed to provide the Service, support the clinic's workflows, or as otherwise permitted by law or agreement.

Aelo does not independently make clinical decisions, diagnose conditions, recommend treatment, or replace professional dental judgment.

VII. Text Messages and Phone Communications

If you provide your phone number through Aelo, a dental practice, our Site, or our Service, you may receive calls or text messages related to your inquiry, appointment request, demo request, account, or service communication.

Message frequency may vary. Message and data rates may apply.

You may opt out of text messages at any time by replying: STOP, QUIT, END, CANCEL, UNSUBSCRIBE, or OPT OUT

For assistance, you may reply HELP or contact us directly.

VIII. How We Share Information

We do not sell patient information.

We may share information only as necessary to operate and provide the Service, including with:

• The dental practice connected to the patient request
• Service providers that help us operate Aelo
• Hosting, analytics, communication, or infrastructure providers
• Integrated third-party systems used by the clinic
• Legal or regulatory authorities, if required by law

Service providers are only permitted to use information as needed to perform services for Aelo or the dental practice.

VIII.A Sub-Processors

Aelo uses the following sub-processors to operate the platform. Each sub-processor is bound by a Data Processing Agreement and is restricted to the categories of data listed below:

• Gleap (Frankfurt, Germany) — customer-support widget, in-app chat, knowledge base, product roadmap. Receives: hashed operator identity (never names or emails), role, subscription tier, locale, environment, app version, clinic slug, chat content, roadmap comments, screenshots from non-clinical pages, and ticket metadata. Cross-border transfer to the EU is governed by a signed Data Processing Agreement.
• Retell AI — outbound voice agent for sales confirmation + reminder calls. Receives lead identity and booking metadata only. No patient data.
• NexHealth— practice-management-system connector. Receives appointment + provider data scoped to the connecting clinic. No data leaves the clinic's PMS without clinic admin authorization.
• GoHighLevel — sales-funnel CRM. Receives lead contact info and ROI calculator results. No patient data.

For the full current sub-processor list, including data residency and any changes, contact us at info@aelovoice.com.

IX. Third-Party Services and Integrations

Aelo may connect with third-party tools or platforms to support booking, communication, analytics, call routing, or practice workflows.

These third-party services may have their own privacy policies and terms. We encourage users and dental practices to review those policies when using integrated services.

When integrations are used, Aelo shares only the information reasonably necessary to support the requested function.

X. How We Protect Information

We use reasonable administrative, technical, and organizational safeguards designed to protect information from unauthorized access, loss, misuse, alteration, or disclosure.

These safeguards may include:

• Secure data transmission
• Access controls
• Encryption where appropriate
• Vendor security review
• System monitoring
• Internal privacy and security procedures

However, no method of transmission or storage is completely secure. We cannot guarantee absolute security of any information.

XI. Data Retention

We retain information for as long as necessary to provide the Service, support dental practice workflows, comply with legal obligations, resolve disputes, enforce agreements, and maintain business records.

Retention periods may vary depending on the type of information, the dental practice's settings, legal requirements, and contractual obligations.

XII. Your Rights and Choices

Depending on where you live, you may have rights regarding your personal information, including the right to:

• Request access to your information
• Request correction of inaccurate information
• Request deletion of certain information
• Withdraw consent where applicable
• Opt out of certain communications
• Request more information about how your data is used

Some requests may need to be directed to the dental practice if Aelo processes the information on the practice's behalf.

To make a privacy request, contact us using the information below.

XIII. Children's Privacy

Aelo is not intended for use by individuals under the age of 18 without involvement from a parent, guardian, or dental provider.

We do not knowingly collect personal information directly from children without appropriate consent. If we learn that information has been collected in violation of applicable law, we will take steps to delete or correct it.

XIV. External Links

Our Site or Service may contain links to third-party websites or services. Aelo is not responsible for the privacy practices, content, or security of third-party websites.

This Privacy Policy applies only to information collected by Aelo through our Site and Service.

XV. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we may notify users by posting an updated version on our Site or by other appropriate means.

Your continued use of the Site or Service after changes are posted means you accept the updated Privacy Policy.

XVI. Contact Us

If you have questions about this Privacy Policy or how Aelo handles information, please contact us: