Privacy Policy

Last updated: December 21, 2025

1. Introduction

Lilo ("we," "our," or "us") is committed to protecting the privacy of vacation rental hosts ("you") who use our AI voice concierge platform. This Privacy Policy explains how we collect, use, disclose, and safeguard your information.

2. Information We Collect

Account Information

Email address, name, phone number, and property details you provide during registration.

Voice Recordings & Transcripts

Call recordings and transcripts between your property's phone line and guests. These are stored to provide evidence packets, dispute resolution, and service improvement.

Property Data

Property addresses, house rules, amenities, WiFi information, and other details you provide to help Lilo answer guest questions accurately.

Usage Data

Information about how you use the platform, including login times, features accessed, and interactions with the dashboard.

Payment Information

Payment details are processed by Stripe. We do not store complete credit card numbers on our servers.

3. How We Use Your Information

Provide and improve the Lilo voice concierge service
Generate evidence packets for dispute resolution
Detect threats such as extortion attempts or policy violations
Process payments and manage subscriptions
Send service-related notifications and updates
Comply with legal obligations
Train and improve our AI models (using anonymized data only)

4. Data Retention

Call recordings and transcripts are retained for the duration of your subscription plus 90 days, unless longer retention is required for legal purposes or active disputes. You can request earlier deletion of specific recordings through your portal.

5. Data Sharing

We do not sell your personal information. We may share data with:

Service Providers: Twilio (voice), OpenAI (AI processing), Stripe (payments), Supabase (database)
Legal Requirements: When required by law, subpoena, or court order
Dispute Resolution: Evidence packets you choose to export and share with platforms like Airbnb or VRBO

6. Security

We implement industry-standard security measures including:

Encryption in transit (TLS 1.3) and at rest (AES-256)
Access controls and authentication via Supabase
Regular security audits
Secure infrastructure hosted on Vercel and Railway

7. Your Rights

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

Access the personal data we hold about you
Request correction of inaccurate data
Request deletion of your data
Export your data in a portable format
Opt out of marketing communications

To exercise these rights, contact us at privacy@lilo.property.

8. California Residents (CCPA)

California residents have additional rights under the CCPA, including the right to know what personal information is collected and the right to delete. We do not sell personal information as defined by the CCPA.

9. International Transfers

Your data may be processed in the United States. By using Lilo, you consent to this transfer. We ensure appropriate safeguards are in place for international data transfers.

10. Children's Privacy

Lilo is not intended for use by individuals under 18 years of age. We do not knowingly collect personal information from children.

11. Changes to This Policy

We may update this Privacy Policy periodically. We will notify you of material changes by email or through the platform. Continued use after changes constitutes acceptance.

12. Contact Us

For privacy-related questions or requests:

Email: privacy@lilo.property
Mail: Lilo, 548 Market St #835, San Francisco, CA 94104