Privacy Policy

1. Scope

This policy applies to information collected through the Suavo website, web portals, mobile experiences, sales and support interactions, and delivery operations software. It does not cover third-party services that maintain their own privacy terms or notices. Suavo is built for the staff of businesses, schools, and other organizations, not for children, and we do not knowingly collect personal information directly from children under 13. A school may give us student records only under a written agreement that covers how we use, protect, share, and delete them.

2. Categories of information

Depending on your relationship with Suavo, we may collect:

• Account and profile details such as name, email, phone number, role, and organization, and the language you pick for Suavo (English or Spanish), which we save on your account and in your browser.
• Operational data such as delivery status, timestamps, route events, support activity, and audit records.
• Driver onboarding records such as identity verification status, licensing information, training completion, and employment paperwork.
• Order, customer, and delivery workflow data from the businesses we serve. Regulated health information is handled only in pharmacy pilots under a signed business associate agreement.
• Billing details for paid plans. Payments are processed by Stripe, and we never receive or store your full card number.
• Bank account names, balances, and transactions, only if a business owner chooses to connect a bank through Plaid (section 5).
• Data from tools a business connects, such as Square orders, menu items, and team members, or a Gmail inbox, limited to what that business turns on.
• Questions typed or spoken to Ask Suavo, which we pass to our AI provider and do not store (section 6).
• Your name, restaurant, mobile number, and optional email if you join the Kitchen Vision launch list (section 7).
• Technical data such as browser type, device information, cookie preferences, IP addresses used to stop abuse, cookie-free page-view counts on our public website, and usage analytics when you opt in (section 9).

2a. The Suavo mobile app (drivers)

Drivers using the Suavo iOS app additionally share, with the operating business and Suavo, the following — each tied to an explicit iOS permission prompt:

• Precise location, including in the background, only while on an active delivery shift — used for navigation, live ETAs, and chain-of-custody verification at pickup and dropoff. Tracking starts at “Go Online” and stops at “Go Offline.”
• Camera and photos — driver license scanning during onboarding, proof-of-delivery photos, and custody evidence.
• Dashcam video (where the operating business enables it) — road-facing video during active routes only, with no audio, automatic pausing at pickups and dropoffs, and limited retention unless flagged for safety review. Recording requires the driver’s explicit in-app consent.
• Bluetooth — connections to temperature sensors that monitor cold-chain medications in transit.
• Motion data — on-device crash detection that can offer to contact emergency services after a severe impact.

Drivers can delete their account and associated personal data from Settings inside the app. None of this data is sold or used for advertising or cross-app tracking.

2b. Suavo for Chrome (browser extension)

Suavo for Chrome connects to your signed-in Suavo workspace. Its private companion supports Insurance and restaurant workspaces, while carrier guidance supports Progressive, Liberty Mutual and Safeco, GUARD, The Hartford, and First Cap. On other websites you choose, an optional teaching guide can remember the order of form controls you use. It does not fill, submit or bind policies.

• Carrier guidance and website teaching run on your computer. Questions you send in the companion go to your signed-in Suavo workspace, using its account permissions and AI services described in this policy. The recent conversation (up to six questions and answers) is shared between your dashboard orb and the extension so you can continue it on another website; the extension keeps it only in Chrome’s temporary memory, and it is sent with each question for context together with the website’s address and the client or policy being worked on. Dashboard record, usage and learning retention follow your workspace settings.
• It reads visible carrier page text and search-field labels to find the policy. This may include policyholder details and premium or payment information. It compares eligible text and search inputs with the policy number to remember the right box, without saving the typed values. Password inputs, detected sign-in pages, and fields labelled as credentials or verification codes are excluded.
• The carrier you opened, its name, the policy number, and the time are kept only in your browser's temporary memory. The extension uses them for up to 30 minutes. They are removed when you finish or close its guide, the next time the extension finds them older than 30 minutes, or when Chrome closes.
• On your computer, it keeps which search box you used on each carrier site (the site's address, a description of the box, how often you used it, and when you last did), where you placed Suavo on the screen, and your voice settings.
• Voice is optional and off until you turn it on. Your speech is turned into words on your computer only, and replies use an installed local voice. Chrome may download its speech model. If you enable “Hey Suavo,” listening can continue on other tabs and resume when Chrome starts. Open Voice settings from the Suavo toolbar, or use the green listening dot, to turn it off. The extension does not save your speech or send it anywhere.
• Website teaching does not upload page content, typed field values or speech. PDF collection is a separate optional feature described below. Learning requires your permission for that site. On a site you allowed, Suavo learns your steps while a Learning dot shows on the orb; tap the dot to pause learning for that site, and choose Teach this site to turn it back on. A separate Start teaching tap in the teaching guide records a routine on purpose. It keeps your latest 30 structural steps per workspace and site, with up to ten routines in this Chrome profile. It saves control positions and types, the site origin, a workspace identifier and a timestamp, not field values, labels, screenshots or page URL paths. You can pause learning, stop teaching, or delete a routine in its guide. It does not sign in, type or click website controls for you.
• The companion shows the signed-in business and checks it before each question. Authentication cookies stay with the Suavo website. It can open links you choose in grouped tabs. Learning on a website does not train a model or share that business’s routines with other businesses.
• Connecting registers this Chrome profile with your signed-in user and business. Suavo stores a random installation ID, computer name, extension version, and connection, last-seen and disconnection times. You can rename or disconnect a computer in the orb’s Chrome settings. Last seen is not a live online status; disconnecting the extension does not sign out the dashboard.
• PDF collection requires permission for the selected website. Auto-clip is off by default and enabled separately for each website and workspace, unless your agency turns on automatic adding, in which case it is on for managers and owners on websites you allowed until you turn it off for a site. It collects at most five visible PDF links per page, up to 4 MB each, into a private inbox of up to 20 files. It does not crawl other pages. PDFs, filenames, source site, size, content hash and collection time are stored privately for your user and business until you remove them. Identical files are skipped. Collection does not call an AI model; Read PDF uses the existing workspace AI importer and plan limits. Nothing enters your book until you review and apply it, unless your agency turns on automatic adding: then a collected PDF is read by the workspace AI importer and added to your book only when its import check finds nothing to confirm (such as a status change or several clients in one file); anything else waits for your review with the reason.
• Auto-clip preferences stay in this Chrome profile. Manual files dropped onto the orb remain in page memory until the review closes; reading them sends them to the authenticated importer. Remove captured files in Chrome settings inside the orb. Removing the extension clears its local data, but does not delete server-side registrations or captured files.

3. How we use information

We use information to authenticate users, operate delivery workflows, maintain chain of custody, respond to support requests, meet legal and contractual obligations, detect misuse, improve the service, and communicate with the businesses we serve, their drivers, and their customers.

4. Sharing and disclosure

We do not sell personal information. We may disclose information to pharmacies, workforce members, service providers, regulators, law enforcement, or professional advisers when needed to operate the service, satisfy legal obligations, investigate incidents, or protect people and property. Access is intended to follow a minimum-necessary standard for regulated workflows. Records we hold for a business customer, including any health information, we handle under that customer’s instructions, our agreement with them, any business associate agreement, and the law. The companies that process data for us are listed in section 5.

5. Service providers

These companies process information for us so we can run Suavo. They get only what their job needs.

• Supabase: our database, sign-in, and file storage.
• Vercel: hosts our website and apps, runs scheduled jobs, and counts page views and button clicks on our public website without cookies (section 9).
• Amazon Web Services: sends and receives our email.
• Sentry: error reports, so we can fix problems. Screen recording is off.
• Upstash and Inngest: rate limits and background jobs.
• Stripe: card payments and subscriptions. Stripe Identity checks a driver’s or fleet operator’s photo ID and a matching selfie. Stripe keeps the images; we keep the verification status.
• Plaid: only if a restaurant owner connects a bank in Settings, under Connections. Plaid shares the account names, balances, and transactions, which we refresh about every hour to show money in and out and to match deposits, expenses, and invoices. The owner can pause or disconnect the bank in Connections at any time. Disconnecting removes the connection at Plaid and stops new data; transactions already imported stay in the account.
• Square: if a restaurant connects Square, we read what the features it turns on need, such as orders, menu items, and team members, and, only for features that require it, invoices, customers, payments, payouts, and timecards.
• Google: if an insurance agency connects Gmail, we read its inbox and, only if it allows, send email from it. Google Analytics runs only if you accept analytics cookies.
• Gusto: payroll data, only if a business connects it.
• Checkr: driver background checks.
• DoorDash and Uber: when a restaurant sends an order with a backup courier, we share the pickup and drop-off addresses, the recipient’s name and phone number, and drop-off notes.
• Twilio: text messages, such as driver invites, delivery updates, and phone verification codes.
• Anthropic: runs the Claude AI model behind Ask Suavo and behind signed-in tools, such as reading and drafting emails and pulling details out of documents a business uploads. Under its commercial terms, Anthropic does not train its models on this data and deletes it after 30 days unless it must keep it longer, for example to enforce its usage policy.
• OpenAI: helps the kitchen screen read a delivery address typed into an order. OpenAI does not train on this data; it generally keeps it for up to 30 days to monitor abuse, and longer only for legal or safety reasons.
• Google Gemini: a backup AI model that SuavoAgent, our pharmacy desktop assistant, can switch to if Claude is down. It is not turned on today, and we will update this list before it is.

We do not send patient health information to an AI provider unless a business associate agreement with that provider is in place. SuavoAgent is also built to strip patient identifiers from anything it sends to an AI model and to block the request if it still detects one, but automated filtering can miss things, so we do not rely on it in place of that agreement. Ask Suavo asks you not to enter patient details.

6. Ask Suavo

When you ask Ask Suavo, the assistant on our public website, a question, we send your question, the earlier messages in that conversation, and which part of the site you are on to Anthropic, whose Claude AI model writes the answer. Nothing else about you is sent, and the assistant draws only on our public site content, never on customer or account data. Anthropic handles that text under its own commercial terms and privacy policy.

Suavo does not store or log what you ask or what the assistant answers. Our logs keep only counts, timing, and error codes. To limit abuse, we count questions per IP address. The conversation is not saved in your browser and is gone when you reload or close the page. If you choose “Talk to a person,” what you type into that form is saved as a help request and answered by email.

If you talk to Ask Suavo with your microphone, your browser’s own speech service turns your voice into text and reads answers aloud. Unless your browser does this on your device, that service may send your audio to the browser’s maker, such as Google for Chrome, Apple for Safari, or Microsoft for Edge, under their terms. No audio reaches Suavo; we receive only the text, handled as described above.

Inside a restaurant’s signed-in dashboard, the assistant (also called Suavo) answers from that restaurant’s own records, through Anthropic as above. It keeps a small memory for each signed-in person, visible only to that person’s own assistant: things they ask it to remember, how they like to be addressed, and their last few questions and answers from the past 14 days. Say “forget everything” and that memory is deleted at once. It is never shared with other staff or other businesses and is never used to train AI models.

7. Calls and texts

If you tick the box to join the Kitchen Vision launch list, we collect your name, restaurant name, mobile number, and email if you give one, along with the version of the consent wording you agreed to and when. We use them only to call or text you about Kitchen Vision, and we never sell them or give them to anyone else to market to you. Only Suavo administrators can see the list. Reply STOP to any text, or ask us any other reasonable way, such as by emailing support@suavollc.com, and we will stop calling and texting you and remove you from the list within 10 business days. Because your entry is also our record of your consent, we otherwise keep it for 5 years after you last joined and then delete it (section 11).

If you call or text our priority support line, we see your phone number and what you send, and we use them only to help you.

8. HIPAA and security posture

Suavo is designed for HIPAA-regulated workflows with encryption in transit and at rest, audit logging, role-based access, and session controls. Actual legal compliance depends on the deployed configuration, executed agreements, internal policies, and how the service is used by participating organizations. We do not claim that using Suavo by itself makes any organization HIPAA compliant.

9. Cookies and analytics

Essential cookies are used to secure sessions and maintain core functionality. You can change your browser settings to manage cookies, although some site features may not work if essential cookies are blocked.

Optional analytics stay off until you choose Accept in our cookie banner, which saves your choice in your browser. With your consent, we record page views in our own analytics (the page, the site you came from, your approximate city, your device, browser, and screen size, and whether you have visited before) and we load Google Analytics with its advertising features and Google signals turned off. If your browser sends a Do Not Track or Global Privacy Control signal, these optional analytics stay off, even if you chose Accept. We do not use advertising cookies or session recording.

If you reach our site by clicking one of our Google ads and you chose Accept, we keep the ad's click ID (a random code Google adds to the link) with your business's signup record. If that business signs up, and later when it completes its first real order, we tell Google Ads that the click led to that step. We send only the click ID, the step, and the time. We never send your name, email, phone number, customers, or orders. This only helps us see which ads bring real customers.

When you first visit, a cookie of our own remembers for 30 days the page you landed on, the website that sent you (its name only), and any campaign tags in the link, so if your business signs up we know how you found us; it is never shared, and it is not set if your browser sends Do Not Track or Global Privacy Control.

Our public website pages also use Vercel Web Analytics. It sets no cookies and does not identify you, so it runs without the cookie banner. It counts page views with the page address (we remove anything after a “?” or “#” first), the site you came from, your approximate location, and your device, browser, and operating system. Vercel tells visits apart with a code made from your request that it discards after 24 hours, and it shows us totals only. It also counts a few actions on those pages, such as which main buttons are clicked and when a sign-up starts, using only the button’s label and the page. When a new business finishes signing up, our server tells it the type of business, nothing else. It does not run inside signed-in Suavo.

Amazon links in our hardware guide open Amazon in a new tab. The link carries only the product search and, when it is on, our Amazon Associates tag, and your browser does not tell Amazon which of our pages you came from. Once you are on Amazon, Amazon may set its own cookies, and its privacy notice applies.

10. California privacy rights

California residents may have rights to know, access, correct, delete, and receive a portable copy of certain personal information, subject to legal exceptions. California’s privacy law may not yet apply to a business our size, but we honor these requests from anyone. We may need to verify your identity before fulfilling a request. To submit a request, email privacy@suavollc.com. We aim to confirm we received your request within 10 business days and to answer within 45 days, and we will tell you if we need more time. You may use an authorized agent; we will ask for proof that you authorized them. We will not treat you differently for making a request. We do not sell or share personal information, as California law defines those words, and have not done so in the past 12 months. A Global Privacy Control signal from your browser turns off our optional analytics (section 9).

11. Retention

We retain data for as long as needed to provide the service, satisfy contract and legal obligations, resolve disputes, and maintain security and audit records. Some regulated records may be retained even after account closure where law or contract requires it.

Public sales inquiries are normally retained for up to 24 months and then anonymized unless an active customer relationship, a requested follow-up, or a legal obligation requires a different period.

Some data has a fixed deletion date:

• Messages sent through Get help, Join, or Ask Suavo’s “Talk to a person,” and email waitlist signups: deleted 24 months after the last update to them.
• The email you give before connecting Square on our restaurant sign-up page: deleted 24 months after you give it.
• Kitchen Vision launch list entries, which are also our record of your consent to calls and texts: deleted 5 years after you last joined, or within 10 business days if you ask to be removed.
• Our own page-view analytics (section 9): deleted after 25 months.
• Rate-limit counters, which can hold an IP address, that we use to stop abuse of our forms, Ask Suavo, and other features: deleted after 24 hours.

You can ask privacy@suavollc.com to delete your information sooner. Deleted data can remain in encrypted backups for a short time until those backups expire.

12. Changes to this policy

We may update this policy as the product, regulations, or vendor relationships evolve, and the date at the top shows the latest version. If we make a material change, we will email account owners, and tell you in Suavo where we can, before it takes effect.

13. Contact