Privacy policy

Privacy Policy

1. Who we are

Telo Protocol ("Telo," "we," "us") operates teloprotocol.com and the toll-free line [number]. This policy explains what information we collect, what we do with it, and the choices you have.

If anything here is unclear, email hello@teloprotocol.com and a real person will respond.

2. Information we collect

When you buy a chamber:

  • Name, shipping and billing address
  • Email and phone number
  • Payment information (processed by our payment provider — we do not store full card numbers)
  • Order history

When you call or chat:

  • Phone number and call metadata
  • Voice recordings and transcripts
  • Chat transcripts
  • Anything you share during the conversation

When you browse the site:

  • IP address and general location
  • Device type, browser, and operating system
  • Pages viewed and actions taken
  • Referral source

3. How we use your information

  • Fulfill orders. Process, ship, and support your purchase.
  • Communicate with you. Order confirmations, shipping updates, First 90 Days onboarding check-ins, support.
  • Improve product and service. Understand how the site performs, refine our sales process, train our AI agent.
  • Marketing. Only if you've opted in.
  • Legal and security. Fraud prevention, compliance with law, protecting our customers and team.

4. AI voice and chat agent

Calls to our toll-free line and chats on our website are handled in part by an AI agent named Kim. When you interact with Kim:

  • Calls are recorded and transcribed for quality and to improve the agent
  • Transcripts are stored in our systems for up to 2 years
  • The AI may use information you share (shipping address, order details) to complete your request, including creating a Shopify draft order and, if you've consented, sending a checkout link by SMS

You can request a human agent at any time. If you'd rather not interact with AI at all, email or call support during business hours and ask for a human.

5. SMS messages

If you provide your phone number, we may send you:

  • Transactional messages. Order updates, shipping notifications, checkout links after sales calls.
  • Marketing messages. Only if you've explicitly opted in.

Standard message and data rates may apply. Reply STOP to unsubscribe from marketing; transactional messages related to an active order will continue. SMS is delivered via Twilio, which acts as our service provider.

6. Who we share your information with

We share only with:

  • Service providers that run the business: Shopify (e-commerce), Retell AI (voice and chat), Twilio (SMS), Make (automation), our payment processor, our shipping partners, and analytics tools. Each has its own privacy practices.
  • Professional advisors — lawyers, accountants, auditors — when needed for our operations.
  • Law enforcement or regulators when required by law.
  • Acquirers if Telo is acquired or merged. We'll notify you before a transfer.

We do not sell your personal information. We do not share it for third-party marketing.

7. Cookies and tracking

We use cookies and similar technologies to:

  • Keep you logged in and remember your cart
  • Understand site usage (Google Analytics)
  • Measure ad performance (Meta, Google Ads where active)
  • Detect and prevent fraud

You can disable cookies in your browser settings. Some parts of the site may not work properly without them.

8. Your rights

Depending on where you live, you have the right to:

  • Access the personal information we hold about you
  • Correct inaccurate information
  • Delete your information (with limits for legal and business reasons)
  • Opt out of marketing communications
  • Opt out of "sale" or "sharing" of personal information

To exercise any of these rights, email hello@teloprotocol.com. We will respond within 45 days as required by law.

California residents have additional rights under the CCPA/CPRA, including the right to know what categories of information we collect, the sources, the purposes, and with whom we share it. Section 2 above is the disclosure.

Residents of Colorado, Connecticut, Virginia, Utah, and other states with privacy laws have comparable rights. Same email, same process.

9. Children

Telo products are for adults only. We do not knowingly collect personal information from anyone under 18. If we learn we've collected information from a minor, we'll delete it.

10. Data retention

We keep your information as long as you have a relationship with us or as long as needed to fulfill the purposes we collected it for. Typical retention:

  • Order and warranty records: 7 years (tax and legal requirement)
  • Call and chat transcripts: 2 years
  • Marketing data: until you opt out, or 3 years after your last interaction

11. Data security

Encryption in transit, restricted internal access, vendor security reviews. No system is perfectly secure, but we take this seriously. If we ever experience a breach that affects your information, we'll notify you promptly as required by law.

12. International visitors

Telo operates in the United States. If you're visiting from outside the US, your information will be transferred to and stored in the US, where data protection laws differ from your home country. By using our site or buying a product, you consent to this transfer.

13. Changes to this policy

We update this policy when our practices change. The date at the top reflects the last update. Material changes will be communicated by email or a prominent site notice before taking effect.

14. Contact

Privacy questions or requests: hello@teloprotocol.com