Privacy Policy

Effective Date: October 7, 2026

Backline ("Backline," "we," "us," or "our") operates the website yourbackline.com and the Backline platform (collectively, the "Services"). This Privacy Policy describes how we collect, use, and protect personal information from our users, including real estate agents ("Agents") who use our platform and the leads ("Leads") they communicate with through the platform.

Information We Collect

From Agents (Platform Users)

When you create an account on the Backline platform, we collect:

• Name and contact information (email address, phone number)
• Business information (brokerage name, service area)
• Account credentials
• Communication preferences and settings
• Usage data related to platform activity (e.g., call logs, message history, lead management actions)

From Leads

When Leads interact with Agents through the Backline platform (by calling, texting, or emailing an Agent, or by submitting an Agent's inquiry or booking form), we collect:

• Phone number
• Name (if provided)
• Message content and call records
• Recordings and transcripts of calls placed or received through Backline
• The time zone reported by the Lead's browser on an inquiry or booking form, or the location the Lead mentions, so calls reach them at a reasonable local time
• Any additional information the Lead voluntarily provides during communication

Automatically Collected Information

When you visit our website or use the platform, we may automatically collect:

• IP address and device information
• Browser type and operating system
• Pages visited and time spent on the site
• Referring URLs

How We Use Your Information

We use the information we collect to:

• Provide, operate, and improve the Backline platform and Services
• Facilitate communication between Agents and their Leads via phone calls and text messages
• Record, transcribe, and summarize calls placed or received through Backline, and turn them into notes, reminders, and suggested next steps
• Place automated calls only at reasonable hours in the Lead's local time
• Generate AI-assisted and AI-generated text messages on behalf of Agents
• Send Agents transactional platform notifications (e.g., lead alerts, system updates, welcome messages)
• Respond to customer support requests
• Monitor and analyze usage trends to improve the Services
• Comply with legal obligations

AI-Generated Content

The Backline platform uses artificial intelligence to generate and assist with text messages sent on behalf of Agents to Leads. Lead-facing automated messages identify Luna as the Agent's AI assistant through Backline. AI is also used to generate transactional notifications sent to Agents. By using the platform, Agents consent to the use of AI in message composition and delivery.

Call Recording and Transcription

Calls placed or received through Backline, including Agents' calls with Luna and the Lead calls Backline connects, are recorded and transcribed using AI providers such as OpenAI and Deepgram. We use these recordings and transcripts to carry out the Agent's requests, summarize calls, and suggest next steps for the Agent. Leads hear a notice that the call is being recorded at the start of each recorded call.

Call recordings and detailed call transcripts are deleted 30 days after the call unless the Agent turns on longer retention in Settings. Call summaries and notes stay with the Lead's record in the Agent's account.

Text Messaging

Agents receive automated platform messages (e.g., lead notifications, system alerts) after they provide a mobile phone number and actively select the SMS consent checkbox during Backline account creation or activation. Leads receive SMS messages only after they submit a form with their phone number and optional SMS consent, or after they initiate contact by texting a Backline-enabled number first.

When a Lead initiates contact by SMS, Backline may respond in a one-to-one transactional exchange about that specific inquiry and only if the Lead messaged first. Each inbound SMS may receive a relevant response about that same inquiry, but inbound SMS consent is not used for unrelated, promotional, or ongoing recurring messages. Backline does not send unsolicited SMS messages, marketing blasts, advertisements, or upselling messages.

Message frequency varies based on platform activity, lead engagement, and user settings. Message and data rates may apply. End users can opt out at any time by replying STOP to any SMS message. End users can get help by replying HELP to any SMS message or by contacting CristiamFlores@yourbackline.com.

How We Share Your Information

We do not sell, rent, or trade your personal information to third parties for marketing purposes. We may share information with:

• Service providers who assist in operating the platform (e.g., Twilio for messaging and calling, Supabase for data hosting, Vercel for web hosting, Deepgram for call transcription, and AI providers such as OpenAI and xAI that power Luna's text, voice, and call-summary features), which process information on our behalf to provide the Services
• Google, when an Agent connects Gmail or Google Calendar, to import lead emails, send email the Agent directs, and keep the Agent's calendar in sync
• Law enforcement or government agencies when required by law or to protect our legal rights
• Agents, in the case of Lead data, solely for the purpose of facilitating the Agent-Lead relationship

Mobile opt-in data, SMS consent records, and phone numbers collected for SMS are not sold, rented, traded, or shared with third parties or affiliates for marketing or promotional purposes.

Data Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information from unauthorized access, use, or disclosure. However, no method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security.

Data Retention

We retain personal information for as long as necessary to provide the Services and fulfill the purposes described in this policy. Agents may request deletion of their account and associated data at any time by contacting us. Lead data is retained in accordance with the Agent's account and platform usage. Call recordings and detailed call transcripts are deleted 30 days after the call unless the Agent turns on longer retention in Settings.

Your Rights

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

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your personal information
• Opt out of text message communications (reply STOP at any time)
• Ask not to be contacted again by text, email, or on a call; Backline then stops that Agent's texts, emails, and automated calls to you

California Residents

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA), including the right to know what personal information we collect, the right to request deletion, and the right to opt out of the sale of your personal information. We do not sell personal information. To exercise your rights, contact us at the email below.

Children's Privacy

The Services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child under 18, we will take steps to delete it.

Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated effective date. Your continued use of the Services after any changes constitutes acceptance of the updated policy.

Contact Us

If you have questions about this Privacy Policy or wish to exercise your rights, contact us at:

Backline
Email: CristiamFlores@yourbackline.com
Website: yourbackline.com