Privacy Policy

Personal Data

All information relating to an identified or identifiable natural person ("data subject"). A natural person is considered identifiable if they can be directly or indirectly identified, particularly by reference to an identifier such as a name, identification number, location data, online identifier, or by reference to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that person.

Processing

Any operation or set of operations performed on personal data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation, alteration, retrieval, consultation, use, disclosure by transmission, dissemination, or otherwise making available, alignment, combination, restriction, erasure, or destruction.

Controller

Refers to a natural or legal person, public authority, agency, or other body which alone or jointly with others determines the purposes and means of the processing of personal data. If the purposes and means of processing are prescribed in accordance with EU law or the law of Member States, the controller or certain criteria for its nomination may be provided for in accordance with EU law or the law of Member States.

Recipient

Refers to a natural or legal person, public authority, agency, or another body to which personal data can be disclosed, whether a third party or not. Authorities may obtain personal data in the context of a particular investigation in accordance with EU law or the law of Member States but are not considered recipients. The processing of these data by the designated authorities is carried out in accordance with the applicable data protection regulations and in accordance with the purposes of the processing.

Third Party

This is a natural or legal person, public authority, agency, or body other than the data subject, controller, processor, and persons who, under the direct authority of the controller or processor, are authorized to process personal data.

Relevant Area: Visiting the Website

When you access the etisia.com website, so-called access data is collected, including the IP address, and stored in a log file. The log file also stores the name of the website you requested, the retrieved file, date and time of access, amount of data transferred, notification of successful retrieval, browser type and version, operating system, the so-called referrer URL (previously visited page), as well as the provider making the request. However, based on this data, you cannot be identified.

When you visit our website, cookies are also stored on your end device (laptop, tablet, smartphone, or personal computer).

To provide users with a seamless connection and comfortable use of our website, we collect log file data, including the IP address. The log file is used for analysis to evaluate system security and stability, as well as for administrative purposes. Cookies also help us make our services and website more user-friendly by helping us determine whether you have, for example, already visited a page on our website. Using the cookie identifier, we also receive information about user behavior on our website and search queries that lead you to our site, so we can tailor our offerings to users' interests for future visits.

Log files, including the IP address, serve only to optimize the technology and configuration of our website and the security of our systems (e.g., in the context of a system intrusion or security incident). When accessing our website, it is not possible to obtain any personal data from the log files, including the IP address. Personal reference only occurs when you log into your customer user account at the same time. In this case, we can link your IP address directly to you.

Relevant Area: Cookie Consent Management (Cookie Policy)

Personal Data: Cookie consent preferences stored in first-party cookies (analytics_consent, ads_measurement_consent, and ads_personalization_consent).

Description and purpose of data processing: We manage cookie consent ourselves, without a third-party consent provider. The banner offers “No thanks” (no optional cookies), “Analytics only,” or “Allow all” (analytics plus ads measurement and personalized advertising). Your choice is stored for 180 days in first-party cookies on the etisia.com domain so we can respect it on subsequent visits and across both our website and app. We do not share the consent-cookie values with a third-party consent manager, but we communicate the relevant granted or denied signals to configured analytics and advertising providers so they can respect your choice.

The banner controls optional cookies and the additional analytics features that depend on them. Choosing “No thanks,” or not choosing yet, does not mean that no technical data is processed: Google's tags send cookieless measurement pings, and the limited, cookieless Microsoft Clarity mode may operate on eligible Etisia app pages, both as described below. Accepting the Terms of Use is a separate action. Accepting the Terms does not grant analytics consent, and a cookie choice does not accept or withdraw the Terms.

Other first-party cookies: etisia_market remembers the country and language version you chose (1 year). etisia_landing_session is a technical session cookie for the interactive demos (1 hour). etisia_demo_sms_id is set when you request a demo SMS (30 days, described below). Only if you allow analytics do we also set etisia_anon_id, a random identifier, and etisia_attribution, which records how you reached us (campaign parameters such as UTM tags, the referring and landing page and, only with ads-measurement consent, ad-click identifiers), for 180 days, so that we can see which campaigns lead to sign-ups.

Relevant Area: Web Analytics

Personal Data: IP address and IP-derived approximate location; page URL; browser, device, operating-system, display, and language information; page structure and performance or script diagnostics; and interactions such as clicks, taps, pointer movement, scrolling, and time on the page. The cookieless mode uses a new, non-persistent page-view identifier. Persistent cookie identifiers and Etisia account-linked pseudonymous identifiers are added only in the consented cookie-based mode described below.

Description and purpose of data processing: We use web analytics tools, including Google Analytics 4 (GA4) and Microsoft Clarity, to diagnose technical and usability problems, understand how pages are used, produce behavioral metrics and heatmaps, improve Etisia, and, where separately permitted, measure and improve advertising. Microsoft Clarity has two distinct operating modes on eligible pages of the Etisia app.

Google Analytics and Google Ads in consent mode: Google's tag loads on etisia.com and in the Etisia app with analytics and advertising storage set to denied by default. Until you choose “Analytics only” or “Allow all,” and after you choose “No thanks,” it sets no cookies and sends Google only cookieless pings with your consent state, the page address, the referring page, and technical browser and device information; Google also receives your IP address. Google uses these pings for aggregated measurement. Google Analytics cookies and our own analytics events start only after you allow analytics. In the app, signed-in activity is then linked to a pseudonymous user identifier, not to your name or email address.

Masked cookieless diagnostics when analytics-cookie consent is unknown or denied: Clarity may load on eligible Etisia app pages after receiving ConsentV2 with ad_Storage and analytics_Storage set to denied. Clarity sets no first-party or third-party cookies in this mode. Etisia configures the capture as fully masked, and Microsoft assigns a new identifier to each page view. The resulting diagnostic is isolated to one page: it cannot be joined into a continuous multi-page journey or used to recognize a returning visitor.

This limited mode is not fully anonymous and we do not describe it as collecting no personal data. Microsoft may still process technical data such as IP-derived location, browser and device information, page structure, performance or script diagnostics, and masked page interactions. In this mode, Etisia does not send Clarity your Etisia account identity, hashed replay identity, audience tags, or cross-page journey linkage. Sensitive public-link pages are excluded from Clarity entirely, so neither Clarity mode operates on those pages.

Consented cookie-based analytics, identity linkage, and continuous replay: If you choose “Analytics only” or “Allow all,” Clarity receives analytics storage permission and may set analytics cookies, link page views into continuous multi-page journeys, and recognize a browser on later visits. On eligible signed-in app pages, Etisia may also send a hashed replay identity and permitted audience tags so diagnostics can be connected to the relevant Etisia account experience. The hash is a pseudonymous identifier, not anonymous data. Masking remains in place for forms, sensitive fields, and user-generated tool outputs. Advertising storage and advertising uses remain denied unless you separately choose “Allow all.”

Withdrawal and controls: You can reopen “Cookie settings” from the footer and choose “No thanks” at any time. Etisia then sends denied ConsentV2 signals to Clarity. Clarity stops using and removes its cookies, ends the linked session, and returns future eligible app pages to the fully masked, cookieless, isolated single-page mode. Withdrawal does not affect the lawfulness of processing that occurred before withdrawal and does not change your acceptance of the Terms of Use.

Recipient and data processor: The following providers of tracking tools and web analytics tools process access data on our behalf for user analysis and statistical processing:

• Google Analytics 4 (GA4) & Google Ads: Google LLC, 1600 Amphitheatre Parkway, Mountain View, California 94043, USA. More information at policies.google.com/privacy
• Microsoft Clarity: Microsoft Ireland Operations Limited for EEA customers, together with Microsoft Corporation and other Microsoft group companies where applicable. Microsoft is a recipient and processes Clarity data on our behalf in both modes described above. More information at privacy.microsoft.com/privacystatement

Relevant Area: Advertising

Personal Data: IP address, cookie identifier, order identifier, browsing behavior, and a hashed email address for signed-in app users.

Description and purpose of data processing: The website uses advertising tracking tools. With the help of these advertising tracking tools, we can display or arrange the display of individual advertisements on our websites, which are selected (automatically) based on visitor preferences. Technically, advertising tracking is usually carried out via advertising identification tags through which cookies, among others, are used by advertising network providers to create user profiles and display ads based on cookie profiles when the website is accessed. Through such remarketing offers, the user can be shown relevant offers across the internet.

Interest in data processing: With the help of advertising tracking tools, we can better target our offers to our customers, visitors, and interested parties. Common advertising methods include retargeting and remarketing campaigns, in which users can be re-addressed at other times and places on the internet with potentially interesting products.

Recipients of the aforementioned data:

• Google Ads: Google LLC, 1600 Amphitheatre Parkway, Mountain View, California 94043, USA. More information at policies.google.com/privacy

Enhanced conversions: If you choose “Allow all,” the Etisia app gives Google's tag a SHA-256 hash of your account email address, never the plain address, so that Google Ads can match sign-ups to ad clicks.

Relevant Area: Live Chat Support

Personal Data: Chat messages, IP address, browser and device information, the address of the page you are on, a visitor identifier that Tidio stores in your browser, and your name and email (if provided).

Description and purpose of data processing: We use Tidio to provide live chat support. The chat widget loads on the pages of etisia.com and of the Etisia app, including pages that clients open from an SMS link, so Tidio receives technical data such as your IP address and the page address even if you never open the chat. Messages you send and the details you share are processed only if you start a conversation, to provide you with real-time customer support.

Recipient and data processor: Tidio LLC, 149 New Montgomery Street, 4th Floor, San Francisco, CA 94105, USA. More information at https://www.tidio.com/privacy-policy/.

Relevant Area: Contact Form, Other Website Forms, and Email Communication

Personal Data: Name, email address, and message content; for changelog updates, your email address and language; for a do-not-notify request, the phone number, email address, business name, and notes you enter; for page feedback, the comment you type; and the IP address and time of each submission.

Description and purpose of data processing: When you submit one of these forms, your entry is delivered to our team mailbox by email through Mailgun, our transactional email service. We use it only to respond to your inquiry, to send you the changelog updates you asked for, to honor your do-not-notify request, or to improve the page you commented on. The Etisia app also sends its account and notification emails through Mailgun.

Recipient and data processor: Mailgun Technologies, Inc. (a Sinch company), 112 E. Pecan Street #1135, San Antonio, TX 78205, USA. Mailgun processes email data on our behalf. More information at https://www.mailgun.com/legal/privacy-policy/.

Relevant Area: AI-Powered SMS Template Generation

Personal Data: The details you enter in the form: business name, industry and service, appointment time and location, the phone number to show in the message, tone, and an optional note.

Description and purpose of data processing: Our website offers an SMS template generator feature that uses artificial intelligence to create customized SMS templates for your business. When you use this feature, the information you provide in the form (such as business name, industry, and service details) is sent to an AI language model to generate the template. No personally identifiable information beyond what you voluntarily provide in the form is collected.

Recipient and data processor: OpenRouter, Inc., USA, provides API access to AI language models and forwards the request to the provider of the selected model (currently OpenAI or Google). The data you submit is processed to generate the requested SMS templates. More information at https://openrouter.ai/privacy.

Relevant Area: Google Calendar Integration

The Etisia application uses integration with Google Calendar to synchronize calendar events. When you connect your Google account with our application, you permit us to access your calendar data in accordance with the approved permissions. This data may include event titles, descriptions, event times, and other relevant information, which we use solely to inform customers about their appointments or events and to update the calendar in case of changes or cancellations.

We obtain your consent to access this data when you connect your Google account. You can revoke this consent at any time in our application's settings or by disconnecting your Google account. Your data is stored in a secure environment and is accessible only to authorized persons. We use the latest security standards and technologies to ensure the protection of your data. We do not share your data with third parties unless it is necessary to provide our services, for example with the AI and SMS providers named in this policy, or required by law.

The use and transfer of information received from Google APIs to the Etisia application and other applications will comply with the Google API Services User Data Policy, including the Limited Use requirements.

We do not sell Google user data, use it for advertising, or use it to develop, improve, or train generalized AI or machine-learning models. If you use the Etisia add-on in Google Calendar, it runs on Google Cloud and shows you client names, phone numbers, and message previews inside Google Calendar.

We are committed to transparency in the processing of your personal data. You have the right to access, correct, delete, and restrict the processing of your data related to your Google account. You also have the right to information about how your data is used and for what purposes. If you wish to exercise any of these rights or have questions regarding privacy and data protection, please contact us at [email protected].

Relevant Area: AI Processing in the Etisia App

Personal Data: Appointment titles and, when the title alone is not enough, the event description, location, and attendee names (with email domains removed). These usually contain the client's name and phone number. We also process the names of contacts you import, the text of message templates you write together with your business name, and the event titles you type into the demos on etisia.com.

Description and purpose of data processing: To send a reminder, Etisia has to know who an appointment is for. We read each appointment with our own rules and, where needed, with an AI language model that returns the client's first name, last name, and phone number. We also use AI models to check that imported contact names look like real names and to check message templates against carrier and content rules before they are sent. We use the results only to provide these features, and we do not use your calendar or client data to train AI models.

Recipient and data processor: OpenRouter, Inc., USA, which forwards each request to the provider of the selected model (currently Google, Anthropic, or OpenAI). If OpenRouter is unavailable or does not return a usable answer, the request goes directly to OpenAI. More information at openrouter.ai/privacy and openai.com/policies/privacy-policy.

Relevant Area: Subscription to Cloud Service and Payment Processing

Personal Data: Email address, first and last name, billing address, payment information (excluding credit card details), login data (in case of registered customers), IP address, cookie identifier.

Description and purpose of data processing: We process data within the framework of the initial order or, if you are an existing customer, to provide you with your customer user account on the etisia.com platform. If you have created a customer user account, we will need your login data to verify your account.

Recipient and data processor: We share your data with recipients exclusively based on contracts relating to order processing and only to the extent necessary to fulfill the contractual provisions of the service.

All payment processing and subscription billing is handled by Paddle.com Market Limited, which acts as the Merchant of Record for all transactions. This means Paddle is responsible for processing your payment, handling invoicing, managing applicable sales taxes (VAT, GST, sales tax), and processing refunds. Paddle collects and processes your payment data directly. Responsibility for your payment data lies with Paddle. More information about Paddle's data handling practices can be found at paddle.com/legal/privacy.

Sign-up and login: If you sign up or log in with Google, Google shares your name and email address with us. Sign-up, login, and password-reset forms are protected by Cloudflare Turnstile, which receives your IP address and browser signals to tell people from bots. At sign-up, only the domain of your email address is checked with UserCheck to block disposable addresses. When you search for your business to set up review links, the search text is sent to the Google Places API.

Account and product emails: We send onboarding, product, and account emails to account owners through Loops (Astrodon Corporation, USA). Loops receives your name, email address, business name, country, language, time zone, plan and trial status, and key steps in the app, such as connecting a calendar. Product and onboarding emails contain an unsubscribe link. More information at loops.so/privacy.

Relevant Area: SMS Appointment Reminders and Website Demo

Personal Data: Client or demo visitor mobile phone number and, where relevant, client name and appointment details (date, time, service type, business name). For the website demo, we also process the selected country, generated message, source page and origin, IP address (hashed before storage) and anonymous identifier, consent choice and evidence, and delivery, follow-up, and opt-out status.

Description and purpose of data processing: Etisia sends SMS appointment reminders, booking updates, and cancellation notices to end consumers on behalf of businesses that use the Etisia platform. All messages are sent from Etisia - individual businesses do not send messages directly. Phone numbers are provided to Etisia by the subscribing business, which is responsible for obtaining client consent before adding any phone number to the platform. Appointment-related messages sent on behalf of subscribing businesses are not marketing or promotional messages. All appointment-related message content is monitored through automated AI moderation and human oversight to ensure compliance with carrier guidelines.

Website demo and optional product SMS: When you enter your own mobile number in an Etisia website demo, we use it to send the demo SMS you requested. If you separately tick the optional marketing checkbox, Etisia may send one promotional follow-up SMS about automated reminders and the offer of up to 60 free SMS. The checkbox is off by default, leaving it unticked does not affect the requested demo, and the follow-up contains an unsubscribe link. We do not infer this consent from requesting the demo, creating an account, or consent collected by a business for appointment reminders. After the demo request is accepted, we set a 30-day first-party cookie containing an opaque demo identifier for conversion attribution; the cookie does not contain your phone number. The unsubscribe link applies to promotional follow-ups sent through this website-demo flow and does not change appointment-message preferences held by a business.

Consent: Clients consent to receiving SMS reminders through the business they book with. Consent is obtained by the business at the time of booking, either verbally during in-person or phone bookings, or through an online booking form. For more details, see our SMS consent page.

Opt-out: Clients can opt out of SMS messages at any time. Where keyword replies are supported, replying STOP is the fastest option. Opt-out requests are processed immediately. For help, contact [email protected]. Etisia does not provide a conversational SMS support inbox.

SMS delivery providers: SMS messages are delivered by third-party messaging providers acting as our sub-processors. Any of the following providers may deliver a message; we choose the provider for each country and may change it:

• Twilio (privacy policy)
• ClickSend (privacy policy)
• BulkGate (privacy policy)
• SMS.to, Intergo Telecom Ltd (privacy policy)
• SMSAPI.si, Ms3 d.o.o. (legal notices)

These providers process phone numbers and message content on our behalf solely to deliver appointment-related SMS messages, requested website demo messages, and the single optional follow-up described above. Each provider is bound by a data processing agreement and processes data only as instructed by Etisia.

Phone number verification: To confirm an account owner's own mobile number, we send a one-time code by SMS through Twilio Verify or one of the other providers listed above. The provider receives the phone number and the code. We keep the verified number with your account. If a business chooses to send reminders from its own mobile number, one of these providers sends a one-time code to that number and, once it is verified, shows it as the sender of that business's reminders.

Sharing limitation for mobile data: No mobile information will be shared with third parties or affiliates for their own marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties except vendors that support SMS delivery on our behalf and are contractually restricted from using that information for any purpose other than enabling the messaging services described in this section.

Relevant Area: Pricing Checker

Personal Data: Email address, your website (optional), your area and type of business, language and country, IP address, the report we prepare for you, your choice about follow-up emails, and whether you open our emails or click their links.

Description and purpose of data processing: Our pricing checker compares your prices with those of similar businesses near you. When you request a report, we check that your email address can receive mail, read the public price list on your website if you give one, prepare the report with the help of AI models, and email you a link to it. If you tick the box for follow-up emails, we also send you a short series of emails with pricing tips and information about Etisia, each with an unsubscribe link. Without the tick, you get the report email only. The comparison itself uses public data about other businesses, such as Google Maps listings and their websites, not data about you.

Recipients and data processors: Loops (Astrodon Corporation, USA) sends the report and follow-up emails and records opens and clicks. Hunter Web Services, Inc., USA, checks that your email address is deliverable. OpenRouter, Inc., USA, forwards your website's text, area, and business type, but never your email address, to an AI model. Apify Technologies s.r.o., Czech Republic, may load your website for us. The Google Places API receives your area and business type to find similar businesses nearby. More information at loops.so/privacy, hunter.io/privacy-policy, and docs.apify.com/legal/privacy-policy.

Relevant Area: Error Monitoring and Operational Alerts

Personal Data: Technical error details with a pseudonymous user identifier and, in some error reports and alerts, appointment titles, client names and phone numbers, SMS text, and the names and email addresses of account owners and pricing-checker users.

Description and purpose of data processing: Our systems report software errors to Sentry and post automatic alerts to our internal Slack workspace, for example when a reminder fails, an appointment cannot be read, or someone requests a pricing report. This helps us notice and fix problems quickly. Only the Etisia team has access to them.

Recipients and data processors: Functional Software, Inc. (Sentry), USA, and Slack Technologies, LLC, USA. More information at sentry.io/privacy and slack.com/trust/privacy/privacy-policy.

Relevant Area: Fonts, Images, and Videos from Other Providers

Personal Data: IP address, browser information, and the address of the page.

Description and purpose of data processing: The etisia.com website hosts its own fonts. The Etisia app loads its fonts from Bunny Fonts and, on the subscription page, one font from Google Fonts. A few images, such as country flags and QR codes, are loaded from flagcdn.com, GitHub, and api.qrserver.com. Product videos are hosted by Vimeo: the player loads only after you click play, and Vimeo may then set its own cookies. Whenever your browser loads such content, the provider receives your IP address and browser information.

Recipients and data processors: BunnyWay d.o.o., Slovenia; Google LLC, 1600 Amphitheatre Parkway, Mountain View, California 94043, USA; Vimeo.com, Inc., USA. More information at bunny.net/privacy, policies.google.com/privacy, and vimeo.com/legal/privacy/policy.