Privacy Policy

Last updated November 7, 2026

Counter is an AI receptionist made by Nanova Labs, LLC (“Nanova Labs,” “we,” “us”). This policy explains what Counter collects on getcounter.app and when it answers calls, texts, and messages for businesses, how we use it, which services help us process it, how long we keep it, and how to ask us to delete it.

What we collect

• Demo chat messages. What you type in the live demo on getcounter.app, and the kind of business you pick.
• Call recordings and transcripts. When you call a Counter number, the call may be recorded, and your speech is turned into text as you talk so Nani can reply. The recording and the transcript are kept so the business can review the call. We also receive the number you’re calling from, your phone carrier’s check of that number (caller-ID verification), and which of Counter’s numbers you called.
• Returning callers. For each business, Counter keeps a short history for a phone number that called or texted it: the name given, past bookings and requests, and preferences mentioned, such as a favorite stylist. Nani uses it only after the caller tells him their name and it matches, so someone else calling from the same number doesn’t hear it. It’s kept only for that business, never shared with other businesses, and deleted 90 days after the last contact. The business can delete it at any time in Counter’s app, and so can we if you ask.
• Text messages. Texts you send to a Counter number, the replies, your phone number, which of Counter’s numbers you texted, and whether you’ve opted out.
• Instagram and Messenger messages. Messages you send on Instagram or Facebook Messenger to a business that uses Counter, the replies, and the account ID Meta gives us for the conversation. On Instagram we also receive your username and name, so the business’s team can see who they’re talking to in Counter’s inbox.
• Names, emails, and phone numbers you share, for example to book an appointment or ask for a callback.
• Booking details. The service, provider, date, and time of appointments you book, move, or cancel.
• Connected business accounts. When a business connects its Instagram professional account or its Google Calendar to Counter, we keep the account’s ID and username (or email address, for Google) and the access token the platform issues, so Counter can receive and send messages or book into the calendar for that business.
• Visitor stats and ad measurement. Cloudflare Web Analytics counts page views, referring sites, and device and country information on getcounter.app, without cookies and without identifying you. If you reach getcounter.app from one of our ads, we may also measure whether the ad led to a visit, a booked call, or a message (see Analytics and ad measurement).

If you book an appointment in the demo, your browser keeps a small receipt for it in local storage (not a cookie) so you can come back and change it. It stays on your device.

If you reach getcounter.app through a link with a referral code (for example, getcounter.app/?ref=CODE), your browser keeps the code for that visit only (session storage, not a cookie), and our booking links carry it. If you book a call with us, the code is saved with the booking, so we know who referred you.

How we use it

• To answer your questions and to book, move, or cancel appointments.
• To send appointment confirmations and reminders, and one follow-up text after a call that didn’t end in a booking, when the business has texting turned on.
• When the business turns it on, to email you one short follow-up after your conversation about what you booked or asked for, using only the business’s own details, such as its address and policies.
• To pass callback requests and flagged conversations to the business’s team, by email with a private link to the conversation, to show the team its Instagram conversations in Counter’s inbox, where they can reply themselves, and to show the business, in Counter’s app, each call, text, and message with its outcome, transcript, and call recording.
• To save returning callers time, with the history described above.
• To keep Counter working and safe: preventing abuse, such as limiting demo calls, fixing problems, and reviewing conversations to improve Nani’s answers.

We don’t sell personal information, and we never use your calls, texts, or messages for advertising. The only advertising data we use is the ad measurement described below, for our own ads.

When you contact a business that uses Counter

When you call, text, or message a business that uses Counter, Counter answers on that business’s behalf and shares your requests and bookings with it. The business decides how it uses what it receives, and its own privacy policy applies too.

Instagram accounts connected to Counter

A business connects its Instagram professional account by signing in with Instagram in Counter’s app and allowing two permissions: instagram_business_basic, so Counter can read the account’s ID and username, and instagram_business_manage_messages, so it can receive the account’s direct messages and reply to them. Counter then shows the business’s team its conversations in Counter’s inbox at getcounter.app/app, with Nani’s automatic replies and the team’s own replies together. We use this access only to answer, and keep a record of, that business’s conversations. Counter never messages anyone who hasn’t messaged the business first. A business can remove Counter’s access at any time in its Instagram settings.

Google user data (Google Calendar)

A business that uses Counter can connect its Google Calendar so that Nani books appointments straight into it. When it does, Google asks the business’s owner to allow Counter to see the events and free and busy times on the calendar they choose, and to create, change, and delete events on it.

• What we access: the events and free and busy times on the connected calendar, the calendar’s name and time zone, and the email address of the Google account that connected it.
• How we use it: only to find open times for the business’s services, and to create, move, or cancel the appointments people book through Counter on that calendar. To answer someone, the open times are passed to the AI model that writes Nani’s replies; nothing else from the calendar is.
• What we keep: the access tokens Google issues, and the appointments Counter books, in its booking records (90 days). We don’t keep copies of the business’s other events.
• Sharing: we don’t sell Google user data, use it for advertising, or share it with anyone, except the service providers below that help us provide this feature, when the business asks us to, or when the law requires it.
• No AI training: we don’t use Google user data to develop, improve, or train generalized AI or machine-learning models.
• People at Counter don’t read Google Calendar data, except with the business’s permission (for example, to look into a problem it reports), for security, or when the law requires it.
• Disconnecting: the business can remove Counter’s access at any time at myaccount.google.com/permissions, or by emailing us. We then delete the stored tokens within 30 days.

Counter’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Services that process it

These companies help us run Counter. Each receives only what it needs for its part:

• Anthropic: the AI model that writes Nani’s replies. It receives messages and transcripts.
• ElevenLabs: our voice provider. On calls it turns speech into text, takes turns, and speaks Nani’s replies, and it records and transcribes the call. It keeps call recordings and transcripts for 90 days.
• Twilio: phone numbers, connecting calls, and text messages. If ElevenLabs can’t take a call, Twilio turns speech into text and replies into speech for that call (through the speech providers it works with).
• Meta: Instagram and Facebook Messenger messages.
• Cal.com: the booking calendar. It stores appointments and sends confirmation emails.
• Cloudflare: hosting, security, storage of conversation records, sending email, and cookie-free visitor stats.
• Google: Google Calendar, for businesses that connect it, and Google Ads conversion measurement on getcounter.app.

Each keeps data under its own privacy policy and its agreement with us.

Analytics and ad measurement

• Cloudflare Web Analytics counts page views, referring sites, and device and country information on getcounter.app. It doesn’t use cookies and doesn’t identify you.
• Google Ads conversion tracking. We may advertise Counter on Google. When you arrive at getcounter.app from one of our ads, Google’s tag on our site can set a cookie or use a similar identifier in your browser, so we can learn whether the ad led to something we care about, like booking a call with Counter’s founder or trying the demo. Google receives details such as the pages you visit on getcounter.app, the ad you clicked, and your browser and IP address, and handles them under Google’s privacy policy and how Google uses information from sites that use its services. We use the results only to measure and improve our own ads. We never send Google what you type in the demo, your calls, texts, or messages, or your phone number or email.
• Your choices. You can turn off personalized ads in Google’s My Ad Center, block or delete cookies in your browser’s settings, or use the opt-outs at optout.aboutads.info. If your browser sends a Global Privacy Control signal, getcounter.app doesn’t load Google’s ad tag.

Under some state laws, including California’s, letting an advertising partner measure ads this way can count as “sharing” personal information for advertising. You can opt out of it with the choices above, or by emailing us.

How long we keep it

• Booking records, callback requests, and flagged conversations, with their transcripts: 90 days.
• Each conversation’s record in Counter’s app (calls, texts, and messages, with transcripts): 90 days.
• Call recordings and transcripts at ElevenLabs: 90 days.
• A returning caller’s history with a business: 90 days after the last contact, or until the business or you ask us to delete it.
• Text, Instagram, and Messenger conversations, including what Counter’s inbox shows: deleted 30 days after the last message.
• Access tokens for a connected Instagram account or Google Calendar: until the business disconnects it or asks us to remove it.
• The link between a phone number or messaging account and its upcoming appointments: up to 60 days.
• Demo call counts: 48 hours.
• Text opt-outs: for as long as we run the number, so we keep honoring them.
• Appointments: on the business’s Cal.com calendar (the demo’s, on ours) until they’re removed.
• Service logs: a few days.

How to delete your information

Email hello@nanovalabs.com and tell us the phone number, email address, or Instagram or Facebook name you used, and what you’d like deleted. We’ll delete it within 30 days, confirm when it’s done, and ask the business you contacted to delete its copy. This is also how to ask us to delete Instagram and Messenger conversation data.

The same steps are on their own page: Data Deletion Instructions.

Depending on where you live, including California, you may also have the right to know what we hold about you and to correct it. Ask the same way. We won’t treat you differently for asking.

Text messages

Counter texts on behalf of businesses that use it: replies to texts you send, appointment confirmations and reminders, and one follow-up text after a call that didn’t end in a booking.

• Message frequency varies.
• Message and data rates may apply.
• Reply STOP to opt out. Reply HELP for help.

Mobile information will not be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Children

Counter isn’t meant for children under 13, and we don’t knowingly collect their information.

Security

Information travels over encrypted connections, and access to records is limited to the people who run Counter. No system is perfectly secure, so please don’t share health, payment, or other sensitive details with Counter.

Changes

If we change this policy, we’ll update the date at the top of this page.

Contact

Nanova Labs, LLC, San Diego, California. hello@nanovalabs.com