Privacy Policy
Last updated September 29, 2026
Counter is an AI front desk 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.
The short version
- We collect what you tell Counter (messages, call transcripts, names, emails, phone numbers, and booking details) so it can answer you and book appointments.
- We don’t record call audio. We don’t sell personal information or use it for advertising.
- Records are kept 90 days. Text and direct-message conversations are deleted 30 days after the last message.
- Email [email protected] to have your information deleted. Reply STOP to any text to stop texts.
What we collect
- Demo chat messages. What you type in the live demo on getcounter.app, and the kind of business you pick.
- Call transcripts. When you call a Counter number, your speech is turned into text as you talk so Nani can reply, and the conversation is saved as a text transcript. We don’t record or keep call audio. We also receive the number you’re calling from.
- Text messages. Texts you send to a Counter number, the replies, your phone number, 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.
- 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.
- Visitor stats. Cloudflare Web Analytics counts page views, referring sites, and device and country information on getcounter.app, without cookies and without identifying you.
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.
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.
- To pass callback requests and flagged conversations to the business’s team.
- 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 don’t use it for advertising.
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.
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.
- Twilio: phone calls, turning speech into text and replies into speech (through the speech providers it works with), and text messages.
- 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, and cookie-free visitor stats.
Each keeps data under its own privacy policy and its agreement with us.
How long we keep it
- Booking records, callback requests, and flagged conversations, with their transcripts: 90 days.
- Text, Instagram, and Messenger conversations: deleted 30 days after the last message.
- 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.
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