Privacy Policy

Trying Cadence Coach on our home page.

You can try a practice conversation of up to 90 seconds without creating an account. Before you turn on your microphone, we ask you to agree to our recording notice and keep a record of your agreement. Your speech is processed and transcribed by our voice provider, which also processes the conversation with the AI services described below. Audio saving is disabled for this landing demo. The voice provider is configured to keep transcripts and derived conversation fields for seven days for troubleshooting and improving the demo, then delete them. We use these short-lived transcripts to count conversation topics and session outcomes. We keep those category counts without transcript text, names, network addresses or identifiers linking the counts to individual trial sessions. The avatar provider receives the AI client's speech to animate its face, as described in our voice-processing section. You do not need to provide a name or email address to start. Keep the conversation fictional and do not share real client names, account numbers, or confidential details.

Trial eligibility and consent records.

We use a first-party cookie containing a random visitor identifier to limit repeat trials in the same browser. People using separate browsers on the same home or office network can try the demo independently, subject to daily abuse and capacity limits. Our trial database stores a salted hash derived from that visitor identifier, the consent text and version you agreed to, timestamps, provider session identifiers, and session status. Older trial records contain a salted network-address hash from our previous network-based allowance. We also use a salted network-address hash for short-lived abuse counters, which are retained for up to two days. We do not store your raw network address in those trial records. These hashes do not make your recorded voice or everything you say anonymous. Trial eligibility and consent records are kept for approximately 12 months and removed by a daily cleanup. A consent record is kept while a retained trial record refers to it. This seven-day transcript period is separate from the longer trial-eligibility and consent record period and from retention for signed-in practice sessions. The privacy-rights and contact provisions below also apply to visitors who do not have an account.

Bot protection.

We use Cloudflare Turnstile to help prevent automated abuse. Cloudflare processes your IP address and browser signals to detect bots and improve its detection capabilities under its Turnstile Privacy Addendum. Our server also sends your IP address to Cloudflare when verifying a trial's bot-protection token.

Planned text-message program

Phone enrollment is not yet available. The following describes the SMS program we are preparing for Cadence Coach account holders.

When available, users will be able to enter and verify a mobile number in the Custom section of their account. A separate, optional checkbox, unchecked by default, will request consent to automated texts about practice sessions they request: confirmations, reminders, and scorecard links. Entering a number or requesting a one-time verification code will not subscribe a user to ongoing session texts. SMS consent will not be a condition of purchase. Users who do not choose session texts will receive scorecard links by email and may continue using browser-based practice.

Message frequency varies with use. Message and data rates may apply. Reply STOP to unsubscribe from session texts or HELP for assistance. No marketing messages will be sent through this program. For help, contact support@cadencecoach.ai.

To operate the program, we will process mobile numbers, verification status, consent and withdrawal records, message content, and delivery information. Twilio will process information needed to verify numbers and deliver messages on our behalf. The retention and privacy-rights provisions below will apply to this information.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text-messaging opt-in data and consent are not shared with any third party for their own use.

What we collect, and why

• Email and name: so you can log in and so we can address you like a human in support replies. If you sign in with Google, Google sends us your name, email address, and profile picture; we don't receive your Google password.
• Payment details: handled by our payment processor. We do not receive or store your card number. We keep the subscription status and billing receipts.
• Demo requests. When you request a demo, we collect your name and email address, any firm, role, team size or message you provide, preferences you select, and information about where the request originated. We also process browser information and, when configured, a salted hash of your network address to help prevent abuse. We use this information to respond to your request, arrange a demo and follow up about it. Supabase stores the request and Resend delivers related emails. If you follow a scheduling link we provide, a scheduling provider may receive your name and email to prefill the booking. These records are subject to the retention and privacy-request provisions below.
• Session audio and transcripts: so we can score the conversation, generate the debrief, and let you replay it later.
• What you write in the product: custom scenarios you create, prep notes, post-session reflections and self-ratings, and messages you send us through the in-app support and feedback form, so the product can use them where you put them and so we can answer you.
• Product analytics: pseudonymized event data (e.g. "a user started a session") so we can see which features get used and what to fix. It's linked to you by an internal identifier rather than your name. We report results only in aggregate, but we do look at individual, pseudonymous event streams to find where people get stuck, so it isn't fully anonymous, and we don't describe it that way.

What we collect, by who you are

Someone reading our website and someone with an account are in very different positions, so here is each, separately.

This is a training tool. Treat it like one.

You are responsible for not entering real client names, account numbers, or other confidential information into a practice conversation. When you practice against a scenario you wrote yourself, our Service runs an automated scrub that replaces names and removes emails, phone numbers, and account numbers before the transcript is stored. The scrub is best-effort and it can fail; when it does, we store the transcript as it was spoken rather than lose your session.

Cadence Coach is a simulation environment. The personas are fictional. Please don't enter real client names, account numbers, SSNs, or any other non-public personal information about actual people you advise. Use the scenarios as practice, not as a place to rehearse with a real client's file.

Not for employment decisions

Cadence Coach is a practice and coaching tool for individuals. It is not designed or licensed for use in employment decisions (hiring, promotion, discipline, or termination), must not be used as an automated employment decision tool, and its scores and output must not be used to make or materially inform any such decision about any person. See our Terms of Use for the matching restriction in our acceptable-use terms.

Your voice and recordings

These recording and retention details apply to signed-in practice. The free trial follows the separate notice above.

Audio and session data. When you take part in a voice practice session, we process your microphone audio and create a transcript, and for practice sessions we keep a recording so you can replay it. We use these to run the conversation, score it and generate your coaching. We do not use your voice to create a biometric identifier, voiceprint or other biometric template, or to identify you by your voice. The AI client you talk to uses a preset synthetic voice, never a copy of yours.

In a live roleplay, the colleague on your account who plays the client is recorded too; that recording is what the feature is for, and it is available to the authorized people on your account.

Service providers. ElevenLabs processes your microphone audio to recognize speech, voice the AI client and produce the transcript. LiveAvatar (by HeyGen) renders the video avatar; it receives only the AI client's synthesized speech, not your microphone audio, your transcript or your account details. Transcripts are also processed by our AI model providers, Anthropic and OpenAI, to run and score the conversation. The avatar provider states that it does not retain session data in the mode we use. Calls to our practice line are carried by Twilio and handled by ElevenLabs, whether or not the caller has an account: the caller talks with an AI assistant, and the call is recorded and transcribed. We do not sell personal information. We work with our AI and voice providers under commercial terms rather than consumer ones, and where a provider offers an opt-out from training its models on submitted content, we have taken it.

Retention. Recordings and transcripts are kept in our own storage while your account is active. You can delete any session in the app, and you can ask us to delete your account. ElevenLabs keeps its copy of a conversation for up to 30 days before it is deleted.

Who can see your sessions

Your sessions are generally scoped to the account they were created under. We design the product so that another customer's account does not have access to your sessions, scores, or recordings.

Some features are designed to let other authorized participants on your account access session content. Live roleplay is one of them: when you record a live roleplay, other authorized people on that account can open its recording, transcript, and scorecard.

If you practice in an account owned by someone else, that account owner can view your activity, scores, session reviews, transcripts and recordings for sessions created in that account. This access does not include sessions in a separate personal account.

A limited number of authorized personnel and service providers may access data as reasonably necessary to operate, secure, support and troubleshoot the service, to enforce our terms, and to comply with law.

We use reasonable administrative, technical and organizational safeguards designed to protect information. No system can guarantee absolute security.

How our product analytics work

Plainly, because "analytics" covers a lot of things we don't do:

• The free home-page demo uses a first-party cookie containing a random visitor identifier for up to one year. It lets us recognize the same browser without making colleagues share one trial allowance. It is separate from our analytics cookie and does not contain your name, email or network address.
• On our public website pages only (such as the home page and demo page), and only when you are not signed in, we use PostHog session replay and heatmaps to see how visitors use those pages: where they click, how far they scroll, and how the page displays. Text you type into forms is masked and is not recorded, and so are practice transcripts shown on the page. We do not record audio, and recording stops as soon as you sign in; we never record your activity inside your account or your practice sessions. Recordings are kept for 30 days. Recording is off if your browser sends a Global Privacy Control signal or you opt out with "Your Privacy Choices".
• We do not automatically capture the text of things you click. We record a fixed list of named events, like "started a session". We also capture errors the app hits (the error message and where in the code it happened) so we can fix them.
• We do not send your email address or your name to our analytics provider. Events are tied to an internal account identifier instead.
• Your analytics profile records the campaign that first brought you, if you came from an ad or a link with campaign tags: the campaign tags, the page you landed on, and which ad network the click came from. Otherwise it records the page you landed on and the name of the website that linked you, if any. It does not record the ad network's click identifier.
• Practice run by our own team is excluded. Our internal accounts are marked so our own testing stays out of the numbers.
• Events are kept for up to seven years:our analytics provider's retention period on our plan. When you delete your account, we also try to delete your analytics record and its events with the provider. That step is best-effort (it can be skipped or fail), and any events it leaves behind stay until that period runs out.

Advertising and ad measurement

We advertise Cadence Coach on Google. To learn which ads work, our website loads Google's advertising tag (Google Ads conversion tracking).

What happens. When you click one of our ads, Google adds a click identifier to the link. Our site keeps it in a first-party cookie for up to 90 days. If you then create an account or request a demo, our site tells Google a conversion happened so Google can match it to the ad click. Like any website resource, Google's tag also receives standard technical information from your browser, such as your IP address, browser and device type, the page address, and cookies Google has set.

When you arrive from an ad or a link with campaign tags, our site keeps the campaign tags and the ad network's click identifier in your browser's local storage and uses them for up to 90 days. If you then create an account, we save them with your account once, to learn which campaigns lead to sign-ups and practice. We don't send them back to the ad network. If you've opted out of advertising measurement, or your browser sends Global Privacy Control, we don't keep the click identifier, and we remove one already stored. If you arrive without campaign tags, the same entry keeps the page you first landed on and the name of the website that linked you (such as google.com, never the full address), and a new account saves those once in the same way.

What we don't send. We don't send Google your name, email address, phone number, session recordings, transcripts, or scores. We have not turned on Google's "enhanced conversions," which would send a hashed copy of your email address.

How Google uses it. Google uses this information to measure and report ad performance to us, and under its own policies may also use it to improve and personalize advertising. See Google's Privacy Policy and how Google uses information from sites that use its services.

Your choices. You can turn off personalized ads from Google at https://adssettings.google.com. If your browser sends a Global Privacy Control signal, we treat it as a request to opt out and don't load Google's advertising tag. You can also opt out on this browser below. Opting out doesn't affect your account or how the product works.

Service providers we use

We use third parties to run the product. By category:

• Hosting and database
• AI processing (speech-to-text, language models, voice synthesis)
• Real-time avatar rendering
• Payments
• Transactional email
• Phone calls and text messages
• Product analytics and error monitoring

We also work with Google as an advertising partner. See "Advertising and ad measurement" above.

We use each of them under their business terms rather than their consumer terms; see "Your voice and recordings" above for what we have done about AI training. We keep this list function-based here; the two tables above name the providers behind each category. If your firm needs a formal, current subprocessor list for a vendor questionnaire, email support@cadencecoach.ai and we'll send it.

Other times we may disclose it

Beyond the service providers above, we may disclose personal information when the law requires it (for example in response to a subpoena, court order, or lawful request from a public authority) or when reasonably necessary to protect the rights, safety, or property of Cadence Coach, our users, or others, including to investigate fraud or abuse. If Cadence Coach is involved in a merger, acquisition, financing, or sale of assets, your information may be transferred as part of that transaction; we will take reasonable steps to let you know if a change of ownership affects how your information is handled. We also disclose information when you ask us to.

How long we keep it

We retain information for as long as reasonably necessary to provide the service, meet legitimate business needs, resolve disputes, maintain security, and comply with law. You can delete individual sessions in the product and can ask us to delete your account. Deletion may be subject to legal obligations and to limited backup or operational retention.

When you delete your account we also remove the link between it and the aggregate analytics derived from your sessions, and de-identify that data.

Your privacy rights

Cadence Coach is operated in the United States for U.S. users. Depending on where you live (for example, under California's CCPA/CPRA and similar state laws), you have rights over your personal information, including:

• Know and access: ask what personal information we hold about you and get a copy.
• Delete: ask us to delete your personal information.
• Correct: ask us to fix inaccurate personal information.
• Opt out of sale or sharing: we do not sell personal information for money. Our use of Google's advertising tag may count as "sharing" for cross-context behavioral advertising under California law. The information involved is identifiers (cookie and click identifiers, IP address) and internet activity (pages visited, and whether you signed up or requested a demo), disclosed to Google as an advertising partner. You can opt out with the "Your Privacy Choices" link in our footer or by turning on Global Privacy Control in your browser, which we honor.
• No retaliation: we won't deny you service or charge you more for exercising any of these rights.

How to exercise them. You can delete any individual session yourself, anytime, from inside the product. To access, correct, or delete your whole account, email support@cadencecoach.ai and we'll take care of it. You can update your basic profile details in Settings. We may need to verify your identity before acting on a request, and you can use an authorized agent where the law allows.

Changes to this policy

We may update this policy from time to time. Where a change is material and notice is required by law, we will provide it.

Cookies and browser storage

We don't use cookies to keep you logged in. What is actually there:

• Keeping you signed in uses your browser's local storage, not a cookie.
• Product analytics sets one first-party cookie holding a random device identifier and, once you sign in, your internal account identifier. The same values are mirrored in your browser's local storage.
• Advertising measurement: on our website, Google's advertising tag sets first-party cookies (such as _gcl_au) for up to 90 days to connect an ad click to a later sign-up or demo request, and Google may read or set its own cookies. It doesn't load if you've opted out or your browser sends Global Privacy Control.
• First visit and campaign tags: a local-storage entry (cc_first_touch) holds the page you first landed on and when, plus the campaign tags and the ad network's click identifier if you arrived from an ad or a link with campaign tags, or otherwise the name of the website that linked you (such as google.com). It is used for up to 90 days and deleted on your first visit after that, or as soon as they are saved with a new account; in a browser that never comes back, it stays until you clear your site data. It doesn't keep the click identifier, and removes one already stored, if you've opted out of advertising measurement or your browser sends Global Privacy Control.
• The app itself keeps a few small entries in your browser: markers so that one sign-in records one login and one welcome email is sent, the first scenario you picked while signing up, and (for the length of a tab) a timestamp noting that you arrived with a specific practice goal.

We don't show a cookie banner. We serve users in the United States, and you can opt out of advertising measurement at any time with "Your Privacy Choices" or Global Privacy Control.

Children

Cadence Coach is built for professional financial advisors and is not directed to children. You must be at least 18 to use it, and we do not knowingly collect personal information from anyone under 18. If you believe a minor has given us information, email support@cadencecoach.ai and we'll delete it.

Questions

Email support@cadencecoach.ai. A real person will reply.