Privacy Policy

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.
• 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

When you practice, we record the session audio and create a text transcript of it. We use these to score your conversation, generate your coaching, and let you replay the session later. 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.

We do not create or store a "voiceprint" or any other biometric identifier of your voice. We keep an ordinary audio recording and its transcript — nothing that identifies you biometrically. We don't fingerprint your voice, and we don't use it to recognize you across sessions. The AI client you talk to uses a synthetic, preset voice; it is not a copy of yours.

Your recordings and transcripts live in our own secured storage, scoped to your account (see "Who can see your sessions" below for the exceptions). Only the text transcript is used for scoring — your audio isn't sent to the scoring model. 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.

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.

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 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.

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:

• We do not record your screen. There is no session replay — no video or replay of what you saw or did in the app.
• 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.
• 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.

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)
• Payments
• Transactional email
• Product analytics and error monitoring

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. As part of the same process we try to delete your product analytics record — the events tied to your internal identifier — with our analytics provider; that step is best-effort, and events it leaves behind expire on their own.

Product analytics events are otherwise retained for up to seven years.

Our voice provider retains conversation data (audio and transcripts) for up to 30 days under our agreement with them, after which it is removed from their systems.

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 — as stated above, we do not sell personal information, and we do not share it for cross-context behavioral advertising, so there is nothing here to opt out of.
• 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.
• 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 because we don't run ad-tracking cookies — but you should know they're there.

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.