Privacy policy

1. Who this policy covers

ELD Experts LLC, operating the Splice Work brand (“Splice Work”, “we”, “us”), operates splicework.ai (the “Site”) and Nico, an AI phone agent that answers and places calls and sends text messages for the businesses that subscribe to it (the “Service”). This policy applies to visitors to the Site, to people who submit the Nico sign-up form, and to our customers.

When Nico answers a call for one of our customers, we process the caller’s information on that customer’s behalf and under their instructions. If you called a business and reached Nico, the business you called is responsible for that call and should be your first point of contact. We help our customers respond to requests about their callers’ data.

2. What we collect

We collect the following, and nothing hidden alongside it.

• Contact form: your name, work email, company (optional) and your message.
• Nico sign-up form: your first and last name, email address, mobile number, state, and the time zone reported by your browser.
• Consent record: when you check the consent box we record the exact consent text you saw and its version, the versions of our Terms and this policy in force, the date and time, the page, your IP address, your browser’s user-agent string, and any referral code in the link you used.
• Setup call: a recording and transcript of the call, the setup details Nico gathers and reads back to you, and the proposal you approve.
• Text messages: the content of messages we send and you send back, including STOP, HELP and CALL replies, with delivery information from our messaging provider.
• Customer service data: if you subscribe, the configuration you approve, recordings, transcripts and summaries of calls Nico handles for your business, and the records it writes into the systems you connect.
• Analytics: pages viewed, approximate location from your IP address, referring site, and general device and browser type, in aggregate.
• Server logs: our hosting providers record requests, including IP address, as part of running any website or API.

3. What we do not collect

Not collecting things is the easiest way to protect them.

• No passwords. The Site has no login; Nico customers manage the Service by phone or through their own Slack workspace.
• No card details through the Site.
• No form answers, mobile numbers, email addresses, text-message consent, recordings or call details are sent to Meta for advertising measurement. Optional advertising measurement is described below.
• No sensitive categories of personal information are requested. If a caller volunteers sensitive information on a call, it is retained only as part of that call’s recording and transcript, under the rules in this policy.

4. How we use it

Each kind of information is used for the purpose it was given, and for the ordinary running of the business.

• To reply to you when you use the contact form, and to quote work if it goes further. We do not add you to a marketing list because you enquired.
• To place the setup call you asked for, at the number and in the time window you gave us, and to send the onboarding texts described in our Terms.
• To keep a record of your consent, and of any revocation, so that we can show we contacted you lawfully and never contact you again once you have said stop.
• To provide the Service to subscribed customers: answering calls, holding conversations, writing records into connected systems, and sending Nico Call Alerts.
• To run and improve Nico: reviewing recordings and transcripts for quality, diagnosing failures, and tuning how Nico behaves. We do not sell recordings, and we use AI-model providers on terms that do not permit them to train their models on our customers’ calls.
• To measure the Site with analytics, so we can see which pages answer people’s questions and which do not.
• To meet legal obligations, respond to lawful requests, enforce our Terms, and protect the rights, safety and property of Splice Work, our customers and the public.

5. Legal bases (UK and EU)

If you are in the UK or EU, we rely on: your consent for the setup call, for text messages and for analytics cookies; performance of a contract, or steps taken at your request before a contract, for the sign-up process and the Service; our legitimate interests in running, securing and improving the Site and the Service and in keeping consent and suppression records; and compliance with legal obligations.

6. Who we share it with

We use the providers below to run the Site and the Service. If you separately allow advertising measurement, we also share the limited advertising data described below with Meta and TikTok.

• Vercel: hosts the Site and provides privacy-friendly analytics that do not use cookies.
• Google Analytics: measures Site usage and sets cookies in your browser to do so.
• Meta: when advertising measurement is enabled and you allow it, we send page visits on the Nico answering and signup pages and successful Nico signup requests through the Conversions API, along with a random event identifier, a query-free page address, IP address, browser type and an ad-click identifier if available. Meta processes this data under its own privacy policy to measure and attribute our Facebook and Instagram ads. We do not send form answers or call details, including hashed phone numbers or email addresses.
• TikTok: when enabled and you separately allow advertising measurement, the browser pixel records visits to the Nico signup page and successful signup signals, together with IP address and browser information. The pixel runs in an isolated, form-free frame; it cannot read the signup form or its answers. We send a fixed, query-free page address, not the parent page’s URL, query parameters or referrer. We do not use TikTok identify calls, advanced matching, automatic form capture or the Events API. TikTok processes measurement data under its own privacy policy. This permission is separate from Nico’s call/text consent.
• Resend: delivers contact-form submissions to our inbox as email.
• Google Workspace: where our email lands and is stored.
• Twilio: carries Nico’s phone calls and text messages, and can tell us whether a number is a mobile or a landline.
• AI-model providers, including OpenAI: process the audio and text of calls and messages so that Nico can hear, speak, understand and write. Nothing you type into the contact form is sent to an AI model.
• Slack: where a customer chooses to receive Nico’s call cards, recordings and transcripts in their own workspace.
• The systems you connect: CRMs, calendars and job systems that Nico writes call records into, at your instruction.
• Professional advisers, and authorities where the law requires it; and a successor business if Splice Work is sold or merged, which would be bound by this policy.

7. Text messages

If you sign up for Nico or subscribe to Nico Call Alerts, we hold the mobile number you gave us to send the messages described in our Terms: onboarding messages during setup and, for customers, a summary after each call to your business line. That number is used for nothing else. Mobile information and text-messaging consent are never shared with third parties or affiliates for marketing or promotional purposes, and are not sold. Reply STOP to any message to stop them, or HELP for help.

8. Recording and AI processing of calls

The setup call, and calls Nico handles for customers, may be recorded and transcribed. Nico announces this at the start of a call. Audio from the call is streamed to our telephony and AI-model providers in real time so that Nico can listen and respond, and the recording, transcript and summary are stored afterwards as described in section 10.

If you are a customer, you are responsible for the notices your own callers need, including recording consent under the laws of their state, and for configuring Nico’s greeting accordingly. If you are a caller who reached Nico and have a question about a recording, contact the business you called.

9. Cookies

Google Analytics sets cookies to tell repeat visits from new ones. Our advertising privacy control stores your choice in a first-party cookie for up to 180 days. Advertising measurement is off unless you allow it, separately from permission for Nico to call or text. If you allow it, we retain campaign tags and Meta click attribution in this browser tab for up to 30 minutes after a tagged arrival. You can change your choice using Advertising privacy choices; declining clears that stored attribution. Global Privacy Control and Do Not Track signals block Meta and TikTok advertising measurement. TikTok loads only after affirmative permission and is unloaded when you decline or withdraw it; no previously denied signup signal is replayed if you later allow advertising. Random submission/session identifiers are retained in this browser tab only to prevent duplicate conversion signals. These controls do not change Nico’s signup or calling service, and are separate from Google Analytics.

10. How long we keep it

Retention periods differ by kind of data. The consent and suppression records are kept longest, on purpose.

• Contact-form messages: for as long as the conversation is useful, and deleted on request.
• Sign-up details and the setup call: while we are onboarding you and, if you subscribe, for as long as you are a customer. If you do not subscribe, we delete or anonymise them within 12 months of our last contact, or sooner on request.
• Consent and revocation records: at least five years from the date consent was given or last relied on. This is our policy, chosen so that we can demonstrate compliance with telephone-consumer laws, and it applies even if you ask us to delete everything else.
• Suppression records: if you opt out or tell us a call was not requested, we keep the telephone number on a do-not-contact list indefinitely, so that a new sign-up cannot restart contact without your involvement.
• Customer recordings, transcripts and summaries: for the period agreed in your plan or services agreement, and deleted or exported on cancellation as that agreement provides.
• Analytics: on Google’s retention schedule, currently 14 months, after which it is deleted automatically.
• Advertising attribution: consented campaign tags associated with a successful signup event identifier are retained in first-party hosting logs on the hosting provider’s short retention schedule. Meta and TikTok retain advertising measurement data under their own policies.
• Server logs: on our hosting providers’ standard short retention schedules.

11. Your rights

Wherever you live, you can ask us what personal information we hold about you, ask for it to be corrected, ask for it to be deleted, or ask us to stop contacting you. Email us and we will do it, usually within a week, and we will not ask you to explain why. When you ask for deletion we remove your sign-up details, recordings and messages; we keep the consent record and the minimal suppression record described in section 10, because we need them to honour your request not to be contacted again.

California. The CCPA gives California residents the rights to know what personal information we collect and how we use and share it, to delete it, to correct it, to limit the use of sensitive personal information, and not to be discriminated against for exercising those rights. We do not sell personal information for money. Optional sharing with Meta and TikTok for advertising measurement can be disabled using Advertising privacy choices; it is off by default and blocked by Global Privacy Control. You may use an authorised agent to make a request; we may ask for proof of authority.

Nevada. We do not sell covered information as defined in Nevada Revised Statutes Chapter 603A. Nevada residents may nonetheless submit a request to opt out of any future sale by emailing us.

UK and EU. You also have the rights to restrict or object to processing, to data portability, to withdraw consent at any time without affecting earlier processing, and to complain to your data-protection authority.

12. Security

We use reasonable technical and organisational measures to protect personal information, including encryption in transit, access controls, and server-only credentials for the connection between the Site and Nico. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

13. Children

The Site and the Service are for businesses and are not directed at children. We do not knowingly collect personal information from anyone under 18 through the Site or the sign-up form. If you believe we have, email us and we will delete it.

14. Changes

If we change what we collect or how we use it, we change this page and the date at the top, and we notify subscribed customers of material changes by email or text. There is no version where we quietly start collecting more.

15. Contact

Questions, corrections, deletion and opt-out requests all go to hello@splicework.ai. A person reads it.