1. Who we are

This Privacy Policy covers latchmarket.io and LatchCRM.live, operated by Latch the Company LLC ("Latch," "we," "us," "our"), a Tennessee company. Latch builds restaurant websites that take orders, an AI takeout phone that answers the line, QR ordering and pay, and floor and kitchen boards for restaurant operators. We also operate LatchCRM, customer relationship software. This policy explains what we collect, why, how it is protected, and your choices.

Business address: 108A Mason Ln, Oak Ridge, TN 37830. Contact: liam@latchtc.com.

2. What we collect

What we collect depends on how you interact with us:

Business customers (restaurants and other operators): name, business name, email, phone, business details you provide, and payment-related metadata. Card payments are processed by our payment processor; we do not store full card numbers.
Website visitors and demo requests: business name, what you need most, location count, contact name, email, phone, notes you add, and basic referral information (such as UTM parameters) so we know which outreach brought you.
Diners and callers (collected on behalf of our restaurant customers): phone number, call recordings and transcripts from the AI phone, and order details. The restaurant is the business responsible for this data; we process it to operate their phone and ordering service.
CRM users and their contacts: for LatchCRM.live accounts, name, email, phone, login credentials, business info, and the contact records, communication logs, and call/SMS/email history the account owner stores in the CRM. Each account's data is logically separated so one account cannot access another's records.

3. How we use information

To operate our services: websites, the AI phone, ordering, boards, and the CRM
To respond to demo requests and communicate about your account and service
To process payments and prevent fraud
To improve the accuracy of the AI phone, using anonymized or aggregated patterns
To maintain security, prevent abuse, and meet legal obligations

We do not sell personal information. We do not share personal information with third parties for those third parties' unrelated marketing.

4. Call recordings

Calls answered by our AI phone may be recorded and transcribed so orders land correctly on the ticket board and so we can improve accuracy. Our restaurant customers are responsible for any recording disclosures their local laws require. If you are a diner and want a recording reviewed or deleted, contact the restaurant directly or email us and we will coordinate with them.

5. Cookies and tracking

Our marketing site uses only strictly necessary cookies, such as security cookies set by our infrastructure provider to keep the site safe. We do not run third-party advertising trackers or analytics cookies on latchmarket.io. If that changes, we will update this section and ask for consent where the law requires it.

6. What we never do with mobile information

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent are never sold, rented, or shared with any third party. Sharing with subcontractors that support the messaging program itself (such as our SMS delivery provider or customer support) is permitted solely to operate the program; all other categories of sharing exclude this data.

For SMS program details, including how to opt out, see our Terms of Service & SMS Terms.

7. Service providers

We use processors who help us run the product. They process data only to provide their services to us, under contractual obligations appropriate to the service:

Hosting, database, and edge delivery: Supabase and Cloudflare
Voice and SMS: Twilio
AI voice: ElevenLabs
Payments: Stripe
Email delivery: transactional email providers configured for the service

8. Data retention

We keep personal information while your account is active and as needed to provide the service, then for as long as legal, tax, or recordkeeping obligations require. Call recordings and transcripts are retained per the restaurant customer's settings and applicable law. Deletion requests are honored subject to those obligations.

9. Your rights

Depending on where you live, you may have rights to access, correct, or delete personal data, or to opt out of certain processing. Contact us at liam@latchtc.com. For SMS, you can also reply STOP to opt out of texts from that program (see Terms).

10. Children

Our services are directed at businesses and are not directed at children under 13. We do not knowingly collect data from children under 13.

11. Changes

We may update this policy from time to time. We will revise the effective date above and, for material changes, notify active customers via email or in-product notice when appropriate.

12. Contact

Latch the Company LLC
108A Mason Ln, Oak Ridge, TN 37830
liam@latchtc.com