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Privacy Policy

Last updated: June 6, 2026

1. Overview

Charm AI is operated by Black Rose Studios in Peoria, Arizona. Charm AI provides customer-initiated SMS automation tools for independent online sellers and service providers. This Privacy Policy explains how we collect, use, share, and protect information when sellers and customers interact with Charm AI.

2. Information We Collect

  • Seller account information — name, business name, email address, phone number, business profile, products, services, pricing, hours, and scheduling preferences.
  • Customer SMS information — phone number, inbound text messages, outbound replies, opt-in/opt-out status, HELP requests, timestamps, and delivery metadata.
  • Conversation context — information customers voluntarily provide when they text a seller about products, services, pricing, hours, scheduling, or appointments.
  • Payment information — processed by Stripe or another payment provider; we do not store full payment card numbers.
  • Usage and technical data — pages visited, features used, logs, device/browser information, and security events.

3. SMS Consent and Opt-In

End users opt in to receive SMS replies by texting a seller's business phone number first from their own device after seeing that number on the seller's website, profile, product listing, invoice, booking page, or direct business communication. Charm AI only sends replies to inbound customer-initiated messages related to that seller's products, services, pricing, hours, scheduling, appointments, or customer-care questions. Charm AI does not support cold outreach, purchased lists, affiliate marketing blasts, or unrelated promotional messaging.

4. SMS Opt-Out and Help

Customers may reply STOP, UNSUBSCRIBE, CANCEL, END, QUIT, STOPALL, or OPTOUT at any time. Charm AI sends one opt-out confirmation and suppresses future replies unless the customer texts START to resubscribe.

Customers may reply HELP or ask for assistance to receive support information or be escalated to the seller. Message frequency varies based on the customer's conversation with the seller. Message and data rates may apply.

5. How We Use Information

  • To route customer-initiated inbound SMS messages to the appropriate seller account.
  • To draft or send customer-care replies using seller-approved business context.
  • To provide product/service answers, pricing information, hours, scheduling assistance, appointment confirmations, and lead qualification follow-ups.
  • To maintain opt-out, START, and HELP workflows.
  • To operate, secure, troubleshoot, and improve Charm AI.
  • To process seller subscriptions and provide account support.

6. How We Share Information

We share information only as needed to operate Charm AI and provide the requested messaging service:

  • Twilio — provides SMS/MMS delivery, phone number provisioning, carrier compliance, and delivery metadata.
  • AI model providers or local model infrastructure — process message content to draft replies when enabled by the seller.
  • Authentication, hosting, database, analytics, and payment providers — support account login, infrastructure, security, analytics, and billing.
  • Legal and safety recipients — when required to comply with law, enforce our terms, prevent abuse, or protect rights and safety.

We do not sell or share mobile opt-in information, customer phone numbers, or SMS consent records with third parties for their independent marketing or promotional purposes.

7. Data Retention

We retain seller account information while the account is active. SMS conversation logs, opt-out records, and delivery metadata are retained as needed to operate the service, maintain compliance records, resolve disputes, and prevent abuse. If a seller closes an account, we delete or de-identify personal data within a reasonable period unless retention is required by law, security, billing, or compliance obligations.

8. Security

We use administrative, technical, and organizational safeguards designed to protect personal information. No system is perfectly secure, but we work to limit access to information to people and service providers who need it to operate Charm AI.

9. Your Choices

  • Customers can opt out of SMS replies at any time by replying STOP or another supported opt-out keyword.
  • Sellers can update account and business profile information in their account settings.
  • You may contact us to request access, correction, or deletion of personal information, subject to legal and operational limits.

10. Contact

For privacy, SMS, or support questions, contact Charm AI / Black Rose Studios at support@charm-ai.app.