Privacy Policy

LumenaPhone · Effective October 30, 2026

This Privacy Policy explains how Lumena Productions, a brand of BAXTER GROUP LLC ("we", "us"), collects, uses and shares information when you use LumenaPhone: the website at lumenaphone.com, the customer portal, the web softphone, the LumenaPhone mobile apps, desk phones provisioned through LumenaPhone, and the LumenaPhone API (together, the "Service").

We collect and use information only to run the Service, bill for it, keep it secure, and support you. We do not sell personal information and we do not use it for advertising.

1. Information we collect

Account information

• Your name, email address, company name and an optional phone number (used, if you choose, as the fallback number for unanswered calls).
• Your password, stored only as a one-way hash. We cannot read it.
• Team members you add: their name, email address, role, extension and an optional mobile number.
• Your plan, subscription status and the phone and fax numbers assigned to your account.

Billing information

Payments are processed by Stripe. Your card details go directly to Stripe and are never stored on our servers. We keep your Stripe customer ID, subscription status, invoice records and any credits, refunds or adjustments applied to your account.

Communications you send and receive

Because LumenaPhone is a phone service, it handles the content and records of your business communications:

• Calls: the other party's number, direction, time, duration and status of each call.
• Text messages: the numbers involved, the message text and the time sent or received.
• Voicemail: the caller's number, the audio recording and a text transcript. If you turn on voicemail email, each message is emailed to the address you choose, with the recording attached.
• Call recording: off by default. If you turn it on for a number, calls on that number are recorded and, by default, an announcement tells callers the call is being recorded. Recordings may be transcribed.
• Fax: the numbers involved, page count, status and the fax document itself.
• Video calls and meetings: who joined and when. A meeting or call is recorded only when a participant starts recording.
• Call handling settings: greetings, menus, business hours, holidays, ring groups and forwarding numbers you configure.
• Contacts and blocked numbers: names, numbers, email addresses, companies and notes you save in your address book, and numbers you choose to block.

You are responsible for having any consent required by law from the people you call, text, fax or record. Laws on recording calls differ by state and country; some require every party's consent.

Device and technical information

• IP addresses and the time of sign-ins, failed sign-in attempts and account activity. We use these to secure accounts and to block repeated failed sign-ins.
• A session cookie that keeps you signed in. It is strictly necessary for the Service; we do not use advertising or analytics cookies.
• For the mobile apps: a device name and platform, a sign-in token stored only as a hash, and a push-notification token so incoming calls can ring your phone.
• For desk phones: the SIP user name and registration status of each device.
• For the API: the label, scopes and usage counts of API keys you create (keys are stored only as a hash), and the webhook URLs you register.

2. How we use information

• To place, route, ring, forward, record and log calls, and to send and receive texts, faxes and voicemail.
• To create your account, manage your subscription and send invoices and account emails.
• To transcribe voicemail and, when call recording is on, recorded calls.
• To secure the Service, detect abuse and fraud, and comply with law and carrier rules.
• To answer support requests you send us.

3. Service providers

We share information with these providers only as needed to run the Service. They may not use it for their own purposes.

• Twilio: phone numbers, voice calls, text messages, desk-phone (SIP) connections, voicemail and call recordings, and voicemail transcription.
• Telnyx: sending and receiving faxes.
• Stripe: payment processing and subscription billing.
• OpenAI: transcription of recorded calls, when call recording is on.
• Apple Push Notification service: ringing the iOS app for incoming calls.
• Google Fonts: our web pages load fonts from Google, which receives your IP address when a page loads.
• Hosting providers: the servers that run LumenaPhone, store its database and keep fax documents and video recordings.

Video calls and meetings run through media servers that we operate. Account emails are sent from our own mail server.

Other disclosures

• Webhooks and API: when you register a webhook or create an API key, we send or return your account data to the destinations you choose.
• Legal and safety: when required by law, subpoena or court order, or when reasonably necessary to protect people, the Service or our rights.
• Business transfer: if the Service is sold or merged, information may transfer to the new owner under this policy.

4. Retention and deletion

• We keep account and communication records while your account is open.
• You can delete voicemails, call and video recordings, contacts and blocked numbers in the portal at any time. Deleting a voicemail or call recording also deletes the copy held by Twilio.
• To close your account and delete its data, email privacy@lumenaproductions.com. We may keep billing records and security logs as long as needed for tax, accounting, legal or fraud-prevention purposes.
• Service providers keep their own records (for example, carrier call records and payment records) under their own policies.

5. Security

The Service is served over HTTPS. Passwords, mobile sign-in tokens and API keys are stored only as hashes. Fax documents and recordings are delivered through short-lived, unguessable links. No system is perfectly secure; please use a strong, unique password and tell us right away if you suspect unauthorized access.

6. Your choices and rights

• You can view and update your account details, team members, call handling and notification settings in the portal.
• You can turn call recording, voicemail and voicemail email on or off per number.
• Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal information, or to object to certain processing. To make a request, email privacy@lumenaproductions.com. We will not treat you differently for exercising these rights.
• If you are a caller or texter who is not a LumenaPhone customer, your information is controlled by the business you contacted. Please contact that business first; we will help it respond to your request.

7. Children

LumenaPhone is a business service and is not directed to children under 13. We do not knowingly collect personal information from children under 13.

8. International users

Lumena Productions is based in the United States, and the Service and its providers may process information in the United States and other countries.

9. Changes to this policy

We may update this policy. We will post the new version here with a new effective date and, for material changes, notify account owners by email.

10. Contact

For privacy questions or requests, contact privacy@lumenaproductions.com. For help with the Service, contact support@lumenaphone.com.

See also: Terms of Service