Privacy Policy

1. Introduction

Valence AI, Inc. ("the Company," "we," "us," or "our") operates getvalence.org and provides the Valence AI platform, a real-time voice emotion detection service used by contact center operations teams and conversational AI developers. This Privacy Policy explains what information the Company collects from visitors to getvalence.org, from operators who register for and use the Valence platform, and how that information is handled. It applies to information collected through our website, our platform API, and direct communications with us.

The Company is headquartered at 530 Lytton Avenue, Suite 200, Palo Alto, CA 94301 and can be reached at [email protected].

2. Information We Collect

2.1 Information You Provide

We collect information you submit directly, including:

• Contact details (name, work email, phone, job title) when you request a demo, register for an account, or write to us;
• Company information including your employer, contact center size, and current CCaaS platform, submitted through demo request or onboarding forms;
• The content of any messages you send us, including support requests and integration questions.

2.2 Information Collected Automatically

When you visit getvalence.org, we automatically collect limited technical information:

• IP address and approximate location (city or region level);
• Browser type, operating system, device class;
• Pages visited, referring URLs, time on page;
• Cookie and similar identifiers (see Section 5).

2.3 Platform Service Data - Voice Audio Processing

The Valence platform is an audio analysis service. When a contact center operator uses the Valence API to analyze calls, audio streams or segments are transmitted to the Company's inference infrastructure. The Company extracts acoustic features, including prosodic patterns, speech pace, and energy envelope, from that audio in real-time to generate emotion scores. Raw audio is processed in-flight and is not retained on Valence's systems. Only the derived emotion scores, confidence values, and associated metadata (such as call identifiers, agent identifiers, and timestamps provided by the operator) are persisted for dashboard display and API responses.

Callers whose voice is processed through the Valence API are end-users of our operators' services, not direct users of getvalence.org. Operators who use the Valence platform are solely responsible for obtaining all required consents from callers before passing audio to the Service, including compliance with applicable call recording notification laws and state wiretapping statutes.

The Company does not use voice audio submitted by operators to train or improve its machine learning models without explicit written consent from the operator.

2.4 We Do Not Knowingly Collect Children's Data

getvalence.org is not directed to children under 13. We do not knowingly collect personal information from children. If you believe a child has provided us information, contact [email protected] and we will delete it.

3. How We Use Information

We use the information we collect to:

• Provide and operate the Valence platform, including processing audio submitted by operators and returning emotion scores through the API;
• Respond to demo requests, support inquiries, and provide requested information;
• Operate, maintain, and improve getvalence.org and the Valence platform;
• Maintain operator accounts, API access credentials, and usage records;
• Send service updates and, with your consent where required, marketing communications;
• Detect, investigate, and prevent fraud or abuse;
• Comply with legal obligations.

We do not sell personal information for monetary value. We do not use voice audio or derived emotion features for cross-context behavioral advertising. Where applicable state law treats certain advertising arrangements as a "sale" or "share," see the California residents section below.

4. Sharing of Information

We share personal information only with:

• Service providers acting on our behalf, including cloud infrastructure providers, email delivery services, and analytics tools, under contractual confidentiality terms;
• Authorities, when required by law or to protect rights, safety, or property;
• A successor entity in the event of a merger, acquisition, or asset sale, subject to this Policy.

We do not sell personal information to third parties. We do not share voice audio or emotion scores derived from operator call data with any party other than the originating operator.

5. Cookies and Tracking

We use cookies and similar technologies to operate the site, remember preferences, and measure usage. For details and choices, see our Cookie Policy.

6. Data Retention

Operator account and contact information is retained for the duration of the subscription plus 24 months following account closure. Emotion score records and API transaction logs are retained for 90 days for Growth-tier accounts and 7 days for Starter-tier accounts, then purged. Raw audio submitted to the Valence inference pipeline is not retained on Company systems. Inactive marketing-list contacts are purged after 24 months. Server access logs are retained 90 days, then aggregated.

7. Security

We use administrative, technical, and physical safeguards designed to protect personal information, including TLS encryption in transit, restricted-access databases, and least-privilege access controls. No system is perfectly secure; we cannot guarantee absolute security.

8. Your General Rights

Depending on your jurisdiction, you may have rights including access, correction, deletion, and the ability to limit certain processing. To make a request, email [email protected]. We will respond within the timeframe required by applicable law.

9. California Residents (CCPA / CPRA)

Under the California Consumer Privacy Act ("CCPA") and the California Privacy Rights Act ("CPRA"), California residents have specific rights regarding personal information collected about them. This section supplements the rest of the Policy.

9.1 Categories We Collect

In the past 12 months, we have collected the following categories of personal information defined under Cal. Civ. Code §1798.140: identifiers (name, email, IP address); commercial information (service subscription records, demo request details); professional or employment-related information (role, employer, contact center size); internet activity (browsing on getvalence.org); audio-derived data (emotion scores and acoustic metadata generated from call audio processed through the platform; raw audio is not retained); and inferences drawn from the above for service-improvement purposes.

Regarding sensitive personal information under Cal. Civ. Code §1798.140(ae): the acoustic processing the platform performs on caller voice audio involves processing of data containing personal characteristics. The Company does not retain raw audio. Derived outputs (emotion scores, confidence values, timestamps) are not used to identify individual callers and are not used for any purpose beyond service delivery to the originating operator. The Company limits processing of audio-derived data to the purposes permitted under operator agreements and this Policy, consistent with the Right to Limit Use described in Section 9.3 below.

9.2 Sources, Purposes, Disclosure

We obtain this information from you directly and through automatic site instrumentation. We use it to operate and improve the Service, communicate with you, and meet legal obligations. We disclose it only to service providers under written contract and to legal authorities where required.

9.3 Your CCPA / CPRA Rights

• Right to Know: request the categories and specific pieces of personal information we have collected about you in the past 12 months.
• Right to Delete: request deletion of personal information we collected from you, subject to legal exceptions.
• Right to Correct: request correction of inaccurate personal information.
• Right to Opt Out of Sale or Sharing: we do not sell personal information; we do not "share" it for cross-context behavioral advertising as defined under CPRA.
• Right to Limit Use of Sensitive PI: we do not use sensitive personal information for purposes beyond those permitted without authorization. Audio-derived data is used only for service delivery to the originating operator.
• Right to Non-Discrimination: we will not deny services, charge different prices, or provide a different level of service because you exercised a right.

9.4 How to Exercise

Submit a verifiable request by emailing [email protected] with the subject line "California Privacy Request." Include enough detail for us to verify you are the person whose information is the subject of the request. We respond within 45 days, with a possible 45-day extension for which we will notify you.

9.5 Authorized Agents

You may designate an authorized agent to make a request on your behalf. The agent must provide proof of authorization; we may also require you to verify your identity directly.

9.6 "Shine the Light"

California Civil Code §1798.83 entitles California residents to request information regarding our disclosure of personal information to third parties for direct marketing. We do not disclose personal information for third-party direct marketing.

9.7 Do Not Track and Global Privacy Control

Under the California Online Privacy Protection Act (Cal. Bus. & Prof. Code §22575), we disclose how we respond to "Do Not Track" (DNT) browser signals. Because there is no common industry standard for interpreting DNT signals, we do not currently respond differently to them. We do not authorize third parties to collect personally identifiable information about your activity across different websites when you use the Service. We honor an opt-out preference signal sent by a platform or browser that complies with the CPRA, such as the Global Privacy Control (GPC); when we detect a GPC signal, we treat it as a valid request to opt out of the sale or sharing of personal information for that browser or device.

10. Changes to This Policy

We may update this Policy from time to time. Material changes will be reflected by a new "Last updated" date and, where appropriate, a notice on the Service.

11. Contact

Questions, requests, or complaints can be sent to:

Valence AI, Inc.
530 Lytton Avenue, Suite 200
Palo Alto, CA 94301
Email: [email protected]
Phone: +1 (650) 553-1184