Privacy Policy — Sophia AI Concierge
This Privacy Policy explains how Generous App Enterprise collects, uses, and protects information in connection with the Sophia AI Concierge service.
PRIVACY POLICY
Sophia AI Concierge | Generous App Enterprise
Effective: Upon plan activation
Last Updated: January 2026
Generous App Enterprise ("we," "us," or "our") operates the Sophia AI Concierge service for hospitality properties, transportation businesses, and related service providers. This Privacy Policy explains how we collect, use, store, and protect information in connection with the Service.
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1. SCOPE
This Policy applies to:
- Client account data collected during onboarding and the service term
- Guest and caller data captured during interactions handled by Sophia
- Technical and usage data generated through use of the platform and dashboard
It covers all deployment modes of the Service, including Sophia Lite (hospitality knowledge concierge), Sophia Beyond (secure guest transactions and concierge integration), and transportation ride qualification configurations.
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2. INFORMATION WE COLLECT
2.1 Client Account Data
When a Client onboards with Generous App, we collect:
- Business name, address, and contact information
- Authorized representative names and contact details
- Payment and billing information (processed and stored by our payment processor; Generous App does not store full card numbers)
- Call routing preferences, escalation contacts, and workflow configurations
- Knowledge base content provided by the Client (hotel information, services, policies, local recommendations, and operational details)
- Usage history and prior service data provided voluntarily during onboarding
2.2 Guest and Caller Data
Depending on the Client's configured service mode, Sophia may capture:
Hospitality mode (Sophia Lite): Sophia Lite is designed to operate anonymously by default. In standard configuration, it does not collect personally identifiable information (PII) from guests unless the Client specifically configures it to do so for a particular interaction or workflow. Interaction logs and session data may be retained for service improvement purposes in anonymized form.
Hospitality mode (Sophia Beyond): When guests interact with Sophia Beyond to perform authenticated actions (such as requesting amenities, making reservations, or ordering food and beverage), Sophia may collect and process:
- Guest name and room or booking reference
- Guest-provided PIN or verification credential
- Details of the guest's request (service type, preferences, timing)
- Interaction transcript and session metadata
Transportation and ride qualification mode: When Sophia handles inbound calls for transportation clients, the following caller data may be captured and delivered to the Client:
- Caller name and telephone number
- Trip details (date, time, pickup location, destination, passenger count, luggage details)
- Call recording and transcript
- Call metadata (duration, timestamp, outcome)
In all cases, guest and caller data is captured on behalf of the Client. The Client is the primary controller of this data for their own business operations. Generous App processes this data as a service provider acting under the Client's instruction.
2.3 Technical and Usage Data
Generous App automatically collects operational data, including:
- Dashboard login activity and user interactions
- API usage, call volume, and minute consumption data
- System performance logs and error records
- Device and browser information for dashboard users
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3. HOW WE USE INFORMATION
Generous App uses collected information to:
- Provision, operate, and deliver the Sophia AI Concierge service
- Configure and maintain the Client's knowledge base and call flow settings
- Process billing, manage subscriptions, and handle payment disputes
- Deliver interaction transcripts, guest request records, and lead data to the Client
- Provide customer and technical support
- Detect and prevent fraud, abuse, or unauthorized access
- Assess platform performance and improve AI model accuracy over time
- Comply with legal obligations and respond to lawful government or regulatory requests
Generous App does not use guest or caller data for marketing purposes and does not sell guest or caller data to any third party.
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4. KNOWLEDGE BASE AND THIRD-PARTY CONTENT
For hospitality clients, the Client provides Generous App with content to train Sophia's knowledge base. This content may include hotel and property descriptions, service menus, pricing (where applicable), local attraction information, and operational policies. Generous App processes this content solely to configure and deliver the Service.
The Client warrants that all content supplied for the knowledge base is accurate, lawfully owned or licensed, and does not infringe third-party rights. Generous App is not responsible for the accuracy of guest-facing responses where those responses are based on Client-supplied content.
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5. THIRD-PARTY SERVICE PROVIDERS
The Sophia AI Concierge service relies on third-party infrastructure providers to deliver its core functions. These providers process Client, guest, and caller data on Generous App's behalf and include providers of:
- Voice AI and telephony infrastructure (call routing, audio processing, and assistant hosting)
- Large language model (LLM) AI response generation (including providers such as Claude, Gemini, and OpenAI)
- Payment processing and subscription management
- Cloud hosting and data storage
All third-party providers are required to maintain appropriate data protection standards and may only use data for the purpose of providing services to Generous App. Data may be processed in jurisdictions outside the Client's home country, including but not limited to the United States, European Economic Area, and Asia Pacific regions.
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6. DATA RETENTION
Client account data is retained for the duration of the active service term and for a reasonable period thereafter as required by applicable law or to resolve disputes and fulfill audit obligations.
Guest and caller interaction data (including call recordings and transcripts) is retained for the period specified in the Client's plan or as otherwise agreed. Clients may request deletion of specific records, subject to applicable legal retention requirements.
Upon termination of the service, Generous App will securely delete data that is no longer required within a reasonable timeframe following the end of the retention period.
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7. DATA SECURITY
Generous App implements commercially reasonable technical and organizational safeguards to protect Client, guest, and caller data against unauthorized access, disclosure, alteration, or destruction. These include encrypted data transmission, access controls, and regular security review practices.
No method of electronic transmission or storage is completely secure. Generous App cannot guarantee absolute security of all data. Clients are responsible for maintaining the security of their own dashboard credentials and must notify Generous App promptly at support@generousapp.com of any suspected unauthorized access.
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8. GUEST AND CALLER DISCLOSURE OBLIGATIONS
Guests and callers who interact with Sophia are third parties relative to the Generous App–Client relationship. The Client is responsible for providing appropriate disclosures to guests and callers as required by applicable law, including:
- Disclosure that the interaction may be handled or assisted by an AI system
- Disclosure that the call or session may be recorded
- Information about how their data will be used and by whom
Generous App may configure Sophia to disclose its AI nature when directly asked by a guest or caller. However, the Client bears primary legal responsibility for ensuring that all guest-facing and caller-facing disclosures comply with telecommunications, consumer protection, and data privacy laws in the Client's operating jurisdiction, including but not limited to GDPR where applicable.
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9. NO SALE OF PERSONAL INFORMATION
Generous App does not sell, rent, lease, or otherwise commercially exploit Client account data, guest data, or caller data to any third party for marketing, advertising, or any commercial purpose unrelated to operating the Service.
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10. COOKIES AND ANALYTICS
The Sophia AI Concierge web application and dashboard may use cookies or similar tracking technologies for session management, authentication, and platform analytics. These are used solely to operate and improve the Service and are not used to track guests or callers across third-party websites for advertising purposes.
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11. INTERNATIONAL DATA TRANSFERS
Generous App Enterprise is registered in Malaysia. Data may be transferred to and processed in countries other than the Client's country of residence, including countries where Generous App's infrastructure and third-party service providers operate. By using the Service, Clients acknowledge and consent to such transfers, subject to appropriate safeguards.
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12. CHANGES TO THIS PRIVACY POLICY
Generous App may update this Privacy Policy from time to time. Material changes will be communicated to Clients via email or through the dashboard. Continued use of the Service following notification of changes constitutes acceptance of the revised Policy.
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13. CONTACT
For privacy-related questions, data access requests, or concerns about how your data or your guests' data is handled, please contact us at:
By checking the acceptance box at plan purchase, you confirm that you have read and understood this Privacy Policy and consent to the collection and use of information as described herein.