Privacy policy

Trustivo LLC (“Trustivo,” “we,” “us,” or “our”) respects your privacy and is committed to being transparent about how personal information is collected, used, stored, disclosed, and protected.

This Privacy Policy applies when you use:

• the Trustivo website at trustivo.com;

• the Trustivo software platform and related services;

• the Reputation Manager mobile application;

• services provided through an authorized Trustivo white-label partner; or

• any related website, application, support channel, or service that links to this Privacy Policy.

Together, these are referred to as the “Services.”

By accessing or using the Services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with this Privacy Policy, you should not use the Services.

This Privacy Policy should be read together with our Terms of Service.

1. Scope of This Privacy Policy

Trustivo provides business-to-business software that helps businesses collect and manage customer reviews, monitor their online reputation, respond to reviews, track competitors, review business performance, and manage multiple business locations.

The Reputation Manager mobile application may be made available directly by Trustivo or through an authorized white-label partner. Regardless of the branding through which you access the application, Trustivo may operate the underlying technology and process information as described in this Privacy Policy.

This Privacy Policy applies to personal information that Trustivo collects or processes through the Services.

When a business uses Trustivo to send review requests to its customers, that business is generally responsible for deciding which customer information is submitted and how it is used. In that context, the business acts as the data controller or business, and Trustivo acts as its service provider or data processor.

If you are a customer of a business that uses Trustivo and have questions about why that business collected or submitted your information, you should contact the business directly. You may also contact Trustivo using the details at the end of this Privacy Policy.

This Privacy Policy does not govern third-party websites, applications, review platforms, or services that may be linked to or connected with the Services. Those third parties operate under their own terms and privacy policies.

2. Information We Collect

The information we collect depends on how you interact with the Services and which features you use.

Information You Provide to Us

When you create or use an account, subscribe to the Services, contact us, or communicate with our support team, we may collect:

• your full name;

• business name;

• email address;

• telephone number;

• business address;

• job title or role;

• account login information;

• support requests and correspondence;

• information about the business locations you manage; and

• any other information you choose to provide.

Customer Contact Information

Businesses using the Services may submit information about their customers for the purpose of sending review or feedback requests. This may include:

• customer names;

• customer email addresses;

• customer telephone numbers;

• business location or transaction information associated with a request; and

• other information the business chooses to include with a review request.

Customer contact information is used to provide the Services on behalf of the business that submitted it, including delivering review requests, sending authorized follow-ups, recording delivery status, managing opt-outs, and measuring campaign activity.

Businesses using the Services are responsible for ensuring that they have the rights, permissions, and legally required consents to provide customer information to Trustivo and to send email or SMS communications.

Trustivo does not use customer contact information submitted by a business to market Trustivo’s services directly to that business’s customers.

Billing and Payment Information

When a business purchases a subscription or other paid service, we may collect:

• billing name;

• billing address;

• transaction information;

• subscription and payment status; and

• limited payment-method information provided by our payment processor.

Payment information is processed by third-party payment providers such as Stripe. Trustivo does not store complete credit-card numbers or card security codes.

Reviews and Reputation Information

To provide review-management features, we may collect, receive, display, organize, or process:

• publicly available reviews and ratings;

• reviewer names or profile information made available by the applicable review platform;

• review dates, sources, and business locations;

• responses to reviews;

• draft responses created by users or generated using artificial intelligence;

• review counts, average ratings, response rates, and related statistics;

• private feedback submitted through the Services; and

• information about review-request activity and results.

Some review information is obtained from third-party platforms or connected business accounts. The availability and accuracy of that information depend on the applicable third-party provider.

Business Location and Connected-Account Information

When you connect a business profile or third-party account to the Services, we may receive or process information such as:

• business name;

• business address;

• business telephone number;

• website address;

• business category;

• business hours;

• location identifiers;

• connected-account identifiers;

• reviews and ratings;

• review responses;

• business profile information;

• search and visibility information;

• calls, website visits, directions, views, impressions, or similar performance information made available by the provider;

• authorization tokens needed to maintain the connection; and

• account permissions granted by the user.

We use this information to authenticate connected accounts, display business and reputation information, manage reviews and responses, provide reporting, and deliver other features requested by the user.

Competitor and Search-Ranking Information

If you use competitor-monitoring or local search-ranking features, we may collect or process:

• competitor business names and locations;

• publicly available competitor ratings and reviews;

• search terms or keywords selected by the user;

• geographic search areas;

• ranking positions;

• local search results; and

• historical performance and comparison data.

This information is used to provide competitor comparisons, local visibility reports, keyword-ranking information, and related analytics.

Information Processed for AI-Assisted Features

The Services may offer artificial-intelligence features that help users draft responses to reviews or generate other suggested content.

When these features are used, we may process:

• the relevant review or feedback;

• business information supplied by the user;

• instructions, preferences, or tone settings;

• the user’s prompt or request; and

• the generated response or output.

Relevant information may be transmitted to an AI technology provider solely to generate the requested output and operate the feature.

AI-generated content is provided as a draft. Users are responsible for reviewing and approving content before publishing or using it.

We do not use customer contact lists for independent AI model training. We also require service providers handling information on our behalf to process it only for authorized business purposes and subject to appropriate privacy and security obligations.

Information Collected Through Reputation Manager

When you use the Reputation Manager mobile application, we may collect or process:

• account and authentication information;

• the identity of the business, partner, and locations associated with your account;

• reviews, ratings, responses, and private feedback;

• connected business-profile information;

• competitor and ranking information;

• business performance statistics;

• actions taken within the application;

• notification preferences;

• push-notification tokens;

• device type;

• operating-system version;

• application version;

• IP address;

• language and time-zone settings;

• diagnostic, crash, and error information;

• security and authentication events; and

• basic application usage information.

We use this information to authenticate users, provide app features, display relevant business information, deliver notifications, maintain security, troubleshoot technical problems, and improve reliability.

Reputation Manager does not require access to your personal contacts merely to manage reviews. If a future feature requests access to contacts, photos, the camera, precise location, or another protected device feature, the application will request permission through the device before accessing that information.

You can manage app permissions through your device settings. Disabling a permission may prevent the associated feature from working.

Information Collected Automatically

When you access our website, platform, or mobile application, we may automatically collect:

• IP address;

• device type;

• operating system;

• browser type and settings;

• application version;

• pages or screens viewed;

• features used;

• dates and times of access;

• referral URLs;

• general geographic region inferred from an IP address;

• session and interaction information;

• diagnostic and crash information; and

• security and fraud-prevention information.

We use this information to operate the Services, maintain security, troubleshoot problems, understand usage, improve performance, and develop new functionality.

We do not collect precise device location unless a feature requires it and you provide permission.

3. How We Use Personal Information

We may use personal information to:

• create, authenticate, and manage accounts;

• provide access to the website, platform, and Reputation Manager application;

• connect and maintain authorized third-party business accounts;

• send review requests and authorized follow-up messages;

• display and organize reviews, ratings, and business information;

• enable users to draft, approve, and publish review responses;

• generate AI-assisted response drafts;

• monitor competitors and local search visibility;

• provide reporting, analytics, and business-performance information;

• manage multiple business locations;

• provide push notifications and service alerts;

• process subscriptions and payments;

• respond to support requests;

• communicate about accounts, security, product changes, or service availability;

• improve the functionality, usability, and reliability of the Services;

• detect, investigate, and prevent fraud, abuse, and unauthorized access;

• enforce our Terms of Service and other agreements;

• comply with legal and regulatory obligations; and

• send marketing communications where permitted by law.

We do not use customer contact information submitted for review requests to send unrelated Trustivo marketing communications to those customers.

4. SMS Messaging and Telephone Numbers

The Services allow subscribing businesses to send SMS messages to their customers for review and feedback purposes.

How Telephone Numbers Are Used

Customer telephone numbers submitted by a business are used to:

• deliver authorized review and feedback requests;

• send follow-up messages configured by the business;

• record delivery and response status;

• process opt-out requests; and

• provide related messaging functionality.

Trustivo does not sell, rent, or use these telephone numbers for unrelated marketing purposes.

Mobile information will not be shared with third parties or affiliates for their own marketing or promotional purposes. Text-message originator opt-in data and consent information will not be shared with third parties for unrelated purposes.

SMS Service Providers

To deliver messages, Trustivo may transmit telephone numbers, message content, and delivery information to telecommunications providers and SMS gateways such as Twilio. These providers process information to transmit messages and provide related communications services.

Consent and Opt-Outs

Businesses using the Services must obtain any consent required by law before submitting telephone numbers or sending messages.

Consent to receive text messages is not a condition of purchasing goods or services from a subscribing business. Message frequency varies. Standard messaging and data rates may apply.

Recipients can opt out of future SMS messages by replying STOP. They may reply HELP for assistance.

After an opt-out request is received, the telephone number may be retained on a suppression list so that additional messages are not sent.

5. Email Communications

The Services may send account notices, security alerts, support responses, review requests, service announcements, and marketing communications by email.

You may unsubscribe from marketing emails by using the unsubscribe link in the message. You may continue to receive non-promotional communications that are necessary to administer your account, provide the Services, or respond to requests.

Businesses using the Services are responsible for ensuring that customer email communications are lawful and properly authorized.

6. Push Notifications

If you enable push notifications in Reputation Manager, we may send alerts concerning new reviews, account activity, service information, or other app features.

To provide push notifications, we or our service provider may process a device-specific push token and information about your notification preferences.

You can disable push notifications at any time through your device settings. Disabling notifications does not prevent you from using other available features of the application.

7. Google and Other Connected Services

The Services may connect with third-party platforms, including Google Business Profile and other review, search, social-media, or business-listing services.

When you authorize a connection, Trustivo may access and use information made available through that connection only to:

• provide the features you request;

• display and manage connected business information;

• retrieve reviews and ratings;

• create or publish review responses at your direction;

• provide business-performance and reputation reports;

• maintain the authorized connection;

• protect the Services from fraud or abuse; and

• comply with applicable law and platform requirements.

Trustivo’s use and transfer of information received from Google APIs will comply with the Google API Services User Data Policy, including the Limited Use requirements.

We do not sell information received from connected Google accounts. We do not use Google user data for advertising or for purposes unrelated to providing and improving user-facing features.

You can revoke Trustivo’s access to a connected account through the applicable third-party account settings or by contacting us. Revoking access may prevent connected features from operating.

Third-party services are governed by their own terms and privacy policies. Trustivo does not control and is not responsible for the independent privacy practices, accuracy, or availability of those services.

8. Cookies and Similar Technologies

We use cookies, pixels, local storage, and similar technologies on our website and web platform.

These technologies may be used for:

• essential website and platform functionality;

• authentication and security;

• remembering preferences;

• analytics and performance measurement;

• support and user-experience improvements; and

• advertising and campaign measurement.

Types of Technologies We Use

Necessary technologies are required for security, authentication, navigation, and core functionality.

Functional technologies remember choices and enable enhanced features.

Analytics technologies help us understand how visitors and users interact with our website and platform.

Advertising technologies may help us measure campaigns, show relevant advertising, or reach people who have previously visited our website.

Our website may use services such as Google Analytics, Google Ads, and Meta advertising tools. These website marketing technologies are separate from the core functionality of Reputation Manager.

You can manage non-essential website technologies through the “Privacy Preferences” link in our website footer. You can also adjust browser settings, although disabling some technologies may affect website functionality.

We do not use the Reputation Manager application to track users across apps or websites owned by other companies for advertising purposes unless we provide appropriate notice and obtain any permission required by applicable law or platform rules.

9. How We Disclose Personal Information

We do not sell personal information.

We may disclose information in the circumstances described below.

Service Providers

We use third-party providers to operate and support the Services. Depending on the features used, these providers may include:

• cloud hosting and data-storage providers;

• payment processors such as Stripe;

• SMS and telecommunications providers such as Twilio;

• email-delivery providers;

• push-notification providers;

• analytics and application-performance providers;

• crash-reporting and diagnostic providers;

• customer-support providers;

• security and fraud-prevention providers;

• artificial-intelligence technology providers; and

• professional advisers such as lawyers, accountants, auditors, and insurers.

These providers receive only the information reasonably necessary to perform services on our behalf. They are required to protect information and use it only for authorized purposes, subject to their contractual and legal obligations.

White-Label Partners

If you receive access to the Services through an authorized white-label partner, we may disclose relevant account, business, subscription, usage, and support information to that partner so that it can administer your service and support your account.

The partner may separately collect or use information as an independent business. Any independent use by the partner is governed by the partner’s own privacy policy.

Trustivo does not authorize partners to use customer contact information submitted for review requests for unrelated marketing purposes.

At Your Direction

We may disclose information when you request or authorize us to do so, including when you:

• connect a third-party business account;

• publish or respond to a review;

• send a review request;

• invite another user;

• export information; or

• use an integration.

Legal Compliance and Protection

We may disclose information where reasonably necessary to:

• comply with a law, regulation, subpoena, court order, or legal process;

• respond to a lawful government request;

• enforce our agreements;

• investigate fraud, abuse, security incidents, or unlawful conduct;

• protect the rights, safety, and property of Trustivo, our users, or the public; or

• establish, exercise, or defend legal claims.

Business Transactions

If Trustivo is involved in a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, or similar transaction, information may be disclosed or transferred as part of that transaction.

Any recipient will be required to handle personal information in accordance with applicable law and any continuing obligations under this Privacy Policy.

Aggregated or De-Identified Information

We may use and disclose aggregated or de-identified information that cannot reasonably be used to identify an individual. We may use this information for analytics, research, reporting, security, product improvement, and other lawful business purposes.

10. Data Retention

We retain personal information only for as long as reasonably necessary to provide the Services, fulfill the purposes described in this Privacy Policy, comply with legal obligations, resolve disputes, and enforce agreements.

Retention periods may vary depending on the type of information:

• account information is generally retained while the account remains active and for a reasonable period afterward;

• connected-account information is retained while needed to provide the requested integration or until access is revoked;

• customer contact information is retained according to the subscribing business’s settings, instructions, service requirements, and legal obligations;

• reviews, responses, reports, and business records may be retained while the account is active and for a reasonable period afterward;

• billing and transaction records may be retained as required for accounting, tax, fraud-prevention, and legal purposes;

• support communications may be retained to manage requests and maintain business records;

• security logs and diagnostic information may be retained for a limited period for security, troubleshooting, and abuse prevention;

• marketing information is retained until you unsubscribe or we no longer need it; and

• suppression records may be retained to honor opt-out requests.

Information may remain temporarily in encrypted backups until those backups are overwritten under our normal retention procedures.

When information is no longer required, we will delete it, de-identify it, or securely isolate it from further use, unless continued retention is required by law.

11. Account Deletion and Revoking Access

You may request deletion of your Trustivo account and associated personal information by:

• using an available account-deletion option within the platform or Reputation Manager application;

• submitting a request through our Support page at https://trustivo.com/support/; or

• emailing [email protected].

We may need to verify your identity and authority over the relevant account before completing a deletion request.

Deleting the Reputation Manager application from your device does not automatically delete your account, cancel a business subscription, or remove information held in the Trustivo platform.

If your account is controlled by your employer, another business, or a white-label partner, we may need to refer your request to the organization responsible for administering the account.

When an account is deleted, we will delete or de-identify associated personal information unless retention is reasonably necessary to:

• comply with legal or regulatory requirements;

• maintain billing, tax, or transaction records;

• prevent fraud or abuse;

• maintain opt-out or suppression records;

• resolve disputes; or

• enforce our agreements.

You may revoke access to connected third-party accounts through the applicable third-party service or by contacting Trustivo. Revoking access may disable related features but does not necessarily delete information already lawfully processed or information we are required to retain.

12. Your Privacy Rights

Depending on where you live, you may have rights concerning your personal information, including the right to:

• request access to personal information we hold about you;

• request correction of inaccurate information;

• request deletion of personal information;

• request a portable copy of certain information;

• object to or restrict certain processing;

• withdraw consent where processing is based on consent;

• opt out of marketing communications;

• opt out of certain sales, sharing, or targeted advertising; and

• appeal a decision concerning a privacy request where applicable.

To exercise a privacy right, contact us using the details at the end of this Privacy Policy.

We may request information needed to verify your identity and protect your account. Authorized agents may submit requests where permitted by law, but we may require proof of authorization and identity verification.

We will not discriminate against you for exercising an applicable privacy right.

13. California Privacy Rights

California residents may have rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act.

Depending on the circumstances and applicable legal thresholds, these may include the right to:

• know the categories and specific pieces of personal information collected;

• know the sources, purposes, and categories of recipients of personal information;

• request correction or deletion;

• obtain a copy of certain personal information;

• opt out of the sale or sharing of personal information;

• limit certain uses of sensitive personal information; and

• receive equal service and pricing when exercising privacy rights.

Trustivo does not sell personal information for monetary consideration.

Our website may use advertising technologies that could constitute “sharing” for cross-context behavioral advertising under California law. California residents can manage applicable preferences through the “Privacy Preferences” link in the website footer or by contacting us.

Where legally required, we recognize applicable browser-based opt-out preference signals for the browser and device through which the signal is communicated.

To submit a California privacy request, you may:

• email [email protected];

• call 213-877-6569; or

• submit a request at https://trustivo.com/contact-us/.

We may verify your identity before completing a request. We will respond within the period required by applicable law.

14. Data Security

We use reasonable administrative, technical, and organizational measures designed to protect personal information against unauthorized access, loss, misuse, alteration, and disclosure.

These measures may include:

• encryption of information in transit;

• access controls;

• password-protection measures;

• secure cloud infrastructure;

• monitoring for suspicious activity;

• logging and security reviews;

• restricted employee and contractor access; and

• contractual protections with service providers.

No internet-based service or storage system can be guaranteed to be completely secure. You are responsible for maintaining the confidentiality of your account credentials and for notifying us promptly if you suspect unauthorized access.

15. International Data Transfers

Trustivo is based in the United States. We and our service providers may process information in the United States and other countries where privacy laws may differ from those in your jurisdiction.

Where required, we use appropriate safeguards for international transfers, which may include contractual protections, data-processing agreements, or legally recognized transfer mechanisms.

By using the Services from outside the United States, you understand that your information may be processed in the United States and other jurisdictions where Trustivo or its service providers operate.

16. Children’s Privacy

The Services are designed for businesses and their authorized representatives. They are not directed to children under 13, and Trustivo does not knowingly collect personal information directly from children under 13.

Trustivo accounts and subscriptions are intended for adults who have authority to act on behalf of a business.

If you believe a child has provided personal information directly to Trustivo, contact us. We will investigate the request and take appropriate steps to delete the information where required.

17. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in the Services, our business practices, technology, or applicable law.

When we update the policy, we will revise the “Last updated” date and publish the updated policy on this page.

If a change materially affects how we use personal information, we may provide additional notice through the Services, by email, or through another appropriate method.

18. Contact Us

If you have questions, concerns, or requests relating to this Privacy Policy or Trustivo’s privacy practices, please contact us:

Trustivo LLC
2248 Meridian Blvd, Suite H
Minden, NV 89423
United States of America

Email: [email protected]
Phone: 213-877-6569
Support: https://trustivo.com/support/
Contact form: https://trustivo.com/contact-us/

When submitting a privacy request, please include your name, contact information, the business or account involved, and enough information for us to understand and verify your request.