Privacy Policy

Meridian is an AI voice receptionist and client portal for auto glass and window tint businesses. It is operated by MeridianAG Group LLC, a California limited liability company (“MeridianAG”, “we”, “us”). This Privacy Policy explains how we collect, use, share and protect personal information in connection with:

• Callers — people who call an auto glass or window tint shop that uses Meridian and speak with the receptionist;
• Quote customers — people who request an instant glass quote through the quote widget on an auto glass shop’s website;
• Clients and their staff — the shops that subscribe to Meridian and the people who use the client portal; and
• Visitors — people who browse meridianags.com or contact us.

Our role for caller and quote information. When Meridian answers a call, or a customer requests a quote through a shop’s website, it does so on behalf of that shop. The shop decides why and how that information is used, and we process it for the shop as its service provider under our agreement with it. The shop’s own privacy practices also apply. For client account information and website visitors, MeridianAG is responsible for the information described here.

Vehicle identification numbers. A caller may read out a VIN, or an auto glass customer may enter one in a shop’s quote widget, so we can identify the vehicle — and, for an auto glass job, the exact glass it takes. For a window tint job the VIN only places the vehicle in the right pricing class. The VIN is used only for those lookups and then discarded. It is not written to our database, and transcripts and notes are scrubbed of anything resembling a VIN before they are saved.

License plate numbers. The receptionist does not ask for a plate number and declines one if it is offered. Text resembling a plate number is also removed from transcripts before storage.

Call audio. Calls are recorded and transcribed in real time by our voice provider so the receptionist can work (see section 5), but we do not keep call audio in our own systems. We keep a scrubbed written transcript and a summary.

Payment details from callers. The receptionist does not request or accept card, bank or other financial information from callers. Clients pay their subscription through Stripe, and their payment details are held by Stripe, not by us.

These are commitments about our own systems. The vehicle-decoding service, and — for an auto glass shop that has connected one — the shop’s own parts catalog provider, receive a VIN at the moment of lookup (that provider’s account keeps it on the quote it saves for the shop), our voice provider keeps its own logs of calls placed through its platform, and automated scrubbing may not catch every instance of information a caller volunteers.

From calls. The telephone number a caller is calling from; the time and length of the call; the caller’s name and callback number if given; a scrubbed transcript and a summary of the call; what the job needs — the glass damage for an auto glass call, or the coverage, film tier and shade for a window tint call; the vehicle’s year, make, model and (for auto glass) trim and relevant features such as a rain sensor or head-up display; any estimate given; and any appointment booked or message taken. Call audio is processed by our voice provider during the call as described in section 5.

From quote requests (auto glass). When a customer uses an auto glass shop’s instant quote widget: the vehicle’s year, make, model and body style; the glass selected and the type of damage; whether there is a camera behind the mirror; the estimate shown; and, if they ask the shop to contact them, their name, phone number, ZIP code (where the shop’s pricing needs it), email address (optional), preferred time and any notes, together with the website the request came from. A customer may look their vehicle up by VIN instead of choosing the year, make and model; the VIN is used to identify the vehicle and price its glass and is not saved with the request. Where the shop prices through its own parts catalog account, the customer’s name, phone number, ZIP code and VIN are sent to that account to price the glass, and that provider keeps them there as a quote for the shop; we do not save the ZIP code or the VIN ourselves. The widget never asks for a license plate, and notes are scrubbed of anything resembling a VIN or plate before they are saved. To stop abuse, we count requests per visitor using a one-way, secret-keyed hash of the visitor’s IP address; the address itself is not stored, and the counts are deleted within a day.

From clients and portal users. Names, business email addresses and roles of the people given portal access; sign-in credentials (passwords are handled by our authentication provider and are not visible to us); the shop’s business details and configuration, such as hours, rates, booking rules, transfer number and customer-facing policies; billing contact details and subscription history; the device push address and browser type for any device on which a user turns on lock-screen notifications; for an auto glass shop, the credentials it provides for its parts catalog subscription; for a window tint shop, the price matrix and film list it uploads (its product and pricing data, which contain no customer information); and, if the shop connects a Google Calendar, the access credentials Google issues and the connected account’s email address.

When a client signs an agreement in the portal. The signer’s name, title and email address; the business and billing details they enter on the form; the date and time of acceptance; the IP address and browser the acceptance came from; the initials entered against each acknowledgment; and a cryptographic hash of the exact wording shown. We keep this so a signed document can be identified later and any change to it detected, and so we can show that the person who accepted it saw what they were agreeing to.

When a client refers another business. The business name and, if given, the contact’s name, telephone number, email address, city and state, together with any note the referrer adds. A client who registers a referral confirms it is entitled to give us those details. We use them only to contact that business about Meridian and to work out whether a commission is payable, and we do not add them to any marketing list. If that business asks us not to contact it again, we honour the request and keep only what we need to respect it.

From website visitors. We do not use analytics, advertising or tracking tools on our website. Our hosting provider keeps standard server logs — such as IP address, browser type and pages requested — to deliver the site and keep it secure. If you email us, we receive your email address and whatever you choose to include.

• To answer calls for our clients, identify vehicles, price glass or tint jobs, give estimates and book appointments;
• To show instant quotes on auto glass shops’ websites and pass the customer’s request to that shop;
• To show call records, part alerts, schedules and notifications to the shop in its portal;
• To set up, support, maintain, secure and improve the service;
• To manage client accounts, subscriptions, invoicing and payments;
• To respond to messages and requests, including privacy requests;
• To prevent fraud and misuse, and to comply with law and enforce our agreements; and
• To produce aggregated or de-identified statistics, such as call volumes or booking rates, that do not identify any shop, caller or other individual.

We do not use caller information to market to callers. We do not use client data or caller information to train generalized artificial intelligence models.

Calls answered by Meridian are handled by an artificial intelligence, and are recorded and transcribed in real time by our voice provider in order to operate the receptionist. The receptionist acknowledges that it is an artificial intelligence if a caller asks.

Laws in some places, including California, require notice to or consent from callers before a call is recorded, or require callers to be told they are speaking with an automated system. Each shop that uses Meridian is responsible for providing any notice and obtaining any consent that applies to its calls.

Connecting a Google Calendar is optional. A shop that never connects one is unaffected by this section, and Meridian books appointments from the opening hours the shop enters instead.

What we can see. We request two permissions and no others. The first returns your free/busy times — when you are occupied and for how long, and nothing else. We do not receive event titles, descriptions, locations, attachments or guest lists. The second lets us add the appointments Meridian books to your calendar.

What we do with it. Busy times are read while a caller is on the phone, used to avoid offering a slot you cannot work, and not written to our database. When a caller books, we add a single event with the customer’s name, the vehicle and the work to be done — the glass to be fitted, or the tint coverage and film. That event never contains a VIN or a license plate.

What we store. Only the access credentials Google issues and the address of the connected account, so we can show you which calendar is linked. The credentials are kept where our application servers can reach them and the portal cannot, and are never sent to a browser.

Disconnecting. Use Disconnect in your portal settings and the stored credentials are deleted immediately. You can also revoke access from your Google account at any time. Appointments already added to your calendar stay there.

Meridian’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. We do not use Google user data to train generalized artificial intelligence models, we do not sell it, and we do not transfer it except as needed to provide the booking features described above.

We do not sell personal information, and we do not share it for cross-context behavioral advertising. We share information only as follows:

• With the shop you called or requested a quote from. Call records and quote requests are made available to that shop, and to no other shop.
• With service providers who process information for us to run Meridian, under obligations to protect it and use it only for that purpose. They are listed below.
• For legal reasons — when required by law or legal process, or when reasonably necessary to protect the rights, property or safety of MeridianAG, our clients, callers or others.
• In a business transfer — as part of a merger, acquisition or sale of assets, subject to this policy.
• With your direction or consent.

Text-message and email notifications are in testing and are not currently sent. When they are, they will go only to shop staff who have agreed to receive them. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.

The client portal uses cookies that are strictly necessary to keep you signed in, and stores a small number of display preferences in your browser. The public website does not set advertising or analytics cookies, and we do not use third-party tracking. Because we do not sell or share personal information, there is nothing for a Global Privacy Control signal to opt you out of, but we honor it all the same.

• Call records, transcripts, summaries, bookings, part alerts and quote requests are kept while the shop’s subscription is active, unless the shop asks us to delete them sooner. After a subscription ends, the shop may request an export for a limited period, after which the data is deleted, except for copies in routine backups until they are overwritten, or where the law requires us to keep it.
• Call logs held by our voice provider are kept under that provider’s retention policies.
• Google Calendar credentials are deleted immediately when a calendar is disconnected.
• Account, subscription and billing records are kept for as long as needed to provide the service and to meet tax, accounting and legal obligations.
• Signed agreements and their acceptance records are kept for the life of the agreement and for as long afterwards as the law allows a claim to be brought on it. A signature record is evidence of a contract, so it outlives the subscription it relates to and is not deleted on request while it may still be needed.
• Referral records are kept while a commission may still become payable or recoverable, and afterwards as part of our billing records.
• Part lookups (auto glass) are held briefly in a cache — currently for minutes, not days — so that repeating the same question during one call does not incur a second charge on the shop’s parts catalog subscription. A cache entry holds vehicle and glass details, never a VIN. Window tint pricing uses no such provider and so has no part-lookup cache.

We use reasonable administrative, technical and physical safeguards, including encryption in transit, access controls, and separation of each shop’s data enforced by row-level security within the database itself — so each shop can see only its own calls, and an error in the interface cannot expose one shop’s records to another. No system is perfectly secure. If we confirm unauthorized access to a client’s data, we will notify that client without undue delay and give it the information it reasonably needs to meet its own obligations.

California residents. Under the California Consumer Privacy Act, as amended by the California Privacy Rights Act, you have the right to:

• know what personal information we collect, use and disclose about you, and to receive a copy of it;
• request that we delete or correct personal information we hold about you;
• opt out of the sale or sharing of personal information — although we do not sell or share it;
• limit the use of sensitive personal information — although we use it only to provide the service; and
• not be discriminated against for exercising any of these rights.

In the past 12 months we have collected the categories of personal information described in section 3: identifiers (such as names, telephone numbers and email addresses); customer and commercial records (such as appointments, estimates and subscription history); audio information processed during calls; internet or network activity (server logs); and, for portal users, account sign-in credentials. We collect them from callers, clients and visitors directly, and use and disclose them only for the purposes in sections 4 and 7.

Callers and quote customers. Because we handle this information on behalf of the shop you contacted, you may send your request to that shop, or to us — we will work with the shop to respond. We will delete a caller’s call record on the shop’s instruction.

How to make a request. Email info@meridianaggroup.com with the subject “Privacy request”. Callers should include the telephone number they called from and the shop they called, so we can find the record. We will verify your request using information we already hold, and respond within 45 days, or tell you if we need more time as the law allows. You may use an authorized agent; we may ask for proof of the agent’s authority and verify your identity directly. Residents of other states with similar privacy laws may make the same requests, and we will honor them as those laws require.

Meridian is a service for businesses and is not directed to children. We do not knowingly collect personal information from children under 16. If you believe a child has provided us with personal information, contact us and we will delete it.

We are based in the United States, and information is processed and stored in the United States by us and our service providers.

We may update this policy as the service or the law changes. We will post the updated version here with a new effective date, and where a change is material we will notify clients by email or in the portal before it takes effect.

MeridianAG Group LLC
Privacy questions and requests: info@meridianaggroup.com
Client support: support@meridianaggroup.com (Monday through Friday, 9:00 AM to 5:00 PM Pacific Time)
Mailing address: 8605 Santa Monica Blvd #501851, West Hollywood, CA 90069