Privacy — how your customers' details are protected

Della holds your clients' contact details and everything they say to your salon on the phone, in text messages, on Instagram, and on WhatsApp. This article explains what she collects, where it is kept, who can see it, how long it stays, and how to have it deleted.

The short version: your clients' details are encrypted in storage and while they travel. You see them in full, because they are your clients. Everyone on our side sees them hidden by default. When one of us has to reveal a detail to fix a problem, that is written down where you can read it.

The vocabulary

Three roles, three levels of access:

• Owner. You, the salon. You see your own clients' full details, because that is your own business record.
• Admin. The Della team. We see your clients' details as [redacted] by default. When we need a real value to investigate something you reported, we can reveal it, and every reveal writes an entry to a log you can read.
• Customer. Your client. They never see this workspace. They talk to Della on the phone, in text messages, on Instagram, and on WhatsApp.

Where your customers' data goes

Your clients' details pass through a small number of companies. Each one runs a specific piece of the service, is under contract to use the data only for that, and is not allowed to use your conversations to train general-purpose AI models.

• Della. The workspace, your records, and the encrypted database they live in.
• Anthropic. The AI models that read and write the words.
• Telnyx. Your phone number and your text messages.
• Retell. The voice agent that runs a live call.
• Deepgram. Speech turned into text.
• Cartesia or ElevenLabs. Text turned into speech.
• Your booking app, if you connect one (Square, GlossGenius, Acuity and others). Della reads your services, staff, hours and appointments there, and writes new bookings back. If you book appointments yourself, nothing is shared with a booking app.
• Stripe. Your own bill from us. Card numbers go to Stripe. We never hold them.

If you ever ask where a particular client's data went, the answer is one of the names above. There is no other place it goes.

What we redact, where, and when

Details are stored as they arrive, encrypted. The hiding happens when something is put on a screen, and it depends on who is asking. That way the record stays complete and the screen stays safe.

Hidden from everyone except you:

• Phone numbers.
• Email addresses.
• Card numbers.
• Dates of birth.
• First-and-last name pairs.

When you look at your own clients, nothing is hidden. The rule is deliberately blunt. We would rather cover up something harmless than show something that was never ours to show.

What we won't store

• Card and bank details. Della never takes them on a call, and she cannot be talked into it. Payment happens in your booking app, at the desk, or through your own payment link.
• Raw call audio. We keep the written transcript. The recording itself stays with the company that carries your calls, under their own retention terms.
• Photos, unless you attach a screenshot yourself when you report an issue. That box is unticked by default and applies to that one report.

How long we keep it

Not every kind of record has the same life span.

• Appointments and the audit trail are kept the longest. The default is seven years. Tell us if you want a shorter window.
• Your own business history, meaning the activity feed, the outcomes, and the corrections you wrote, is kept for up to two years, so "this time last year" still works.
• Machine records, meaning how a job ran and what each step decided, are kept for 90 days. After a quarter they tell you nothing you would act on.

What you control

• Pause switches. Pause everything at once, or one channel at a time (phone, text, Instagram, WhatsApp, email), from the Trust page in your workspace. A paused channel stops sending.
• What Della is allowed to do on her own. She can draft and wait for your approval, or act on her own. You set that separately for each kind of work. Some things are never automatic in any mode: diagnosing a nail or skin problem, taking card details, quoting a price that is not in your service list, and handling refunds and complaints. Those go to a person.
• Her greeting. Every call opens with a greeting in your salon's name and hers: "Hi, thanks for calling Luna Nail Studio, this is Della." Where the caller's state requires it, she then says the call may be recorded, and where the state requires permission, she asks for it before going on. If a caller asks whether she's a real person, she says she's the salon's AI assistant. You can edit the greeting where her name and voice are set.
• Data export. Settings has a "Download my data" button. It gives you a complete copy: your profile, what Della knows about your salon, your corrections, your inquiries, and the audit trail. You can also ask us by email and we will send it.
• Data deletion. Follow our data deletion instructions. If you close your account we delete your data, including your clients' conversations, within 30 days, apart from the few records the law requires us to keep.

The audit log

Every time someone on our side reveals a hidden detail about one of your clients, it is written down. That one is airtight: the system refuses to reveal the detail at all if the record cannot be written. Each entry records who did it, when, what they did in plain words, the reason they gave, and which record they opened.

Opening your account to look around is now written down too, and it is still a floor rather than a complete list. When someone on our side opens your account, that is recorded once per person per day, and you can read it on the Proof page at the bottom, under "Who else looked at your account". That record is written at the one place every request has to pass through, so opening a page directly is covered now; it was not when this article was first written.

Reading what a client said on a call is written down as well, and that line is on the Proof page next to the one above. Della keeps the written transcript of every call. When someone on our side has a transcript on their screen, that is recorded against the call it belongs to, so the Proof page can tell you how many of your calls it has happened to. Read the number as calls whose words reached us, not as calls somebody sat and studied: opening a list of a client's conversations records every transcript in that list, and on a busy client one list can account for most of the figure. We would rather the number be too cautious than too flattering.

What it still cannot see, and we would rather tell you than let you assume: a request that does not name your business specifically, anything read outside the app, direct access to the database, and one case where someone signs in with your own access token, which currently looks like you rather than like us. Treat the line as a floor, not a total. It says so on the page.

If you find an entry that does not line up with a problem you reported or something you asked for, that is grounds for ending our agreement on the spot. Tell us and we will not argue.

Breach response

If we believe your clients' details were exposed outside the companies listed above, whether that is a break-in at one of them, a bad export, or anything else:

• We tell you in writing within 24 hours of finding out.
• We tell you what was exposed, when, and how far it reached.
• We notify anyone the law requires us to notify, within the time the law allows.
• We close the hole and tell you what we changed.

The full protocol is an exhibit to your service agreement.

Anything we missed?

If you have a privacy question this article did not answer, use "Report an issue" in your workspace or email support@hellodella.com. We keep a list of the questions we get, and when the same one arrives twice we write it up here.