Privacy Policy

This policy applies to information Refervia LLC ("Refervia," "we," or "us") collects through the Refervia website, web app, and related communications.

For client and contact information that users submit into referral workflows, Refervia generally processes that information on behalf of, and at the direction of, the user or organization that submitted it. That user or organization is responsible for giving its clients any required notices and obtaining any required consents.

We collect information you provide, information created as you use referral workflows, and technical information from your device.

Account information

• Name, email, and phone number.
• Your date of birth, if you add it in Settings so our support team can confirm it's you. We keep it only as a scrambled (hashed) code, not as the date itself, and never show or share it.
• Company, agency, or brokerage details.
• Role or persona you select.
• Authentication information. If you sign in with Google, we receive basic profile details such as your name, email address, and profile photo from Google.

Professional profile

• License state, license type, and license number if you provide them, and the result of any license check you request.
• Insurance focus, real estate focus, service areas, and specialty tags.
• Profile photo or company logo you upload.

Referral workflow information

• Referral details, client or contact details, property or coverage context you submit.
• Timeline notes, status updates, partner notes, labels, and messages between users, including photos and the phone number or email you choose to share in a conversation.

You are responsible for having proper authorization and consent to submit client or contact information into Refervia.

Invites

• Invitee name and email, inviter information, invite status, and organization invite details.

Support

• Support tickets, chat assistant conversations, live chats with our support team, and other messages you send us.
• Our support team includes AI agents, and they say so. They help with live chats and tickets as described in AI and Your Permission below. To answer questions about your account, they can see its details (such as your plan, usage, referrals, partners, and team) once it's confirmed to be you: by your sign-in, or in a website chat by your email, date of birth, and phone number. What you enter to confirm it's you is checked and not saved with the chat.

Reports and blocks

• If you report a member: who you reported, why, your note, and a copy of what you reported as it was at that moment (for a referral, only the client's first name). We use it to review the report and act on it, and we don't tell the member who reported them.
• If you block a member: who you blocked and when, so the block works. We don't tell them.

Calls and text messages

• If you call or text Refervia's business line, or we call you: your phone number, when the call happened and how long it lasted, the recording of the call (calls on the line are recorded, and you hear that at the start), its transcript and an AI summary, voicemails and their transcripts, and the text messages.
• Calls we place from our office start with a notice that the call may be recorded. We record the call, transcribe both sides as it happens, and keep the recording, the transcript, and an AI summary with our notes about you.
• If you use a Refervia Line, or you call a member's Refervia Line: the phone numbers on the call, when it happened and how long it lasted, the recording, the transcript, and, if the member turned on AI write-ups, the summary and referral details the AI draws from it. Every Line call starts by saying it is recorded and transcribed.
• Refervia Lines are for calls only: no texts are sent or received through a Line. A text sent to a Line number doesn't reach the member, and we don't add it to Refervia or use it, though our phone provider (Twilio) may keep its own record of it, including what it said.
• When a member taps Text next to a phone number in Refervia, their own phone's messaging app opens with the number filled in. That text goes from the member's own phone and mobile carrier, not through Refervia, and Refervia never sees it.

Billing

• Stripe processes payment data as our payment processor. Refervia may store subscription status, plan, billing customer ID, and invoice metadata. Refervia does not store full card numbers.

Usage and device data

• IP address, browser and device information, approximate location (city and state or country, worked out from the IP address), pages visited, referring links and campaign tags (including an ad click's ID when you came from a Facebook or Instagram ad), log data, error reports, and analytics events.
• If you scan a Refervia QR code, such as the one on a business card: when you scanned it, the kind of device, and that approximate location. We keep a one-way code made from your connection to count repeat scans, not your IP address.

Cookies: we use cookies and similar technologies as described in our Cookie Policy.

We use information to run and improve Refervia, including to:

• Create and manage accounts and organization memberships.
• Process invites and create Trusted Partner connections.
• Enable referral workflows, the Team Referral Queue, Partner Quality Signals, the Partner Network, branded referral links, and messaging.
• Run license checks you request.
• Send notifications, service messages, and support responses, and confirm it's you before our support team discusses your account.
• Help answer live chats and support tickets with our AI support team, and write up Refervia Line calls with AI, as described in AI and Your Permission.
• Answer, record, transcribe, and summarize calls, reply to text messages you send us or ask for, and turn a call to a member's Refervia Line into a referral draft on that member's Referral Desk.
• Process subscriptions and billing.
• Measure, debug, and improve performance.
• Detect, prevent, and respond to fraud, abuse, and security issues, including reviewing reports, enforcing our Acceptable Use Policy, and making blocks and our word filter work.
• Send product updates and occasional marketing or reminder messages, including a reminder about a plan you started but did not finish. You can opt out of marketing and reminder messages at any time.
• Measure the performance of our advertising.
• Comply with legal obligations and enforce our agreements.

Refervia shares information only as needed to make referral coordination work and to run the platform. We share information:

• With Trusted Partners as part of the handoff workflows you take part in.
• With organization owners, admins, and team members within your organization.
• With invited users once they accept an invite.
• With other Refervia members through your Partner Network listing, if you are listed, and with anyone who visits your branded referral link, as described in Partner Network Listing and Branded Referral Links below.
• With service providers that process information for us, such as Supabase (database, authentication, and real-time delivery), Vercel (hosting), Google (sign-in), Stripe (payments), Twilio (calls, call recording and transcription for Refervia Lines and our office calls), Quo (our business phone line), Anthropic (AI that summarizes calls to and from our office and, as described in AI and Your Permission, powers our AI support team and the Refervia Line's AI write-ups), email delivery providers, error monitoring, analytics, and license data sources used for checks you request.
• With advertising and measurement partners, specifically Meta (Facebook), to measure how our ads perform. When you take a key action such as creating an account, we may share a hashed version of your email address and limited event details with Meta through its pixel and Conversions API. We do not share your name, your referral contents, or any client information for advertising.
• When legally required, such as to comply with a valid legal request, or to protect the rights, safety, and property of Refervia, our users, or others.
• In connection with a merger, acquisition, financing, or sale of assets, subject to standard confidentiality protections.
• With your consent or at your direction.

We do not sell personal information for money. See Your Privacy Choices for how to opt out of advertising measurement that some state laws treat as a sale or sharing.

Some Refervia features use AI from Anthropic, an AI company. Before your information goes to Anthropic for one of them, we tell you what goes and ask for your permission. You can say no, Refervia keeps working without it, and you can change your answer at any time.

Live chat with our AI support team

• Jeff, Nina, and Andre are Refervia's AI support team. They are AI, not people, and they say so. Their replies are checked before you see them, by another AI agent, Diane, or by a person on our team, and anything they can't answer goes to a person on our team.
• Before a live chat starts, a screen tells you what goes to Anthropic and asks you to choose Agree and chat or Email a person instead. If you choose to email a person, no chat starts, and a person on our team answers the request you send.
• If you agree, Refervia sends Anthropic what you type in the chat, what you asked our assistant before it, the name and email you give, and the page you were on. Once the chat confirms the account is yours (by your sign-in, or by the verify form in a website chat), it also sends your account details: your name, line of work, and team, when you joined, your plan with its price and billing dates, how many referrals and partners you have, your recent referrals (each client's first name and last initial, the partner, the type, and the status), your recent partners' names and companies, and your recent support requests. Your account details never include your password, card details, date of birth, or your clients' emails or phone numbers.
• If you're signed in, your answer is saved with your account, so you aren't asked before every chat. If you're not signed in, the screen asks each time.

Support tickets

• Our ticket forms have a box, unticked until you tick it, to let our AI support team help answer. If you tick it, the team reads your ticket (and, if you're signed in, your account details as described above) to write a reply, and anything they can't answer goes to a person. If you leave it unticked, only people on our team read your ticket. A request you send after choosing Email a person instead, and requests about a deleted account or a suspension appeal, are always read by a person.
• Some conversations start with an email from Refervia Support, sent after you asked on our website for a demo or to hear from our team, or left your email in our website chat. If you reply to that email, your reply becomes a support ticket, and our AI support team may help answer it, using what you wrote and what you told us on the website. They say they're AI, and anything they can't answer goes to a person.

Refervia Line

• A member's Refervia Line writes up a call with AI only after the member turns on AI write-ups in the Line's settings. For a team line, the team's owner or an admin decides for the whole team.
• With AI write-ups on, when a call ends Refervia sends Anthropic the call's transcript, the member's or team's name and line of work, the names and companies of their trusted partners, and who called (a partner's or client's name, or the number). Without them, nothing from the call goes to Anthropic: the call is recorded, transcribed, and kept as described above, and the draft (or, for a team line, the referral in the Team Referral Queue) holds what was said.
• People who call a Line hear at the start that the call is recorded and transcribed. Whether the AI writes it up is the member's choice for their own Line.

What Anthropic does with it

• Anthropic processes this information to write the replies and write-ups for us, under its commercial terms and data processing addendum. Those terms say Anthropic may not train its models on it and must keep it confidential. Anthropic deletes it within 30 days, unless it's flagged under Anthropic's usage policy (then it may be kept up to 2 years) or the law requires keeping it longer.
• What the AI writes stays in Refervia with the rest of your support conversations and calls, as described in Data Retention.

Changing your answer

• Open Settings, then AI permission, to see what you've agreed to and when, and to agree or withdraw. You can also turn AI write-ups on or off in the Refervia Line's settings.
• When you withdraw, we stop sending your information to Anthropic for that feature: live chats ask you first again, our AI support team stops working on tickets where you ticked the box (a person answers them), and Line calls are kept with what was said instead of an AI write-up. Withdrawing doesn't undo what was already sent.

We use your mobile number to run your account and the features you use, and we text you only when you have asked us to. How our texts work, including how to stop them, is in Text Messages in our Email & Communications Policy.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent are excluded from all of the sharing described in this policy and will not be shared with any third parties.

When you submit information about a client, prospect, or other third party, you confirm that you have the permission and authority to share it with Refervia and with the partners involved in the referral, and that you have given any notice the law requires.

Refervia is not designed to store sensitive information such as Social Security numbers, financial account numbers, government ID numbers, or health information, including protected health information. Do not submit it.

If a client asks you to delete or correct their information, you can update or remove it in your account. If you need help, contact us.

Private labels and notes are visible to the user or organization that created them, depending on your settings. They are internal relationship management tools intended to help you organize your own partner relationships.

Partner Network listing

The Partner Network lets Refervia members find each other and request to connect. You're listed once you save your Partner Network profile (a brokerage or agency, once its company profile is saved). Your listing is shown to other Refervia members and includes your photo or logo, name (for a brokerage or agency, the company name and team size), profession, company, location, preferred areas, lines of business, short bio, and Verified badge if you have one.

Your listing shows positive activity only, such as being active this month, being a fast responder, or the number of handoffs completed with partners on Refervia in the last 12 months (for a brokerage or agency, by its team). It never shows negative activity, the private labels or notes other users keep about you, your license number, or any referral or client details.

You can hide your listing at any time by turning off Show me in the Partner Network in Settings > Profile, or by choosing Hide me on the Partner Network page. When you send a request to connect, the other member sees your listing and any note you add. If they choose Not now, you are not notified.

Branded referral links

On plans that include a branded referral link (for example, refervia.com/r/yourname), anyone with your link can see your public card, which shows your name, photo or logo, and basic professional profile details, and a form for sending you a referral.

What a sender submits on that form, including the client details they enter and their own contact details, goes to you: it is delivered to your Refervia account as a referral, and we notify you in the app and by email. We process those submissions on your behalf, as described in Scope of This Policy. Senders are responsible for having permission to share the client information they submit.

Your link page first asks who is sending: a client or friend of yours, a real estate, mortgage or insurance professional, or another business.

Real estate, mortgage and insurance professionals send from a Refervia account: on your link page they log in, or create a free account, to send. We check whether the email they enter already belongs to a Refervia account so we can ask them to log in instead; we never show that account's details on the page. A professional who sends you a referral this way becomes your Trusted Partner once their email is confirmed, unless you have paused them or marked them Do Not Route.

Your clients and friends, and businesses we don't offer accounts for, such as a car dealer (listed as Another business), send without an account. They give their name, their email and, for a business, their line of work, and confirm their email with a one-time code we email them. We then keep that device confirmed for up to 180 days with a cookie that holds a random token (we store only a scrambled version of it), so they can send again without a new code. Their name, email, line of work and referrals go to you. A business is added to your Trusted Partners as a contact; a client or friend is not. They can sign the device out at any time with Not you? on the link page.

We keep information for as long as needed to provide the Service, meet legal, tax, and accounting obligations, resolve disputes, prevent abuse, and enforce our agreements.

In general, we retain account and referral information while your account is active. When you delete your account, or we close it, the account's data is deleted right away as described in Deleting Your Account below. When other information is no longer needed, we take steps to delete or de-identify it. Copies may remain in routine backups for a limited time before they are overwritten.

Information you shared with partners or an organization may remain in their accounts after you leave, because it is part of their records too.

Refervia Line call recordings are deleted 90 days after the call. Their transcripts and summaries stay with the call, and with any referral made from it, until the member deletes them or the account is deleted.

A report is kept until the account it is about is deleted. If you delete your own account, reports you sent stay, without your name, so we can still act on them. A block is kept until you undo it or either account is deleted.

You can delete your account at any time in your dashboard under Settings, Delete account. After two confirmation steps the account is deleted right away, and we email you a confirmation.

What we delete: your profile and sign-in, your Trusted Partners list and connections, the referrals you sent and their history, your messages, your support conversations, your team workspace if you own one, your notification and email settings, and lead or contact records we hold about you.

What may remain:

• Referrals other users sent you stay in their accounts, because they own those client records. The link to you is removed.
• Copies in routine backups, until they are overwritten on our normal schedule.
• Reports you sent about other members, without your name, until the accounts they are about are deleted.
• A minimal deletion record: a one-way hash of your email address, the date, whether you or Refervia started the deletion, and the reason. It does not contain your name or any account content. We keep it so we can answer questions about the deletion and review disputes.
• If you unsubscribed from our emails, your address stays on our suppression list so we do not email you again.
• Information we must keep by law.

Deleted data cannot be restored. If you want to use Refervia again, you can create a new account. If Refervia closes an account under our Terms of Service, the same deletion applies. A suspended account is not deleted: its data is kept as it is until the suspension ends or the account is closed.

You can view and update most account and profile information in your dashboard settings, and you can delete your account yourself under Settings, Delete account. To request a copy of your information, a correction, or deletion of personal information, email operations@refervia.com from the email address on your account.

We will verify your request before acting on it and respond within the time required by applicable law. We may keep certain information where the law allows or requires, for example to complete a transaction, meet legal obligations, resolve disputes, or prevent fraud.

If you are a member of an organization, some requests about organization workspace data may need to go through your organization's owner or admin.

We are building Refervia with security and privacy in mind as we grow. We use reasonable administrative, technical, and organizational safeguards designed to protect information, including access controls on the data you store.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for keeping your login credentials safe. If we learn of a security incident affecting your personal information, we will notify you as required by applicable law.

Refervia does not currently hold formal security or privacy certifications, and nothing in this policy should be read as such a claim.

You can:

• Access and update your information in your account.
• Hide your Partner Network listing anytime in Settings > Profile.
• Give or withdraw permission for our AI features anytime in Settings > AI permission, as described in AI and Your Permission.
• Manage notification preferences and unsubscribe from marketing emails using the link in any marketing email.
• Request access, correction, export, or deletion of your information.
• Decline non-essential cookies through our cookie banner and your browser settings.
• Opt out of advertising measurement as described in Your Privacy Choices.

Refervia is a professional tool for adults. It is not intended for anyone under 18, and we do not knowingly collect personal information from children. If you believe a minor has provided us information, contact operations@refervia.com and we will delete it.

Depending on where you live, including California, Colorado, Connecticut, Virginia, Utah, Texas, Oregon, and other states with consumer privacy laws, you may have some or all of these rights, subject to exceptions:

• To know or access the personal information we have about you, and to receive a portable copy.
• To correct inaccurate personal information.
• To delete personal information.
• To opt out of the sale or sharing of personal information, or of targeted advertising.
• To appeal our decision on your request.
• Not to be discriminated against for exercising these rights.

We do not sell personal information for money and do not knowingly sell or share the personal information of anyone under 16. We do not use sensitive personal information to infer characteristics about you.

To exercise these rights, email operations@refervia.com or visit Your Privacy Choices. You may use an authorized agent, and we may ask the agent for proof of authorization and ask you to verify your identity. Some of these laws apply only to businesses that meet certain thresholds, and some rights may not apply to information you submit in a professional capacity.

Refervia is operated from the United States and is intended for U.S. professionals. If you use it from another region, your information will be processed in the United States, where privacy laws may differ from those where you live.

We may update this Privacy Policy from time to time. When we make material changes, we will update the "Last updated" date and provide notice where required.

Questions about this Privacy Policy? Contact us at operations@refervia.com.

Mailing address: Refervia LLC, 1700 Northside Drive NW, Suite A7 PMB 1140, Atlanta, GA 30318, United States.