LoanFlo is a mortgage-focused CRM and automation platform. Our goal is to help mortgage teams organize leads, manage communications, process documents, and automate follow-up workflows with AI assistance.

1. Scope

This Privacy Policy applies to information we collect when you visit the LoanFlo marketing site, request a demo, contact us, join a waitlist, or use LoanFlo products and services. It also covers information processed through mortgage workflows, borrower communications, document handling, and AI-assisted CRM features where applicable.

2. Information We Collect

Information you provide directly

Name, work email, phone number, company, and role
Demo request, consultation, or contact form submissions
Messages you send to our team by email, form, or other channels
Account and workspace information if you use LoanFlo products
Files, notes, or documents uploaded into LoanFlo workflows

Information we collect automatically

IP address, browser type, device information, and operating system
Site usage data such as pages viewed, clicks, and session activity
Cookies, analytics identifiers, and similar tracking technologies
System logs, performance metrics, and security-related event data

Information processed in LoanFlo workflows

Lead and borrower contact details
Conversation history, call recordings, transcripts, and message logs
Document content, extracted document fields, and workflow metadata
Task status, pipeline activity, and follow-up history
Configuration data for automation, routing, and CRM actions

3. How We Use Information

Provide the service: operate the marketing site, onboard customers, and support LoanFlo product features.

Run mortgage workflows: organize leads, process documents, route tasks, and automate follow-up.

Communicate with you: respond to inquiries, schedule demos, send product updates, and provide support.

Improve and secure LoanFlo: analyze usage, troubleshoot issues, monitor abuse, and strengthen system performance and security.

Comply with legal obligations: meet regulatory, contractual, recordkeeping, and law-enforcement response obligations where applicable.

4. When We Share Information

We do not sell or share mobile or personal data with third parties, affiliates, or partners for marketing or promotional purposes. Under no circumstances will mobile data be shared or sold for advertising or promotional use. We may share information in the following situations:

With vendors and service providers that help us host, secure, analyze, or operate LoanFlo
With communications, messaging, calling, or document-processing providers used to deliver product features
With integrations or connected systems you authorize within LoanFlo
With professional advisors, auditors, or transaction counterparties as part of business operations
When required to comply with law, enforce our rights, or protect users and the public

5. Voice and Call Data Privacy

When you use our AI Phone Agent services, we collect and process voice data as described below:

⚠️ Voice Data Collection and Transcription

Call Transcription: All phone calls made through our AI Phone Agent service are automatically transcribed. Transcriptions are stored for quality assurance, training, compliance, and service improvement purposes.

Voice Biometric Data: Voice recordings may constitute biometric data under certain privacy laws (including Illinois BIPA, GDPR, CCPA). We process voice characteristics for transcription and AI response purposes, but do not use voice data for biometric identification or authentication of individuals.

Call Metadata: We collect call metadata including phone numbers, call duration, timestamps, call direction (inbound/outbound), and caller ID information for operational and billing purposes.

Voice Data Retention and Deletion

Voice data is retained only as long as necessary to operate the service, maintain records, comply with legal obligations, resolve disputes, and protect the platform, subject to customer configuration and applicable law.

Third-Party Voice Processing

We use third-party service providers for telecommunications infrastructure and voice transcription services. These providers process voice data on our behalf and are bound by contractual obligations to protect your data.

Your Consent Obligations: You are responsible for obtaining necessary consent from call participants for recording, as required by applicable laws in your jurisdiction (including two-party consent states).

6. Calls, Texts, and AI-Assisted Communications

LoanFlo may support call, text, voicemail, transcript, and AI-assisted communication features. If those features are enabled, conversation data may be recorded, transcribed, summarized, routed, and stored within workflow history.

Communications Compliance

Customers are responsible for complying with applicable calling, texting, consent, and recording laws, including borrower notice, opt-out handling, and outreach restrictions that apply to their use case.

7. Cookies and Analytics

We use cookies, analytics tools, and similar technologies to understand how visitors use the site, improve performance, and measure marketing activity. You can manage cookies through your browser controls and any consent tools we make available on the site.

8. Data Retention

We keep information for as long as needed to operate the service, maintain records, resolve disputes, enforce agreements, meet legal obligations, and protect the platform. Retention periods vary depending on the type of data, account relationship, product configuration, and legal requirements.

9. Security

We use administrative, technical, and organizational safeguards intended to protect information from unauthorized access, loss, misuse, or disclosure. No system is perfectly secure, but we work to maintain reasonable security controls appropriate to the sensitivity of the data we process.

10. Your Rights and Choices

Depending on where you are located, you may have rights to request access, correction, deletion, or portability of personal information, or to object to certain processing. You may also opt out of marketing communications by using the unsubscribe mechanism in those messages or by contacting us.

To make a privacy request, contact us at omar@loanflo.ai.

11. Children's Privacy

Our services are not intended for children under 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

12. Contact

If you have questions about this Privacy Policy or how LoanFlo handles information, contact us at omar@loanflo.ai.