Privacy Policy

1 Scope and Business Overview

This Privacy Policy explains how Meridian Digital Workforce ("Meridian," "we," "us," or "our") collects, uses, discloses, stores, and protects information when a person visits meridiandigitalworkforce.com; schedules or participates in a Business Intelligence Session™ or Meridian engagement; communicates with Meridian by form, chat, email, SMS, or telephone; or purchases services.

Meridian is a consulting-first business that designs, implements, and manages Digital Workforces™ for growing businesses, with a focus on home service and service-based organizations. Our work may include Business Intelligence™, CRM implementation, workflow automation, AI Voice Receptionists, AI Employees and Digital Employees™, customer communication and scheduling workflows, knowledge repositories, implementation, quality assurance, 30-Day Hypercare™, ongoing Digital Workforce Management™, and Quarterly Business Reviews™.

This Policy applies to Meridian’s own website and operations. When Meridian processes information solely on behalf of a client through a client’s systems or Digital Workforce™, the client generally determines the purposes and means of that processing. In that context, the client’s privacy notice may also apply, and Meridian acts as a service provider or processor under the applicable agreement.

2 Information We Collect

2.1 Personal and Contact Information

We may collect names, business names, job titles, postal addresses, email addresses, telephone numbers, preferred contact methods, signatures, account identifiers, and other information used to identify or communicate with an individual.

2.2 Business, Consulting, and CRM Information

During a 60-minute Business Intelligence Session™ and throughout an engagement, we may collect business goals, operational challenges, workflows, policies, schedules, customer-service practices, call-handling procedures, lead and appointment data, staffing roles, business rules, technical requirements, system credentials or access permissions, implementation decisions, quality-assurance results, support requests, and performance information. Information may be organized in a Business Intelligence Record™, Business Transformation Proposal™, Digital Workforce Strategy™, Knowledge Repository™, Employee Personnel File™, CRM record, project plan, or related engagement deliverable.

2.3 Website, Device, Cookie, and Analytics Information

When a visitor uses the website, we and our service providers may automatically receive an Internet Protocol address, browser and device type, operating system, approximate location derived from IP address, referral and exit pages, pages viewed, links selected, time and date of access, session duration, cookie identifiers, and diagnostic or security logs.

2.4 Forms and Appointment Scheduling

The public Contact page allows a visitor or prospect to schedule a 60-minute Business Intelligence Session™ by selecting an available time through Meridian’s scheduling system. Form and booking submissions may include first and last name, business name, email address, telephone number, industry, requested date and time, time zone, notes about the business, consent selections, source page, and scheduling history. We also retain the date, time, method, and language associated with an SMS opt-in or opt-out when applicable.

2.5 AI and Website Chat Interactions

If a visitor interacts with a website chat widget, Conversation AI, or another AI-enabled experience, we may collect the conversation text, prompts, responses, attachments, contact details voluntarily submitted, timestamps, routing or escalation events, and technical metadata. Visitors should not submit Social Security numbers, full payment-card numbers, health records, government identifiers, passwords, or other highly sensitive information through chat.

2.6 AI Voice Receptionist and Telephone Interactions

Telephone and AI Voice Receptionist interactions may generate caller identification information, telephone number, call date and duration, transcript, call disposition, appointment or service request details, routing history, voicemail, and quality or performance data. Calls may be monitored, transcribed, or recorded when the applicable configuration permits it. Where notice or consent is required, Meridian or the applicable client will provide an audible or other legally sufficient notice before or during the call.

2.7 Payment Information

Payments may be processed by Stripe. Meridian may receive transaction status, amount, billing contact details, invoice identifiers, payment method type, and limited card information such as brand and last four digits. Meridian does not receive or store a complete payment-card number or card security code when Stripe processes the transaction.

2.8 Communications

We may retain emails, SMS messages, telephone call notes or recordings, voicemail, support tickets, attachments, communication preferences, delivery and error information, and related CRM history. Email interactions may also provide standard tracking information, such as whether a message was delivered or a link was selected, when enabled.

3 How We Collect Information

We collect information directly from individuals and client personnel; automatically through the website, cookies, analytics, communications, and security logs; from a client that authorizes Meridian to work with its data; from GoHighLevel, Stripe, Google Workspace, Canva, Twilio and communications carriers, scheduling tools, advertising or lead platforms, and other approved integrations; and from public or commercial business sources where lawful.

For client engagements, Meridian limits collection to information reasonably necessary for Business Intelligence™, solution design, implementation, testing, deployment, Hypercare™, support, optimization, reporting, security, and contractual or legal obligations.

4 How We Use Information

• Provide, personalize, and improve the website, Business Intelligence Sessions™, consulting, CRM, automation, AI Voice Receptionist, AI Employee, Digital Employee™, and Digital Workforce™ services.
• Understand a business’s processes, document operational knowledge, design a Digital Workforce Strategy™, configure approved systems, test workflows, complete QA Certification™, deploy solutions, and provide Hypercare™ and ongoing management.
• Respond to inquiries; schedule and administer consultations, appointments, onboarding, implementation milestones, support, and Quarterly Business Reviews™.
• Send transactional, service, support, email, telephone, and consented SMS communications.
• Process invoices and payments; maintain business, tax, accounting, and contractual records.
• Detect, prevent, and investigate fraud, misuse, security incidents, service errors, and violations of applicable terms.
• Measure website and service performance; improve workflows, knowledge resources, quality assurance, and customer experience.
• Comply with law, carrier requirements, valid process, and enforceable contractual obligations; establish, exercise, or defend legal claims.

5 AI, Digital Workforce, and Voice Processing

5.1 How AI Is Used

Meridian may use AI-enabled systems to classify or summarize requests, retrieve approved business knowledge, draft responses, route leads or calls, support scheduling, generate transcripts, assist documentation, perform structured administrative tasks, and recommend workflow actions. A Digital Workforce™ is designed around a client’s business processes, policies, approved integrations, and objectives; it is not a generic software deployment.

5.2 Human Oversight and Limitations

AI outputs may be incomplete, inaccurate, delayed, or unsuitable for a particular decision. Meridian’s methodology includes testing, quality assurance, deployment controls, and ongoing optimization, but clients remain responsible for human review where judgment, safety, legal rights, emergency response, regulated services, employment, credit, insurance, health, or other consequential matters are involved.

5.3 Client-Controlled Data

When Meridian configures a Digital Workforce™ for a client, the client determines what business and customer information is approved for the solution and is responsible for having a lawful basis to provide that information and use the configured communications. Provider handling of prompts, transcripts, and other AI data is also governed by the selected provider’s terms, privacy notice, and account settings.

6 SMS Privacy and Consent Data

SMS consent applies only to the specific Meridian program and purpose disclosed at opt-in. Consent is not transferable to another business or unrelated campaign. We use SMS information to deliver appointment confirmations and reminders, consultation scheduling, requested information, customer support, follow-up, onboarding, implementation updates, account notices, and promotional messages only when the recipient has separately consented to promotions.

Transactional and service message frequency varies. Promotional messages, when separately authorized, are limited to up to four messages per month. Message and data rates may apply. A recipient may reply STOP to opt out or HELP for help. Opt-out records are retained so Meridian can honor the request and prevent further non-exempt messages.

7 Cookies and Analytics

Cookies and similar technologies may be used for essential site operation, security, preferences, traffic measurement, form functionality, and analytics. Essential cookies support functions such as navigation, security, and form submission. Analytics cookies help Meridian understand aggregate use and improve content and performance. If advertising or cross-site tracking technologies are introduced, Meridian will provide any notice and choice required by applicable law before using them.

Most browsers allow users to block or delete cookies. Blocking essential cookies may impair website, form, booking, or chat functionality. Browser privacy controls and legally recognized opt-out preference signals will be honored when required and technically supported.

8 How We Disclose Information

Meridian may disclose information to:

• Service providers and subprocessors that host data, operate the CRM, deliver communications, process payments, provide workspace or design tools, support analytics, secure systems, or perform other functions for Meridian under appropriate restrictions.
• A Meridian client when the information concerns that client’s customers, prospects, personnel, systems, or Digital Workforce™ and disclosure is necessary to perform the engagement.
• Professional advisers, auditors, insurers, and financing parties subject to confidentiality obligations.
• Government authorities, regulators, courts, carriers, or other parties when Meridian reasonably believes disclosure is required by law, valid process, safety, fraud prevention, security, or the protection of rights.
• A successor or participant in a merger, financing, reorganization, acquisition, asset transfer, or similar transaction, subject to appropriate confidentiality and notice where required.
• Other parties at the individual’s direction or with consent.

Meridian does not sell personal information. Meridian does not share personal information for cross-context behavioral advertising as those terms are defined by the California Consumer Privacy Act. The SMS restrictions in Section 6 apply regardless of any other disclosure described in this Policy.

9 Third-Party Platforms and Integrations

Third parties process information under their own terms and privacy notices. Meridian selects and configures providers based on the engagement, available controls, functionality, security, and business requirements, but does not control each provider’s independent practices.

10 Data Storage and Security

Information may be stored in the United States and in other locations where Meridian’s or its providers’ systems operate. Meridian uses administrative, technical, and physical safeguards reasonably designed for the nature of the information, including role-based access, account authentication, least-privilege practices, encrypted transport where supported, backups, provider access controls, logging, workflow testing, and incident response procedures.

Clients must protect credentials, limit access to authorized personnel, promptly revoke access for departing personnel, and notify Meridian of suspected compromise. No Internet transmission or storage system is completely secure.

11 Data Retention

Meridian retains information only for as long as reasonably necessary for the purpose collected, the applicable client engagement, service continuity, security, dispute resolution, tax and accounting obligations, legal compliance, and enforcement of agreements. Retention varies by record type and contractual requirement.

• Website inquiries and consultation records are retained while the relationship is active and for a reasonable follow-up period.
• Client CRM, workflow, knowledge, call, transcript, and implementation data is retained according to the applicable proposal, system settings, client instructions, and legal requirements.
• Payment, invoice, and contract records are retained as required for accounting, tax, fraud prevention, and claims.
• SMS consent, opt-in, opt-out, and suppression records are retained while messaging is active and afterward as reasonably necessary to demonstrate consent and honor opt-outs.
• Backups and logs may persist for a limited period until overwritten under routine cycles.

When retention is no longer necessary, Meridian deletes, de-identifies, or securely disposes of the information, subject to technical and legal limitations.

12 Marketing Choices and Opt-Outs

A recipient may unsubscribe from marketing email through the unsubscribe link in the message or contact Meridian through the Contact page. For SMS, reply STOP to opt out and HELP for help. Opting out of marketing does not prevent necessary transaction, account, security, billing, support, or requested-service communications where permitted by law.

Meridian will not treat general acceptance of website terms, a referral, a purchased list, or submission of a telephone number by itself as consent to receive recurring promotional text messages.

13 Privacy Rights and Requests

Depending on location and applicable law, an individual may have rights to request access to, correction of, deletion of, or a portable copy of personal information; to restrict or object to certain processing; to opt out of sale, sharing, targeted advertising, or marketing; to withdraw consent; or to appeal a denied request.

Submit a request through the Contact page at meridiandigitalworkforce.com/contact. Describe the request and identify the relationship with Meridian. Meridian may verify identity and authority before responding. Authorized agents may submit requests where permitted, but Meridian may require proof of authorization and direct verification. Meridian will not discriminate against a person for exercising a privacy right.

If Meridian holds information solely for a client, the request may be directed to that client because the client controls the record. Meridian will assist the client as required by contract and law.

14 California Privacy Notice

This section supplements the rest of the Policy for California residents. It applies to Meridian only when the California Consumer Privacy Act, as amended ("CCPA"), applies to Meridian’s processing.

14.1 Categories Collected in the Preceding 12 Months

Depending on the interaction, Meridian may have collected identifiers; customer records information; commercial information; Internet or other electronic activity; approximate geolocation; audio, electronic, and visual information; professional or employment-related information; and inferences derived from business or interaction data. Sources, purposes, and recipient categories are described in Sections 2 through 9.

14.2 Sale, Sharing, and Sensitive Information

Meridian does not sell personal information and does not share personal information for cross-context behavioral advertising. Meridian does not sell or share the personal information of consumers it knows are under 16. Meridian does not use or disclose sensitive personal information to infer characteristics about an individual. Mobile information and SMS consent data are never sold or shared for third-party marketing or promotional purposes.

14.3 California Rights

Subject to legal exceptions, California residents may request to know the categories or specific pieces of personal information collected; request deletion; request correction; opt out of sale or sharing; limit certain uses of sensitive personal information; and receive equal service and pricing when exercising a right. Because Meridian does not sell or share personal information as defined by the CCPA, Meridian does not maintain a "Do Not Sell or Share My Personal Information" link. If practices change, Meridian will update this Policy and provide required controls.

Requests may be submitted through the Contact page. Meridian will confirm receipt and respond within the time required by applicable law after reasonable verification.

15 Children’s Privacy

The website and Meridian’s business services are not directed to children under 13, and Meridian does not knowingly collect personal information from a child under 13. Meridian does not knowingly use its services to send marketing communications to minors. If a parent or guardian believes a child provided information, the parent or guardian may request deletion through the Contact page.

16 International Users

Meridian is based in the United States. A person who accesses the website or communicates with Meridian from outside the United States understands that information may be transferred to, stored in, and processed in the United States and other provider locations, where privacy laws may differ. Where applicable law requires additional safeguards or rights, Meridian will apply them to the extent required.

17 Third-Party Sites and Services

The website may link to social networks, scheduling pages, payment pages, client systems, or other third-party services. A link does not mean Meridian controls or endorses the third party’s privacy practices. Information submitted directly to a third party is governed by that third party’s notice and terms.

18 Security Disclaimer and Limitation

Meridian uses reasonable safeguards but cannot guarantee that information will never be lost, misused, intercepted, or accessed without authorization. To the fullest extent permitted by law, Meridian is not liable for unauthorized access, disclosure, alteration, or destruction caused by circumstances beyond Meridian’s reasonable control, including a user’s failure to protect credentials or a third-party platform failure. This section does not limit any right or remedy that cannot lawfully be waived.

19 Changes to This Policy

Meridian may update this Policy to reflect service, technology, provider, legal, or operational changes. The updated version will be posted at meridiandigitalworkforce.com/privacy-policy with a revised effective date. If a change materially affects how information is used, Meridian will provide additional notice or request consent when required.

20 Contact Meridian

Questions, privacy requests, and complaints may be submitted through Meridian’s public Contact page: