We do not sell lead or conversation data.
Mortgage teams decide which systems and workflows to connect.
Short-lived operational records are cleaned on a defined schedule.
1. Who this policy covers
LoanWick is a product of WickLabs. This policy applies to its public website, demonstrations, customer console, and configured texting, calling, scheduling, and support features. It covers website visitors, mortgage teams, their authorized users, and information received from the systems they choose to connect.
For lead and borrower information, the customer determines why the information is processed and how the assistant is configured. LoanWick processes that information to provide the service under the customer's instructions. A customer's own privacy notice may also apply. Accepting LoanWick's account terms is not permission from a lead to receive automated calls or texts, or to have a call recorded; any required permission and notice must be handled separately.
2. Information we process
Account and user information
We process names, work email addresses, account roles, authentication identifiers, company settings, and integration configuration needed to operate and secure the console.
Lead and conversation information
When a customer connects its systems, we may process lead identifiers and contact details, assigned loan officer, pipeline and stage information, message content and delivery identifiers, replies, appointment context, opt-out state, and related workflow events. Calling features also process telephone numbers, call identifiers, timing and outcomes, live audio, transcripts, summaries, and recordings where recording is enabled. These records support the configured conversation, handoff, follow-up, quality checks, and troubleshooting.
Website, demonstrations, and support
If you submit a support request, we process the name, reply-to email, message, and topic you provide, along with technical information needed to route and protect the request. Optional AI help shares the submitted question with the provider named beside that feature. Demonstrations process the text and settings you enter to run the example; use fictional details, not real borrower information or secrets. A demonstration is not an application for credit.
Usage and technical information
We process feature usage, audit events, error records, model-token counts, and device and network information used for service delivery and security.
Billing information
We process subscription and plan information, usage totals, payment status, and, where enabled, prepaid balance and automatic-refill activity for billing. Payment-card details are collected and handled by Stripe, not stored by LoanWick.
Cookies, browser storage, and external content
The site and console use cookies and browser storage for functions such as keeping a signed-in session, remembering display preferences, and protecting password-gated demo access. Clearing or blocking this storage may sign you out or reset preferences. Some pages load fonts from Google Fonts, which receives the browser connection information needed to deliver them. If optional external chat is offered, its provider and data notice are shown before you open it. Following an external booking or application link takes you to a service governed by its own privacy notice. We use Google Analytics cookies to understand site usage and measure demo bookings (Google's privacy policy).
3. How we use information
- Provide, configure, secure, troubleshoot, and improve the service.
- Route inbound replies, maintain conversation context, carry out customer-selected workflows, and record delivery state.
- Monitor connected conversations and events, including in real time; permit limited human review when needed; and intervene to prevent errors, unsafe actions, or misuse.
- Use outcomes, corrections, and feedback to improve the customer's assistant and, in aggregated or de-identified form, the service generally.
- Authenticate users, enforce account permissions, and keep administrative audit history.
- Measure account usage, prepare invoices, prevent duplicate billing, and support customers.
- Detect misuse, investigate incidents, and meet applicable legal obligations.
We do not use customer lead data to create or sell lead lists or for unrelated advertising. We do not use raw identifiable customer conversations to train a general third-party model without separate authorization. We do not promise a human watches every conversation.
5. AI-assisted messaging
LoanWick uses an approved AI provider enabled for the account to help classify messages and prepare configured responses. Depending on the enabled configuration, relevant conversation context may be processed by OpenAI, Anthropic, xAI, or Amazon Bedrock. Under standard all-in plans, provider processing is included; a signed custom order may instead specify customer-managed credentials. Provider processing locations and terms vary; confirm your company’s approved providers and data-handling requirements before activation. AI output can be incomplete or wrong. Customers remain responsible for their workflows, representations, regulatory obligations, and appropriate human oversight.
6. Retention and deletion
We retain customer account and conversation information while it is needed to provide the service, maintain the customer's requested record, or satisfy security, billing, dispute, and legal obligations.
Short-lived operational data—such as completed job records, transient webhook records, public rate-limit buckets, and released signup claims—is subject to bounded cleanup. The default operational retention target is 30 days. Billing-delivery records and administrator audit history may be retained longer for financial integrity and security.
Expired, revoked, and consumed invitation records are also cleaned on a bounded schedule. A customer administrator may contact us to request an account export or deletion. Some information may remain in backups or be retained where law or a legitimate security or accounting need requires it.
7. Security
We use account-scoped access controls, encrypted transport, restricted service credentials, one-time invitation links, administrative audit logging, optional multi-factor authentication, and operational controls intended to limit unauthorized access and accidental duplicate actions.
No system can guarantee absolute security. Customers should protect their accounts, use unique credentials, enable multi-factor authentication for administrators, and promptly report suspected compromise.
8. Your choices and requests
Customer administrators can manage users, connected services, and assistant settings. They may ask us to stop optional conversation-based improvement and remove specified conversations and associated learning records by emailing [email protected]. We will verify the request, explain what can be removed, and identify any information retained for legal, security, billing, dispute, backup, or continuing-service needs. Removing learned context can reduce assistant performance.
Individuals may ask the mortgage team that contacted them to access, correct, or delete information, or contact us directly for help routing a request. They may also opt out of text messages using the instructions provided in the conversation. The mortgage team controls the underlying relationship and source CRM records, so a LoanWick deletion does not automatically delete the team's original record.
Depending on where you live, privacy law may provide additional rights. Email us at [email protected] with the relevant company name and enough detail to route the request; do not send sensitive borrower documents by ordinary email. We may need to verify identity before acting.
9. Processing location
The service and its providers may process information in the United States and other locations where they operate. Where required, customers should ensure that appropriate contractual and transfer safeguards are in place.
10. Changes to this policy
We may update this policy as the product or applicable requirements change. We will post the revised version here and update the date above. Material changes may also be communicated through the console or by email.
11. Contact
Questions, privacy requests, or security reports can be sent to [email protected] or mailed to WickLabs, 36 Executive Park, Suite 200, Irvine, CA 92614.
This policy describes the current product design and is not a substitute for a customer's own privacy notice or legal advice.