Privacy Policy

1. Controller and processor

LlamaDoc is used by medical clinics and healthcare providers ("the Clinic"). In relation to the personal data of patients and callers, the Clinic is the Data Controller and Dancing Atom S.L. acts as Data Processor under Article 28 of the General Data Protection Regulation (GDPR).

In relation to clinic staff who contract and sign into LlamaDoc, Dancing Atom S.L. acts as its own controller for account, billing and support purposes.

2. Personal data we process

As part of providing the service, we process the following categories of personal data:

• Phone numbers of callers to the clinic
• Patient names (when provided by the caller)
• Appointment details (non-clinical reason for the call, date, time, provider, specialty)
• Call duration, date, time and — when configured by the Clinic — audio recording or transcript
• SMS, WhatsApp and email confirmation and reminder messages
• Clinic staff contact and account data (panel users)
• Technical data (IP address, user-agent, panel access logs)

3. Purposes and legal bases

We process the above data for the following purposes and legal bases:

• Providing the AI reception and appointment-booking service — performance of the contract with the Clinic (Art. 6(1)(b) GDPR) and the data-processing agreement with the Clinic.
• Sending SMS, WhatsApp and email confirmations and reminders — contract performance and the legitimate interest of the Clinic and the patient in receiving the information.
• Service improvement, quality monitoring and troubleshooting — legitimate interest (Art. 6(1)(f) GDPR) with data-minimisation and pseudonymisation safeguards.
• Clinic-staff account management, billing and support — contract performance (Art. 6(1)(b)) and legal obligations (Art. 6(1)(c)) for accounting and tax retention.

4. Transparency about the use of AI

LlamaDoc is an AI assistant. At the start of every call, the system clearly identifies itself as artificial intelligence and not as a human, in line with good practice and applicable guidance (including the EU AI Act).

The caller can ask to speak with a human at any time; the call is then transferred to clinic staff according to the Clinic’s configuration.

5. Data location and storage

Data is stored on servers located in the European Union (Supabase EU and infrastructure providers with EU data centres). We do not generally transfer data outside the European Economic Area. If this ever becomes necessary, appropriate safeguards under the GDPR (standard contractual clauses or adequacy decisions) will apply.

6. Retention periods

Data is retained for the time needed to provide the service and, in any case, for the periods established by the Clinic as Data Controller. Default retention periods are:

• Call logs and operational metadata: 12 months from the call.
• Recordings and transcripts (when enabled): 90 days, unless the Clinic instructs otherwise.
• Confirmation and reminder messages: 12 months.
• Account and billing data: for the duration of the contract and any legally required retention periods for tax and accounting (up to 6 years).

On termination of the contract with the Clinic, data is returned or securely deleted as set out in the Data Processing Agreement (DPA).

7. Recipients and sub-processors

We only share data with service providers that help us deliver the service, under confidentiality and processing agreements compliant with the GDPR. Key sub-processors include:

• Supabase (Ireland, EU) — database and storage.
• Telnyx / LiveKit — voice transport and telephony.
• OpenRouter — language model routing for conversation processing, with no reuse for training.
• Google (Gemini Live API) — real-time voice AI model powering the virtual receptionist (audio processed in real-time, not stored).
• WhatsApp (messaging) and Telnyx SMS — reminder delivery.
• Stripe — billing (clinic-customer data only; never patient data).
• PostHog — product analytics (clinic user behaviour only; no patient data).

The full and up-to-date list of sub-processors is available in the DPA or on request at [email protected].

8. Data subject rights

As a data subject (patient, caller or staff member) you have the following rights:

• Access to the personal data we hold about you.
• Rectification of inaccurate or incomplete data.
• Erasure ("right to be forgotten") where applicable.
• Objection to or restriction of processing.
• Data portability in a structured, commonly-used format.
• Withdrawal of consent where processing is based on it.
• Lodging a complaint with the Spanish Data Protection Agency (www.aepd.es) if you consider that your rights have not been respected.

Because the Clinic is the Data Controller, patient requests should be addressed primarily to the Clinic. If you contact us directly, we will forward your request to the relevant Clinic or help you exercise your rights. Write to [email protected] with suitable identification so that we can verify your identity.

9. Security

We apply technical and organisational measures appropriate to the risk of processing, including: encryption in transit (TLS 1.2+), encryption at rest, Row Level Security in the database, role-based access control, audit logging, encrypted backups and regular security reviews.

10. Minors

LlamaDoc is not directed at children under 14. When a minor under 14 calls a clinic, we assume the call is made with parental or guardian consent. The Clinic, as Data Controller, is responsible for verifying the patient relationship.

11. Changes to this policy

We may update this policy. Updated versions will be posted on this page with their last-modified date. Material changes will be notified to customers by email.

12. Contact

For any data-protection enquiry, please contact us at: