Privacy, built in from day one.

Who we are

Lobbee is a software platform for dental practices, operated by KIWI Agency, a company organized in Wyoming, USA ("Lobbee", "we", "us"). Lobbee is available at app.lobbee.online and through the booking pages, forms, payment pages and chat that practices share with their patients.

This policy covers:

• Practice users: dentists, office managers and staff who sign in to Lobbee.
• Patients and visitors: people who book, fill in a form, pay, or message a practice that uses Lobbee, including through the practice's Facebook Page or Instagram account.
• Website visitors: people who visit lobbee.online.

Our role and the practice's role

When you are a patient, the dental practice decides what information it collects about you and why. Lobbee processes that information on the practice's behalf and under its instructions, to provide the services the practice uses.

Where the practice is a covered entity under the U.S. Health Insurance Portability and Accountability Act (HIPAA), Lobbee acts as its business associate. We handle protected health information only as our agreements with the practice and HIPAA allow.

Information we collect

From practice users

• Name, work email, phone, role, office and permissions.
• Sign-in and security data: password (stored only as a hash), two-factor settings, trusted devices, session activity and an audit log of actions taken in Lobbee.
• Practice details: office names, addresses, hours, providers, settings and connected accounts.

About patients, on behalf of practices

• From the practice's management software (such as Open Dental), through a connection the practice sets up: contact details, appointments, treatment and procedure records, insurance and claims, balances and payments, recalls and referral sources.
• From you: what you type in a booking page, form, payment page or chat, including any signature, attachments or health history you choose to share.
• Messages: texts (SMS), emails, website chat and messages you send to the practice's Facebook Page or Instagram account, plus the replies.
• Payments: amount, status and card brand and last four digits. Full card numbers are entered directly with our payment processor, Stripe, and never stored by Lobbee.

Technical information

• IP address, browser and device type, pages requested and timestamps, used for security, fraud prevention and troubleshooting.
• A small number of cookies and browser storage items, described in our Cookie Policy.

How we use information

• To provide Lobbee to practices: inbox and replies, scheduling and online booking, forms, payments and care plans, reminders and campaigns, worklists and analytics.
• To send messages the practice asks us to send, such as appointment confirmations, reminders and replies to your questions.
• To keep accounts secure, prevent abuse and fraud, and keep an audit trail.
• To support practices, fix problems and improve how Lobbee works.
• To meet legal obligations and enforce our agreements.

We do not sell personal information, share it for cross-context behavioral advertising, or use patient information to market our own products.

AI features

Some Lobbee features use artificial intelligence, provided by Anthropic, to draft or send replies to messages, summarize information and suggest next steps for the practice's team.

• AI only receives the information needed for the task in front of it.
• AI that talks to the public, such as the chat, Facebook and Instagram assistant, is instructed not to reveal patient information, and every reply is checked before it is sent.
• Practice staff can see every conversation, turn the AI off and take over at any time.
• Our AI provider processes data under commercial terms that do not allow it to train its models on that data.

Facebook Messenger and Instagram

A practice can connect its Facebook Page and Instagram professional account to Lobbee so its team can answer messages in one inbox. When you message a connected Page or account, Meta sends Lobbee:

• The ID Meta assigns to you for that Page or account, and your public name and profile picture when Meta provides them.
• The content of your messages and any attachments, with timestamps.

We use this information only to show the conversation to the practice and to reply to you, either by a staff member or by the practice's AI assistant. We do not use it for advertising, do not sell it, and do not share it except with the service providers needed to deliver the reply. If you give your phone number or email in the conversation, the practice may match it to your patient record.

We keep these conversations while the practice uses Lobbee, or until you or the practice ask us to delete them. See Data deletion.

Text messages and email

• Practices send texts and emails through Lobbee using our providers (Twilio for SMS, Resend for email).
• Mobile numbers and SMS consent are never shared with third parties or affiliates for their marketing purposes.
• Reply STOP to any text to stop marketing texts from that practice, and START to resume. Every marketing email includes an unsubscribe link.
• Message and data rates may apply. Message frequency varies.

Who we share information with

We share information only with the practice you deal with, and with service providers that help us run Lobbee under contracts that limit how they can use it:

We may also disclose information if the law requires it, to protect the rights, safety or property of patients, practices or Lobbee, or as part of a merger or acquisition, in which case this policy will continue to apply to the information.

How long we keep information

We keep information for as long as the practice uses Lobbee and as needed to provide the service. When a practice closes its account, we delete or return its data according to our agreement with it, except where we must keep certain records longer by law, such as payment and audit records.

How we protect information

• All traffic is encrypted with TLS (HTTPS).
• Sensitive fields and connection keys are encrypted in the database.
• Two-factor authentication is required for every practice user, sessions time out when idle, and access follows each user's role and offices.
• Sign-ins and important actions are recorded in an audit log the practice can review.
• Servers accept web traffic only through our protected network, and the database is backed up before every update.

No system is perfectly secure. If we learn of a breach affecting your information, we will notify the practice and, where required, you and the authorities.

Your rights and choices

Depending on where you live, you may have the right to access, correct, delete or get a copy of your personal information, to object to or limit certain uses, and to not be discriminated against for using these rights.

• Patients: contact the practice, or email us and we will forward your request to the practice and help it respond.
• Practice users and website visitors: email [email protected].

We will verify your request and answer within the time the law requires, usually within 30 days.

Data deletion

You can ask us to delete the information Lobbee holds about you, including Facebook Messenger and Instagram conversations:

1. Email [email protected] with the subject "Data deletion request".
2. Tell us which practice you contacted and how: your name, plus the phone number, email, or Facebook or Instagram name you used.
3. We confirm the request within 2 business days, verify it with you and the practice, and delete the data within 30 days. We'll email you when it's done.

Some records may be kept where the law requires it, for example dental or payment records the practice must retain. In that case we'll tell you what was kept and why.

Children

Lobbee is used by practices, not by children. A practice may hold information about minor patients, provided by a parent or guardian, which it controls. We do not knowingly collect information directly from children under 13 through our website.

International transfers

Lobbee is operated from the United States, and our providers may process information in other countries. Where we do, we use contractual and technical safeguards to protect it.

Changes to this policy

We may update this policy as Lobbee evolves. We'll change the "Last updated" date above and, for significant changes, notify practices in Lobbee or by email before they take effect.

Contact us

KIWI Agency, operator of Lobbee, Wyoming, USA.