Chatbot Privacy Policy

Effective Date: 04/01/2026

This Chatbot Privacy Policy describes how Lemnis (“Company,” “we,” “us,” or “our”) collects, uses, and shares Personal Information from and about individuals (“Users,” “you,” or “your”) who interact with Company-powered chatbot and messaging services (the “Service”) on behalf of colleges, universities, and organizations that use the Company platform (our “Partners”). Mainstay is a division of Lemnis, a nonprofit corporation.

Scope of This Policy

This Chatbot Privacy Policy applies specifically to interactions with Company-powered chatbot and messaging services, including:

SMS text messaging
Web-based chat interfaces
Mobile messaging channels
Other conversational interfaces

This policy does not apply to our websites or general platform usage, which are governed by our Privacy Policy.

This Chatbot Privacy Policy explains what information we collect, how we use and share it, and your choices. It is incorporated into and forms part of our applicable Terms of Use.

By interacting with the Service, you agree to the practices described in this Chatbot Privacy Policy.

1. Personal Information We Collect

We may collect information that identifies, relates to, or could reasonably be linked to you (“Personal Information”).

1.1 Information You Provide in Conversations

We collect Personal Information that you provide when interacting with the Service, including when you:

Send or receive messages
Respond to prompts
Ask questions or request assistance

This may include:

Name
Email address
Phone number
Information you choose to share in conversation

The Service may request basic contact or contextual information to support your experience. Any additional information you choose to share is voluntary.

Because the Service is conversational, you may choose to share sensitive or personal information. We encourage you to use discretion when sharing information.

1.2 Information Provided by Partners

Our Partners may provide us with information about you to support your experience, including:

Enrollment or participation status
Program or application information
Engagement or communication history

We use this information to personalize interactions and provide relevant guidance.

1.3 Information Collected Automatically

We and our service providers may automatically collect certain information related to your use of the Service, including:

Device identifiers and IP address
Message timestamps and interaction patterns
Communication channel (e.g., SMS, web chat)
General usage analytics

We may also infer approximate location (such as city or region) from your IP address.

1.4 Cookies and Similar Technologies

When the Service is accessed through a web interface, we may use cookies or similar technologies to:

Maintain session continuity
Improve performance
Understand usage patterns

These technologies may be provided by analytics or service providers such as Google Analytics, HubSpot, or similar tools.

You may control cookies through your browser settings or, where applicable, through consent tools.

2. How We Use Your Information

We may use Personal Information to:

Facilitate conversations between you and your institution
Provide timely, relevant, and personalized responses
Respond to your questions and requests
Improve the quality and effectiveness of the Service
Support Partner workflows and follow-up actions
Analyze usage and engagement trends
Maintain the safety, integrity, and reliability of the Service
Comply with legal obligations

We may also use aggregated or de-identified information to improve our Services.

We do not sell Personal Information in exchange for monetary compensation.

3. How We Share Information

We may share Personal Information as follows:

With Your Institution (Partner)

Your messages and related data may be shared with the organization you are interacting with so they can support you and follow up as needed.

Service Providers

We share information with vendors that support the operation of the Service (such as messaging providers, hosting providers, and analytics tools), subject to appropriate safeguards.

Organizational Affiliates

We may share information with Lemnis and affiliated organizations supporting our nonprofit mission, consistent with this policy.

Legal and Safety Reasons

We may disclose information where necessary to:

Comply with applicable law or legal process
Protect rights, safety, or security
Prevent fraud, misuse, or harm

With Your Consent

We may share information with third parties where you have provided consent.

We may also share aggregated or de-identified information that does not identify you.

4. Use of Conversations

Conversations with the chatbot may be reviewed, analyzed, or processed to:

Improve response quality and accuracy
Train and refine system performance
Identify common questions or needs
Support Partner insights and reporting

Where feasible, we use de-identified or aggregated data for these purposes.

5. Mobile Messaging

If you interact with the Service via SMS:

Message frequency may vary
Message and data rates may apply
You may opt out at any time by replying “STOP” or following instructions in the message

Your mobile carrier is not responsible for delayed or undelivered messages.

6. Your Choices and Rights

Depending on your location, you may have rights regarding your Personal Information, including:

Accessing your information
Requesting correction
Requesting deletion
Limiting certain uses

To exercise your rights, you may contact us at privacy@mainstay.com or contact your institution directly.

Because your information may also be managed by the institution you are interacting with, certain requests may need to be fulfilled by that institution.

7. Data Retention

We retain Personal Information for as long as necessary to:

Provide and maintain the Service
Support our Partners
Comply with legal obligations
Resolve disputes and enforce agreements

Retention periods may vary depending on the nature of the data and applicable requirements.

8. Security

We implement administrative, technical, and physical safeguards designed to protect Personal Information. However, no system is completely secure, and we cannot guarantee absolute security.

9. Children’s Privacy

The Service is intended for individuals interacting with educational or organizational programs. We do not knowingly collect Personal Information from children under 13 without appropriate authorization from a parent, guardian, or institution, consistent with applicable law.

10. International Users

The Service is operated in the United States. If you access the Service from outside the United States, your information may be transferred to and processed in the United States.

11. Changes to This Policy

We may update this Chatbot Privacy Policy from time to time. When we do, we will update the Effective Date and, where appropriate, provide additional notice.

Your continued use of the Service after updates constitutes acceptance of the revised policy.

12. Contact Us

If you have questions about this Chatbot Privacy Policy, please contact us:

Email: privacy@mainstay.com
Address:
Lemnis
500 SW 116th Avenue, Suite 178
Beaverton, OR 97225