Who this covers
This policy describes how Quintessence Group, Inc. (“we” or “us”), the company that makes Charter, handles personal information collected through this website at usecharter.com and through the Charter pilot program. It covers three situations: visiting the site, sending us a message or pilot request, and taking part in a pilot.
Charter is offered only through a private, invite-only pilot program. There is no public sign-up, no hosted service you can join from this site, and no account on this site. A pilot participant receives a Charter workspace under pilot terms we agree with them in writing before the workspace is set up. Those terms govern the specific arrangement for that pilot; this policy describes the general practices that apply.
The site’s terms cover use of this website. Scoped and Aether, the two other Quintessence Group products, have their own privacy policies on their own sites, scoped.ai and aetherdb.ai.
Information we collect
When you visit the site
The site runs on a hosting provider that, like any web host, records request logs when your browser asks for a page: your IP address, browser and device information, the pages you request, the referring page if your browser sends one, and timestamps. We do not add any collection of our own to this. The site loads its fonts and scripts from its own address, not from third-party servers.
When you send a pilot request or contact message
The pilot request form and the contact form ask for your name, your email address, your business, and a message. The submission also records which of the two forms it came from. Each form contains a hidden field that people do not see and that automated submissions tend to fill in; a submission with that field filled is discarded without being sent to us.
When you submit a form, our server reads the IP address of the request to limit how many submissions one address can make in a short period. That address is used only for that check. It is never written to storage or kept as a record; it stays in the short-lived memory of the server that handled the request and is gone when that server is recycled. If a submission cannot be delivered, an error entry in our host’s logs may include your email address so we can follow up.
If you email support@usecharter.com directly, we receive whatever you choose to include in the message.
When you take part in a pilot
A pilot workspace holds the information needed to carry the participant’s work forward. In general terms, that is:
- Account details
- The name, email address, and sign-in credentials of the people given access to the workspace, whether we set them up or the participant invites them.
- Business facts
- What the participant tells Charter about the business: its name, services, service area, booking process, rates, and any other facts supplied during setup or in a workflow.
- Supplied files
- Text and Markdown files, CSV files, readable PDFs, and PNG or JPEG images such as logos and photos that the participant uploads for Charter to read or use in generated material.
- Connected accounts
- Where the participant authorizes a connection to a mailbox (Gmail or Microsoft 365), to Scoped, or to Aether, Charter stores the credentials it needs to act through that connection, the account’s status, and the results of access checks. If a workflow is configured to use a connected mailbox, Charter processes new messages arriving in that mailbox’s inbox to find the ones the workflow handles, such as new inquiries and replies to messages it sent. It records how far it has read so that reconnecting does not reprocess older mail.
- Mail Charter sends and receives
- Charter runs its own mail service, so a participant can point their website form’s notification email at a Charter forwarding address and connect no mailbox at all. A message sent to that address is stored: the sender, the recipient, the subject, the text of the message, and the time it arrived. A forwarded inquiry carries whatever the customer put in the form, which can include their name, their email address, their phone number, and the address of the property they are asking about. Those messages become the events a workflow runs on. The same service sends the participant the notifications and the drafts a run puts up for review, and receives the replies that approve, reject, or correct a draft.
- Workflows and conversations
- The outcomes the participant describes, the answers given during setup, the saved workflows and their versions, and the setup conversations that produced them.
- Run records and receipts
- For each run: the inputs, what Charter read, the drafts and documents it prepared, who reviewed and approved what, and the receipt recorded for each external action, such as an email a provider accepted. These records are the account of what Charter did on the participant’s behalf.
- Quote and invoice records
- Every estimate and invoice a run prepares is recorded with a number for the participant’s own reference, the customer it names, the total, and where it stands: draft, sent, accepted, declined, paid, or void. These records hold customer names and amounts, and they are kept as the account of what Charter prepared and what the participant did with it. A draft number is a reference, not an accounting entry.
- Operational records
- Access logs, error details, and counts of model and tool use that we use to run the pilot, keep it within its credit allowance and the other agreed limits, and investigate problems.
Some of this information is about people other than the participant, for example a customer whose inquiry arrives in a connected mailbox or at a Charter forwarding address, or a customer named on a quote. The participant decides what enters the workspace and is responsible for having the right to use it; we process it on the participant’s instructions to carry out the configured work.
How we use information
We use the information described above to:
- Serve the site and keep it available and protected from abuse.
- Read and answer pilot requests and contact messages, and decide together with you whether a pilot fits the work you described.
- Set up and operate a pilot workspace: carry out the work the participant configures, present drafts and actions for review, perform the actions the participant approves, and keep the record of what was done.
- Keep a pilot within its agreed limits on model use, tool calls, and permitted actions, and investigate errors and uncertain outcomes. Where Charter supplies the model, we meter that use in credits against the workspace’s allowance.
- Learn from the pilot: which work Charter handles well, where it needs correction, and how much effort it saves. We do this from the participant’s own review of results and from operational records, not by mining message content for other purposes.
- Meet legal obligations, resolve disputes, and enforce our agreements.
We do not sell personal information. We do not use information from a pilot workspace, or from messages you send us, to train models. We use model providers only under terms that do not allow them to train on what we send, and we will tell you before using a provider whose terms differ. That is the account we hold where Charter supplies the model. Where a participant brings their own provider account instead, the terms of that account are between them and their provider, and they should read them. We do not send marketing email; the only messages you receive from us are replies to what you sent and the email needed to run your pilot, which includes the drafts a run sends you to review.
Where data protection law asks us to name a legal basis for processing, we rely on performing our agreement with you (the pilot terms, and answering the request you sent); our legitimate interests in keeping the site and the pilot secure, reliable, and free of abuse, balanced against your rights; compliance with legal obligations; and your consent where the law requires it, which you can withdraw at any time.
Who receives information
We share information only with the parties below, only for the purposes described, and we never sell it.
Vercel
Hosts this website and processes request logs as part of serving it. Vercel handles that information under its own privacy policy and security practices.
Resend
Delivers the pilot request and contact forms to our support inbox as email. Resend processes the contents of your submission, your email address (set as the reply-to address so we can answer you directly), and delivery records.
The provider that operates Charter’s mail service
Charter operates its own inbound and outbound mail so that a participant can start without connecting a mailbox, and we use an email delivery provider to carry it. That provider handles the mail sent to a workspace’s forwarding address, including a forwarded customer inquiry and everything the customer wrote in it, and it delivers the notifications we send the participant, the drafts we send for review, any file attached to one of those messages, and the replies that come back. It receives the sender, the recipient, the subject, and the text of each message, and it keeps its own delivery records under its own terms. The pilot terms name the provider a pilot uses.
Model providers
When a workflow step uses a model, to draft text or to extract structured facts from a message, or when the participant opts into model-assisted setup in a workflow conversation, Charter sends that step’s instructions and the material it needs, such as the relevant business facts, the inquiry being answered, or the setup conversation, to a model provider, OpenAI or Anthropic. The provider receives only what that step sends. Connection credentials are never included in what is sent to a model.
For most pilots Charter supplies the model. We hold the account with the provider, we choose which model a workspace uses from the set we offer, and we meter that use in credits against the workspace’s allowance. The relationship with the provider is ours rather than the participant’s: the participant enters no provider key, sets no prices, and makes no model choice. A participant who asks for the configurable arrangement connects their own provider account instead, and that relationship is theirs.
Either way, a provider handles what we send under its terms for business customers, not the terms of its consumer products, and we use providers only under terms that do not allow training on what we send. The pilot terms name the provider a pilot uses; review that provider’s terms before the pilot starts.
Property data service
When a workflow attaches a ballpark or prepares a quote that needs a recorded living area, Charter sends the property address to a property data service to look it up. That service receives the address and nothing else about the inquiry. Charter reuses a confirmed result within the same workspace for 24 hours rather than asking again, and simulations send nothing to it.
Connected services
Where the participant authorizes a connection, Charter contacts that service to set up and check access. Beyond that, it sends information to the service only when a workflow step is configured to do so and, for anything that leaves the business, only after the participant’s review unless the participant has explicitly permitted that exact action in advance. An approved reply goes to Gmail or Microsoft 365, or, where no mailbox is connected, back to the participant to send themselves. A reviewed work brief goes to Scoped. Approved knowledge goes to Aether. Each service then holds its copy under its own terms; disconnecting a service in Charter stops future actions through it but does not recall what was already sent.
Our team
People at Quintessence Group, Inc. who run the pilot, answer support, and maintain the service may see information relevant to that work, including workspace information when we investigate an error or an uncertain outcome, restore a backup, or when a participant asks us to look at a run.
Legal and business circumstances
We may disclose information where the law requires it, to respond to a valid legal request, to protect the security of the service or the safety of people, or to establish or defend legal claims. If Quintessence Group, Inc. is involved in a merger, acquisition, or transfer of the part of its business that runs Charter, information may be transferred as part of that transaction, subject to this policy and to any notice the law requires.
Retention
Form submissions and email. Messages sent through the forms, and email you send us, stay in our support mailbox for as long as we need them to answer you and, for a pilot request that leads to a pilot, for the length of that pilot. Our email delivery provider keeps its own delivery records under its policy.
Pilot workspace information. Workspace information stays for the length of the pilot. Run records and action receipts, the quote and invoice records, and the mail Charter sent and received for the workspace are kept for that whole period because they are the record of what Charter did on the participant’s behalf; deleting a draft or canceling a run does not erase the record that it existed. When a pilot ends, we delete the workspace information within the period we agree with the participant in writing, and in any case on the participant’s written request, except where the law requires us to keep a record. Backups made before a deletion can hold a copy until that backup is replaced.
Host and operational logs. Request logs for the site are kept by our hosting provider under its retention practices. Operational records for a pilot are kept for the length of the pilot and removed with the workspace.
Security
The site is served over HTTPS, holds no accounts and no stored personal information of its own, and passes form submissions over an encrypted connection to our email delivery provider, which delivers them to our support mailbox.
A pilot workspace requires sign-in, and each workspace is separate from every other. The credentials Charter holds for a connected account are encrypted, bound to the workspace that authorized them, and kept out of the prompts sent to models and the results they return. Anything that leaves the business defaults to review by the participant, and every external action is recorded with a receipt, so what Charter did can be inspected afterwards. Workspace backups are encrypted.
Where a participant approves a draft by replying to email, Charter accepts the reply only from the account address it sent the draft to, and matches it with a code that is stored only as a hash and never appears in a run record, a log, or a document. That check is not a substitute for control of the mailbox: treat an email asking you to review a draft like a private link, and tell us if you forward one by mistake. A participant can turn the email approval channel off, in which case approvals wait in the workspace instead.
These are safeguards, not a guarantee. No method of storing or transmitting information is completely secure, and we make no certification claims. If we learn of an incident affecting your information, we will tell you what we know and what we are doing about it.
International processing
We are a United States company. This website and the providers that serve it process information in the United States. A pilot workspace is hosted in the location stated in the pilot terms; unless those terms say otherwise, that is also the United States, and the pilot terms name the providers engaged for the pilot. If you visit the site or take part in a pilot from another country, your information is transferred to and processed in the United States, where privacy law may differ from the law where you live. If you take part in a pilot from the European Economic Area, the United Kingdom, or another place whose law requires safeguards for such a transfer, we will agree on the required safeguards with you in the pilot terms before your workspace is set up.
Your rights
You can ask us to tell you what personal information we hold about you, to correct it, or to delete it, by emailing support@usecharter.com. We may need to confirm that the request comes from you, or that the person making it is authorized to act for you, before we act on it. We answer every request and will explain any limit on what we can do, for example a record the law requires us to keep.
If your request concerns information in a pilot workspace, such as an inquiry you sent to a business that uses Charter, the participant who runs that workspace decides what is stored there. We will pass your request to them and help them respond.
If you are in the European Economic Area or the United Kingdom, you may also have the right to receive a portable copy of your information, to object to or restrict certain processing, to withdraw consent where processing is based on consent (without affecting processing that already took place), and to complain to your data protection authority. The legal bases we rely on are listed under how we use information.
If you are a California resident, California law gives residents rights over personal information held by the businesses it covers, including the right to know what is collected, to delete it, to correct it, and to opt out of its sale or sharing. Whether or not California law applies to a company of our size, we honor those requests, we do not sell or share personal information as California law defines those terms, and we will not treat you differently for exercising your rights.
Children
The site and the pilot program are for businesses, and our terms require the person who accepts them for a business to be at least 18. We do not knowingly collect personal information from children under 16. If you believe a child has sent us personal information, email support@usecharter.com and we will delete it.
Changes to this policy
When we change this policy, we update the effective date at the top of the page. If a change materially affects how we handle a pilot participant’s information, we tell participants by email before it takes effect. A revised policy does not by itself authorize a use that requires your consent.
Contact
Questions and requests about this policy go to support@usecharter.com. We read every message.
Quintessence Group, Inc., the company that makes Charter.