Privacy Policy

Maive, Inc. Last Updated: August 5, 2026

Maive, Inc. ("Maive," "we," "us," or "our") makes Ladder, a mobile app that helps home-services sales teams record, transcribe, and get AI coaching on their in-person sales conversations. Ladder is a product of Maive, Inc. We are in the middle of a rebrand, so you may see both the "Ladder" and "Maive" names in the app and in our materials — they refer to the same product and the same company, and this policy covers both.

This Privacy Policy explains what information we collect through the Ladder mobile app and the ladderai.com website, how we use it, who we share it with, how long we keep it, and how you can delete it.

1. Who This Policy Covers

Ladder is a business tool. It is invite-only: sales representatives get their accounts from their employer (our customer), not by signing up themselves. Because of that, this policy speaks to three different groups of people:

Sales representatives who use the Ladder app with an account provisioned by their employer.
People who are recorded — typically homeowners and others present during a sales visit that a representative records. You do not need an account, or any relationship with Maive, to be covered by this section.
Visitors to the ladderai.com website.

One distinction matters throughout this policy. Conversation recordings, transcripts, and AI coaching results are business records that belong to the employer that purchased Ladder. Maive stores and processes them on that employer's behalf and on its instructions (in privacy-law terms, the employer is the "data controller" or "business" and Maive is the "data processor" or "service provider" for this data). For a representative's own account information and for website data, Maive decides how the data is used and is the controller.

2. What We Collect Through the Ladder App

Account information

Your name and work email address, provided when your employer sets up your account, and the password you choose. This information is stored with our sign-in provider and, as described under "Product analytics and screen recordings" below, is also associated with your analytics profile. Ladder does not offer social or single-sign-on login. We also assign your account an internal user ID.

Recordings, transcripts, and coaching results

When you tap the record button, Ladder uses your device's microphone to capture audio of your sales visit — including the voices of everyone present, such as the homeowner. From each recording we produce a transcript, and from the transcript we produce AI-generated grades and coaching feedback. Section 3 describes how recording works, and Section 5 describes every third party that touches this data.

Diagnostic data

Basic technical measurements about whether recordings upload successfully (for example, upload attempts and failures), and reports about app errors and crashes, linked to your account so we can fix problems with the service.

Product analytics and screen recordings

The app uses a third-party analytics service to help us understand how the app is used and to find and fix problems:

Usage analytics: which screens you view and the actions you take in the app, along with basic device information (such as device model, operating system version, and app version).
Screen recordings: a recording of what is shown on screen while you use the app. All text and images are masked (blocked out) on your device before anything is sent, so the content of your recordings, transcripts, customer details, and anything else shown on screen is not legible — the recording shows the app's layout and how you move through it, nothing more.

This data is linked to your account: when you sign in, we associate your user ID, name, work email, role, and company with your analytics profile. The app's analytics never capture the audio of your sales visits, and do not record the content of network requests or your device's logs.

What the app does not collect

No advertising SDKs. The Ladder app contains no ad-tracking or attribution software. The analytics described above are used only by us, to operate and improve Ladder.
No location tracking, contact-list access, or photo access.
No tracking of you across other companies' apps or websites, and no sale of your personal information.

The app requests one sensitive device permission: microphone access, used only to record a sales visit when you start a recording. You can revoke this permission at any time in iOS Settings; the app cannot record without it.

3. Recording In-Person Conversations

Recording is Ladder's core feature, so we want to be direct about how it works:

Recording starts only when the sales representative taps the record button, and the app shows a clear, persistent on-screen indicator (including a timer and live waveform) for the entire time a recording is in progress.
Laws in many places — including "all-party consent" states in the U.S. — require the consent of the people being recorded. The employer that provides Ladder to its representatives is responsible for using the product lawfully, including training its representatives to inform participants and obtain any required consent before recording. Representatives are instructed to tell the people present that the visit is being recorded.
If you are a homeowner or other recorded person: the recording was made by the company whose representative visited you, and that company controls it. To ask questions about a recording, or to request access to it or deletion of it, please direct your request to that company. If you contact us instead, we may forward your communication to that company so it can respond.

4. How We Use Information

Providing the service: storing recordings, producing transcripts, generating AI grades and coaching feedback, and making them available to the representative and their employer.
Operating and supporting the service: signing you in, keeping the service secure, diagnosing crashes, errors, and upload problems, understanding how the app is used (Section 2), and responding to support requests.
Improving our products and AI features: we use data from the Service — including recordings, transcripts, and coaching results — to provide, maintain, and improve Ladder and its features, including its AI features, in accordance with our agreements with the employer that owns those records.
Legal compliance: meeting our legal obligations and enforcing our agreements.

We do not use your information for advertising, and we do not sell it.

5. Who We Share Information With

We share personal information only with the categories of service providers described below, with the employer that provides your account, and where the law requires it. Each service provider is bound by contract to use the data only to provide its service to us and to protect it to the same standard described in this policy. We make the current list of these providers available to our customers under our agreements with them.

Cloud hosting and storage providers: recordings and transcripts are stored with a major cloud infrastructure provider, encrypted in transit and at rest.
Service providers, including third-party AI providers: we use one or more third-party service providers, including third-party artificial-intelligence providers, to help deliver the Service's features. These providers may process recordings and transcripts on our behalf and only to provide their services to us.
Authentication provider: a third-party sign-in service stores your name, email address, and sign-in credentials.
Analytics provider: a third-party analytics service receives the app usage data, masked screen recordings, and crash and error reports described in Section 2, together with the account details we associate with your analytics profile (user ID, name, work email, role, and company), and processes them only on our behalf.

Your employer: because your employer owns the conversation records, it and the teammates and managers it authorizes can access your recordings, transcripts, grades, and coaching results. Your employer's own policies govern what it does with them.

We may also disclose information if required by law (for example, in response to a subpoena or court order), or as part of a merger, acquisition, or sale of assets, in which case this policy will continue to apply to your data until you are notified otherwise.

6. How Long We Keep Information

Recordings, transcripts, and coaching results are business records owned by the employer and are retained for as long as our agreement with that employer requires, or until the employer instructs us to delete them.
Account information (your name and email, held with our sign-in provider) is kept while your account exists and is deleted when your account is deleted.
Diagnostic data is kept only as long as needed to operate and troubleshoot the service.
App analytics data: screen recordings of app usage are automatically deleted 30 days after they are captured. Usage analytics and crash and error reports are kept as long as we need them to operate and improve the service.
De-identified, aggregated data used to improve the service (Section 4) no longer identifies anyone, and may be retained after the underlying records are deleted.

7. Deleting Your Data

If you are a sales representative

Delete your account in the app: open Profile → Delete account and confirm. This permanently deletes your user record with our sign-in provider — your name, email address, and credentials — and immediately disables sign-in. This works entirely in-app; no phone call or email is needed. Analytics data linked to your account is handled as described in Section 6, and you can ask us to delete it sooner by emailing hey@ladderai.com.
Conversation records are handled differently: recordings, transcripts, and grades from your sales visits are business records that belong to your employer and are not deleted when you delete your account. To request their deletion, contact your employer; we delete them on the employer's instruction.
To stop data collection going forward, simply stop recording, or revoke microphone access in iOS Settings.

If you were recorded during a sales visit

Please direct your request to the company whose representative visited you, since it owns and controls the recording. If you contact us instead, we may forward your communication to that company so it can respond.

8. Security

Recordings and transcripts are encrypted in transit and at rest. Access to production data is restricted and controlled. No system is perfectly secure, and we cannot guarantee absolute security, but we work to protect your information with measures appropriate to its sensitivity.

9. The ladderai.com Website

This section applies to the website only. (The Ladder app's analytics are described in Sections 2 and 5.)

Analytics: the website uses PostHog to understand how visitors use the site (pages visited, browser type, and similar usage data), which may involve cookies or similar technologies. You can control cookies through your browser settings.
Newsletter: if you subscribe to updates, we store your email address with Loops, our email service provider, and use it only to send you the updates you asked for. Every email includes an unsubscribe link.
Contact: if you email us, we keep the correspondence so we can respond and keep a record of the conversation.

10. The Maive SMS Program

Separately from the Ladder app, Maive offers an SMS notification service for sales representatives at companies that use Maive without the app. If your company enables it, we may send text messages to your work phone number (provided by your company or its systems) — for example, customer context or follow-up suggestions after a sale. For this program we keep the phone number, message content, and delivery and opt-out status.

You can stop these messages at any time by replying STOP, or reply HELP for assistance. Text messaging originator opt-in data and consent are not shared with any third parties for marketing or promotional purposes. See our SMS Terms for full details.

11. Your Rights

Depending on where you live, you may have the right to access, correct, or delete your personal information, or to object to or restrict certain processing. To exercise these rights:

For your account data, app analytics data, SMS program data, or website data, email us at hey@ladderai.com. We may ask you to verify your identity before acting on a request.
For conversation records (recordings, transcripts, grades), contact the employer that owns them — see Section 7. We support our customers in responding to these requests.

12. Children

Ladder is a workplace tool for adults. It is not directed to anyone under 18, and we do not knowingly collect personal information from children.

13. Changes to This Policy

If we make material changes to this policy, we will post the updated version on this page and update the "Last Updated" date, and where appropriate we will notify our customers directly.

14. Contact Us

Maive, Inc. hey@ladderai.com