Privacy Policy

SHOOLA is software developed and operated by Shoola Labs. Customers are typically mortgage companies and mortgage teams ("Customers") whose authorized users access SHOOLA. When a Customer uses SHOOLA to process information about its own borrowers and contacts, Shoola Labs generally acts as a service provider to that Customer.

• Contact and inquiry information submitted through this website, such as name, company, email, phone number and message content.
• Content you choose to enter into SHOOLA, including records, notes, documents and messages.
• Support requests and related correspondence.

When an account is created, we collect information needed to identify and authenticate the user, such as name, work email address, phone number, organization, role and permissions, and authentication metadata such as sign-in timestamps.

We collect information about how the Services are used, such as pages and features accessed, actions taken, device and browser information, IP address, and diagnostic and error logs. This information helps us operate, secure, troubleshoot and improve SHOOLA.

SHOOLA includes calling, SMS, email and messaging functionality. Depending on how a Customer configures the Services, we may process call metadata and recordings where enabled, SMS content and metadata, email content and metadata, voicemail, internal team messages and customer messages, together with the activity history associated with those communications.

Users may connect a Google (Gmail) or Microsoft mailbox to SHOOLA so that email can be sent, received, searched and managed inside the workspace. When a mailbox is connected, we process the email data and mailbox identifiers necessary to provide that functionality, along with the authorization tokens issued by the provider. Tokens are stored server-side and encrypted at rest. A connected mailbox is associated with the user who connected it.

A user may explicitly and voluntarily connect a Gmail account to SHOOLA to use Connected Email. SHOOLA accesses Google Workspace and Gmail data only as needed to provide the user-facing email and communication features the user requests. This may include:

• the connected Google account email address;
• Gmail messages, threads and message content;
• sender and recipient information, message subjects and message timestamps;
• mailbox state, including read or unread status, stars, Gmail labels, and Inbox, Sent or Trash state; and
• attachments and inline email content where needed to display the user's messages.

SHOOLA does not access unrelated Google products through Connected Email. In particular, connecting Gmail does not give SHOOLA access to Google Drive, Calendar or Contacts unless a separate feature is implemented, separately disclosed and separately authorized.

How this data is used. SHOOLA uses Gmail data only to display and synchronize the connected user's mailbox; read messages and threads; send email initiated by the connected user; reply to and forward messages; maintain read or unread status; star and unstar messages; apply or manage labels where supported; move messages to Trash; restore messages from Trash; and display relevant email communications in SHOOLA communication history.

Google and Gmail data accessed through Connected Email is used for communications functionality only. It is not used to calculate credit scores, determine loan qualification or creditworthiness, make underwriting decisions, approve or deny credit, determine interest rates, or make lending or other financial eligibility decisions. Email content is not an input into mortgage underwriting through Connected Email.

Prohibited uses.

• SHOOLA does not sell Google Workspace user data.
• SHOOLA does not use Google Workspace user data for advertising.
• SHOOLA does not provide Google Workspace user data to data brokers or information resellers.
• SHOOLA does not use Gmail or Google Workspace data to determine creditworthiness, underwriting decisions, loan eligibility, lending decisions or other financial eligibility decisions.
• Google Workspace user data is not used to train generalized artificial intelligence or machine-learning models.

Service providers. Shoola Labs may use service providers and subprocessors to host, secure, transmit or operate SHOOLA. Such providers may process data only as necessary to provide services to Shoola Labs and are subject to contractual and security obligations. Google Workspace user data is not otherwise provided to third parties except where required by applicable law or with the user's explicit consent.

Disconnecting and retention. Users may disconnect their Google account from SHOOLA at any time. Disconnecting stops future access and synchronization for that Google account. Previously synchronized communications may remain in SHOOLA where retained as part of the user's or organization's communication history, subject to applicable retention requirements, contractual obligations and deletion requests. Users may also review or revoke SHOOLA access through their Google Account permissions.

Deletion requests. Users may contact Shoola Labs at privacy@shoolalabs.com regarding deletion of Google-derived data where applicable. Requests are handled subject to legal, contractual and legitimate record-retention requirements. If the data belongs to a Customer organization, Shoola Labs may coordinate the request with that organization's administrator.

SHOOLA’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

We use information to:

• authenticate users and secure access to the Services;
• deliver and operate SHOOLA features requested by the Customer and its users;
• provide customer support and respond to inquiries;
• maintain security, detect abuse, prevent fraud and troubleshoot issues;
• maintain audit trails and activity records;
• improve reliability, usability and product functionality;
• meet legal, tax and regulatory obligations.

We use third-party service providers to deliver the Services — for example cloud hosting, database and storage infrastructure, telephony and messaging providers, email providers, analytics, error monitoring and payment processing. These providers process information on our behalf under contractual obligations, and only as needed to provide their services. We do not sell personal information.

We retain information for as long as an account is active and as needed to provide the Services, and thereafter as required for legitimate business purposes, dispute resolution, security and legal or regulatory obligations. Customers may request deletion of their data, subject to legal retention requirements.

Users may disconnect a connected email or other provider account from within SHOOLA at any time, and may revoke access directly with the provider. Disconnecting stops further access to that provider's data. Data already stored in the workspace is handled according to the Customer's retention configuration and this policy.

You may update your account information, disconnect connected accounts, opt out of marketing emails, and request access to or deletion of personal information subject to applicable law. If you are an authorized user of a Customer organization, some requests may need to be directed to that organization's administrator. Contact us at privacy@shoolalabs.com.

We use cookies and similar technologies that are necessary for authentication, session management, security and basic functionality. Where analytics are used, they help us understand aggregate usage of the Services and this website. You can control cookies through your browser settings, though disabling some cookies may affect functionality.

We use administrative, technical and organizational safeguards designed to protect information, including authenticated accounts, role and permission controls, organization-level access scoping, tenant separation, encrypted handling of provider credentials and audit trails. No method of transmission or storage is completely secure. See our Security page for more detail.

The Services are intended for business use and are not directed to individuals under 18. We do not knowingly collect personal information from children.

We may update this Privacy Policy from time to time. Material changes will be reflected by updating the "Last updated" date above and, where appropriate, by additional notice. Continued use of the Services after an update constitutes acceptance of the revised policy.

Shoola Labs — SHOOLA
Privacy inquiries: privacy@shoolalabs.com
General inquiries: support@shoolalabs.com

See also our Terms of Service.