Privacy Policy

1. Introduction

CallCover ("we", "us", or "our") operates an intelligent voice AI platform that handles calls, manages conversations, and grows businesses 24/7. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our service at callcover.com (the "Service").

We are committed to protecting your privacy and ensuring transparency in how we handle your personal information. This policy applies to all users of CallCover, including both individuals and businesses.

2. Information We Collect

2.1 Information You Provide Directly

2.2 Information Collected Automatically

2.3 Information from Third Parties

We receive information from our service providers:

• Twilio: Phone number availability, call statistics, and telecommunications data
• Vapi.ai: Voice AI processing results, call handling data
• OpenAI: AI-generated content for business intelligence features
• Stripe: Payment processing status and subscription information

3. How We Use Your Information

We use the collected information for the following purposes:

3.1 Service Delivery

• Creating and managing your CallCover account
• Provisioning and configuring your AI voice assistant
• Managing your Twilio phone number
• Processing and storing call recordings
• Generating call transcripts and summaries
• Providing sentiment analysis on calls
• Enabling your AI assistant to respond appropriately to callers

3.2 Service Improvement

• Analysing usage patterns to improve our Service
• Developing new features and functionality
• Conducting business intelligence analysis
• Optimising assistant performance and accuracy

3.3 Communication

• Sending transactional emails (account creation, password resets, subscription changes)
• Providing customer support
• Sending service updates and important notices
• SMS notifications (when enabled) to your specified mobile number

3.4 Security and Compliance

• Detecting and preventing fraud or security threats
• Enforcing our Terms of Service
• Complying with legal obligations
• Maintaining activity logs for security audits
• Ensuring team-based data isolation

3.5 Payment Processing

• Processing subscription payments via Stripe
• Managing billing and invoices
• Handling subscription renewals and cancellations

4. How We Share Your Information

4.1 Service Providers

We share information with trusted third-party service providers who assist in operating our Service:

4.2 Team Members

If you are part of a team account, other team members with appropriate permissions may access:

• Business profile information
• Call logs and recordings
• Activity logs
• Team settings and configuration

Team owners have full access to all team data. We implement role-based access control to ensure proper data segregation.

4.3 Legal Requirements

We may disclose your information if required to do so by law or in response to:

• Valid legal processes (court orders, subpoenas)
• Government or regulatory requests
• Protection of our rights, property, or safety
• Prevention of fraud or security threats

4.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity. We will notify you via email before your information becomes subject to a different privacy policy.

5. Data Security

We implement industry-standard security measures to protect your information:

5.1 Technical Measures

• All data transmitted via HTTPS/TLS encryption
• Passwords encrypted using industry-standard hashing (bcrypt)
• JWT tokens for authentication stored in secure HTTP-only cookies
• Database credentials and API keys stored as encrypted environment variables
• Team-based data isolation with strict access controls
• Row-level security policies in database

5.2 Operational Measures

• Regular security audits and monitoring
• Activity logging for all user actions
• Restricted access to production systems
• Secure development practices
• Regular security updates and patches

5.3 Third-Party Security

All our service providers maintain SOC 2 Type II or equivalent certifications and follow industry best practices for data security.

6. Data Retention and Deletion

6.1 Active Accounts

We retain your information for as long as your account is active or as needed to provide the Service.

• Call Recordings: Stored indefinitely until you delete your account or request specific deletions.
• Activity Logs: Retained for security and audit purposes for the duration of your account.
• Business Profile: Maintained throughout your subscription.

6.2 Account Deletion

When you delete your account:

6.3 Subscription Cancellation

If you cancel your subscription without deleting your account:

• Your Vapi.ai phone number is deleted
• Your Vapi.ai assistant is deleted
• Your Twilio phone number is released
• Account data and call logs are retained
• You retain access to historical data

6.4 Data Export

You may request an export of your data at any time by contacting support@callcover.com. We will provide your data in a structured, commonly used format within 30 days.

7. Your Privacy Rights

Depending on your location, you may have the following rights:

7.1 General Rights

• Access: Request access to your personal information
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your information (subject to retention requirements)
• Data Portability: Request a copy of your data in a portable format
• Object: Object to certain processing of your information
• Restrict: Request restriction of processing in certain circumstances

7.2 How to Exercise Your Rights

To exercise these rights, please contact us at privacy@callcover.com or through your account settings.

7.3 Response Time

We will respond to your request within 30 days. If we need additional time, we will notify you of the reason for the delay.

8. Cookies and Tracking Technologies

8.1 Essential Cookies

We use HTTP-only cookies to maintain your session:

• Cookie name: session
• Duration: 24 hours
• Purpose: Authentication and session management
• Renewal: Automatically refreshed if less than 6 hours remain

8.2 Analytics Cookies

We use Google Analytics to understand how users interact with our Service:

• Tracks page views, user behaviour, and navigation patterns
• Uses cookies to identify unique users
• You can opt out using browser settings or Google Analytics Opt-out Browser Add-on

8.3 Managing Cookies

You can control cookies through your browser settings. However, disabling essential cookies will prevent you from using the Service.

9. International Data Transfers

CallCover is based in New Zealand. If you access our Service from outside New Zealand, please note:

• Your information may be transferred to and stored in New Zealand
• Your information may be processed by our service providers in various locations
• We ensure appropriate safeguards are in place for international transfers
• By using our Service, you consent to the transfer of your information

Our service providers operate in the following regions:

• Stripe: Global infrastructure with data residency options
• Twilio: Global infrastructure
• Vercel: Global CDN with data residency options

10. Children's Privacy

CallCover is not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child under 18, we will take steps to delete such information promptly.

If you believe we have collected information from a child, please contact us at privacy@callcover.com.

11. California Privacy Rights (CCPA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act:

11.1 Information We Collect

Please refer to Section 2 of this Privacy Policy.

11.2 Use of Personal Information

Please refer to Section 3 of this Privacy Policy.

11.3 Disclosure of Personal Information

Please refer to Section 4 of this Privacy Policy.

11.4 Your Rights

• Right to know what personal information we collect, use, and disclose
• Right to delete personal information
• Right to opt-out of the "sale" of personal information (we do not sell personal information)
• Right to non-discrimination for exercising your rights

11.5 Exercising Your Rights

Contact us at privacy@callcover.com. We will verify your identity before processing your request.

12. European Privacy Rights (GDPR)

If you are located in the European Economic Area (EEA), United Kingdom, or Switzerland, you have rights under the General Data Protection Regulation:

12.1 Legal Basis for Processing

We process your information based on:

• Contract: To provide the Service you have subscribed to
• Legitimate Interests: To improve our Service and prevent fraud
• Consent: When you provide optional information or opt into marketing
• Legal Obligations: To comply with applicable laws

12.2 Your GDPR Rights

• Right to access your personal data
• Right to rectification of inaccurate data
• Right to erasure ("right to be forgotten")
• Right to restrict processing
• Right to data portability
• Right to object to processing
• Right to withdraw consent
• Right to lodge a complaint with a supervisory authority

12.3 Data Controller

CallCover acts as the data controller for your personal information.

12.4 Data Protection Officer

For GDPR-related enquiries, contact our Data Protection Officer at dpo@callcover.com.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in:

• Our data practices
• Legal or regulatory requirements
• Service features or functionality

13.1 Notification of Changes

We will notify you of material changes by:

• Posting the new Privacy Policy on this page
• Updating the "Last Updated" date
• Sending an email notification (for significant changes)

13.2 Your Continued Use

Your continued use of the Service after changes become effective constitutes acceptance of the revised Privacy Policy.

14. Third-Party Links

Our Service may contain links to third-party websites or services. We are not responsible for the privacy practices of these third parties. We encourage you to read the privacy policies of any third-party sites you visit.

15. Business Intelligence Features

We use OpenAI's GPT-4 model to power business intelligence features that help populate your business profile. When you use these features:

• Your business information is sent to OpenAI for processing
• OpenAI processes this information according to their privacy policy
• Generated content is returned to CallCover and stored in your business profile
• You can review and edit all AI-generated content before saving

16. Call Recording Consent

16.1 New Zealand Requirements

In New Zealand, call recording is legal if at least one party to the conversation consents. By using CallCover:

• You (the business) consent to recording calls to your CallCover number
• You are responsible for informing callers that calls may be recorded
• Your AI assistant should include a recording notification in its greeting

16.2 Your Responsibilities

You are responsible for:

• Ensuring compliance with local call recording laws
• Providing appropriate notice to callers
• Obtaining necessary consents as required by your jurisdiction
• Configuring your AI assistant to provide recording notifications

17. Data Breach Notification

In the event of a data breach that affects your personal information:

• We will notify affected users within 72 hours of becoming aware
• Notification will include the nature of the breach and steps being taken
• We will notify relevant authorities as required by law
• We will provide guidance on protective measures you can take

18. Contact Information

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

19. Consent

By using CallCover, you consent to:

• The collection and use of information as described in this Privacy Policy
• The transfer of your information to our service providers
• The use of cookies and tracking technologies
• Call recording and transcription services

You can withdraw your consent at any time by:

• Adjusting your account settings
• Contacting us at privacy@callcover.com
• Deleting your account

Note that withdrawing consent may limit or prevent your use of certain Service features.