Privacy Policy

1. Our two roles

When we handle a customer's own account information, we act as a controller. When our Service processes a caller's information on a customer's behalf — call audio, transcripts, messages, booking details — we act as a processor / service provider for that customer, who is the controller of their callers' data. If you are a caller and have a privacy request, please contact the business you called; we will support them in responding.

2. Information we collect

Information customers give us

• Account details: business name, contact name, email, phone number, and password.
• Configuration: your greeting, FAQs and knowledge, calendar connection, escalation contacts, and business website (which we may scrape to build your receptionist's knowledge).
• Billing information, processed by our payment processor (we don't store full card numbers).

Information generated when the Service runs

• Caller phone numbers, call audio and recordings (when a customer enables recording), transcripts, text messages, appointment details, and message content.
• SMS consent records: when a caller agrees (or declines) to receive texts from a business, we record the phone number, the business, the answer, the call it was given on, the language, and the wording that was read. When a number replies STOP or START, we record that too. See our Messaging & SMS Terms.
• Usage and log data: talk minutes, timestamps, device/browser data, IP address, and diagnostic logs.
• Cookies and similar technologies on our website — see our Cookie Policy.

3. How we use information

• To provide the Service: answer calls, generate responses, book appointments, and send transactional texts.
• To operate, secure, debug, and improve the Service and prevent fraud and abuse.
• To bill you, provide support, and send service-related communications.
• To comply with law and enforce our Terms and Acceptable Use Policy.

We do not sell your personal information, and we do not use call content to train third-party foundation models. Transcripts and recordings are used to serve your callers and power your own reports — not for advertising.

4. AI processing

The Service uses third-party AI model providers to understand callers and generate responses. Call and message content is sent to these providers solely to produce a response for your callers, under agreements that restrict their use of that content to providing the service to us. AI output can be inaccurate; see our Terms.

5. How we share information

• Service providers that power the product — telephony and SMS carriers, AI model providers, cloud hosting, calendar and payment providers — under contracts that limit their use of the data.
• Your own connected accounts — for example, writing an appointment to the calendar you connect.
• Legal and safety — when required by law, to enforce our terms, or to protect rights and safety.
• Never for marketing. Mobile phone numbers and SMS consent information are not shared with or sold to third parties or affiliates for their marketing or promotional purposes.
• Business transfers — in connection with a merger, acquisition, or sale of assets, subject to this policy.

6. Call recording & consent

Recording is off by default. When a customer enables it, calls open with a spoken notice that the call may be recorded. Some jurisdictions require all-party consent; customers are responsible for using recording lawfully for their callers. See the compliance notes on our homepage.

7. Data retention

We keep account information for as long as your account is active and as needed to provide the Service. Call content, transcripts, and messages are retained to power your history and reports until you delete them or close your account. When you delete your account, we delete or de-identify associated data within a reasonable period, except where we must retain it for legal, security, or billing purposes. SMS consent records are kept for as long as the consent is in effect and as evidence of it afterwards; STOP requests are kept so the number stays opted out.

8. Security

We use technical and organizational safeguards to protect information, including tenant isolation (each business's data is stored with row-level security so one customer can't read another's), encryption in transit, and access controls. No system is perfectly secure, and we can't guarantee absolute security.

9. Your privacy rights

Depending on where you live (for example, under U.S. state privacy laws such as the CCPA/CPRA, or the GDPR/UK GDPR), you may have rights to access, correct, delete, or port your personal information, and to opt out of certain processing. We do not sell personal information or share it for cross-context behavioral advertising. To exercise a right as a customer, email privacy@coveredline.com. If you are a caller, contact the business you called; we'll assist them as their processor.

10. Children

The Service is for businesses and is not directed to children under 16. We don't knowingly collect their data.

11. International users

We operate in the United States and process information there. If you access the Service from outside the U.S., you consent to processing in the U.S., which may have different data-protection rules than your country.

12. Changes to this policy

We may update this policy from time to time. We'll revise the "Last updated" date above and, for material changes, provide additional notice.

13. Contact us

Privacy questions or requests: privacy@coveredline.com, or write to CoveredLine LLC, [Street address], [City], [State] [ZIP].