Privacy Policy

We built CallAid so service businesses can respond faster to missed calls and inbound enquiries. Doing that requires processing contact details, call and message content, and operational data. We handle that data carefully and only for legitimate business purposes described in this policy.

This policy applies to visitors, account holders, and authorized users of a CallAid workspace. If you interact with CallAid on behalf of a business customer—for example, when you call a business that uses our Service—additional information about how that business handles your data may be provided by that business.

CallAid is the data controller for personal information described in this policy, except where we process data on behalf of a business customer as described in Business customers & end-customer data.

Contact: support@callaid.ai

This policy does not apply to:

• Third-party websites, apps, or services linked from the Service;
• Telecommunications networks or carriers that route calls and messages independently of CallAid; or
• Personal information a business customer chooses to store or export outside CallAid after receiving it through the Service.

We collect information in the following categories, depending on how you use the Service:

Account and profile information

• Name, email address, phone number, company name, and industry;
• Login credentials and authentication tokens;
• Workspace settings, team roles, and notification preferences.

Communications and service content

• Call metadata (caller ID, timestamps, duration, routing outcomes) and, where enabled, call recordings and transcripts;
• SMS and messaging thread content, including AI-generated summaries and qualification fields;
• Voicemail and virtual-assistant interaction content configured for your workspace;
• Lead records, tags, notes, and dashboard activity related to customer enquiries.
• A limited previous-call context (enquiry topic, outcome, and next step) linked to caller ID for up to 90 days, so a business's assistant can handle a repeat call more naturally.

Integrations and connected services

• Calendar connection data (for example, availability, event metadata, and OAuth tokens) when you connect Google Calendar or Microsoft 365;
• Configuration data for telephony numbers, forwarding rules, and assistant prompts.

Billing and commercial information

• Subscription plan, usage metrics, invoices, and payment status;
• Payment card and billing details processed by our payment provider (we do not store full card numbers on our servers).

Usage, device, and technical data

• IP address, browser type, device identifiers, and general location derived from IP;
• Log files, diagnostic events, performance metrics, and security signals;
• Cookie and similar technology data as described in Cookies and similar technologies.

Support and sales communications

• Messages you send through contact forms, email, or phone support;
• Demo requests, onboarding notes, and feedback you choose to provide.

We use personal information to:

• Provide, operate, maintain, and improve the Service;
• Authenticate users, secure accounts, and prevent fraud or abuse;
• Route calls and messages, run AI assistants, and generate lead summaries;
• Process subscriptions, usage-based charges, and billing inquiries;
• Send service announcements, product updates, and transactional notices;
• Provide customer support and respond to requests;
• Analyze usage trends to improve reliability, quality, and user experience;
• Comply with legal obligations and enforce our Terms of Service.

Where permitted by law and your preferences, we may send marketing communications about CallAid. You can opt out of marketing emails using the unsubscribe link in those messages.

If you are in the United Kingdom or European Economic Area, we process personal data only where we have a valid legal basis, including:

• Contract — to provide the Service you or your organization requested;
• Legitimate interests — to secure, improve, and market our business in a balanced way that respects your rights;
• Consent — where required for non-essential cookies or certain marketing;
• Legal obligation — where we must retain or disclose information by law.

Business customers that use CallAid to process their callers' and customers' data typically act as independent controllers (or co-controllers) for that data. CallAid acts as a processor for that end-customer data when handling it on the customer's instructions.

We do not sell your personal information. We may share information with:

• Service providers that help us operate the Service, such as cloud hosting, telephony carriers, AI and speech providers, email delivery, analytics, and payment processing (for example, Stripe);
• Professional advisers (lawyers, accountants, insurers) under confidentiality obligations;
• Authorities or third parties when required by law, court order, or to protect rights, safety, and security;
• Business transfers in connection with a merger, acquisition, financing, or sale of assets, subject to appropriate safeguards.

We require processors to handle personal data only on our instructions and subject to appropriate contractual protections.

CallAid may process and store information in the United Kingdom and other countries where we or our providers operate. When we transfer personal data outside the UK or EEA, we use appropriate safeguards such as Standard Contractual Clauses or equivalent mechanisms approved under applicable law.

We retain personal information for as long as needed to provide the Service, meet legal and accounting requirements, resolve disputes, and enforce agreements. Retention periods vary by data type:

• Account data is kept while your subscription or workspace is active and for a reasonable period after closure;
• Call, SMS, and lead content is retained according to your workspace configuration and operational needs, unless deletion is requested earlier where we can reasonably do so;
• Billing records may be kept longer where required for tax and compliance purposes.

You may request deletion as described in Your rights and choices. Some information may be retained in backups or logs for a limited period after deletion from active systems.

We implement technical and organizational measures designed to protect personal information, including access controls, encryption in transit, monitoring, and least-privilege administrative access. No method of transmission or storage is completely secure; we cannot guarantee absolute security.

If you believe your account has been compromised, contact us immediately at support@callaid.ai.

Depending on your location, you may have the right to:

• Access personal information we hold about you;
• Correct inaccurate or incomplete information;
• Delete information, subject to legal and contractual limits;
• Restrict or object to certain processing;
• Receive a portable copy of information you provided;
• Withdraw consent where processing is based on consent;
• Lodge a complaint with your local data protection authority.

To exercise these rights, email support@callaid.ai. We may need to verify your identity before responding. If you contacted a business using CallAid, please contact that business first for enquiries about your call or message.

California residents: We do not sell personal information as defined under the CCPA/CPRA. You may request access, deletion, or correction as described above. We do not discriminate against you for exercising privacy rights.

We use cookies and similar technologies on our website and application to keep you signed in, remember preferences, measure performance, and—where you consent—support analytics and marketing.

• Strictly necessary cookies are required for core functionality and security. They cannot be disabled through our cookie banner without affecting the Service.
• Functional and analytics cookies help us understand how the product is used and improve reliability. You can accept or decline non-essential cookies through the cookie banner on our site.

You can also control cookies through your browser settings. Disabling certain cookies may limit features or require you to sign in again.

When a business uses CallAid to capture missed calls, run SMS follow-up, or operate an AI assistant, that business determines how end-customer data is used beyond the scope of CallAid's platform operations. The business is responsible for providing appropriate notices to its callers and customers, obtaining any required consents, and responding to data subject requests relating to its use of the Service.

CallAid processes end-customer call and message content on the business customer's instructions to deliver the Service. Businesses should configure retention, access controls, and integrations in line with their own compliance obligations.

The Service is intended for businesses and is not directed to children under 16. We do not knowingly collect personal information from children. If you believe we have collected information from a child, contact us and we will take appropriate steps to delete it.

We may update this Privacy Policy from time to time. When we make material changes, we will post the updated policy on this page and update the "Last updated" date. Where required by law, we will provide additional notice (for example, by email or in-product message). Continued use of the Service after changes become effective constitutes acceptance of the updated policy.

For privacy questions, requests, or complaints, contact us at support@callaid.ai. We aim to respond within a reasonable timeframe and in accordance with applicable law.