Privacy Policy

01Who this Policy covers

Our Services involve two groups of people, and this Policy applies to both:

• Our customers. The businesses (such as contractors and home-services companies) that subscribe to the Services, and their authorized users. When we refer to "you" in the context of an account, we mean our customer.
• Callers. The individuals who call our customers' phone numbers and interact with our AI, or who are routed or transferred through the Services. Callers do not have an account with us. Our customers determine how the Services are used to handle their calls, and our customers are responsible for informing their callers about recording and for obtaining any consent required by law. When we handle caller information, we do so on behalf of, and under the instructions of, the customer whose number was called.

02Information we collect

From our customers, we collect:

• Account and contact information — name, business name, email, phone number, and billing details.
• Business configuration information — service areas, hours, emergency and routing rules, transfer contacts, scripts, prompts, and similar settings you provide to configure the Services.
• Payment information — processed by our third-party payment processor. We do not store full card numbers ourselves.
• Usage and account activity — plan, minutes used, call counts, login and portal activity, and support communications.

From callers, in the course of handling calls on our customers' behalf, we may collect:

• Call audio and recordings, and transcripts generated from them.
• Caller-provided information — such as name, phone number, service address, the nature of the service request, and any other information the caller shares during the call.
• Call metadata — such as the phone numbers involved, date, time, and duration of the call, and the outcome or disposition of the call.

From website visitors, we may collect:

• Basic technical information such as IP address, browser type, and pages visited, and any information you submit through website forms. [If you add website analytics or cookies later, disclose them here.]

03How we use information

We use information to:

• Provide, operate, maintain, and configure the Services.
• Answer, qualify, route, transfer, and follow up on calls according to our customers' settings.
• Generate call transcripts, summaries, and outcome records for our customers.
• Process payments, manage subscriptions, and communicate about accounts.
• Provide customer support and respond to requests.
• Monitor, secure, troubleshoot, and improve the Services.
• Comply with legal obligations and enforce our Terms.

We do not use call recordings or transcripts to serve advertising, and we do not sell personal information.

04How we share information

We share personal information only as follows:

Service providers (sub-processors).

We use trusted third parties to operate the Services. They may process personal information only to provide services to us and are not permitted to use it for their own purposes. These include:

• Our AI answering and platform provider, which operates the AI agents, portal, and call handling.
• Telecommunications carriers, which provide the phone numbers and carry the calls.
• AI model, voice synthesis, and speech-to-text providers, which power the AI's understanding and speech.
• Our payment processor, which handles billing.
• Other operational providers such as hosting, email, and support tools we use to run the business.

Our customers. Caller information collected on a customer's behalf is made available to that customer through transcripts, summaries, call records, and routing.

Legal and safety. We may disclose information if required by law, subpoena, or legal process, or to protect the rights, safety, or property of ProAI, our customers, or others.

Business transfers. If we are involved in a merger, acquisition, financing, or sale of assets, information may be transferred as part of that transaction, subject to this Policy.

We do not sell personal information, and we do not share it with third parties for their own marketing or advertising.

05Call recording and consent

The Services record and transcribe calls so we can provide call answering, transcripts, and outcomes to our customers. Recording and transcription are core functions of the Services.

Our customers are responsible for providing any legally required notice to their callers and for obtaining any consent required under applicable call-recording laws, which vary by state and jurisdiction. If you are a caller and have questions about how a particular business records or uses your call, please contact that business directly, as they control how the Services are used for their calls.

06Data retention

We retain personal information for as long as needed to provide the Services, maintain records of calls and outcomes for our customers, comply with legal obligations, resolve disputes, and enforce our agreements. Retention periods for call recordings and transcripts may be configured with our customers. When information is no longer needed, we take reasonable steps to delete or de-identify it. Call recordings are retained for 24 months by default.

07Data security

We use commercially reasonable technical and organizational measures to protect personal information, and we rely on reputable providers that maintain their own security practices. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security. Customers are responsible for safeguarding their account credentials and for handling any caller information they receive in compliance with applicable law.

08Your choices and rights

Our customers can access and update much of their account information through the account portal, or by contacting us. You may request access to, correction of, or deletion of personal information we hold about you, subject to legal and operational limits (for example, information we must retain for billing or legal reasons).

Because our Services operate on behalf of our customers, if you are a caller and wish to access or delete information collected during a call, please contact the business you called, since they control that information. We will assist our customers in responding to such requests as needed.

Depending on where you live, you may have additional rights under state or other privacy laws. To exercise any right, contact us at [PRIVACY EMAIL]. We will respond as required by applicable law. [California, GDPR, or other jurisdiction-specific rights can be added here if you expand coverage.]

09Children's privacy

The Services are intended for businesses and are not directed to children. We do not knowingly collect personal information from children under 13. If you believe a child has provided us information, contact us and we will take appropriate steps to delete it.

10Third-party links and services

Our website or Services may link to or integrate with third-party services (such as calendar or CRM tools our customers choose to connect). We are not responsible for the privacy practices of those third parties, and we encourage you to review their privacy policies.

11Changes to this Policy

We may update this Policy from time to time. If we make material changes, we will update the "Last updated" date and, where appropriate, notify customers by email or through the account portal. Your continued use of the Services after the effective date constitutes acceptance of the updated Policy.

12Contact us

If you have questions or requests regarding this Policy or your personal information, contact: support@proai.tech

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