Privacy Policy

1. Introduction

CallWinback ("we," "our," or "us") operates the CallWinback platform, an AI-powered revenue recovery service for home service businesses. This Privacy Policy describes how we collect, use, disclose, and safeguard your personal information when you visit our website at callwinback.com, use our services, or interact with our AI voice agent and SMS messaging systems.

By using our services, you agree to the collection and use of information in accordance with this policy. If you do not agree with the terms of this Privacy Policy, please do not access or use our services.

2. Information We Collect

We collect the following categories of information:

2.1 Account Information

When you create an account or are invited to use our platform, we collect your name, email address, phone number, business name, business address, and trade type. For billing purposes, we collect payment information through our third-party payment processor, Stripe.

2.2 Call and Communication Data

When our AI voice agent handles calls on behalf of your business, we collect caller phone numbers, call recordings, call transcripts, call duration, and any information the caller provides during the conversation (such as their name, service needs, and contact details). We also collect SMS message content and delivery status for follow-up communications.

2.3 Usage Data

We automatically collect information about how you interact with our platform, including pages visited, features used, timestamps, IP address, browser type, and device information.

2.4 SMS Messaging Data

When you opt in to receive SMS messages from CallWinback or from a business using CallWinback, we collect your phone number and messaging consent status. We record opt-in timestamps, opt-out requests, and message delivery data to ensure compliance with applicable regulations.

3. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain our AI voice agent and revenue recovery services
• Process and complete transactions, including billing and invoicing
• Send transactional notifications such as missed call alerts, lead summaries, and job booking confirmations
• Analyze call data to extract lead information and service requests using AI
• Send SMS follow-up messages to callers on behalf of our client businesses, with appropriate consent
• Improve our AI voice agent's performance and accuracy
• Provide customer support and respond to inquiries
• Comply with legal obligations and enforce our terms of service

4. SMS Messaging Consent and Data Protection

We do not sell, rent, lease, or share your mobile phone number, SMS opt-in status, or messaging consent data with third parties or affiliates for their marketing or promotional purposes. Your messaging preferences are respected at all times, and you may opt out of SMS communications at any time by replying STOP to any message.

5. Third-Party Services

We use the following third-party services to operate our platform. Each service has its own privacy policy governing the use of your information:

We do not sell your personal information to any third party. Information is shared with the above services only as necessary to provide our services to you.

6. Call Recording Disclosure

Our AI voice agent may record calls for quality assurance, training, and to provide accurate call summaries and lead information to our client businesses. Callers are informed at the beginning of each call that the conversation may be recorded. Call recordings are stored securely and are accessible only to the business associated with the call and to CallWinback administrators. Recordings are retained for the duration of the client's subscription and for a reasonable period thereafter for compliance purposes.

7. Data Security

We implement appropriate technical and organizational security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include encryption of data in transit (TLS/SSL), secure authentication, access controls, and regular security assessments. However, no method of transmission over the Internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

8. Data Retention

We retain your personal information for as long as your account is active or as needed to provide services. Call recordings and transcripts are retained for the duration of the associated client's subscription. You may request deletion of your data by contacting us at the email address below. We will retain and use your information as necessary to comply with legal obligations, resolve disputes, and enforce our agreements.

9. Your Rights

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

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information, subject to legal retention requirements
• Opt-Out: Opt out of SMS communications by replying STOP to any message, or opt out of email communications using the unsubscribe link in any email
• Portability: Request a portable copy of your data in a commonly used format

To exercise any of these rights, contact us at [email protected].

10. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child under 18, we will take steps to delete that information promptly.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last updated" date. Your continued use of our services after any changes constitutes acceptance of the updated policy.

12. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at: