Privacy Policy

1. Introduction

CallCover ("we", "us", or "our") operates an intelligent voice AI platform for New Zealand businesses. This Privacy Policy explains how we collect, use, and protect your information when you use our service at callcover.com (the "Service").

We are committed to protecting your privacy in accordance with the Privacy Act 2020. This service is not intended for individuals under 18 years of age.

2. Information We Collect

Account Information

Full name and email address
Password (encrypted and securely stored)
Mobile phone number
Business name, website, and address
Business description, services, and operating hours
Brand voice preferences and FAQs

Call Information

Phone numbers, call duration, timestamps, and status
Call recordings and transcripts
Call summaries and sentiment analysis
Customer names (when identified during calls)

Technical Information

Session cookies and IP addresses
Activity logs and browser information
Page views and navigation patterns

Payment Information

We use Stripe to process payments. Stripe handles your payment card information and billing address. We store your Stripe customer ID and subscription status but do not store your complete credit card details.

3. How We Use Your Information

We use your information to:

Create and manage your account
Configure and operate your AI voice assistant
Manage your phone number and process calls
Store call recordings and generate transcripts
Process payments and manage subscriptions
Provide customer support
Send transactional emails and SMS notifications (when enabled)
Improve our service and develop new features
Detect fraud and maintain security
Comply with legal obligations

4. How We Share Your Information

Service Providers

We work with trusted service providers who help operate our Service:

Cloud database and storage providers
Voice AI technology providers
Payment processors (Stripe)
Telecommunications providers
AI processing providers
Hosting and analytics providers

All service providers are required to maintain appropriate security standards and handle your data in accordance with New Zealand privacy laws.

Team Members

If you're part of a team account, other team members with appropriate permissions may access your business profile, call logs, recordings, and settings. Team owners have full access to all team data.

Legal Requirements

We may disclose your information if required by New Zealand law or in response to valid legal processes, government requests, or to protect our rights and prevent fraud.

Business Transfers

In the event of a merger or acquisition, your information may be transferred to the new owner. We will notify you via email before this occurs.

5. Data Security

We protect your information using:

HTTPS/TLS encryption for all data transmission
Industry-standard password hashing
Secure HTTP-only cookies
Encrypted storage of credentials and API keys
Strict access controls
Activity logging and monitoring

All service providers maintain industry-standard security certifications (such as SOC 2 Type II) and follow best security practices.

6. Data Retention and Deletion

Active Accounts

Call Recordings: Stored until you delete your account or request deletion
Activity Logs: Retained during your subscription
Business Profile: Maintained throughout your subscription

Account Deletion

When you delete your account:

Your account is immediately marked as deleted
Session cookies are invalidated and access is terminated
Your subscription is cancelled and resources are released
Call recordings are deleted from our storage
Activity logs are retained for 90 days for audit purposes
Account data is retained for 90 days to allow recovery
After 90 days, all data is permanently deleted

Payment processors may retain payment history as required by financial regulations.

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 standard format within 20 days.

7. Your Privacy Rights

Under the Privacy Act 2020, you have the right to:

Access your personal information
Correct inaccurate information
Delete your information (subject to legal retention requirements)
Export your data in a portable format
Object to certain processing of your information
Withdraw consent at any time

To exercise these rights, contact us at privacy@callcover.com or through your account settings. We will respond within 20 days.

8. Call Recording

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

You (the business) consent to recording calls to your CallCover number

9. Cookies

We use two types of cookies:

Essential Cookies: Secure HTTP-only cookies for authentication and session management (24 hours, automatically refreshed)

Analytics Cookies: Track page views and user behaviour to improve our Service. You can opt out using browser settings or analytics opt-out add-ons.

Disabling essential cookies will prevent you from using the Service.

10. Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices or legal requirements. We will notify you of material changes by:

Posting the updated policy on this page
Updating the "Last Updated" date
Sending an email notification for significant changes

Your continued use of the Service after changes become effective means you accept the revised policy.

11. Data Breaches

If a data breach affects your personal information, we will notify you within 72 hours and provide guidance on protective measures you can take. We will also notify the Office of the Privacy Commissioner as required by law.

12. Contact Information

For questions or requests regarding this Privacy Policy:

Email: privacy@callcover.com

Support: support@callcover.com

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