Privacy Policy
Effective Date: May 31, 2026 | Last Updated: August 15, 2026
1. What Information Do We Collect?
Information You Provide
- Account Information: Name, business name, email address, phone number, billing address
- Payment Information: Credit card details (processed securely by Stripe — we do not store card numbers)
- Call Configuration: Business hours, call routing preferences, custom greetings, FAQ content
- Business Documents: Menus, service lists, policies, and other files you deliberately upload after signing in. Do not upload patient records or other sensitive third-party information unless PrimCall has approved that use in writing.
- Communication Data: Email correspondence, support tickets, chat messages
Information We Collect Automatically
- Call Data: Phone numbers (caller and business), call duration, timestamps, concise summaries, captured details, and outcomes
- Usage Information: Pages visited, features used, session duration, IP address, browser type
- Server Logs: HTTP requests, error logs, access timestamps
- Cookies: Session cookies, analytics cookies (see Cookie Policy)
Information from Third Parties
- Vapi (Voice Provider): Live call audio for real-time processing and voice synthesis; PrimCall disables retained audio, word-for-word transcripts, call logs, and packet captures
- OpenAI (AI Model Provider): Call context and instructions needed to generate Sofia's responses, routed through our voice-service configuration
- Twilio (Phone Service): Phone numbers, call metadata, SMS delivery status
- Stripe (Payment Processing): Transaction records, payment method details
- Google Places API: Business location data for client provisioning
2. How Do We Use the Information?
We use collected information to:
- Provide Services: Answer calls, route inquiries, perform requested integrations, and send call summaries
- Account Management: Create and manage your account, process payments, send invoices
- Communication: Send transactional emails (call reports, billing notifications, service updates)
- Improvement: Analyze call quality, improve AI accuracy, develop new features
- Support: Respond to customer inquiries, troubleshoot technical issues
- Compliance: Maintain records for legal and regulatory requirements
- Marketing: Send promotional emails about new features (you can opt out anytime)
We do NOT:
- Sell your personal information to third parties
- Retain call audio recordings as part of the PrimCall service
- Share client data between different PrimCall customers
3. What Information Do We Share?
Service Providers
- Vapi: Live audio is processed to operate the call and produce a concise summary; retained audio and verbatim transcripts are disabled
- OpenAI: AI model processing used to produce Sofia's responses
- Twilio: Phone numbers and call routing data
- Stripe: Payment and billing information
- Resend: Email delivery service for transactional emails
- Google: Business location verification via Places API
Legal Requirements
We may disclose information if required by court orders, subpoenas, legal process, law enforcement requests, or protection of our rights, property, or safety.
Business Transfers
If PrimCall is acquired or merged, your information may be transferred to the new owner.
We do NOT share your information with:
- Marketing partners
- Advertisers
- Data brokers
4. Your Data Rights
Access Your Data
Request a copy of all personal information we hold about you.
Delete Your Data
Request deletion of your account. After verifying the request, we will complete the applicable deletion or de-identification steps within 30 days: remove account-scoped uploads and operational data we control, cancel the subscription and managed phone service, and use available provider tools to delete or de-identify provider data. We may retain limited billing, fraud-prevention, dispute, security, and legal records for the periods described below.
To request deletion: Email hello@primcall.co with subject "Data Deletion Request"
Correct Your Data
Update inaccurate information through your account dashboard or by contacting support.
Export Your Data
Download call summaries, captured details, and account data in machine-readable format (CSV, JSON).
Opt-Out of Marketing
Unsubscribe from promotional emails via the link in any marketing email, or email hello@primcall.co.
Restrict Processing
Request limitation of how we use your data (subject to legal obligations).
5. Data Retention
- Call Audio: PrimCall does not retain call recordings
- Verbatim Transcripts: PrimCall does not retain them
- Call Summaries and Captured Details: Up to 1 year unless needed longer for an active dispute, security matter, or legal duty
- Account Information: While the account is active; limited tax and billing records may be retained for up to 7 years
- Business Uploads: While needed for the active service, then removed during account deletion or earlier at your request when operationally possible
- Support Tickets: Up to 3 years
- Server Logs: 90 days
After the applicable period, data is deleted or de-identified from active systems. Encrypted backup copies expire through the normal backup-rotation process and are not restored for ordinary business use after a verified deletion request.
6. Data Security
- Encryption: Encrypted network transport and storage controls appropriate to the service
- Access Controls: Signed sessions, account-scoped file access, and role-based permissions
- Secure Infrastructure: Hosted on dedicated servers (Primcast datacenter, Miami)
- Security Maintenance: Dependency review, logging, testing, and remediation of identified issues
- Vendor Review: We review the security and data handling information made available by critical providers and limit the data sent to each provider to its operational purpose
7. International Data Transfers
PrimCall operates in the United States. If you are located outside the US, your data will be transferred to and processed in the US. We comply with GDPR for EU users and PIPEDA for Canadian users, and use Standard Contractual Clauses for international transfers.
8. Children's Privacy
PrimCall is not intended for users under 18. We do not knowingly collect information from children. If you believe a child has provided us with personal information, contact hello@primcall.co.
9. Cookie Policy
See our separate Cookie Policy for details on how we use cookies.
10. Changes to This Policy
We may update this Privacy Policy. Changes will be posted on this page with an updated "Last Updated" date. Continued use of PrimCall after changes constitutes acceptance.
11. Contact Us
Compliance
- • Australia Privacy Act 1988
- • GDPR (EU General Data Protection Regulation)
- • CCPA (California Consumer Privacy Act)
- • CAN-SPAM Act
- • Telephone Consumer Protection Act (TCPA)