Privacy Policy

1. Scope

This Privacy Policy applies to information processed by Recapito through recapito.io, callplan.net, CallPlan, CallPlan Essentials, customer onboarding, support interactions, and related services (collectively, the "Services").

When a business customer uses CallPlan to communicate with its own callers, prospects, customers, employees, or other individuals, that business generally determines why and how those communications occur. In those situations, Recapito may process information on the customer's behalf in order to provide the Services.

2. Information We Collect

Depending on how you use the Services, we may collect the following categories of information:

• Account and contact information: name, business name, email address, phone number, and similar contact details.
• Onboarding information: business hours, services, appointment rules, staff information, transfer instructions, FAQs, policies, and other information used to configure an AI agent.
• Billing information: subscription status, transaction information, and billing-related details. Payment card information may be collected and processed directly by our payment processor rather than stored by Recapito.
• Communications: information you provide through forms, email, telephone calls, support requests, or other communications with us.
• Usage and technical information: IP address, browser and device information, timestamps, log data, pages visited, service activity, and diagnostic information.
• AI agent and call information: telephone numbers, call metadata, transcripts, recordings when enabled, summaries, appointment information, transfer details, and other information generated or provided during interactions with an AI agent.

3. Calls, Recordings, Transcripts & AI Data

CallPlan may process telephone calls and related communications using artificial intelligence and telecommunications technology. Depending on the customer's configuration and the applicable service features, calls may be recorded, transcribed, summarized, analyzed, or otherwise processed so the AI agent can respond, route calls, schedule appointments, generate reports, and perform requested functions.

We may use call-related data to provide the Services, troubleshoot problems, improve reliability, detect misuse, support customers, and maintain service quality. We do not represent that AI-generated transcripts or summaries will be error-free.

4. How We Use Information

We may use information to:

• create, configure, operate, and maintain customer accounts and AI agents;
• process calls, transfers, messages, appointments, and related workflows;
• provide customer service and technical support;
• process subscriptions, payments, and billing;
• send administrative notices, service communications, and requested information;
• monitor performance, troubleshoot issues, prevent abuse, and improve the Services;
• maintain security, enforce our Terms of Service, and protect Recapito, our customers, and others;
• comply with applicable legal obligations; and
• develop and improve our products, features, and operational processes using information that we are permitted to use for those purposes.

5. How We Share Information

We may disclose information in the following circumstances:

• At a customer's direction: for example, to transfer a call, schedule an appointment, send information to an integration, or otherwise perform the customer's requested workflow.
• Service providers: to vendors that provide infrastructure, AI, telecommunications, scheduling, payment processing, hosting, analytics, security, email, and other services used to operate CallPlan.
• Legal and safety purposes: when reasonably necessary to comply with law, legal process, enforce our agreements, investigate fraud or misuse, or protect rights, property, or safety.
• Business transactions: in connection with a merger, acquisition, financing, sale of assets, reorganization, or similar business transaction, subject to applicable law.
• With consent: when you authorize or direct us to share information.

Recapito does not sell personal information in exchange for money.

6. Third-Party Service Providers

CallPlan relies on third-party technology providers to deliver portions of the Services. These may include payment processors, telecommunications providers, artificial intelligence providers, scheduling platforms, hosting providers, email providers, analytics providers, and other infrastructure vendors.

These providers may process information as necessary to perform services for Recapito or our customers. Their processing may also be governed by their own terms and privacy practices where they act independently.

7. Data Retention

We retain information for as long as reasonably necessary to provide the Services, maintain business and financial records, resolve disputes, enforce agreements, meet legal obligations, maintain security, and support legitimate business operations. Retention periods may vary depending on the type of information, customer configuration, contractual requirements, legal requirements, and the purpose for which the information was collected.

When information is no longer reasonably needed, we may delete, de-identify, or securely dispose of it, subject to technical limitations and lawful retention requirements.

8. Security

We use reasonable administrative, technical, and organizational safeguards designed to protect information against unauthorized access, loss, misuse, alteration, or disclosure. No internet-based service, telecommunications platform, or storage system can be guaranteed to be completely secure, and we cannot guarantee absolute security.

9. Your Privacy Rights

Depending on where you live and the laws that apply, you may have rights regarding your personal information. These may include rights to request access, correction, deletion, portability, restriction of certain processing, or information about how personal information is used or disclosed.

If Recapito processes your information on behalf of one of our business customers, we may direct your request to that customer because the customer may be responsible for responding to the request. We will assist customers where required by applicable law or contract.

You may submit a privacy request using the contact form available through our websites. We may need to verify your identity before completing certain requests. We will not discriminate against you for exercising privacy rights provided by applicable law.

10. Cookies, Logs & Analytics

Our websites and Services may use cookies, server logs, and similar technologies for essential functionality, security, preferences, diagnostics, traffic measurement, and service improvement. Your browser may allow you to block or delete cookies, although doing so may affect some website or service functionality.

11. Children

The Services are designed for businesses and are not directed to children under 13. We do not knowingly operate CallPlan for the purpose of collecting personal information directly from children under 13. If you believe a child has provided personal information directly to Recapito inappropriately, please contact us so we can review the matter.

12. International Processing

Recapito and its service providers may process information in the United States and other countries where our providers operate. Those countries may have data protection laws that differ from the laws where you live. Where required, we take appropriate steps relating to cross-border processing and transfers.

13. Changes to This Privacy Policy

We may update this Privacy Policy as our Services, technology, or legal obligations change. When we make changes, we will post the updated version on this page and revise the "Last updated" date. Material changes may also be communicated through the Services or by other appropriate means.

14. Contact Us

If you have questions about this Privacy Policy or want to submit a privacy request, contact Recapito through our website or CallPlan.