Privacy Policy

1. Who we are

CallBlade, Inc. (CallBlade, we, us) is a Florida corporation. We provide business process outsourcing services delivered by trained human agents, AI voice agent software, and the CallBlade portal that customers use to manage both (together, the Services).

Our Services are offered to businesses. They are not intended for personal, family or household use.

2. Our role: controller and service provider

When we handle information about our website visitors, prospects, customer account users and our own workforce, we decide how that information is used and this policy applies directly.

When we handle information on behalf of a business customer, such as call recordings, transcripts, contact lists and the details of consumers our customers call or receive calls from, we act as that customer's service provider (also called a processor). The customer decides why that information is collected and is responsible for its own privacy notices and legal obligations. If you are a consumer who interacted with one of our customers, please contact that business first. We will help our customers respond to your request.

3. Information we collect

Information you give us: your name, company, job title, email address, phone number and the content of your messages when you contact us, request a team, book a call or submit a do-not-call request; and account details such as name, email address, username and role when you or your company sets up portal access.

Billing information: billing contacts, invoices and payment records. Card and bank account payments are processed by our payment processor. We do not store full card numbers or full bank account numbers on our systems.

Service data: call recordings, transcripts and call details (phone numbers, times, durations and outcomes); AI agent settings, scripts and knowledge base content; contact lists and campaign data our customers provide; and workforce records such as time clock punches, timesheets, schedules and campaign assignments.

Technical information: IP address, browser and device type, log data and security events collected when you use our website or portal.

4. How we use information

We use personal information to provide, operate and support the Services; place, receive, route, record and transcribe calls as our customers configure them; calculate usage, prepare invoices and process payments; track time and run payroll for our workforce; respond to inquiries and provide support; keep the Services secure and prevent fraud and abuse; honor do-not-call and stop-calling requests; comply with legal obligations; and improve the Services using aggregated or de-identified information.

We do not sell personal information, and we do not share it for cross-context behavioral advertising. We do not use customer call content to train our own AI models.

5. Health information

Some customers use the Services for health-related calls. Protected health information (PHI) may only be processed through AI agents that have Health Mode turned on, after the customer accepts our Business Associate Agreement (BAA). Our handling of PHI is governed by HIPAA and that BAA. Customers may not send PHI to any other part of the Services.

6. How we share information

With service providers that help us run the Services under contracts that limit how they may use the information, including providers of telecommunications and AI voice processing (such as Telnyx), cloud hosting and storage (such as Amazon Web Services and Vercel), sign-in and account security (such as Clerk), payment processing (such as Stripe), accounting and invoicing (such as Intuit QuickBooks), and email delivery (such as SendGrid).

With the customer we perform services for. For example, a customer can see the call results and approved timesheets for its own campaigns.

With our workforce, including team members located outside the United States, only as needed to perform the Services and under confidentiality obligations.

When required by law or legal process, to protect the rights, safety and property of CallBlade, our customers or others, in connection with a merger, acquisition or sale of assets, or with your consent.

7. International transfers

We store data primarily in the United States. Members of our team located in Egypt may access customer and campaign data remotely to perform the Services. Access is limited by role, protected by our security controls and subject to confidentiality obligations.

8. How long we keep information

We keep account information while the account is active. Call recordings and transcripts are kept while the customer's account is active and deleted within 90 days after the account closes, unless the customer's agreement or the law requires a different period. Billing, tax and payroll records are kept for as long as tax and accounting laws require. Do-not-call requests are kept as long as needed to honor them. We may keep information longer where needed to resolve disputes, enforce our agreements or comply with law.

9. Security

We use administrative, technical and physical safeguards designed to protect personal information, including encryption in transit and at rest, role-based access controls and audit logging. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. Cookies

Our marketing website does not use advertising or analytics cookies. The portal uses cookies and similar technologies that are necessary for sign-in, keeping you signed in, and security. You can control cookies through your browser settings, but the portal will not work without the necessary ones.

11. Your choices and rights

You may ask us to access, correct or delete your personal information, and you may opt out of marketing emails at any time by using the unsubscribe link or contacting us. To stop receiving calls from CallBlade or from campaigns we run, use our do-not-call page at callblade.com/do-not-call or email legal@callblade.com.

We will verify your request before acting on it. You may use an authorized agent, and we may ask the agent for proof of authorization. We will not discriminate against you for exercising your rights.

12. California residents

California residents have the right to know what personal information we collect, use and disclose; to request deletion and correction; to opt out of the sale or sharing of personal information; and to limit the use of sensitive personal information. We do not sell or share personal information, and we use sensitive personal information only as permitted by law.

In the past 12 months we have collected these categories of personal information: identifiers and contact details; commercial and billing information; internet and network activity; audio information such as call recordings; professional and employment information; and, where Health Mode is used under a BAA, health information. We collect them from you, from our customers and automatically, for the purposes described above, and disclose them to the categories of recipients described above.

13. Children

Our Services are intended for businesses and are not directed to children. We do not knowingly collect personal information from anyone under 18.

14. Changes to this policy

We may update this policy from time to time. We will post the updated version on this page with a new date, and we will notify customer account owners by email of any material change.

15. Contact us

Privacy questions, requests and do-not-call requests: legal@callblade.com.