1. Scope

This Privacy Policy explains how we collect, use, disclose, and protect Personal Information when businesses ("Customers") use WOWCall and when end users/callers ("Callers") interact with WOWCall-handled calls, SMS/MMS, emails, web widgets, and APIs. If you are a Caller engaging with a business that uses WOWCall, we process your data on that business's behalf.

2. Key Definitions

• Personal Information: Information about an identifiable individual or that could reasonably identify one.
• Customer Data: Content a Customer provides or generates in the Service (e.g., call audio, recordings, transcripts, message logs, contact lists, CRM data).
• Caller Data: Personal Information from Callers (e.g., phone number, voice audio, DTMF, transcripts).
• Usage Data: Diagnostics and analytics (e.g., device/browser metadata, IP address, timestamps, performance metrics).
• Sensitive Data: Includes financial details, precise location, government IDs, health data, biometric identifiers (e.g., voiceprints).

3. What We Collect

• Account & Billing (Customers): Name, business info, email, phone, password hashes, plan, invoices, and payment tokens via our PCI-compliant processor.
• Communications & Content: Call metadata (to/from, duration), audio recordings, transcripts, voicemail, SMS/MMS/email content, attachments, notes, and summaries.
• Integrations: Data exchanged with telephony, calendars, CRMs, help desks, storage, analytics, or email providers you connect.
• Cookies/Tracking: Necessary cookies, auth/session tokens, and optional analytics/marketing cookies (see Cookie Notice).
• Support & Feedback: Tickets, chats, and support call recordings.
• Usage Data & Logs: IP, device, app version, timestamps, headers, and error logs.
• Optional training/quality data: Only if you opt in (see §9).

4. How We Use Information

• Provide and secure the Service; route and answer calls; generate transcripts/summaries; send messages; integrate with systems.
• Authentication, account management, billing, fraud prevention, and abuse/threat detection.
• Analytics to improve accuracy, latency, reliability, and user experience.
• Legal compliance (e.g., consent, do-not-call rules where applicable).
• With your consent or as otherwise permitted by law.

5. Legal Bases (GDPR/UK GDPR)

• Contract
• Legitimate Interests (security, improvement, anti-abuse)
• Consent (e.g., marketing cookies, certain call recordings where required)
• Legal Obligation

6. Consent & Caller Notifications

• Customers are responsible for obtaining and honoring required consents from Callers (e.g., one-party vs. two-party recording).
• WOWCall provides tools to play consent messages and capture opt-outs. Where required by law, WOWCall will play a recording disclosure if enabled by the Customer.
• Sample prompt: "This call is answered by WOWCall on behalf of [Your Business]. Your call may be recorded and transcribed to assist you."

7. Sharing & Disclosures

• Subprocessors/Service Providers: Telephony, cloud hosting, AI/NLP, storage, analytics, email/SMS gateways, payment processors, support tools—under contract and confidentiality (see Appendix A on our site, kept current).
• Customer-authorized integrations: CRMs, calendars, help desks, etc.
• Compliance and safety: To comply with law, legal process, or prevent harm, fraud, spam, or abuse.
• Business transfers: Merger, acquisition, financing, or sale of assets (with safeguards/notice as required).

We do not sell Personal Information.

8. International Transfers

Data may be processed in Canada, the U.S., EU, UK, or other regions where subprocessors operate. We use appropriate safeguards (e.g., SCCs, UK Addendum).

9. AI/Model Training

• By default, Customer/Caller content is not used to train foundation models.
• We may use de-identified, aggregated telemetry to improve system performance.
• If we ever offer an opt-in for de-identified content for quality/training, we'll present clear controls. You can opt out any time.

10. Data Retention

• Default retention: We retain Customer/Caller content for 6 months to enable clients to resubscribe easily.
• Deletion: Content can be deleted on request—email hello@wowcall.ai.
• Account/billing records: Retained as required by law (e.g., 7 years).
• Backups/logs: Roll off on fixed schedules.

11. Security

We employ administrative, technical, and physical safeguards (encryption in transit and at rest where supported, access controls, least privilege, audit logging, MFA for staff, secure SDLC, vendor reviews). No method is 100% secure; report issues to hello@wowcall.ai.

12. Your Rights

Depending on your location, you may request access, correction, deletion, portability, restriction, objection, or opt out of certain processing/"sales"/"sharing" (California). Email hello@wowcall.ai. We will authenticate requests and respond within applicable timeframes.

13. Marketing Communications

We comply with anti-spam laws (e.g., CASL). Unsubscribe via links in emails or by contacting us.

14. SMS / Text Messaging

• By providing your mobile number and opting in, you consent to receive SMS text messages from WOWCall — including appointment and call reminders, account and service status updates, service-related notifications, and occasional promotional offers.
• Message frequency varies. Message and data rates may apply.
• Reply STOP at any time to unsubscribe, or HELP for assistance.
• Mobile information and SMS opt-in consent will not be shared with or sold to any third parties or affiliates for their marketing or promotional purposes. Message content may be shared only with our subprocessors (e.g., our SMS/telephony gateway) strictly to deliver the messages you have requested.

15. Children

Not directed to children under 16. We do not knowingly collect children's data.

16. Do Not Track / Global Privacy Control

We honor legally recognized signals where required.

17. Changes

We may update this Policy and will post the "Effective date" above. Material changes will be notified via the Service or email.

18. Contact & Complaints

WOW Call INC. — 169 Enterprise Blvd, Suite 300, Markham, ON L6G 0E7 — hello@wowcall.ai. You may also lodge a complaint with your local data protection authority.