Privacy Policy | Nicecall™

This Privacy Policy explains how Nicecall™ (“Nicecall.ai,” “Nicecall™,” “we,” “us,” or “our”) collects, uses, discloses, and protects information when you visit https://nicecall.ai, create an account, or use our products and services, including our AI phone receptionist, calling, texting, routing, recording, transcription, analytics, APIs, and integrations (collectively, the “Services”).

By using the Services, you agree to the practices described in this Privacy Policy.

Who This Policy Applies To

This Policy applies to:

Website visitors
Customers and users of our Services (“Customers,” “Users”)
People who communicate with our Customers through the Services (e.g., callers, recipients, leads, patients/clients, employees) (“End Users”)

Important note about roles: In many cases, Nicecall™ acts as a “service provider” or “processor” on behalf of a Customer. When we process data on a Customer’s instructions, the Customer is the “controller” (or “business”) and their privacy practices may also apply. If you are an End User interacting with a Customer using Nicecall, please direct privacy requests to that Customer first.

Information We Collect

A) Information you provide to us

Account information: name, email, phone number, company name, login credentials
Billing information: payment method details (processed by our payment processor), billing address, invoices
Support communications: emails, chats, call notes, feedback, and attachments you send to support
Configuration data: call flows, routing rules, scripts, prompts, message templates, scheduling preferences, contact lists you upload/import, integration settings

B) Information processed through the Services (Customer Data)

Depending on how a Customer configures the Services, we may process:

Call metadata: caller/recipient numbers, timestamps, duration, call status, routing outcomes
Message metadata and content: SMS/MMS content (where enabled), delivery status, opt-out keywords (e.g., STOP)
Call recordings and voicemails (if enabled by Customer)
Transcripts and summaries (if enabled)
Notes, tags, outcomes, and analytics generated within the platform
Contact data imported by Customers (names, phone numbers, email addresses, customer records, and related fields)

C) Automatically collected information

Device and usage data: IP address, browser type, device identifiers, pages/screens viewed, clicks, referral URLs, session activity
Cookies and similar technologies: used for authentication, preferences, analytics, and security (see Cookies section below)

How We Use Information

We use information for the following purposes:

A) Provide and operate the Services

Create and manage accounts
Route calls, send messages, deliver AI receptionist features
Provide recordings, transcripts, summaries, and analytics (if enabled)
Maintain performance, reliability, and platform functionality

B) Billing, payments, and account administration

Process subscriptions, usage-based charges, invoices, and taxes
Detect billing fraud or payment failures

C) Support and communications

Respond to support requests
Send service-related messages (e.g., confirmations, security alerts, system notices)
Provide onboarding, product updates, and administrative communications

D) Security, compliance, and abuse prevention

Prevent spam, fraud, and unauthorized access
Enforce our Terms & Conditions
Comply with legal obligations and lawful requests

E) Improve and develop the Services

Debugging, analytics, product research, and feature improvement
We may use de-identified or aggregated information to improve performance, reliability, and safety

AI note: The Services may generate AI outputs (e.g., call handling, transcripts, summaries). AI outputs may be inaccurate. Customers are responsible for verifying and ensuring appropriate use.

How We Share Information

We may share information in the following ways:

A) With service providers (“processors”)

We use vendors to help us operate the Services, such as hosting providers, telecom carriers, analytics providers, customer support tools, email/SMS delivery services, and payment processors. These vendors are authorized to process information only as needed to provide services to us and are required to protect it.

B) With telecom and messaging partners

Calling and messaging require coordination with carriers and telecom providers. Call/message metadata (and in some cases content, depending on routing and delivery) may be processed by these providers to deliver communications.

C) With integrations you enable

If you connect Third-Party Services (e.g., CRM, calendar, Zapier/webhooks), we will share data as you instruct through the integration settings. Your use of those third-party services is governed by their policies.

D) For legal reasons

We may disclose information if we believe it is necessary to:

comply with law, regulation, subpoena, or court order
respond to lawful requests by public authorities
protect rights, safety, and security of Nicecall™, our users, or others
investigate fraud, security issues, or violations of our Terms

E) Business transfers

If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets, information may be transferred as part of that transaction.

We do not sell your personal information in the traditional sense. (See U.S. State Privacy Rights section below.)

Call Recording, Consent, and Customer Responsibility

Customers control whether recording, transcription, and messaging features are enabled and what notices are provided to End Users. Recording and consent laws vary by jurisdiction. Customers are responsible for obtaining all required consents and providing legally sufficient disclosures for calls, recordings, and messages.

If you are an End User and you have questions about why a business contacted you, recorded a call, or sent messages, please contact that business directly.

Data Retention

We retain information for as long as necessary to provide the Services, comply with legal obligations, resolve disputes, enforce agreements, and protect our operations.

Retention periods may vary depending on:

Customer account settings and subscription status
Types of data (e.g., call logs vs. recordings vs. transcripts)
Legal, regulatory, and security requirements

Customers may be able to delete certain Customer Data through the platform. Some data may remain in backups for a limited period.

Security

We use reasonable administrative, technical, and organizational measures designed to protect information from unauthorized access, loss, misuse, or alteration. However, no system is 100% secure. You are responsible for maintaining strong passwords and controlling access to your account.

Cookies and Tracking Technologies

We use cookies and similar technologies to:

authenticate users and keep you logged in
remember preferences
measure performance and usage
prevent fraud and improve security

You can control cookies through your browser settings. If you disable cookies, some features may not function properly.

International Data Transfers

If you access the Services from outside the United States, your information may be processed and stored in the United States or other locations where our service providers operate. By using the Services, you understand your information may be transferred to jurisdictions with different data protection laws.

Your Privacy Rights (U.S. State Laws, Including California)

Depending on where you live, you may have rights such as:

Right to know/access: request information about categories of personal information collected, used, and disclosed
Right to delete: request deletion of certain personal information
Right to correct: request correction of inaccurate personal information
Right to opt out of “sale” or “sharing” (as defined by certain laws)
Right to non-discrimination for exercising your privacy rights

How to submit a request: email us at legal@nicecall.ai with the subject “Privacy Request.” We may need to verify your identity.

Important: If you are an End User communicating with a business that uses Nicecall™, we may be unable to fulfill certain requests directly because we process that data on the Customer’s behalf. In that case, we will direct you to the Customer (the data controller/business).

California notice: We do not sell personal information for money. We may use certain analytics or advertising tools that could be considered “sharing” under California law depending on configuration. If applicable, you can opt out by adjusting cookie preferences where available.

GDPR / EEA / UK Rights (If Applicable)

If you are located in the EEA, UK, or Switzerland, you may have rights including access, correction, deletion, restriction, portability, and objection, as well as the right to lodge a complaint with a data protection authority.

Legal bases for processing may include:

performance of a contract (providing the Services)
legitimate interests (security, fraud prevention, improvements)
compliance with legal obligations
consent (where required)

To exercise rights, email legal@nicecall.ai.

Children’s Privacy

The Services are not directed to children under 13 (or under 16 in certain jurisdictions), and we do not knowingly collect personal information from children. If you believe a child has provided personal information, contact us and we will take appropriate steps to delete it.

Third-Party Links and Services

Our website or Services may contain links to third-party sites or services. We are not responsible for their privacy practices. Please review their policies before providing information.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we will provide notice through the Services, by email, or by other reasonable means. The “Last Updated” date at the top indicates when changes took effect.

Contact Us

Nicecall.ai
Email: hello@nicecall.ai
Legal/Privacy: legal@nicecall.ai