Privacy Policy

1. Scope

This Privacy Policy applies to Business Phone HQ websites, account portals, business calling features, Smart Receptionist features, support interactions, and related services. A business that uses Business Phone HQ is responsible for the information it chooses to collect from its own callers and for providing any notices or obtaining any consents required by law.

2. Information we collect and process

Account and business information

We may process names, email addresses, login identifiers, business names, service addresses, business hours, routing destinations, authorized users, subscription information, support requests, and settings provided to operate the account.

Telecommunications and call information

Depending on enabled features, we may process originating and destination telephone numbers, caller ID information, call timestamps, duration, call status, routing events, call dispositions, voicemail, recordings, transcriptions, call summaries, callback requests, contacts, and usage records. Some telecommunications information may qualify as Customer Proprietary Network Information (CPNI) under federal law.

Smart Receptionist and automation data

We process the business knowledge, prompts, caller statements, requested actions, appointment details, workflow results, and other information necessary to provide enabled receptionist and automation features.

Payment and billing information

Payments are processed through supported payment providers. Business Phone HQ may receive transaction identifiers, payment status, billing address information, last-four or payment-method descriptors, subscription status, invoices, credits, and usage charges. We do not need customers to email full card numbers or payment credentials.

Technical information

We may process IP addresses, device and browser information, authentication events, error logs, security events, session data, cookies, and similar technical information used to operate, secure, and improve the service.

3. How we use information

• Provide phone numbers, call routing, voicemail, receptionist, callback, scheduling, integration, and account features.
• Authenticate users and protect accounts from unauthorized access.
• Calculate included usage, overages, invoices, credits, and payment status.
• Respond to support requests, investigate failed calls, troubleshoot integrations, and resolve disputes.
• Detect fraud, toll abuse, unlawful calling, account compromise, and violations of the Acceptable Use Policy.
• Comply with lawful requests, telecommunications obligations, tax/accounting requirements, and other legal duties.
• Improve reliability, usability, and service performance using information permitted for that purpose.

4. Call recording, voicemail, and transcription

Recording and transcription features may be enabled by account configuration or product features. Laws governing call recording and consent vary by jurisdiction. The customer is responsible for configuring appropriate announcements, notices, or consent mechanisms for its calls. Business Phone HQ may process recordings and transcripts to deliver the requested feature, create summaries, troubleshoot service, and protect against abuse.

5. How information may be shared

Information may be shared with telecommunications carriers, hosting/database providers, payment processors, email providers, AI or transcription providers, integration vendors, and other service providers only to the extent reasonably necessary to provide, secure, support, or bill for the service. We may also disclose information when required by valid legal process, to protect people or systems from fraud or abuse, or in connection with a corporate transaction subject to appropriate protections.

Business Phone HQ does not sell customer CPNI or call-detail information for money. Use or disclosure of CPNI is additionally governed by our CPNI / Privacy Procedure.

6. Data retention

Retention varies by data type, service configuration, legal obligation, carrier requirement, security need, and account status. We retain information for as long as reasonably necessary to provide the service, maintain billing and audit records, resolve disputes, meet legal obligations, or protect the service. Customers should export information they are required to retain before closing an account.

7. Security

We use account authentication, access controls, tenant-scoped application controls, audit records, secret-management practices, and provider security controls intended to protect customer information. No internet or telecommunications service can guarantee absolute security. Suspected account compromise should be reported promptly under the Support Escalation Policy.

8. Customer choices and requests

Workspace owners can manage users, routing destinations, receptionist knowledge, contacts, and many calling settings from the account. Depending on applicable law and the type of information involved, customers may request access, correction, deletion, restriction, or other privacy action. Certain telecom, billing, fraud-prevention, legal, or audit records may need to be retained.

9. Children

Business Phone HQ is a business communications service and is not directed to children under 13. Customers should not intentionally use the service to collect children's personal information in violation of applicable law.

10. Changes to this policy

We may update this policy as the product, providers, or legal requirements change. The updated date at the top of this page identifies the current version.

11. Contact

Privacy and CPNI questions may be sent to support@businessphonehq.com with the subject line Privacy / CPNI.