Privacy Policy

1. Introduction

Mermaid Phone ("we," "our," or "us") is a product of Laguna Foundry, a digital agency based in Laguna Beach, California. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered phone answering and voicemail service, website, and related services (collectively, the "Service").

By using the Service, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree, please do not use the Service.

2. Information We Collect

2.1 Information You Provide

• Account Information: Name, email address, phone number, business name, business address, and industry type when you register for an account.
• Business Data: Services you offer, business hours, pricing information, and other details you provide to configure your AI phone agent.
• Payment Information: Billing details processed securely through Stripe. We do not store your full credit card number on our servers.
• Communications: Messages you send us through contact forms, email, or support channels.

2.2 Information Collected Automatically

• Call Recordings: Phone calls handled by your AI agent are recorded for service delivery, quality assurance, and to provide you with call summaries and transcripts. Callers are informed that calls may be recorded.
• Call Metadata: Phone numbers, call duration, timestamps, and call outcomes (booked, message taken, transferred, etc.).
• SMS Data: Text message content, phone numbers, and timestamps for messages sent and received through the Service.
• Website Usage: IP address, browser type, device information, pages visited, and referring URLs collected through standard web analytics.
• Caller Information: Phone numbers and any information callers provide during conversations with your AI agent (name, appointment preferences, messages, etc.).

2.3 Information from Third Parties

• Website Scraping: When you set up your account, we may scrape your business website (with your permission) to auto-configure your AI agent with accurate business information.
• Calendar Integrations: Appointment availability from connected calendar services.

3. AI Call Recording and Monitoring

Specifically:

• Callers are informed at the beginning of each call that they are speaking with an AI assistant and that the call may be recorded.
• Call recordings and transcripts are stored securely and made available to you (the business owner) through your dashboard.
• Call data is used to improve the AI agent's performance and accuracy for your business.
• We may use anonymized and aggregated call data to improve our Service generally.
• Call recordings are retained for 90 days unless you request earlier deletion or your account requires longer retention for compliance purposes.

4. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain the Service, including AI call answering, SMS messaging, scheduling, and CRM features.
• Configure and train your AI phone agent with your business details.
• Process payments and manage your subscription.
• Send you service-related notifications (call summaries, booking confirmations, system updates).
• Provide customer support and respond to your inquiries.
• Improve and optimize the Service, including AI accuracy and call handling quality.
• Detect and prevent fraud, abuse, or technical issues.
• Comply with legal obligations.

5. Third-Party Services

We use the following third-party services to deliver the Service. Each has its own privacy policy governing its use of data:

• Retell AI: Powers our AI voice agent technology. Processes call audio and generates responses in real time.
• Twilio: Provides telephony infrastructure for phone calls and SMS messaging.
• Supabase: Hosts our database and authentication services.
• Stripe: Processes payments securely. Your payment information is handled directly by Stripe and subject to their privacy policy.
• OpenAI: Provides AI language processing for call handling, message generation, and business data analysis.

We do not sell your personal information to third parties. We share data with the service providers listed above only to the extent necessary to deliver the Service.

6. Data Retention

• Account Data: Retained for as long as your account is active, plus 30 days after account deletion to allow for reactivation.
• Call Recordings: Retained for 90 days, then automatically deleted unless required for ongoing service or legal compliance.
• SMS Messages: Retained for the duration of your active account.
• Payment Records: Retained as required by tax and financial reporting laws (typically 7 years).
• Analytics Data: Anonymized and aggregated data may be retained indefinitely for service improvement.

7. Data Security

We implement industry-standard security measures to protect your data, including encryption in transit (TLS/SSL), secure data storage, access controls, and regular security reviews. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

8. Your Rights

You have the right to:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete data.
• Deletion: Request deletion of your personal data, subject to legal retention requirements.
• Export: Request your data in a portable format.
• Opt-Out: Unsubscribe from marketing communications at any time.

To exercise any of these rights, contact us at help@mermaidphone.com.

9. California Privacy Rights (CCPA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA):

• Right to Know: You may request details about the categories and specific pieces of personal information we have collected about you in the past 12 months.
• Right to Delete: You may request deletion of your personal information, with certain exceptions.
• Right to Non-Discrimination: We will not discriminate against you for exercising your CCPA rights.
• No Sale of Data: We do not sell personal information as defined under the CCPA.

To make a CCPA request, email us at help@mermaidphone.com with the subject line "CCPA Request." We will verify your identity before processing your request.

10. Children's Privacy

The Service is not intended for use by anyone under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that we have collected data from a child under 13, we will take steps to delete that information promptly. If you believe a child under 13 has provided us with personal information, please contact us at help@mermaidphone.com.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the updated policy on this page and updating the "Last updated" date. Your continued use of the Service after changes are posted constitutes your acceptance of the revised policy.

12. Contact Us

If you have any questions about this Privacy Policy, please contact us:

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