Privacy Policy

ReturnCall.ai is operated by nuCode Technologies Inc. ("we", "us"). This policy explains what we collect, why, who we share it with, and how long we keep it.

Two groups of people are covered. Customers are the businesses who subscribe to ReturnCall and their staff. Callers are the members of the public who telephone a customer's business and speak to our AI receptionist. We handle caller information on our customer's behalf — the customer decides why the call happened and what is done with it.

Information we collect

From callers

• Phone number — the number the call came from.
• Call recording and transcript — audio of the call and its text transcript.
• What you tell the receptionist — your name, service address, and a description of the work you need.
• Photos — if the receptionist asks you to text a photo of the problem and you choose to send one.

From customers

• Account details — name, email address, and business information.
• Business configuration — service area, hours, pricing, and trade.
• Billing information — handled entirely by our payment processor. We never receive or store your card number.
• Calendar access — see the Google Calendar section below.

Calls are recorded

Calls to a business using ReturnCall are recorded and transcribed. The receptionist discloses this at the start of the call. If you would rather not be recorded, you can end the call and contact the business another way.

Recordings and transcripts belong to the business you called. They use them to understand the job, quote it, and schedule it.

Google Calendar

When a customer connects their Google Calendar, we request permission to read and create calendar events. We use this access for exactly two things:

• Reading availability — checking which times are free so the receptionist can offer them.
• Creating booking events — writing a confirmed appointment into the calendar.

We do not read the contents of unrelated calendar events, and we do not use Google Calendar data for advertising, profiling, or training machine-learning models. We store only the access token needed to keep the connection working, encrypted at rest. A customer can disconnect at any time from their dashboard settings, which revokes our access.

Our use of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements.

How we use information

• To answer calls, understand the request, and judge urgency.
• To quote a price range from the business's own pricing.
• To check the service area and book the appointment.
• To notify the business about the job, by text message and email.
• To show the business its call history, recordings and bookings.
• To operate, secure, support and bill for the service.

We do not sell personal information, and we do not use call recordings, transcripts or photos to train our own machine-learning models.

Who we share it with

We use specialist service providers to deliver the service. They may process personal information on our instructions and are not permitted to use it for their own purposes. By category, they are:

• Telephony and messaging providers — carry the call and send text messages.
• Speech recognition and speech synthesis providers — turn speech into text and generate the receptionist's voice.
• AI language model providers — understand what the caller is asking for and decide how to respond.
• Cloud hosting and storage providers — run the service and store recordings, transcripts and photos.
• Identity and authentication providers — sign customers in to the dashboard.
• Payment processors — take subscription payments. Card details go directly to them and never reach our systems.
• Email delivery providers — send notifications and account email.
• Analytics providers — help us understand how the website is used.
• Google — calendar availability and booking, as described above.

We will also disclose information where the law requires it, or to protect our rights or someone's safety. If our business is sold or merged, information may transfer as part of that transaction; we will say so beforehand.

We can provide the current list of named providers to customers on request — write to hello@returncall.ai.

Where information is stored

Our servers and storage are located in the United States. Some of our service providers operate in other countries. This means information about you may be stored or processed outside Canada, and may be accessible to courts and law enforcement in those countries under their laws.

How long we keep it

• Call recordings, transcripts and photos — 12 months, then deleted.
• Booking and job records — for as long as the customer's account is open.
• Account and billing records — for as long as the account is open, and afterwards only where tax or accounting law requires it.

When a customer closes their account we delete their data within 90 days, except where we are legally required to keep it.

Security

Data is encrypted in transit and at rest. Sensitive credentials, including calendar access tokens, are encrypted with keys held separately from the database. Access is limited to staff who need it to run the service. No system is perfectly secure, and we cannot guarantee absolute security.

Your rights

Under Canadian privacy law you can ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. Write to hello@returncall.ai and we will respond within 30 days.

If you are a caller, the business you telephoned controls the recording of your call. We will pass your request to them and help them action it.

If you are unhappy with our response, you can complain to the Office of the Privacy Commissioner of Canada.

Children

ReturnCall is a service for businesses and is not directed at children. We do not knowingly collect information from children.

Changes

We will update this policy from time to time. If a change materially affects how we handle your information, we will tell customers by email before it takes effect.

Contact

nuCode Technologies Inc.
Ontario, Canada
hello@returncall.ai