Privacy Policy

1. Introduction

CallHawk AI ("CallHawk," "we," "our," or "us") provides AI call analytics for home service businesses. We analyze call recordings to surface booking outcomes, CSR performance, lost sales reasons, and coaching opportunities. This Privacy Policy explains how we collect, use, disclose, and protect information when you use our website at callhawk.ai and our services (collectively, the "Service").

This policy applies to users located in the United States. By using the Service, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with our practices, please do not use the Service.

2. Information We Collect

A. Identifiers and Account Information

When you create an account or contact us, we collect information such as your name, email address, phone number, company name, job title, and account credentials.

B. Payment Information

We use Stripe, Inc. as our primary payment processor. When you subscribe to a paid plan, your payment card details are collected and processed directly by Stripe—we do not store your full card number on our servers. Stripe may collect personal data including transactional data and device information for fraud detection and analytics. You can learn more about Stripe's data practices at stripe.com/privacy. We also accept cryptocurrency payments (Bitcoin), which are processed separately.

C. Call Recordings and User-Submitted Content

We process call recordings provided by our customers through phone system integrations (such as RingCentral, BrightPattern, or custom platforms). Call recordings and any user-submitted content are processed using automated AI systems to deliver our services. This content may include audio recordings, transcripts, caller information, and metadata associated with calls.

As a service provider, we act as a data processor for call recording content. Our customers (the businesses that use CallHawk) are responsible for ensuring they have appropriate consent and legal basis to record calls and share them with us for analysis in accordance with applicable federal, state, and local laws.

D. Usage Data

We automatically collect information about how you interact with the Service, including your IP address, browser type, device information, operating system, pages visited, features used, and referring URLs. We also collect marketing attribution data (UTM parameters, referral sources) to understand how visitors find us.

E. Customer Support Communications

When you contact us for support, we collect the content of your communications, including email correspondence and chat messages.

F. Sensitive Data Handling

Call recordings may contain sensitive information spoken by callers, such as payment card numbers or personal details. We do not intentionally store payment card data from call recordings. We employ automated redaction to remove sensitive information from stored transcripts, though customers should not rely solely on these measures for PCI-DSS or other regulatory compliance.

3. How We Use Your Information

We use the information we collect for the following purposes:

• Provide, operate, and maintain the Service
• Analyze call recordings and generate insights, reports, and dashboards
• Process transactions and manage billing
• Communicate with you about your account, updates, and support requests
• Improve the Service and develop new features
• Detect, prevent, and address security issues and fraud
• Comply with legal obligations

4. AI Processing Disclosure

We use third-party AI service providers, including OpenAI, to process user-submitted information in order to provide our services. Specifically:

• Call recordings and transcripts may be processed by automated AI systems to generate the analysis, scores, and insights that constitute our core service.
• OpenAI acts as a service provider (data processor) on our behalf. Under OpenAI's API data usage policy, data submitted through their API is not used to train or improve OpenAI's models. API inputs and outputs may be retained by OpenAI for up to 30 days for abuse and misuse monitoring purposes, after which they are deleted.
• AI-generated insights, scores, and analysis are provided for informational purposes. We do not guarantee the accuracy or completeness of automated outputs.

Your data is not sold to AI providers or any other third party. No cross-context behavioral advertising is performed using your data.

5. Sharing of Information

We may share your information with the following categories of recipients:

• Service providers: Third parties that help us operate the Service, including AI processing providers (OpenAI), payment processors (Stripe), hosting providers, and email services. These providers are contractually obligated to use your information only as directed by us.
• Legal compliance: We may disclose information if required by law, regulation, legal process, or governmental request, or to protect the rights, property, or safety of CallHawk, our users, or the public.
• Business transfers: In connection with a merger, acquisition, reorganization, or sale of assets, your information may be transferred to a successor entity.

We do not sell personal information. We do not share personal information for cross-context behavioral advertising.

6. Cookies and Tracking Technologies

We use the following types of cookies and similar technologies:

• Essential cookies: Required for authentication and basic site functionality.
• Analytics cookies: Help us understand how visitors use our site so we can improve it.

We do not use third-party advertising cookies. Our payment processor, Stripe, may use cookies and similar technologies for fraud detection purposes.

7. Data Retention

We retain your account information for as long as your account is active or as needed to provide the Service. Call recordings and analytics data are retained according to your subscription plan settings.

We may retain certain information after account closure as necessary for legitimate business purposes, including to comply with legal obligations, resolve disputes, enforce our agreements, and for security and fraud prevention. You may request deletion of your data subject to these exceptions.

8. Data Security

We implement reasonable administrative, technical, and organizational safeguards to protect your information. These include authentication controls, role-based access, data isolation per customer organization, and encryption of data in transit. We conduct regular security reviews of our systems.

No method of electronic storage or transmission is completely secure. While we strive to protect your information, we cannot guarantee absolute security.

9. Your Rights

Depending on your location, you may have certain rights regarding your personal information. Upon verified request, we will:

• Provide access to the personal information we hold about you
• Correct inaccurate personal information
• Delete your personal information from our systems
• Provide your data in a portable format

California Residents

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA):

• Right to know: You may request that we disclose the categories and specific pieces of personal information we have collected about you, the categories of sources, the business purposes for collection, and the categories of third parties with whom we share it.
• Right to delete: You may request deletion of personal information we have collected, subject to certain exceptions (such as legal obligations or security purposes).
• Right to correct: You may request that we correct inaccurate personal information.
• Right to opt-out of sale or sharing: We do not sell your personal information and do not share it for cross-context behavioral advertising. There is no need to opt out, as these activities do not occur.
• Right to non-discrimination: We will not discriminate against you for exercising any of your privacy rights.

Submitting a Request

To exercise any of these rights, email us at privacy@callhawk.ai. We will verify your identity before processing your request. We will respond to verifiable requests within 45 days. If we need additional time (up to an additional 45 days), we will notify you of the reason and the expected timeframe.

You may designate an authorized agent to make a request on your behalf, subject to our verification procedures.

10. Children's Privacy

The Service is not intended for individuals under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that we have collected such information, we will take steps to delete it promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the "Effective date" at the top of this page and notify you through the Service or by email. Your continued use of the Service after any changes become effective constitutes your acceptance of the revised policy.

12. Contact Us

If you have questions about this Privacy Policy, want to exercise your privacy rights, or have concerns about how we handle your data, contact us at:

Email: privacy@callhawk.ai