Privacy Policy

Depending on how the Services are configured and used, we may collect:

• Account and business information: name, work email, phone number, business name, address, trade, service area, hours, preferences, scripts, calendar details, staff routing, and account credentials or sign-in identifiers. We support passwordless sign-in, such as Google sign-in or email magic links, where available.
• Caller and texter information: phone numbers, names, addresses, caller ID, call time and duration, SMS content and delivery metadata, appointment and service-request details, estimate follow-up, review requests, and opt-in/opt-out records.
• Voice and AI interaction data: live call speech (processed to understand the caller), transcripts, summaries, AI prompts and outputs, detected intent or urgency, and troubleshooting or quality data. Call audio: calls are not recorded by default. If a business turns on recording, it is responsible for giving callers notice and getting any consent the law requires, and recordings are kept for 30 days. AI training: we do not use call audio, transcripts, text messages, or caller information to train AI models. Our AI providers process this data under agreements that prohibit training on it.
• Usage and device data: log events, IP address, browser/device details, pages viewed, timestamps, diagnostics, and security events.
• Billing and transaction data: plan, subscription status, charges, invoices, and payment status. Payment card details are entered on and handled by Stripe; acoben does not receive or store full card numbers and receives only payment tokens and transaction metadata.
• Support and communications: support messages, feedback, and correspondence.

We receive information directly from account holders, their callers and texters, connected calendars and business tools, service providers, and technical systems. Callers may not have an account with us.

We use information to:

• Provide, operate, maintain, and secure the Services, including answering/returning calls, sending or receiving texts, triaging service requests, scheduling, estimate follow-up, review requests, and owner reports at the subscribing business’s direction.
• Authenticate users, manage subscriptions and payments, provide support, diagnose problems, and communicate service notices.
• Detect fraud, abuse, security incidents, and violations of our terms; comply with law; and establish or defend legal claims.
• Improve reliability and product performance using service logs and aggregated usage metrics. We do not use interaction content to train AI models.
• Send acoben product or marketing communications where permitted; recipients can use the unsubscribe method provided. We do not use a contractor’s caller data for acoben marketing unless separately permitted by law and properly disclosed/consented.

We do not make a caller’s legal or safety-critical decision. AI-generated content may be inaccurate; businesses are responsible for review and appropriate human escalation.

We may disclose information:

• To service providers and subprocessors that support voice/telephony, AI/LLM processing, SMS, payments, hosting/storage, analytics, security, and customer support, under applicable contractual safeguards.
• To the contractor whose business line you contacted, its authorized employees, and its connected calendar or business systems so it can handle your request.
• To professional advisers, auditors, or insurers when reasonably necessary.
• To authorities or other parties when required by law, to protect rights and safety, or to investigate fraud or security concerns.
• In a corporate transaction, subject to appropriate safeguards and applicable law.
• At your direction or with your consent.

Our current providers and what each handles are listed at acoben.com/subprocessors. We update that list when providers change.

We do not sell or share personal information, and we do not use it for targeted advertising. We use first-party analytics only: when you visit our website we record the page viewed, the referring site, campaign tags in the link, device type, and a random visitor ID stored in your browser's local storage. We also record technical error reports to keep the service working. We do not use advertising pixels, third-party ad networks, or cross-site tracking, and we do not sell this data. You can clear the visitor ID at any time by clearing your browser's site data.

We retain information for as long as needed to provide the Services, meet the purposes above, comply with legal/accounting obligations, resolve disputes, and enforce agreements. Actual periods vary by data type and customer configuration. Publish and follow a retention schedule, including for audio, transcripts, texts, logs, backups, and billing records:

• Call audio recordings: off by default; if a business turns them on, 30 days.
• Call transcripts and summaries: 12 months after the call, or until the account is deleted.
• SMS content and delivery records: 12 months.
• Caller contact and appointment records: while the shop’s account is active, plus 90 days after cancellation.
• Application-stage lead records: 12 months after last activity.
• Application and system logs: 90 days.
• Billing and tax records: 7 years, as required for tax and accounting.
• Backups: 35 days, then they expire.

A contractor can request deletion of its account and data by contacting support@acoben.com. We will process deletion requests consistent with the applicable contract and law; some information may be retained where legally required or permitted. Deletion from active systems may not immediately remove encrypted backups, which expire within 35 days. Account data is deleted 30 days after cancellation unless you ask for earlier deletion or the law requires us to keep it. Verified deletion requests are removed from active systems within 30 days.

If Co processed caller information for a contractor, contact that contractor to exercise rights relating to that interaction. We will route or assist with the request where appropriate and as required by law.

Depending on where you live and whether the applicable law covers us or the relevant contractor, you may have rights to know/access, correct, delete, or obtain a copy of personal information; opt out of sale, sharing, targeted advertising, or certain profiling; limit use of sensitive personal information; and appeal a denied request. These rights have exceptions and may differ by jurisdiction.

To submit a request about your acoben account or our own website processing, email support@acoben.com with the subject “Privacy request” (make a privacy request). We confirm requests within 10 business days and fulfil them within 45 days. Provide enough information for us to verify and route your request. We may ask for identity verification and will not discriminate unlawfully for exercising a right. An authorized agent may submit a request where permitted, subject to verification. If your request concerns a contractor’s customer record, contact that contractor using its published privacy contact.

For California residents, the CCPA as amended (including CPRA) provides applicable rights subject to statutory coverage, exceptions, and verification. California residents may request access/knowledge, deletion, and correction; opt out of sale or sharing for cross-context behavioral advertising; limit certain uses of sensitive personal information; and receive equal service for exercising rights. acoben does not sell or share personal information or use sensitive personal information for purposes that require a right to limit, so no “Do Not Sell or Share” link is needed today. We will add one, and honor Global Privacy Control, if that changes.

Where applicable, you may also lodge a complaint with your state privacy regulator or attorney general.

Text and call communications may be delivered through a contractor’s business number and may be automated or AI-assisted. The contractor is responsible for obtaining legally required consent and notices for its communications, including any marketing communications, and for honoring revocation and Do-Not-Call obligations. Acoben’s use of a number to provide a requested response does not authorize unrelated marketing. Message/data rates may apply under the contractor’s carrier plan. To stop a contractor’s texts, use its stated opt-out (commonly STOP); contact the contractor for help (commonly HELP). We process these instructions to help the contractor honor them.

Where calls are recorded, transcribed, or analyzed, the business must provide legally required notices and obtain consent. This policy is not a substitute for a contractor’s own notice to its callers.

We use reasonable administrative, technical, and organizational safeguards designed to protect information, such as access controls and security monitoring, appropriate to our role and the nature of the data. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. Our controls include: verification of every inbound call and text webhook so forged requests are rejected; API keys limited to the minimum scope needed; secrets kept in a secrets store, not in code; passwordless sign-in (Google sign-in or email magic link), so we store no passwords; HTTPS for all data in transit; and our hosting providers’ encryption at rest. Report suspected security issues to support@acoben.com. If an incident affects you, we will notify you without unreasonable delay.

The Services are designed for businesses and are not directed to children under 13. Do not knowingly submit children’s personal information unless legally authorized and the applicable product and agreements permit it. Contact support@acoben.com if you believe a child’s information was provided improperly.

Integrations, calendars, payment providers, telecom carriers, and third-party websites are governed by their own privacy notices. We are not responsible for their independent practices. Review the relevant provider’s notice before connecting or using those services.

We may update this policy to reflect changes to the Services or law. We will post the updated policy and revise the effective date; where required, we will provide additional notice or obtain consent.

Privacy requests and questions: ACOBEN, 909 Angle Road, Fort Pierce, Florida 34947, support@acoben.com. General support: support@acoben.com.