Privacy Policy

Last updated: July 31, 2026

1. Introduction

This Privacy Policy describes how Packaging Support ("we," "us") collects, uses, and shares personal information in connection with the Services described in our Terms of Service. It covers two groups of people:

• Customers— the businesses that sign up for the Services and their authorized users.
• Callers— the people who call phone numbers that route through the Services and speak with the AI receptionist.

2. Information We Collect

2.1 From Customers

• Account information: name, business name, email, phone number, billing address.
• Configuration data: greeting scripts, SKU lists, price lists, callback rules, business hours, staff contact info, and any voice samples you upload for voice cloning.
• Payment information: processed by our payment processor (Stripe). We receive limited billing metadata; we do not store full card numbers.
• Usage & device data: IP address, browser type, dashboard actions, log data, and cookies.

2.2 From Callers

• Call audio of the conversation between the caller and the AI receptionist.
• Transcripts and summaries generated from that audio.
• Caller-provided information: name, phone number, business name, order intent, SKUs mentioned, and anything else the caller volunteers.
• Telephony metadata: caller ID, called number, call time, duration, and disposition.

The Customer is the party inviting callers to be recorded and is responsible for providing the disclosures and obtaining any consents required by law.

3. How We Use Information

We use personal information to:

• Provide, operate, maintain, and secure the Services.
• Answer calls on the Customer's behalf, generate transcripts and summaries, and deliver call outcomes (order intent, callback queues, notifications) to the Customer.
• Bill Customers and manage accounts.
• Detect, prevent, and respond to fraud, abuse, security incidents, and violations of our Terms.
• Comply with legal obligations and respond to lawful requests.
• Debug, monitor, and improve the reliability and quality of the Services. We do not use the contents of your calls to train foundation models. See Data Controlsfor what "improve" means in practice.
• Send you service updates and, with your consent, marketing communications.

4. Legal Bases (for EEA/UK residents)

Where GDPR applies, we process personal information under the following bases: performance of a contract, our legitimate interests in operating and improving the Services, your consent, and compliance with legal obligations.

5. How We Share Information

We share personal information only as described below:

• Service providers & subprocessors. Telephony carriers, real-time voice infrastructure, speech-to-text providers, voice synthesis providers, large language model providers, cloud hosting, analytics, and customer-support tools. These providers are contractually restricted to using data only to perform services for us. Our foundation-model providers do not use call content to train their models and delete data within a commercially reasonable period (typically 30 days).
• Customer access. Call audio, transcripts, and summaries collected on behalf of a Customer are made available to that Customer.
• Legal & safety. We may disclose information to comply with law, respond to lawful requests, or protect the rights, property, or safety of Packaging Support, our Customers, callers, or others.
• Business transfers. In connection with a merger, acquisition, financing, or asset sale, subject to this Policy.
• With your consent for any purpose not described above.

We do not sell personal information.

6. Data Retention

We retain personal information only as long as necessary for the purposes described in this Policy, to comply with our legal obligations, resolve disputes, and enforce agreements. Default retention periods:

• Call audio: up to 30 days, unless the Customer configures a shorter or longer period.
• Transcripts, summaries, and call metadata:for the life of the Customer's account, unless the Customer deletes them sooner.
• Account & billing records: for as long as the account is active and for a reasonable period afterwards for tax, accounting, and legal purposes.

7. Security

We use administrative, technical, and physical safeguards designed to protect personal information, including TLS in transit and encryption at rest. No system is 100% secure, and we cannot guarantee absolute security. If you believe your account has been compromised, contact hello@packagingsupport.ai immediately.

8. International Data Transfers

The Services are hosted in the United States. If you access the Services from outside the United States, your information will be transferred to and processed in the United States.

9. Your Rights

Depending on where you live, you may have rights to access, correct, delete, or export your personal information, to object to or restrict certain processing, and to withdraw consent. To exercise any of these rights, contact hello@packagingsupport.ai. We may need to verify your identity before responding.

If you are a caller and wish to exercise rights with respect to your call, we typically act as a processor on behalf of the Customer you called and will forward your request to the Customer.

10. California Residents (CCPA/CPRA)

If you are a California resident, the California Consumer Privacy Act, as amended by the California Privacy Rights Act (together, the "CCPA"), gives you certain rights with respect to your personal information. These rights are in addition to the general rights described in Section 9.

Categories of personal information we collect

In the past twelve (12) months, we have collected the information described in Section 2, which corresponds to the following CCPA categories:

• Identifiers (name, email, phone number, account ID, IP address);
• Commercial information (subscription plan, billing history);
• Internet or network activity (dashboard usage, log data, cookies);
• Geolocation data (approximate, derived from IP address);
• Audio, electronic, or similar information (call recordings collected on behalf of Customers, and transcripts derived from them);
• Professional or employment-related information (business name, role);
• Inferences drawn from the above (for example, whether a call appears to be a reorder).

Sources, purposes, and disclosures

We collect this information directly from you, from your callers, from our service providers, and automatically from your device. We use it for the purposes described in Section 3, and disclose it only to the categories of recipients described in Section 5.

Sale or sharing

We do not sell personal information, and we do not "share" personal information for cross-context behavioral advertising as defined by the CCPA.

Sensitive personal information

The contents of voice calls are treated as sensitive personal information under the CCPA. We use this data only to provide the Services and do not use it to infer characteristics about the caller for any purpose beyond providing the Services.

Your CCPA rights

• Right to know what personal information we have collected, used, and disclosed;
• Right to delete your personal information;
• Right to correct inaccurate personal information;
• Right to opt out of sale or sharing (not applicable — see above);
• Right to limit use and disclosure of sensitive personal information;
• Right to non-discrimination for exercising these rights.

To exercise these rights, contact hello@packagingsupport.ai. We may need to verify your identity by asking for information we already have on file. You may designate an authorized agent to make requests on your behalf; we will require proof of that authorization.

11. Nevada Residents

Nevada law (NRS 603A.340) gives Nevada residents the right to opt out of the sale of certain covered information. Packaging Support does not sell personal information as defined by Nevada law. To submit a Nevada-specific request, contact hello@packagingsupport.aiwith the subject line "Nevada Do Not Sell Request."

12. Cookies & Analytics

Our website uses cookies and similar technologies for essential functionality and product analytics. You can control cookies through your browser settings. Because we do not engage in cross-site behavioral advertising, we do not alter our practices in response to Do Not Track (DNT) browser signals.

13. Children

The Services are intended for business use and are not directed to children under 13. We do not knowingly collect personal information from children.

14. Changes to This Policy

We may update this Policy from time to time. If a change materially reduces your rights, we will provide reasonable notice by email or in-product notice. The "Last updated" date at the top reflects the current version.

15. Contact

Privacy questions or requests: hello@packagingsupport.ai.