Privacy Policy

Your privacy is of utmost importance to us. At CallGrid, we adhere to a few fundamental principles:

• We only request personal information when it is necessary to provide our services or operate our websites.
• We do not share your personal information with anyone except to comply with the law, develop or operate our products, or protect our rights.
• We do not store personal information on our servers unless required for the ongoing operation of our websites and services.

CallGrid, Inc. ("CallGrid", "we", "us", "our") operates several websites, including CallGrid.com, and provides call tracking, routing, analytics, and related services to its business customers (collectively, the "Services"). It is CallGrid's policy to respect your privacy regarding any information we may collect while operating our websites and providing our Services.

Your use of our website and/our Services is subject to our Terms of Use, which include a binding arbitration provision and class action waiver.

If you are a resident of California, please review our California Notice at Collection.

When this Privacy Policy Applies

Our Privacy Policy applies to all of websites owned and operated by and Services offered by CallGrid and its affiliates, including Services CallGrid provides on mobile devices, and Services offered on other websites, but excludes services that have separate privacy policies that do not incorporate this Privacy Policy.

Our Privacy Policy does not apply to services offered by other companies or individuals, including other sites linked to our services. Our Privacy Policy does not cover the information practices of other companies and organizations who advertise our services, and who may use cookies, pixel tags, and other technologies to serve and offer relevant ads.

When providing Services to our business customers, CallGrid acts as a "processor" and processes personal information only according to their instructions. For personal information we collect directly through our websites or in communications with individuals, CallGrid acts as a "controller."

CallGrid's website and Services and not intended to be used by legal minor. CallGrid does not knowingly collect information from legal minors.

Categories of Information We Collect

CallGrid collects information in the course of operating our websites and providing the CallGrid platform and Services. The categories of personal information we collect may include:

• Identifiers: phone numbers, IP addresses, device identifiers, cookie identifiers, click IDs, session tokens, and account credentials provided by users of the Services.
• Internet or Network Activity: browsing information, referral URLs, pages viewed, user flow, time spent, and interactions with our website or customer landing pages.
• Call and Telephone Information: call metadata (timestamps, duration, routing paths, carrier info), call detail records, caller ID, call outcomes, and call recordings if customers enable recording features.
• Geolocation Information: approximate location derived from IP address, area code, caller ID databases, or customer-provided tags.
• Commercial or Transactional Information: records relating to use of our Services, subscription details, billing and invoice data, and usage logs.
• Customer-Provided Attributes: demographic or eligibility fields (e.g., age or Medicare eligibility), custom labels, or data fields passed into our platform by our customers.
• Audio and Electronic Data: voice recordings, transcripts, call summaries (when customers enable recording or transcript generation), and notes generated by AI-powered notetaking tools used during sales, onboarding, or support calls.
• Professional Information: business contact information provided by customer users, including names, job titles, phone numbers, and email addresses.
• Sensitive Information: limited sensitive data may be processed through customer-enabled fields or captured in call recordings (e.g., health-related eligibility information). We do not use sensitive data to infer characteristics about individuals.

CallGrid collects the categories of personal information described above only as necessary to provide the Services or operate our websites.

How We Collect Information

We collect personal information from the following sources:

• Directly from website visitors: when users submit forms, sign up for updates, or interact with our website.
• Automatically through tracking technologies: including cookies, pixels, beacons, our JavaScript SDK, marketing URLs, and analytics tools such as Google Analytics.
• From our customers' websites: when our JavaScript SDK is installed on customer landing pages and captures UTM parameters, click IDs, referral data, or other routing attributes.
• From telephone carriers and call infrastructure providers: including Twilio, which supplies call connectivity, caller ID information, routing details, and metadata.
• From customer systems or integrations: including CRM systems, call buyers, or lead management platforms activated by our customers.
• From AI-powered notetaking tools: such as the Google Gemini notetaker used during sales demos, onboarding, or support calls. These tools may capture audio, transcript, or meeting metadata depending on configuration.
• From third-party analytics tools: which may provide aggregated or pseudonymized insights about website usage.

Information We Share

CallGrid discloses potentially personally-identifying and personally-identifying information only to those of its employees, contractors, and affiliated organizations that (i) need to know that information in order to process it on CallGrid's behalf or to provide Services, and (ii) that have agreed not to disclose it to others. Some of those employees, contractors, and affiliated organizations may be located outside of your home country; by using CallGrid's websites, you consent to the transfer of such information to them.

CallGrid may share personal information with:

• Service providers, such as telecommunications carriers, cloud storage providers, and analytics vendors;
• Customer-designated call buyers, call recipients, or integration partners, as configured by our customers;
• Optional integrations enabled by our customers, such as fraud-scoring or data enrichment services;
• Law enforcement or government agencies when legally required, such as in response to a subpoena, court order or other governmental request, or when CallGrid believes in good faith that disclosure is reasonably necessary to protect the property or rights of CallGrid, third parties or the public at large.

CallGrid does not rent or sell personally-identifying information to anyone.

If you are a registered user of a CallGrid website and have supplied your email address, CallGrid may occasionally send you an email to tell you about new features, solicit your feedback, or just keep you up to date with what's going on with CallGrid and our products. We primarily use our various product blogs to communicate this type of information, so we expect to keep this type of email to a minimum.

If you send us a request (for example via a support email or via one of our feedback mechanisms), we reserve the right to publish it in order to help us clarify or respond to your request or to help us support other users.

Aggregated Statistics

CallGrid may collect statistics about the behavior of visitors to its websites or users of the Services. For instance, CallGrid may monitor the most popular pages on the websites, call volumes, routing performance, or aggregated traffic patterns. CallGrid may display this information in aggregated form or provide it to trusted partners. However, CallGrid does not disclose personally-identifying information other than as described below.

Sensitive Personal Information

Some personal information processed through the Services may be considered "sensitive" under state privacy laws. This may include information contained in call recordings or customer-provided tags (for example, age or eligibility information used in certain campaigns). CallGrid processes such information solely on behalf of its business customers and only to provide the Services. CallGrid does not use sensitive personal information to infer characteristics about individuals.

Information Security

CallGrid takes all measures reasonably necessary to protect against the unauthorized access, use, alteration or destruction of potentially personally-identifying and personally-identifying information.

We work hard to protect our users from unauthorized access to or unauthorized alteration, disclosure, or destruction of information we hold, in particular:

• We encrypt many of our services using SSL.
• We review our information collection, storage, and processing procedures, including physical security measures, to guard against unauthorized access to systems.
• We restrict access to personal information to CallGrid employees, contractors, and agents who need to know that information in order to process it for us, and who are subject to strict contractual confidentiality obligations and may be disciplined or terminated if they fail to meet these obligations.

Cookies

A cookie is a string of information that a website stores on a visitor's computer, and that the visitor's browser provides to the website each time the visitor returns. CallGrid uses cookies to help CallGrid identify and track visitors, their usage of the CallGrid website, and their website access preferences. CallGrid visitors who do not wish to have cookies placed on their computers should set their browsers to refuse cookies before using CallGrid's websites, with the drawback that certain features of CallGrid's websites may not function properly without the aid of cookies.

Google Analytics

CallGrid uses Google Analytics to gather usage data that allows us to improve our websites and Services. Google Analytics collects information such as your device type, browser, operating system, pages visited, and interactions with our website. Google Analytics' ability to use and share information collected about your visits to CallGrid websites is restricted by Google's Privacy Policy

Ads

Ads appearing on any of our websites may be delivered to users by advertising partners, who may set cookies. These cookies allow the ad server to recognize your computer each time they send you an online advertisement to compile information about you or others who use your computer. This information allows ad networks to, among other things, deliver targeted advertisements that they believe will be of most interest to you. This Privacy Policy covers the use of cookies by CallGrid and does not cover the use of cookies by any advertisers.

Business Transfers

If CallGrid, or substantially all of its assets were acquired, or in the unlikely event that CallGrid goes out of business or enters bankruptcy, user information would be one of the assets that is transferred or acquired by a third party. You acknowledge that such transfers may occur, and that any acquirer of CallGrid may continue to use your personal information as set forth in this policy.

Your Privacy Rights

Depending on your state of residence, you may have certain rights regarding the personal information we hold about you. Subject to applicable law and certain exceptions, these rights may include the right to:

• Request access to personal information that CallGrid holds about you;
• Request that we correct inaccuracies in your personal information;
• Request that we delete your personal information;
• Request a portable copy of your personal information;
• Object to or request restrictions on certain processing activities; and
• Appeal a decision we make regarding your privacy request, if your state provides that right.

Because CallGrid does not sell personal information or share it for targeted advertising, the opt-out rights related to those activities do not apply.

To exercise any of these rights, you may contact us at: privacy@callgrid.com or by calling our toll-free number (888) 569-8559. We may need to verify your identity before responding to your request.

Right to Appeal

Residents of Colorado, Connecticut, Delaware, Oregon, and Virginia have the right to appeal a decision we make regarding a privacy request. If we deny your request, you may appeal by replying to our response and stating "Appeal," and we will review the appeal and respond within the timeframe required by applicable law.

Retention of Personal Information and Compliance and Cooperation with Regulatory Authorities

We regularly review our compliance with our Privacy Policy. We also adhere to several self-regulatory frameworks. When we receive formal written complaints, we will contact the person who made the complaint to follow up. We work with the appropriate regulatory authorities, including local data protection authorities, to resolve any complaints regarding the transfer of personal data that we cannot resolve with our users directly.

California Notice at Collection

This Notice at Collection describes the categories of Personal Information we collect, the purposes for which we collect it, our retention practices, and the rights available to California residents.

We may collect the following categories of Personal Information:

We collect and use the above Personal Information for the following purposes:

• Providing, maintaining, and improving the CallGrid platform and Services
• Routing, attributing, analyzing, and facilitating inbound call traffic for our customers
• Performing analytics and measuring campaign performance
• Detecting, preventing, and addressing fraud and abuse
• Providing customer support, onboarding, and training
• Facilitating integrations selected by our customers (e.g., call buyers, analytics partners)
• Conducting internal research to improve our Services
• Maintaining security and preventing unauthorized access
• Meeting legal, regulatory, and compliance obligations

CallGrid does not sell or share personal information for cross-context behavioral advertising as defined under the California law.

CallGrid does not use or disclose Sensitive Personal Information for any purpose other than those permitted under California law, including providing the Services requested by customers, or other purposes with consumer consent. We do not use Sensitive Personal Information for inferring characteristics or for any secondary purposes.

CallGrid retains Personal Information only for as long as reasonably necessary to provide the Services, support account functionality, comply with legal obligations, detect and prevent fraud, and enforce agreements. Retention periods may vary based on the type of data and customer configuration, including retention of call recordings, call metadata, and account activity logs.

California residents have the right to:

• Know the categories of Personal Information we collect, the categories of sources, the business purposes, and the categories of third parties to whom we disclose it
• Request access to specific pieces of Personal Information collected
• Request deletion of Personal Information, subject to legal exceptions
• Request correction of inaccurate Personal Information
• Request that we limit the use and disclosure of Sensitive Personal Information (if applicable)
• Request portability of Personal Information
• Be free from retaliation for exercising privacy rights

You may exercise your rights by contacting us at privacy@callgrid.com or by calling our toll-free number (888) 569-8559.

For additional information about our data practices, please review the remainder of our Privacy Policy.

Colorado Disclosures

Under the Colorado Privacy Act, we are required to inform consumers whether we engage in targeted advertising, the sale of personal data, or profiling in furtherance of decisions that produce legal or similarly significant effects.

CallGrid does not:

• sell personal data,
• use personal data for targeted advertising, or
• engage in profiling that produces legal or similarly significant effects.

Privacy Policy Changes

Although most changes are likely to be minor, CallGrid may change its Privacy Policy from time to time, at CallGrid's sole discretion. CallGrid encourages visitors to frequently check this page for any changes to its Privacy Policy. If we make changes, we will notify you by revising the date at the top of the policy and, in some cases, we may provide you with additional notice (such as adding a statement to our homepage or sending you an email notification). Your continued use of this website and/our Services after any change in this Privacy Policy will constitute your acceptance of such change.

Contact Information

CallGrid, Inc. is located in Wilmington, Delaware. If you have any questions about this Privacy Policy, please contact us via email at privacy@callgrid.com.