1. Introduction
SignalNest ("Company," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform, website, and related services (collectively, the "Service").
By accessing or using the Service, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with the terms of this Privacy Policy, please do not access or use the Service.
2. Information We Collect
We collect information in the following ways:
Information You Provide Directly
- Account Information: Name, email address, phone number, business name, and industry when you create an account or request a free trial
- Billing Information: Payment method details processed securely through our third-party payment processor (Stripe). We do not store full credit card numbers on our servers
- Business Configuration: Business hours, service areas, AI response preferences, call forwarding settings, and booking availability
- Communications: Any messages, feedback, or support requests you send to us
Information Collected Automatically
- Call and Message Data: Inbound call records (caller phone number, time, duration), SMS conversation logs between the Service and your callers, and booking details
- Usage Data: Pages visited, features used, actions taken within the dashboard, and session duration
- Device and Browser Information: IP address, browser type, operating system, device type, and referring URLs
- Cookies and Tracking Technologies: We use cookies and similar technologies to maintain sessions, remember preferences, and analyze usage patterns
Information from Third Parties
- Telecommunications Providers: Call metadata received through our telephony partner (Twilio)
- Payment Processor: Transaction confirmations and billing status from Stripe
- Analytics Providers: Aggregated usage and traffic data from analytics services
3. How We Use Your Information
We use the information we collect to:
- Provide the Service: Process missed calls, send automated text follow-ups, qualify leads, and facilitate appointment bookings on your behalf
- Manage Your Account: Create and maintain your account, process billing, and provide customer support
- Improve the Service: Analyze usage patterns, diagnose technical issues, and develop new features
- Communicate with You: Send account notifications, billing reminders, service updates, and respond to your inquiries
- Ensure Security: Detect and prevent fraud, abuse, and unauthorized access to the Service
- Comply with Legal Obligations: Meet applicable legal, regulatory, and compliance requirements
4. How We Share Your Information
We do not sell your personal information. We may share your information only in the following circumstances:
- Service Providers: We share data with trusted third-party providers who help us operate the Service, including:
- Twilio — for SMS messaging and voice call handling
- Stripe — for secure payment processing
- OpenAI — for AI-powered conversation and lead qualification features
- Legal Requirements: We may disclose your information if required to do so by law, court order, or governmental regulation, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others
- Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change in ownership or control
- With Your Consent: We may share your information for any other purpose with your explicit consent
5. Data Sent to Your Callers
When the Service sends automated text messages to individuals who called your business, those messages are sent on your behalf using phone numbers provisioned for your account. The caller's phone number and conversation content are processed to provide the text-back and lead qualification features.
You are responsible for ensuring that your use of automated messaging through the Service complies with all applicable laws, including the Telephone Consumer Protection Act (TCPA).
6. Cookies and Tracking Technologies
We use the following types of cookies and tracking technologies:
- Essential Cookies: Required for the Service to function, including session management and CSRF protection
- Analytics Cookies: Help us understand how visitors interact with our website (e.g., Google Analytics)
- Marketing Cookies: Used to measure the effectiveness of our advertising campaigns (e.g., Facebook Pixel, LinkedIn Insight Tag)
You can control cookie preferences through your browser settings. Disabling certain cookies may affect the functionality of the Service.
7. Data Retention
We retain your information for as long as your account is active or as needed to provide the Service. Specific retention periods include:
- Account Data: Retained while your account is active and for 30 days after cancellation
- Call and Message Logs: Retained for the duration of your subscription and deleted within 30 days of account closure
- Billing Records: Retained for up to 7 years as required by tax and financial regulations
- Analytics Data: Aggregated and anonymized data may be retained indefinitely for statistical purposes
After the applicable retention period, your data will be securely deleted or anonymized.
8. Data Security
We implement industry-standard security measures to protect your information, including:
- Encryption of data in transit using TLS/SSL
- Secure, access-controlled hosting infrastructure
- Regular security reviews and monitoring
- Role-based access controls for internal systems
- Secure password hashing and session management
While we strive to protect your information, no method of transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security but are committed to promptly addressing any security incidents.
9. Your Rights and Choices
Depending on your location, you may have the following rights regarding your personal information:
- Access: Request a copy of the personal information we hold about you
- Correction: Request that we correct inaccurate or incomplete information
- Deletion: Request that we delete your personal information, subject to legal retention requirements
- Portability: Request a machine-readable copy of your data
- Opt-Out: Opt out of marketing communications at any time by using the unsubscribe link in our emails or contacting us directly
- Withdraw Consent: Where processing is based on consent, you may withdraw consent at any time
To exercise any of these rights, please contact us at support@signalnest.net. We will respond to your request within 30 days.
10. California Privacy Rights (CCPA)
If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA):
- The right to know what personal information we collect, use, and disclose
- The right to request deletion of your personal information
- The right to opt out of the sale of your personal information — we do not sell personal information
- The right to non-discrimination for exercising your CCPA rights
To submit a CCPA request, contact us at support@signalnest.net.
11. Children's Privacy
The Service is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child under 18, we will take steps to delete that information promptly.
12. Third-Party Links
The Service may contain links to third-party websites or services that are not owned or controlled by SignalNest. We are not responsible for the privacy practices of these third parties. We encourage you to review the privacy policies of any third-party services you access through the Service.
13. International Data Transfers
Your information may be processed and stored in the United States or other countries where our service providers operate. By using the Service, you consent to the transfer of your information to countries that may have different data protection laws than your country of residence.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. If we make material changes, we will notify you by posting the updated policy on this page and updating the "Last updated" date. We may also notify you via email for significant changes.
Your continued use of the Service after changes become effective constitutes acceptance of the revised Privacy Policy.
15. Contact Us
If you have any questions or concerns about this Privacy Policy or our data practices, please contact us:
- Email: support@signalnest.net
- Website: signalnest.net