Privacy Policy

1. Scope

This policy covers both this website (callpal.co) and the CallPal application (app.callpal.co).

For the contacts your organization imports or syncs, your organization is the data controller and CallPal is a processor acting on its instructions. For your own account data and for visitors to this website, CallPal is the controller.

2. What we process

• Account data — the names, work email addresses, roles and authentication details of the people in your organization who use CallPal.
• Contact data — the names, phone numbers and other fields you import from a CRM or spreadsheet, so your team can call them.
• Call data — when a call was placed, how long it lasted, its outcome, which number was presented, who made it, and the recording where recording is enabled.
• Billing data — your plan, seat count and invoice history. Card details go directly to Stripe and are never stored by CallPal.
• Website data — anonymous usage statistics from this marketing site, described under Cookies below.

3. How we use it

To place and log outbound calls, tie them to the right record in your CRM, store the recordings you choose to keep, run your subscription, keep the service secure, and answer your support requests. We do not sell personal data, and we do not use your contacts, calls or recordings to train machine-learning models.

4. Cookies and analytics on this website

This site uses Google Analytics to count visits and understand which pages are useful. No advertising cookies are set, ever.

If you appear to be in Europe or the UK, analytics are switched off until you accept them. Elsewhere they start on and you can decline at any time. Your choice is stored in your own browser and can be changed whenever you like through the “Cookie settings” link in the footer of every page. The application itself sets only the cookies needed to keep you signed in.

This site also uses Cloudflare Web Analytics to count page views. It sets no cookies and stores nothing on your device, so it runs whatever you choose in the cookie settings. It records the page visited, the referring page, and your browser and device type, and it is not used to identify or follow individual visitors.

5. Service providers

We use a small number of providers to run the service. Each processes data only to provide its part of it, under its own data protection terms:

• Hetzner (Germany) — the servers that carry call media and store call recordings, the application database and the API.
• Railway (Netherlands) — hosting for the web application and this site.
• Stripe — subscription payments and card processing.
• Resend — transactional email, such as invitations and billing notices.
• Google — sign-in with Google, where your organization chooses to use it, and Google Analytics on this website.
• Mixpanel (EU data residency) — product analytics inside the application: which features are used and how often, recorded against internal account and workspace IDs. No names, email addresses, phone numbers, contacts or call recordings are sent to it.
• Cloudflare — the invisible bot check on our signup form, which reads technical signals from your browser to tell a person from an automated sign-up, and the cookieless page-view count on this website (section 4). See the Turnstile Privacy Addendum and Cloudflare Web Analytics.

Separately, the SIP carrier and the CRM you connect are your own providers under your own contracts. Call traffic reaches your carrier and call activity reaches your CRM because you have chosen and configured them, and each handles that data under its agreement with you rather than with us.

Beyond these, we disclose personal data only where the law requires it.

Our Data Processing Agreement lists the same providers with their processing locations and the safeguards behind them, and is the document to read if you are reviewing CallPal on behalf of an organization.

6. Security

Application traffic is encrypted with TLS. The call leg between the browser and our servers is WebRTC and always encrypted; the leg to your own carrier uses the transport and media encryption you configure on your trunk. Recordings are encrypted at rest in object storage, and contact phone numbers are encrypted individually before they reach the database, where they are looked up through a keyed hash rather than stored in a searchable list.

Access is controlled by role: by default a rep sees only their own calls and recordings, and contact phone numbers can be masked from people who do not need them. Playing back a recording is recorded in an audit log, as are changes to recording retention, the call disclosure setting and the erasure of a contact.

The credentials for your SIP trunk and your CRM are held in a dedicated secrets manager, never in ordinary application data.

7. How long we keep it

Recordings are kept for a window your organization sets (30, 90, 180 or 365 days), within the ceiling your plan allows. Starter keeps recordings up to 90 days, Pro up to a year, and Scale keeps them until you delete them. When a recording passes its window it is removed from storage, not merely hidden.

Contacts and call history are kept while your account is open. When an account closes we lock it first so your data can be exported, then delete it. You can ask for deletion sooner.

Erasure requests are supported properly: when your administrator erases a contact, the audio is destroyed first, the personal details on the record are overwritten instead of flagged, and a marker is left behind so the next CRM sync cannot bring that person back.

8. Your rights

Depending on where you live, for example under the GDPR, UK GDPR or CCPA, you may have the right to access, correct, delete, export or restrict the processing of your personal data, and to object to it.

If you were called by a company using CallPal, that company holds the relationship with you and decides what happens to your data. Contact them first; if you cannot reach them, write to us at the address below and we will help you get to the right place. Where CallPal is the controller, meaning your own account or your visit to this website, write to us directly.

9. Where data is processed

Call media, call recordings and the application database are processed and stored on servers in Germany. There is one region and it is in the EU, for every customer. Some of the providers listed in section 5 process limited data elsewhere — billing, transactional email, sign-in with Google, the signup bot check, website analytics; where they do, the transfer relies on the standard contractual clauses in our agreement with that provider. The DPA names each provider’s location.

10. Changes

We may update this policy as the product changes. The “last updated” date at the top always reflects the current version, and we will tell customers directly about a change that materially affects how their data is handled.

Contact

Questions about this page, or a request you would like us to action, go to [email protected]. A person answers.