Privacy Policy

This policy applies when you visit Kaigo's website, contact us, use a Kaigo account, receive operational text alerts, or interact with a voice assistant operated through Kaigo.

Agencies use Kaigo to manage calls placed to their business. For information collected from those calls, the agency generally determines why the information is collected and how it is used, and Kaigo processes it to provide services to that agency. Callers may contact the relevant agency or Kaigo with privacy questions.

Depending on how you interact with Kaigo, we may collect:

• Account and agency information, such as names, work email addresses, roles, agency names, websites, service information, and configured phone numbers.
• Contact information and messages submitted through our website, including your name, email address, organization, phone number, website, and message.
• Call information, such as caller phone numbers, call dates and durations, transcripts, messages, summaries, classifications, urgency indicators, and information voluntarily provided during a call. Call content may include health-adjacent or other sensitive information provided by a caller.
• Text-alert information, such as the alert destination, consent and confirmation records, opt-out status, message content, provider identifiers, and delivery status.
• Technical and security information, such as IP addresses, browser or device information, authentication events, request logs, and diagnostic data.

We use information to:

• Provide, configure, maintain, and improve Kaigo's services.
• Answer calls, prepare transcripts and summaries, and route follow-up information.
• Authenticate users and enforce agency-level access controls.
• Send requested service communications, email summaries, and operational text alerts.
• Respond to questions, provide support, and communicate about our services.
• Monitor reliability, prevent abuse, investigate incidents, and protect the service.
• Comply with law, enforce agreements, and establish or defend legal claims.

Kaigo does not use its SMS alert program to send third-party marketing messages.

We may disclose information to:

• The agency whose phone line, workspace, or voice assistant is involved, including its authorized users.
• Service providers that support hosting, databases, authentication, voice processing, transcription, AI-assisted analysis, email, text messaging, security, and support. These providers receive information only as needed to perform services for Kaigo.
• Government authorities or other parties when reasonably necessary to comply with law, protect rights or safety, investigate fraud or abuse, or respond to valid legal process.
• A successor or participant in a merger, financing, reorganization, sale, or transfer involving all or part of Kaigo, subject to appropriate confidentiality protections.

We do not sell personal information or share it with third parties for cross-context behavioral advertising.

We will not share your opt-in to an SMS campaign with any third party for purposes unrelated to providing that campaign. We may share personal information, including an SMS destination and opt-in or consent status, with service providers, telecommunications carriers, and other vendors that help us deliver and administer text messages.

SMS opt-in data and consent will not be sold, rented, or shared with third parties for promotional or marketing purposes. Review our SMS Terms for program details and opt-out instructions.

We retain information for as long as reasonably necessary to provide the service, fulfill the purposes described in this policy, meet contractual obligations, resolve disputes, maintain security and audit records, and comply with law. Retention may vary based on the type of information and an agency's configuration or agreement with Kaigo.

When information is no longer needed, we take reasonable steps to delete, de-identify, or securely dispose of it.

We use administrative, technical, and organizational safeguards designed to protect information. No transmission or storage system is completely secure, and we cannot guarantee absolute security. Users are responsible for protecting their credentials and promptly notifying us of suspected unauthorized access.

You may update certain agency and alert settings from your Kaigo account. Depending on your location and relationship with Kaigo, you may also have rights to request access, correction, deletion, or a copy of personal information. We may need to verify your identity and may direct caller-data requests to the agency responsible for the relevant phone line.

To stop operational text alerts, reply STOP or disable alerts in Kaigo Settings. Reply START to resubscribe. Transactional account communications that are not part of the SMS program may still be sent when necessary to provide the service.

Kaigo's website and services are intended for businesses and are not directed to children under 13. We do not knowingly collect personal information directly from children under 13 through the website or account-registration process.

We may update this policy as our services or legal obligations change. We will post the updated policy here and revise the date above. Material changes may also be communicated through the service or by email when appropriate.

Questions or privacy requests may be sent to staff@joinkaigo.com.