Legal

Privacy Policy

Last updated: 29 September 2026

This Privacy Policy explains how CallForges ("we", "us") collects, uses and protects personal information when you visit our website, create an account, or use our cloud phone, auto dialer and AI services. It also explains the rights you have and how to use them.

1. Our role

Controller: for information about our website visitors, account holders and billing contacts, we decide how the information is used.
Processor: for information our customers put into CallForges, such as contact lists, call recordings, voicemails, transcripts and AI summaries ("Customer Data"), we process it on the customer's instructions. The customer (usually your employer, or the business that called you) is the controller and is responsible for telling you how it uses your information.

2. Information we collect

Account information: name, work email, phone number, company, job role and login details.
Billing information: billing contact, address and transaction records. Card details are handled by our payment provider; we do not store full card numbers.
Number registration information: business name, address and proof of identity where regulators require it to assign phone numbers, for example in the UK and Australia.
Call and usage records: numbers called and calling, time, duration, call outcome, cost, IP address and device information.
Call content (Customer Data): recordings, voicemails, transcripts, translations, AI summaries and AI voice agent conversations, only where our customer turns these features on.
Contact data (Customer Data): names, numbers, time zones and notes that customers upload or sync from their CRM.
Website and app data: pages visited, features used, browser type and cookie identifiers.
Support and communications: messages, emails and calls with our team.

3. How we use it

To provide the Services: connect and route calls, run the auto dialer, record and transcribe calls, and deliver AI features the customer has enabled.
To assign and manage phone numbers and meet telecom regulatory duties.
To bill you, including counting minutes under our Fair Usage Policy.
To detect and prevent fraud, illegal calling and abuse of our network.
To provide support and send service messages, such as security alerts and billing notices.
To improve the Services using aggregated or de-identified usage data.
To send product news and offers, where the law allows. You can opt out at any time.
To comply with the law and respond to lawful requests.

4. Legal bases (UK and EU)

Where UK or EU data protection law applies, we rely on: performance of our contract with you; our legitimate interests in running, securing and improving our business (balanced against your rights); compliance with legal obligations, including telecom and tax rules; and your consent where the law requires it, for example for some cookies and marketing.

5. AI processing

When a customer turns on transcription, summaries, translation, coaching or the AI voice agent, call audio and text are processed by our systems and by carefully selected AI subprocessors to produce those outputs.
Our AI subprocessors may use the data only to provide the feature to us and may not use it to train their own models.
We do not use call recordings or transcripts to train AI models without the customer's written consent.
The AI voice agent tells callers it is an automated assistant. AI outputs are not used to make decisions with legal or similarly significant effects about you.

We do not sell personal information and do not share it for cross-context behavioural advertising. We share it only with:

Telecom carriers and number providers that connect calls and host phone numbers.
Service providers for cloud hosting, speech-to-text and AI, payments, email, customer support and analytics, under contracts that restrict their use of the data. A current list of subprocessors is available on request.
Integrations you connect, such as your CRM, when you or your administrator enable them.
Authorities where the law requires it, for example lawful interception or disclosure requests, or to protect rights and safety.
A buyer or successor if we are involved in a merger, acquisition or sale of assets, subject to this policy.

7. International transfers

CallForges serves customers in several countries, so information may be processed outside the country where it was collected. Where UK or EU law applies, we protect transfers with approved safeguards such as the EU Standard Contractual Clauses and the UK International Data Transfer Addendum. For Australian personal information, we take reasonable steps to make sure overseas recipients handle it in line with the Australian Privacy Principles.

8. How long we keep it

Call recordings, voicemails and transcripts: for the period the customer sets in their account, or until they delete them.
Customer Data after an account closes: available for export for 30 days, then deleted from live systems within 90 days and from backups within a further 90 days.
Call detail and billing records: for as long as tax, accounting and telecom laws require, typically up to 7 years.
Marketing data: until you opt out or the information is no longer needed.

9. Security

We protect information with encryption in transit and at rest, access controls and least-privilege access for staff, multi-factor authentication for administrative access, logging and monitoring, and regular security reviews. Customers can control recording, retention and user permissions in their account. If a data breach is likely to affect you, we will notify you and the relevant regulators as the law requires.

10. Your rights

Depending on where you live, you may have the right to access, correct, delete or export your personal information, to object to or restrict some processing, to withdraw consent, and to opt out of marketing.

UK and EU: rights under the UK GDPR and EU GDPR, including the right to complain to the Information Commissioner's Office (UK) or your local supervisory authority.
United States: rights under state privacy laws such as the California Consumer Privacy Act (CCPA/CPRA), including the right to know, delete and correct, and not to be discriminated against for using these rights.
Australia: rights under the Privacy Act 1988 and the Australian Privacy Principles, including the right to complain to the Office of the Australian Information Commissioner (OAIC) if you are not satisfied with our response.
Canada: rights under PIPEDA and applicable provincial laws.
India: rights under the Digital Personal Data Protection Act, 2023, including grievance redressal through our Grievance Officer below.

To make a request, email privacy@callforges.com. We will verify your identity and respond within the time the law requires, usually within 30 days. If your request concerns Customer Data, we will pass it to the customer that controls it and help them respond.

11. If a CallForges customer called you

Businesses use CallForges to call their contacts. If a business called you using CallForges, that business decides why and how your information is used, including whether calls are recorded. Please contact that business first. To stop receiving their calls, ask them directly or use the do-not-call register in your country. If you think a CallForges customer is misusing our service, tell us at abuse@callforges.com and we will investigate.

12. Cookies

We use essential cookies to run our website and app, and, with your consent where required, analytics cookies to understand how our website is used. You can change your choices in your browser or in our cookie settings. We do not use advertising cookies in the CallForges app.

13. Children

CallForges is a business service and is not intended for anyone under 18. We do not knowingly collect personal information from children.

14. Changes

We may update this policy. We will post the new version here with a new date, and tell account owners by email or in the app about material changes.

15. Contact

CallForges
Privacy questions and requests: privacy@callforges.com
Grievance Officer / Data Protection Officer: privacy@callforges.com