Privacy Policy

Overview

Return Message ("we", "us", "our") provides AI receptionist and call-handling services for local service businesses. This Privacy Policy explains how we collect, use, store, and protect information when you visit our website, request a callback or demo, or use our services. By using our website or services you acknowledge that you have read and understood this policy.

Information We Collect

Information you provide directly

• Contact details such as name, phone number, email address, and business name submitted through forms, calls, or other communications.
• Enquiry and service details including callback requests, scheduling preferences, and any other information you share with us or our AI receptionist during a phone call.
• Payment and billing information processed through our third-party payment provider when you subscribe to a plan.

Information collected automatically

• Technical data such as browser type, operating system, device type, screen resolution, and IP address.
• Usage data including pages viewed, time on page, referring URLs, click paths, and other analytics needed to improve site performance.

Call recordings and transcripts

Our AI receptionist may record and transcribe phone calls on behalf of the businesses we serve. Call recordings are used to deliver the service, capture lead details accurately, and improve call quality. Callers are informed at the start of each call when recording is active.

How We Use Information

We use the information we collect for the following purposes:

• Responding to enquiries, callback requests, and demo bookings.
• Onboarding customers and delivering the Return Message service, including AI call handling, lead capture, appointment scheduling, and follow-up automation.
• Processing payments and managing billing.
• Sending service-related communications such as account updates, onboarding emails, and support responses.
• Improving and maintaining our website, services, and AI systems.
• Analysing website usage and marketing performance to better serve our customers.
• Complying with legal obligations and protecting our rights.

Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to recognise returning visitors, measure site performance, and support marketing campaigns. These may include:

• Essential cookies — required for the website to function correctly.
• Analytics cookies — help us understand how visitors use the site so we can improve it.
• Marketing cookies — used to deliver relevant advertising and measure campaign effectiveness.

You can manage or disable cookies through your browser settings. Disabling certain cookies may affect website functionality.

Sharing of Information

We do not sell, rent, or trade your personal information. We may share information with trusted third parties only where necessary to operate our business and deliver our services, including:

• Cloud hosting and infrastructure providers.
• Email and communication platforms used to send transactional and service-related messages.
• Payment processors for billing and subscription management.
• AI and telephony providers that power call handling and transcription.
• Analytics tools used to measure website performance.
• CRM and scheduling tools that our customers integrate with their Return Message account.

We may also disclose information where required by law, court order, or government regulation, or to protect the rights, safety, or property of Return Message, our customers, or the public.

Data Retention

We retain personal information only for as long as necessary to fulfil the purposes described in this policy, or as required by law. Enquiry and callback data is retained for up to 24 months after the last interaction. Call recordings are retained for up to 12 months unless a longer period is required for legal or compliance reasons. When information is no longer needed, it is securely deleted or anonymised.

Data Security

We implement appropriate technical and organisational measures to protect information against unauthorised access, disclosure, alteration, or loss. These measures include encryption of data in transit and at rest, access controls, secure hosting environments, and regular reviews of our security practices. No online system can guarantee absolute security, but we are committed to safeguarding the information entrusted to us.

International Data Transfers

Our service providers may process data in countries other than the one in which it was collected. Where data is transferred internationally, we take reasonable steps to ensure it remains protected in accordance with applicable data protection laws and this policy.

Children's Privacy

Our website and services are not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected information from a child, we will take steps to delete it promptly.

Your Rights and Choices

Depending on your location and applicable law, you may have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your personal information.
• Object to or restrict certain processing of your data.
• Withdraw consent where processing is based on consent.
• Request a copy of your data in a portable format.

To exercise any of these rights, contact us at support@returnmessage.com. We will respond to requests within a reasonable timeframe and in accordance with applicable law.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. When we make material changes, we will update the effective date at the top of this page. We encourage you to review this policy periodically.

Contact Us

If you have questions, concerns, or requests related to this Privacy Policy or your personal information, contact us at support@returnmessage.com.