HELLO2HELLO PRIVACY POLICY

Last Updated: February 11, 2026

Hello2Hello is committed to protecting your privacy and maintaining the security of your business communications. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our business phone and contact center services (the Service).

By accessing or using Hello2Hello's services, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree with our policies and practices, please do not use our Service.

1. DEFINITIONS AND INTERPRETATION

For the purposes of this Privacy Policy, the following terms have these meanings:

Account means a unique business account created for You to access our Service, including your business phone numbers, contact center features, and administrative settings.

Business Contact Information means information related to your business operations, including business phone numbers, department names, employee extensions, business addresses, and corporate email addresses.

Call Data means information generated through the use of our phone and contact center services, including call logs, recordings, voicemail messages, call duration, caller ID information, and routing data.

Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Hello2Hello, accessible from https://hello2hello.com/.

Contact Center Data means information collected and processed through our contact center features, including queue statistics, agent performance metrics, customer interaction records, and service level data.

Cookies are small files that are placed on your computer, mobile device, or any other device by a website, containing details of your browsing history on that website among its many uses.

Device means any device that can access the Service, such as a computer, a cell phone, a desk phone, a VoIP phone, or a digital tablet.

End User means the individuals who call or are called through your business phone system, including your customers, clients, and other third parties.

Personal Data is any information that relates to an identified or identifiable individual, whether processed by You through our Service or collected by Us to provide the Service.

Service refers to Hello2Hello's business phone system and contact center platform, including all voice communication services, call management features, contact center capabilities, reporting tools, and related applications accessible through https://hello2hello.com/ and associated platforms.

Service Provider means any natural or legal person who processes data on behalf of the Company, including telecommunications carriers, cloud infrastructure providers, payment processors, and analytics services.

Usage Data refers to data collected automatically through use of the Service, including system logs, feature utilization metrics, call statistics, and technical diagnostic information.

You mean the business, organization, or individual accessing or using the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service.

2. INFORMATION WE COLLECT

2.1 Account and Business Information

When you register for our Service, we collect:

• Business name and legal entity information
• Primary contact name, email address, and phone number
• Business address and location information
• Billing and payment information (credit card details, banking information)
• Tax identification numbers and business licenses (where applicable)
• Administrator and user account credentials

2.2 Call and Communication Data

As a business phone and contact center service, we process communication data including:

• Call detail records (caller/callee phone numbers, call duration, timestamps, call status)
• Call recordings (when enabled by You or required by applicable law)
• Voicemail messages and transcriptions
• SMS/text messages sent and received through the Service
• Fax transmissions (if applicable)
• Call routing and forwarding configurations
• Interactive Voice Response (IVR) selections and interactions

2.3 Contact Center and Agent Data

For contact center features, we collect:

• Agent names, IDs, and availability status
• Queue statistics and performance metrics
• Customer interaction histories and notes
• Call quality ratings and customer satisfaction scores
• Agent login/logout times and session data
• Skill-based routing configurations and assignments

2.4 Technical and Usage Data

We automatically collect technical information when You use our Service:

• IP addresses and device identifiers
• Browser type, version, and operating system
• Phone device types and SIP client information
• Network connection quality and bandwidth metrics
• Feature usage patterns and frequency
• Error logs and diagnostic data
• Session duration and timestamps
• Geographic location data (based on IP address or area code)

3. HOW WE USE YOUR INFORMATION

Hello2Hello uses the collected information for the following purposes:

3.1 Service Delivery and Management

• To provide, operate, and maintain our business phone and contact center services
• To route calls, deliver voicemail, and process communications
• To enable contact center features including queues, IVR, and agent management
• To authenticate users and manage account access
• To process number porting and service activation requests

3.2 Billing and Payment Processing

• To process payments and manage billing cycles
• To calculate usage-based charges for calls, SMS, and other services
• To detect and prevent fraudulent activity and unauthorized charges
• To send invoices and payment confirmations

3.3 Customer Support and Communication

• To respond to your inquiries and provide technical support
• To notify You of service updates, maintenance, and outages
• To send account-related notifications and security alerts
• To provide training and onboarding assistance

3.4 Service Improvement and Analytics

• To analyze usage patterns and improve service quality
• To monitor and optimize call quality and network performance
• To develop new features and enhance existing functionality
• To conduct research and generate aggregated, anonymized statistics
• To identify and troubleshoot technical issues

3.5 Compliance and Legal Obligations

• To comply with telecommunications regulations and emergency services requirements (E911)
• To maintain call records as required by law
• To respond to lawful requests from law enforcement or regulatory authorities
• To enforce our Terms of Service and prevent misuse of the Service
• To protect against fraud, spam, and illegal activity

4. CALL RECORDING AND MONITORING

Our Service provides call recording capabilities that You may enable for quality assurance, training, compliance, or business purposes. You are solely responsible for complying with all applicable call recording laws, including obtaining proper consent from all parties to a call before recording.

Call recording laws vary by jurisdiction. Many states and countries require all-party consent, meaning every participant must agree to being recorded. Other jurisdictions operate under one-party consent rules. You must understand and comply with the laws applicable to your business location and the locations of the parties you are recording.

Hello2Hello provides tools to facilitate compliance, including automated recording announcements and disclosure options, but You remain responsible for proper configuration and legal compliance. We store call recordings securely and retain them according to your account settings and applicable retention requirements.

5. HOW WE SHARE YOUR INFORMATION

We may share your information in the following circumstances:

5.1 Service Providers and Business Partners

We share information with third-party service providers who assist in delivering our Service:

• Telecommunications carriers for call routing and number provisioning
• Cloud infrastructure providers for hosting and data storage
• Payment processors for billing and transaction processing
• Analytics providers for service improvement and monitoring
• Customer support platforms and communication tools
• Security and fraud prevention services

These service providers are contractually obligated to protect your information and use it only for the purposes we specify.

5.2 Business Transfers

If Hello2Hello is involved in a merger, acquisition, asset sale, bankruptcy, or similar business transaction, your information may be transferred as part of that transaction. We will provide notice before your Personal Data is transferred and becomes subject to a different privacy policy.

5.3 Legal Requirements and Protection

We may disclose your information when required by law or to protect our rights:

• To comply with legal obligations, court orders, or regulatory requirements
• To respond to lawful requests from law enforcement or government agencies
• To provide emergency services information when required (E911 calls)
• To protect the rights, property, and safety of Hello2Hello, our users, or the public
• To prevent fraud, enforce our Terms of Service, and investigate violations
• To defend against legal claims or protect against legal liability

5.4 With your Consent

We may share your information for other purposes with your explicit consent, such as integrations with third-party CRM systems, business intelligence tools, or other applications you choose to connect to our Service.

6. DATA RETENTION

Hello2Hello retains your information for as long as necessary to provide the Service and fulfill the purposes described in this Privacy Policy:

• Account Information: Retained for the duration of your account plus a reasonable period afterward to handle billing inquiries and legal obligations (typically 3-7 years).
• Call Detail Records: Retained according to telecommunications regulations and your account settings (typically 18-24 months for billing purposes, longer if required by law).
• Call Recordings: Retained according to your configured retention policies. You control how long recordings are stored and can delete them at any time through your account settings.
• Voicemail Messages: Retained until deleted by You or according to your account retention settings.
• Usage Data: Generally retained for analysis purposes for up to 24 months, except when needed longer for security, legal compliance, or service improvement.
• Emergency Services Data: Retained as required by applicable E911 and emergency services regulations.

Upon account termination, we will delete or anonymize your Personal Data within a reasonable timeframe, except where retention is required by law or necessary to resolve disputes, enforce agreements, or protect our legitimate business interests.

7. DATA SECURITY

Hello2Hello implements industry-standard security measures to protect your information from unauthorized access, alteration, disclosure, or destruction:

• Encryption of data in transit using TLS/SSL protocols
• Encryption of sensitive data at rest
• Secure authentication and access controls
• Regular security audits and vulnerability assessments
• Network monitoring and intrusion detection systems
• Role-based access restrictions for internal personnel
• Secure data centers with physical access controls
• Regular backups and disaster recovery procedures

However, no method of transmission over the Internet or electronic storage is completely secure. While we strive to use commercially reasonable means to protect your Personal Data, we cannot guarantee absolute security. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

8. YOUR RIGHTS AND CHOICES

Depending on your location, You may have certain rights regarding your Personal Data:

8.1 Access and Portability

You have the right to access your Personal Data and, in some cases, receive a copy in a portable format. You can access most of your data through your account dashboard, including call logs, recordings, and configuration settings. For additional information, contact us using the details in Section 13.

8.2 Correction and Updates

You can update your account information, business details, and contact preferences at any time by logging into your account settings. For assistance with corrections, please contact our support team.

8.3 Deletion

You have the right to request deletion of your Personal Data. You can delete specific call recordings, voicemails, and other data through your account settings. To request full account deletion, please contact us. Note that we may retain certain information where required by law or necessary for legitimate business purposes (e.g., billing records, legal compliance).

8.4 Marketing Communications

You can opt out of promotional emails by clicking the unsubscribe link in any marketing message or adjusting your communication preferences in your account settings. Note that You cannot opt out of essential service-related communications, such as billing notifications, security alerts, or system updates.

8.5 Cookie Management

Most web browsers automatically accept cookies, but you can modify your browser settings to decline cookies. However, disabling cookies may limit your ability to use certain features of our Service. See Section 9 for more information about cookies.

9. COOKIES AND TRACKING TECHNOLOGIES

Hello2Hello uses cookies and similar tracking technologies to enhance your experience and analyze Service usage. These technologies help us authenticate users, remember your preferences, and improve our Service.

9.1 Types of Cookies We Use

Essential Cookies: Required for the Service to function properly, including authentication, session management, and security features. These cookies cannot be disabled without significantly impacting Service functionality.

Functional Cookies: Remember your preferences, settings, and account configurations to provide a personalized experience across sessions.

Analytics Cookies: Help us understand how You use our Service, which features are most popular, and how we can improve performance and user experience.

Performance Cookies: Monitor system performance, call quality, and technical metrics to ensure reliable service delivery and identify issues.

9.2 Managing Cookies

You can control cookies through your browser settings. Most browsers allow You to refuse cookies, delete existing cookies, or receive notifications when cookies are sent. Please note that disabling certain cookies may affect the functionality and performance of our Service. For more information about managing cookies, visit your browser's help section.

10. INTERNATIONAL DATA TRANSFERS

Hello2Hello operates globally and may transfer, store, and process your information in countries other than your own. Our servers and service providers are located in various jurisdictions, including the United States and other countries where data protection laws may differ from those in your jurisdiction.

When we transfer your Personal Data internationally, we implement appropriate safeguards to protect your information, including standard contractual clauses, data processing agreements, and security measures that comply with applicable data protection laws. By using our Service, You consent to the transfer of your information to countries outside your jurisdiction.

11. CHILDREN'S PRIVACY

Our Service is designed for business use and is not intended for individuals under the age of 18. We do not knowingly collect Personal Data from anyone under 18 years of age. If You are a parent or guardian and believe your child has provided us with Personal Data, please contact us immediately. If we become aware that we have collected Personal Data from anyone under 18 without verification of parental consent, we will take steps to remove that information from our systems.

12. THIRD-PARTY LINKS AND INTEGRATIONS

Our Service may contain links to third-party websites, applications, or services that are not operated by Hello2Hello. Additionally, we offer integrations with various third-party business tools, CRM systems, and communication platforms.

We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services. When you enable integrations or click on third-party links, you will be directed to those third parties' sites or applications. We strongly advise you to review the privacy policy of every third-party service you connect to or visit. your use of third-party services is governed by their respective terms and privacy policies, not ours.

13. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will update the Last Updated date at the top of this policy.

For material changes that significantly affect your rights or how we handle your Personal Data, we will provide prominent notice through our Service, via email to your registered account email address, or through other appropriate means. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information. your continued use of the Service after changes become effective constitutes your acceptance of the revised Privacy Policy.

14. EUROPEAN PRIVACY RIGHTS (GDPR)

If You are located in the European Economic Area (EEA), United Kingdom, or Switzerland, You have specific rights under the General Data Protection Regulation (GDPR) and equivalent laws:

• The right to access your Personal Data
• The right to rectification of inaccurate or incomplete data
• The right to erasure (right to be forgotten)
• The right to restrict processing
• The right to data portability
• The right to object to processing
• The right to lodge a complaint with a supervisory authority

We process your Personal Data based on the following legal bases:

• Performance of our contract with You (to provide the Service)
• Compliance with legal obligations (telecommunications regulations, tax laws)
• Legitimate interests (service improvement, fraud prevention, security)
• your consent (where specifically obtained)

15. CONTACT INFORMATION

If You have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Hello2Hello Privacy Team

Email: hello@hello2hello.com

Website: https://hello2hello.com/

Support Portal: https://hello2hello.com/support

Phone:

We will respond to your inquiry within a reasonable timeframe, typically within 30 days for general inquiries and within the timeframes required by applicable privacy laws for formal data subject requests.

Thank you for trusting Hello2Hello with your business communications. We are committed to protecting your privacy and providing secure, reliable service.

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