Privacy Policy

1. Introduction

Uvoice USA, LLC ("Uvoice," "we," "us," or "our") respects your privacy and is committed to protecting the personal information of our customers, website visitors, and end users of our voice, messaging, and unified communications services. This Privacy Policy describes what information we collect, how we use and share it, and the rights you have with respect to your information.

As a provider of telecommunications and interconnected VoIP services, we are subject to additional obligations under federal law, including Section 222 of the Communications Act governing Customer Proprietary Network Information ("CPNI"). Those obligations are described in Section 5 below.

2. Information We Collect

We collect the following categories of information:

• Account information: business name, billing contact, service address, federal tax ID, authorized representatives, and login credentials for our customer portal.
• Service information: telephone numbers assigned to your account, extensions, user directories, call routing configurations, voicemail greetings, and softphone or device identifiers.
• Communications data: call detail records (calling and called numbers, date, time, duration, and routing path), text and multimedia messages sent via our platform, voicemail recordings, fax content transmitted through our service, and — where you have enabled the feature — call recordings and AI-generated transcripts and summaries.
• Billing information: payment card or ACH details (processed by our PCI-DSS compliant payment processor), invoices, and payment history.
• Support and operational data: trouble tickets, support call recordings, chat transcripts, and diagnostic data from your devices and network.
• Website and marketing data: IP address, browser type, pages visited, referring URL, form submissions, and information collected through cookies and similar technologies (see Section 7).
• E911 registration data: dispatchable street address and, where applicable, floor, suite, or room information for each registered endpoint, as required by federal law.

3. How We Use Your Information

We use the information we collect to:

• Provide, configure, maintain, and support the services you have purchased from us;
• Route, deliver, and bill voice calls, text messages, and other communications;
• Provide accurate caller location to public safety answering points (PSAPs) for 911 calls;
• Authenticate users and protect accounts against fraud, abuse, and unauthorized access;
• Diagnose service issues, monitor network quality, and improve platform performance;
• Enable optional AI features, such as voicemail transcription, real-time captions, call summaries, sentiment analysis, and intelligent routing, when those features are activated on your account;
• Send service announcements, security notices, and other transactional communications;
• Send marketing communications consistent with applicable law and your preferences;
• Comply with legal obligations, lawful requests from government authorities, and our regulatory reporting requirements as a telecommunications carrier.

4. How We Share Information

We do not sell your personal information. We share information only as described below:

• Underlying carriers and platform partners: we route calls and messages through interconnected carriers, SMS aggregators, and our cloud communications platform providers (including Sky Switch / Sangoma and other licensed wholesale partners) so that your calls and messages can be delivered.
• Service providers: hosting, security, payment processing, customer support, analytics, and AI processing vendors that act on our behalf under written confidentiality and data-handling obligations.
• E911 and public safety: registered location and callback information is shared with PSAPs and emergency response authorities when 911 is dialed.
• Legal and regulatory: in response to subpoenas, court orders, lawful CALEA requests, or other legally enforceable demands, and as required by the FCC, state public utility commissions, and tax authorities.
• Corporate transactions: in connection with a merger, acquisition, financing, or sale of assets, subject to standard confidentiality protections.
• With your consent: any other sharing is done with your prior consent or at your direction.

5. Customer Proprietary Network Information (CPNI)

Federal law protects the privacy of certain information about the telecommunications services you purchase from us, including the type, technical configuration, location, destination, quantity, and amount of use of those services. This is known as Customer Proprietary Network Information, or CPNI.

Uvoice does not use, disclose, or permit access to your CPNI for marketing purposes outside of the categories of services to which you already subscribe without your express consent. You have the right to restrict our use of your CPNI by contacting us at support@uvoice.com or (855) USA-VOICE / (860) 656-1000. Restricting CPNI use will not affect the services you receive from us.

We maintain administrative, technical, and physical safeguards to protect CPNI, train our personnel on appropriate handling, authenticate customers before disclosing CPNI, and notify you and law enforcement of any breach as required by FCC rules.

6. SMS, A2P 10DLC, and Messaging Consent

Uvoice provides Application-to-Person (A2P) messaging through registered 10DLC, toll-free, and short code routes. The following terms apply to all messaging traffic sent through our platform.

Consent. You may only send SMS or MMS messages to recipients who have provided prior express consent to receive messages from your business at the number provided. For marketing or promotional content, prior express written consent is required as defined by the Telephone Consumer Protection Act (TCPA) and FCC rules. Consent must be specific to your brand, clearly disclose that messages may be sent via automated systems, disclose message and data rates, and not be a condition of purchase.

Brand and campaign registration. All A2P 10DLC traffic on our platform is registered through The Campaign Registry (TCR). Customers must provide accurate brand information (legal name, EIN, address, website, and authorized representative) and accurate campaign information (use case, sample message content, opt-in flow with screenshot or URL, and call-to-action). Misrepresentation of brand or campaign information is grounds for immediate suspension.

Required disclosures. Every recurring messaging program must include in its opt-in language: program name, message frequency disclosure, "Msg & data rates may apply," a link to your privacy policy, and a link to your terms of service. The first message sent to a new subscriber must identify your brand and include opt-out instructions.

Opt-out. You must honor STOP, END, CANCEL, UNSUBSCRIBE, and QUIT keywords on every campaign and provide a confirmation reply. Our platform processes these keywords automatically; you may not override or delay opt-out processing. You must also honor any opt-out received by other reasonable means (verbal, email, or web form).

Prohibited content (SHAFT-C and beyond). Messages may not contain content related to sex, hate, alcohol, firearms, tobacco, cannabis (including CBD and delta-8/9 products in any state), illegal substances, gambling outside of licensed operators, payday or high-interest lending, debt forgiveness or credit repair (without proper licensure and consent), get-rich-quick schemes, deceptive marketing, phishing, or any content that violates carrier policies or applicable law.

Quiet hours and frequency. Marketing messages must comply with TCPA quiet hours (no calls or texts before 8:00 a.m. or after 9:00 p.m. local time of the recipient) and all applicable state-level quiet hour and frequency limits.

Recordkeeping. You are responsible for maintaining records of consent for each recipient (date, time, IP address or capture method, and the specific language to which they consented) for a minimum of four years and producing them on request.

Enforcement. Carriers and aggregators (including AT&T, T-Mobile, Verizon, and the CTIA) may filter, throttle, suspend, or fine traffic that violates these rules. Uvoice will pass through any carrier-imposed fees or fines and may suspend or terminate your messaging service for violations of this policy or applicable law.

7. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to remember your preferences, measure site traffic, and improve performance. We use both first-party and third-party cookies, including analytics cookies (such as Google Analytics) and conversion-tracking pixels. You can manage cookies through your browser settings; disabling cookies may affect site functionality.

We honor Global Privacy Control (GPC) signals from your browser as a valid opt-out of the sale or sharing of personal information for residents of states that recognize GPC.

8. AI Features and Data Processing

Optional AI features available on our platform — including transcription, call summarization, real-time captions, translation, sentiment analysis, agent assist, and AI search — process call audio, message content, and metadata to produce the requested output.

Where AI processing occurs through a third-party model provider, we contract with providers that do not use customer content to train their foundation models, do not retain inputs or outputs beyond the period required to deliver the service, and process data within the United States or other jurisdictions agreed in writing with you.

Customers control which AI features are enabled on their account and may disable them at any time. Recording, transcription, and AI-generated artifacts associated with disabled features are retained or deleted in accordance with your account configuration and Section 10 below.

9. Information Security

We maintain a written information security program with administrative, technical, and physical controls designed to protect the confidentiality, integrity, and availability of customer information. Controls include encryption of data in transit and at rest, role-based access controls, multi-factor authentication for administrative access, network segmentation, continuous monitoring, vulnerability management, and annual independent security assessments.

No system is completely secure. In the event of a security incident affecting your information, we will notify you and applicable regulators in accordance with FCC, state, and federal breach-notification requirements.

10. Data Retention

We retain information for as long as needed to:

• Provide the services and support your account;
• Comply with legal, regulatory, tax, and accounting obligations (including 18-month minimum retention of call detail records under applicable rules);
• Resolve disputes and enforce our agreements.

Call recordings, voicemail, and AI transcripts are retained according to the retention period configured on your account. You may delete content earlier or change your retention settings at any time through the customer portal or by contacting support.

11. Your Privacy Rights

Depending on your state of residence, you may have the right to: (a) request access to the personal information we hold about you; (b) request correction of inaccurate information; (c) request deletion of your information; (d) opt out of the sale or sharing of personal information (we do not sell personal information); (e) opt out of certain targeted advertising; (f) limit the use of sensitive personal information; and (g) appeal a denial of any of these requests.

To exercise any of these rights, contact us at support@uvoice.com or (855) USA-VOICE / (860) 656-1000. We will verify your identity before fulfilling a request and respond within the timeframes required by applicable law. You may designate an authorized agent to submit a request on your behalf.

California residents may also request the categories of personal information we collect, the sources of that information, the business purposes for collecting it, and the categories of third parties with whom we share it.

12. Children's Privacy

Our services are intended for businesses and are not directed to children under 13. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us and we will delete it.

13. Do-Not-Call and CAN-SPAM

We honor federal and state Do-Not-Call registries for our own marketing calls and texts and comply with the CAN-SPAM Act for our marketing email. You can unsubscribe from our marketing communications at any time using the link in any marketing email or by contacting us. As a platform provider, we also expect customers using our voice and messaging services to honor their own Do-Not-Call and CAN-SPAM obligations; see our Terms of Service for details.

14. International Users

Uvoice is a U.S. company and our services are provided from and stored in the United States. If you access our website or services from outside the United States, you understand that your information will be transferred to and processed in the United States, which may have data-protection laws different from your home country.

15. Changes to This Policy

We may update this Privacy Policy from time to time. The "Effective Date" at the top reflects the most recent revision. For material changes, we will provide reasonable advance notice through email, the customer portal, or a notice on our website. Continued use of our services after the effective date constitutes acceptance of the updated policy.