Terms and Conditions

Effective Date: July 26, 2026

These Terms and Conditions ("Terms") govern access to and use of Handled Calls, a service provided by Handled Calls LLC ("Handled Calls," "we," "us," or "our"). These Terms apply to the Handled Calls website, dashboard, phone answering tools, AI receptionist tools, voicemail tools, booking tools, SMS features, review features, payment-link features, billing features, support, documentation, and related services (collectively, the "Service").

By creating an account, using the Service, forwarding calls to Handled Calls, connecting a phone number, using the dashboard, authorizing a user, accepting an order, starting a trial, or otherwise accessing the Service, you agree to these Terms.

If you use the Service for a company, organization, or other business, you represent that you have authority to bind that business. In these Terms, "Customer," "you," and "your" refer to the business or person using the Service.

These Terms include the Data Processing Addendum in Appendix A. The Privacy Policy also applies to the Service.

1. The Service

Handled Calls helps service businesses answer, capture, organize, and follow up on inbound calls and job-related communications. Depending on your settings, provider configuration, and subscription, the Service may:

Handled Calls is a business operations tool. It is not an emergency dispatch service, medical service, legal service, financial adviser, debt collector, payment processor of record, regulated communications carrier, or human call center.

2. Accounts And Authorized Users

You must provide accurate account, business, billing, and contact information and keep that information current. You are responsible for all activity under your account and for all users, employees, contractors, agents, and other people who access the Service through your account.

You are responsible for:

Handled Calls may offer role-based access controls, multi-factor authentication options, audit logs, administrative settings, and security controls. Unless we expressly require a security control for your account, the availability of a control does not mean that it is required for every user or workflow.

Electronic Records And Notices

When you create an account and accept these Terms, you consent to receive records and notices relating to the Service electronically. This consent covers account, security, billing, subscription, service-status, privacy, and legal records and notices. We may provide them by email to the current account-owner address, through the Service, or by another electronic method described when you transact with us.

You must maintain a current account-owner email address and promptly update it in the Service or by contacting support. To access and retain electronic records, you need a device with internet access, a current web browser or email application, and storage or printing capability. The registration process reasonably demonstrates that you can access the electronic form used for these records.

You may request a paper copy of an electronic record without charge, or withdraw consent to electronic records, by emailing hello@handledcalls.com. Tell us the record requested and the mailing address. Withdrawal applies prospectively and does not affect records already provided. If applicable law allows and we cannot reasonably support a non-electronic relationship, we may close the account after giving any required notice. A law that requires a particular delivery method or format controls over this general consent.

3. Customer Responsibilities

You are responsible for your business operations and the instructions, settings, scripts, phone numbers, call-forwarding choices, business hours, service areas, prices, booking windows, availability, review links, customer communications, payment amounts, refund policies, and other business information you provide to Handled Calls.

You are responsible for reviewing AI-generated summaries, transcripts, classifications, suggested actions, suggested messages, booking details, job records, payment amounts, and customer communications before relying on them. AI output may be incomplete, delayed, inaccurate, or inappropriate for a specific situation.

You are responsible for complying with laws, rules, and platform policies that apply to your business, including call recording, monitoring, telemarketing, consumer protection, employment, professional licensing, advertising, payments, refunds, taxes, review solicitation, privacy, data protection, messaging, and industry-specific laws.

You must not use the Service for emergency dispatch or any high-risk use case where an error, delay, outage, transcription issue, routing issue, or AI issue could cause death, personal injury, severe property damage, legal harm, or other serious harm.

4. Calls, Recordings, Transcripts, And Disclosures

By connecting or forwarding a phone number to Handled Calls, you instruct us and our service providers to receive, route, process, transmit, store, analyze, and display call-related data on your behalf.

Calls and voicemails handled through Handled Calls may be recorded, transcribed, summarized, analyzed, and stored. This may include voicemail recordings, live AI call recordings, transcripts, caller phone numbers, caller names, call metadata, job details, scheduling details, customer addresses, customer requests, AI-generated summaries, and suggested responses.

Handled Calls may use providers such as Twilio for telephony, SMS, voicemail, call recording, and phone routing; Retell AI or a similar voice AI provider for live AI receptionist calls; OpenAI for audio transcription; Anthropic for language analysis; Railway for hosting and database infrastructure; and other providers described in these Terms and the Privacy Policy.

You are responsible for ensuring that callers receive any legally required notice or consent for recording, transcription, monitoring, AI handling, call routing, or similar processing. We may provide default call-opening or prompt language to help disclose that calls may be handled by a virtual assistant and may be recorded or transcribed, but you remain responsible for deciding whether that disclosure is sufficient for your business, use case, and jurisdiction.

Recording and transcript availability is not guaranteed. Audio may be stored by Twilio, Retell AI, or another provider and may be available only for a limited time. The dashboard may show a recording, transcript, summary, or playback link when available.

5. Customer Messaging Responsibilities

Handled Calls is not currently a customer messaging platform for owner-authored customer texts. You are responsible for drafting, sending, and replying to customer messages from your own phone, messaging app, or other tools outside Handled Calls.

Handled Calls may show call, job, customer, payment, review, and follow-up context that helps you decide when customer communication is needed. Manual messages sent outside Handled Calls are not controlled by us and may not be visible in the dashboard.

You are responsible for complying with any laws, carrier rules, platform policies, consent requirements, opt-out requirements, and recordkeeping obligations that apply to customer messages you choose to send outside Handled Calls. Consent is not a condition of purchase.

If a limited operational messaging feature is separately enabled for an account, it may be used only for service-related purposes, only with any legally required consent, and only where the number is not opted out or suppressed. We may refuse customer messaging activity if consent is missing, the number is opted out, provider configuration is incomplete, the content appears unsafe, or sending would create legal, carrier, deliverability, or compliance risk.

You must not use the Service or information from the Service to send unlawful, abusive, deceptive, harassing, spam, promotional, non-consented, or prohibited messages. You must not buy, sell, rent, transfer, or import consent in a way that violates law, carrier rules, or provider requirements.

6. AI Receptionist And AI-Generated Content

Handled Calls may use AI systems to answer calls, ask intake questions, summarize calls, extract job details, classify urgency, detect spam, check service areas, check availability, suggest owner responses, create draft booking details, or support other Service features.

AI-generated content is provided to support business operations. It is not guaranteed to be accurate, complete, current, lawful, safe, or appropriate. You are responsible for reviewing and correcting records, responding to urgent situations, confirming bookings, confirming prices, communicating with customers, and deciding whether to rely on any AI-generated result.

Handled Calls does not use Customer Data to train public or general-purpose AI models. We may use de-identified or aggregated operational metrics to understand Service reliability, quality, performance, and product usage.

You must not use prompts, instructions, call flows, notes, uploads, messages, or other Customer Data to request unlawful, discriminatory, deceptive, harmful, or high-risk outputs.

7. Booking, Reviews, And Job Payments

Handled Calls may provide tools for online booking, AI-assisted booking, owner-approved booking, appointment reminders, job status tracking, post-job satisfaction checks, review-link rotation, Stripe-hosted customer payment links, and manual paid-status tracking.

Bookings and suggested appointment times are not guaranteed until you review and accept them, unless you have configured automatic booking for eligible calls. You are responsible for honoring, changing, canceling, and confirming bookings and for keeping business hours, blackout dates, availability, service areas, and policies accurate.

Review tools are designed to request customer feedback and, where appropriate, send a review link after a positive response. You are responsible for complying with review platform rules, advertising laws, consumer protection laws, and any rules that apply to incentives, gating, selective solicitation, or review management. Handled Calls does not guarantee reviews, ratings, public review placement, search ranking, review removal, or customer sentiment.

Job payment links are created through Stripe-hosted checkout pages. Handled Calls does not collect or store full card numbers, CVV codes, or bank account credentials. You are responsible for the accuracy of payment amounts, service descriptions, taxes, refunds, disputes, chargebacks, customer billing communications, and the actual goods or services you provide.

8. Subscription Billing, Trials, Usage, And Cancellation

Unless the checkout page or a written agreement states otherwise, Handled Calls uses a card-backed free trial followed by recurring subscription billing.

Unless checkout states different trial terms, the standard trial is 14 days. Verified Calls are free during the trial, and the trial does not have a call-count cap. All trial and paid use remains subject to the Waste, Fraud, and Abuse Policy. The review threshold below applies only while an account is in its trial period.

During a standard 14-day trial, use above 100 Verified Calls may trigger a fair-use review. The 100-Verified-Call threshold is not a call-count cap or hard technical cutoff, does not automatically stop or reroute calls, and does not create an automatic overage charge. It is a contractual review threshold that helps us identify unusual usage, waste, fraud, abuse, shared or resold service, automated traffic, or a service arrangement that is no longer operationally appropriate.

Following a review, we may contact you, request information or corrective action, require a different written service arrangement, restrict or suspend a feature, discontinue virtual receptionist answering, or terminate the Service. Subject to applicable law and these Terms, Handled Calls may at its discretion and at any time limit, suspend, or discontinue virtual receptionist answering for an account. We may review or act on suspected waste, fraud, abuse, security risk, unlawful use, provider risk, or operational risk below the threshold, and we may allow trial usage above the threshold in our discretion. Paid accounts are not subject to the 100-Verified-Call trial review threshold, but remain subject to the Waste, Fraud, and Abuse Policy, which is incorporated into these Terms.

After the trial, service automatically continues unless you cancel before the trial ends. Current launch pricing may include a base platform fee, per-user seat fees, metered Verified Call usage, telephony charges, messaging charges, taxes, and other usage-based amounts. Pricing, billing period, included usage, taxes, and fees are shown at checkout, in your billing settings, on an order, or in written terms presented to you. A Verified Call is a call that appears to be a legitimate customer conversation after Handled Calls applies spam, fraud, wrong-number, audio-quality, misdial, and quick-hangup filtering.

Unless checkout or a written agreement says otherwise, the base subscription and active-user seat fees are charged in advance at the start of each 28-day billing period. Verified Calls are counted during a billing period and charged in arrears after that period ends. At a billing-period boundary, one invoice may therefore include both the fixed subscription and seat fees for the next period and Verified Call usage from the period that just ended. Trial-period Verified Calls are free and are not carried into the first paid-period usage charge.

You authorize Handled Calls and Stripe to charge your payment method for subscription fees, seat fees, usage charges, taxes, and other amounts due. If a payment fails, we may retry the charge, limit features, suspend service, stop answering calls, disable outbound messages, or terminate access.

You are responsible for taxes, communications surcharges, carrier fees, provider fees, chargebacks, fines, penalties, or other amounts that arise from your use of the Service, unless prohibited by law or expressly stated otherwise in writing.

You may cancel through the Stripe customer portal, in-app billing settings, or by contacting support. Cancellation stops future renewal charges but does not automatically refund prior charges except as described below or required by law.

For first-time customers, Handled Calls offers a first-month satisfaction guarantee while that guarantee is advertised at signup or checkout. If you are not satisfied during your first paid billing period, contact support within 30 days of your first paid charge. If the account is eligible, we will refund the base subscription fee for that first paid period. Usage charges, third-party fees, seat fees, chargebacks, abuse, or accounts that violate these Terms are excluded unless we state otherwise in writing.

9. Customer Data, Privacy, And Ownership

"Customer Data" means data you, your team, callers, customers, or service providers submit to or generate through the Service for your business, including call data, voicemail audio, recordings, transcripts, SMS content, customer records, job records, schedules, payment metadata, review records, account settings, business instructions, and related records.

As between you and Handled Calls, you own your Customer Data. You grant Handled Calls permission to host, process, transmit, display, analyze, summarize, store, back up, retain, delete, and otherwise use Customer Data as needed to provide, secure, monitor, support, improve, and comply with obligations related to the Service.

Handled Calls does not sell Customer Data. Handled Calls does not use Customer Data to train public or general-purpose AI models. Handled Calls may use de-identified or aggregated operational metrics to understand Service performance, reliability, quality, security, and product usage.

Our Privacy Policy explains how we collect, use, share, and retain personal information. The Privacy Policy is incorporated into these Terms.

10. Data Processing Addendum

The Data Processing Addendum in Appendix A applies whenever Handled Calls processes Customer Personal Data as a processor or service provider on your behalf. The DPA is part of these Terms and is designed to address data protection, privacy, service-provider, and processor obligations for business customers.

If you need a separately signed DPA, security questionnaire, or vendor review, contact hello@handledcalls.com. A separate written agreement may supplement these Terms, but these Terms and the DPA apply unless a signed agreement says otherwise.

11. Subprocessors And Operational Providers

Handled Calls uses third-party service providers and subprocessors to operate the Service. Current or expected providers may include the following:

Twilio Purpose: Voice calls, voicemail recording, SMS, phone routing, phone numbers, and related communications infrastructure. Data involved: Phone numbers, call metadata, voicemail audio, call recordings, SMS content, and delivery metadata.

Retell AI Purpose: Live AI receptionist calls when enabled. Data involved: Call audio, live transcripts, caller details, and business instructions.

Vapi Purpose: Alternate voice AI provider if enabled. Data involved: Similar voice AI call data when used.

OpenAI Purpose: Audio transcription through Whisper or similar API services. Data involved: Voicemail or call audio for transcription.

Anthropic Purpose: Language analysis, summaries, lead extraction, suggested actions, and related AI-assisted workflows. Data involved: Transcripts, SMS content, job details, customer details, and business context.

Stripe Purpose: Subscription billing, invoices, payment method handling, billing portal, and job payment checkout. Data involved: Billing owner data, customer/payment metadata, invoice metadata, subscription status, and payment status.

Railway Purpose: Application hosting, database, deployment, storage, and infrastructure. Data involved: Hosted application data and Customer Data.

Sentry Purpose: Error monitoring and diagnostics when enabled. Data involved: Error context, user/account identifiers, request metadata, and stack traces.

Honeycomb/OpenTelemetry Purpose: Observability, tracing, reliability diagnostics, and performance monitoring when enabled. Data involved: Request/trace metadata, hashed identifiers, tenant context, and operational telemetry.

Google Maps Platform Purpose: Address validation, geocoding, maps, service-area checks, and related location features when enabled. Data involved: Business and customer address data.

SMTP or email provider Purpose: Account email, security email, MFA email, billing email, and support email when enabled. Data involved: User email address, message metadata, and short-lived codes.

We may add, replace, or remove providers as the Service evolves. We will use commercially reasonable safeguards and agreements with providers that process personal information on our behalf.

12. Data Retention, Export, And Deletion

Handled Calls keeps operational records long enough to provide the Service, support your business, resolve disputes, maintain security, preserve audit history, honor suppression and consent requirements, and satisfy legal, accounting, carrier, tax, and compliance obligations.

Default retention practices include:

Retention windows may be changed by configuration, law, provider limits, business requirements, security needs, support needs, or operational needs. We may delete, redact, de-identify, or archive data earlier where appropriate.

Admins may request export or deletion through available account tools or by contacting support. We may require identity verification and may retain certain records where required or permitted by law.

13. Security And Administration

Handled Calls uses administrative, technical, and organizational safeguards designed to protect Customer Data. These may include HTTPS, provider-managed encryption, access controls, authentication controls, webhook signature validation, audit logs, secrets management, data minimization, suppression lists, error monitoring, and restricted administrative access.

No service is completely secure. You are responsible for configuring your account safely, keeping credentials confidential, using available access controls appropriately, securing devices used to access the Service, and notifying us promptly about suspected security issues.

Handled Calls may access your account or Customer Data to provide support, investigate issues, maintain security, prevent abuse, comply with law, enforce these Terms, or operate the Service.

14. Acceptable Use

The Service is subject to the Waste, Fraud, and Abuse Policy. You must use the Service for your own legitimate business operations and take reasonable steps to prevent unauthorized or artificial traffic. You may not structure, split, automate, route, resell, share, or manipulate use to evade billing, fair-use review, provider restrictions, security controls, or these Terms.

You may not use the Service to:

We may investigate suspected waste, fraud, or abuse and may require reasonable cooperation, identity or business verification, call-routing information, or other information needed to evaluate the use. We may suspend or terminate access if we believe your use creates legal, security, deliverability, billing, reputational, provider, carrier, financial, or operational risk.

15. Third-Party Services

Handled Calls relies on third-party providers, including telephony, AI, payment, hosting, monitoring, mapping, email, and communications providers. Their services may be subject to their own terms, policies, availability, limitations, and outages. We are not responsible for third-party failures outside our reasonable control.

Stripe-hosted checkout and customer payment pages are provided by Stripe. Telephony and SMS delivery are provided through Twilio or similar providers and may be affected by carrier filtering, A2P/10DLC registration, toll-free verification, customer opt-outs, message content, phone-number reputation, provider policy, or network conditions.

You are responsible for maintaining any third-party accounts, calendars, review profiles, phone settings, call-forwarding settings, payment accounts, or business accounts that you connect to or use with the Service.

16. Confidentiality

Each party may receive non-public information from the other party that should reasonably be understood to be confidential. The receiving party will use the disclosing party's confidential information only to perform under these Terms and will protect it using reasonable care. Confidential information does not include information that is public, already known without confidentiality obligations, independently developed, or rightfully received from another source without confidentiality obligations.

We may disclose confidential information when required by law, subpoena, court order, carrier requirement, provider requirement, regulator request, or other legal process, after giving notice when legally permitted and practical.

17. Intellectual Property

Handled Calls and its software, designs, workflows, documentation, branding, models, prompts, analytics, templates, dashboards, source code, and Service components are owned by Handled Calls or its licensors. These Terms do not transfer ownership of our intellectual property to you.

You may use the Service only as allowed by these Terms. You may not copy, resell, sublicense, provide, or make the Service available to third parties except for authorized team members using it for your business.

You retain ownership of Customer Data. You grant us the rights described in these Terms and the DPA to provide and operate the Service.

Feedback, suggestions, or ideas you provide may be used by Handled Calls without restriction or compensation, unless we separately agree otherwise in writing.

18. Service Changes, Beta Features, And Availability

We may change, suspend, discontinue, limit, or replace features at any time. We may perform maintenance, deploy updates, change provider integrations, update pricing, modify usage limits, or change technical requirements. We will try to provide reasonable notice for material changes that negatively affect active customers when practical.

Some features may be beta, preview, experimental, limited-release, or otherwise not generally available. Beta features may be changed, disabled, or removed at any time and may be less reliable than generally available features.

Handled Calls is provided using commercially reasonable efforts, but we do not guarantee uninterrupted service, error-free operation, call answer rates, SMS delivery, booking conversion, payment collection, review generation, search ranking, customer response, or business revenue.

19. Disclaimers

To the fullest extent permitted by law, the Service is provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, availability, security, and course of dealing.

AI-generated content, transcripts, summaries, classifications, suggestions, availability checks, service-area checks, booking outputs, lead scores, and other automated outputs may be wrong. You are responsible for reviewing and acting on information appropriately.

20. Limitation Of Liability

To the fullest extent permitted by law, Handled Calls and its owners, employees, contractors, affiliates, licensors, and providers will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost business, lost goodwill, lost data, missed calls, lost jobs, lost reviews, failed SMS delivery, provider outages, carrier filtering, AI errors, or interruption of service.

To the fullest extent permitted by law, our total liability for any claim arising out of or relating to the Service or these Terms will not exceed the amount you paid to Handled Calls for the Service during the three months before the event giving rise to the claim.

The limitations in this section apply whether the claim is based on contract, tort, negligence, strict liability, statute, or any other legal theory, even if we have been advised of the possibility of damages and even if a remedy fails of its essential purpose.

Some jurisdictions do not allow certain limitations, so some limitations may not apply to you.

21. Indemnification

You will defend, indemnify, and hold harmless Handled Calls and its owners, employees, contractors, affiliates, licensors, and providers from and against claims, damages, losses, liabilities, costs, and expenses, including reasonable attorneys' fees, arising out of or related to:

We may control the defense of any matter subject to indemnification, and you will cooperate with us. You may not settle a claim in a way that imposes obligations on Handled Calls without our written consent.

22. Suspension And Termination

You may stop using the Service or cancel your subscription as described in these Terms. Handled Calls may limit, suspend, refuse, or terminate all or part of the Service or any account at any time, with or without cause, subject to applicable law. We may act immediately and without prior notice when we reasonably believe it is necessary to address nonpayment, waste, fraud, abuse, a Terms violation, security or legal risk, provider or carrier requirements, harm to another party, or operational risk. When practical and safe, we will provide notice.

If we terminate an account without cause, we will stop future recurring charges and, where applicable, provide a prorated refund of prepaid base subscription fees allocable to the period after termination. Usage charges, seat charges, third-party charges, taxes, and amounts already incurred are not refundable except where required by law. If we terminate for cause, no refund is due except where required by law. You remain responsible for amounts accrued through the effective date of termination.

After termination, we may retain, delete, redact, de-identify, or archive data according to these Terms, the Privacy Policy, the DPA, retention practices, provider limits, and legal obligations.

Sections that by their nature should survive termination will survive, including sections concerning payment obligations, Customer Data, DPA, retention, acceptable use, third-party services, confidentiality, intellectual property, disclaimers, limitations of liability, indemnification, disputes, and general legal terms.

23. Export, Sanctions, And Government Use

You may not use the Service in violation of export control laws, sanctions laws, or trade restrictions. You represent that you are not located in, organized under the laws of, or ordinarily resident in a country or region subject to comprehensive U.S. sanctions and that you are not on a restricted party list.

The Service is commercial computer software. Government users receive only the rights provided to other customers under these Terms unless a written agreement states otherwise.

24. Governing Law, Venue, And Disputes

These Terms are governed by the laws of the State of Nebraska, without regard to conflict-of-law rules. Any dispute arising out of or relating to these Terms or the Service will be brought in the state or federal courts located in Nebraska, unless applicable law requires otherwise.

Each party waives any right to a jury trial for disputes arising out of or relating to these Terms or the Service to the fullest extent permitted by law.

To the fullest extent permitted by law, disputes must be brought only on an individual basis and not as a plaintiff or class member in any purported class, collective, consolidated, or representative action.

25. Changes To These Terms

We may update these Terms from time to time. The updated version will be posted with a new effective date. If changes are material, we may provide additional notice through the website, dashboard, email, or other reasonable means. Your continued use of the Service after updated Terms take effect means you accept the updated Terms.

26. Order Of Precedence

If there is a conflict between these Terms and a separate written agreement signed by Handled Calls, the signed written agreement controls to the extent of the conflict. If there is a conflict between the main body of these Terms and the DPA, the DPA controls only for matters concerning the processing of Customer Personal Data where Handled Calls acts as a processor or service provider.

27. Contact

Questions about these Terms may be sent to:

Handled Calls LLC

901 Farnam Street, Apt 360

Omaha, NE 68102

Email: hello@handledcalls.com

Phone: 712-308-6719

Appendix A: Data Processing Addendum

This Data Processing Addendum ("DPA") is part of the Terms and applies when Handled Calls processes Customer Personal Data on behalf of Customer as a processor, service provider, contractor, or similar role under Data Protection Laws.

A1. Definitions

"Customer Personal Data" means personal information or personal data contained in Customer Data that Handled Calls processes on behalf of Customer through the Service.

"Data Protection Laws" means privacy, data protection, and data security laws that apply to Handled Calls' processing of Customer Personal Data under these Terms, including applicable U.S. state privacy laws and, where applicable, the GDPR, UK GDPR, and similar laws.

"Data Subject" means an identified or identifiable person whose Customer Personal Data is processed through the Service. This may include callers, customers, business contacts, account users, employees, contractors, and other people whose information is submitted to or generated through the Service.

"Subprocessor" means a third party engaged by Handled Calls to process Customer Personal Data on behalf of Customer.

"Security Incident" means a confirmed breach of security leading to accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Customer Personal Data in Handled Calls' control. Security Incident does not include unsuccessful attempts or activities that do not compromise Customer Personal Data, such as pings, port scans, blocked attacks, or failed login attempts.

A2. Roles Of The Parties

For Customer Personal Data, Customer is the controller, business, or equivalent party, and Handled Calls is the processor, service provider, contractor, or equivalent party, except where Handled Calls processes account, billing, security, support, compliance, legal, or operational data for its own business purposes as described in the Privacy Policy.

Customer determines the purposes and means of processing Customer Personal Data. Handled Calls processes Customer Personal Data only as described in these Terms, this DPA, the Privacy Policy, the dashboard, product settings, documented instructions, and applicable law.

A3. Processing Details

Subject matter: Handled Calls provides call answering, AI receptionist, voicemail, transcription, SMS, booking, payment-link, review, dashboard, support, observability, billing, and related business operations tools.

Duration: Handled Calls processes Customer Personal Data during the term of the Service and for the retention periods described in these Terms, the Privacy Policy, product settings, provider policies, and applicable law.

Nature and purpose: Handled Calls receives, transmits, hosts, stores, records, transcribes, analyzes, summarizes, displays, routes, deletes, redacts, de-identifies, secures, and otherwise processes Customer Personal Data to provide, secure, support, improve, monitor, and maintain the Service and to comply with law, carrier requirements, provider requirements, and customer instructions.

Categories of Data Subjects: Business owners, account admins, employees, contractors, callers, leads, customers, job contacts, payment recipients, review respondents, support contacts, and other people whose data is submitted to or generated through the Service.

Categories of Customer Personal Data: Names, phone numbers, email addresses, business details, role and account information, caller ID, call metadata, voicemail audio, call recordings, transcripts, SMS content, SMS consent records, opt-out records, job details, addresses, appointment details, review details, payment-link metadata, billing metadata, support records, audit logs, device and usage metadata, and related operational data.

Sensitive data: The Service is not designed to process protected health information, financial account credentials, government ID numbers, children's data, biometric identifiers, precise GPS data, or other highly sensitive or regulated data. Customer must not submit such data unless Handled Calls has agreed in a separate written agreement that specifically covers the use case.

A4. Customer Instructions

Customer instructs Handled Calls to process Customer Personal Data to provide, secure, support, improve, monitor, and maintain the Service; to use Subprocessors; to process data according to product settings and dashboard configuration; to comply with law, provider requirements, carrier requirements, and legal process; and to take the actions described in these Terms, this DPA, and the Privacy Policy.

Handled Calls will inform Customer if it believes an instruction violates applicable Data Protection Laws, unless prohibited by law or impractical under the circumstances.

A5. Customer Obligations

Customer is responsible for:

A6. Handled Calls Obligations

Handled Calls will:

A7. Service Provider And Contractor Terms

For purposes of U.S. state privacy laws, Handled Calls will not:

Customer may take reasonable and appropriate steps to ensure that Handled Calls uses Customer Personal Data consistently with Customer's obligations under applicable Data Protection Laws. Handled Calls will notify Customer if it can no longer meet its obligations under this DPA. Customer may, upon notice, take reasonable and appropriate steps to stop and remediate unauthorized use of Customer Personal Data.

A8. Subprocessors

Customer authorizes Handled Calls to use Subprocessors to provide the Service. Current or expected Subprocessors are described in these Terms and the Privacy Policy.

Handled Calls will impose written obligations on Subprocessors that are designed to protect Customer Personal Data at a level materially consistent with this DPA, taking into account the nature of the services provided by the Subprocessor.

Handled Calls may add, remove, or replace Subprocessors as the Service evolves. Where required by law, Handled Calls will provide notice of material Subprocessor changes through the website, dashboard, email, policy update, or another reasonable method. Customer may object to a new Subprocessor on reasonable data protection grounds by contacting hello@handledcalls.com. If the parties cannot resolve the objection, Customer may stop using the affected Service feature or terminate the affected Service as its sole remedy.

A9. Security Measures

Handled Calls maintains a security program designed for the size, nature, and risk of the Service. Security measures may include:

Security measures may evolve over time, provided they do not materially reduce the overall security of the Service.

A10. Security Incidents

Handled Calls will notify Customer without undue delay after confirming a Security Incident involving Customer Personal Data in Handled Calls' control. Notice may be provided by email, dashboard notice, support notice, or another reasonable method.

Where available and legally permitted, notice will include a summary of the nature of the Security Incident, affected data, likely consequences, mitigation steps, and recommended customer actions. Notification of a Security Incident is not an admission of fault or liability.

Customer is responsible for determining whether it must notify Data Subjects, regulators, business customers, carriers, platforms, or other parties.

A11. Data Subject Requests

Customer is primarily responsible for responding to Data Subject requests where Customer is the controller or business. If Handled Calls receives a request from a Data Subject relating to Customer Personal Data, Handled Calls may redirect the request to Customer, respond based on Customer's instructions, or handle the request directly where required by law or appropriate based on Handled Calls' role.

Handled Calls will provide reasonable assistance with access, deletion, correction, export, restriction, objection, opt-out, or similar requests where required by law and commercially practical.

A12. Return, Deletion, And Retention

Upon termination or expiration of the Service, Handled Calls will delete, redact, de-identify, archive, or return Customer Personal Data according to these Terms, the Privacy Policy, product capabilities, provider limitations, and applicable law.

Handled Calls may retain Customer Personal Data where required or permitted by law, provider policy, carrier policy, security obligations, audit requirements, tax or accounting obligations, dispute resolution, suppression obligations, backup retention, or legitimate business needs. Retained data remains subject to this DPA for as long as Handled Calls processes it as Customer Personal Data.

A13. Audits And Assurance

Upon reasonable written request, and no more than once per calendar year unless required by a Security Incident or applicable law, Handled Calls will provide reasonable information about its security and privacy practices relevant to the Service. This may include written responses, policy summaries, security overviews, or other available documentation.

Audits must be conducted in a manner that does not disrupt the Service, expose other customers' data, compromise security, or require disclosure of highly sensitive confidential information. On-site audits are not available unless required by law or separately agreed in writing.

A14. International Transfers

Handled Calls operates primarily in the United States. Customer Personal Data may be processed in the United States and other locations where Handled Calls or its Subprocessors operate.

If Data Protection Laws require a transfer mechanism for Customer Personal Data, the parties will use a legally recognized transfer mechanism as applicable, which may include standard contractual clauses, a data transfer agreement, or another lawful mechanism. If a transfer mechanism is needed and not already in place, Customer may contact hello@handledcalls.com to request appropriate documentation.

A15. Government And Law Enforcement Requests

Handled Calls may disclose Customer Personal Data when required by law, legal process, court order, subpoena, regulator request, carrier requirement, provider requirement, or to protect rights, safety, security, and the integrity of the Service. Where legally permitted and practical, Handled Calls will provide Customer notice of requests seeking Customer Personal Data.

A16. De-identified And Aggregated Data

Handled Calls may create and use de-identified or aggregated data for operations, analytics, reliability, security, benchmarking, and Service improvement. Handled Calls will not attempt to re-identify de-identified data except to test whether de-identification is effective or as permitted by law.

A17. Conflict

If there is a conflict between this DPA and the main body of the Terms, this DPA controls only for the processing of Customer Personal Data where Handled Calls acts as processor, service provider, contractor, or equivalent role. The main Terms control all other matters.