Privacy Policy

1. Introduction

CallPro ("Company," "we," "us"), operated by Daniel Okunev in Buffalo, NY, is a 24/7 emergency dispatch service connecting callers with independent licensed contractors for plumbing, electrical, and HVAC emergencies in the Buffalo, NY metropolitan area.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you interact with our service by phone, SMS, or through our website at callpro.me.

2. Information We Collect

Caller Information

• Name
• Phone number (caller ID)
• Service address
• Description of the emergency or issue

Call Data

• Call recordings (full audio)
• AI-generated transcripts
• Call duration and timestamps
• AI classification data (urgency level, trade category, call type)

SMS Data

• Text messages sent to and received from our service numbers
• Opt-in and opt-out records

Website Data

• IP address
• Browser type and version
• Pages visited
• Device information

3. How We Use Your Information

We use the information we collect to:

• Qualify and classify your emergency through AI-powered call processing
• Dispatch an appropriate independent contractor to your location
• Match your request with contractors serving your area
• Monitor call quality and improve dispatch accuracy
• Send dispatch confirmations and service updates via SMS
• Analyze service patterns to improve response times
• Comply with legal obligations

4. Call Recording Disclosure

All calls to CallPro are recorded. Recordings are used for dispatch quality assurance, AI training, and service improvement. This is disclosed in the voice greeting at the beginning of every call.

By continuing your call after hearing the disclosure, you consent to the recording of the call in its entirety.

5. AI Processing Disclosure

Your call audio is processed by OpenAI's Realtime API for real-time speech recognition and response generation. The AI system collects your information, classifies the urgency and trade type of your request, and facilitates contractor dispatch.

Per OpenAI's API data usage policy, API inputs and outputs are NOT used to train OpenAI models.

CallPro discloses the use of AI at the beginning of every call.

6. Third-Party Services

We share data with the following third-party services to operate our dispatch service:

7. Cookies and Tracking

CallPro uses Cloudflare analytics for basic website performance monitoring. We do not use third-party advertising trackers, marketing cookies, or retargeting pixels. No cookie consent banner is required because we do not use marketing cookies.

8. SMS / Mobile Data

When you consent to receive SMS messages from CallPro (by requesting service, replying to a dispatch message, or opting in on our website):

• Message frequency varies based on your service request
• Message and data rates may apply — check with your wireless carrier
• Reply STOP to any message to opt out
• Reply HELP for assistance

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.

9. Data Retention

• Call recordings: 90 days, then deleted
• AI transcripts: 90 days, then deleted
• Lead records: Retained for service improvement and dispatch history
• Account data: Retained until deletion is requested
• Payment records: 7 years as required by law

10. Data Security

We implement appropriate technical and organizational measures to protect your information, including:

• Encryption of data in transit (TLS/SSL)
• Encryption of sensitive data at rest
• Encrypted secrets management (age-encrypted vault)
• Database write-ahead logging for data integrity
• Role-based access controls
• Regular security updates and monitoring

11. CCPA/CPRA Rights (California Residents)

If you are a California resident, you have the following rights under the California Consumer Privacy Act and California Privacy Rights Act:

• Right to Know: Request what personal information we have collected about you
• Right to Delete: Request deletion of your personal information
• Right to Correct: Request correction of inaccurate personal information
• Right to Opt-Out: Direct us not to sell or share your personal information
• Right to Limit: Limit the use of sensitive personal information
• Non-Discrimination: We will not discriminate against you for exercising these rights

To exercise any of these rights, email [email protected] or visit callpro.me/opt-out.

12. Data Portability

You may request an export of your personal data in a portable, commonly used format by emailing [email protected]. We will respond to verified requests within 45 days.

13. Opt-Out of Data Sale

To opt out of the sale or sharing of your personal information:

• Web: callpro.me/opt-out
• Email: [email protected] with subject "Do Not Sell My Personal Information"
• Verbal: Tell our AI assistant "I want to opt out" during your call

We honor the Global Privacy Control (GPC) signal. If your browser sends a GPC signal, we will treat it as a valid opt-out request.

14. NY SHIELD Act

We maintain reasonable safeguards to protect the security, confidentiality, and integrity of private information as required by the New York Stop Hacks and Improve Electronic Data Security (SHIELD) Act.

In the event of a data breach, we will notify affected individuals and the New York Attorney General without unreasonable delay, as required by NY General Business Law § 899-aa.

15. Breach Notification

Upon discovery of a suspected data breach, we will:

• Investigate within 72 hours of discovery
• Notify affected individuals without unreasonable delay
• Notify the New York Attorney General as required by law
• Provide details of the breach, the data involved, and steps taken to mitigate harm

16. International Users

CallPro provides service exclusively in the United States, specifically the Buffalo, NY metropolitan area. All data is processed and stored in the United States. We do not knowingly provide services to individuals outside the United States.

17. Children's Privacy

CallPro is not directed at children under the age of 13. We do not knowingly collect personal information from children under 13 in compliance with the Children's Online Privacy Protection Act (COPPA). If we discover that we have inadvertently collected information from a child under 13, we will delete it promptly.

18. Independent Contractor Relationship

Contractors dispatched through CallPro are independent businesses, not employees of CallPro. When we share your information with a contractor for dispatch purposes, that contractor becomes an independent data controller with respect to any information they collect directly from you during service delivery.

19. Changes to This Policy

We may update this Privacy Policy from time to time. We will provide at least 30 days' notice of material changes by posting the revised policy on our website with an updated effective date. Continued use of the service after the effective date constitutes acceptance of the revised policy.

20. Contact

For questions about this Privacy Policy or to exercise your data rights:

CallPro
Operated by Daniel Okunev
Buffalo, NY 14226
Email: [email protected]