Privacy Policy

1. When Does Our Privacy Notice Apply?
2. When Does Our Privacy Notice Not Apply?
3. What Information Do We Collect?
4. Do We Use Cookies and Other Tracking Technologies?
5. How Do We Use Your Information?
6. Will Your Information Be Shared With Anyone?
7. How Long Do We Keep Your Information?
8. How Do We Use Artificial Intelligence and Automated Processing?
9. How Do We Keep Your Information Safe?
10. Do We Collect Information From Minors?
11. What Are Your Privacy Rights?
12. Controls for Do-Not-Track Features
13. Do California Residents Have Specific Privacy Rights?
14. Do We Make Updates to This Notice?
15. How Can You Contact Us About This Notice?
16. How Can You Review, Update or Delete the Data We Collect From You?

This privacy notice applies to all information collected through our Services (which, as described above, includes our Website and App), as well as, any related services, sales, marketing or events.

This privacy notice does not apply to information collected by any other website operated either by us or by a third party unless the website is listed above or links to this privacy notice. It also does not apply to any website that we may provide a link to or that is accessible from our Website.

This privacy notice also does not apply to Protected Health Information ("PHI") and/or medical information that we process on behalf of the healthcare providers that use Margo. See Health Information below for more information.

In Short: We collect personal information that you provide to us.

We collect information relating to an identified or identifiable individual, or "personal information," that you voluntarily provide to us when you express an interest in obtaining information about us or our products and Services, when you participate in activities on the Services (such as posting messages in our online forums or entering competitions, contests, or giveaways), or otherwise when you contact us.

The personal information that we collect depends on the context of your interactions with us and the Services, the choices you make, and the products and features you use. However, personal information does not include any de-identified or aggregated information. The personal information we collect may include the following:

Personal Information Provided by You. We collect names; phone numbers; email addresses; job titles; usernames; passwords; contact preferences; contact or authentication data; voicemail; faxes; call history; call recordings; text messages; voicemail transcriptions; mailing addresses; billing addresses; AI-generated call transcripts; structured call summaries and data extracted from AI voice interactions; AI-generated quality and compliance scores associated with calls; and other similar information.

All personal information that you provide to us must be true, complete and accurate, and you must notify us of any changes to such personal information.

Information automatically collected

In Short: Some information, such as your Internet Protocol (IP) address and/or browser and device characteristics, is collected automatically when you visit our Services.

We automatically collect certain information when you visit, use or navigate the Services. This information does not reveal your specific identity (like your name or contact information) but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about how and when you use our Services and other technical information. This information is primarily needed to maintain the security and operation of our Services, and for our internal analytics and reporting purposes.

The information we collect includes:

• Log and Usage Data. Log and usage data is service-related, diagnostic, usage and performance information our servers automatically collect when you access or use our Services and which we record in log files. Depending on how you interact with us, this log data may include your IP address, device information, browser type and settings and information about your activity in the Services (such as the date/time stamps associated with your usage, pages and files viewed, searches and other actions you take such as which features you use), device event information (such as system activity, error reports (sometimes called 'crash dumps') and hardware settings).
• Device Data. We collect device data such as information about your computer, phone, tablet, or other device you use to access the Services. Depending on the device used, this device data may include information such as your IP address (or proxy server), device and application identification numbers, location, browser type, hardware model, Internet service provider and/or mobile carrier, operating system, and system configuration information.
• Location Data. We collect location data such as information about your device's location, which can be either precise or imprecise. How much information we collect depends on the type and settings of the device you use to access the Services. For example, we may use GPS and other technologies to collect geolocation data that tells us your current location (based on your IP address). You can opt out of allowing us to collect this information either by refusing access to the information or by disabling your Location setting on your device. Note, however, that if you choose to opt out, you may not be able to use certain aspects of the Services.
• Call Usage
• Text Usage

For more information about how we collect information automatically as you navigate through our Website, please see the "Do We Use Cookies and Other Tracking Technologies?" section below.

Information collected through our App

In Short: We collect information regarding your mobile device and push notifications when you use our App.

• Mobile Device Access. We may request access or permission to certain features from your mobile device, including your mobile device's Bluetooth, camera, microphone, contacts, sensors, storage, and other features. Mango may request access to device contacts with user permission. Contacts data may be used as a shortcut to pre-fill the dialpad and make phone calls. Contacts data is not sent to Mango servers or shared with third-party services. If you wish to change our access or permissions, you may do so in your device's settings.
• Mobile Device Data. We automatically collect device information (such as your mobile device ID, model and manufacturer), operating system, version information and system configuration information, device and application identification numbers, browser type and version, hardware model, Internet service provider and/or mobile carrier, and Internet Protocol (IP) address (or proxy server). If you are using our App, we may also collect information about the phone network associated with your mobile device, your mobile device's operating system or platform, the type of mobile device you use, your mobile device's unique device ID and information about the features of our App you accessed.
• Push Notifications. We may request to send you push notifications regarding your account or certain features of the App. If you wish to opt out of receiving these types of communications, you may turn them off in your device's settings.

This information is primarily needed to maintain the security and operation of our App, for troubleshooting and for our internal analytics and reporting purposes.

Information collected from other sources

In Short: We may collect limited data from public databases, marketing partners, and other outside sources.

In order to enhance our ability to provide relevant marketing, offers and services to you and update our records, we may obtain information about you from other sources, such as public databases, joint marketing partners, affiliate programs, data providers, and other third parties. This information includes mailing addresses, job titles, email addresses, phone numbers, intent data (or user behavior data), Internet Protocol (IP) addresses, social media profiles, social media URLs and custom profiles, for purposes of targeted advertising and event promotion.

Voice Agent and AI Processing

In Short: When you call a business that uses our Margo AI voice agent, your call is handled by an automated AI system.

During that call, we may collect:

• Your voice audio, which is processed in real time to enable the conversation.
• A transcript of the conversation, generated automatically after the call.
• Structured information you provide during the call (for example, your name, the reason for your call, or appointment details), as extracted by AI systems.
• Your caller ID (phone number), as extracted by AI systems.

After your call ends, we run automated analysis, including compliance and conversation-quality assessments. The results of this analysis are attached to your call record and made available to the business you called.

Health Information

When a healthcare provider (each, a "Provider") uses Margo to handle calls, some information collected or processed through our Margo AI voice agent may constitute medical information or PHI under the Health Insurance Portability and Accountability Act ("HIPAA"). In such cases, Mango Voice acts as the Provider's "business associate" under HIPAA. To the extent information we collect or process constitutes PHI, our collection, use, and disclosure of that information is governed by our business associate agreement with the Provider and the Provider's Notice of Privacy Practices, not this privacy notice. Your Provider, not Mango Voice, is responsible for providing you with a Notice of Privacy Practices describing the collection and use of your health information. We will not use or disclose information collected from your calls to a Provider or from your Provider for advertising or marketing except as otherwise permitted by HIPAA and other applicable law. We will not sell any PHI in violation of HIPAA.

When you call a business that uses our Margo AI voice agent, your Provider's Notice of Privacy Practices describing its collection and use of your health information will apply, not this privacy notice. We will only collect and use health information or PHI for the purposes of providing the Services or as otherwise permitted by law. We may combine your health information or PHI with personal information that we have either obtained from you or through a third party, such as your Provider. Health information or PHI will not be used for any other purpose without your consent or as otherwise permitted by law.

In Short: We may use cookies and other tracking technologies to collect and store your information.

We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information automatically as you navigate through our website. We use the following technologies to automatically collect data:

Cookies.We and our service providers may use cookies, web beacons, and other technologies to receive and store certain types of information whenever you interact with our Website or Services through your computer or mobile device. A "cookie" is a small file or piece of data sent from a website and stored on the hard drive of your computer or mobile device.

Some of the cookies we use are "session" cookies, meaning that they are automatically deleted from your hard drive after you close your browser at the end of your session. Session cookies are used to optimize performance of the Website and to limit the amount of redundant data that is downloaded during a single session.

We may also use "persistent" cookies, which remain on your computer or device unless deleted by you (or by your browser settings). We may use persistent cookies for various purposes, such as statistical analysis of performance to ensure the ongoing quality of our Website and/or the Services.

We and third parties may use session and persistent cookies for analytics and advertising purposes, as described herein.

On your computer, you may refuse to accept browser cookies by activating the appropriate setting on your browser, and you may have similar capabilities on your mobile device in the preferences for your operating system or browser. However, if you select this setting, you may be unable to access or use certain parts of our Website or the Services. Unless you have adjusted your browser or operating system setting so that it will refuse cookies, our system will issue cookies when you direct your browser to our Website.

If you do not disable these technologies, you explicitly consent to our use of your personal information and our recording of your activities on our Website in this way.

Other third-party tools.We use third-party analytics tools, including PostHog, a product analytics platform, which allow us to track the performance of, and how users interact with, our Website and Services. To learn more about PostHog's privacy practices, please see https://posthog.com/privacy.

These tools provide us with information about errors, app and website performance, feature usage, and other technical details we may use to improve our Website and/or the Services. We configure these tools to mask and minimize directly identifying information; however, certain data, such as your IP address and a unique identifier, is still collected and may be capable of identifying you. These providers process this information on our behalf and are contractually restricted from using it for their own purposes. We do not use these tools to process call content or PHI handled on behalf of Providers.

By using our Website and Services, you consent to our recording of your mouse movements, click pathways, and other actions you take or communications you may have with our Website (sometimes called session replay), and to our use of such tools.

In Short: We process your information for purposes based on legitimate business interests, the fulfillment of our contract with you, compliance with our legal obligations, and/or your consent.

We use personal information collected via our Services for a variety of business purposes described below. We process your personal information for these purposes in reliance on our legitimate business interests, in order to enter into or perform a contract with you, with your consent, and/or for compliance with our legal obligations. We indicate the specific processing grounds we rely on next to each purpose listed below. We use the information we collect or receive:

• To facilitate account creation and logon process. If you choose to link your account with us to a third-party account (such as your Google or Facebook account), we use the information you allowed us to collect from those third parties to facilitate account creation and logon process for the performance of the contract.
• To post testimonials. We post testimonials on our Services that may contain personal information. Prior to posting a testimonial, we will obtain your consent to use your name and the content of the testimonial. If you wish to update, or delete your testimonial, please contact us at support@mangovoice.com and be sure to include your name, testimonial location, and contact information.
• Request feedback. We may use your information to request feedback and to contact you about your use of our Services.
• To enable user-to-user communications. We may use your information in order to enable user-to-user communications with each user's consent.
• To manage user accounts. We may use your information for the purposes of managing our account and keeping it in working order.
• To send administrative information to you. We may use your personal information to send you product, service and new feature information and/or information about changes to our terms, conditions, and policies.
• To protect our Services. We may use your information as part of our efforts to keep our Services safe and secure (for example, for fraud monitoring and prevention).
• To enforce our terms, conditions and policies for business purposes, to comply with legal and regulatory requirements or in connection with our contract.
• To respond to legal requests and prevent harm. If we receive a subpoena or other legal request, we may need to inspect the data we hold to determine how to respond.
• Fulfill and manage your orders. We may use your information to fulfill and manage your orders, payments, returns, and exchanges made through the Services.
• Administer prize draws and competitions. We may use your information to administer prize draws and competitions when you elect to participate in our competitions.
• To deliver and facilitate delivery of services to the user. We may use your information to provide you with the requested service.
• To respond to user inquiries/offer support to users. We may use your information to respond to your inquiries and solve any potential issues you might have with the use of our Services.
• To send you marketing and promotional communications. We and/or our third-party marketing partners may use the personal information you send to us for our marketing purposes, if this is in accordance with your marketing preferences. For example, when expressing an interest in obtaining information about us or our Services, subscribing to marketing or otherwise contacting us, we will collect personal information from you. You can opt out of our marketing emails at any time (see the "What Are Your Privacy Rights?" section below).
• Deliver targeted advertising to you. We may use your information to develop and display personalized content and advertising (and work with third parties who do so) tailored to your interests and/or location and to measure its effectiveness.

In Short: We only share information with your consent, to comply with laws, to provide you with services, to protect your rights, or to fulfill business obligations.

We may process or share your data that we hold based on the following legal basis:

• Consent: We may process your data if you have given us specific consent to use your personal information for a specific purpose.
• Legitimate Interests: We may process your data when it is reasonably necessary to achieve our legitimate business interests.
• Performance of a Contract: Where we have entered into a contract with you, we may process your personal information to fulfill the terms of our contract.
• Legal Obligations: We may disclose your information where we are legally required to do so in order to comply with applicable law, governmental requests, a judicial proceeding, court order, or legal process, such as in response to a court order or a subpoena (including in response to public authorities to meet national security or law enforcement requirements).
• Vital Interests: We may disclose your information where we believe it is necessary to investigate, prevent, or take action regarding potential violations of our policies, suspected fraud, situations involving potential threats to the safety of any person and illegal activities, or as evidence in litigation in which we are involved.

More specifically, we may need to process your data or share your personal information in the following situations:

• Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
• De-identified information. We may also disclose de-identified information, so that it cannot be reasonably used to identify any individual, with third parties for marketing, advertising, research, or any other purpose permitted by law.
• Other Users. When you share personal information (for example, by posting comments, contributions or other content to the Services) or otherwise interact with public areas of the Services, such personal information may be viewed by all users and may be publicly made available outside the Services in perpetuity. Similarly, other users will be able to view descriptions of your activity, communicate with you within our Services, and view your profile.

AI and Cloud Service Providers

When you interact with our Margo AI voice agent, your call data (including voice audio and transcript) is processed by the following third-party services on your behalf:

• AWS Bedrock: the platform through which AI model processing occurs. Under our agreement with this provider, your call data is not used to train its models.

All of these services are governed by data processing agreements that restrict their use of your data to providing the contracted service. Your data is not sold to these providers or used by them for advertising or model training purposes.

In Short: We keep your information for as long as necessary to fulfill the purposes outlined in this privacy notice unless otherwise required by law.

We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy notice, unless a longer retention period is required or permitted by law (such as tax, accounting or other legal requirements). No purpose in this notice will require us keeping your personal information for longer than 2 years. This includes AI-generated call transcripts, conversation summaries, and analysis data produced by Margo, which are subject to the same 2-year maximum retention period.

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.

In Short: We use AI to power our Margo voice agent. Your call data may be processed by AI systems for conversation, transcription, and analysis. We do not use your identifiable personal information or call data to train our own AI models.

Margo AI Voice Agent

Mango Voice offers Margo, an AI-powered voice agent that businesses use to handle inbound phone calls. If you call a business that uses Margo, you are interacting with an automated AI system. Businesses using Margo are required to disclose AI interaction to callers.

What AI Systems Are Used

Margo uses AI models, all accessed through Amazon Web Services Bedrock. We do not use this data to train our own models, and our third-party providers are contractually prohibited from using it to train theirs.

Automated Post-Call Analysis

After each call handled by Margo, we automatically:

• Generate a written transcript of the conversation
• Extract structured information you provided (such as your name, reason for calling, or appointment details)
• Run an automated compliance assessment of the conversation
• Run an automated conversation-quality assessment

The results of this analysis are attached to your call record and shared with the business you called. These assessments are used for quality assurance and are not used to make legally significant decisions about you independently of human review.

No AI Model Training on Your Data

Mango Voice does not use your personal information, call data, transcripts, or voice audio to train, fine-tune, or improve our own AI models. The AI models we use are provided by third-party providers under agreements that contractually prohibit the use of your personal information or call data for model training.

Your Rights Regarding Automated Processing

You have the right to:

• Know that you are interacting with an AI when you call a Margo-enabled business
• Request a human transfer at any time during your call
• Request access to, correction of, or deletion of your call data and AI-generated analysis by contacting us at support@mangovoice.com
• Object to automated processing of your personal information where permitted by applicable law

In Short: We aim to protect your personal information through a system of organizational and technical security measures.

We have implemented appropriate technical and organizational security measures designed to protect the security of any personal information we process. However, despite our safeguards and efforts to secure your information, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorized third parties will not be able to defeat our security, and improperly collect, access, steal, or modify your information. Although we will do our best to protect your personal information, transmission of personal information to and from our Services is at your own risk. You should only access the Services within a secure environment.

In Short: We do not knowingly collect data from or market to children under 18 years of age.

We do not knowingly solicit data from or market to children under 18 years of age. By using the Services, you represent that you are at least 18 or that you are the parent or guardian of such a minor and consent to such minor dependent's use of the Services. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we may have collected from children under age 18, please contact us at support@mangovoice.com.

In Short: You may review, change, or terminate your account at any time.

If you are a resident in the European Economic Area or the United Kingdom and you believe we are unlawfully processing your personal information, you also have the right to complain to your local data protection supervisory authority. You can find their contact details here: http://ec.europa.eu/justice/data-protection/bodies/authorities/index_en.htm.

If you are a resident in Switzerland, the contact details for the data protection authorities are available here: https://www.edoeb.admin.ch/edoeb/en/home.html. Where we process personal data subject to the UK GDPR or EU GDPR (including call data processed through our secondary UK infrastructure), our lawful basis for that processing is our legitimate interests in providing the contracted telephony and AI voice agent services, or the performance of a contract with the business customer that engaged our services.

Cookies and similar technologies: Most Web browsers are set to accept cookies by default. If you prefer, you can usually choose to set your browser to remove cookies and to reject cookies. If you choose to remove cookies or reject cookies, this could affect certain features or services of our Services. To opt-out of interest-based advertising by advertisers on our Services visit http://www.aboutads.info/choices/.

Most web browsers and some mobile operating systems and mobile applications include a Do-Not-Track ("DNT") feature or setting you can activate to signal your privacy preference not to have data about your online browsing activities monitored and collected. At this stage, no uniform technology standard for recognizing and implementing DNT signals has been finalized. As such, we do not currently respond to DNT browser signals or any other mechanism that automatically communicates your choice not to be tracked online. If a standard for online tracking is adopted that we must follow in the future, we will inform you about that practice in a revised version of this privacy notice.

In Short: Yes, if you are a resident of California, you are granted specific rights regarding access to your personal information.

California Civil Code Section 1798.83, also known as the "Shine The Light" law, permits our users who are California residents to request and obtain from us, once a year and free of charge, information about categories of personal information (if any) we disclosed to third parties for direct marketing purposes and the names and addresses of all third parties with which we shared personal information in the immediately preceding calendar year. If you are a California resident and would like to make such a request, please submit your request in writing to us using the contact information provided below.

If you are under 18 years of age, reside in California, and have a registered account with a Service, you have the right to request removal of unwanted data that you publicly post on the Services. To request removal of such data, please contact us using the contact information provided below, and include the email address associated with your account and a statement that you reside in California. We will make sure the data is not publicly displayed on the Services, but please be aware that the data may not be completely or comprehensively removed from all our systems (e.g. backups, etc.).

CCPA Privacy Notice

The California Code of Regulations defines a "resident" as:

1. every individual who is in the State of California for other than a temporary or transitory purpose and
2. every individual who is domiciled in the State of California who is outside the State of California for a temporary or transitory purpose

All other individuals are defined as "non-residents."

If this definition of "resident" applies to you, we must adhere to certain rights and obligations regarding your personal information.

What categories of personal information do we collect?

We have collected the following categories of personal information from California residents in the past twelve (12) months:

We may also collect other personal information outside of these categories instances where you interact with us in-person, online, or by phone or mail in the context of:

• Receiving help through our customer support channels;
• Participation in customer surveys or contests; and
• Facilitation in the delivery of our Services and to respond to your inquiries.

How do we use and share your personal information?

More information about our data collection and sharing practices can be found in this privacy notice.

You may contact us by email at support@mangovoice.com, or by referring to the contact details at the bottom of this document.

If you are using an authorized agent to exercise your right to opt-out we may deny a request if the authorized agent does not submit proof that they have been validly authorized to act on your behalf.

Will your information be shared with anyone else?

We may disclose your personal information with our service providers pursuant to a written contract between us and each service provider. Each service provider is a for-profit entity that processes the information on our behalf.

We may use your personal information for our own business purposes, such as for undertaking internal research for technological development and demonstration. This is not considered to be "selling" of your personal data.

Mango Voice LLC has not disclosed or sold any personal information to third parties for a business or commercial purpose in the preceding 12 months. Mango Voice LLC will not sell personal information in the future belonging to website visitors, users and other consumers.

Your rights with respect to your personal data

Right to request deletion of the data – Request to delete

You can ask for the deletion of your personal information. If you ask us to delete your personal information, we will respect your request and delete your personal information, subject to certain exceptions provided by law, such as (but not limited to) the exercise by another consumer of his or her right to free speech, our compliance requirements resulting from a legal obligation or any processing that may be required to protect against illegal activities.

Right to be informed – Request to know

Depending on the circumstances, you have a right to know:

• whether we collect and use your personal information;
• the categories of personal information that we collect;
• the purposes for which the collected personal information is used;
• whether we sell your personal information to third parties;
• the categories of personal information that we sold or disclosed for a business purpose;
• the categories of third parties to whom the personal information was sold or disclosed for a business purpose; and
• the business or commercial purpose for collecting or selling personal information.

In accordance with applicable law, we are not obligated to provide or delete consumer information that is de-identified in response to a consumer request or to re-identify individual data to verify a consumer request.

Right to Non-Discrimination for the Exercise of a Consumer's Privacy Rights

We will not discriminate against you if you exercise your privacy rights.

Verification process

Upon receiving your request, we will need to verify your identity to determine you are the same person about whom we have the information in our system. These verification efforts require us to ask you to provide information so that we can match it with information you have previously provided us. For instance, depending on the type of request you submit, we may ask you to provide certain information so that we can match the information you provide with the information we already have on file, or we may contact you through a communication method (e.g. phone or email) that you have previously provided to us. We may also use other verification methods as the circumstances dictate.

We will only use personal information provided in your request to verify your identity or authority to make the request. To the extent possible, we will avoid requesting additional information from you for the purposes of verification. If, however, if we cannot verify your identity from the information already maintained by us, we may request that you provide additional information for the purposes of verifying your identity, and for security or fraud-prevention purposes. We will delete such additionally provided information as soon as we finish verifying you.

Other privacy rights

• you may object to the processing of your personal data
• you may request correction of your personal data if it is incorrect or no longer relevant, or ask to restrict the processing of the data
• you can designate an authorized agent to make a request under the CCPA on your behalf. We may deny a request from an authorized agent that does not submit proof that they have been validly authorized to act on your behalf in accordance with the CCPA.
• you may request to opt-out from future selling of your personal information to third parties. Upon receiving a request to opt-out, we will act upon the request as soon as feasibly possible, but no later than 15 days from the date of the request submission.

To exercise these rights, you can contact us by email at support@mangovoice.com, or by referring to the contact details at the bottom of this document. If you have a complaint about how we handle your data, we would like to hear from you.

In Short: Yes, we will update this notice as necessary to stay compliant with relevant laws.

We may update this privacy notice from time to time. The updated version will be indicated by an updated "Revised" date and the updated version will be effective as soon as it is accessible. If we make material changes to this privacy notice, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this privacy notice frequently to be informed of how we are protecting your information.

If you have questions or comments about this notice, you may email us at support@mangovoice.com or reach us by post at:

Based on the applicable laws of your country, you may have the right to request access to the personal information we collect from you, change that information, or delete it in some circumstances. To request to review, update, or delete your personal information, please email us at support@mangovoice.com. We will respond to your request within 30 days.