This Privacy Policy explains how ("NorthDesk," "we," "us") collects, uses and protects personal information when you visit our website, contact us, become a client, or call or message a business that uses NorthDesk.

1. Information we collect

From website visitors

• Information you give us: your name, business name, email, phone number, what you're interested in, and your contact consent choices.
• Technical information: IP address, browser type, pages viewed and similar details recorded in the server logs of our website host.
• On-screen voice demo: if you try our voice demo, we receive your email address, the conversation recording and the transcript. We use them to run and improve the demo and to enforce demo limits, and we keep them for .

From clients

• Contact, account and billing details. Card payments are handled by our payment processor, and we don't store full card numbers.
• Business information we use to build your agent, such as services, prices, hours, policies, calendars, scripts and connected tools.

From people who contact our clients

When you call a business that uses NorthDesk, we process your phone number, caller ID name, call audio, recordings, transcripts, appointment details and anything else you choose to share. We do this on behalf of that business.

2. How we use information

• To answer calls, book appointments and send call summaries and reports to our clients.
• To build, run, support and improve our services.
• To respond to requests and questions.
• To bill clients and keep accounts secure.
• To meet legal obligations and protect our rights and the rights of others.
• To reply to you by email about your request and, if you agree, by phone call.

3. When we act for our clients

For information about people who contact our clients, we act as a service provider (also called a processor) for that business. The business decides how your information is used, and its own privacy notice applies. We use this information only to provide our services to that business, under a written contract, and we never sell it or use it for our own marketing. If you contact us about this information, we'll forward your request to the business and help them respond.

4. AI and automated processing

Our agents use speech recognition, AI language models and text-to-speech from third-party providers. Our agents are honest about being AI: depending on what each business chooses, they introduce themselves as an AI or say so whenever a caller asks, and they never claim to be a person. We set up our AI providers so that client and caller data is not used to train their general-purpose models. Our agents don't make decisions that have legal or similarly significant effects on you. Those decisions are passed to a person at the business.

5. Calls and recordings

Calls handled by NorthDesk may be recorded and transcribed. A recording notice plays before recording starts. Recordings and transcripts are kept for and then deleted, unless the law requires us to keep them longer. You can ask for a recording to be deleted sooner.

NorthDesk agents answer incoming calls only. We don't send text messages or make outbound calls to the people who call our clients.

6. How we share information

• Service providers that host our systems, carry calls, provide AI and speech services, send email or process payments. They may use the information only to provide services to us.
• The business you contacted, for calls handled on its behalf.
• Legal and safety reasons, when the law requires it or to protect people's rights and safety.
• Business transfers, if NorthDesk is merged or sold, with notice to you.

We do not sell personal information or share it for cross-context behavioral advertising.

7. Cookies and third-party content

Our website doesn't use advertising or analytics cookies. Pages load fonts from Google Fonts and code from Cloudflare's cdnjs, which receive your IP address and browser details to deliver those files. If we add analytics later, we'll update this policy and ask for consent where the law requires. We honor Global Privacy Control signals.

8. How long we keep information

• Website requests: up to 24 months after our last contact with you.
• Client account and billing records: for the length of the relationship, then as long as tax and accounting laws require.
• Call recordings and transcripts: .
• Website server logs: up to 12 months.

9. How we protect information

We use encryption in transit, limit access to the people who need it, require multi-factor sign-in for administrative accounts and review the security of the providers we use. No system is perfectly secure. If a breach affects your information, we'll notify you and the authorities as the law requires.

10. Your privacy rights

Depending on where you live, including California, Colorado, Connecticut, Virginia, Texas, Oregon and other states with privacy laws, you may have the right to:

• know what personal information we have about you and get a copy
• correct inaccurate information
• delete your information
• opt out of the sale or sharing of personal information, targeted advertising and profiling
• limit the use of sensitive personal information
• appeal if we deny your request

To make a request, email or call . We'll verify your identity before acting and respond within the time the law requires, usually 45 days. You can use an authorized agent. We won't treat you differently for using your rights. See also Your Privacy Choices.

11. Children

Our services are for businesses and aren't directed to children under 16. We don't knowingly collect their personal information.

12. Changes to this policy

We'll post any changes here and update the date at the top. For significant changes, we'll notify clients by email.

13. Contact us

Email:
Phone:

NorthDesk does not sell your personal information and does not share it for cross-context behavioral advertising. We haven't done so in the past 12 months.

Make a request

You can still record an opt-out, or make any other privacy request such as access, correction or deletion. Email with "Privacy request" in the subject line, or call . Tell us your name, how you've interacted with NorthDesk, and what you'd like us to do.

Global Privacy Control

If your browser sends a Global Privacy Control signal, we treat it as a valid request to opt out of sale and sharing for that browser.

Calls to businesses that use NorthDesk

If your request is about a call with one of our clients, that business controls your information. We'll pass your request to them and help them respond.

More detail is in our Privacy Policy.

These Terms of Service are an agreement between ("NorthDesk," "we," "us") and the business that signs up for our services ("you" or "Client"). By signing an order form, starting a plan or using our services, you agree to these terms. If you accept for a business, you confirm you have authority to bind it. Our services are for business use only.

1. Our services

We build, train and run AI receptionists ("Agents") that answer incoming calls for your business, along with a client dashboard, setup, connections to your tools and support, as described in your plan or order form. Agents don't make outbound calls or send text messages.

2. Plans, fees and automatic renewal

Fees, including one-time setup fees, are shown on our pricing page or your order form. Your subscription renews automatically each month until you cancel. You may instead prepay 3 or 6 months at once. Prepaying 3 months takes 50% off your setup fee, and prepaying 6 months waives it. After a prepaid period ends, your plan continues month to month unless you prepay again or cancel. We charge your payment method on file at the start of each billing period. We'll give you at least 30 days' notice before a price change, and we'll remind you before a prepaid period ends. Taxes are extra where they apply. If a payment fails, we'll tell you and may pause service if it isn't fixed within 14 days.

3. Usage limits

Plans include a set number of call minutes each month. Unused minutes don't roll over. Extra usage is billed at . We'll alert you as you approach your limit.

4. Cancellation and refunds

Plans are month to month, with no long-term contract. You can cancel at any time by emailing . Cancellation takes effect at the end of your current billing period, or at the end of your prepaid period if you prepaid, and your service continues until then. Monthly fees aren't refunded for partial months, prepaid months aren't refunded, and setup fees aren't refunded once we've started building your Agent. You can still change your minute level each month during a prepaid period, and any price difference is applied to your next bill. Refunds required by law are always honored.

5. Pays-for-itself promise

If the bookings your Agent records in your first 60 days of paid service are worth less than the fees you paid for that period, we'll waive your next month's fee. Bookings are valued at the average customer value you give us at setup, or at actual invoice amounts if you share them. To qualify, your Agent must be live with the settings we recommend and your calls must be forwarded to it for the full period. You must ask within 30 days after the 60-day period ends. The promise applies once per client, has no cash value and doesn't apply to the Custom plan.

6. Setup and your responsibilities

• Give us accurate information about your services, prices, hours and policies, and tell us when it changes.
• Review and approve your Agent's scripts before go-live and after any change.
• Keep login details for connected tools current and secure.
• Read your call summaries and tell us about errors so we can fix them.

7. Legal compliance

We set up every Agent to be honest about being AI (it introduces itself as an AI, or says so whenever a caller asks, as you choose), give a recording notice before recording and stay within its approved script. You're responsible for:

• choosing the AI disclosure setting that fits the laws where you and your callers are
• following the rules of your industry and licenses
• telling your customers in your own privacy notice that you use service providers like us
• signing a Business Associate Agreement with us before sharing any protected health information

8. Acceptable use

You may not use our services to:

• do anything illegal, harassing or deceptive
• have an Agent pretend to be a human or a specific real person
• have an Agent collect payment card numbers
• replace emergency services or give medical, legal or financial advice
• discriminate unlawfully, or copy, resell or reverse engineer our services

9. Limits of AI

Agents use AI and can make mistakes. They may mishear a caller, misunderstand a request or give an incomplete answer. They don't replace emergency services, licensed professionals or human judgment on high-stakes matters. Outages at phone carriers, internet providers or AI providers can interrupt service. We'll work to restore service quickly, but we can't guarantee every call will be answered.

10. Third-party tools

Connections to tools like your calendar or CRM are also governed by those tools' own terms. We're not responsible for their availability or changes they make.

11. Data and privacy

Our Privacy Policy and Data Processing Addendum are part of these terms. You own your data and your customers' data, and you allow us to process it only to provide our services. We may use de-identified, combined usage data to run and improve our services.

12. Intellectual property

We own our platform, templates, methods and software. You own your business content. While you're a client, you may use the scripts and configurations we build for you with our services.

13. Confidentiality

Each of us will keep the other's non-public business information confidential and use it only for this agreement.

14. Disclaimers

To the extent the law allows, our services are provided "as is." We don't promise specific business results. The savings calculator and estimates on our website are illustrations, not guarantees.

15. Limitation of liability

To the extent the law allows, neither of us is liable for indirect, incidental or consequential damages, such as lost profits. Our total liability under these terms is limited to the fees you paid us in the 12 months before the claim.

16. Indemnity

You'll defend and cover us against claims that arise from your content, your instructions or your breaking the law.

17. Suspension and termination

We may suspend service for non-payment, unlawful use or a security risk, and we'll tell you why. When service ends, you have 30 days to request an export of your data, after which we delete it as described in our Data Processing Addendum.

18. Governing law and disputes

These terms are governed by the laws of . Before going to court, we'll both try to resolve any dispute informally for 30 days.

19. Changes

We'll give you at least 30 days' notice of material changes to these terms.

20. Contact

Email:

This policy explains how NorthDesk agents behave when they talk to the public on behalf of our clients.

Our agents are honest about being AI

An agent can introduce itself as an AI, or only say so if a caller asks. Each business chooses which. An introduction sounds like: "This is Ava, the office's AI assistant." Either way, if anyone asks whether they're speaking with a person, the agent answers honestly.

Recording notice comes first

Before any recording starts, callers hear a notice that the call is recorded. We use the same notice on every call, so it meets the rules of states that require every person on a call to agree to recording.

You can always reach a person

Ask for a person at any time and the agent will transfer you or take a detailed message. Urgent calls go straight to the business. If you describe a medical emergency, the agent tells you to hang up and dial 911.

What our agents won't do

• pretend to be human
• give medical, legal or financial advice
• take payment card numbers
• make up answers they don't have
• pressure anyone into a purchase

No outbound calls or texts

Agents only answer incoming calls. They don't call people or send text messages.

Accuracy and oversight

Agents answer only from information the business has approved. People on our team review samples of calls each month and correct mistakes.

Recordings and your data

Recordings and transcripts are kept for , then deleted. To ask about or delete a recording, contact the business you called or email .

Laws we design around

• State call recording laws, including all-party consent states such as California, Pennsylvania and Nevada.
• State AI disclosure laws, including California's bot disclosure law, Utah's Artificial Intelligence Policy Act and Colorado's chatbot law, whose duties begin January 1, 2027.
• HIPAA, for healthcare clients.

Laws change, and we review this policy regularly. This page describes our practices and isn't legal advice.

Questions or concerns

Email or call .

This page summarizes our Data Processing Addendum ("DPA"), which is part of every client agreement. To get the full DPA, or a Business Associate Agreement for healthcare clients, email .

Roles

You control your customers' personal information. NorthDesk processes it only on your behalf and only on your documented instructions.

Our commitments

• Confidentiality: everyone with access to your data is bound by confidentiality duties.
• Security: encryption in transit and at rest, access limited to the people who need it, and multi-factor sign-in.
• Subprocessors: we use vendors for cloud hosting, phone service, speech recognition, text-to-speech, AI language models, email and payments. Our current list is available on request, and we give 30 days' notice before adding a new subprocessor.
• Breach notice: we notify you within hours of confirming a breach that affects your data.
• Help with requests: we help you respond to your customers' requests to access, correct or delete their data.
• Deletion: when service ends, we return or delete your data within 30 days, unless the law requires us to keep it.
• Audits: we answer reasonable security questions and share information needed to show compliance.

HIPAA and healthcare clients

• We sign a Business Associate Agreement before we handle any protected health information.
• We send health information only to vendors that have signed a Business Associate Agreement with us.
• We use only the minimum health information needed and never use it for marketing.
• Please don't share patient information with us until the agreement is signed.

NorthDesk wants everyone to be able to use our website and talk to the agents we build. We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.2 at Level AA.

What we've done

• Every page works with a keyboard and shows a visible focus outline.
• A "Skip to content" link lets you jump past the menu.
• Animations slow down or stop when your device's reduce-motion setting is on.
• We design text and buttons to meet WCAG contrast guidelines in light and dark mode.
• Demo calls are shown as written transcripts, with a pause button and no sound.
• Pages adjust to phones, tablets and zoomed-in text.

Known limitations

• The moving background graphics are decorative and don't carry information.
• Demo transcripts play automatically when they scroll into view. They stop when your device's reduce-motion setting is on.

Our phone agents

Calls placed through relay services are answered like any other call. Callers can ask the agent to take a message or transfer them to a person at any time.

Tell us about a problem

If something on our website is hard to use, email or call . We'll reply within 5 business days and can share any content in another format.