Privacy Policy

Introduction

At HelloCounsel ("we," "our," or "us"), we value your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, share, and safeguard your information when you engage with our services, products, and platforms, including but not limited to our website, AI-driven voice tools, and SaaS offerings (collectively, the "Services"). To the extent our Services involve the processing of protected health information ("PHI") as defined under the Health Insurance Portability and Accountability Act ("HIPAA"), such processing is governed by the applicable Business Associate Agreement ("BAA") or Master Services Agreement ("MSA") entered into between HelloCounsel and the relevant covered entity, and this Privacy Policy does not supersede the terms of any such BAA or MSA.

By using our Services, you acknowledge the data practices described in this Privacy Policy. Certain uses of your data (such as marketing communications or sharing with third parties) may require your explicit consent, which we will seek where required by applicable law, including the California Consumer Privacy Act (CCPA) and other applicable US state privacy laws. If you do not agree with the terms of this Privacy Policy, please discontinue using our Services.

Information We Collect

We collect both personal and non-personal information to provide and improve our Services.

1. Personal Information

   "Personal Information" refers to any data that can identify you as an individual. This may include:

   Contact Information: Your name, email address, mailing address, phone number.

   Account Information: Username, password, profile picture, and preferences.

   Financial Information: Payment details when you purchase our products or services. Payment card data is handled in accordance with PCI-DSS standards, and we do not store full payment card numbers on our systems.

   Business Information: Information about your company, including name, size, industry, and role.

   Voice and Call Data: Audio recordings, transcripts, and related data generated through our AI-driven voice services. Where applicable, this may include biometric voice identifiers, which are collected only with your prior informed consent and are used solely for voice authentication or identification purposes in connection with the Services. Biometric data is retained and destroyed in accordance with our data retention schedule described in the Retention section.

2. Non-Personal Information

   We also collect "Non-Personal Information," which cannot directly identify you. This may include:

   Usage Data: Information about how you interact with our Services, such as pages visited, time spent, and actions taken.

   Device Information: Information about your device, including browser type, operating system, and device identifiers.

Cookies and Tracking Technologies

We use cookies and similar tracking technologies (such as pixels and local storage) to operate the site, measure traffic, and attribute visitor activity to marketing campaigns. We categorize these as:

1. Necessary Cookies

   Required for the site to function correctly (e.g., session management, cookie consent preferences). These are always active and do not require consent.

2. Analytics Cookies

   Help us understand how visitors interact with the site (e.g., Google Analytics). For visitors outside the European Economic Area (EEA), United Kingdom, and Switzerland, analytics cookies are enabled by default. Visitors in the EEA, UK, and Switzerland must provide explicit consent before any analytics cookies are set.

3. Marketing Cookies

   Used to track UTM and campaign sources so we can attribute leads to advertising spend. Marketing cookies are set only with your consent, regardless of your location.

Cookie banner and consent management. When you first visit the site, a cookie banner lets you accept all cookies, reject non-essential cookies, or manage your preferences by category. Your choice is stored in a cookie (hc_cookie_consent) and re-applied automatically on return visits. You can change your preferences at any time by clicking "Cookie Preferences" in the site footer.

Global Privacy Control (GPC). We recognize the Global Privacy Control signal. If your browser sends a GPC signal, we treat it as a request to opt out of ad storage, ad user data, and ad personalization, and marketing cookies will not be set unless you explicitly opt in via the cookie banner.

Region-specific defaults. Visitors in the EEA, UK, and Switzerland have all non-essential cookies denied by default in accordance with the ePrivacy Directive and UK GDPR. Visitors in other regions have analytics enabled by default; marketing cookies still require consent. You may change these defaults at any time through the cookie banner.

How We Use Your Information

We use the information collected for various purposes, including:

1. To Provide and Improve Our Services

   To operate and maintain our Services.

   To process your transactions, such as subscriptions and purchases.

   To provide technical support and respond to your inquiries.

2. Marketing and Communications

   To send you promotional materials, updates, and newsletters, where you have consented to receive such communications or where permitted by applicable law, including the CAN-SPAM Act.

   To inform you of new features, products, or services that may be of interest to you.

3. Analytics and Research

   To analyze usage patterns and improve our Services.

   To conduct research and development related to our AI and SaaS Services. We will not use personal information, voice recordings, or client call data to train AI models without your explicit prior consent.

4. Compliance and Legal Obligations

   To comply with applicable laws, regulations, or legal proceedings.

   To enforce our terms of service and protect our users, partners, and the public.

How We Share Your Information

We may share your information with third parties in the following scenarios:

1. Service Providers

   We engage trusted third-party service providers to perform tasks such as hosting, payment processing, analytics, and customer support. These providers are bound by written data processing agreements and are obligated to use your data solely for the purpose of providing their services and in accordance with applicable law.

2. Business Transfers

   In the event of a merger, acquisition, or sale of assets, your information may be transferred to the new owner as part of the transaction. We will notify you via email or a prominent notice on our website prior to your information becoming subject to a different privacy policy, and you will have the opportunity to opt out if required by applicable law.

3. Legal Requirements

   We may disclose your information if required to do so by valid and lawful legal process, such as a court order, subpoena, or government request. Where permitted by law, we will endeavor to notify you before disclosing your information in response to such a request.

4. With Your Consent

   We may share your information with third parties if you provide explicit consent.

   Mobile information and SMS data. No mobile information (including phone numbers) collected through HelloCounsel's SMS programs will be shared with third parties or affiliates for marketing or promotional purposes. Mobile opt-in data, including phone numbers and consent records, is not sold, rented, or shared with any third parties under any circumstances. This restriction does not apply to service providers (such as our SMS infrastructure provider) that process mobile information solely to deliver the Services on our behalf, subject to written data processing obligations.

Data Security

We take reasonable measures to safeguard your personal information, including implementing industry-standard physical, electronic, and procedural safeguards such as encryption, access controls, and secure data storage to protect data from unauthorized access, alteration, or destruction. In the event of a data breach affecting your personal information, we will notify you and any applicable regulatory authorities as required by applicable US state and federal law.

However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your personal information, we cannot guarantee absolute security. In the event of a data breach affecting your personal information, we will notify you and applicable regulatory authorities as required by applicable law.

SMS Communications. HelloCounsel operates an SMS notification program for authorized users (typically law firm staff) to receive call activity updates and related operational notifications. The following terms apply:

Messages you may receive: Notifications about incoming calls handled by HelloCounsel on behalf of your firm, including caller details, message content, and routing information.

Frequency: Message frequency varies based on call volume. You may receive up to several messages per day during business hours.

Cost: Message and data rates may apply. HelloCounsel does not charge you for SMS messages, but standard carrier rates from your mobile provider apply.

Opt-in: SMS messages are sent only after you provide explicit consent through our consent form, SMS keyword opt-in, or other documented method.

Opt-out: You may opt out at any time by replying STOP to any message you receive. You will receive a confirmation message and no further SMS will be sent unless you opt in again.

Help: Reply HELP to any message for support information, or contact contact@hellocounsel.ai.

Data handling: Phone numbers and consent records are retained per the Retention of Your Information section. See the Mobile information and SMS data subsection under How We Share Your Information for restrictions on sharing mobile information.

Your Rights and Choices

1. Access and Correction

   You have the right to access, correct, or delete the personal information we hold about you. You may also request a copy of the data in a commonly used format. California residents and residents of other states with applicable privacy laws may have additional rights, including the right to opt out of the sale or sharing of personal information and the right to non-discrimination for exercising their privacy rights. To submit a request or learn more about your state-specific rights, please contact us using the information in the Contact Us section.

Opt-out of Marketing

You can opt out of receiving promotional emails by following the unsubscribe instructions in the email or contacting us directly. We will process your opt-out request within 10 business days, as required by the CAN-SPAM Act. To opt out of SMS notifications, reply STOP to any SMS message you receive from us. See the SMS Communications section for additional details.

Data Portability

Where feasible, you may request portability of your data to another platform. Please contact us using the information in the Contact Us section to submit a portability request.

International Data Transfers

We may transfer your personal information to locations other than your state of residence for processing. These transfers are made in compliance with applicable US data protection laws, and we ensure that your information is protected by appropriate safeguards.

Retention of your Information

We will retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy, to maintain our business relationship with you, or as required by applicable law (including tax, legal, or regulatory obligations). Specific retention periods vary by data type and are set forth in our internal data retention schedule, which accounts for legal requirements, business needs, and the sensitivity of the data. When personal information is no longer required, we will securely delete or anonymize it.

Children's Privacy

Our Services are not intended for individuals under the age of 18. We do not knowingly collect personal information from individuals under 18. If we become aware that we have inadvertently gathered personal information from an individual under 18, we will take prompt steps to delete it.

Third-party Links

Our Services may contain links to third-party websites or services. We are not responsible for the privacy practices or content of these third-party platforms. We encourage you to review their privacy policies before engaging with them.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable laws. We will notify you of any material changes by posting the revised policy on our website or via email, with such notice provided at least 15 days prior to the changes taking effect where practicable. Your continued use of our Services after the effective date of the revised policy constitutes your acceptance of the changes.

Contact Us

If you have any questions or concerns regarding this Privacy Policy or our data practices, please contact us at: hi@hellocounsel.ai

By using our Services, you acknowledge that you have read and understood this Privacy Policy.