Privacy policy
Last updated: August 24, 2026We collect what we need to run your account and deliver your calls, texts and messages. We don't sell personal information, and mobile numbers and texting consent are never shared with third parties for marketing. Your customers' data is yours: we process it on your behalf and you can export or delete it. Email us any time with a question or request.
1. Who we are
SureRelay ("SureRelay", "we", "us") provides a business communications and customer-management platform to small businesses. This policy explains what personal information we collect, how we use it, and the choices you have. It applies to our website, surerelay.com, our web and mobile applications, and the services we provide to subscribing businesses.
Legal entity: [SureRelay legal entity name], [registered address]. Contact: [email protected].
2. Two kinds of people this policy covers
Customers are the businesses (and their team members) who subscribe to SureRelay. Contacts are the people those businesses communicate with through SureRelay — their callers, patients, clients and leads. We are the controller of Customer information. For Contact information, our Customer is the controller and we process it on their behalf under our Terms; if you are a Contact with a question about how a business handles your information, please contact that business directly.
3. Information we collect
From Customers
- Account information: name, business name, email, phone number, billing address, and payment details (card details are held by our payment processor, not by us).
- Business setup information: services, prices, hours, service area, logos, photos, website content and anything else you give us to build and run your account.
- Usage information: how you use the platform, features enabled, log data, device and browser information, IP address, and approximate location derived from it.
- Communications with us: emails, support requests, and recordings or notes from discovery and onboarding calls (we tell you when a call is recorded).
From Contacts (processed on behalf of Customers)
- Names, phone numbers, email addresses, addresses and other details the Contact provides or the Customer records.
- The content of calls, voicemails, texts, emails, chat and social-media messages exchanged with the Customer through the platform, including transcripts and AI-generated summaries.
- Appointments, invoices, payments, form and survey responses, and notes.
From website visitors
- Pages viewed, referring site, device and browser information, and cookie identifiers as described in section 8.
4. How we use information
- To provide, operate, maintain and support the service, including building and configuring Customer accounts.
- To deliver calls, texts, emails and messages on the Customer's behalf, and to provide AI features that answer, summarize and route those communications.
- To bill for subscriptions and usage, and to detect and prevent fraud and abuse.
- To communicate with Customers about their account, service changes, security and support.
- To improve the service, including analyzing usage patterns in aggregate.
- To comply with law, carrier and platform requirements, and to enforce our Terms.
We do not sell personal information. We do not use Contact information for our own marketing.
5. AI features
Some features use artificial intelligence to answer calls and messages, transcribe and summarize conversations, draft replies and captions, and decide routing. Content processed by these features may be sent to third-party AI and telephony providers under contracts that restrict them from using it to train their models or for any purpose other than providing the service to us. Customers are responsible for informing their Contacts, where required by law, that communications may be handled by automated systems or recorded.
6. Text messaging (SMS) and phone consent
Customers use SureRelay to send text messages to their Contacts. Customers must only message Contacts who have given the consent required by applicable law (including the TCPA and CTIA guidelines in the United States), and must honor opt-out requests. The platform automatically processes standard opt-out keywords such as STOP.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing to subcontractors in support services, such as customer service, is permitted. All other use-case categories exclude text-messaging originator opt-in data and consent; this information will not be shared with any third parties.
If you communicate with SureRelay itself by text (for example after submitting a form on our website), message frequency varies, message and data rates may apply, reply STOP to opt out and HELP for help.
7. Who we share information with
- Service providers who help us run the platform: cloud hosting, telephony and messaging carriers, email delivery, payment processing, AI providers, analytics and support tools. They may only use information to provide services to us.
- Social and search platforms you connect to your account (for example Facebook, Instagram, Google), to the extent needed to send and receive messages, posts and reviews through them.
- Your team: users you add to your account see the information their permissions allow.
- Legal and safety: when required by law, legal process, or to protect the rights, safety and property of SureRelay, our Customers or others.
- Business transfers: if SureRelay is involved in a merger, acquisition or sale of assets, information may be transferred, subject to this policy.
8. Cookies and analytics
Our website uses cookies and similar technologies for essential functions (such as keeping you logged in), to measure how the site is used, and — if enabled — for advertising measurement. You can control cookies through your browser settings; disabling essential cookies may affect the site. We honor Global Privacy Control signals where required by law.
9. Retention
We keep Customer account information for as long as the account is active and for a reasonable period afterward for billing, legal and dispute purposes. Contact information is retained for as long as the Customer keeps it in their account; when a Customer closes their account, we delete or anonymize its data within [90] days, except where we must keep it for legal reasons. Call recordings and transcripts follow the same rule. Backups are purged on a rolling schedule.
10. Security
We protect information with encryption in transit and at rest, access controls and logging, per-user permissions, and regular review of our providers' security practices. No system is perfectly secure; if we learn of a breach affecting your information, we will notify you as required by law.
11. Your rights and choices
- Access, correction, export and deletion: Customers can manage most information directly in their account or export it at any time, and can email us to exercise any right. Contacts should direct requests to the business they dealt with; we will assist that business as needed.
- Marketing from SureRelay: unsubscribe links are in every marketing email; account and service emails continue while you have an account.
- Regional rights: depending on where you live (for example California, other US states with privacy laws, the EU/UK or Canada) you may have additional rights, including to know what we collect, to opt out of certain sharing, and not to be discriminated against for exercising your rights. Email [email protected] and we will respond within the time the law requires. We may need to verify your identity first.
12. International transfers
We are based in the United States and our providers may process information there and in other countries. Where the law requires, we use approved safeguards such as standard contractual clauses for transfers from the EU/UK.
13. Children
Our services are for businesses and are not directed to children under 13, and we do not knowingly collect their information. Customers who serve minors (for example youth sports programs) are responsible for collecting information from a parent or guardian as the law requires.
14. Changes
We may update this policy. The date at the top shows the latest version. If a change materially affects how we use your information, we will tell Customers by email before it takes effect.
15. Contact
Email [email protected] or write to [registered address].
Questions about this policy: [email protected]