Privacy Policy

1. Who this covers

This policy explains how Valence Virtual Services ("Valence", "we", "us"), handles personal information. It covers three groups of people, and different parts apply to each:

• Visitors to this website.
• Customers — businesses that buy a Valence receptionist.
• Callers — people who ring a phone line that a Valence receptionist answers on a customer's behalf.

2. The two roles we play

This distinction matters, so we want to be plain about it rather than bury it.

For our own website and our customers, we are the controller.

We decide what we collect and why. If you email us an enquiry or become a customer, this policy governs that information and you can exercise your rights directly with us.

For calls to a customer's line, we are a processor acting for that customer.

The business whose phone we answer decides what happens to those call records. We hold and process them under our agreement with that business. If you called a business and want your information deleted, see section 10 — we will usually need to route your request through the business you called.

3. What we collect

When you visit this website

This site is a static page. We do not set advertising cookies and we do not track you across other sites. Our hosting provider records standard server logs (IP address, browser type, pages requested, timestamps) for security and to keep the site running.

[If you add analytics, name the tool here and say whether it uses cookies. If you add a contact form, say what fields it collects and where they are sent.]

When you contact us or become a customer

• Your name, business name, email address and phone number.
• Information about your business needed to build your receptionist: hours, services, pricing, service area, frequently asked questions, and how you want calls handled.
• Billing details. Invoices are issued through our billing provider, which handles any card or bank details directly. Those details are never entered on our website and we do not store full card numbers.
• Correspondence between us.

When someone calls a line we answer

• The caller's phone number and the time and length of the call.
• An audio recording of the call and a written transcript.
• Anything the caller provides during the call — typically their name, contact details, address, and the reason for calling.
• The outcome: appointment booked, message taken, call transferred, or screened.

4. Call recordings and transcripts

Valence receptionists record and transcribe calls. Recordings are how we build the call summaries our customers rely on, how we resolve disputes about what was said, and how we improve a receptionist's accuracy over time.

Our public demo line, (318) 590-8271, is the exception. Recording and transcription are switched off on that number. We keep a count of how many calls it receives and nothing else — no audio, no transcript, no caller details. If you are calling only to hear what a receptionist sounds like, nothing you say is stored.

We do not sell recordings or transcripts. We do not use the contents of customer calls to train general-purpose AI models offered to anyone else. [Confirm this is true of every vendor in your stack before you publish it — some voice and language model providers train on submitted data unless you opt out or are on a specific plan.]

5. How we use information

• To provide the service: answering calls, booking appointments, taking messages, transferring calls, and sending call summaries to our customer.
• To build, test and tune a customer's receptionist.
• To bill customers and keep accounting records.
• To respond to enquiries and provide support.
• To detect and block spam, fraud and abuse of the service.
• To meet our legal obligations.

We do not sell personal information, and we do not share it with third parties for their own advertising.

6. Who we share it with

We rely on a small number of service providers to run Valence. They may process personal information on our behalf, under contract, and only for the purposes we specify:

• [Telephony provider] — carries and records calls.
• [Voice and language model provider] — powers the receptionist's speech and understanding.
• [Calendar and booking integrations] — where a customer connects one.
• Netlify — serves this website.
• [Payment processor] — handles billing.

[Replace the bracketed entries with the actual vendors you use. Naming them is what makes this section meaningful, and some privacy laws require it.]

We may also disclose information where we are legally required to, or to protect our rights, safety or property. If Valence is ever sold or merged, information may transfer as part of that transaction; we will give notice before it becomes subject to a different policy.

7. How long we keep it

• Call recordings and transcripts: [90] days by default, then deleted. Customers can request a shorter or longer window.
• Call summaries and metadata: for as long as the customer's account is active.
• Customer account and billing records: for as long as the account is active, and afterwards for as long as tax and accounting law requires.
• Enquiries: up to [24] months, so we can pick up a conversation where it left off.

When a customer cancels, we delete their call recordings and transcripts within [30] days unless they ask us to do it sooner or the law requires us to keep them.

8. Security

We use encryption in transit, access controls, and reputable infrastructure providers. Access to call recordings is limited to the people who need it to run and support the service.

No system is perfectly secure, and we will not claim otherwise. If a breach affects your personal information, we will notify you and any regulator as required by law.

9. Your rights and choices

Depending on where you live, you may have the right to access the personal information we hold about you, correct it, delete it, obtain a copy in a portable format, or object to certain processing. You will never be treated differently for exercising these rights.

To make a request, email us at connor@valencevirtualservices.com. We will verify your identity before acting, and respond within the time the applicable law allows.

10. If you called a business we answer for

If you spoke to a Valence receptionist and want your recording or details deleted, you can contact us at connor@valencevirtualservices.com and we will help. Because that record belongs to the business you called, we will normally need to pass your request to them and act on their instruction — we will tell you who they are and keep you informed.

If you would simply prefer not to be recorded, you can say so at the start of the call or hang up and contact the business another way.

11. Children

Valence is a service sold to businesses and is not directed at children. We do not knowingly collect personal information from children. If you believe a child's information has reached us, contact us and we will delete it.

12. Changes to this policy

We may update this policy as the service changes. We will update the date at the top, and for material changes we will notify customers by email before the change takes effect.

13. Contact us

Questions about this policy, or about information we hold:
Valence Virtual Services
435 W 400 S, Ste 103, Salt Lake City, UT 84101
Email: connor@valencevirtualservices.com
Phone: (801) 746-9418