Upfirst Privacy Policy

Effective Date: September 29, 2026

Introduction

Upfirst Inc. (“Upfirst,” “we,” “us,” or “our“) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered virtual receptionist service and related offerings (collectively, the “Service“). By accessing or using the Service, you agree to this Privacy Policy and our Terms of Service.

If you have questions about this Privacy Policy or our data practices, please contact us at legal@upfirst.ai.

1. Information We Collect

We collect information about you to provide and improve the Service, communicate with you, and comply with legal obligations. The types of information we collect may include:

1.1 Information You Provide Directly

Account Information: When you create an account or register for the Service, we may collect your name, email address, phone number, billing details, and other contact information.
Customer Content: Information that you or your callers provide through the Service, such as call recordings, transcripts, summaries, messages, voicemails, contact records, scheduling details, and notes, including content generated by the Service. How we own, use, and protect Customer Content is described in Section 8 of our Terms of Service.

1.2 Information Collected Automatically

Usage Data: Information generated from use of the Service, such as call counts, durations, timestamps, call status, languages, visited pages, and feature usage. Usage Data does not include the substance of any call, message, or recording.
Device Data: We may collect details about the devices you use to access the Service, including IP addresses, browser types, device identifiers, and operating systems.
Cookies and Similar Technologies: We use cookies, web beacons, and similar technologies to improve and customize the Service, remember user preferences, and understand usage patterns. You may adjust your browser settings to refuse some cookies, but doing so may affect certain features of the Service.

1.3 Information from Third Parties

Integrated Services: If you connect the Service to third-party platforms or applications (e.g., calendars, CRMs), we may receive information from those third parties as permitted by their privacy policies.
Business Partners and Affiliates: We may receive information from our affiliates, service providers, or other business partners that support our operations.

2. How We Use Your Information

We use the information we collect to:

Provide and Maintain the Service: Operate, secure, and improve the Service, process transactions, authenticate users, schedule calls, manage Customer Content, and provide customer support.
Communicate with You: Send updates, respond to inquiries, and provide support messages or information about new features and offerings.
Personalize Your Experience: Tailor the Service to your preferences and usage.
Analytics and Research: Analyze Usage Data and trends, diagnose technical issues, and improve the Service’s performance, security, and reliability. We may publish aggregate, anonymized reports that do not identify you, your callers, or any individual.
Enforce Terms and Policies: Enforce our Terms of Service, detect and prevent fraudulent, unauthorized, or illegal activities, and ensure compliance with relevant laws.
Legal Compliance: Comply with legal obligations, respond to lawful requests from authorities, and protect our rights, users, and third parties.

How we use Customer Content: We use Customer Content only to provide, maintain, secure, and support the Service for you, and to comply with law. We may also use it in de-identified, aggregate form to improve the Service. We do not sell Customer Content, use it for advertising or marketing, or use it to train artificial intelligence models, and we do not permit our service providers to do so.

3. How We Share Your Information

We may share your information under the following circumstances:

Service Providers and Sub-processors: Customer Content is shared only with the sub-processors needed to run the Service, such as hosting, telephony, and AI processing providers, under data protection terms at least as protective as our own, as described in our Data Processing Addendum. Our AI sub-processors process Customer Content under zero data retention terms and may not use it to train their models. Account and Usage Data may also be shared with vendors who assist with payment processing, analytics, customer support, or marketing on our behalf.
Affiliates and Partners: With our affiliates or trusted business partners in connection with joint services, mergers, acquisitions, or other business transactions. Customer Content is not shared with affiliates or partners, except as part of a merger, acquisition, or sale of assets, in which case it remains subject to the commitments in this Privacy Policy and our Terms of Service.
Legal and Safety Obligations: With law enforcement, government authorities, or other relevant third parties as required by law, court order, legal process, or to protect the rights, safety, and property of Upfirst, our users, or the public. If we receive a subpoena, court order, or other legal process seeking Customer Content, we will notify the customer as described in Section 3.4 of our Data Processing Addendum, unless the law prohibits us from doing so.
With Your Consent: For any other purpose disclosed to you at the time we collect your information, provided we have your consent.

SMS Consent Protection
‍All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

4. Data Security

We protect information with administrative, technical, and physical safeguards, including encryption in transit and at rest, and access to Customer Content limited to personnel who need it to provide the Service. No security measures are completely infallible, and we cannot guarantee absolute security. If we become aware of a security incident affecting Customer Content, we will notify the affected customer within 72 hours, as described in our Terms of Service and Data Processing Addendum.

5. Data Retention

We retain Customer Content while your account is active so it remains available in your dashboard. You can export call transcripts and download call recordings at any time. After you cancel, you have 90 days to export your Customer Content, and it remains available if you resubscribe during that period. Following a period of no less than 90 days from cancellation, Customer Content is permanently deleted from the Service. You may request earlier deletion at any time by emailing privacy@upfirst.ai. We retain account and billing information as long as needed to comply with legal, tax, and accounting obligations, resolve disputes, and enforce our agreements.

6. Your Rights and Choices

Access and Update: You may access and update your account information at any time through the Service.
Export and Deletion: You can export call transcripts and download call recordings at any time through the Service. To request deletion of your Customer Content or account, email privacy@upfirst.ai.
Opt-Out of Marketing: You can opt out of promotional communications by following the unsubscribe instructions in our messages or contacting us at legal@upfirst.ai.
Cookies and Tracking: You can adjust your browser settings to manage cookies. Disabling cookies may affect some functionalities of the Service.

7. International Data Transfers

Upfirst stores Customer Content in the United States. The Service is operated from the United States, so if you use it from another country, your information will be transferred to the United States. Some of our service providers may process information outside the United States, under data protection terms consistent with this Privacy Policy.

8. Children’s Privacy

The Service is not intended for individuals under 18. We do not knowingly collect personal information from minors. If we learn that we have inadvertently collected information from a minor, we will delete it promptly.

9. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. We will post the revised Privacy Policy and update the “Effective Date.” Your continued use of the Service after the changes become effective indicates your acceptance of the updated Privacy Policy.

10. Contact Us

If you have questions or concerns about this Privacy Policy or our data practices, please contact us at:

Upfirst Inc.
Email: legal@upfirst.ai