Privacy Policy

Who we are

NeuCalla ("we", "us") provides an AI phone receptionist for service businesses. NeuCalla is provided by NeuTora Pty Ltd (ACN 703 201 218). Contact: hello@neutora.com.

What we collect

• Account details (email) via passwordless email sign-in (one-time codes).
• Business profile data you enter (ABN, services, hours, phone numbers).
• Call metadata and transcripts needed to run answering, lead capture, and booking — plus full-call recordings when you enable recording consent.
• Voicemail messages recorded when the available minute balance reaches zero. This voicemail recording remains on even when optional full-call recording is off; callers are notified before the beep.
• Billing identifiers from Stripe (customer / subscription IDs).
• Website contact form submissions (name, email, message).
• Website analytics from Google Analytics, as described under "Analytics and cookies" below.
• What you type into the chat box on this website, and the reply. Your messages are sent to our AI provider (Anthropic) to write the reply, and may be processed overseas, including in the United States. We don't use them for marketing. The replies are automated and can be wrong, so please don't share personal, health or payment details there.
• Text messages sent and received on your NeuCalla numbers, including caller replies forwarded to your mobile number, and STOP opt-outs.
• If a website visitor chooses to confirm their mobile in website chat: that mobile number, when it was confirmed, and which notice (business name and privacy link) they were shown.

Live preview demo

When you use the website preview, we collect the business name or website text you enter, your selected language or voice, a one-way hash derived from your IP address, a one-way hash of a basic browser fingerprint, the generated sample and conversation transcript, and any follow-up turns you submit. If you ask the preview to email you a setup link, we also collect your email address.

The microphone feature uses your browser's speech-recognition service to turn speech into text. NeuCalla receives that transcript, not raw microphone audio. We use ElevenLabs to generate the receptionist audio; no website is crawled or imported for this preview.

Preview records, transcripts, and generated-audio references remain available for 14 days and are then blocked as expired. We store a claim token, business name, and selected voice in your browser's local storage so signup can continue your setup; that local item remains until you clear it or a newer preview replaces it. You can clear it in your browser, or use our contact form to request deletion of the server-side preview.

Analytics and cookies

We use Google Analytics to understand which pages of this website get visited. Analytics cookies are set only if you choose Accept in the cookie banner. Until then, or if you choose Reject, Google receives only cookieless measurement signals (the page visited and basic browser details, with no cookies or identifiers stored on your device), which it uses to estimate visit numbers.

Advertising storage stays off: we don't use Google Analytics data for ads or ad personalisation. Your choice is saved in your browser's local storage so the banner doesn't ask again. You can change it at any time with the "Cookie preferences" link in the footer of every page.

How we use it

We use personal information to provide the service, bill usage, improve reliability, meet legal obligations, and respond to support requests. We do not sell personal information.

Linked conversations

Businesses that use NeuCalla can answer calls, texts and website chat. When someone chatting on a business's website chooses to confirm their mobile number, we text them a 6-digit code. If they enter it, we link that chat with their calls and texts to the same business, so the business can see the conversations side by side and its receptionist can use what it already knows from those calls and texts to help them in the chat. We only link after the code is confirmed.

As a record of that choice we keep the mobile number, when it was confirmed, which notice was shown and the business name and privacy link it named. Codes are stored only in scrambled (hashed) form and are cleared once used or expired, and the log of the text that carried the code doesn't include the code; unconfirmed requests are deleted after 30 days. We don't use this link for marketing. To stop one number being sent too many codes, we count the codes sent to a number across all businesses. We don't link conversations across different businesses.

The business can unlink a chat at any time. To ask for that, contact the business, or use our contact form.

Processors

We use service providers for phone services, payments and email, including Stripe and Zoho ZeptoMail (sign-in emails), and AI / speech providers (for example Deepgram, Anthropic, ElevenLabs) under contracts that restrict use to providing NeuCalla. This website also uses Google Analytics, as described above.

Google Calendar data

If you choose to connect Google Calendar, NeuCalla requests only the access it needs to run bookings for you:

• Availability. We read free/busy times from the calendar you connect, so your receptionist can offer times you are actually free.
• Events. We create, update and delete the calendar events for bookings taken on your calls. We do not create, share or delete calendars themselves.

We store a Google authorisation token so the connection keeps working between calls, the identifier of the calendar you chose, and the event identifier against each booking. Free/busy times are provided to the AI service that conducts the call solely so it can offer and confirm appointments during that call.

We do not sell Google user data, use it for advertising, or use it to train AI models. We do not use it for any purpose other than providing the booking features described here.

You can disconnect Google Calendar at any time from Connected apps in your dashboard. Disconnecting asks Google to revoke our access and deletes the stored token from our systems.

NeuCalla's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Retention and deletion

Call audio, voicemails and transcripts are removed after the business's recording retention setting, which defaults to 30 days and can be set up to 90 days. Text-back delivery records are retained for 90 days; failed forwards may be removed after 30 days. Message attachments are kept until their stored expiry, normally 90 days, and provider media links are cleared after three days.

You may ask us to delete personal information by emailing hello@neutora.com. We delete the business and customer personal data covered by the request, subject to legal obligations and operational safeguards. To continue honouring a person's request not to receive messages, the opt-out archive keeps keyed, one-way hashes rather than their phone number or message content.

Your rights

Depending on your location (including Australia), you may request access, correction, or deletion of personal information we hold. Email hello@neutora.com.