Privacy Policy

1. Information we collect

From customers: account details (name, email, password), business profile (business name, hours, services, FAQs, house rules, website URL), and billing information. Payments are processed by Stripe; we never see or store full card numbers.

From callers: when you call a business that uses Della Desk, we process the phone number you call from, audio of the call, a transcript of the call, and any details you share with the receptionist (such as your name, callback number, appointment requests, and messages). Calls begin with a notice that the call may be recorded.

Automatically: standard service logs (IP address, browser type, pages visited, timestamps) used for security and troubleshooting.

2. How we use it

• To answer and route phone calls on behalf of the business you called, including taking messages and booking appointments.
• To show customers their call history, messages, bookings, and usage in their dashboard.
• To send appointment reminders and follow-up texts where the business has enabled them.
• To bill customers, prevent abuse, and keep the service secure.
• To improve the service: we keep internal records of how the service is used — such as call volumes, feature usage, and booking outcomes — and analyze them, in de-identified or aggregated form wherever possible, to make our receptionists better and to build new features. Our team may also review call recordings, transcripts, and messages internally to check quality and improve how our receptionists handle calls.
• We do not sell personal information, and we do not use call recordings or transcripts to train third-party AI models.

3. Service providers (subprocessors)

Della Desk is built on trusted infrastructure providers that process data on our behalf under their own security and privacy commitments:

• Vapi — telephony and voice-agent infrastructure (call audio, phone numbers)
• Anthropic (Claude) — conversation intelligence (transcript text)
• ElevenLabs — voice synthesis
• Deepgram — speech-to-text transcription
• Twilio — SMS text messages
• SendGrid — email delivery
• Stripe — payment processing
• Railway — application hosting (United States)

4. Text messages (SMS)

Some features send text messages: missed-call follow-ups, appointment confirmations and reminders, order confirmations, requested links, and operational alerts to business staff who add their mobile number in the dashboard. Callers receive texts only in connection with their own call to a business, after providing their number and agreeing to text follow-up during the call.

• No mobile-number sharing. Phone numbers collected for text messaging are used only to deliver those messages. Mobile information and text-messaging opt-in consent are never shared with, sold, or rented to third parties or affiliates for marketing or promotional purposes.
• Message frequency varies with your own call and appointment activity — there is no fixed schedule and no promotional blasts.
• Message and data rates may apply, depending on your carrier and plan.
• Opt out anytime by replying STOP to any message; reply HELP for help. Opting out stops texts but never affects phone service.

5. Call recording and consent

Some U.S. states, including Florida, require all parties to consent to recording. Della Desk plays a recording notice at the start of calls by default. Customers are responsible for keeping that notice enabled where their local law requires it and for complying with telephone-recording laws that apply to their business.

6. Retention

We keep customer account data for as long as the account is active. Call recordings, transcripts, and messages are retained so the business can review them, and are deleted when the business deletes them or closes its account. Backup copies are purged on a rolling basis within 30 days of deletion.

7. Your choices and rights

• Customers can edit or delete their business data at any time in the dashboard, export their data, and delete their entire account (Settings → Delete account). Account deletion permanently removes the account, business profile, call recordings, transcripts, messages, and bookings.
• Callers may request access to or deletion of their information by contacting the business they called, or by contacting us at the address below, and we will work with the business to honor the request.
• Depending on where you live (e.g., California, EU/UK), you may have additional rights to access, correct, delete, or port your data, and to opt out of certain processing. We honor verified requests as required by applicable law.

8. Security

Data is encrypted in transit (TLS) and stored on access-controlled infrastructure. Passwords are stored hashed. No method of transmission or storage is 100% secure, but we work to protect your information and will notify affected users of any breach as required by law.

9. Children

Della Desk is a business service and is not directed to children under 13. We do not knowingly collect personal information from children.

10. Changes

We will post any changes to this policy on this page and update the date above. Material changes will be announced to customers by email or in the dashboard.