Privacy Policy

1. Who We Are

This Privacy Policy describes how Merwing (“Merwing”, “we”, “us”, or “our”) collects, uses, and shares information when you use our website at https://merwing.com (the “Site”), our web apps, and related services, including any AI-powered phone answering, messaging, scheduling, or automation services we provide (collectively, the “Services”).

By accessing or using our Site or Services, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree, please do not use our Site or Services.

2. Information We Collect

We may collect the following categories of information, depending on how you interact with Merwing:

2.1 Information You Provide to Us

• Account and profile information – such as your name, email address, business name, phone number, role, and password when you create an account or sign up for our Services.
• Contact information – such as your email address, phone number, and any other details you provide when you contact us, request support, or subscribe to updates.
• Content you submit – including messages, notes, configurations, call routing rules, contact lists you upload, and any other information or content you choose to provide in connection with the Services.
• Payment and billing information – if you purchase paid features, we (or our payment processors) may collect payment card details, billing address, tax information, and transaction history. Payment card data is typically processed directly by third-party payment providers and not stored in full by us.

2.2 Communications and Call Data

If you use our AI-powered phone or messaging Services (for example, through phone numbers we provide or integrate):

• Call metadata – such as caller and callee phone numbers, call time and duration, call direction (inbound/outbound), and technical routing information.
• Call recordings and transcripts – if enabled in your settings and permitted by applicable law, we may record calls and/or generate text transcripts in order to power AI features, quality assurance, compliance, training, and analytics.
• Messaging data – including message content (SMS or similar), timestamps, and associated phone numbers or identifiers.

2.3 Automatically Collected Information

When you visit our Site or use our Services, we may automatically collect:

• Usage and log data – such as IP address, browser type, device type, operating system, referring URLs, pages viewed, links clicked, access times, and general usage patterns.
• Cookies and similar technologies – we may use cookies, local storage, and similar tools to remember your preferences, maintain sessions, analyze traffic and usage, and improve the Services.

2.4 Information from Third Parties

• Authentication providers – if you sign in using a third-party identity provider (e.g., Google, Apple, or other SSO), we may receive information such as your name, email, and profile photo as allowed by that provider.
• Service integrations – if you connect Merwing to other services (e.g., CRM, scheduling, or communication platforms), we may receive information from those services as needed to provide the integration.

3. How We Use Your Information

We use the information we collect for the following purposes:

• To provide, operate, and maintain the Site and Services.
• To create and manage your account and authenticate your identity.
• To process calls, messages, and AI interactions, including transcribing and analyzing content where enabled and legally permitted.
• To customize and improve the Services, including user experience, features, and performance.
• To communicate with you about updates, support, security alerts, and administrative messages.
• To bill and collect payments, send invoices, and manage subscriptions.
• To monitor and prevent fraud, abuse, and security risks, and to enforce our terms and policies.
• To comply with legal obligations and respond to lawful requests and legal processes.
• With your consent, for any other specific purpose that we disclose at the time of collection.

4. Legal Bases for Processing (EEA/UK Users)

If you are located in the European Economic Area or the United Kingdom, we process your personal data under the following legal bases:

• Contract – to provide the Services you request and to perform our contractual obligations.
• Legitimate interests – such as securing and improving the Services, preventing fraud, and understanding usage.
• Consent – where we rely on your consent (for example, certain marketing communications or cookies), which you may withdraw at any time.
• Legal obligations – where necessary to comply with applicable laws and regulations.

5. How We Share Information

We do not sell your personal information. We may share your information in the following situations:

• Service providers – With trusted vendors and service providers who perform services on our behalf, such as hosting, cloud infrastructure, telephony providers (e.g., voice/SMS carriers), AI model providers, analytics, and payment processing.
• Telephony and AI providers – To deliver calls, messages, and AI features, your data may be processed by third-party providers such as telephony carriers (for phone calls and SMS) and AI platforms (for transcription, understanding, and generation).
• Business customers’ configuration – If you are a caller, contact, or user interacting with a Merwing-powered phone number or workflow owned by one of our business customers, certain information may be shared with that customer (for example, call logs, recordings, or transcripts) as part of the Service they are using.
• Business transfers – In connection with any merger, acquisition, financing, or sale of all or part of our business, your information may be transferred as part of that transaction, subject to appropriate confidentiality protections.
• Legal and safety – We may disclose information if we believe it is reasonably necessary to comply with laws, regulations, legal processes, or government requests; to protect the rights, property, or safety of Merwing, our users, or the public; or to detect, prevent, or address fraud and security issues.
• With your consent – We may share information for any other purpose with your explicit consent or at your direction.

6. Cookies and Tracking Technologies

We use cookies and similar technologies to operate and improve our Site and Services, remember your preferences, and analyze traffic. You can typically control cookies through your browser settings, but disabling cookies may limit certain features of the Site or Services.

Where required by law, we will request your consent before placing non-essential cookies or similar technologies.

7. Data Retention

We retain personal information for as long as reasonably necessary to provide the Services, fulfill the purposes described in this Privacy Policy, comply with our legal obligations, resolve disputes, and enforce our agreements.

Retention periods may vary depending on the type of data and the context in which it was collected. For example, call recordings and transcripts may be retained based on your or our business customers’ settings, applicable laws, and legitimate business needs.

8. Data Security

We implement reasonable technical and organizational measures designed to protect personal information from unauthorized access, use, alteration, or destruction. However, no method of transmission over the internet or method of electronic storage is 100% secure, and we cannot guarantee absolute security.

9. International Data Transfers

Merwing and many of our service providers may be located in countries different from your own. As a result, your information may be transferred to and processed in countries that may have data protection laws that are different from those in your jurisdiction.

Where required, we take appropriate safeguards to protect personal data when it is transferred internationally, such as standard contractual clauses or other lawful mechanisms.

10. Your Rights and Choices

Depending on your location and applicable law, you may have the following rights regarding your personal information:

• Access – to request a copy of the personal information we hold about you.
• Correction – to request that we correct inaccurate or incomplete information.
• Deletion – to request that we delete your personal information, subject to legal and contractual obligations.
• Restriction – to request that we limit the processing of your information in certain circumstances.
• Objection – to object to certain processing, including direct marketing, where applicable.
• Data portability – to request a copy of your information in a structured, commonly used, and machine-readable format where technically feasible.
• Withdraw consent – where we rely on consent, you may withdraw it at any time, without affecting the lawfulness of processing prior to withdrawal.

To exercise these rights, please contact us using the contact details in the “Contact Us” section below. We may need to verify your identity before responding to your request.

11. Children’s Privacy

Our Site and Services are generally designed for business users and are not intended for children under the age of 13 (or equivalent minimum age in relevant jurisdictions). We do not knowingly collect personal information from children under that age. If you believe that a child has provided us with personal information, please contact us, and we will take appropriate steps to delete such information as required by law.

12. Third-Party Websites and Services

Our Site and Services may contain links to third-party websites, apps, or services that are not operated by us. We are not responsible for the privacy practices of those third parties. We encourage you to review the privacy policies of any third-party sites or services you visit or use.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we make changes, we will update the “Last updated” date at the top of this page. In some cases, we may notify you by email or through the Services. Your continued use of the Site or Services after any changes become effective signifies your acceptance of the updated Privacy Policy.

14. Contact Us

If you have any questions or concerns about this Privacy Policy or our privacy practices, or if you would like to exercise your rights, you may contact us at:

Merwing
Website: https://merwing.com
Email: [email protected]

Please replace the contact information above with your actual legal or business contact details before publishing.