Privacy Policy

1. Introduction & scope

MeetZela, Inc. provides the ZelaAI voice assistant to businesses ("Customers") so their incoming calls are answered 24/7. This policy applies to information we process as a business when you interact with our website, marketing, and account, and describes how we act as a service provider / processor on behalf of our Customers when Zelahandles calls from their callers ("End Callers"). Where we process personal information on a Customer's behalf, that Customer is the data controller and their own privacy notice governs how End Caller data is used.

2. Information we collect

We collect the following categories of information:

(a) Information you provide

• Account details — name, email address, phone number, and login credentials.
• Business details — company name, industry, locations, business hours, service menus, scripts, and calendar or CRM configuration used to set up Zela.
• Billing information — billing contact, plan, and payment details (processed by our payment providers; we do not store full card numbers).
• Support communications — messages, requests, and feedback you send us.

(b) Call data handled by Zela

To provide the Service, Zela processes:

• Audio recordings of inbound and outbound calls.
• Transcripts and AI-generated summaries of those calls.
• Caller phone numbers and caller ID / metadata such as call time, duration, and disposition.
• Appointment details — names, contact information, requested services, and booking times collected during a call to schedule an appointment.
• Any other information an End Caller chooses to share out loud during a conversation.

(c) Usage & device data

• Log data, IP address, browser and device type, operating system, and pages viewed.
• Product usage such as features used, dashboard activity, and configuration changes.

(d) Cookies & analytics

We and our analytics partners use cookies and similar technologies to operate the website, remember preferences, and measure performance. See Section 10 for details.

3. How we use your information

We use the information we collect to:

• Provide, operate, and maintain the Service — answering calls, booking appointments, and delivering summaries to your inbox and calendar.
• Transcribe calls and generate summaries so you can review what happened on each call.
• Improve and train the quality, accuracy, and natural sound of Zela's voice and conversation handling, using de-identified or aggregated data wherever practical.
• Provide customer support and respond to your requests.
• Process billing, prevent fraud, and secure our systems.
• Send service, security, and (where permitted) marketing communications you can opt out of.
• Comply with legal obligations and enforce our agreements.

4. Call recording, transcription & consent

Because Zela is a voice assistant, calls placed to or from numbers connected to the Service may be recorded and transcribed so that Zela can understand the caller, book appointments, generate summaries, and improve service quality.

Customer responsibility for notice and consent. Recording and transcription of phone calls is regulated by law, and requirements vary by jurisdiction (for example, one-party versus two-party / all-party consent rules). Our Customers are responsible for determining the notifications and consents required in the areas where they operate and for ensuring that appropriate disclosures are made to End Callers — for example, a spoken notice at the start of a call that the call may be recorded. Customers are responsible for configuring Zela to provide any such notice and for obtaining any consent required by applicable law.

How recordings are stored and used. Recordings and transcripts are encrypted in transit and at rest, access is limited to authorized personnel and systems that need it to run the Service, and they are retained according to Section 6. An End Caller who does not wish to be recorded may decline to proceed and contact the business by another method.

5. How we share information

We do not sell your personal information. We share information only as described below:

• Service providers & subprocessors — including telephony carriers that connect calls, cloud hosting and storage providers, AI/LLM model providers that power speech recognition and conversation, transcription services, and calendar / CRM integrations you connect. These partners may process call audio, transcripts, and related data solely to provide services to us under contractual confidentiality and security obligations.
• Your integrations — when you connect a calendar, CRM, or other tool, we share the relevant data (such as appointment details) with that service at your direction.
• Legal requirements — when we believe disclosure is required to comply with a law, regulation, legal process, or enforceable governmental request, or to protect the rights, safety, and security of our users and the public.
• Business transfers — in connection with a merger, acquisition, financing, or sale of assets, information may be transferred subject to this policy.

We do not sell your personal information and we do not share it for cross-context behavioral advertising as those terms are defined under applicable U.S. privacy laws.

6. Data retention

We retain personal information for as long as needed to provide the Service, comply with our legal obligations, resolve disputes, and enforce our agreements. Call recordings, transcripts, and summaries are retained according to your plan settings and Customer instructions; Customers may configure retention periods or request deletion of specific records. When information is no longer needed, we delete or de-identify it.

7. Data security

We use administrative, technical, and physical safeguards designed to protect your information, including encryption in transit and at rest, access controls, network protections, and monitoring. No method of transmission or storage is completely secure, so we cannot guarantee absolute security, but we work continuously to protect your data and to notify you of material incidents where required by law.

8. Your privacy rights

Depending on where you live, you may have some or all of the following rights over your personal information.

EEA / UK (GDPR)

• Access the personal data we hold about you.
• Rectification of inaccurate or incomplete data.
• Erasure("right to be forgotten") in certain circumstances.
• Portability — receive your data in a portable format.
• Restriction and objection — restrict or object to certain processing, including processing based on legitimate interests.

California (CCPA / CPRA)

• Know what personal information we collect, use, and disclose.
• Delete personal information we have collected, subject to exceptions.
• Correct inaccurate personal information.
• Opt out of the sale or sharing of personal information — note that we do not sell or share personal information as defined by law.
• Non-discrimination for exercising your rights.

To exercise any of these rights, email us at support@meetzela.com. We will verify your request and respond within the time required by applicable law. You may use an authorized agent where permitted. If Zela handled a call on behalf of a business, requests about that call may need to be directed to that business as the controller, and we will assist them as their service provider.

9. International data transfers

We are based in the United States, and we and our service providers may process information in countries other than the one in which you reside. Where we transfer personal data across borders, we rely on appropriate safeguards such as Standard Contractual Clauses or other lawful transfer mechanisms to protect your information consistent with this policy.

10. Cookies & tracking technologies

We use cookies, pixels, and similar technologies to keep you signed in, remember preferences, understand how the website is used, and improve our marketing. You can control cookies through your browser settings and, where available, our cookie preferences tool. Blocking some cookies may affect how the website functions. We honor recognized opt-out preference signals, such as Global Privacy Control, where required by law.

11. Children's privacy

The Service is intended for businesses and is not directed to children under 16 (or the minimum age required in your jurisdiction). We do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us and we will delete it.

12. Third-party links

Our website and communications may contain links to third-party sites and services we do not control. This policy does not apply to those third parties, and we encourage you to review their privacy notices before providing them information.

13. Changes to this policy

We may update this Privacy Policy from time to time. When we make material changes, we will revise the "Last updated" date above and, where appropriate, provide additional notice. Your continued use of the Service after an update means you accept the revised policy.

14. Contact us

If you have questions about this policy or how we handle your information — including call recordings and transcripts — please reach out: