BailVoice (a dba of Smitten, LLC) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, and share personal information when you use our website and our AI-powered voice answering services for licensed bail bond businesses. It applies to both visitors of our website and callers who interact with our voice AI answering service. We use plain language for clarity, and we adhere to applicable privacy laws in the United States. By using our website or services, you agree to the practices described in this Privacy Policy.
We collect various types of information from bail bond business clients (subscribers) and from callers who use the service, as well as from visitors to our website. This may include:
Contact Information: Names, phone numbers, email addresses, and business contact details provided by bail bond companies or by callers during a call.
Call Content: Audio recordings of calls and their transcripts. When you call a bail bond company that uses BailVoice, the call may be recorded and transcribed. These recordings may capture personal details you share (for example, the name of the person in custody, the jail location, or any other information you provide).
Business Account Data: For our bail bond business clients, we collect business information such as company name, office address, professional license number (if provided), account usernames, payment information for billing (handled via a secure payment processor), and any preferences or settings configured in the service.
Usage Data: Technical data from use of our website or services, such as IP addresses, browser type, device identifiers, dates/times of access, and website usage analytics. If our service integrates with a client’s systems (e.g. calendars or CRM software), we may process data from those systems as instructed by the client to facilitate the service.
Communication Data: Copies of communications with us, including support requests, emails or messages you send to BailVoice, and any feedback.
Cookies and Online Tracking: Our website may use cookies or similar technologies to collect information about your browsing actions on our site (e.g. pages visited). You can adjust your browser settings to refuse cookies if you prefer.
We collect only the information necessary to provide and improve our services or as required by law. We do not intentionally collect sensitive personal information (such as social security numbers or health data) unless it is provided in the context of a call or account setup. Our services are intended for use by adults in the bail bonds context, not by children, and we do not knowingly collect personal information from children under 16 (see Children’s Privacy below).
We use the collected information for the following purposes:
Providing the Service: We use caller-provided information and call content to handle incoming calls on behalf of bail bond businesses. For example, our AI virtual agent will ask questions and gather details from callers to assist with the bail bond process, then pass that information to the human bondsman or take a message as needed. The AI uses the call data (your voice and responses) to generate appropriate answers or actions in real time.
Call Handling and Transfers: Caller information (like name, contact number, and the details of their situation) is used to either transfer the call to a human agent or to forward a message or transcript to the appropriate licensed bail bondsman. We may send callers automated text messages or emails on a client’s behalf if, for example, a link to more information is requested – but only with the caller’s consent (more on this under TCPA Compliance).
Service Improvement and AI Training: We analyze call recordings and transcripts to improve our AI algorithms and the quality of our service. For instance, we review interactions to help the AI better recognize questions or to add new features. Whenever possible, we use de-identified data for these purposes – meaning personal identifiers are removed – so that the data can no longer be linked back to specific individuals. This de-identified information helps us train our AI models and perform analytics without exposing personal details.
Account Management and Customer Support: We use business clients’ account data to manage their accounts, process subscription billing, provide training or onboarding, and communicate about the service. If you contact us with a question or for support, we will use your contact information and relevant account or call data to assist you.
Quality Assurance and Security: Recorded calls may be reviewed for quality assurance purposes – for example, to ensure the AI agent is providing accurate and compliant information. We also use data (including usage and technical data) to monitor for any fraudulent or malicious activity and to maintain the security of our systems.
Legal and Compliance: We may process personal information to comply with applicable laws and regulations. For example, we keep records as required for tax or audit purposes and will use or disclose information if we need to enforce our terms of service, respond to lawful requests (like subpoenas or court orders), or protect our rights or the rights of others.
Communications and Marketing: For our bail bond business clients or website users, we might use contact information to send product updates, newsletters, or promotional communications about BailVoice. Recipients can opt out of marketing emails at any time. (We do not send marketing communications to callers who contact our clients’ bail bond services, aside from service-related messages they consent to during a call.)
We will not use personal information for purposes that are incompatible with those outlined above without informing you and obtaining consent if required. We do not engage in any automated decision-making that produces legal or similarly significant effects without human oversight; the AI’s purpose is to assist with calls, and a human bondsman is always ultimately responsible for bail decisions.
When you call a bail bond company that uses BailVoice, you may interact with an AI-powered virtual agent. We want to be transparent that: (a) you might be speaking with an automated system rather than a live person, and (b) the call may be recorded and transcribed. We (or the bail bond company) will provide a notice at the start of the call that the call is being recorded, in compliance with call recording laws. In Washington state (where BailVoice operates), the law requires all parties to consent to any call recording. By continuing with the call after the recording notice, you are giving your consent to be recorded. If you do not consent, you have the option to disconnect or request to speak with a human agent.
Why we record calls: Recording and transcribing calls allow the AI to understand your questions and provide accurate responses, and it enables the service to function effectively. Recordings are also used for quality assurance and training, as noted earlier. For example, a recording may be needed to correctly log your information or to send a text follow-up that you requested. We only use these recordings and transcripts for legitimate business purposes, such as delivering the service to the bail bond company and improving our technology. We do not use call recordings to profile callers for marketing or unrelated purposes.
Please note that call recordings and transcripts may be accessible to the bail bond company you called. We act as a service provider for the bail bond agency, so the information you share is provided to them as part of the service. BailVoice and its authorized personnel may also access call recordings and transcripts as needed (for example, to troubleshoot an issue or improve the service), but we treat this information as confidential. Our system processes calls in real time, meaning that the AI and supporting systems are handling your information instantaneously during the call.
If a bail bond client enables an introductory disclosure on their line (for instance, a prerecorded message saying, “This call may be answered by an automated agent and will be recorded for quality purposes”), that serves as notice. By staying on the line, you agree to the AI service and recording. If you prefer not to interact with the AI, you can ask for a human agent or end the call. We want callers to feel comfortable and informed when using our service.
We do not sell personal information to third parties for profit, and we do not share your personal information with unrelated third parties for their own marketing purposes. However, we do share or disclose information in the following circumstances to operate our business and comply with the law:
With the Bail Bond Company (Our Client): If you are a caller, the information you provide (including your contact info, the details you give, and the call transcript or recording) is shared with the licensed bail bond business you are trying to reach. They use this information to follow up on your case or provide the requested service. In essence, BailVoice is collecting information on their behalf. The bail bond company may have its own privacy practices regarding how they use your information beyond our service, so you may wish to refer to their privacy policy as well.
Service Providers and Partners: We use trusted third-party service providers to help run our services. This includes cloud hosting providers and data storage (for example, secure cloud servers where call recordings and data are stored), telecommunication providers (to connect phone calls and text messages), speech-to-text and other AI technology providers (for transcribing and analyzing voice data), and payment processors (to handle billing for our clients). These service providers are bound by contracts to only use the information for our specified purposes and to protect it with strict confidentiality and security standards. For instance, our cloud storage providers maintain encryption and industry-standard security to safeguard call recordings.
Legal Compliance and Protection: We may disclose information to government authorities, law enforcement, or other parties when we believe disclosure is required or permitted by law. Examples include responding to lawful subpoenas or court orders, addressing law enforcement requests, or reporting information as needed to comply with laws and regulations. We may also share information as necessary to investigate or protect against fraud, security threats, or other malicious activity, or to enforce our contracts and user agreements. If someone’s life or safety is at risk, we may share information to the extent allowed by law to assist in an emergency.
Business Transfers: If BailVoice (Smitten, LLC) is involved in a merger, acquisition, sale of assets, bankruptcy, or other transaction, personal information could be transferred to another entity as part of that deal. In such cases, we would ensure the new owner continues to honor the privacy commitments made in this policy or provide notice and choices to users.
With Consent: We will share your information with other third parties only if you have given us explicit consent to do so. For example, if a caller specifically asks us to send their information to a third-party co-signer or attorney, or if a bail bond client asks us to integrate with a third-party service that requires sharing data, we would do so with permission.
In all cases, we limit the information shared to what is necessary for the purpose. We also ensure that any third parties we work with are obligated to keep personal information secure and confidential. Importantly, we do not “sell” personal data as defined under laws like the California Consumer Privacy Act (CCPA), nor do we share caller information with advertisers or data brokers. If we ever decide to expand how we share data, we will update this Privacy Policy and provide any required opt-in or opt-out choices.
Storage Location: Personal information collected by BailVoice is stored on secure servers, typically in cloud data centers located in the United States. We use reputable cloud infrastructure providers to host and process data. All call recordings, transcripts, and other sensitive data are encrypted both in transit (using TLS/SSL encryption when data is sent between our systems and the user) and at rest on our servers. We utilize strong encryption standards (such as AES-256) to help protect your data from unauthorized access.
Security Measures: We take data security seriously and maintain a variety of safeguards to protect personal information from loss, misuse, and unauthorized access or disclosure. These measures include:
Strict access controls limiting which Smitten, LLC (BailVoice) personnel can access personal data on a need-to-know basis. Staff are trained on data security and are required to follow confidentiality obligations.
Technical safeguards like firewalls, network monitoring, and intrusion detection systems to prevent and detect unauthorized system access. We keep our software and systems updated with security patches.
Regular security audits and risk assessments. We periodically review our security practices and may conduct penetration testing or employ third-party security experts to assess our systems. Data is also regularly backed up to prevent loss.
Contractual requirements that any service providers handling personal data implement robust security protections (as mentioned in the How We Share section). We choose providers who meet industry security certifications or standards.
Despite our efforts, no method of transmission over the internet or electronic storage is 100% secure. Therefore, while we strive to use commercially reasonable means to protect your personal information, we cannot guarantee absolute security of information. You should also take care with how you handle and disclose your personal information and avoid sending sensitive information through insecure channels. If we become aware of a data breach that affects your personal data, we will notify affected parties and regulators as required by law and will take immediate steps to mitigate the issue.
We retain personal information only as long as necessary to fulfill the purposes described in this policy or as required by law. Retention periods may vary depending on the type of data:
Call Recordings and Transcripts: By default, BailVoice retains call audio recordings and their transcripts for approximately 90 days. We chose this timeframe to allow bail bond businesses time to review calls and for us to utilize the data for training/improvement in a timely manner. After 90 days, recordings are typically deleted from our systems, unless a longer retention is requested by our client or required for legal reasons. For example, a bail bond company might ask us to retain a particular call record longer if it’s needed for a legal dispute or for their records. We will accommodate reasonable retention requests from our clients, or delete data sooner if the client or law requires.
Bail Bond Business Account Data: Information related to our business clients (subscribers), such as account details and contact information, is kept for as long as the business is using our service and for a reasonable period thereafter. If a bail bond company terminates their service with BailVoice, we generally will delete or anonymize the client’s data within a set period (for instance, within 90 days after service termination), except for data we are required to keep longer (e.g., for financial record-keeping, audits, or resolving disputes).
Caller Contact Information and Messages: If a caller provides contact info (like a phone number or email) during a call to receive a callback or a text link, that information is shared with the bail bond company and used for that intended purpose. We may store it along with the call record. If the call record is deleted after 90 days as noted, the associated contact info in that context will be deleted as well. If a caller signs up on our website or contacts us separately (outside of a call), we will retain that contact info until we have fulfilled the request or as needed for customer service, then delete it upon request or after a period of inactivity.
Website Usage Data: Analytics data collected via cookies or logs is typically retained for a shorter period (e.g., 1–2 years) in aggregate form to allow us to analyze site performance over time. Data that identifies a unique visitor is either deleted or anonymized (for example, we might anonymize IP addresses after a few months).
Legal Requirements: In certain cases, we may need to retain data for longer periods if required by law. For instance, we might keep records of transactions or communications for a certain number of years to comply with tax, accounting, or licensing obligations. Additionally, if we are aware of a potential legal claim or dispute relating to the data, we may retain relevant information until the issue is resolved.
Once the applicable retention period expires, we will securely delete or irreversibly anonymize personal information so that it can no longer be associated with an individual. If deletion is not immediately possible (for example, because the data is stored in backups), we will ensure it remains securely stored until it can be deleted. You may request deletion of your data sooner (see Your Rights below), and we will honor such requests to the extent possible and consistent with our legal obligations.
We respect your rights over your personal data. Depending on who you are (e.g., a bail bond client vs. a caller) and the laws that apply to your information, you may have one or more of the following rights:
Access and Portability: You have the right to request a copy of personal information we hold about you. For example, bail bond business clients can access and update their account information through our dashboard or by contacting us. Callers can request that we provide the information we have collected from their interactions (such as call transcripts). In certain jurisdictions, you may also have the right to request that we transfer (port) your information to another service provider, where technically feasible.
Correction: If you believe that any personal information we have is inaccurate or incomplete, you have the right to request a correction or update. Business account users can correct their information via their account settings or by reaching out to us. Callers who notice an error in the information they provided can ask the bail bond company or us to correct it. We will work with our client (the bail bond company) to make sure any inaccuracies in call records are addressed, although we rely on individuals to provide accurate information in the first place.
Deletion: You can request that we delete personal information we have collected about you. For instance, if you are a caller and you want your call recording/transcript or contact info removed from our systems, you can contact us (or the bail bond company you called) to request deletion. We will delete information we control, provided we do not have a legitimate business or legal reason to retain it. (If the information is controlled by the bail bond company, we may refer your request to that company and assist them as needed in fulfilling it.) Keep in mind, certain data may be exempt from deletion requests under law (for example, if we must keep it for legal compliance or if the data is anonymized). We will inform you if any such exemptions apply.
Opt-Out of Marketing Communications: If you have subscribed to any BailVoice newsletters or marketing emails, you can opt out at any time by using the unsubscribe link in those emails or contacting us directly. Once you opt out, we will stop sending you promotional communications. (Note: This opt-out does not apply to important transactional or service messages, such as billing notices or security alerts, which we will still send as needed to provide our services.)
Opt-Out of Data Sharing/Sale: As mentioned, we do not sell personal data. If you are a California resident and the CCPA applies, you have the right to direct us not to sell your personal information, but since we do not do so, this is not applicable. We also do not share your personal information for cross-context behavioral advertising. If that ever changes, we will provide a proper opt-out mechanism.
Automated Decision-Making: Our AI agent assists with call handling, but if you ever feel uncomfortable or do not want to be subject to an automated system, you have the right to request human intervention. During a call, you can say or press a number to be transferred to a live person (when available). We design our service such that important decisions (like approval of a bail bond) are not made solely by the AI – a licensed human agent makes those decisions. If any automated processing were to be used for a purpose that has legal effects, we would inform you and obtain consent or provide an opt-out.
Non-Discrimination: We will not discriminate against you for exercising any of your privacy rights. For example, if you request access or deletion of data, we will not deny you services or provide a lower quality of service because of that request. We treat all users and callers equally, regardless of whether they choose to exercise privacy rights afforded to them by law.
How to Exercise Your Rights: To make any request regarding your personal data, you may contact us using the contact information provided at the end of this policy. Please describe your request with sufficient detail so we can understand and respond. We may need to verify your identity before fulfilling certain requests (for instance, we might ask for confirmation from the email or phone number associated with the data, or other verification, to ensure we’re dealing with the correct person). For callers, because we often act as a service provider processing data on behalf of a bail bond company, we might coordinate with that company to fulfill your request. We will do our best to respond to legitimate requests within the timeframe required by law (typically 30 to 45 days, depending on the jurisdiction). If we need more time, we will let you know. There is no fee for making a request, unless it is excessive or unfounded, in which case we will explain the situation.
(Applicable primarily if you are in a jurisdiction that requires a legal basis for data processing, such as the EU or certain U.S. states.) BailVoice processes personal information under the following legal bases:
Consent: In many cases, we rely on your consent. For example, callers consent to the recording and processing of their call by continuing with the call after hearing the recording notice. If we send you an SMS follow-up, it’s because you consented during the call. Website visitors provide consent for optional cookies or for receiving marketing communications (you can withdraw consent at any time by adjusting your cookie settings or unsubscribing from emails).
Contract: We process personal data as necessary to perform our contract with our clients (bail bond businesses) and to provide the services you request. If you are a bail bond company client, our Terms of Service constitute a contract, and we must process your information (and your callers’ information on your behalf) to fulfill that contract. If you are a caller, we consider that you are implicitly requesting our service (answering the call on behalf of the bail bond company), so processing your info is necessary to deliver the help or information you are seeking.
Legal Obligation: We may process and retain data as required to comply with our legal obligations. For example, accounting laws may require us to keep billing records, or privacy laws may require that we honor opt-out requests and maintain certain documentation. If authorities lawfully require data (such as via a subpoena), processing that data is based on legal obligation.
Legitimate Interests: We process data as needed for our legitimate interests (or those of third parties) as long as those interests are not overridden by individuals’ data protection rights. Our legitimate interests include providing a safe and effective AI call service, improving and developing our technology, securing our platform, and supporting our business operations. For instance, it’s in our legitimate interest to analyze transcripts to improve our AI responses, or to use contact information to send service updates to our clients. When we rely on this basis, we ensure that our interest in using the data is balanced against any impact on your privacy. Where required by law, we will not use legitimate interest as a basis if consent or another basis is required instead.
If you have questions about the legal basis of how we handle your data, feel free to contact us. In any case, we will only collect and use personal information when we have a lawful reason to do so.
We strive to comply with all applicable privacy laws and regulations. Here are some key legal considerations relevant to our services:
Washington State Law: As a company based in Washington, we adhere to Washington’s consumer protection and privacy requirements. Washington is a two-party consent state for call recordings, which means everyone on a call must consent to being recorded. We comply with this by announcing call recording at the start of calls and proceeding only with consent (as detailed above). We also abide by Washington laws regarding data security and breach notification. In the event of a security breach involving personal data, we will follow Washington’s data breach notification law to inform affected individuals and authorities as required.
California Consumer Privacy Act (CCPA) and other State Laws: If you are a resident of California, you have specific rights under the CCPA (as amended by the CPRA). These include the right to know what personal information we collect, the right to request deletion, the right to opt out of the sale of personal info, and the right to non-discrimination, among others. This Privacy Policy is intended to provide the disclosures required by CCPA for our users and callers. As stated, we do not sell personal data. If CCPA applies to our activities, we will honor your CCPA rights – for example, by providing you access to your data or deleting it upon verifiable request. We extend similar courtesy to residents of other states with privacy laws (such as Colorado, Connecticut, Virginia, etc.), and will comply with those laws to the extent they apply to our operations. For instance, if you’re a resident of Virginia, you may have the right to appeal a decision we make about a privacy request, and we will provide that process if needed.
Telephone Consumer Protection Act (TCPA) and Do-Not-Call: We comply with the TCPA and related FCC regulations regarding automated calls and text messages. We do not make telemarketing calls to random individuals. The only outbound calls or texts our system might send are in response to a direct interaction or request (for example, a callback you requested, or a text with information you asked for during a call). If our service or a bail bond client uses automated dialing or AI voice messages to follow up with you, it will only be with your prior express consent. For instance, during a call, the AI might ask, “Can I send you a text with the address of the jail?” – it will only send that text if you say yes. We also abide by opt-out rules: any automated text we send will include instructions to opt out (e.g., replying “STOP” will prevent further messages), and any automated call will include a mechanism to opt out or speak to a live agent. Additionally, we honor the National Do-Not-Call Registry and will not make unsolicited marketing calls or texts to numbers on that list. Because our inbound call services are user-initiated, this is generally not an issue; we primarily handle calls that you, as a caller, choose to place to a bail bondsman. If BailVoice or our clients ever engage in broader outreach, we will ensure full compliance with telemarketing laws, quiet hours restrictions, and consent requirements to respect your communication preferences.
Other Laws: BailVoice also complies with other relevant laws such as the federal Gramm-Leach-Bliley Act (GLBA) and state laws if our services indirectly handle any financial information (for example, if we facilitate taking payment info from a caller to pay a bond, though we typically use third-party payment processors for that). We follow FTC guidelines on safeguarding personal information and aim to meet industry standards like the NIST cybersecurity framework for our operations. If we ever handle any health-related information (unlikely in the bail context), we would also consider laws like HIPAA or Washington’s “My Health My Data” Act, but our service is not intended to collect health data.
In summary, we are mindful of the patchwork of U.S. privacy laws and strive to operate in a manner that is compliant across the board. If you have specific questions about our legal compliance or how a particular law applies to your data, please contact us for more information.
Our website and services are not intended for children under the age of 16. We do not knowingly collect personal information from anyone under 16 years old. Given that our service deals with bail bonds, it is generally an adult subject matter. We expect that callers and users will be adults or acting with the involvement of adults (for example, a parent calling on behalf of an 18-year-old). If you are a parent or guardian and believe your child has provided personal information to us, please contact us immediately. If we discover that a child under 16 has inadvertently been recorded by our service or has provided us personal data, we will delete that information promptly from our records unless we are legally obligated to retain it.
Each bail bond business using our service is responsible for using it in compliance with laws like the Children’s Online Privacy Protection Act (COPPA) if applicable. For instance, they should not deliberately have the AI handle calls from children in a way that collects unnecessary personal details. If we do encounter personal information about a minor in a call (for example, if a minor’s name or age is mentioned as part of the bail situation), we treat it with the same high level of confidentiality and security as all other data.
We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or for other operational reasons. If we make material changes, we will notify our clients and/or post a prominent notice on our website or service interface. The “Last Updated” date at the top indicates when the latest changes were made. We encourage you to review this Policy periodically to stay informed about how we are protecting your information. If you continue to use our website or services after a change, it means you accept the updated Policy. For significant changes that affect how we handle personal data, we may seek additional consent if required by law.
If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal information, please do not hesitate to contact us:
BailVoice (Smitten, LLC)
Attn: Privacy Officer
Walla Walla County, Washington, USA
Email: legal@bailvoice.com
Phone: 877-417-3524
Mailing Address: 1014 Grandview Ave, College Place, WA (example address)
We will respond to your inquiries as soon as possible, typically within 30 days. Your privacy is important to us, and we welcome your feedback.
