Privacy Policy

This policy covers three groups of people: visitors to our website, businesses that sign up for a GENA account (“customers”), and people who call a phone number answered by GENA (“callers”). Callers are typically customers of our customers, not our customers directly — section 5 explains how their information is handled.

From website visitors

Standard technical information such as pages visited and general usage analytics, and any information you submit voluntarily through a form on the site (for example, your name, email, business name, phone number, and message, if you contact us).

From customers

Account and billing details (business name, contact name, email, phone number), the business information you provide for GENA to use on calls (opening hours, services, service area, escalation instructions, and similar operating details), and payment information, which is collected and processed directly by our payment provider — we do not store full card details ourselves.

From calls GENA answers

When GENA answers a call on behalf of a customer business, we process the caller's phone number, anything the caller says during the call, and a transcription and/or recording of the call, along with a summary generated from it (name, callback details, what they need, and urgency). This information is used to deliver the service — passing the enquiry to the customer business — and is stored so the customer business can review it.

• To operate the GENA service, including answering calls and delivering call summaries to customers.
• To manage customer accounts, billing, and subscriptions.
• To respond to enquiries submitted through the website or by phone.
• To maintain, secure, and improve the reliability of the service.
• To meet legal, tax, and regulatory obligations.

We do not sell personal information, and we do not use caller or customer data to train models for use outside that customer's own account.

GENA relies on third-party providers to deliver the service, including telephony/call-routing providers, AI/voice-processing providers, our hosting infrastructure, our payment processor, and email-delivery providers. These providers process information strictly on our behalf, to the extent necessary to provide their part of the service (for example, connecting and transcribing a phone call, or processing a subscription payment). We choose providers that maintain appropriate security and confidentiality standards.

If GENA answers a call on behalf of a business, the caller's information is collected and used to deliver that call to the business, in the same way an answering service or human receptionist would handle it. The business GENA answers for is responsible for how it subsequently uses the information it receives from a call, in the same way it would be responsible for information taken by any receptionist or answering service.

We retain call transcripts, recordings, and summaries, along with account and business information, for as long as an account is active and for a reasonable period afterward to meet legal, billing, and dispute-resolution needs. Customers can request deletion of their account data by contacting us; some information may be retained where we are required to by law (for example, billing records).

We take reasonable technical and organizational measures to protect information against unauthorized access, loss, or misuse, including restricting access to customer and call data to what is needed to operate the service. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

You can ask us what information we hold about you, request a copy of it, or ask us to correct or delete it, by contacting us at support@getgena.co. Depending on where you're located, you may have additional rights under local privacy law; we will honor requests to the extent required.

GENA is a business tool and is not directed at, or knowingly used to collect information from, children.

We may update this policy from time to time as the service changes. We'll update the “last updated” date above when we do, and material changes will be communicated to customers directly where appropriate.

Questions about this policy or how your information is handled can be sent to support@getgena.co.