Privacy policy

Who we are

Callinzo is run by Callinzo (callinzo.com), registered at 704, 7th Floor, Palm Court, MG Road, Sector 16, Gurugram, Haryana 122007, India. Where this policy says we, it means that company. You can reach us at [email protected].

This policy covers the receptionist service a practice runs on its phone line, the dashboard its staff use, and this website.

Two roles

For calls answered on a practice's line, the practice is the covered entity and we are its business associate: we handle information on the practice's instructions, under a Business Associate Agreement signed at onboarding. This policy describes how. The practice's own notice of privacy practices governs what the practice does with it.

What a call leaves behind

We keep as little as the service can work with.

• Who called: the name, date of birth and callback number the caller gave, matched to the practice's patient list.
• Why: the intent, the answers to the practice's screening questions, and the outcome, in a summary.
• What was done: bookings, tasks and pages, with the time and the person who handled them.
• The transcript, kept, redacted or discarded according to the practice's policy.
• A recording, only where the practice has turned recording on and the caller was told.
• Meters: the minutes of the call and the vendor usage that made it, for the practice's bill.

Text messages

Confirmations carry the visit, not the reason for it. Escalations text the on-call clinician a secure, expiring link to the summary; the summary itself stays on the platform. We never put medical details in a text message.

Who can see it

The practice's staff, by role: front desk, on-call, manager and reviewer see only what their role needs, after signing in with an email code and a second factor. Every read of a transcript is written to an audit log with who, when and which call. Our own engineers see records only to fix a fault, and that access is logged too.

Speech and language vendors

Call audio is turned into text, and replies into speech, by hosted speech vendors under agreements that cover this use. Audio is processed for the call and not kept by those vendors for their own purposes. Additional languages, when a practice enables them, use a separate vendor under the same terms.

Learning

The receptionist improves by review. Real calls join its learning set only after de-identification to the Safe Harbor standard, and only for practices that have allowed it in writing. Learning records are kept for 365 days in a store for the practice's region, and a record is erased on request. Nothing changes in the receptionist's behaviour without a person applying it.

Retention and erasure

Call records are kept for the period the practice sets. Recordings and transcripts follow the practice's policy and can be discarded at the end of the call. A practice can ask us to erase a call, a caller's learning records, or a whole practice, and we do so within seven days except where the law requires a record to be kept.

Security

Data is encrypted in transit and at rest. Production systems refuse to run without that encryption configured. Staff sessions use a first-party cookie and a second factor. Internal routes between our services are signed.

This website

Every page of callinzo.com, the dashboard included, loads Google Analytics 4 to count visits and see which pages are read. It sets Google's _ga cookies, which hold a random identifier and no name, and sends the page address, the device type and a coarse location to Google; Google Analytics 4 does not store IP addresses. Dashboard page addresses carry record identifiers, never a name or a phone number. We run no advertising and share nothing with anyone else. The dashboard also sets one cookie, to keep a signed-in member of staff signed in.

The contact form

What you send through the contact form (your name, work email, practice, role and message, and the page you sent it from) is stored with our hosting provider, Cloudflare, for up to a year and emailed to our team so we can reply. It is not used for advertising and not shared with anyone else. Please leave out patient details; to have yours deleted, write to [email protected].

Questions and complaints

Write to Dr. Priya Madan at [email protected]. We acknowledge within 24 hours and aim to resolve within 15 days.

Changes

If this policy changes in a way that affects a practice or its callers, we will tell the practice before the change takes effect. This version is dated 30 September 2026.