Privacy Policy

Effective date: 05/14/2026 · Last updated: 2026-05-14

This policy explains what Pronto collects, why, who it’s shared with, how long it’s kept, and what rights you have. If anything here is unclear, write to privacy@pronto.help.

1. Who we are

Pronto is operated by Pronto AI LLC. We’re the “data controller” for the data described below — meaning we decide what gets collected and why. The mailing address is Pronto AI LLC, 971 US Highway 202N, Ste N, Branchburg, New Jersey 08876.

2. What we collect

From subscribers (the buyer)

• Your name and email address.
• Payment information — handled by Stripe. We don’t see or store your card number; Stripe gives us a customer ID and the last four digits for receipts.
• Your phone number, used to authorize calls from your number to the help line.
• Account-access metadata: timestamp, source IP address, and browser identifier when you request a sign-in code.

From callers (people who dial the help line)

• Your phone number (caller ID).
• An audio recording of the call. The agent says aloud at the start of every call that the call may be recorded.
• A text transcript of what was said.
• An auto-generated short summary of the call (issue, device, outcome).
• Language preference (English, Spanish, Russian, etc., based on the first turns).
• Device or product names you mentioned (so the agent can pick up where you left off if you call again).

Automatically

• Operational logs (when calls connected, how long they lasted, what the agent searched for, error events).
• For the operator dashboard: operator login times, IP, browser, and every administrative action they take.

We do notsell your data. Please don’t share passwords, full Social Security numbers, two-factor codes, or complete credit-card numbers on a call — Pronto doesn’t need them to help you.

3. How we use it

• To deliver the service:route calls, generate the agent’s replies, search vendor documentation, send post-call summaries via email/SMS where applicable.
• To bill and process payments: through Stripe — charging your prepaid credit, processing top-ups and auto-reloads. To contact you about your account, payments, or service changes.
• To improve the agent: we read transcripts and listen to recordings to fix bad answers and tune behavior. We do not sell or license your data to third parties for their own marketing.
• For safety and fraud prevention: rate-limiting, blocking abusive callers, identifying scam attempts, complying with legal process.
• For accounting and compliance: tax records, chargeback handling, audit logs.

4. Who we share it with

We rely on a handful of carefully-selected service providers (“subprocessors”) to deliver the service. Each one only sees the slice of data they need to do their job:

• Retell AI — runs the voice infrastructure (audio, turn-taking). Audio passes through their network. Retell uses third-party speech-to-text and text-to-speech vendors (Deepgram and ElevenLabs) for that.
• Anthropic— provides the Claude language model that powers the agent’s replies and post-call summaries. Transcript contents are sent to Anthropic in real time during the call.
• Exa — runs the web-search tool the agent uses to find vendor support pages. Search queries (the question being researched) are sent there; full transcripts are not.
• Stripe — handles billing. Sees your name, email, billing address, and card information.
• Resend — delivers our transactional emails (sign-in codes, receipts). Sees email address and message contents.
• Twilio — delivers the text messages the agent sends during a call (e.g. official password-reset links). Sees the recipient phone number and message contents.
• Google Cloud (GCP) — stores call audio recordings (auto-deleted after 90 days) and authenticates operator dashboard sign-ins.
• Neon — hosts our database (subscriber records, transcripts, etc.) on AWS.
• Fly.io — runs our application servers.

We may also disclose information when required by law, to enforce our Terms, to protect the rights or safety of users or the public, or in connection with a corporate transaction (sale, merger, etc.) — in which case we’d notify you in advance.

5. Text messaging (SMS)

If you provide a mobile number and opt in at sign-up, Pronto sends automated text messages related to your support calls — links to official password-reset pages, and account or billing notices.

• Message frequency varies by usage — you receive a text only when a call or an account event calls for one.
• Message and data rates may apply, depending on your mobile carrier and plan.
• Reply STOP to any message to opt out at any time, or HELP for assistance.
• We do not sell or share your mobile phone number or your SMS consent / opt-in data with third parties or affiliates for their own marketing or promotional purposes. Your number is shared only with the messaging provider strictly necessary to deliver the texts you asked for (Twilio — see “Who we share it with” above).

6. How long we keep it

• Call recordings — automatically deleted from cloud storage 90 days after the call.
• Transcripts and summaries — retained while your account is open. On account closure or on request, sensitive content is scrubbed (we keep call duration and cost for accounting, but the transcript and summary are deleted).
• Account records — kept while your account is open and for the period needed to satisfy tax and accounting rules in your jurisdiction. On a deletion request we hard-delete the record except where law requires retention.
• Email sign-in codes — purged within 30 days.
• Operator audit logs — kept for two years for compliance.
• Web-search results cache — 7 days.

7. Your rights and choices

Depending on where you live, you have rights to access, correct, delete, or port your data, and to object to or restrict certain uses. We honor these requests for everyone, regardless of jurisdiction:

• Access (export): from your account page, request a JSON export of all the data we hold about you. We’ll send it after you confirm with the one-time email code.
• Deletion: from the same page, request account deletion. We close your account, stop any auto-reload, delete subscriber and caller records, scrub transcripts, and delete recordings. This is irreversible.
• Correction: email privacy@pronto.help with what’s wrong; we’ll fix it.
• Object / restrict: email privacy@pronto.help with details. For the foreseeable use cases (delivering the service, billing) we’ll either honor the request or explain why we can’t.

We don’t use the data for automated decision-making with legal effects, and we don’t sell or share it for cross-context behavioral advertising.

8. Security

We use industry-standard practices: TLS in transit, encryption at rest, isolated production credentials, audit logging on all operator-side mutations, IP allow-listing on internal tools, and multi-factor authentication for staff. No system is perfectly secure; if we ever discover a breach affecting you, we’ll notify you consistent with applicable law.

9. Children’s privacy

Pronto is for adults. We don’t knowingly collect data from anyone under 13. If you believe a child has used the service, write to privacy@pronto.helpand we’ll delete the data.

10. Changes to this policy

We’ll update the “Last updated” date at the top whenever this changes. For material changes (new categories of data, new sharing, reduced rights) we’ll email subscribers at least 30 days in advance.

11. Contact

For privacy questions, deletion requests, or anything else covered by this policy:

Email: privacy@pronto.help
Mail:
Pronto AI LLC
971 US Highway 202N, Ste N
Branchburg, New Jersey 08876