Privacy Policy

1. Who we are

Right With You is a missed call text back service for New Zealand businesses. When you miss a call, we text the caller back on your behalf and hold a short conversation until you can pick it up.

In this policy, we, us and Right With You mean Kale Buchanan, trading as Right With You, a sole trader registered in New Zealand since 23 March 2020, NZBN 9429048030304, based in Waikato, New Zealand.

We are an agency under the Privacy Act 2020 and we handle personal information in line with the thirteen Information Privacy Principles in that Act.

2. Who this policy covers

Three different groups of people come into contact with us, and we treat their information differently.

• Visitors. Anyone who browses this website or gets in touch with us.
• Clients. Businesses that subscribe to Right With You, and the people who work at them.
• Callers. People who ring one of our clients, miss them, and receive a text back from us.

3. What we collect

From visitors

Only what you hand us. If you fill in the contact form we collect your name, email address, and optionally your phone number and business name, along with whatever you write in the message. If you book a call we collect the details you give the booking form.

This website itself sets no cookies, runs no analytics, and loads nothing from any third party until you ask it to. Our web server keeps standard access logs, which include IP addresses, for security and troubleshooting.

From clients

• Your name, business name, email address, phone number and business address.
• Your account login details, stored using one-way encryption so we cannot read your password.
• Billing information. We do not take card payments, so we never see or store a card number. Payment is by bank transfer, which means we see the account name and reference your bank sends with it.
• The information you give us to train your assistant: how you want it to talk, what it should ask for, what it is allowed to say, your prices if you choose to share them, and your contact whitelist.
• Records of your use of the service, such as how many texts you have sent and when.

From callers

• Your phone number, and the fact and time of your call.
• Any voicemail you leave, both the recording and a written transcript of it.
• The full content of the text conversation, including anything you tell the assistant such as your name, your address, or what you need done.
• We do not buy information about you from anybody.

4. Why we collect it, and what we do with it

We use personal information to:

• Text a caller back on behalf of the business they called, and hold that conversation.
• Show our client the call, the voicemail, the transcript and the live conversation.
• Set up, run, support and bill for the service.
• Improve how the service works and keep it secure.
• Answer you when you get in touch with us.
• Meet our legal obligations.

We do not use any of it for advertising without your permission, and we do not build profiles of people for marketing purposes.

5. The AI, and what it does with your conversation

Conversations are handled by an AI assistant trained specifically for the business you called. To generate each reply, the conversation so far is sent to our AI provider, which processes it in the United States and sends back a suggested reply. We use their commercial API directly, on terms that prevent them from using our data to train their models.

Your conversations are never used to train a public or shared AI model. Conversations and voicemail audio are only ever used, with our client's permission, to train and improve that client's own assistant. They are never used to train an assistant for any other business, and they are never handed to an AI provider for their own model training.

An AI can get things wrong. Our assistant is built to say that the team will be in touch rather than guess at an answer, but you should not rely on anything it says as a firm quote, a booking confirmation or professional advice until a person confirms it.

6. Who we share information with

We do not sell personal information, and we never will. We share it only in these situations.

• With our client. If you called a business and we texted you back, that business sees the conversation. That is the entire point of the service, and the business decides what happens with it after that.
• With the suppliers who run parts of the service for us. There are four, and we keep the list deliberately short: a messaging provider that sends and receives the text messages, an AI provider that generates the assistant's replies, a New Zealand hosting company whose Auckland servers the service runs on, and an email and calendar provider, so if you email us or book a call those details sit with them in the United States. Each of them is contractually bound to use the information only to provide their service to us, and none of them may use it for their own purposes. Section 7 sets out which country each one holds information in. We will tell any client who asks exactly who they are.
• Where the law requires it, or to protect someone's safety, or to enforce our Terms of Service.
• If the business is ever sold, in which case information would transfer with it and this policy would continue to apply until you were told otherwise.

7. Where your information is held

Your conversations are stored in New Zealand. The service runs on servers in Auckland, operated by a New Zealand hosting company, and that is where conversations, voicemails, transcripts and account records live. We chose a New Zealand host on purpose.

Three things cross a border, and we would rather tell you than let you find out.

• Text messages travel through Australia. Your texts are delivered over the New Zealand mobile networks, Spark, One NZ, 2degrees and Skinny, but our messaging provider is an Australian company, and its message logs sit on Australian systems.
• Conversation text goes to the United States to be read by the AI. To write each reply, the conversation so far is sent to our AI provider in the United States, and the reply comes straight back. Your name and phone number are not sent with it unless they appear in the conversation itself.
• Email and bookings sit in the United States. If you email us or book a call, that message or booking is held by our email and calendar provider on United States systems. This does not affect conversations, voicemails or transcripts, which stay in New Zealand.

Principle 12 of the Privacy Act requires us to satisfy ourselves, before information goes overseas, that it will be protected by safeguards comparable to New Zealand law. Australia's Privacy Act 1988 provides a comparable regime, and our agreements with each of these providers require them to protect the information and to use it only to deliver their service to us.

8. How long we keep it

• Conversations, voicemails and transcripts: for as long as our client's account is active, and then for 90 days after it closes, after which they are permanently deleted. That gives you time to change your mind or ask for an export, without us holding your customers' details longer than we need to.
• Client account and billing records: for seven years, which is what New Zealand tax law requires.
• Contact form and booking enquiries: for up to two years, unless you ask us to delete them sooner.
• Web server logs: for 90 days, then automatically deleted.

We do not keep personal information for longer than we need it. When we are done with it, it is deleted.

9. If you would rather not be texted

If you called a business and got a text back from us, it is because you rang them and they could not answer. You are not on a marketing list, and you will not be added to one.

You can stop the conversation at any time. Reply STOP, or simply say you would rather not continue, and the assistant will stop replying. Nobody is ever forced to talk to it, and the business you called can still get back to you the usual way. Replies are free.

If you want your information removed rather than just the conversation stopped, email us at kale@rightwithyou.co.nz and we will take care of it, and let the business know.

10. Keeping it safe

Information is held on access-controlled servers, encrypted in transit, with access limited to the people who need it to run the service. Passwords are stored using one-way encryption. We do not store payment card numbers.

No system is perfectly secure, and we will not pretend otherwise. If there is ever a privacy breach that is likely to cause serious harm, we will notify the people affected and the Office of the Privacy Commissioner, as the Privacy Act requires.

11. Your rights

Under the Privacy Act 2020 you can:

• Ask what we hold about you, and get a copy of it.
• Ask us to correct it if it is wrong.
• Ask us to delete it, where we are not required to keep it.
• Complain, if you think we have handled it badly.

Email kale@rightwithyou.co.nz and we will respond within twenty working days, which is the maximum the Act allows. Usually it will be a lot sooner. We may need to check who you are before we hand over information about you.

If you are a caller asking about a conversation with one of our clients, we will usually pass your request to that business, since the information is theirs. We will tell you when we do.

12. Cookies and tracking

This website sets no cookies. It runs no analytics, no advertising pixels and no third-party tracking of any kind. Nothing loads from another company's server unless you click the demo video, at which point YouTube loads in privacy-enhanced mode.

If that changes, this section changes with it, and we will say so here before it does.

13. Young people

Right With You is a tool for businesses. We do not market to children and no part of the service is aimed at them.

We cannot tell a person's age when they call a business, and we do not try to.

New Zealand's Privacy Act does not set an age limit on privacy rights. A young person has the same rights over their information as anyone else, including the right to ask what we hold and to ask us to delete it.

If you are a parent or guardian and you would rather we did not hold your child's information, email kale@rightwithyou.co.nz and we will delete it and let the business know.

14. Changes to this policy

We will update this page when the service changes, and the date at the top will tell you when that last happened. If a change materially affects our clients, we will email them about it rather than quietly editing the page.

15. Complaints

Come to us first. Email kale@rightwithyou.co.nz and we will work through it with you.

If you are not happy with how we handle it, you can complain to the Office of the Privacy Commissioner at privacy.org.nz, or on 0800 803 909. That right is yours regardless of what we say.

16. How to reach us

Email kale@rightwithyou.co.nz, or phone +64 27 225 5365. You will reach Kale Buchanan, who runs the business. There is no support queue.