Legal

Privacy policy

Last updated 2026-10-22

This policy explains what InboundHQ collects, why, who sees it and how long we keep it. It covers three groups of people: agents and agencies who use the Platform, consumers who call the numbers in our advertising ("callers"), and visitors to inboundhq.io. If you are a caller, section 12 is written for you.

1. Who we are

InboundHQ operates inboundhq.io and the agent portal at app.inboundhq.io. We route telephone calls placed by consumers to licensed life insurance agents. Questions about this policy go through our Contact us form.

2. What we collect from agents and agencies

  • Account details: your name, agency name, email, mobile number, password (stored hashed), National Producer Number, licensed states, the states and hours you turn on, and your acceptance of our terms with the time, IP address and device.
  • Payment details: handled by Stripe. We see the card type, last four digits, billing name and address, and the transactions; we never see or store your full card number.
  • Usage: your online and offline times, the calls routed to you, connected durations, charges and credits, disputes you file and their outcomes, training results, and what you do in the portal.
  • Recordings and transcripts of the calls you take, described in section 6.
  • Support messages: tickets, emails and attachments you send us.
  • Device and log data: IP address, browser, operating system, pages viewed, timestamps and error logs, collected automatically when you use the site or the portal.

3. What we collect from callers

When a consumer dials one of our advertised numbers we receive the caller's phone number, the number they dialed, the time, their state, and whether the call connected and for how long. Every connected call is recorded and transcribed, so we also hold whatever the caller says on the call, which can include their name, address, date of birth, health conditions, insurance details and financial information. We do not ask callers for more than the call needs.

4. What we collect from website visitors

If you fill in a form on inboundhq.io we collect what you type: name, email, agency, states and your message. Our site uses cookies and similar tools for analytics (Google Analytics) and advertising measurement (the Meta pixel), which collect your IP address, device, pages viewed and the ad that brought you here. The "Do Not Sell or Share My Personal Information" link in the footer lets you switch them off for your browser. You can also block cookies in your browser settings; the site still works.

5. Why we use it

  • to route each call to one online agent licensed in the caller's state;
  • to bill billable calls, run the wallet and the seat subscription, and send receipts;
  • to review disputes and chargebacks;
  • to check licensing, prevent fraud and abuse, and keep the Platform secure;
  • to monitor call quality, script adherence and compliance with insurance and telemarketing rules;
  • to train and coach agents and to support you when you contact us;
  • to measure and improve the site, the portal and our advertising;
  • to meet legal obligations and respond to lawful requests;
  • to enforce our terms.

6. Recording and transcription

Every call through the Platform is recorded, both sides, after a notice plays to the caller. Recordings are transcribed, and automated tools, including artificial intelligence, produce transcripts, summaries, quality scores and compliance flags. These outputs are used for billing, dispute review, quality, training, compliance and security. They are not used to make automated decisions with legal effect on a caller. Automated output can be wrong, and a person reviews disputes and compliance findings.

7. Who we share it with

  • The agent who takes the call sees the caller's number, state, recording and transcript for that call, and may use them only for that call and the resulting insurance transaction.
  • Agency owners see the calls, charges and disputes of agents under their account.
  • Service providers that process data for us under contract: Stripe (payments), Telnyx (phone numbers and the softphone), our call-routing and recording platform, Google Workspace (email), Zoho Desk (support tickets), Lovable and Supabase (hosting and database), GoHighLevel (agent communications), Quo (our business phone line), Google Analytics and Meta (site measurement), and transcription and analysis providers. They may use the data only to provide their service to us.
  • Publishers whose advertising produced a call receive call counts, durations and outcomes needed to reconcile payment, not recordings or caller details beyond what their own systems already captured.
  • Legal and safety: regulators, carriers, courts, law enforcement, payment processors or banks when the law requires it, to respond to a complaint, chargeback, subpoena or investigation, or to protect callers, agents or InboundHQ.
  • Business transfers: a buyer or successor if InboundHQ is sold, merged or reorganized, under this policy.

We do not sell personal information, and we do not share it for cross-context behavioral advertising.

8. How long we keep it

  • Call recordings, transcripts and call records: 12 months. Calls under dispute, complaint, chargeback or legal hold: 24 months, or longer while the matter is open.
  • Agent account data: while the account is open and 12 months after it closes.
  • Billing and tax records: 7 years, as the law requires.
  • Support tickets: 24 months.
  • Website analytics: up to 26 months.

We delete or anonymize data when these periods end, unless we must keep it for a legal matter.

9. Security

We use encryption in transit and at rest, access controls so staff see only what their job needs, logging, and vetted providers. No system is perfectly secure. If we learn of a breach affecting your personal information we will notify you as the law requires. Tell us through our Contact us form if you suspect your account or any caller data has been accessed without permission.

10. Your choices

  • Access, correction, deletion: send a request through our Contact us form and we will confirm your identity and respond within 45 days. Some records must be kept for billing, disputes or the law even after an account closes.
  • Marketing: every marketing email has an unsubscribe link. Account and billing messages continue while you hold an account.
  • Cookies: block or clear them in your browser settings.
  • Texas residents: under the Texas Data Privacy and Security Act you may confirm whether we process your data, access it, correct it, delete it, get a copy, and opt out of targeted advertising or sale. Email the address above; if we refuse, you may appeal by replying to our decision, and you may contact the Texas Attorney General.
  • California residents: you have the rights to know, delete, correct, and opt out of sale or sharing, and not to be discriminated against for using them. We do not sell or share personal information as those terms are defined in California law. Email the address above or have an authorized agent do so with proof of authority.
  • Other states: if your state gives you similar rights, use the same address and we will honor them.

11. Children

The Platform is for licensed insurance professionals and is not directed to anyone under 18. We do not knowingly collect information from children, and we delete it if we learn we have.

12. If you called one of our numbers

You dialed a number from an advertisement for final expense or burial insurance. Your call was recorded after a notice, and routed to one licensed agent in your state. That agent and InboundHQ hold the recording and a transcript for the periods in section 8. You can ask us to delete your recording and records, ask what we hold, or tell us not to contact you again by sending a request through our Contact us form with the number you called from and the approximate time of the call. We will confirm by email. The agent you spoke with is a separate business and is responsible for their own use of what you told them.

13. Changes to this policy

We may update this policy and will change the date at the top when we do. For material changes we will email agents or post a notice in the portal. Continued use after the new date means you accept the updated policy.

14. Contact

InboundHQ
Contact us