Privacy Policy

This Privacy Policy explains how Pro Assist Global Inc. ("Pro Assist," "we," "us") collects, uses, shares, and protects personal information when you visit theproassist.com, contact us, use our client or reception dashboards, or speak with our receptionists. It applies to three groups of people: visitors and prospects, our clients and their team members, and people who call or are called by our receptionists on behalf of our clients ("callers").

1. Our role

For information about visitors, prospects, and clients, we decide how the information is used. For information about callers that we handle for a client, such as call recordings and messages, we act on the client's behalf as its service provider (sometimes called a "processor"), and the client decides what is collected and why.

If you are a caller and want to use a privacy right about a call, you can contact us or the business you called. We will help send your request to the right place.

We link to this policy from the footer of every page of the Site and from the sign-in pages of the Dashboards.

2. Information we collect

• Inquiry details. When you use our Get Started form, or ask for a PDF plan from one of our free tools, we collect your name, business name, email address, phone number, industry, team size, best time to call, your message, and whether you agreed to text messages. For a free tool, we also receive a short summary of your result, such as the hours you could hand over. If you book a call through TidyCal, TidyCal collects the details you give it and shares them with us.
• Client account and setup information. Business details, greetings, FAQs, call routing and appointment rules, billing contact and address, and the name and title of your authorized signer. For Dashboards: usernames, passwords (stored in scrambled, hashed form), roles, and activity within the Dashboards.
• Call and message information. Because we record every call our receptionists handle, this includes the caller's phone number and name if given, audio recordings, transcripts, voicemails, text messages, receptionist notes and messages, appointment details, and the date, time, and length of calls. It also includes whatever callers choose to say, which can include sensitive details.
• Payment information. Clients pay by ACH transfer. We receive payment confirmations and billing details. We do not ask for or store your bank login details or card numbers.
• Technical information. Your IP address, browser type, device, the pages you view, and the times you view them, collected through server logs and the cookies described below.
• Business contact details from other sources. When we contact businesses about our services, we may use business contact details from public sources, such as business listings and websites, and from data providers.

3. How we use information

• to answer and place calls, take messages, book appointments, and route calls as our clients direct;
• to respond to inquiries, schedule consultations, and follow up on what you asked about;
• to set up, run, bill, and support client accounts and Dashboards;
• to check accuracy, train and review our team, and resolve disputes about what was said, using call recordings;
• to keep the Services secure and to prevent fraud and abuse;
• to improve the Services, using information that has been combined and stripped of anything that identifies a person;
• to contact prospects about our services, by phone and email, and by text message only if you agreed to texts;
• to follow the law and enforce our Terms.

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

4. Text messages

If you agree to text messages on our Get Started form, we use your mobile number to send texts about your inquiry. Message frequency varies, and message and data rates may apply. Reply STOP to stop and HELP for help. Your mobile number and your text-message consent will not be shared with third parties or affiliates for their marketing or promotional purposes. We keep a record of when and how you agreed, and of any opt-out, so we can respect your choices. Details are in our SMS Terms.

5. How we share information

• With our clients. Information about calls handled for a client is shared with that client and the people it authorizes to use its Dashboards.
• With service providers. Companies that help us run the Services, such as website hosting, email and productivity tools (including Google), scheduling (TidyCal), phone and call-recording providers, speech-to-text and other automated tools, and banks. They may use the information only to provide services to us, under contract.
• For legal reasons. To follow the law, respond to valid legal requests, protect rights, safety, and security, or enforce our agreements.
• In a business change. If we merge with, are acquired by, or sell assets to another company, information may transfer as part of that deal.
• With your consent, or at your direction.

We do not sell personal information, and we do not allow our service providers to use call content for their own advertising.

6. Call recordings

We record every call our receptionists answer or place, and callers are told at the start. Recordings and transcripts are kept for up to 12 months unless the client asks us in writing for a different period or we must keep them for a legal reason. Our Call Recording Notice explains who can access them and how to ask us to delete one.

7. Cookies and similar tools

We use very few:

• Sign-in cookie. The Dashboards use a session cookie that keeps you signed in. It is sent only over secure connections and expires after a limited time.
• Scheduling widget. Pages where you can book a call include the TidyCal widget, which may set its own cookies. TidyCal's privacy policy applies to those.
• Website host. Our website host may collect basic traffic information through scripts it adds to our pages.

We do not use advertising cookies, and we do not run analytics or advertising pixels that follow you across other websites. You can block or delete cookies in your browser settings, but the Dashboards need the sign-in cookie to work. We do not add session-replay tools, chat widgets, or advertising pixels to our Site. If your browser sends an opt-out preference signal such as Global Privacy Control, we treat it as a request to opt out of any sale or sharing of your information, even though we do not sell or share it. Because we do not track you across sites, we do not respond to "Do Not Track" signals. Please do not type passwords, Social Security numbers, or financial or health information into the contact form or any other free-text field on the Site.

8. How long we keep information

• Inquiries and prospects: while we are in contact with you, and for up to 24 months after our last contact unless you become a client.
• Client account records: for the life of the account, and afterwards for as long as tax, accounting, and legal rules require.
• Call recordings, transcripts, and messages: up to 12 months, unless a client asks for a different period in writing or we must keep them for a legal reason.
• Website server logs: a short time, for security and troubleshooting.
• Text consent and opt-out records: at least four years, so we can show that we honored your choices.

When the time is up, we delete the information or strip it of anything that identifies a person.

9. How we protect information

We use safeguards that fit the information, including encrypted connections (HTTPS), hashed passwords, role-based access so people see only what they need, storage of private data outside public web folders, and limiting access to team members who need it. No system is completely secure. If a breach affects your information, we will notify you and regulators as the law requires.

10. International transfers

Pro Assist is a United States company, and our receptionist team works from Guatemala. Information may be accessed from and stored in the United States and Guatemala, and in other countries where our service providers operate. Those countries may have different privacy laws than yours. We use contracts and safeguards to protect information when it moves. By using the Services, you understand this.

Our Services are intended for businesses in the United States. They are not directed to people in the European Economic Area or the United Kingdom. If you contact us from another country, your information will be handled in the United States and Guatemala as this policy describes.

11. Your choices and rights

• Stop texts, emails, or calls. Reply STOP to a text, use the unsubscribe link in an email, or tell us at weare@theproassist.com or (312) 675-2985 that you do not want to be contacted. We will add you to our Do Not Contact list.
• Your rights. You may ask us to tell you what personal information we hold about you, give you a copy, correct it, or delete it. You may also ask us to limit certain uses. You may appeal a decision on your request.
• How to ask. Email weare@theproassist.com with the subject "Privacy request," or call (312) 675-2985. We may need to confirm who you are. We respond within 45 days, and tell you if we need more time. You may use an authorized agent.
• Information handled for a client. If your request is about a call we handled for a client, we may need to send it to the client, because the client decides how that information is used.
• Account details. If you use the Dashboards, you can ask us, or the person who administers your account, to correct your details.
• No unfair treatment. We will not treat you differently for using your privacy rights.

12. State privacy rights

California residents can find more in our California Privacy Notice, which is also our notice at collection. Residents of California, Colorado, Connecticut, Virginia, Texas, Oregon, and other states with privacy laws have the rights above, and in some cases more. In the past 12 months, we collected the following kinds of personal information, from you, our clients, public sources, and our service providers, for the purposes in this policy:

• identifiers, such as name, email address, phone number, and IP address;
• business and professional information, such as business name, industry, and title;
• commercial information, such as the plan you chose and billing records;
• audio and electronic information, such as call recordings, transcripts, and voicemails;
• internet and device information, such as pages viewed and browser type;
• sensitive information, only if a caller chooses to say it on a call. We do not use it for anything beyond providing the Services.

We disclosed these kinds of information to the clients and service providers described above. We did not sell personal information or share it for cross-context behavioral advertising. California's "Shine the Light" law lets California residents ask which personal information we share with third parties for their direct marketing. We do not share it for that purpose.

Where your state's law gives them, you also have the right to ask for a portable copy of your information, and to opt out of targeted advertising, the sale of your information, and profiling that has significant effects on you. We do not do any of those things. You may use an authorized agent as the law allows, and we may confirm your identity before we act.

13. Appealing a decision

If you live in a state that gives you a right to appeal and we decline to act on your privacy request, you may appeal. Email weare@theproassist.com with the subject "Privacy appeal" and tell us which request you mean. We will answer in writing within the time your state's law requires, and in any case within 60 days, and explain our reasons. If we deny the appeal, you may contact your state attorney general.

14. Nevada residents

Nevada law lets residents opt out of the sale of certain personal information. We do not sell covered information as Nevada law defines it. You may still send an opt-out request to weare@theproassist.com with the subject "Nevada opt-out request."

15. Sensitive information

Our Services are not designed for protected health information or payment card data. Please do not ask callers to give them to us unless we have agreed in writing. We are not a HIPAA business associate unless we sign a written agreement that says so.

We do not collect or use biometric identifiers, such as voiceprints or face scans, to identify anyone. We do not use our recordings for voice identification.

16. Children

The Services are for businesses and are not directed to anyone under 18. We do not knowingly collect information from children. If you believe we have, contact us and we will delete it. We do not sell or share the personal information of anyone we know to be under 18.

17. Links to other sites

Our Site links to other websites, such as TidyCal. We do not control them and are not responsible for their privacy practices. Read their policies.

18. Changes and contact

We may update this policy and will post the new version with a new "Last updated" date. For material changes, we will also notify clients by email. Related documents: our Terms of Service, California Privacy Notice, SMS Terms, and Call Recording Notice.

Pro Assist Global Inc., 5830 E 2nd St, Ste 7000 #38965, Casper, Wyoming 82609, USA. Questions or privacy requests can be sent to weare@theproassist.com or by calling (312) 675-2985.