1. Introduction
Hawthorn LLC ("we," "us," "our," or "the Company") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at hawthornllc.cc, use our product CoCallers at cocallers.com, or interact with our AI receptionist service via telephone.
CoCallers is a Doing Business As (DBA) name of Hawthorn LLC. All references to "CoCallers" in this policy refer to Hawthorn LLC operating under that trade name. This policy applies to all products and services operated by Hawthorn LLC.
2. Information We Collect
2.1 Information You Provide
We may collect information that you voluntarily provide when you:
- Contact us via our contact form, email, or phone — including your name, email address, phone number, company name, and message content.
- Sign up for CoCallers — including business name, contact details, billing information, and phone number configuration preferences.
- Book a demo — including your name, email, phone, and preferred time.
- Use our AI receptionist — call recordings, transcripts, and customer data you enter into the platform (CRM contacts, job details, calendar appointments).
2.2 Information Collected Automatically
When you visit our websites, we automatically collect:
- Device & browser information: IP address, browser type, operating system, screen resolution.
- Usage data: pages visited, time on page, referring URLs, click patterns.
- Cookies & similar technologies: see Section 5 below.
2.3 Call Data
When a call is placed to or from a CoCallers-powered phone number, we process:
- Caller phone number and call metadata (time, duration, outcome).
- Call audio recordings and AI-generated transcripts (for customers on plans that include this feature).
- Conversation content processed by our AI for the purpose of answering, routing, and booking.
Call recording and processing is conducted with the consent of the account holder. It is the account holder's responsibility to comply with applicable state and federal call-recording consent laws (one-party or two-party consent).
3. How We Use Your Information
We use the information we collect to:
- Provide, operate, and maintain our products and services (CoCallers AI receptionist, CRM, scheduling, invoicing).
- Process transactions and send related information, including confirmations and invoices.
- Respond to your comments, questions, and customer service requests.
- Send you technical notices, updates, security alerts, and support messages.
- Improve our AI models, product features, and user experience.
- Monitor and analyze trends, usage, and activities in connection with our service.
- Detect, investigate, and prevent fraudulent transactions and other illegal activities.
- Comply with legal obligations.
4. Information Sharing
We do not sell your personal information. We may share your information in the following limited circumstances:
- Service Providers: With third-party vendors who provide services on our behalf (e.g., telephony providers, cloud hosting, payment processing, AI/ML APIs). These vendors are contractually obligated to protect your data and use it only to provide the services we've requested.
- Legal Compliance: If required by law, court order, or government regulation, or if we believe in good faith that disclosure is necessary to protect our rights, your safety, or the safety of others.
- Business Transfers: In connection with a merger, acquisition, reorganization, or sale of all or part of our assets.
- Consent: With your explicit consent.
5. Cookies & Tracking Technologies
We use cookies and similar tracking technologies (web beacons, pixels) to track activity on our websites and store certain information. Cookies are files with a small amount of data that may include an anonymous unique identifier.
We use the following types of cookies:
- Essential cookies: Required for the website to function correctly.
- Analytics cookies: Help us understand how visitors interact with the site (e.g., Google Analytics).
- Advertising cookies: Used to deliver relevant ads on third-party platforms (e.g., Google Ads, Meta, TikTok).
You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our service.
6. Third-Party Services
Our services integrate with and rely on the following third-party providers, each of which has its own privacy policy:
- Telephony: Twilio, or similar carriers for call routing and SMS.
- AI / Voice Processing: Providers including OpenAI, Google, and ElevenLabs for speech-to-text, text-to-speech, and language model inference.
- Payments: Stripe for payment processing. We do not store full card numbers on our servers.
- Property Management: AppFolio (for Business plan integrations).
- Cloud Hosting: Cloud infrastructure providers for application hosting and data storage.
- Analytics & Advertising: Google Analytics, Google Ads, Meta (Facebook) Pixel, TikTok Pixel.
These third parties may collect and process data subject to their own privacy policies. We encourage you to review those policies.
7. Data Security
We use administrative, technical, and physical security measures to help protect your personal information. While we have taken reasonable steps to secure the personal information you provide to us, please be aware that despite our efforts, no security measures are perfect or impenetrable, and no method of data transmission can be guaranteed against any interception or other type of misuse.
Measures we implement include:
- Encryption of data in transit (TLS/HTTPS) and at rest.
- Access controls limiting data access to authorized personnel only.
- Regular security reviews and infrastructure updates.
- PCI-DSS compliant payment processing via Stripe (we never store raw card data).
8. Data Retention
We retain your information for as long as your account is active or as needed to provide you services. We will retain and use your information to the extent necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
- Account data: Retained for the life of your account; deleted within 90 days of account closure.
- Call recordings & transcripts: Retained per your plan and settings; deletable on request.
- Website analytics: Aggregated and retained per our analytics provider's policies.
- Billing records: Retained as required by tax and financial regulations (typically 7 years).
9. Your Rights
Depending on your location, you may have the following rights regarding your personal information:
- Right to Access: Request a copy of the personal information we hold about you.
- Right to Rectification: Request correction of inaccurate or incomplete data.
- Right to Deletion: Request that we delete your personal information (subject to legal exceptions).
- Right to Opt-Out: Opt out of the sale or sharing of your personal information, and opt out of targeted advertising.
- Right to Limit: Request that we limit the use of your sensitive personal information.
- Right to Data Portability: Receive your data in a structured, machine-readable format.
To exercise any of these rights, please contact us at support@cocallers.com or call (669) 222-2261. We will respond to your request within 30 days.
If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA). You may designate an authorized agent to make requests on your behalf.
Residents of other U.S. states with comprehensive privacy laws (e.g., Virginia, Colorado, Connecticut, Utah) have similar rights under their respective state laws.
10. Children's Privacy
Our services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us and we will take steps to delete such information.
11. Changes to This Policy
We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date at the top. You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.
If you have questions or comments about this Privacy Policy, please contact us: