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Privacy Policy

Privacy Policy

Heidelberg Haus Privacy Policy

Effective Date: January 1st 2026

1. Introduction

Heidelberg Haus("we," "us," or "our") respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, and disclose your information when you interact with our business, with a specific focus on our telephone, voicemail, and SMS communication channels.

2. Information We Collect via Our Phone System

When you communicate with us via telephone or text message, we utilize a third-party telecommunications provider to facilitate our communications. Through this system, we may collect the following information:

  • Telephonic Data: Caller ID information, phone numbers, call duration, routing data, and the date and time of the call.
  • Audio Recordings: Voice recordings of incoming and outgoing calls (where permitted and disclosed).
  • Transcriptions and Voicemails: Voicemail messages and text-based transcriptions of calls and voicemails.
  • SMS/MMS Data: The content of text messages sent to and from our business lines.

3. Call Recording and AI Transcription

To ensure quality assurance, provide accurate customer support, and maintain business records, we may record and transcribe our telephone conversations.

    • Automated Processing: Our communications provider may employ automated systems, machine learning, or artificial intelligence (AI) to generate voice-to-text transcriptions of calls and voicemails.
    • Consent: Depending on your jurisdiction, you will be notified at the beginning of a call if it is being recorded. By continuing the phone call after being notified, you consent to the recording and transcription of the communication.

4. SMS/Text Messaging and TCPA Compliance

We may use SMS/MMS text messaging to communicate with you regarding appointments, support tickets, or business inquiries.

    • Opt-In: We will only send promotional or marketing SMS messages if we have received your express prior written consent.
    • Opt-Out: You can opt out of receiving text messages at any time by replying “STOP” to any of our messages.
    • Data Sharing for SMS: Mobile information and phone numbers collected for SMS consent will not be shared with or sold to third parties or affiliates for their own marketing or promotional purposes.

5. How We Use Your Information

We use the telephonic and messaging data we collect to:

    • Fulfill your requests for products or services.
    • Provide customer support and respond to inquiries accurately.
    • Monitor, train staff, and improve the quality of our customer service.
    • Comply with legal obligations, enforce our agreements, and resolve disputes.

6. How We Share Your Information

We do not sell your personal telephonic data. We may share your information only in the following circumstances:

    • Service Providers: We share data with our communications infrastructure provider (such as Ooma) strictly for the technical purpose of routing, recording, transcribing, and storing our communications. These providers are contractually obligated to protect your data.
    • Legal Requirements: We may disclose your information if required to do so by law, subpoena, or other legal processes, or if we have a good faith belief that disclosure is reasonably necessary to protect the rights, property, or safety of our business, our employees, or others.
    • (Note: Unless a specific Business Associate Agreement is explicitly executed, our communication system is not used to transmit or store Protected Health Information (PHI) under HIPAA).

7. Data Security and Retention

We implement reasonable physical, technical, and administrative security measures to protect your communication data from unauthorized access, destruction, or disclosure. We retain call logs, recordings, transcripts, and messages only for as long as necessary to fulfill the business purposes outlined in this policy, or as required by law.

8. Your Privacy Choices

Depending on your jurisdiction, you may have the right to request access to, correction of, or deletion of the personal data we hold about you. To exercise these rights, or to opt out of certain communications, please use the contact information provided below.

9. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our communication practices, please contact us at:

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