Privacy policy

This policy explains how KaptiNET Limited, trading as H3llo ("H3llo", "we", "us") collects, uses, and protects personal information. H3llo provides an AI-powered business phone service — AI assistants that answer calls for businesses, voice lines, a management portal, and the H3LLO Phone apps for iOS, Android, and desktop.

We comply with the New Zealand Privacy Act 2020. This policy covers everyone whose personal information we handle:

• Business customers — the businesses that subscribe to H3llo, and their staff who administer it;
• App users — staff of our business customers who use the H3LLO Phone app; and
• Callers — people who call, or receive calls from, a phone number connected to H3llo.

1. What we collect

From business customers and their administrators:

• Business name, contact names, email addresses, phone numbers, and billing details;
• Account configuration — phone numbers, call routing, AI assistant settings;
• Support requests and correspondence with us.

From app users:

• Name, work email address, and phone extension, provided by their employer when the account is set up;
• Login credentials (passwords are stored only in securely hashed form);
• Device information needed to deliver calls and notifications — push notification tokens and device/platform details;
• Call history within the service (who called, when, and for how long);
• Crash and diagnostic reports if the app encounters a problem, so we can fix it.

From callers:

• Phone number and caller ID;
• Audio recordings and transcripts of calls answered by an AI assistant — this is how the service works, and callers hear an announcement that the call is recorded and handled by an AI assistant;
• Recordings of calls with staff, where the business has enabled call recording for that line;
• Information the caller shares during a call (for example, a name, address, or the reason for calling), which may be summarised for the business;
• Messages sent to a business through connected channels (such as SMS).

We do not knowingly collect personal information from children. The service is a business tool and is not directed at anyone under 16.

2. How we use it

We use personal information to:

• provide the service — answering and connecting calls, recording and transcribing them, and making recordings, transcripts, and summaries available to the business the caller was dealing with;
• operate AI assistants, including using AI models to conduct conversations, transcribe audio, and summarise calls;
• deliver push notifications for incoming calls and messages;
• set up and support customer accounts, and bill for the service;
• fix problems, maintain security, and improve the service; and
• meet our legal obligations.

We do not sell personal information. We do not use it for advertising. We do not use customer call data to train AI models made available to other customers.

For call recordings and other information collected from callers, we act on behalf of the business the caller contacted — that business decides how the information is used within its own operations, and callers should also refer to that business's own privacy practices.

3. Who we share it with

We share personal information only with service providers who help us run H3llo, and only to the extent needed:

Each provider is bound by contractual and security obligations, and where information is processed outside New Zealand we take reasonable steps to ensure it is protected by safeguards comparable to the Privacy Act 2020.

Beyond the above, we disclose personal information only if required by law (for example, to a court or regulator), to enforce our terms, or with consent.

4. Where it lives and how long we keep it

Primary data — accounts, recordings, transcripts, and contact records — is stored on infrastructure we operate in New Zealand. Some processing (listed above) occurs in the United States.

We keep personal information only as long as needed:

• Call recordings, transcripts, and customer data — kept while the business's subscription is active. Businesses can delete recordings sooner.
• After a subscription ends — customer data, including recordings and transcripts, is deleted within 30 days.
• Billing and tax records — kept for 7 years as required by New Zealand law.
• Crash and diagnostic data — kept only as long as needed to diagnose and fix problems.

5. How we protect it

We take security seriously: data is encrypted in transit, access to personal information is restricted to staff who need it, credentials are stored hashed, and our infrastructure is maintained with current security patches. No system is perfectly secure, but if a privacy breach occurs that is likely to cause serious harm, we will notify affected people and the Office of the Privacy Commissioner as required by the Privacy Act 2020.

6. Your rights

Under the Privacy Act 2020 you may ask us for access to the personal information we hold about you, and ask us to correct it. Email privacy@h3llo.nz and we will respond within 20 working days.

If you were a caller to a business that uses H3llo, the business you called controls how your call information is used — we will refer your request to them or assist them to respond, and you can also contact that business directly.

App users can also ask their employer's administrator to update or remove their account; account deletion requests can be sent to privacy@h3llo.nz and will be actioned within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner — privacy.org.nz, 0800 803 909.

7. Cookies

The H3llo portal uses only essential cookies needed to keep you signed in. We do not use advertising or cross-site tracking cookies.

8. Changes to this policy

We may update this policy from time to time. The current version will always be at https://h3llo.nz/privacy, with its effective date at the top. Material changes will be notified to business customers by email or in the portal.

9. Contact us

KaptiNET Limited, trading as H3llo Privacy Officer: privacy@h3llo.nz General support: support@h3llo.nz Website: https://h3llo.nz