Privacy Policy

1. Who This Applies To

This policy covers two groups of people:

• Business customers — companies and individuals who sign up to use TextBack.
• End users — people who call or text a business that uses TextBack and receive an automated reply.

2. What We Collect

Depending on your role, we may collect:

• Phone numbers — the number that called (end user) and the business's registered number(s).
• Message content — text messages sent and received as part of the TextBack conversation.
• Business account info — name, email, and business details provided during signup.
• Usage data — basic analytics like message volume and response rates to help businesses understand performance.

We do not collect payment card numbers directly — billing is handled by a third-party processor.

3. How We Use Your Information

We use the data we collect to:

• Deliver automated text-back responses to missed callers on behalf of the business.
• Power the AI that generates those responses — messages are processed to produce a relevant, helpful reply.
• Provide businesses with their conversation history and analytics dashboard.
• Improve the reliability and quality of the service.
• Send account-related communications to business customers (billing, service updates, etc.).

We do not sell, rent, or share your data with third parties for advertising or marketing purposes. Full stop.

4. SMS Messaging & Consent

TextBack is an SMS-based service. By calling a business that uses TextBack and not reaching a live person, you may receive an automated text message in response to your missed call. By continuing to reply to that message, you consent to receive additional automated text messages from that business via the TextBack platform.

We do not share your phone number or opt-in data with third parties for their own marketing purposes. Your information is used solely to deliver the TextBack service as described above and in accordance with this Privacy Policy.

For full terms governing SMS messaging, see our Terms of Service.

5. AI Processing

TextBack uses AI language models to generate automated replies. When a missed call triggers a text-back, the incoming phone number and any messages in the conversation may be sent to an AI model to generate a response. This processing happens automatically and is limited to what's needed to craft a relevant reply.

We take care to avoid storing sensitive personal data beyond what's necessary, and AI model providers we work with are subject to their own data handling agreements.

6. Twilio as a Data Processor

TextBack uses Twilio to send and receive SMS messages. When a message is sent or received through our service, it passes through Twilio's infrastructure. Twilio acts as a data processor on our behalf and is subject to their own privacy policy and data handling practices.

You can review Twilio's privacy policy at twilio.com/legal/privacy.

7. Data Retention

We retain conversation data (phone numbers and message content) for up to 12 months from the date of the conversation, unless a business customer requests earlier deletion or cancels their account — in which case we delete their data within 30 days.

Business account data is retained for as long as the account is active. After cancellation, we may retain records for up to 90 days for legal and billing purposes, then delete them.

8. Your Rights

Depending on where you live, you may have the right to:

• Request a copy of the data we hold about you.
• Ask us to delete your data.
• Opt out of future text-back messages by replying STOP to any message.

To exercise any of these rights, contact us at canaan@fountainhead.llc.

9. Security

We use industry-standard security practices to protect data in transit and at rest. That said, no system is 100% secure. If you have concerns about a specific security issue, please contact us directly.

10. Changes to This Policy

We may update this policy from time to time. When we do, we'll update the "Last updated" date at the top of the page. For significant changes, we'll notify active business customers via email.

11. Contact

Questions about this policy? Reach out at any time: