Privacy Policy

Last Updated: March 19, 2026

This Privacy Policy ("Privacy Policy") explains how OrangeChat AI Ltd. ("OrangeChat," "we," "us," or "our") collects and uses information through use of: (i) our AI phone receptionist to answer inbound calls and make outbound calls on behalf of businesses (the "AI Receptionist"); (ii) our embedded website chatbot powered by AI (the "AI Chatbot"); (iii) our SMS and email messaging services for business-to-customer communication (the "Messaging Services"); (iv) our Instagram integration for managing direct messages and comments on behalf of businesses (the "Instagram Integration"); (v) our subscriber dashboard, software, and applications (the "Application"); and (vi) orangechat.ai and other websites we own or operate (the "Site") (collectively, the "Services").

Any use of our Services is subject to this Privacy Policy and our Terms of Service. Please read this Privacy Policy carefully to understand how we collect and use personal information.

BY USING OUR SERVICES, YOU CONSENT TO OUR PRIVACY PRACTICES AS DESCRIBED IN THIS POLICY. If you do not agree with this Privacy Policy, please do not use our Services.

1Subscribers and Callers

This Privacy Policy distinguishes between two types of users:

  • Subscribers:Businesses and individuals that subscribe to use the AI Receptionist to answer inbound calls, make outbound calls, and/or the AI Chatbot on their website.
  • Callers:Individuals who call a Subscriber's OrangeChat phone number and interact with the AI Receptionist, or who receive an outbound call made by the AI Receptionist on behalf of a Subscriber.
  • Chat Users:Individuals who interact with a Subscriber's AI Chatbot on their website.
  • SMS/Email Recipients:Individuals who receive SMS messages or emails sent by a Subscriber through the OrangeChat platform.
  • Instagram Users:Individuals who send direct messages to or comment on posts of a Subscriber's Instagram Business Account that is connected to OrangeChat.

OrangeChat provides Services to Subscribers, and each Subscriber determines how data collected from their Callers is used. Callers should contact the business they called for privacy-related questions about their call data.

2Personal Information We Collect

"Personal Information" means information that identifies, relates to, or could reasonably be linked to an individual, including:

  • Identifiers: Name, email address, phone number, business address
  • Voice Data: Call recordings and voice characteristics for transcription
  • Chat Data: Chat messages, conversation transcripts, and user queries submitted through the AI Chatbot
  • Knowledge Base Content: Documents and information uploaded by Subscribers to train the AI Chatbot
  • SMS Data: SMS message content, phone numbers, delivery status, timestamps, and opt-out preferences
  • Email Data: Email content, sender and recipient addresses, subject lines, delivery and open status, and unsubscribe preferences
  • Instagram Data: Direct messages, comments, Instagram user IDs, usernames, and display names received through connected Instagram Business Accounts
  • Commercial Information: Subscription plans, payment history, service usage
  • Internet Activity: Browser type, IP address, pages visited, device information
  • Inferences: Preferences and patterns derived from usage data

3Information Collected from Subscribers

Account Registration

When you register, we collect your business name, email, phone number, address, and other information needed to create and manage your account.

Business Configuration

We collect information you provide to configure your AI Receptionist and AI Chatbot, including business hours, service areas, greeting messages, call/chat handling preferences, and knowledge base documents.

Billing Information

Payment information is collected and processed by our payment processor, Stripe. OrangeChat does not directly store credit card numbers or banking details.

Usage Data

We collect data about how you use the Services, including call volumes, dashboard access, and feature usage.

4Information Collected from Callers

Our AI Receptionist collects information from Callers during inbound and outbound calls on behalf of Subscribers:

  • Caller's phone number (via caller ID)
  • Name, contact information, and other details provided during the call
  • The content and purpose of the call (e.g., service requests, appointment inquiries)
  • Voice recordings and generated transcripts of conversations
  • Chat messages and interactions via the AI Chatbot embedded on the Subscriber's website

Important for Callers: Information collected during your call (whether you called the business or the business called you) belongs to the business. Please reach out to that business directly for questions about how they use your information.

5Instagram Integration & Data

OrangeChat integrates with Meta's Instagram Graph API to enable Subscribers to manage Instagram direct messages and comments through our platform. This section describes how we handle Instagram data.

Data We Collect from Instagram

  • Instagram direct messages sent to a Subscriber's connected Instagram Business Account
  • Comments on a Subscriber's Instagram posts
  • Sender's Instagram user ID, username, and display name
  • Message timestamps and metadata (message IDs)

How We Use Instagram Data

  • To display Instagram conversations in the Subscriber's workspace inbox
  • To enable Subscribers to reply to Instagram messages and comments
  • To power optional AI auto-replies configured by the Subscriber
  • Instagram data is processed on behalf of the Subscriber and is not used for advertising, profiling, or any purpose unrelated to the Subscriber's customer communication

Storage & Security

  • Instagram messages and metadata are stored securely in AWS DynamoDB, encrypted at rest (AES-256)
  • Instagram API access tokens are stored encrypted and are never exposed to end users
  • Access is restricted to the Subscriber whose account is connected

Data Deletion

  • Subscribers can disconnect their Instagram account at any time from the Integrations page, which removes stored access tokens
  • When a Subscriber cancels their subscription, all associated Instagram data is deleted within 30 days
  • Instagram Users who wish to have their message data deleted should contact the business (Subscriber) they messaged, or email us at privacy@orangechat.ai

For Instagram Users: If you sent a direct message or commented on a post of a business using OrangeChat, your message content and public profile information (username, display name) was received by that business through our platform. Contact the business directly for questions about how they handle your data.

6SMS & Email Messaging Data

OrangeChat enables Subscribers to send and receive SMS messages and emails to communicate with their customers. This section describes how we handle messaging data.

Data We Collect from Messaging

  • SMS message content sent and received through provisioned phone numbers
  • Email content, subject lines, and attachments sent and received through the platform
  • Recipient phone numbers and email addresses
  • Message delivery status, timestamps, and metadata
  • Opt-out and unsubscribe requests from Recipients

How We Use Messaging Data

  • To deliver SMS and email messages on behalf of Subscribers
  • To display conversation history in the Subscriber's workspace inbox
  • To power AI Auto-Reply features when enabled by the Subscriber
  • To process and honor opt-out and unsubscribe requests
  • To monitor for abuse and ensure compliance with messaging regulations

Third-Party Processors

  • SMS messages are transmitted through Twilio, our telephony provider
  • Emails are transmitted through Amazon Simple Email Service (SES)
  • AI Auto-Reply responses are generated using AI language models (Google Gemini, OpenAI)

For SMS/Email Recipients: If you received an SMS or email from a business using OrangeChat, your contact information and message history is stored on behalf of that business. Contact the business directly for questions about how they handle your data, or email us at privacy@orangechat.ai.

7Call Recordings and Transcripts

Both inbound and outbound calls with the AI Receptionist may be recorded for quality assurance, service improvement, and to provide transcripts to Subscribers.

  • Call recordings are used to generate transcripts and provide call insights to Subscribers
  • Recordings may be used to improve our AI technology and Services
  • The Subscriber's AI Receptionist may inform Callers that the call is being recorded
  • Call recordings and transcripts belong to the Subscriber, not OrangeChat

Subscriber Responsibility: Each Subscriber is responsible for providing Callers with appropriate notice and obtaining consent for call recordings in compliance with applicable laws. For outbound calls, Subscribers must ensure they have proper consent to contact the recipient and that recording disclosures are provided at the start of the call.

8How We Use Personal Information

OrangeChat uses Personal Information for the following purposes:

Provide Services: To operate and deliver the AI Receptionist and related features
Account Management: To create, maintain, and secure your account
Customer Support: To respond to inquiries and provide assistance
Service Improvement: To analyze usage and improve our Services
Communications: To send service updates, billing notices, and marketing (with consent)
Security: To detect and prevent fraud, abuse, and security threats
Legal Compliance: To comply with legal obligations and protect our rights

9Disclosure of Personal Information

OrangeChat may disclose Personal Information to the following parties:

  • Subscribers: Caller information is made available to the Subscriber whose AI Receptionist handled the call.
  • Service Providers: We use third-party providers for hosting (AWS), payment processing (Stripe), telephony (Twilio), AI processing (Google Gemini, OpenAI, Deepgram, Cartesia), real-time communication (LiveKit), email delivery (Amazon SES), social media APIs (Meta/Instagram), and analytics. These providers are contractually bound to protect your information.
  • Legal Requirements: We may disclose information to comply with laws, court orders, or government requests.
  • Business Transfers: In connection with a merger, acquisition, or sale of assets, your information may be transferred.
  • Protection of Rights: To protect our rights, privacy, safety, or property, or that of others.

OrangeChat does not sell Personal Information. OrangeChat does not share Personal Information with third parties for cross-contextual behavioral advertising.

10Data Retention

As a service provider to Subscribers, OrangeChat retains Caller information until the Subscriber deletes it or instructs us to do so.

  • Active Accounts: Subscriber account data is retained while the subscription is active
  • Cancelled Accounts: Account data is deleted 30 days after subscription cancellation
  • Call Data: Subscribers may retain call recordings and transcripts according to their own policies
  • SMS/Email Data: SMS and email messages are retained while the Subscriber's account is active. Message history is deleted within 30 days of account cancellation.
  • Instagram Data: Instagram messages and comments are retained while the Subscriber's account is active. Disconnecting Instagram removes API tokens; message history is retained until account cancellation.
  • Marketing Lists: Contact information is retained until you opt out

When we no longer need your Personal Information, we will delete, de-identify, or anonymize it.

11Data Security

OrangeChat implements reasonable security measures to protect Personal Information:

  • All data is encrypted in transit and at rest using industry-standard encryption (AES-256)
  • Data is securely stored in AWS cloud infrastructure
  • Access to Personal Information is restricted to authorized personnel
  • Regular security audits and monitoring are performed
  • Service providers are contractually required to maintain security standards

While we take reasonable measures to protect your information, no transmission over the internet is completely secure. You use the Services at your own risk.

12Cookies and Tracking Technologies

When you visit our Site, we may automatically collect technical data:

  • Device information (IP address, browser type, operating system)
  • Usage data (pages visited, time spent, interactions)
  • Cookies and similar tracking technologies

Types of Cookies:

Essential:Required for the Site to function properly
Analytics:Help us understand how visitors use the Site
Marketing:Used to deliver relevant advertising

You can control cookies through your browser settings. Note that disabling cookies may affect Site functionality.

13Your Privacy Rights

Depending on your location, you may have the following privacy rights:

Right to Know: Request information about what Personal Information we collect and how we use it
Right to Access: Request a copy of the Personal Information we hold about you
Right to Correction: Request correction of inaccurate Personal Information
Right to Deletion: Request deletion of your Personal Information
Right to Portability: Request your data in a portable, machine-readable format
Right to Opt-Out: Opt out of marketing communications at any time
Right to Non-Discrimination: We will not discriminate against you for exercising your rights

For Callers: If you are a Caller and wish to exercise privacy rights regarding your call, please contact the business you called directly. They control that data as the Subscriber.

14Canadian Privacy Rights

For users in Canada, the Personal Information Protection and Electronic Documents Act (PIPEDA) and provincial privacy laws provide specific rights:

  • Right to know why your Personal Information is collected, used, and disclosed
  • Right to expect responsible collection and use aligned with your consent
  • Right to accuracy of your Personal Information
  • Right to access your Personal Information we hold
  • Right to withdraw consent with reasonable notice

To access your Personal Information or make a privacy request, contact us at privacy@orangechat.ai. We will respond within 30 days.

15Children's Privacy

The Services are designed for use by adults and businesses, not children. We do not knowingly collect Personal Information from children under 16. If we discover that a child under 16 has provided us with Personal Information, we will delete it from our systems. If you believe we have collected information from a child under 16, please contact us immediately at privacy@orangechat.ai.

16International Data Transfers

OrangeChat is a Canadian company using technical infrastructure primarily in North America. The Services are marketed for Subscribers and Callers in Canada and the United States.

If you access the Services from outside Canada or the United States, your Personal Information may be transferred to, processed, and stored in Canada or the United States. By using our Services, you consent to this transfer and processing. Data protection laws may differ in the country where your data is processed.

17Changes to This Privacy Policy

OrangeChat may update this Privacy Policy from time to time. We will notify you about material changes through the Services or by email and will collect your consent to changes as required by law. Your continued use of the Services after changes take effect constitutes acceptance of the updated Privacy Policy.

18Contact Us

If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact us:

OrangeChat AI Ltd.

Email: privacy@orangechat.ai

Website: orangechat.ai

By using OrangeChat, you acknowledge that you have read and understood this Privacy Policy.

See also: Terms of Service