Last updated 2 October 2026. Effective 2 October 2026. Earlier versions are available on request.
This is how Pickwick handles what it hears when it answers a business's phone, what it keeps about the people who visit this website, and what you can ask us to do about it. It is written for the person who called, and for the business that uses Pickwick. Pickwick is operated from Houston, Texas. How to reach us is at the end of this notice; a summary in Spanish is below.
Whose data it is
When you call a business that uses Pickwick, you are that business's customer, not ours. The business decides why the call is recorded, how long it is kept and who at the business sees it; Pickwick keeps and processes the call only on that business's instructions and for that business's purposes, as its service provider. We do not use your call for anything of our own: not to train models, not for marketing, not to build a profile of you. The service providers described below act for us, under the same limits. If you want a recording deleted or a copy of it, ask the business; we carry out what it tells us, and we will help it find the call.
For this website, for the chat on it, for people who ask us for a demo, and for the accounts of businesses that sign up, Pickwick decides what is collected and why, and the rights below are exercised with us directly.
You are told first
Every call opens with a notice that you are talking to an automated assistant and that the call is recorded, in the language you chose. If you say you do not want to be recorded, the recording stops at that moment and what was kept so far (audio and transcript) is deleted. What you asked the business to do — your name, a number to call you back, the address and the problem — is kept, because that is your request to them, not a recording of you.
What is kept about a call
- The number you called from and the number you dialed.
- The audio of the call, both sides, and a transcript of it. A card number or Social Security number you read out is removed from the transcript and never passed to the assistant; the audio recording still contains it (see below).
- What you told the assistant it needed: your name, a callback number, a service address, what is wrong, when you would like someone to come.
- Any appointment penciled in, and the business's decision on it, with who made it.
- Timing of each exchange, kept to measure how quickly the assistant answers.
Who hears it
To hold the conversation, the call passes through a small number of service providers, each for one job and each bound by contract to use what it receives only for that job:
- A US telephony carrier carries the phone call and, once texting is on, any text message. It sees the audio, both phone numbers and the text of any message, as any carrier does.
- A speech-recognition provider turns your words into text as you speak. It receives your side of the audio.
- An enterprise language-model provider supplies the model that decides what the assistant says. It receives the text of the conversation so far. The same provider writes the replies in the chat on this website and on a business's own website, and performs the nightly quality review on a copy with names, numbers and addresses replaced.
- A speech-synthesis provider turns the assistant's words into a voice. It receives only the assistant's words, never yours.
- The business's calendar (Google Calendar or Microsoft 365), only if the business has connected one: the appointment is written there.
- The push services of Apple, Google and Mozilla deliver the dashboard's notifications to the business's staff, encrypted so the service cannot read them.
- An email provider, once one is connected, delivers the weekly digest to the business owner; until then the digest waits in an outbox on our server.
- A US hosting provider runs the server on which recordings, transcripts and accounts are stored, in the United States.
The current providers, with their roles and where they are, are listed on our sub-processor page; that list is updated before a provider changes, and a copy is available on request through the contact page.
After the call, a separate review reads the transcript to score how the call went for the business. Before that copy leaves the server, names, phone numbers and street addresses in it are replaced with placeholders.
Who at the business can see it
The business's own accounts: the owner, and the staff they have invited. Each staff member sets their own password from an invitation link; nobody is handed one. The platform's operators see whether a business's line is healthy — how many calls, how fast — and no operator screen shows a transcript or an address.
Where it lives and for how long
On Pickwick's server, in the United States. Backups are encrypted every night; fourteen nightly copies are kept on the server, and copies are moved off it by a manual pull.
Each business sets a retention period for its calls in its dashboard, and a nightly sweep deletes recordings and transcripts past it. Until a business sets one, its calls are kept until the business deletes them; we recommend every business set a period, and twelve months is a sensible one. A deleted call can remain in encrypted backups until they roll over, up to fourteen days on the server. A business that leaves receives an archive of its calls and the rest is deleted.
Texts
Texting switches on once carrier registration for business texting completes; until then no texts are sent, and approvals happen in the dashboard. Once it is on: when the assistant pencils in a job or needs a person, it texts the business's own supervisors and technicians at the numbers the business gave it. The only text a caller can receive is one the business chose to send when its line could not answer — a single "sorry we missed you" to the number that called, once, and never for marketing. A business that has not written that text sends nothing to callers.
Message and data rates may apply. Reply STOP to any text to stop receiving them, and START to receive them again; a STOP is honored from that moment. Reply HELP for help. Every text Pickwick sends ends with how to stop them. Pickwick texts come from a number registered for business messaging; the business is responsible for the people it asks us to text. Mobile numbers and texting consent are never sold or shared with third parties or affiliates for marketing.
Emergencies
If you describe gas, carbon monoxide, smoke or sparking, the assistant tells you to hang up and call 911. That is not something a business can switch off. Some businesses, such as veterinary clinics, also have every caller told at the start how to reach emergency care; the assistant never decides whether something is an emergency for them. Pickwick is not an emergency service and cannot call 911 for anyone.
The demo line
The number on this website is Pickwick's own demonstration line, answered as an invented heating and air company. A call to it opens with the same notice as any Pickwick call and is recorded and transcribed the same way, so you can hear the real thing; nothing you pencil in is a real appointment, nobody is dispatched and nobody is paged. We keep demo calls for thirty days to check how the assistant did, then delete them. If you tell the assistant you run a business and want to hear from us, it takes your name, business, trade, number and, if you offer it, an email, and a person at Pickwick calls you back; we keep those details as an inquiry for thirteen months, like the contact form. For demo calls Pickwick is the business you called, and the rights in this notice are exercised with us directly.
This website
Pickwick's own website asks before it counts anything. If you accept, it sets two cookies on this site only, both kept for one year: one remembering your choice, and a random visitor number. Then each page you view, and a click on a sign-up link, Book a demo, Pricing or the demo line, is recorded on our own server with the page, the site that sent you there (its name, not the full address), any campaign tags in the link, and whether you are on a phone. If you open the chat, that is recorded too, and your visitor number is kept with the chat. No IP address or browser details are kept, nothing goes to advertisers or any analytics company, and the records are deleted after thirteen months. If you decline, one cookie remembers that choice; nothing is recorded and no visitor number is set. You can change your mind at any time with Cookie settings at the foot of every page.
If your browser sends the Global Privacy Control signal, we treat it as a decline: the banner is not shown, nothing is counted, and the only cookie set is the one that records the decline.
The chat assistant on this website is automated. What you type there is sent to our language-model provider to write the replies, and saved so we can follow up; a card or Social Security number typed into it is removed before it is saved. If you leave a way to reach you (a name is optional), it becomes an inquiry to us. Website chat transcripts and inquiries are kept for thirteen months, then deleted.
The typefaces on this website are served from our own server; no page asks your browser to contact another company to show you text.
Chat on a business's own website
A business that uses Pickwick can put the same kind of automated chat on its own website. What you type there is sent to our language-model provider to write the replies, and saved with that business's calls, for as long as that business keeps its records. A card or Social Security number typed into it is removed before it is saved. The business is the one to contact about that chat, and it is responsible for telling the visitors to its website about it.
Your account
A business that signs up gives us the owner's email address and mobile number, and chooses a password, which is stored only as a one-way hash. What is written into the sign-up form, the contact form or a demo request is kept as an inquiry so we can follow up. It is used to run the account and to reply, never sold. Account details are deleted with the account; website inquiries from people who never signed up are deleted after thirteen months.
Your choices and rights
We do not sell personal information, and we do not share it for advertising. No data from a call, a chat, a form or a visit goes to an advertiser, a data broker or an analytics company. Because there is nothing to opt out of, a "Do Not Sell or Share" request needs no action from you; we treat a browser's Global Privacy Control signal the same way as declining the cookie choice on this site.
Depending on where you live, you may have the right to ask what personal information we hold about you, to receive a copy of it, to correct it, to delete it, and to opt out of targeted advertising, sale, or profiling (none of which we do). You will not be treated differently for asking. To ask, email support@pickwick.ai or use our contact page, and tell us what you want and how to reach you. We will confirm who you are using the details we already hold (for example, by writing back to the email address on the account, or asking the business you called to confirm the call), and we will answer within forty-five days; if we need longer we will say so and why. Someone you have authorised may ask on your behalf if they can show you authorised them.
If you called a business that uses Pickwick, your request about that call goes to the business, and we will act on its instructions; tell us if you cannot reach it and we will pass your request on.
If we refuse a request, we will say why, and you may appeal by replying to our answer with "appeal" in the subject line. A different person will look at it and reply within sixty days. If you are still not satisfied, you may complain to your state's attorney general; for Texas, at texasattorneygeneral.gov.
Card and Social Security numbers
If one is read out on a call, it is removed from the transcript before anything is written down and is never passed to the assistant or the nightly review; the audio recording still contains it, is kept only for the business's retention period, and is used for nothing. One typed into a chat is removed before the chat is saved. We never sell or share it. Please do not read one out; the assistant never needs it.
Children
Pickwick is a service for businesses. This website, the chat on it, and sign-up are not directed to children, and we do not knowingly collect personal information from a child under 13 through them, or under 16 where a state's law sets that age. A child may call a business that uses Pickwick; the recording belongs to that business, which is responsible for it as it is for any call to its line. If you believe a child's information has reached us directly, email support@pickwick.ai and we will delete it.
Changes to this notice
This notice is effective from the date at the top. When we change it we update that date and, for a change that matters to you (a new kind of service that hears calls, a new use of data, a shorter or longer retention), we tell businesses that use Pickwick by email at least fourteen days before it takes effect, and we keep earlier versions available on request.
Who we are, and how to reach us
Pickwick is operated from Houston, Texas.
About a call you made: contact the business you called; they hold the recording and decide what happens to it, and we act on their instructions (see Whose data it is). About a chat on a business's website: contact that business. About this website, your account, or anything else: email support@pickwick.ai or use our contact page. We answer within forty-five days, and sooner when we can.
Resumen en español
Cuando usted llama a una empresa que usa Pickwick, contesta un asistente automatizado y la llamada se graba; se le avisa al principio, en español si eligió español. Si dice que no quiere ser grabado, la grabación se detiene y lo guardado hasta ese momento se borra. La empresa a la que llamó es la dueña de la grabación: para pedir una copia o que se borre, comuníquese con esa empresa; nosotros cumplimos sus instrucciones y podemos ayudarle a encontrar la llamada. No vendemos su información ni la compartimos con fines publicitarios; los proveedores que nos ayudan a atender la llamada la reciben solo para ese fin. La línea de demostración de este sitio es de Pickwick: esas llamadas se graban igual, se guardan treinta días y, si nos deja sus datos para que le llamemos, los conservamos como una consulta. Si describe olor a gas, monóxido de carbono, humo o chispas, el asistente le dirá que cuelgue y llame al 911; Pickwick no es un servicio de emergencias. Para preguntas sobre este sitio web o sobre este aviso, escriba a support@pickwick.ai; respondemos dentro de cuarenta y cinco días.