Last updated: February 28, 2026
1. Introduction
Velvet ("we," "us," or "our") operates the website located at tryvelvet.com and provides the Velvet AI receptionist platform (collectively, the "Service"). This Privacy Policy describes how we collect, use, disclose, and protect information when you visit our website or use our Service.
By accessing or using the Service, you agree to this Privacy Policy. If you do not agree, please do not use the Service.
2. Information We Collect
2.1 Information You Provide
- Account Information: When you sign up, we collect your name, business name, email address, phone number, and billing information.
- Service Configuration: Information about your business services, service area, operating hours, and calendar integrations (Housecall Pro, ServiceTitan, Google Calendar, Jobber).
- Communications: When you contact us for support, demos, or other inquiries, we collect the contents of those communications.
2.2 Information Collected Through the Service
- Call Data: When Velvet handles calls on your behalf, we collect call recordings, transcripts, caller phone numbers, caller information provided during the call (name, address, service needs), and call duration and timestamps.
- Appointment Data: Appointment details created by Velvet, including customer names, addresses, service type, and scheduled times.
- Follow-up Data: Text messages and emails sent by Velvet on your behalf and any responses received.
- Chat Data: If you use the Velvet website chatbot (available on Professional and Business plans), we collect chat transcripts and information provided by website visitors.
2.3 Automatically Collected Information
- Usage Data: Pages visited, features used, time spent on the platform, and interaction patterns.
- Device Information: Browser type, operating system, device type, and IP address.
- Cookies: We use cookies and similar technologies to maintain sessions, remember preferences, and analyze usage. See Section 7 for details.
3. How We Use Your Information
We use the information we collect to:
- Provide, maintain, and improve the Velvet Service, including answering calls, booking appointments, qualifying leads, and sending follow-up communications on your behalf
- Process payments and manage your account
- Communicate with you about your account, service updates, and support requests
- Provide call analytics and performance reporting (Business plan)
- Improve our AI models and call handling quality
- Detect, prevent, and address fraud, abuse, and technical issues
- Comply with legal obligations
4. How We Share Your Information
We do not sell your personal information. We may share information in the following circumstances:
- Service Providers: With third-party vendors who assist in operating the Service (cloud hosting, payment processing, SMS/email delivery, calendar integrations). These providers are bound by contractual obligations to protect your data.
- Calendar Integrations: When you connect your calendar (Housecall Pro, ServiceTitan, Google Calendar, Jobber), appointment data is shared with those platforms as directed by you.
- Your Customers: When Velvet interacts with your customers on your behalf (calls, texts, emails), relevant business and appointment information is communicated to them.
- Legal Requirements: When required by law, subpoena, court order, or government request, or when we believe disclosure is necessary to protect our rights, your safety, or the safety of others.
- Business Transfers: In connection with a merger, acquisition, reorganization, or sale of assets, your information may be transferred as part of that transaction.
5. Data Retention
We retain your information for as long as your account is active or as needed to provide the Service. Call recordings and transcripts are retained for 12 months unless you request earlier deletion. After account termination, we retain data for a reasonable period to comply with legal obligations, resolve disputes, and enforce our agreements.
You may request deletion of your data at any time by contacting us at the information provided below.
6. Data Security
We implement industry-standard security measures to protect your information, including encryption in transit (TLS) and at rest, access controls, regular security audits, and secure data storage. However, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.
7. Cookies and Tracking
We use cookies and similar technologies for:
- Essential cookies: Required for the Service to function (session management, authentication).
- Analytics cookies: To understand how visitors use our website and improve the experience.
- Marketing cookies: To deliver relevant advertising and measure campaign effectiveness.
You can control cookies through your browser settings. Disabling certain cookies may limit your ability to use some features of the Service.
8. Your Rights
Depending on your jurisdiction, you may have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate information
- Request deletion of your information
- Object to or restrict certain processing activities
- Request portability of your data
- Withdraw consent where processing is based on consent
To exercise these rights, please contact us using the information in Section 11.
9. California Privacy Rights (CCPA)
If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA), including the right to know what personal information we collect and how it is used, the right to request deletion, and the right to opt out of the sale of personal information. We do not sell personal information.
To make a CCPA request, contact us at the information provided below.
10. Children's Privacy
The Service is not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.
11. Contact Us
If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact us:
12. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on our website and updating the "Last updated" date. Your continued use of the Service after changes become effective constitutes acceptance of the updated policy.