Privacy Policy

This Privacy Policy explains how NEMTVOX (“NEMTVOX,” “we,” “us,” or “our”) collects, uses, discloses, and safeguards information in connection with our website (nemtvox.com) and our AI receptionist service for non-emergency medical transportation (NEMT) brokers, providers, and transportation companies (the “Service”).

This policy applies to two groups of people: visitors to our website, and callers whose calls are answered by the Service on behalf of our business customers. If you are a rider or caller interacting with NEMTVOX on behalf of a NEMT broker or provider, that broker or provider is the party you have a direct relationship with, and their own privacy notices may also apply to you.

Website visitors: When you fill out a form on our site (for example, the contact or pricing form), we collect the information you submit, which may include your name, email address, phone number, company name, fleet size, and any message you provide. We also automatically collect limited technical information, such as IP address and browser type, including through Google reCAPTCHA, which we use to prevent automated spam submissions.

Callers handled by the Service: When a call is routed through NEMTVOX on behalf of a customer, we process the audio of the call, a transcript of the conversation, and any booking details discussed, such as pickup and drop-off information, appointment times, and accessibility needs (for example, whether a wheelchair-accessible vehicle is required). We do not independently solicit this information for our own marketing purposes; it is collected to perform the booking and confirmation functions our business customers use the Service for.

• To operate the Service, including answering calls, booking and confirming rides, and logging call activity for our business customers.
• To respond to inquiries submitted through our website and to follow up on requests for a quote or a demo.
• To monitor, maintain, and improve the reliability and quality of the Service, including reviewing call transcripts and recordings for quality assurance and training purposes.
• To detect, prevent, and address technical issues, fraud, or misuse of our website and the Service.
• To comply with legal obligations and to enforce our Terms of Service.

Call recordings and transcripts generated by the Service belong to, and are made available through the portal of, the NEMTVOX business customer whose phone line handled the call. Our customers are responsible for providing any call-recording disclosures required under the laws of the jurisdictions in which they operate, and for obtaining any consents required from callers before routing calls through an AI system.

We retain call recordings and transcripts for as long as reasonably necessary to provide the Service to our customers, or as otherwise required by our agreement with a given customer, after which they are deleted or de-identified in the ordinary course of our data retention practices.

We rely on a small number of third-party service providers to operate our website and the Service, including providers for transactional email delivery, spam and bot protection, voice call handling and transcription, content management, and website hosting. These providers process information on our behalf and are contractually restricted from using it for purposes unrelated to providing their services to us.

We do not sell personal information to third parties, and we do not share call content with third parties for their own independent marketing purposes.

We use reasonable administrative, technical, and organizational measures designed to protect information from unauthorized access, disclosure, alteration, or destruction, including encryption of data in transit and access controls on our systems. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

If your organization requires specific compliance documentation, a signed data processing agreement, or a business associate agreement before sending us call traffic, please contact us directly and we will work with you on what is currently available.

You may ask us to access, correct, or delete personal information we hold about you by emailing hello@nemtvox.com. If you are a caller whose call was handled by the Service, we may need to direct your request to the NEMTVOX business customer that owns the call record, since they control that data within their portal.

Depending on where you live, you may have additional rights under applicable data protection law, such as the right to object to certain processing or to receive a copy of your data in a portable format. We will respond to verified requests within a reasonable time.

Our website and the Service are intended for business use by NEMT organizations and their staff. We do not knowingly collect personal information from children, and the Service is not directed to children.

We may update this Privacy Policy from time to time. If we make material changes, we will update the effective date below and, where appropriate, provide additional notice. Continued use of our website or the Service after an update constitutes acceptance of the revised policy.

If you have questions about this Privacy Policy or how we handle information, contact us at hello@nemtvox.com.