Privacy Policy

Last Updated: June 2026

VOIP LLC and its affiliates (collectively, “VOIP LLC,” “voip.com,” “we,” “us,” or “our”) are committed to protecting your privacy. This Privacy Policy describes how we collect, use, disclose, and safeguard personal information in connection with our Voice over Internet Protocol (“VOIP”) services, including voice calling, text messaging (SMS), voicemail, call forwarding, and related features (the “Services”).

This Privacy Policy is part of our Terms of Service and governs your use of the Services. By using the Services, you accept the terms of this Privacy Policy.

We strive to collect only the minimum amount of information necessary to provide reliable, high-quality VOIP services and to protect your communications privacy. We limit data collection, sharing, and retention to what is required to deliver the Services, comply with the law, and improve service quality.

This policy does not apply to publicly available information or de-identified/aggregated data. We do not sell or share your personal information for cross-context behavioral advertising, targeted advertising, profiling, or to third parties for marketing purposes.

If you are a resident of California, Virginia, Colorado, Connecticut, Utah, Texas, Oregon, Montana, Iowa, Delaware, New Hampshire, New Jersey, Tennessee, Minnesota, Maryland, Nebraska, Indiana, Kentucky, Rhode Island, or any other state with comprehensive consumer privacy laws, you may have enhanced rights described below.

If you have a disability that makes it difficult to read or use this Privacy Policy, please contact us at the information below so we can provide assistance.

1. What Personal Information Do We Collect?

We collect only the personal information necessary to provide, maintain, and improve the Services, process payments, ensure emergency calling functionality, prevent fraud, and comply with legal obligations (including FCC rules governing Customer Proprietary Network Information or “CPNI”).

Categories of Personal Information We May Collect:

  • Identifiers and Contact Information: Name, email address, phone number(s) associated with your account, billing address, IP address, and other online identifiers.
  • Account and Service Information: Account credentials, plan details, device identifiers, service address (required for 911 emergency routing), call forwarding settings, and voicemail preferences.
  • Communications Data:
    • Call Detail Records (CDR): Date, time, duration, originating and terminating phone numbers, and call type.
    • SMS/MMS metadata and, where applicable, message content.
    • Voicemail recordings and transcripts.
  • Location Information: Precise physical service address you register for 911 purposes. We do not track your real-time location except when required to route 911 calls.
  • Payment and Financial Information: Credit/debit card details, billing history, and transaction information (processed securely by third-party payment processors).
  • Usage and Technical Data: Browser type, operating system, device type, referring/exit pages, clickstream data, and information about how you use our website, portal, or softphone applications.
  • Sensitive Personal Information: Financial account information, precise geo-location data (for 911), and the contents of your communications (calls, SMS, voicemail).
  • Audio/Communications Information: Recordings of calls with our customer support team (with notice) for training and quality purposes. We do not routinely record or store the content of your VOIP calls or SMS conversations except as necessary to provide voicemail, transcription, or fraud detection features you have enabled.

Sources of Information: (i) Directly from you (account signup forms, calls or emails to support, updates to your 911 service address); (ii) Automatically through your use of the Services (cookies, server logs, call signaling); (iii) From service providers (e.g., payment processors, underlying carriers for call completion); (iv) Publicly available sources where relevant for fraud prevention.

We do not knowingly collect personal information from children under 13. Our Services are not directed to children under 13. If you are under 13, please do not use the Services.

2. How Do We Use Your Personal Information?

We use your personal information only for legitimate business purposes related to providing and improving the Services. Specific uses include:

  • Providing and Delivering the Services: Routing and completing voice calls and SMS messages, storing and delivering voicemail, enabling call forwarding, and maintaining your account and phone number(s).
  • Emergency Services (911): Routing 911 calls to the appropriate Public Safety Answering Point (PSAP) using the service address you have registered. Accurate location information is essential for this critical feature.
  • Billing and Account Management: Processing payments, sending invoices and service alerts, and managing your subscription.
  • Fraud Prevention and Security: Detecting and mitigating robocalls, spam, fraud, and abusive traffic patterns (a major focus for VOIP providers). This includes analyzing call detail records and usage patterns.
  • Service Quality and Analytics: Monitoring call completion rates, audio quality, network performance, and user experience to improve the Services. We use aggregated and de-identified data where possible.
  • Customer Support: Responding to your inquiries, troubleshooting issues, and improving our support processes (including call recordings with notice).
  • Legal and Regulatory Compliance: Complying with applicable laws, including FCC regulations on CPNI (we protect the confidentiality of your call and usage information as required by law), law enforcement requests with valid legal process, tax obligations, and responding to subpoenas or court orders.
  • Improving and Developing the Services: Analyzing usage trends and feedback to develop new features and enhance reliability.

We limit the use of Sensitive Personal Information to what is strictly necessary to provide the Services you requested.

3. How Do We Disclose or Share Your Personal Information?

We minimize disclosures and share personal information only when necessary to provide the Services or comply with the law.

We may disclose personal information in the following limited circumstances:

  • Service Providers and Carriers: To underlying telecommunications carriers, SMS/MMS aggregators, and technology partners necessary to route and deliver calls and text messages. These parties are contractually obligated to protect your information and use it only to provide services to us.
  • Emergency Services Providers: When you dial 911, we share your registered service address, callback number, and other necessary information with 911 service providers and Public Safety Answering Points (PSAPs) to enable emergency response. This is a core function of the Services.
  • Payment Processors: To securely process your payments. These processors are bound by their own privacy policies and do not use your information for their own marketing.
  • Analytics and Service Improvement Providers: Aggregated or de-identified data for call quality, network performance, and fraud detection analytics.
  • Legal and Government Authorities: When required by law, in response to valid subpoenas, court orders, or law enforcement requests. We protect CPNI and communications content in accordance with FCC rules and only disclose when legally compelled or with your consent.
  • Safety and Legal Rights: To protect the rights, property, or safety of VOIP LLC, our customers, or the public, or to enforce our Terms of Service.

4. Cookies and Tracking Technologies

We use cookies, web beacons, and similar technologies on our website and customer portal to:

  • Remember your preferences and login status.
  • Analyze how visitors use our site to improve functionality and performance.
  • Detect and prevent fraud or abusive activity.

You can manage cookie preferences through your browser settings. Some features of the Services may not function properly if cookies are disabled. We do not use tracking technologies to build detailed profiles for targeted advertising.

5. Your Privacy Rights

Depending on your state of residence, you may have the following rights regarding your personal information (subject to certain exceptions and verification requirements):

  • Right to Know / Access: Request confirmation of whether we process your personal information and obtain a copy of the categories and specific pieces of personal information we have collected about you.
  • Right to Delete: Request deletion of your personal information, subject to legal retention requirements (e.g., billing records, fraud prevention data, or communications needed for active service disputes).
  • Right to Correct: Request correction of inaccurate personal information.
  • Right to Opt-Out of Sale or Sharing: We do not sell or share personal information for targeted advertising, but you may still submit an opt-out request.
  • Right to Limit Use of Sensitive Personal Information: Request that we limit the use of your sensitive personal information to what is necessary to provide the Services.
  • Right to Data Portability: Receive your personal information in a portable, machine-readable format (where technically feasible).
  • Right to Non-Discrimination: We will not discriminate against you for exercising any of these rights.

How to Exercise Your Rights: Submit a verifiable request through our online portal, by emailing privacy@voip.com, or by calling (208) 618-2766. We will verify your identity and respond within the timeframes required by applicable law.

If you are a California resident, you may also designate an authorized agent to make requests on your behalf. For appeals or complaints in certain states, additional contact information is available upon request.

6. Security and Data Retention

Security: We implement reasonable administrative, technical, and physical safeguards to protect your personal information against unauthorized access, use, alteration, or destruction. This includes encryption of sensitive data in transit and at rest where appropriate, access controls, and regular security reviews. No method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

Retention: We retain personal information only as long as necessary to: (i) Provide the Services and support your account, (ii) Comply with legal, tax, and regulatory obligations (including CPNI retention requirements and record-keeping for billing disputes); (iii) Resolve disputes and enforce our agreements; (iv) Prevent fraud and ensure service quality.

7. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, Services, or legal requirements. The “Last Updated” date at the top of this policy indicates when it was last revised. Your continued use of the Services after any update constitutes acceptance of the revised policy.

8. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:

Privacy Officer / Data Protection Contact
Email: privacy@voip.com
Phone: (208) 618-2766