Last updated: September 8, 2026
Privacy Policy
Carben Services ("Carben Services," "Carben," "we," "us," or "our") respects your privacy. This Privacy Policy explains what information we collect, how we use and disclose it, and the choices available to you when you visit our website, contact us, or communicate through services operated by us.
Important: Carben Services provides communication and automation services to businesses. In some cases, Carben processes information on behalf of a business client. When that occurs, the client business may be the party responsible for the underlying customer relationship, while Carben acts as a service provider or processor for the client. This Policy does not replace any privacy notice provided by that client.
1. Information We Collect
Depending on how you interact with us or one of our business clients through a Carben-powered system, we may collect:
- Contact information: name, business name, email address, telephone number, and other information you voluntarily provide.
- Communications: the content of text messages, chat messages, emails, calls, or other communications submitted to or transmitted through a Carben-powered system. If a client enables call recording or transcription, applicable notices and consent requirements are the responsibility of the client and the applicable parties.
- Business and service information: appointment requests, service requests, preferences, and other information needed to respond to an inquiry or provide an automated service.
- Website and device information: IP address, browser and device information, pages viewed, referring pages, approximate location derived from IP address, and similar technical information that may be collected through hosting, security, analytics, cookies, or comparable technologies.
- Client-provided information: information a business client provides to us so that we can configure, operate, maintain, or support its automation services.
2. How We Use Information
We may use information to:
- Provide, operate, maintain, troubleshoot, and improve our website and services.
- Respond to inquiries and provide requested information or services.
- Send or facilitate calls and text messages on behalf of our business clients, including missed-call responses, appointment-related messages, customer-service communications, and other communications configured by the client.
- Provide customer support and communicate with our clients.
- Authenticate users, prevent fraud, detect abuse, maintain security, and protect our systems.
- Process payments and maintain business and accounting records.
- Analyze service performance and improve workflows, automation, and system reliability.
- Comply with legal obligations, enforce our agreements, and respond to lawful requests.
3. SMS and Telephone Communications
Consent to receive automated messages is not a condition of purchasing goods or services from Carben. Where a client is responsible for obtaining consent, the client is responsible for obtaining and documenting any consent required by applicable law and for honoring applicable do-not-call and consent-revocation requirements.
Carben and its clients may use customer-initiated communications, transactional messages, service messages, or marketing messages. The legal basis and consent requirements can differ depending on the type of communication, the recipient, the telephone number, and applicable law.
When a recipient makes a reasonable request to stop applicable automated communications, we will process that request as required by applicable law. The FCC has stated that consent revocation may be made by any reasonable means and that covered callers/texters must honor revocation requests within a reasonable time, not to exceed 10 business days. Carben's systems are designed to support these requirements, but clients remain responsible for their own lawful use of the service.
4. How We Share Information
We do not sell personal information for money. We may disclose information in the following circumstances:
- Service providers: to vendors that provide hosting, cloud storage, CRM, communications, SMS or voice delivery, AI or automation, analytics, payment processing, security, customer support, or other business services on our behalf.
- Business clients: when we process information on behalf of a client, we may provide that information to the client or otherwise process it according to the client's instructions and applicable agreements.
- Legal and safety purposes: when reasonably necessary to comply with law, legal process, governmental requests, protect rights or safety, investigate fraud or abuse, or enforce agreements.
- Business transfers: in connection with a merger, acquisition, financing, reorganization, sale of assets, or similar transaction, subject to applicable law.
- With your direction or consent: when you ask us to share information or otherwise authorize the disclosure.
We require service providers to handle information in accordance with applicable contractual obligations and the services they provide. Not every provider receives every category of information.
5. AI and Automated Processing
Some Carben services may use artificial intelligence or other automated technologies to generate, classify, summarize, route, or assist with communications and workflows. Information submitted through those services may be processed by third-party technology providers used to operate the service.
AI-generated responses may contain errors or omissions and should not be treated as professional, emergency, legal, medical, financial, or other regulated advice. Business clients are responsible for configuring their systems appropriately and reviewing automated workflows where appropriate.
We do not represent that every third-party AI provider uses identical data-retention or training practices. Before publishing this Policy, Carben should confirm the actual providers it uses and ensure its contracts and public disclosures accurately describe their treatment of customer data.
6. Cookies and Analytics
We may use cookies, log files, analytics tools, or similar technologies to operate the website, understand website usage, maintain security, and improve our services. The specific technologies used may change over time. Where required by law, we will provide applicable notices or choices regarding non-essential cookies and similar technologies.
7. Data Retention
We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including providing services, maintaining business and transaction records, resolving disputes, preventing abuse, complying with legal obligations, and enforcing agreements.
Different categories of information may be retained for different periods. We may retain certain records after a service relationship ends when reasonably necessary for legal, compliance, security, accounting, or dispute-resolution purposes. When information is no longer needed, we intend to delete it or dispose of it in a reasonably secure manner, subject to backups and lawful retention requirements.
8. Data Security
We use reasonable administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure. No internet transmission or electronic storage system can be guaranteed to be completely secure.
We limit access to information based on business need and work with service providers that process information on our behalf. We also expect service providers to maintain appropriate safeguards for the information they handle.
9. Your Choices and Privacy Requests
- You may request access to or correction of personal information we maintain about you, subject to applicable law.
- You may request deletion of personal information, subject to lawful exceptions and legitimate business or legal retention requirements.
- You may opt out of applicable SMS communications by replying STOP or using another reasonable method that clearly communicates your request to stop.
- You may contact us about privacy questions or requests using the contact information below.
If your information is being processed by Carben on behalf of one of our business clients, we may refer your request to that client or assist the client in responding, depending on the circumstances and applicable law.
10. Children's Privacy
Our website and business services are intended for adults and businesses and are not directed to children under 13. We do not knowingly collect personal information online from children under 13. If you believe a child under 13 has provided personal information to us, please contact us so that we can investigate and take appropriate action.
11. State Privacy Rights
Some U.S. states provide residents with specific privacy rights. Whether those rights apply to you and whether Carben is subject to a particular state privacy law depends on factors such as your state, the nature and volume of information involved, and applicable statutory thresholds. Where required by applicable law, Carben will provide the rights, disclosures, and request procedures required by that law.
12. Changes to This Policy
We may update this Privacy Policy from time to time. The "Last updated" date at the top identifies the current version. If we make material changes, we may provide additional notice when required by law.