1. What we collect
| Data | Why we collect it |
|---|---|
| Caller name and phone number | To book the consultation and so the firm can call the person back. We never text or call that number ourselves. |
| Where the incident happened (personal injury calls only) | So the firm can check jurisdiction, the police agency that responded, and whether the case is one it takes |
| What happened, in the caller's own words (personal injury calls only) | So the firm knows what the case is |
| Criminal defense and DUI calls instead: who is facing the charge, whether they are in custody, the facility and booking number, the name of the charge, the city and date of the arrest or citation, and the court date | So the firm can open the file and prepare the consultation |
| Call recording and transcript | Quality assurance, dispute resolution, and proof of consent |
| Appointment date and time | To write the consultation to the firm calendar |
| Firm contact details | To send case alerts and to bill for the service |
Because the firm needs it to evaluate a personal injury case, Riley asks in general terms whether anyone was hurt. She does not ask for medical records, diagnoses, treatment details, payment card numbers, or government identification numbers. Whatever the caller says is kept only in that firm's intake record and call recording, and is never used for any other purpose.
Criminal defense and DUI calls are different on purpose. On a call for a criminal defense or DUI firm, Riley is instructed never to ask the caller what happened or whether they did it, and to stop the caller if they begin to describe it — she asks them to save it for the attorney and goes back to the basic facts listed above. If she can tell the call is coming from a jail or detention facility phone, she says out loud that those calls are usually recorded by the facility and asks the caller not to discuss the case on that line. As with every call, the call is still recorded and transcribed as described in section 2 of the Terms of Service, so anything a caller volunteers anyway is recorded; that is why she interrupts.
2. How we use it
Only to deliver the service to the firm: answering the call, booking the consultation and notifying the firm. We do not text or call the person who called the firm — their number goes to the firm in Riley's notes and is used for nothing else. We do not use caller data for advertising, and NeverLose does not use call recordings or transcripts to train AI models or for any purpose of its own. The service providers listed below process call audio and text under their own data terms.
3. Who we share it with
- The firm the caller called. They receive the intake so the firm can take the case.
- Service providers that make the product work — telephony, speech processing, calendar, and hosting providers — strictly to perform those functions on our instructions.
- Authorities, only when required by law.
We do not sell personal data. We do not rent or share phone numbers for marketing.
4. How long we keep it
- Call recordings and transcripts: up to 12 months, then deleted.
- Appointment records: for as long as the firm is our client, plus the period required by law.
- Opt-out records: kept indefinitely, because we are required to remember that you opted out.
5. Security
Every connection to our systems is encrypted in transit with TLS, and our website and interfaces are served over HTTPS only. Our server is a dedicated machine in a European data center (Hetzner, Helsinki); administrative access requires an SSH key — password logins are disabled — and is limited to the people who need it to run the service. To be precise rather than reassuring: we do not claim disk-level encryption of data at rest today. If encryption at rest is a requirement for your firm, ask us before you sign and we will tell you exactly where your data sits and what we can change.
6. Your rights
You may ask us to access, correct, or delete your personal data, or to stop messaging you. Write to hello@neverloseaclient.com and we will respond within 30 days.
To stop text messages immediately, reply STOP to any message. See our SMS Consent & Opt-In Policy.
7. Children
Our service is not directed at children under 13 and we do not knowingly collect their data.
8. International transfers
NeverLose uses service providers located in the United States and the European Union, and our team may access the service from outside the United States. Data may be processed in those locations to deliver the service.
9. Changes
We may update this policy. The date at the top of this page always shows the current version.
Contact
NeverLose
hello@neverloseaclient.com
Phone: (623) 220-3643