Legal
Privacy Policy
Effective October 12, 2026 · PickUp AI (formerly PingBack) is operated by TurnNet Labs LLC
This policy explains what information PickUp AI (the website and the PickUp AI phone app, together the "Service") collects, how it is used, and the choices you have. "We" and "us" mean TurnNet Labs LLC.
Who this applies to
PickUp AI gives local shops a phone number that forwards calls to the shop and, when a call is missed, texts the caller back. There are three kinds of people whose information is in the Service:
- Shop owners — the business that signs up and uses the PickUp AI dashboard or app.
- The shop's callers and customers — people who call or text a shop's PickUp number.
- Website visitors who ask for a demo text on our site.
For callers and customers, the shop decides how to use PickUp AI and what to reply. We handle that information on the shop's behalf, only to provide the Service to that shop. Customers with questions should contact the shop first; we will help the shop respond.
What we collect
- Shop account information: email address, shop cell number, business name, type of business, the phone the shop's calls forward to, an optional booking link, mobile carrier (so we can show the right call-forwarding codes), your custom text-back messages, and an owner PIN or one-time sign-in codes.
- Caller and customer information: the phone number of each caller, the time of missed calls, and the content of text messages sent between the customer and the shop through PickUp AI, including automatic missed-call texts and the shop's replies. We also record whether a customer has texted STOP.
- AI phone assistant (only if the shop turns it on): when the shop's AI assistant answers a missed call, it tells the caller it is an AI assistant, and we keep a written transcript of the conversation, what the caller ordered or asked for, the name and callback number they gave, and how long the call lasted, so the shop can see it in its call log. We do not keep audio recordings. If the AI assistant is off, calls are not recorded or transcribed.
- AI assistant settings: the menu, hours, business information, greeting and rules the shop enters for its AI assistant.
- Demo requests: the phone number you enter when you ask our website to send you a sample text.
- Billing information: your prepaid balance, top-ups, usage and plan status. Card details are entered directly with Stripe; we keep only Stripe's customer and payment-method references and never see or store full card numbers.
- On your device: the app and website remember your sign-in session and carrier choice in your device's local storage so you stay signed in. Signing out clears the session.
- Basic technical data needed to run and protect the Service, such as server logs and short security records (IP address or phone number) used to limit repeated sign-in attempts and demo texts. The phone app asks for no permissions beyond internet access. We do not use advertising trackers or analytics tools, and we do not sell or share personal information for advertising.
Mobile information and SMS
We collect mobile phone numbers to send transactional SMS related to missed calls, booking follow-ups, account notices, sign-in codes and support.
We do not sell, rent, or share mobile phone numbers with third parties or affiliates for their marketing or promotional purposes. Mobile information, including text messaging opt-in data and consent, is not shared with third parties for marketing.
Message frequency varies (typically a small number of messages per missed call or support event). Message and data rates may apply. Reply STOP to cancel, HELP for help. After STOP, PickUp AI will not text that number again unless they text START.
How we use it
- To provide the Service: forward calls, send missed-call texts, deliver messages between a shop and its customers, and show them in the shop's dashboard.
- To sign you in, bill your prepaid balance, and provide support when you contact us.
- To keep the Service secure, prevent abuse and spam, follow carrier messaging rules, and meet legal obligations.
We do not sell personal information, and we do not use a shop's customer information for our own marketing.
Service providers (processors)
- Twilio — phone numbers, call forwarding and SMS delivery. Twilio processes call and message details to carry them and keeps delivery records under its own policy (twilio.com/legal/privacy).
- Anthropic — the AI model that powers the AI phone assistant (and reads menus a shop uploads). It receives the conversation text and the shop's settings to generate replies, and does not use them to train its models (anthropic.com/legal/privacy).
- Supabase — the database where shop accounts, messages and call records are kept.
- Stripe — card payments and prepaid top-ups (stripe.com/privacy).
- Vercel — hosts the website, app pages and server functions.
- Google Fonts — our pages load fonts from Google, which receives your device's IP address when a page loads.
These providers process information only to provide their services to us. We may also disclose information if required by law, to protect rights and safety, or as part of a sale or merger of the business (with notice to you).
How long we keep it
We keep shop accounts, customer messages and call records while the account is open. If you delete your account, we immediately release your PickUp number, stop all charges, delete your customers' messages, conversations, AI call transcripts and missed-call records, your AI assistant settings, and remove your email, phone numbers, business name, settings and sign-in from your account record. Copies in routine backups are removed as those backups expire (normally within 30 days).
We keep a record of past top-ups and charges, with no personal details attached, for accounting and tax purposes. Stripe and Twilio keep the payment and delivery records they are legally required to keep.
Deleting your account and data
- In the app or on the website: sign in, open your dashboard, scroll to Delete account, type DELETE and confirm. This releases your number, stops charges and deletes your shop data right away.
- By request: email hello@pingback.app from the email on your account (or include your shop cell) with the subject "PickUp AI account deletion request". We verify it is you and complete it within 30 days.
- Customers of a shop can text STOP to stop all texts, ask the shop to remove their information, or email us and we will pass the request on.
More detail: Delete account / data request.
Security
Information is sent over encrypted connections. A shop's messages and customers can only be reached by that shop's signed-in session, and sign-in attempts are rate-limited. No method of storage is perfectly secure, but we work to protect your information and will notify you as required by law if a breach affects it.
Children
The Service is for businesses and is not directed to children under 13. We do not knowingly collect information from children for our own purposes.
Your rights
Depending on where you live, you may have the right to access, correct, download or delete your personal information. You can see and change your settings and messages in the dashboard; for anything else, contact us below. We will not treat you differently for using these rights.
Changes
If we change this policy we will update the date above, and tell shop owners in the app or by email when the change is significant.
Contact
TurnNet Labs LLC
Email: hello@pingback.app
Delete account / data request · Terms and Conditions · SMS signup / CTA · Home
A TurnNet Labs company. Separate from TurnNet network / $TNET.