Privacy Policy

TrueCaptions is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, and protect your personal information when you interact with our services. By using our website or services, you agree to the terms outlined below.

Collection of Information

Personally identifiable information (“Personal Information”) refers to data that can be used to identify or contact you. TrueCaptions may collect Personal Information in the following ways:

• When you register for, use, or inquire about our captioning services.
• When you communicate with us through email, forms, surveys, or other interactions.

In order to access TrueCaptions services, such as our mobile captioning app, you may be asked to complete an application or registration form and provide necessary information. This may include:

• Name
• Mailing address
• Email address
• Phone number
• IP address

To comply with FCC requirements for IP CTS (Internet Protocol Captioned Telephone Service), we may collect anonymized usage data, such as call duration, device type, connection performance, and app features used. This data does not include the content of conversations, and is used solely to monitor system functionality, ensure service quality, and meet regulatory requirements.

Use of Cookies

TrueCaptions may use cookies or similar tracking technologies on its website and mobile application to enhance your experience. These small data files allow us to remember your preferences, tailor content, and analyze how users interact with our platform.

You can control cookie settings through your browser or device. Disabling cookies may affect certain website features but will not impact your ability to use our captioning services.

Use of Personal Information

TrueCaptions uses the information we collect to provide and improve our services, respond to user inquiries, and ensure accessibility compliance. This includes supporting core functionality, enhancing security, and optimizing the user experience.

We may also use this information to analyze usage patterns, conduct product development, communicate service updates, and support technical operations. Any data shared externally — for analytics or support purposes — is aggregated or anonymized and does not include personally identifiable information unless explicitly authorized by the user.

In some cases, we may be required to disclose certain information in response to legal obligations, such as court orders or law enforcement requests, or to protect the rights, safety, and integrity of our users and services.

CPNI (Customer Proprietary Network Information)

Customer Proprietary Network Information (CPNI) includes details such as the type of captioning services you use, the number and duration of calls, and the location where services are accessed.

TrueCaptions may use or disclose CPNI without additional user consent under the following circumstances:

• To deliver and maintain captioning services
• For emergency call processing (e.g., 911)
• To install, troubleshoot, or support the service
• To inform you about new features or updates related to services you already use
• To comply with legal obligations such as subpoenas or requests from regulatory authorities
• To prevent fraud or abuse of services and ensure secure operations

TrueCaptions may also seek your consent to use CPNI for marketing purposes involving services outside your current use. You have the right to opt out of such use at any time. Declining this use will not impact your access to core captioning services.

Security Measures

TrueCaptions implements multiple safeguards to protect your personal information and ensure secure communication. This includes secure servers, encrypted data transmissions, and industry-standard access controls.

When you register, fill out forms, or use our services, your information is encrypted during transmission and stored securely. While TrueCaptions takes strong measures to protect data, please be aware that no method of transmission over the Internet can be guaranteed to be 100% secure. Therefore, we cannot guarantee absolute security of information sent electronically, including email communications.

Disclosure of Personal Information to Third Parties

TrueCaptions may provide your personal information, including identity details, to authorized entities or third parties as outlined in this section. To verify your identity or facilitate services, we may share certain personally identifiable information such as your full name, residential and registered 911 address, telephone number, date of birth, and the last four digits of your Social Security Number with relevant parties.

In cases where TrueCaptions has reason to believe that our service or platform has been used unlawfully, we may disclose related communications and user data, including identity and usage information, to law enforcement or other appropriate authorities for investigation and legal action. You expressly consent to such disclosure when necessary for legal compliance or security.

Additionally, TrueCaptions may disclose personal information such as your name, phone number, payment data, registered locations, IP address, and other account information under the following circumstances:

• In response to valid legal requests such as subpoenas, search warrants, or court orders;
• To comply with applicable laws or regulations;
• To prevent fraud, security breaches, or misuse of the service;
• To protect the rights, property, and safety of TrueCaptions, its users, or the public;
• In emergency situations, where we believe disclosure is necessary to prevent imminent harm.

TrueCaptions does not sell your personal information. However, in the context of a potential sale, merger, asset transfer, or financing arrangement, your information may be disclosed as part of due diligence, with appropriate contractual safeguards to limit disclosure and maintain confidentiality. You will be notified, where required by law, before any material change in data control takes place.

Opt-Out Rights and Access to Personal Data

You have the right to opt out of receiving promotional communications from TrueCaptions. If you no longer wish to receive marketing emails or messages, you can unsubscribe at any time by following the instructions provided in the communication, or by contacting us directly.

If you wish to access, update, correct, or delete the personal information you’ve provided to us, you may do so by contacting TrueCaptions at the address or email listed below. Upon request, we will provide a summary of the personal information associated with your account and make reasonable efforts to accommodate changes or deletion, subject to applicable legal or regulatory requirements.

Requests to access or delete your data may require verification of your identity to help protect your privacy and security.

Collection of Personal Data from Children

To the extent TrueCaptions is able to determine the age of users by their submissions or interactions, we do not knowingly:

1. Collect or post information from individuals under the age of sixteen (“children”) without the consent of a parent or legal guardian; or
2. Provide any personally identifying information collected from children to any third party for any purpose.

No information collected from users who identify as under 16 will knowingly be used for any marketing or promotional purposes—either within or outside of TrueCaptions.

TrueCaptions’ Right to Contact Users

TrueCaptions reserves the right to contact users regarding:

• Account status or updates
• Changes to our Terms of Service, Privacy Policy, or any other relevant policies
• Important information related to the use or availability of our services

These communications may occur via email, phone, or other contact methods provided by the user during registration.

California Privacy Notice

This privacy notice applies to California residents and is provided in accordance with the California Consumer Privacy Act (CCPA), the California Privacy Rights Act (CPRA), the California Online Privacy Protection Act (CalOPPA), and other applicable California privacy laws.

TrueCaptions does not track your online activity over time or across third party websites, and we do not respond to “Do Not Track” browser signals. We also do not authorize third parties to collect personally identifiable information about your browsing behavior across different sites when using TrueCaptions services.

Under California law, you have the right to know what personal information we collect, how we use it, and with whom it is shared. You also have the right to access, correct, delete, or limit the use of certain sensitive information. TrueCaptions does not sell or share your personal information.

To make a privacy-related request, please contact us at info@truecaptions.net or call 800-637-0077. We may need to verify your identity to protect your data before fulfilling your request.

TrueCaptions will not discriminate against you for exercising your privacy rights.

Consumer Rights Under the CCPA/CPRA/DOPPA

Pursuant to the California Consumer Privacy Act of 2018 (“CCPA”), the California Privacy Rights Act of 2020 (“CPRA”), and the Delaware Online Privacy and Protection Act (“DOPPA”), consumers are entitled to the following rights:

• Right to Know: Consumers have the right to request that TrueCaptions disclose the categories and specific pieces of personal information that have been collected about them during the preceding 12-month period.
• Right to Delete: Consumers have the right to request the deletion of personal information collected by TrueCaptions, subject to certain exceptions as permitted by law.
• Right to Correct: Consumers may request correction of inaccurate personal information maintained by TrueCaptions.
• Right to Non-Discrimination: TrueCaptions shall not discriminate against any consumer for exercising their privacy rights, including by denying goods or services, charging different prices or rates, or providing a different level or quality of service.
• Right to Limit Use and Disclosure of Sensitive Personal Information: Where applicable, consumers may request that the use of their sensitive personal information be limited to purposes necessary for providing the services or as otherwise permitted by law.

To exercise any of the rights described above, consumers may submit a verifiable request by contacting TrueCaptions at info@truecaptions.net or by calling 800-637-0077. TrueCaptions may require the collection of certain information to verify the identity of the requestor before responding to any such request.

Requests by an Authorized Agent

A California resident may use an authorized agent to submit a right to know request or a request to delete. To use an authorized agent to submit such a request, the California resident must provide the agent with written authorization. In addition, the California resident may be required to verify their own identity with TrueCaptions or to authenticate the agent’s authorization. TrueCaptions may deny a request from an agent that does not submit proof, including written authorization from the resident, that the agent has been authorized by the California resident to act on their behalf. However, such requirements will not apply where a California resident has provided the authorized agent with power of attorney pursuant to California Probate Code Sections 4000 to 4465.

Right to Not be Discriminated Against for Exercising Privacy Rights

TrueCaptions will not discriminate against you for exercising your rights to disclosure or deletion. Unless otherwise permitted by the CCPA, CPRA, DOPPA or other applicable law, TrueCaptions will not:

• Deny you goods or services
• Charge you a different rate for goods or services
• Provide you with a different level or quality of goods or services
• Suggest that you may receive a different price or quality of service