What information may we collect and access?
Depending on which of our Services you use and how you use them, we may collect and/or access different types of information, including the following:
For more information about the types of information we collect, see the “What information do we collect and access?” Section below.
How do we collect information?
We collect information in several ways, including the following:
For more information about how we collect information, see the “How do we collect information?” Section below.
How do we use information?
We use the information we collect to provide the Services to you, to enhance your experience with the Services, and to improve the Services and our business. For example, we use your information to service your account and respond to your questions, to market products and Services that we believe may interest you, and to monitor quality control, integrity, and security of the Services. Please see the “Your Choices” Section to learn more about your rights to opt out of certain uses of your information.
For more information about how we use information, see the “How do we use information?” Section below.
Why and with whom do we share information?
We may share the information we collect with our affiliates, vendors, and other third parties for a variety of reasons. For example, we may share your information:
For more information about our information sharing, see the “Why and with whom do we share information?” Section below.
Personally Identifiable Information
Your Contact Lists and Address Book
If you use our Mobile Apps, we may request your permission to access and store the contact list or address book maintained on your mobile phone, tablet, or other broadband-connected device (“Mobile Device”). Your contact list is considered your PII. We may use your contact list information to facilitate certain Services such as to enable you to make calls easily and to facilitate free calls, texts, and other Services. We may also facilitate the delivery of messages to individuals in your contact list that you wish to invite to download our Mobile Apps so that you can utilize our Services with these selected individuals. We will not use your contact list information for other purposes without first notifying you of the proposed use. If you do not allow us to access your contact list information, certain features of our Mobile Apps may not be available to you. You may at any time opt out from further allowing us to have access to your Mobile Device’s contact list via the Mobile App’s privacy settings on your Mobile Device.
Access to Mobile Device Camera, Microphone and Photos
If you use our Mobile Apps, we may request your permission to access the camera, microphone and photos on your Mobile Device. If you approve and/or enable it in your Mobile Device settings, our Mobile Apps may access and use the camera, microphone and photos on your Mobile Device to make and receive voice and video calls and messages and to send photos to others. You may at any time opt out from further allowing us to have this access via the Mobile App’s privacy settings on your Mobile Device.
Your Precise Location Information
Our Mobile Apps may collect precise information about the geographic location of your Mobile Device. If your Mobile Device is equipped with GPS or can connect with wireless access points or hot spots, or if your Mobile Device is also a phone that communicates with cell towers or satellites, then your Mobile Device is able to use these features to determine its precise geographic location. If you have consented, the geographic location of your Mobile Device will be transmitted to our servers in real time any time that the Mobile App is running (even if you are not actively using the Mobile App, it is minimized, or it is closed on your Mobile Device). Once you set your Mobile Device to transmit its location information to us, your Mobile Device will continue to transmit its location information to us until you set your Mobile Device to no longer do so. Your precise geographic location is considered your PII unless it is aggregate data and does not identify you. To the extent our Mobile Apps collect precise geographic location, you may at any time opt out from further allowing us to have access to your Mobile Device’s precise location information via the Mobile App’s location settings on your Mobile Device.
You also may use the Mobile App to do a one-time share of your precise geographic location in chat session.
Your Usage Information
We and our service providers may also collect other information from Customers regarding usage of our Services (“Usage Information”), in each case depending on which Service is used. Such information may include Web site pages, content or ads viewed or clicked on; the date and times, and time spent, using certain Services; user navigation through our Services; call log data; your search terms; demographic data; information from cookies and other tracking technologies (described below); information about your computer, customer premises equipment or Mobile Device (including MAC IDs, a unique device identifier, or “UDID” that we assign to your Mobile Device, and performance and signal strength); your usage of the Services on your Mobile Device or at-home equipment; performance indicators such as signal strength and call quality (such as audio and jitter characteristics); other information from your Mobile Device such as telemetry, information from the device operating system, and network being used; your Web browser and operating system and their settings; the language your computer or Mobile Device is set to; the referring page that linked you to our Web site; your Internet Protocol (“IP”) address; your wireless carrier; nearby WiFi hot spots and cell towers; home network setup, performance and bandwidth speed; and other information which may not directly identify any one individual. The identity of your Internet service provider and your general (not precise) geographical location can be derived from your IP address.
Among other things, this Usage Information, along with tracking technologies, enables third party analytics companies, such as Google analytics, to generate analytics reports on the usage of our Services. To opt out of your Usage Information being included in our Google analytics reports, you may follow these instructions.
Customer Proprietary Network Information
We collect and derive Customer Proprietary Network Information (“CPNI”) in the course of your use of our Voice-Over IP (“VOIP”) Services. CPNI means, with certain exceptions, information about the quantity, technical configuration, type, destination, location and amount of use of our VOIP Services, as well as information contained on our invoices for VOIP Services. Your CPNI is considered your PII unless it is aggregate data and does not identify you.
We use your CPNI, for example:
We may disclose your CPNI in response to a subpoena, court order, or lawful law enforcement request.
We may also disclose your CPNI to other telecommunications providers and related entities as required by applicable laws and regulations.
Your Social Security Number
In certain limited circumstances, we may collect your Social Security number from you for a limited purpose, such as for tax reporting relating to a payment for a customer referral or to facilitate an international money transfer. Your Social Security number is considered your PII.
With your permission, we may collect and access other categories of information not discussed above.
We collect information from you directly
In many cases, we collect information directly from you when you provide it to us during registration or other interactions with us. In other cases, we collect information in the course of making the Services available to you.
We collect information from third parties
We may obtain credit information about you from outside credit reporting agencies. We may also obtain information from outside companies such as those that collect consumer information including demographic and interest data. Examples of this information include gender, age range, sports enthusiast, frequent diner or pet owner. We use this data and combine it with other information we have about you to help us predict your preferences and to direct marketing offers that might be more relevant to you.
When you use social media credentials to login to or otherwise interact with a Vonage site or offer, we may collect information about your social media profile, such as your interests, “likes” and friends list. We may use this information, for example, to personalize your Vonage experiences and marketing communications, to enhance our services and to better serve you. You can control this data sharing via options in your social media accounts.
We also obtain contact information and other marketing lead information from third parties, website “refer-a-friend” options or social media platforms and may combine it with information we have to contact you or direct Vonage marketing offers to you.
We may use various tracking technologies on the Services to collect additional information about your online activities and to enable us to customize and enhance your experience on the Services.
In addition to cookies, we and our service providers may use other technologies such as clear gifs, web beacons, pixel tags, Java script, device fingerprinting and third party cookies. We and our service providers may use these technologies for analytics to improve the performance of our Services and learn how to improve it, to better understand usage of our Services, for tailored advertising, to measure advertising effectiveness, and to anonymously track usage of third party sites.
You may also stop or restrict the placement of cookies on your computer, Mobile Device or other relevant media, including third party cookies, or flush them from your browser, by adjusting your Web browser preferences, although doing so may limit the functionality of our Service.
The Services do not process “do not track” headers transmitted by web browsers, and we do not require our service providers to respond to “do not track” headers. Instead, to opt out of behavioral advertising, follow the opt-out instructions in the Interest Based Advertising Section below.
When you speak with our customer service or sales representative on the phone, your calls may be recorded and/or monitored for quality assurance and training purposes. By speaking with our representatives, you consent to this.
Use of PII
Vonage will not read, listen to or disclose to any third parties the content of your private email, conversations, or other communications that are transmitted using our Services without your prior consent except, on an as needed basis, for quality control, customer support, and voicemail transcription services, or as otherwise authorized or required by law.
Your Consent to Communications
By providing your contact information to us, you consent to receive email messages, text messages, phone calls, faxes and postal mail, including that of a promotional nature, from Vonage and our affiliates at the contact information you provide. You consent to receive phone calls from Vonage and its affiliates even if your phone number is listed on the federal or state “do not call” registries. An auto-dialer and/or artificial or prerecorded message may be used to make calls to you. You agree to enter into, sign and receive this consent to receive communications electronically. You represent that you are legally competent and have legal authority to form a contract and provide this consent with respect to the contact information you provide. You must be 18 years of age or older. You may not consent on behalf of someone else or provide someone else’s contact information. You are not required to agree to promotional communications in order to purchase goods or services from us.
Text messages may be informational, or about our promotional offerings. Informational text messages may include, for example, registration verifications, texts containing a Mobile App download link after you have requested our Mobile App, texts to set up certain Service features you have selected, account balance information or notifications of price or Service changes, and texts informing you of voice messages received in your account. Your wireless carrier may charge fees for text messages, emails and calls to your Mobile Device. Msg&Data Rates May Apply. Text “Stop” to opt out of text our messages. Text “Help” for Help.
If you do not want your PII or CPNI used by Vonage for any direct marketing purposes, or shared with third parties for their own marketing use, then you may opt out of such use or sharing by contacting us as described in the Questions and Contact Information Section below, even if you have previously consented to such use. You may also control whether our Mobile Apps can access certain content on your Mobile Device via the settings on your Mobile Device. We may offer additional choices at the time Customers sign up for Services or within marketing communications, such as email opt-outs.
Aggregate De-Identified Information
We aggregate our customer information together in a way that does not reveal our customers’ names, contact information or personal identities. Once we do this, we may use and disclose such aggregate and de-identified information in any way and for any purpose allowed under applicable law without your consent.
We will not share your credit card or other financial account information with any third parties, even joint marketing partners, unless they are involved in processing payments for Services that you have purchased from Vonage.
We may disclose your precise geographic location information, subject to applicable law, for example, to emergency service providers, law enforcement, family members in the event of an emergency, and otherwise with your express prior authorization.
The name on your account, or a portion thereof, and/or your phone number may be displayed to people that you make calls to and to other users of the Services so that they may contact you.
If you are a business customer, and have requested this, your business name and phone number may be included in public directories.
We may also use and disclose PII, subject to applicable law, to investigate and help prevent potentially unlawful activity or activities that threaten the integrity of our Service, network, or business; to investigate fraud or violations of our Terms of Service; as required by courts or administrative agencies; in response to a subpoena, court order, or lawful law enforcement request, or in connection with a sale, merger, liquidation, or reorganization of our business or assets.
We may disclose your PII to credit bureaus, such as to report late payments and other defaults on your account. With regard to CPNI, this is subject to the CPNI Section above.
Your calls and messages made through our Service may be transmitted through your own Internet access provider. Naturally, if so, your Internet access provider handles your communications as they flow through their lines. We have no responsibility for what your Internet access provider does or does not do with your information.
Interest Based Advertising
Vonage has implemented administrative, physical, and technical safeguards to help protect the PII that we transmit and maintain. However, no system or service can give a 100% guarantee of security, especially a service that relies upon the public Internet. Therefore, you acknowledge the risk that third parties may gain unauthorized access to your information.
Keep your account password secret. You are responsible for any activity under your account using your account password or other credentials.
If we believe that the security of your PII in our care may have been compromised, we may seek to notify you of that development. If a notification is appropriate, we will endeavor to notify you as promptly as possible under the circumstances, subject to any legal obligations to notify law enforcement and regulators first. If we have your email address, we may notify you by email, subject to applicable law. You consent to our use of email as a means of such notification.
You should be aware that any PII which you voluntarily include and transmit through publicly accessible forums (such as chat rooms, blogs, social networking sites, or listservs) may be viewed and used by anyone with access to such forums. Vonage is unable to control such uses of your PII, and by using such Services, you assume the risk that the PII provided by you may be viewed and used by third parties.
Account Information and Access
Consistent with applicable laws and data security requirements, Vonage will reasonably honor written requests from Consumers to access or amend their account information, such as name, address, and billing information. Customers are responsible for ensuring that the information on file with Vonage is current and accurate. Customers may access and update their information by logging in to their account or contacting us as described in the Questions and Contact Information Section below. Where permitted by law, Vonage may charge a reasonable fee to process requests for access to data and may limit the number of requests per year. Your right to amend your information is subject to our records retention policies.
Vonage does not sell products or services for purchase by children. Vonage does not knowingly solicit or collect PII from children or teenagers under the age of eighteen. If you believe that a minor has disclosed PII to Vonage, please report this to us.
Third Party Web Sites and Services
Our Services may contain links to other Web sites and services not maintained by Vonage or its affiliates. In addition, other Web sites and services may also reference or link to our Service. We encourage you to be aware when you leave our Service or browse the Internet, and to read the privacy statements of the third party Web sites and services that you visit. We do not endorse, screen, or approve, and are not responsible for the privacy practices, or the content of, such other Web sites and services.
Changes to this Policy
Transfer of Your Information to the United States of America and Other Countries
Your California Privacy Rights
California's "Shine the Light" law, Civil Code section 1798.83, requires certain businesses to respond to requests from California Consumers asking about the businesses' practices related to disclosing personal information to third parties for the third parties' direct marketing purposes. Alternately, such businesses may have in place a policy, as we do, only to disclose personal information of Consumers to third parties for the third parties' direct marketing purposes if the Consumer has opted into such information-sharing.
Questions and Contact Information
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¹Unlimited Calling is based on normal residential, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Fair Use Policy and Terms of Service. Certain call-types may be excluded for which additional charges apply. See details of Calling Plans.
International calls made outside of inclusive countries are billed per minute. Rates exclude high speed internet service, activation fee, premium services, Vonage compatible equipment, taxes and shipping. If you subscribe to plans with monthly minutes allotments (for example, Residential Basic 500), all call minutes placed from both your home and registered Extensions® phones will count toward your monthly minutes allotment. Extensions® calls made from mobiles may use airtime or data and may incur surcharges, depending on your mobile plan. Billing and 30-day Money Back Guarantee commence immediately when your service is activated ("Service Activation Date"). If you cancel within the Money Back Guarantee period, you must promptly return the device or you will be charged the full amount of the Equipment Rebate. For customers whose account activation date was on or before October 19th, 2016: (i) if you cancel after the 30-day Money Back Guarantee period and within 1 year from your account activation date, you will be charged a Disconnection Fee of $29.99 for each line that you cancel; and (ii) in addition, if you cancel after the 30-day Money Back Guarantee period and within 1 year of your account activation date you will be charged the full amount of the Equipment Rebate. For customers whose account activation date was on or after October 20th, 2016: If you cancel after the 30-day Money Back Guarantee period and within 1 year from your account activation date, you will be charged a Disconnection Fee of $120.00 for each line that you cancel. Different terms and conditions apply to Quebec residents. Credit card & high-speed Internet required. The number transfer process takes a minimum of 15 business days from the time you confirm your transfer request. Satellite, TV, alarms, modems and other systems may not be compatible with Vonage service. Vonage 9-1-1 service has certain limitations versus traditional 9-1-1 service. See www.vonage.ca/911 for details. For full details, click here for Terms of Service.
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