Privacy Policy

Version: 1.1

Last updated: 08/01/2025

We — Neoplan Middle East FZ-LLC, registered inUAE Freezone with office at FOB51858 Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates, (“etCall”, “we”, “us”, or “our”) — are committed to protecting your personal data and respecting your privacy.

This Privacy Policy explains how we collect, process, and protect your personal data when you use our mobile application, website, or services. It also describes your rights and how to exercise them.

If you have any questions, please contact us at: support@etcall.et

1. Scope of this Policy

This Privacy Policy applies to anyone who:

  • Downloads or uses the etCall app
  • Interacts with us via our website, ads, or customer support
  • Purchases or uses our services (e.g. prepaid plans, virtual numbers)

By using our services, you acknowledge and accept the practices described in this Privacy Policy.

2. What Data We Collect & Why

We collect and process the following categories of personal data:

a) Account & Registration Data

  • Phone number, email, language preference
  • [Optional: name, profile photo, country]

Why? To register your account, assign a virtual number, send updates, and provide support.

b) Device & Technical Data

  • Device model, OS version, app version, mobile carrier, IP address, device identifiers, and time zone.

Why? To ensure app compatibility, prevent fraud, and troubleshoot issues.

c) Usage Data

  • Call metadata (e.g. destination number, duration, timestamps)
  • Plan purchase history
  • In-app interactions and settings

Why? To deliver services, prevent abuse, analyze traffic patterns, and improve the app.

d) Payment Information

  • We process your payments via Stripe. We do not store full payment details, but we may collect:
  • Cardholder name, email, billing address
  • Last 4 digits of the card, issuing bank

Why? To process transactions, issue receipts, and handle chargebacks if applicable.

e) Promotional & Support Interactions

  • Emails, chat transcripts, customer support tickets, user surveys

Why? To improve our support, provide service updates, and understand user feedback.

f) Behavioral & Analytics Data

  • Cookies (if you use our website)
  • Event tracking inside the app
  • Language, referral source, campaign ID

Why? For analytics, marketing performance, and personalization of offers.

3. Microphone Access

Our App requests access to your device's microphone only when explicitly granted by you and only for the specific purposes described below. We will never access your microphone without your prior permission.

Why We Use Microphone Data

We use microphone access solely for the following core functionalities within the App:

  • Audio Calls: To facilitate voice communication during audio calls with other users of the App or MSISDN numbers.

Control and Permissions

You have full control over microphone permissions:

  • Initial Grant: You will be asked to grant permission the first time the App needs to use the microphone.
  • Changing Permissions: You can change these permissions at any time through your device settings.
  • On iOS: Go to Settings > Privacy & Security > Microphone and toggle our App's access on or off.
  • On Android: Go to Settings > Apps > [App Name] > Permissions and modify the Microphone permission.
  • Effect of Revoking Access: Please note that if you choose to revoke microphone permission, you will no longer be able to use any features of the App that rely on it.

4. Legal Grounds for Processing

We process your personal data on the following legal bases:

  • Purpose: to provide services and prepaid plans. Legal basis: contractual obligation.
  • Purpose: to process payments via Stripe. Legal basis: contractual obligation / legal compliance.
  • Purpose: to prevent fraud and ensure platform integrity. Legal basis: legitimate interest.
  • Purpose: to send account-related updates or alerts. Legal basis: contractual obligation.
  • Purpose: to analyze and improve the app. Legal basis: legitimate interest.
  • Purpose: to comply with applicable laws. Legal basis: legal obligation.
  • Purpose: to respond to support requests. Legal basis: legitimate interest / contractual obligation.
  • Purpose: to send promotional messages (optional). Legal basis: consent (with opt-out).

5. Security Measures

We implement technical and organizational security measures to protect your personal data against unauthorized access, misuse, or loss.

Examples include:

  • Data encryption during transmission
  • Access controls within our systems
  • Partnering only with PCI-DSS-compliant processors like Stripe

If you have concerns about how your data is protected, contact us at support@etcall.et.

6. Data Sharing

We do not sell your personal data. We may share it with:

  • Service providers (e.g. Stripe, cloud hosting, analytics tools)
  • Legal authorities if required under applicable laws
  • Internal teams of etCall and its direct affiliates
  • Successor entities in case of merger or acquisition

All third parties must process your data in accordance with applicable privacy laws and under appropriate security guarantees.

7. Data Transfers Outside Your Country

Your data may be processed outside of your country of residence, including in jurisdictions that may not offer the same level of data protection. Where required by law, we implement safeguards such as Standard Contractual Clauses or other legal mechanisms.

8. Communication with You

We may contact you via:

  • Email or in-app notification — for technical, service, or account-related messages
  • Promotional channels — for special offers or feature updates (only if you opt in)

You can unsubscribe from marketing communications at any time by:

  • Clicking the “unsubscribe” link in the email
  • Adjusting your settings in the app
  • Contacting us at support@etcall.et

9. Use of Cookies (Website Only)

We use cookies on our website to:

  • Keep you logged in
  • Remember language and currency settings
  • Analyze traffic and usage patterns
  • Track promotions and referral programs

You can manage cookies in your browser settings. Disabling cookies may affect site functionality.

10. Data Retention

We retain your data:

  • As long as your account is active
  • As needed to fulfill legal obligations (e.g. telecom or tax laws)
  • For up to 3 months after account deletion for audit and fraud prevention

After that, your data is securely deleted or anonymized.

11. Your Rights

Depending on your location and applicable law, you may have the right to:

  • Access your data
  • Correct inaccuracies
  • Delete your data (“right to be forgotten”)
  • Restrict processing in some cases
  • Object to certain processing
  • Withdraw consent for marketing at any time
  • Complain to your local data protection authority

To exercise any of these rights, contact us at: support@etcall.et or info@neoplan.expert 

12. Changes to this Policy

We may update this Privacy Policy as our services evolve or legal requirements change. We will:

  • Publish the latest version on our website and in the app
  • Notify you of material changes via email or in-app notice

Your continued use of the service means you accept the updated policy.

13. Contact Information

If you have questions or concerns about this Privacy Policy or your data, please contact:

Neoplan Middle East FZ-LLC 

FOB51858 Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates

Email: support@etcall.et or info@neoplan.expert

Website: www.etcall.et