1. Who we are
KOINO Capital ("we," "us," "our") operates this website (koino.capital) and the Koino Capital Insurance Agency, including the RepFlow software platform. This policy applies to anyone who visits the site, requests a quote, receives a call or message from us, or uses any agent-powered service we operate.
2. What we collect
From the website
- Pages visited, referrer, user agent, and approximate location — via Plausible (privacy-respecting analytics, no cookies).
- Information you submit in forms (name, phone, email, state, insurance details, business questions).
From phone calls (inbound or outbound)
- Phone numbers (yours and ours), call timestamps, durations, dispositions.
- Call audio recordings, where lawful.
- Speech-to-text transcripts of the recording.
- If our AI assistant handled the call, the full conversation transcript and AI-generated summary.
Recording disclosure. Calls between us and residents of California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania, and Washington (two-party consent states) include a verbal disclosure at the start of the call: "This call may be recorded for quality and training." If you do not consent, you may decline by hanging up before the disclosure ends.
From SMS / iMessage
- Phone numbers, message content, timestamps, delivery status.
- Your reply, including
STOP, HELP, and conversational replies.
- Whether your number is iMessage-capable (for delivery routing).
From email
- Email addresses, message content, open/click events for emails we send to you.
3. How we use the information
- To respond to quote requests, schedule calls, and provide services you asked for.
- To improve our products — both human review of recordings/transcripts and automated AI analysis (call scoring, coaching summaries, objection detection).
- To send service messages (call confirmations, quote summaries, appointment reminders) and, with consent, marketing follow-ups.
- To meet legal obligations (insurance regulations, TCPA recordkeeping, IRS, state DOI filings).
- To detect fraud, abuse, and security threats.
4. AI agents and automated processing
Some of our calls, messages, and emails are handled or assisted by AI agents. Where an AI agent answers a call without a human present, the agent identifies itself as a non-human assistant. AI agents may transcribe, summarize, and classify conversations; final purchasing decisions involving insurance products are reviewed by a licensed human agent.
5. Who we share information with (sub-processors)
We use the following third parties to operate our services. They process information on our behalf and are bound by their own privacy commitments. Inclusion does not imply endorsement, just disclosure:
- Twilio — phone calls, SMS, recordings, telephony infrastructure (twilio.com/legal/privacy)
- SendBlue — iMessage delivery (sendblue.co/privacy)
- LiveKit — real-time audio routing for AI-assisted calls (livekit.io/privacy) — self-hosted on our infrastructure where possible
- Supabase — application database and authentication (supabase.com/privacy)
- Vercel — website hosting (vercel.com/legal/privacy-policy)
- Deepgram — speech-to-text transcription (deepgram.com/privacy)
- Anthropic — Claude language models for AI agent reasoning and call analysis (anthropic.com/legal/privacy)
- ElevenLabs — text-to-speech synthesis for AI agent voice (elevenlabs.io/privacy)
- Stripe — payment processing (stripe.com/privacy)
- Resend — transactional email delivery (resend.com/legal/privacy-policy)
- Plausible — privacy-respecting website analytics (plausible.io/privacy)
- Insurance carriers — when you apply for or hold a policy, the carrier issuing the policy.
- Government regulators and law enforcement — when legally required.
6. How long we keep things
- Call recordings + transcripts: 90 days by default, or longer where retention is required by law or insurance carrier policy.
- SMS history: 180 days.
- Quote and policy records: as long as the policy is in force, plus the period required by state insurance law (typically 5–7 years).
- Website analytics: anonymized aggregates retained indefinitely; individual sessions not retained.
7. Your choices
SMS opt-out
Reply STOP to any SMS from us to be removed from all SMS marketing. Reply HELP for help. Message and data rates may apply.
Voice opt-out (do-not-call)
Tell us on a call, send STOP CALLS via SMS, or email privacy@koino.capital with "Do Not Call" in the subject line. We honor requests within 30 days. You can also register on the National Do Not Call Registry.
Email opt-out
Click "unsubscribe" at the bottom of any marketing email.
Data access / deletion (CCPA, CPRA, and similar)
California, Colorado, Connecticut, Virginia, Utah, and other US-state residents have rights to access, correct, delete, or port the personal information we hold about them. Submit a request to privacy@koino.capital with the subject "Data Request." We will verify your identity and respond within 45 days.
We do not sell personal information. We do not share personal information with third parties for cross-context behavioral advertising.
8. Security
We encrypt data in transit (TLS 1.2+) and at rest. We restrict access to recordings, transcripts, and customer records to authorized employees, contractors, and sub-processors who need it to do their work. We log access to sensitive records. No system is perfectly secure; if you believe yours has been compromised, contact us immediately.
9. Children
Our services are not directed at children under 13, and we do not knowingly collect information from them. If you believe we have, contact us and we will delete it.
10. Changes
We may update this policy. Material changes will be flagged at the top of this page for at least 30 days, and existing customers will be notified by email.
11. Contact
KOINO Capital
Privacy questions: privacy@koino.capital
General: cal.com/koino/15min