Privacy policy

Three groups share details with RetainerBooked: people who visit this site, firms that take a plan, and the callers those firms serve. This policy says what each group shares, why we keep it and which requests we answer. It covers retainerbooked.com, the demo requests and emails people send us, and the service RetainerBooked runs for US law firms: the intake software, a website for each firm and the marketing our team runs. It is our own policy for our own site and service, and it is not legal advice to any firm.

What this policy covers

RetainerBooked is intake software for US law firms with 1 to 10 lawyers, sold with a website for the firm and its marketing at a single flat price each month. Every part is set up, run and kept up by our own people.

We hold information in two roles. For this site, our sales conversations and the firms that pay us, we decide what is collected and why. For the people who call, text or write to a firm that uses RetainerBooked, we process information for that firm and on its instructions. The firm decides what its intake team asks and what happens with the answers.

Here, “we” and “us” mean RetainerBooked. “Your firm” is a law firm on a RetainerBooked plan. “Callers” and “potential clients” are the people who reach out to a firm.

What we collect on this site

When you browse retainerbooked.com, your browser sends the usual technical details: your IP address, the kind of browser and device, which pages you open, which page sent you, and when.

When you request a demo or write to sales@retainerbooked.com, we receive what you type: your name, your firm's name, your role, your work email, a phone number if you give one, your practice areas, how many people would log in and any note you add. Ticking the optional text box on that form lets us text you about the demo, your setup and your account. If your firm signs up, we also keep the billing contact, the plan and the payment history.

We may also note a firm's public business details, such as its name, website, office city and published email, to tell it about RetainerBooked. Every sales email we send has an unsubscribe link, and one reply asking us to stop is enough.

Uses, and the companies that help

We use these details to reply to questions and hold demos, to set up and bill a firm's plan, to support the people at your firm who log in, to keep the site and the service secure, to learn which pages and ads of ours bring demo requests, and to meet our legal and tax duties.

Companies that host the software and the websites, carry calls and texts, run the AI receptionist's voice and language tools, take card payments, send email and count site visits handle data so the service works. Each one receives what its part of the work needs. Card numbers go to our payment processor, not to our team; we see the card type, the last four digits and the expiry date.

Information also goes out where a law or a court order demands it, where someone's safety is at stake, and to a new owner if the business is ever sold or merged, who must keep the promises here. Personal information is never for sale here, and no outside company receives it to advertise to you.

Intake data we process for your firm

A firm's account holds what its callers, potential clients and clients share: names, phone numbers, emails, recordings of calls with their transcripts, texts, chats and web form answers, documents and photos sent from a phone, booked consultations, signed retainer agreements and payments. Much of it is sensitive: an arrest, an injury, a divorce, an immigration status.

That information is your firm's. We process it for your firm, to do what your firm sets up: answer and route calls, send the texts and emails your team writes or approves, book consultations, fill in and send the retainer, take the payments you turn on, build your reports, and send each signed client on to your case software through a connector.

We don't use it for our own marketing. We don't contact your callers for ourselves, we never share callers between firms, and we never send a caller to another firm. A caller who wants to see, correct or delete what they told a firm should ask that firm; if a caller writes to us instead, we pass the request on to the firm.

Confidential, encrypted, never sold

What a potential client tells your intake team stays confidential and encrypted, processed only for your firm and never sold.

Data in the service is encrypted both while it travels and where it is stored. Inside your firm, the roles you set decide who sees what: an intake specialist can be limited to their own callers, and a paralegal can be kept out of the reports. Two-factor sign-in is there for every person who logs in, and an audit log keeps a record of each change and the person who made it.

The professional rules your attorneys work under treat what a potential client says as confidential even when the firm never takes the case (ABA Model Rule 1.18). We handle intake data on the same footing, for clients and for callers who never sign.

Who on our team opens an account

Named people on our team open a firm's account, and only for setup, support and the work the firm asks for: building a form, changing how a call rings through, drafting a review reply for the firm to approve. Each of them has agreed in writing to keep what they see confidential.

We don't browse firms' accounts, and we don't read a caller's details for any reason of our own. Our ad rep works inside your firm's own Google and Meta accounts, on the campaigns your firm has approved.

Ads, conversions and audiences

When a client signs, the service can tell Google and Meta that an ad brought a signed case, so the campaigns learn which clicks matter. That signal holds a value, the time, the click ID and an event label that says nothing about the matter. It never carries intake answers or the practice area, and it sends a client's email or phone number only if your firm agrees to that in writing.

Ad audiences built from website visits follow the cookie rules below. A list of your firm's callers or clients goes to an ad account only with your firm's written okay for that list, because uploading it tells the ad company who contacted a law firm.

Text messages and consent

Texts from a firm reach only people who contacted that firm first and agreed to hear back, as the TCPA expects. Forms in the service ask for that agreement in two separate boxes: one for texts about the person's own inquiry and consultation, and one for marketing texts. Ticking either box is never required to send the form.

Each firm texts from its own registered number (the carriers' A2P 10DLC registration), and no text goes out before that registration is approved. Texting STOP back ends all texts from that number, and texting HELP back returns instructions. A consultation reminder never names the matter on the lock screen.

We keep every phone number, and every yes to texts, out of anyone else's marketing, third parties and affiliates included. The full texting terms explain how the texts work.

Calls and the AI receptionist

Calls to a firm's numbers can be recorded and transcribed, and the recording, transcript and summary are saved on the caller's card in the firm's account. Where a firm records calls, callers hear a recording notice at the start.

Whenever a call reaches the AI receptionist, the caller hears up front that the voice on the line is an AI assistant, not a lawyer. It asks the firm's own intake questions, books the consultation and puts urgent callers through to the firm's phone. It never gives legal advice and never tells a caller whether they have a case. It places no calls of its own: no AI voice call ever goes out from the service.

Cookies and analytics

A cookie is a short note a site leaves in your browser so it can recognize that browser later. On retainerbooked.com we use them to keep the site working, to remember choices such as a closed banner, to measure traffic and which pages get read (Google Analytics), and to measure our own ads and show them to people who visited (tags from Google and Meta). The software uses cookies to keep the people at your firm signed in.

Websites we build for firms use the same kinds of cookies for the firm, under the firm's own privacy policy.

Turning cookies off or wiping them in your browser is up to you; the site still works, though signing in again may be needed. Google's Ad Settings and Meta's ad preferences let you turn off ads shown because of your visits.

How long we keep data, and your requests

We keep sales conversations as long as they are useful, then delete them. We keep a firm's account data while its plan runs. When a firm leaves, we send it a file of every contact; it can then ask us to delete the account, and we do, apart from the billing records the law makes us keep. Backups age out on their own schedule.

Anyone may ask to see, fix or erase the details we keep on them, or to stop our marketing emails. Some states give their residents more say over their data, and we honor those requests for anyone the law covers. We may verify your identity first, and asking never changes how we treat you. Requests about what a caller told a firm go to that firm, as above.

Changes and how to reach us

This site is for law firms, not children. Anything a child under 13 sends us by mistake is erased once we notice it.

Any update to this policy shows as a fresh date under the heading. If a change affects how a firm's data is handled, we email the firm's account owner before it applies.

Email sales@retainerbooked.com about anything on this page; a real person answers.