Privacy Policy

Marchex, Inc., its subsidiaries and affiliates (collectively “we” or “Marchex”) respect your privacy. This Privacy Policy applies to the information we collect on our owned and operated websites (e.g. https://www.marchex.com), including associated customer log-in areas (collectively, our “Site”) and to the information we collect on behalf of our Clients in provision of our various information services (collectively, our “Services”). This Privacy Policy describes how we collect and use the personal information we collect on our Site and the information we collect on behalf of our Clients who use our Services. The Policy also describes the choices you have regarding our collection and use of your personal information. Our Site contains links to other third-party sites. We are not responsible or liable for the privacy practices or content of such sites since we do not control them.

Marchex Site

Categories of Information We Collect on our Site

As part of our Site, Marchex may collect the following categories of data that may contain Personal Information:

• Contact information submitted through our Site (e.g. name, email address, etc.) to the extent required to send us a message through the Site, fill out a contact form, request a product demonstration, participate in a marketing survey or campaign, register for a webinar, download an e-book, apply for an account with Marchex, ); and
• Web session data (e.g. IP address, cookie ID, or device ID, etc.)

We may also collect personal information when you apply for a job through this Site.

Web session information is collected automatically from customers and other Site users, as described below.

Cookies. Like most sites, Marchex and our service providers may use cookies and similar tracking technologies to compile statistics about Site users. Cookies are small text files transferred to your device through your web browser. Some cookies allow us to make it easier for you to navigate our Site, while others are used to enable a faster log-in process or to allow us to track your activities at our Site, including your IP address, page(s) you visited and keyword searches you conducted on our Site. Most web browsers automatically accept cookies, but if you prefer, you can edit your browser options to block them in the future. The Help portion of the toolbar on most browsers will tell you how to prevent your computer from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. Visitors to our Site who disable cookies will be able to browse certain areas of the Site, but some features may not function.

Do-Not-Track. Our Site does not currently respond to web browser Do-Not-Track signals.

Web Beacons, E-Tags, and JavaScripts. We and our analytics or service providers may use these tracking technologies in analyzing trends, administering our Site, tracking users’ movements around the Site, and gathering demographic information about our user base as a whole. We may receive reports based on the use of these technologies by these companies on an individual and aggregated basis.

Third-Party Analytics. We use certain automated devices and third-party applications such as Google Analytics to evaluate usage of our Site and others to evaluate our email marketing. We and our third-party service providers also may use other analytic means, such as clear GIFs to evaluate our Site and to help us improve our Site, performance and user experiences. These entities may use cookies and other tracking technologies to perform their services. This Policy does not cover such third parties’ use of any data they may collect about you independently of their relationship with us.

How We Use Information Collected on Our Site

We may also send periodic promotional or informational emails to customers and other users of our Site, including newsletters. You may opt out of such communications by following the opt-out instructions contained in the email or by visiting our email opt out web page. Please note that it may take up to 10 business days for us to process opt-out requests. If you are a client and opt out of receiving emails about recommendations or other information we think may interest you, we may still send you emails about your account or any purchases.

Marchex does not sell personal information collected through its Site to third parties.

Third-Party Ad Network. We may engage third parties to assist us in marketing Marchex services on third-party websites and may share certain information collected on public areas of our Site with such third parties for cross-context behavioral or targeted adverting purposes. For example, we may engage third parties, such as ad network providers, to display Marchex ads on third-party websites after you have visited our Site. These third parties may display advertisements based on your use of public areas of our Site and other third-party websites and mobile applications. This enables us and these third parties to target advertisements by displaying ads for products and services in which you might be interested.

We may provide options for users of public areas of our Site to opt out of the sharing of their information for cross-context behavioral or targeted advertising purposes. You may also opt out of many website third-party ad networks, including those operated by members of the Network Advertising Initiative (“NAI”) and the Digital Advertising Alliance (“DAA”). For more information regarding this practice by NAI members and DAA members, including several ways to opt out of third-party ad networks operated by NAI and DAA members, please visit their respective websites: https://optout.networkadvertising.org/, https://optout.aboutads.info/, https://youradchoices.com/token, and https://youradchoices.com/appchoices.

Opting out of one or more NAI member or DAA member networks only means that those members no longer will deliver targeted content or ads to you. You may continue to receive advertisements, for example, based on the particular website that you are viewing. Also, if your browsers are configured to reject cookies when you visit these opt-out pages, or you subsequently erase your cookies, use a different device or change web browsers, your opt out(s) may no longer be effective. Additional information is available on the NAI and DAA websites accessible by the above links.

Categories of Third Parties With Whom We May Share Information that We Collect on our Site

We may provide the aforementioned third-party ad network providers with information about your usage of public areas of our Site. Such information may include, for example, your IP address and pages(s) you visited. This information may allow such third parties to provide you customized advertising. You can opt-out from getting these third party advertising by following the instructions discussed on the previous section.

We do not sell or rent any of your contact information collected on our Site, such as name, email address, or similar personal information with these (or any other) third parties.

Our Site includes social media sharing features, such as Facebook and Twitter buttons and widgets. Your use of these features on our Site may result in the relevant social media platform provider’s collection of certain information, including your IP address, which page you are visiting on our Site, and may set a cookie to enable the feature to function properly. Your interactions with these features are governed by the privacy policy of the company providing such features. Please visit each social media platform’s website to learn more about their privacy practices and how they may utilize your personal data.

In addition, Marchex may work with various third-party service providers in connection with the various services offered on our Site, such as credit card processors, job application platforms, or email delivery services. In such instances, we may share limited personal information that is necessary for the third party to provide its services. These companies are only permitted to use this information on our behalf.

Marchex Analytics Services

Marchex provides analytics services (“Services”) to its business customers and clients (collectively, “Clients”). As part of these services, Marchex:

• Provides call analytics services to Clients, helping Clients track and evaluate advertising performance by measuring and analyzing calls generated from online and mobile ad campaigns, websites and/or other advertising media.
• Helps Clients measure and improve the performance of their sales agents and provides related analytics services.
• Provides call recording, transcription and/or other analytics services to its Clients related to their inbound or outbound calls.
• Collects and transmits SMS and/or MMS message content sent from or to our Clients (“Messaging Content”) and related data to telecommunications carriers to route to the intended recipient and provides analytics services related to such communications.

Categories of Information Collected and Used in Provision of Our Services

As part of our Services, Marchex may collect the following categories of data that may contain Personal Information:

• Call detail records
• Messaging Content
• Call recordings and/or transcripts
• Web session data (e.g. IP address, a date and time stamp, device ID, cookie ID, URL and referring URL, browser type, advertising identifiers, header information, and/or other information about the ad or web page or mobile application the user was viewing)
• Cross-device information
• Biometric identifiers (voiceprints) of Client representatives

Marchex does not sell such information to third parties or share such information for cross-context behavioral or targeted advertising purposes, but does generally use all of the above categories of Personal Information collected through our Services for the following internal business purposes:

• Providing and improving the Services we deliver to our Clients
• Providing reports and metrics for Client ad campaigns, client sales performance, and/or Client interactions
• Call quality assurance
• Product debugging and repair
• Protecting against malicious, deceptive, fraudulent, or illegal activity
• Compliance with our obligations under applicable law

Web session data  may be collected from our Clients’ owned and operated and/or third-party websites where our Clients display call tracking telephone numbers made available as part of the Services. We collect this information automatically via cookies and/or pixel tags or from third-party providers. The actual online usage information collected can vary depending on the tracking parameters our Clients choose to deploy for purposes of using our Services. We may link this information with other information we collect from third parties, including cross-device information, as well as information we collect offline.

We may also collect information related to calls placed and/or Messaging Content sent to or from our Clients, such as caller ID information of the caller/sender or recipient and may link this information to the online activity we have collected, as well as to information collected from third parties which may include cross-device information. Such correlations may be used to help our Clients deliver targeted advertising content to their users based on anonymous identifiers or segments thereof grouped based on common interests.

Sometimes we may collect sensitive information as part of providing Services to our Clients. Sensitive information includes information or an opinion (that is also personal information) about an individual’s health, racial or ethnic origin, political opinions, philosophical beliefs, criminal record and sexual orientation, amongst other things. Marchex does not use such information for any purposes other than the business purposes specified above for all categories of Personal Information collected in connection with the provision of Services to our Clients.

Marchex collects information under the direction of its Clients and has no direct relationship with the individuals whose personal information we process in connection with our Services. Accordingly, you should refer to the privacy and/or cookie disclosure on the web property/ies used by our Clients in connection with our Services for further information about online analytics that may be collected as part of our Services and for instructions on how to opt-out and/or manage your preferences regarding online usage information collected about you. If you are an individual who would no longer like to be contacted by one of our Clients, please contact that Client directly. Marchex acknowledges that you have the right to access your personal information. An individual who seeks access, or who seeks to correct or delete their personal information, should direct their query to the Client, the data controller. Certain end users of our Clients may have additional rights as stated in the Additional Consumer Rights section below. If Clients request Marchex to correct or delete their personal information, we will respond within a reasonable timeframe.

We may transfer personal information to companies that help us provide our Services. These companies do not have permission to use your personal information for any other purpose. Transfers to subsequent third parties are covered by the service agreements with our customers.

EU-US Data Privacy Framework with UK Extension

Marchex, Inc., and its subsidiary Marchex Sales, LLC, comply with the EU-U.S. Data Privacy Framework (“EU-US DPF”) and the UK Extension to the EU-US DPF as set forth by the U.S. Department of Commerce. Marchex has certified to the U.S. Department of  Commerce  that it adheres to the EU-US DPF Principles with regard to the processing of personal data received from the European Union (EU) in reliance on the EU-US DPF and from the United Kingdom (and Gibraltar) under the UK Extension to the EU-US DPF. If there is any conflict between the terms of this Privacy Policy and the EU-US DPF Principles, the EU-US DPF Principles shall govern. To learn more about the Data Privacy Framework program, and to view our certification, please visit https://www.dataprivacyframework.gov/.

Marchex is responsible for the processing of personal data it receives, under the EU-US DPF and the UK Extension to the EU-US DPF, and subsequently transfers to a third party acting as an agent on its behalf. Marchex complies with the US-EU DPF Principles for all onward transfers of personal data from the EU and the UK, including the onward transfer liability provisions.

The Federal Trade Commission has jurisdiction over Marchex’s compliance with the EU-US DPF and the UK Extension to the EU-US DPF. In certain situations, Marchex may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.

In compliance with the EU-US DPF and the UK Extension to the EU-US DPF, Marchex commits to refer unresolved complaints concerning our handling of personal data received in reliance on the EU-US DPF and the UK Extension to the EU-US DPF to TRUSTe, an alternative dispute resolution provider based in the United States. If you do not receive timely acknowledgment of your DPF Principles-related complaint from us, or if we have not addressed your DPF Principles-related complaint to your satisfaction, please visit https://feedback-form.truste.com/watchdog/request for more information or to file a complaint. These dispute resolution services are provided at no cost to you.

For complaints regarding EU-US DPF and the UK Extension to the EU-US DPF compliance not resolved by any of the other DPF mechanisms, you have the possibility, under certain conditions, to invoke binding arbitration. Further information can be found on the official DPF website: https://www.dataprivacyframework.gov/s/article/ANNEX-I-introduction-dpf?tabset-35584=2.

Disclosure to Overseas Recipient

Marchex is headquartered in the United States, with an affiliate based in Canada and another in Ireland. Further, some of the organizations we use to assist us in providing you with our products and services are located overseas. If we share your personal information with an organization that’s located outside of your home jurisdiction, we will take reasonable steps to require that it is handled in accordance with this Privacy Policy and applicable privacy laws. We may transfer your personal information to the United States and other jurisdictions. The location of our overseas service providers may vary from time to time.

General

Additional Ways We May Share Information

Marchex may provide personal information when disclosure may be required by law (e.g., subpoenas, search warrants, court orders or similar legal process), to enforce the terms of our Privacy Policy, Terms of Service, or other applicable terms and conditions and as evidence in litigation in which we are involved. We may also determine that such action is reasonably necessary to protect our or another party’s rights, property, or well-being. This action may include exchanging information with other companies and organizations for the purposes of fraud detection or protection, or in other situations involving suspicious or illegal activities.

In the event of a transfer of ownership of Marchex, such as acquisition by or merger with another company, or in the case of bankruptcy, a user’s information (as well as any other information we collect via our Site or the Services) may be transferred to the acquiring company.

User Access and Retention of Information

Upon request Marchex will provide you with information about whether we hold any of your personal information. Certain end users of our clients, and other consumers may have additional rights, such as the right to request a disclosure of personal information collected or shared for a Marchex business purpose and the right to request the deletion of personal information. For more details on whether you are entitled to such rights please read the Additional Consumer Rights section below.

Marchex customers may access, change or delete most of their personal information on record with us, by logging into their account and updating it. If you have any questions or need assistance in changing, deleting, or accessing some information, you may contact us at privacy@marchex.com. We will respond to your request to access within 45 days.

We will retain your information (including information we collect on behalf of our Clients) for as long as your or that Client’s account is active or as needed to provide you services, and as necessary to comply with our legal obligations, resolve disputes, enforce our agreements, or as otherwise reasonably necessary to accomplish the business purposes specified in this policy for each category of personal information collected.

Children

Marchex does not knowingly collect personal information from individuals under age 13. If you have reason to believe that we may have accidentally received personal information from an individual under age 13, please contact us immediately at privacy@marchex.com.

Security

The security of your personal information is important to us. We have implemented safeguards, including where appropriate SSL encryption for sensitive data in transmission, to protect the personal information submitted to us. No method of transmission over the Internet, or electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security. If you have any questions about security on our Site, you can contact us at privacy@marchex.com.

Consent and Changes to this Privacy Policy

Use of Marchex services is subject to separate terms and conditions. Marchex may decide to change this Privacy Policy from time to time. If and when we do, we will post the changes on this page so that you are always aware of the information we collect, how we use it, and under what circumstances we disclose it. If we make any material changes we will notify you by email (sent to the e-mail address specified in your account) or by means of a notice on this Site prior to the change becoming effective. We encourage you to periodically review this page for the latest information on our privacy practices.

Additional Consumer Rights

In addition to the information supplied in this Privacy Policy, if you are a resident of any US State that has enacted laws that relate to the protection of privacy and Personal Information and/or provide individuals with certain rights with respect to their Personal Information such as the California Consumer Protection Act (California Civil Code §§ 1798.100, et seq., as amended by the California Privacy Rights Act of 2020) (collectively, “Privacy Laws”), you are entitled to certain additional rights. The following notice applies only to these residents. To exercise any of these rights, you can go to www.marchex.com/access-form  or email us at privacy@marchex.com. If you are a California resident, you may also call us at 1-800-498-0868 to exercise your access rights.

For the purposes of this section, “Personal Information” means information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular natural person, household, or device.

Your Rights

• Right to Deletion: You have the right to request the erasure of past data about you under certain conditions.
• Right of Disclosure or Access: You have the right to request disclosure of the following: (1) categories of Personal Information collected about you; or (2) specific pieces of Personal Information collected about you. You also have the right to request the disclosure of a sale of Personal Information to third parties; however, we do not sell Personal Information to third parties.
• Right of Data Portability: You have the right to request a copy of your Personal Information in a readable and useable format.
• Right of Correction: You have the right to request to correct any inaccurate Personal Information, taking into account its nature and the purposes of its processing.
• Right to Equal Services and Prices: You have the right to exercise your rights under the Privacy Laws applicable to you and not be discriminated against for having done so (i.e. being denied goods or services, being charged a different price or rate for goods or services, or being provided a different level or quality of goods or services, or being subject to a suggestion that any of the foregoing will occur).
• Right to Opt-Out of the Sale or Sharing of Personal Information: You have the right to opt-out of the sale of Personal Information and/or the sharing of Personal Information for cross-context behavioral or targeted advertising purposes; however, Marchex does not sell any Personal Information to third parties. Marchex does not share Personal Information collected as part of its Services with third parties for cross-context behavioral or targeted advertising purposes.

We will process any requests in accordance with applicable law. In order to process your request, we will need to verify your identity in order to avoid fraudulent requests and ensure you are the resident of the state where the applicable Privacy Law applies. In order to properly verify your identity, we may ask you to provide some information that we can attempt to match with Personal Information we may have about you. This may include your full name, your phone number, and/or your email and/or postal address.

Once a request is verified, we will search our internal systems for any of your Personal Information that we may have. Once we have located any of your Personal Information, we will work to comply with your applicable request. If we store your Personal Information as a service provider and/or processor for one or more of our Client(s), we will provide you with their information so that you can submit your request to them directly.

Authorized Agent

Under certain Privacy Laws, you may have the right to appoint an agent to submit requests and exercise the above rights on your behalf. We may require the agent to submit to us written permission from you as well as have you verify your identity directly with us. In the event an agent is not able to provide written permission to act on your behalf, we may deny the corresponding request.

Contact Information for Questions and Concerns

Feel free to contact us at any time with any questions or concerns you may have regarding our Privacy Policy.