This Privacy Policy explains how Nadrel Technologies ("we", "us", "our") collects, uses, and protects information when you use VoiceAI ("the Service"). By using VoiceAI, you agree to the practices described below.
1. Information We Collect
- Caller Information: When a customer calls a VoiceAI number, we collect the caller's phone number, name (as spoken), and appointment details (date, time, service type).
- Call Recordings: All calls are recorded for quality, transcription, and dispute resolution purposes.
- Transcripts: AI-generated text transcripts are created from each call.
- Client Account Data: Business clients provide their name, email, business name, address, and service details when setting up their account.
- Usage Data: We collect logs, API usage, and dashboard activity to operate and improve the Service.
2. How We Use Your Information
- To provide the VoiceAI appointment booking service.
- To send WhatsApp booking confirmations to callers.
- To display call history, recordings, and transcripts in the client dashboard.
- To improve AI accuracy and language understanding.
- To send service-related notifications to business clients.
- To comply with legal obligations.
3. Third-Party Services
- Sarvam AI: Processes audio for speech-to-text and text-to-speech. Audio is transmitted securely.
- Anthropic (Claude AI): Processes conversation text to generate AI responses. No personally identifiable information is sent beyond what is necessary for the conversation.
- Exotel: Provides telephony infrastructure. Call recordings are stored via Exotel's secure storage.
- Supabase: Our database provider where appointment and account data is stored.
- Twilio / WhatsApp: Used to send booking confirmation messages.
4. Data Retention
- Appointment records are retained for 12 months from the date of the appointment.
- Call recordings and transcripts are retained for 6 months.
- Client account data is retained for the duration of the subscription and 30 days after cancellation.
- You may request deletion of your data at any time by contacting us.
5. Data Security
- We use industry-standard encryption for data in transit (TLS) and at rest.
- Access to data is restricted to authorised personnel only.
- Passwords are hashed using bcrypt and are never stored in plain text.
- JWT tokens are used for session management with a 7-day expiry.
6. Your Rights
- Access: Request a copy of the personal data we hold about you.
- Correction: Request correction of inaccurate data.
- Deletion: Request deletion of your personal data.
- Portability: Request your data in a machine-readable format.
- To exercise any of these rights, contact us at hello@voiceai.in or via WhatsApp.
7. Cookies
- The VoiceAI client dashboard uses a single HttpOnly cookie (client_token) for authentication. This cookie expires in 7 days and contains no personally identifiable information beyond your account identifier.
- We do not use advertising cookies or third-party tracking.
8. Changes to This Policy
- We may update this Privacy Policy from time to time. We will notify active clients by email when significant changes are made. Continued use of the Service after changes constitutes acceptance.
9. Contact
- For privacy-related queries, contact: Nadrel Technologies, SCO-11, 2nd Floor, District Shopping Complex, Ranjit Avenue, Amritsar – 143001, Punjab, India. Email: hello@voiceai.in