Privacy Policy

1. Introduction

Voicera AI ("we", "us", "our", or "Company") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and otherwise process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Information We Collect

We collect personal data in the following ways:

• Account Information: When you create an account, we collect your name, email address, business name, phone number, and payment information.
• Usage Data: We collect information about how you use our service, including call logs, transcripts, analytics data, and dashboard interactions.
• Communication Data: We collect emails, support tickets, and other communications you send to us.
• Technical Data: We collect IP addresses, browser type, operating system, and device information through cookies and similar technologies.
• Call Data: With your consent, we record and store call audio, transcripts, and related metadata for service provision and improvement.

3. Legal Basis for Processing

We process your personal data on the following legal bases:

• Contract: Processing necessary to provide our services and fulfil our contractual obligations to you.
• Consent: Where you have explicitly consented to specific processing (e.g., marketing communications).
• Legal Obligation: Where required by UK law or regulation.
• Legitimate Interests: Where we have a legitimate business interest that is not overridden by your rights (e.g., fraud prevention, security).

4. How We Use Your Information

We use your personal data for the following purposes:

• Providing and maintaining our AI receptionist service
• Processing payments and managing your account
• Sending service updates and support communications
• Improving our service through analytics and user feedback
• Detecting and preventing fraud or security issues
• Complying with legal obligations
• Marketing communications (only with your consent)

5. Data Sharing

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

• Service Providers: Third parties who provide essential services (payment processors, cloud hosting, analytics providers) under strict data processing agreements.
• Legal Requirements: When required by law, court order, or government request.
• Business Transfers: In the event of a merger, acquisition, or sale of assets.

6. Data Retention

We retain your personal data for as long as necessary to provide our services and fulfil the purposes outlined in this policy. Call recordings and transcripts are retained for 12 months unless you request deletion. Account data is retained for the duration of your subscription plus 6 months after cancellation for legal and accounting purposes.

7. Your Rights Under UK GDPR

You have the following rights:

• Right of Access: You can request a copy of your personal data.
• Right to Rectification: You can request correction of inaccurate data.
• Right to Erasure: You can request deletion of your data (subject to legal obligations).
• Right to Restrict Processing: You can request we limit how we use your data.
• Right to Data Portability: You can request your data in a portable format.
• Right to Object: You can object to certain types of processing.
• Right to Withdraw Consent: You can withdraw consent for marketing communications at any time.

To exercise any of these rights, please contact us at [email protected].

8. Security

We implement industry-standard security measures including encryption, secure authentication, and regular security audits to protect your personal data. However, no system is completely secure, and we cannot guarantee absolute security.

9. Cookies

We use cookies and similar technologies to enhance your experience. You can control cookie preferences through your browser settings. Essential cookies are necessary for service functionality and cannot be disabled.

10. International Transfers

Your data is primarily stored in the UK. If we transfer data outside the UK, we ensure appropriate safeguards are in place, including Standard Contractual Clauses or adequacy decisions.

11. Contact Us

If you have questions about this Privacy Policy or our privacy practices, please contact us at:

12. Data Protection Officer

If you have concerns about our privacy practices, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at www.ico.org.uk.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by email or through our service. Your continued use of our service constitutes acceptance of the updated policy.