Privacy Policy
Effective date: April 1, 2025
Voicle ("we", "our", or "us") is committed to protecting your privacy. This Privacy Policy explains what information we collect when you use the Voicle platform ("Service"), how we use it, and how we protect it.
1. Information We Collect
| Category | Examples | Purpose |
|---|---|---|
| Account Information | Name, email address, password (hashed), company name | To create and manage your account and authenticate you |
| Billing & Payment | Payment method details, top-up amounts, transaction history | To process payments and maintain your credit balance. Card details are handled by our payment processor and never stored on our servers |
| Usage Data | Call durations, session counts, feature interactions, credit consumption | To calculate charges, display your balance, and improve the Service |
| Call Content | Voice recordings, STT transcripts, LLM turn logs | To provide transcripts and recordings in your dashboard and calculate per-call costs |
| Project Configuration | System prompts, tool code, resource files, manifest settings | To run your voice agents as configured |
| Technical & Log Data | IP address, browser type, OS, error logs, request logs | Security monitoring, abuse prevention, and diagnosing platform issues |
| Communications | Support messages via contact form or email | To respond to your enquiries and improve support quality |
2. How We Use Your Information
We use the information we collect exclusively to operate and improve the Service:
- Provide, maintain, and improve the Voicle platform and your voice agents.
- Authenticate your identity and authorise access to your account.
- Calculate and display real-time credit usage and billing history.
- Deliver call recordings and transcripts to your project dashboard.
- Send transactional communications — account verification codes, billing receipts, and service notices. We do not send unsolicited marketing emails without your explicit opt-in.
- Detect and prevent fraud, abuse, and security incidents.
- Comply with applicable legal obligations.
We do not use your call content or project configuration to train AI models, build advertising profiles, or for any purpose other than operating your agents and providing the Service to you.
3. Disclosure of Information
We do not sell, rent, trade, or share your personal information or your callers' data with any third party for their own commercial purposes.
Information may be disclosed only in the following limited circumstances:
- Service Providers acting on our behalf — We engage trusted sub-processors (cloud infrastructure, payment processing, transactional email) solely to operate the Service. These providers are contractually prohibited from using your data for any other purpose.
- Legal requirements — We may disclose information if required by a valid court order, subpoena, or applicable law.
- Business transfers — In the event of a merger, acquisition, or sale of substantially all of our assets, your information may be transferred. We will notify you before your data becomes subject to a different privacy policy.
- With your explicit consent — We will not share your information with any other party without your prior written consent.
4. Method of Disclosure
- Data shared with sub-processors is transmitted exclusively over encrypted channels (TLS 1.2 or higher).
- We share only the minimum data necessary for the sub-processor to perform the requested service.
- No data is disclosed via unencrypted email, FTP, or any channel that does not support transport-layer security.
5. Security Practices
- TLS/SSL encryption in transit — All communication between your browser and our servers is encrypted using TLS (HTTPS).
- Encryption at rest — Sensitive data including passwords (stored as bcrypt hashes), call recordings, and configuration files are stored on encrypted volumes.
- Access control — Infrastructure is accessible only to authorised Voicle personnel via SSH with key-based authentication. Production credentials are stored in a secrets manager.
- Network isolation — Databases and internal services are not exposed to the public internet.
- Authentication — User sessions are protected by short-lived signed JWT tokens. Passwords are never stored in plain text.
- Incident response — In the event of a data breach affecting your personal information, we will notify affected users within 72 hours of becoming aware of the breach.
6. Data Retention
- Account information is retained for as long as your account is active and for a reasonable period after closure to comply with legal obligations.
- Call recordings and transcripts are retained until you delete them from the dashboard or close your account.
- Billing records are retained for a minimum of 7 years as required by financial regulations.
- Server logs are retained for up to 90 days for security and diagnostic purposes.
7. Cookies and Tracking
Voicle uses only essential cookies required to maintain your authenticated session. We do not use advertising cookies, cross-site tracking pixels, or third-party analytics scripts that transmit your data to external parties.
8. Your Rights
Depending on your jurisdiction, you may have the following rights regarding your personal data:
- Access — Request a copy of the personal data we hold about you.
- Correction — Request correction of inaccurate or incomplete information.
- Deletion — Request deletion of your personal data, subject to our legal retention obligations.
- Portability — Request your data in a structured, machine-readable format.
- Objection — Object to processing of your data in certain circumstances.
To exercise any of these rights, contact us at [email protected]. We will respond within 30 days.
9. Children's Privacy
The Service is not directed at individuals under the age of 18. We do not knowingly collect personal information from minors. If we become aware that a minor has provided us with personal data, we will delete it promptly.
10. Changes to This Policy
We may update this Privacy Policy from time to time. When we make material changes we will notify you via email or a prominent notice in the platform at least 14 days before the changes take effect.
11. Contact
If you have questions about this Privacy Policy or our data practices, please contact us:
- Email: [email protected]
- Support portal: voicle.ai/support