Privacy Policy

1. Who this policy covers

This Privacy Policy applies to:

• Customers — businesses that register for a Voicerely account and configure AI voice agents ("Agents") for their own business.
• Callers — individuals who call, or are called by, a Voicerely Agent deployed by a Customer. In most cases, the Customer is the "data controller" (or equivalent) for Caller data under applicable law, and Voicerely acts as a "data processor" or "service provider" carrying out the Customer's instructions. Where this policy describes rights a Caller can exercise, those requests are usually directed first to the Customer whose Agent handled the call; Voicerely will support the Customer in fulfilling that request.
• Website visitors — anyone browsing voicerely.com.

2. Information we collect

2.1 Call data

• Call audio recordings (inbound and outbound), where recording is enabled for the relevant Agent.
• Automated transcripts and AI-generated summaries of calls.
• Caller and callee phone numbers, call timestamps, call duration, call direction, and call outcome/disposition data.
• Any information a Caller provides verbally during a call that the Agent is configured to capture (for example: name, appointment details, order information) as instructed by the Customer.

2.2 Customer account data

• Business name, billing contact name and email, billing address, payment details (processed by our payment processor — we do not store full card numbers).
• Agent configuration data: scripts, integrations connected (e.g., CRM, calendar), business hours, phone numbers used.

2.3 Website data

• Standard web analytics (pages visited, referrer, device/browser type, approximate location derived from IP).
• Information submitted through contact, demo, or booking forms.

3. Data storage and regional residency

Voicerely determines where a Customer's call data is stored based on the Customer's registered business country at sign-up:

Customer region	Where call data is stored
United States	Infrastructure located in the United States
Australia	Infrastructure located in Australia

Call audio, transcripts, and associated metadata for a given Customer are stored and processed within that Customer's assigned region. We do not transfer a Customer's call data to a different region for storage as part of normal operations. Some limited technical or support data (such as system logs needed to diagnose an outage) may briefly pass through shared infrastructure regardless of region; this does not include call audio or transcript content.

Note on subprocessors: certain third-party providers we rely on to deliver the service (see Section 5) operate their own global infrastructure. We select regional configurations with those providers where available, and we contractually require them to protect data consistent with this policy. If a specific subprocessor cannot guarantee in-region-only processing for a given feature, we disclose that limitation to affected Customers on request.

4. How we use call data

• To operate the Agent: understanding caller intent, generating responses, and completing the task the Customer configured (e.g., booking an appointment, answering a question, qualifying a lead).
• To generate transcripts, summaries, and call analytics for the Customer's dashboard.
• To detect and prevent fraud, abuse, and violations of our Terms of Service.
• To improve the reliability of the underlying voice AI models, only where a Customer has not opted out and only using de-identified or aggregated data, unless a Customer has separately agreed to model-improvement use of its raw data.
• To comply with a legal obligation, respond to a lawful request from a government or regulatory authority, or protect the rights, safety, and property of Voicerely, our Customers, or others.

5. Third parties and subprocessors

We use a limited number of third-party providers to deliver the service, including telephony carriage (e.g., Twilio) and conversational voice AI processing (e.g., Retell AI), plus standard infrastructure, analytics, and payment providers. Each subprocessor is contractually bound to use call data only to provide services to us and not for their own independent purposes. A current subprocessor list is available on request.

We do not sell Caller or Customer call data to data brokers or third-party advertisers.

6. Call recording and consent — important notice

Call recording consent laws differ significantly by country, and within the United States, by state. The Customer deploying a Voicerely Agent is responsible for ensuring their use of call recording complies with the law in the jurisdiction where their Callers are located, including:

• United States: Some states require all parties to a call to consent to recording ("two-party" or "all-party consent" states, e.g., California, Florida, Illinois, Pennsylvania, Washington), while others require only one party's consent. Customers calling across state lines should assume the stricter standard applies unless advised otherwise by their own counsel.
• Australia: Recording of private conversations is regulated at the state and territory level (surveillance/listening device legislation) in addition to the Telecommunications (Interception and Access) Act 1979 (Cth). Requirements on notifying or obtaining consent from a party to the call vary by state.

Voicerely provides configuration options to support compliance (such as an automated recorded-line disclosure played at the start of a call), but enabling and correctly configuring these features, and obtaining any consent required beyond that, is the Customer's responsibility. Voicerely is not responsible for a Customer's failure to comply with call recording or consent laws applicable to their own calling activity.

7. Data retention

We retain call audio, transcripts, and metadata for as long as the Customer's account remains active, plus a limited period afterward to allow for account recovery, billing reconciliation, and legal/regulatory requirements, after which it is deleted or irreversibly de-identified. Customers can request deletion of specific call records or their full account's call data at any time, subject to any legal hold or retention obligation that may apply.

8. Your rights

8.1 United States

Depending on the state, individuals may have rights to know what personal information is collected about them, request deletion, correct inaccurate information, and opt out of the sale or sharing of personal information for cross-context behavioral advertising (we do not engage in the latter). Where Voicerely is acting as a service provider/processor on behalf of a Customer, we direct such requests to the relevant Customer and support them in responding.

8.2 Australia

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, individuals generally have the right to access personal information held about them and to request correction of inaccurate information. Requests relating to a specific call should be directed to the Customer whose Agent handled that call; Voicerely will assist the Customer in responding within a reasonable timeframe.

8.3 Making a request

To exercise any of these rights, or if you are unsure which Customer's Agent contacted you, email privacy@voicerely.com and we will direct your request appropriately or handle it directly where we are the responsible party.

9. Security

We use industry-standard safeguards to protect call data, including encryption of data in transit, access controls limiting who at Voicerely can access raw call content, and regular review of our subprocessors' security practices. No system is completely secure, and we cannot guarantee absolute security of any data transmitted over the internet or telephone network.

10. Children's privacy

Voicerely's platform is intended for business use and is not directed at children. We do not knowingly collect personal information from individuals under 16 through our website. Where a Caller who is a minor is inadvertently recorded during a call handled by a Customer's Agent, the Customer is responsible for ensuring their use of the platform complies with applicable child-privacy law in their jurisdiction.

11. Changes to this policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify active Customers by email and update the "Last updated" date above. Continued use of the service after a change takes effect constitutes acceptance of the updated policy.

12. Contact us

Questions about this policy or how your data is handled: privacy@voicerely.com