Privacy Policy

1. Introduction

At VoxnexAi Pty Ltd ("VoxnexAi", "we", "our", "us"), we prioritise privacy, transparency, and trust. This Privacy Policy explains how we collect, store, use, and share personal information through our AI voice communication platform and website (collectively, "Platform").

By using our services, you agree to the terms in this Privacy Policy. If you do not agree, please do not access the Platform or interact with our AI agents.

2. Who This Policy Applies To

This Policy applies to:

  • Business clients (small to enterprise) who use our voice AI services.

  • End customers of those businesses, who interact with our Platform during calls, messages, or surveys.

3. What We Collect

3.1 Information Provided by You or Clients

  • Name, phone number, or email (for campaign personalisation).

  • Data embedded in campaign requests (e.g. reference numbers, amounts due).

  • Audio responses or transcript snippets (when enabled by client).

3.2 Metadata We Automatically Collect

  • Timestamps, call durations, response codes.

  • Campaign logs and performance metrics.

  • Device/browser information if accessing a web dashboard.

Note: We retain metadata for 3 months unless the client specifies otherwise.

3.3 Cookies and Analytics

Our website uses:

  • Cookies for basic functionality and login support.

  • Google Analytics to understand website usage and optimise performance.

You can manage cookie preferences via browser settings.

4. How We Use Your Information

We use collected data to:

  • Power and monitor voice campaigns;

  • Deliver usage reports to clients;

  • Improve AI response quality through anonymised training;

  • Detect service issues or abuse;

  • Send administrative or promotional communications (implied consent applies unless opted out).

We do not use personal data for profiling or advertising purposes.

5. Use of Data for AI Improvement

All voice interaction data is:

  • Anonymised before any training activity;

  • Scored through internal QA to assess quality and improve the AI’s performance.

We do not link interactions back to identifiable individuals.

6. Data Retention and Deletion

  • Metadata is retained for 3 months by default.

  • Upon account closure, data is retained for 30 days then permanently deleted.

  • Clients may request deletion of their data at any time.

  • Anonymised interaction data used for AI training may be retained indefinitely.

7. Consent and Communication

7.1 Consent for Calls and SMS

  • Our clients are responsible for obtaining proper consent from their users before submitting call or message requests.

  • VoxnexAi acts solely as a service provider (data processor) and assumes consent has been granted.

  • We track and respect opt-outs (e.g. "STOP" messages) and return this data to clients to update future campaigns.

7.2 SMS and Email

  • SMS may be sent on behalf of clients using VoxnexAi’s gateway providers.

  • Emails related to account activity, product updates, and marketing may be sent under implied consent unless opted out.

8. Regional Data Residency

All customer data is stored in secure data centres within the applicable region of operation (e.g. Australia, Saudi Arabia). Where temporary data sharing with external vendors (e.g. SMS gateways) occurs, such data is:

  • Used only for that interaction;

  • Deleted immediately after processing; and

  • Absorbed securely into VoxnexAi’s infrastructure.

9. Data Sharing

We do not sell personal information.

We may share data only:

  • With service providers under strict security agreements;

  • With your organisation (if you are a user);

  • To comply with legal obligations;

  • To protect our services, users, or public interest;

  • With your explicit consent.

10. Your Rights

Depending on local laws (e.g. Australia, EEA, KSA), you may have the right to:

  • Access or correct your personal data;

  • Request deletion or restrict processing;

  • Object to usage for specific purposes.

For end customers of our clients, please contact the organisation that initiated the call. We will support any such requests if instructed by our client.

11. Security Practices

We apply industry-standard security practices including:

  • Data encryption at rest and in transit;

  • Role-based access controls;

  • Secure audit logging and environment monitoring.

While no system can guarantee absolute security, we strive to mitigate all foreseeable risks.

12. Changes to This Policy

We may update this Privacy Policy occasionally. Changes will be posted on our website with a revised effective date. For material changes, we may also notify you via email or through the Platform.

13. Contact Us

For questions or concerns regarding this policy:

VoxnexAi Pty Ltd privacy@voxnex.ai

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