Privacy Policy

1. Who We Are

VoiceNest ("we", "us", "our") is a UK-based AI voice receptionist service. We are the data controller for the personal data we process. If you have any questions about this policy, please contact us at privacy@voice-nest.com.

2. Data We Collect

We collect the following types of personal data:

• Call data: Recordings and transcripts of calls handled by our AI receptionist, including caller phone numbers, call duration, and call outcomes.
• Form submissions: Information you provide through our website forms, including your name, email address, phone number, company name, and industry.
• Account information: Business details, billing information, and login credentials for our client portal.
• Usage data: Information about how you interact with our website and dashboard, including IP addresses, browser type, and pages visited.

3. How We Use Your Data

We use personal data to:

• Provide and operate our AI receptionist service
• Process and manage bookings made through our system
• Train and improve our AI models (using anonymised and aggregated data only)
• Send service-related communications and support
• Process payments and manage your account
• Comply with legal obligations under UK law

4. Data Storage and Security

All personal data is encrypted at rest and in transit using industry-standard AES-256 encryption. Call recordings and transcripts are stored on secure servers located within the United Kingdom and the European Economic Area. We implement appropriate technical and organisational measures to protect your data against unauthorised access, alteration, disclosure, or destruction.

5. Third-Party Processors

We share personal data with trusted third-party processors who assist in delivering our service, including cloud hosting providers, payment processors, and telephony infrastructure providers. All third-party processors are bound by data processing agreements and are required to comply with UK GDPR. We do not sell your personal data to any third party.

6. Your Rights Under GDPR

Under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, you have the following rights:

• Right of access: Request a copy of the personal data we hold about you.
• Right to rectification: Request correction of inaccurate or incomplete data.
• Right to erasure: Request deletion of your personal data in certain circumstances.
• Right to restrict processing: Request that we limit how we use your data.
• Right to data portability: Receive your data in a structured, machine-readable format.
• Right to object: Object to processing based on legitimate interests or direct marketing.

To exercise any of these rights, contact us at privacy@voice-nest.com. We will respond within one month. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO).

7. Cookies

Our website uses cookies to ensure essential functionality, to remember your preferences, and to understand how visitors use our site. For full details, please see our Cookie Policy.

8. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Call recordings are retained for 12 months unless a longer retention period is agreed with the client. Account data is retained for the duration of the service agreement and for 6 years thereafter for legal and accounting purposes.

9. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated via email or a prominent notice on our website. Your continued use of our service after any changes constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at privacy@voice-nest.com.