1. Introduction

Welcome to Vocaware. We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered voice call monitoring platform.

By using Vocaware, you agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, please do not use our services.

2. Information We Collect

2.1 Personal Information

We collect personal information that you provide directly to us, including:

• Name and email address
• Phone numbers (both your account phone number and caller phone numbers)
• Account credentials and authentication information
• Payment information (processed securely through Stripe)
• Team and organization information

2.2 Voice and Call Data

Our service processes voice calls and related data, including:

• Voice recordings of phone calls
• Real-time audio streams
• Call transcriptions and conversation content
• Call metadata (duration, timestamp, caller information, call status)
• Conversation flow data and AI interaction patterns

2.3 Usage Information

We automatically collect certain information about your use of our services:

• Device information and browser type
• IP address and location data
• Usage patterns and feature interactions
• Performance data and error logs

3. How We Use Your Information

We use the collected information for the following purposes:

• Service Delivery: To provide, maintain, and improve our voice AI platform
• AI Processing: To process voice calls through AI models for transcription and conversation management
• Call Routing: To route and manage phone calls through our telephony infrastructure
• Analytics: To analyze call patterns, sentiment, and service performance
• Account Management: To manage your account, authentication, and team settings
• Payment Processing: To process subscription payments and manage billing
• Communication: To send service updates, security alerts, and support messages
• Legal Compliance: To comply with legal obligations and enforce our terms

4. Data Sharing and Third-Party Services

We share your information with trusted third-party service providers who assist in operating our platform:

4.1 AI Processing (OpenAI)

Voice calls are processed in real-time using OpenAI's Realtime API for speech recognition and response generation. Call audio and transcripts are transmitted to OpenAI for AI processing. OpenAI's data usage is governed by their own privacy policy and data processing agreement.

4.2 Telephony Services (Twilio)

Phone call routing, audio streaming, and phone number provisioning are handled through Twilio. Call data passes through Twilio's infrastructure and is subject to Twilio's privacy practices.

4.3 Payment Processing (Stripe)

Payment information is processed securely through Stripe. We do not store complete credit card information on our servers. Stripe's handling of payment data is governed by their privacy policy and PCI DSS compliance.

4.4 Other Disclosures

We may disclose your information in the following circumstances:

• With your consent or at your direction
• To comply with legal obligations, court orders, or government requests
• To protect our rights, property, or safety, or that of others
• In connection with a business transaction (merger, acquisition, or asset sale)

5. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your experience:

• Essential Cookies: Required for authentication and service functionality
• Analytics Cookies: Help us understand usage patterns and improve our service
• Preference Cookies: Remember your settings and preferences

You can control cookies through your browser settings, but disabling certain cookies may affect service functionality.

6. Your Rights and Choices

6.1 GDPR Rights (EU Users)

If you are in the European Economic Area, you have the following rights:

• Access: Request access to your personal data
• Rectification: Request correction of inaccurate data
• Erasure: Request deletion of your data (right to be forgotten)
• Portability: Request transfer of your data in a structured format
• Restriction: Request limitation of data processing
• Objection: Object to processing of your data
• Withdrawal: Withdraw consent at any time

6.2 CCPA Rights (California Users)

California residents have the right to:

• Know what personal information is collected, used, shared, or sold
• Delete personal information held by us
• Opt-out of the sale of personal information (we do not sell personal information)
• Non-discrimination for exercising CCPA rights

6.3 Exercising Your Rights

To exercise any of these rights, please contact us at the information provided in Section 12. We will respond to your request within the timeframes required by applicable law.

7. Data Security

We implement appropriate technical and organizational measures to protect your personal information:

• Encryption in transit (TLS/SSL) and at rest
• Secure authentication and access controls
• Regular security assessments and monitoring
• Employee training on data protection
• Incident response procedures

However, no method of transmission or storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

8. Data Retention

We retain your personal information for as long as necessary to:

• Provide our services and maintain your account
• Comply with legal obligations (tax, accounting, legal requirements)
• Resolve disputes and enforce our agreements
• Fulfill the purposes outlined in this policy

Call recordings and transcripts are retained according to your account settings and applicable legal requirements. You may request deletion of specific data subject to legal and operational constraints.

9. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. These countries may have data protection laws that differ from those in your jurisdiction. We ensure appropriate safeguards are in place for such transfers, including:

• Standard contractual clauses approved by the European Commission
• Privacy Shield frameworks (where applicable)
• Other legally approved transfer mechanisms

10. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you become aware that a child has provided us with personal information, please contact us immediately and we will take steps to delete such information.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of material changes by:

• Posting the updated policy on our website
• Updating the "Effective Date" at the top of this policy
• Sending an email notification for significant changes

Your continued use of our services after changes become effective constitutes acceptance of the updated policy.

12. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

We will respond to your inquiry within a reasonable timeframe as required by applicable law.