Privacy Policy
This Privacy Policy explains how Zovex Labs ("Zovex Labs", "we", "us", or "our") collects, uses, shares, and protects personal information in connection with our website, dashboard, and AI phone-agent service (together, the "Service").
For personal information about our business customers and their staff — the people who sign up for and manage a Zovex Labs account — we act as a data controller. For personal information about callers that our AI agent handles on a customer's behalf (call recordings, transcripts, appointment details), we act as a data processor for that customer, who is the controller. See our Terms of Service for the rules that govern use of the Service.
01Introduction
This policy covers the Zovex Labs marketing website, the customer dashboard, and the AI phone service that answers, records, and acts on calls. It does not cover the practices of the businesses that use Zovex Labs, or of third-party services you connect to your account.
By using the Service, you acknowledge the practices described here. If you do not agree, please do not use the Service.
02Information We Collect
Account and business information (we are the controller): your name, email address, phone number, business name and type, business address, operating hours, services offered, timezone, hashed login credentials, and the configuration you set for your AI agent.
Billing information: payments are processed by Paddle.com, which acts as the Merchant of Record. We receive transaction records, your plan, billing period, and invoice status from Paddle. We do not receive or store full payment card numbers.
Call information (we are a processor, acting on a customer’s behalf): audio recordings of inbound and outbound calls, transcripts, AI-generated summaries, call duration, disconnection reason, call cost, and details a caller provides during the call — such as their name, phone number, email address, requested appointment date and time, and notes.
Calendar information: if a customer connects a Google or Microsoft calendar, we access that calendar to create, update, and cancel appointment events.
Support communications: the content of emails and messages you send us, and our replies.
Technical information: IP address, browser and device information, and information from strictly-necessary cookies (see "Cookies & Tracking").
03How We Use Information
We use personal information to:
- Provide and operate the Service — answer and place calls, book and manage appointments, generate transcripts and summaries, send reminder and follow-up calls, and sync connected calendars.
- Create and secure accounts, authenticate users, and prevent fraud and abuse.
- Process subscription payments and overage charges through Paddle.
- Provide customer support and respond to your requests.
- Monitor, troubleshoot, and improve the Service.
- Comply with legal obligations and enforce our Terms.
We use this information because it is necessary to perform our contract with you, to operate and secure the Service, and to comply with our legal obligations — or with your consent where we ask for it. Customers are responsible for having a lawful basis to collect their callers’ personal information and share it with us.
04Call Recording & AI Processing
Calls handled by the Service are recorded and processed by automated systems and by third-party AI to recognise speech, hold a conversation, and produce transcripts and summaries.
The business being called is responsible for informing callers that the call is handled by an automated agent and recorded, and for obtaining any consent required by law — see the Terms of Service, section “Your Responsibilities”.
If you are a caller and want to access or delete information from a call, or object to how it was handled, please contact the business you called. They are the controller of that information; we will assist them as their processor.
05Data Retention
- We keep account and business information for as long as your account is active and for 30 days after it closes, unless a longer period is required by law.
- Call recordings, transcripts, and summaries are retained for up to 6 months while your account is active, after which they are automatically deleted or de-identified. In all cases, they are deleted or de-identified within 30 days of account closure, whichever comes first, except where we are required to retain them for longer by law.
06Security
We protect personal information with encryption in transit, hashed account credentials, logical separation of each customer’s data from every other customer’s, and access controls limiting staff access to what is needed to operate and support the Service.
No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
07Your Rights
Under the California Consumer Privacy Act (as amended), you may have the right to know, delete, and correct personal information, and to opt out of its sale or sharing — we do not sell or share personal information as those terms are defined. Similar rights may apply under other U.S. state privacy laws, depending on where you live.
To exercise any of these rights, contact us at support@zovexlabs.com. You also have the right to file a complaint with the applicable regulator in your state.
If your personal information was processed because you called a business that uses Zovex Labs, please direct your request to that business, which is the controller. We will help them respond as their processor.
08Children's Privacy
The Service is intended for businesses and is not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, contact us and we will delete it.
10Changes to This Policy
We may update this Privacy Policy from time to time. If we make a material change, we will notify you by email or through a notice on the website or dashboard. The "Last updated" date at the top of this page shows when the current version took effect.
11Contact
For privacy questions or to exercise your rights, contact:
support@zovexlabs.com
Zovex Labs