1. Scope

This Privacy Policy applies to information processed through the Voxen website, our business communications, and services that refer to this policy. “Voxen,” “we,” “us,” and “our” refer to the Voxen entity that provides the relevant website or service.

A business that uses Voxen may collect and control information about its own customers, callers, employees, and contacts. In those situations, the business is responsible for its privacy notices, lawful basis, permissions, and instructions, while Voxen processes information to provide the agreed service. A separate service agreement or data-processing agreement may provide additional terms and will control if it conflicts with this policy.

2. Information we collect

The information we process depends on how someone interacts with Voxen.

Information provided directly

This may include:

name, business name, role, email address, and phone number;
account, billing, and subscription information;
business hours, services, policies, scripts, FAQs, and call-handling instructions;
messages, support requests, feedback, and other communications; and
information submitted when requesting a demonstration or discussing a service.

Information collected through the website and services

This may include:

device, browser, operating system, language, and approximate location information;
IP address, timestamps, referring pages, and pages or features used;
authentication, diagnostic, performance, and security logs; and
cookies or similar technologies used for essential functionality, preferences, measurement, or security.

If we introduce analytics, advertising, or other non-essential tracking, this policy and any required consent choices should be updated to describe those technologies accurately.

3. Call and service data

When a business uses Voxen to handle calls or related workflows, the service may process caller phone numbers, call times and duration, audio, transcripts, messages, appointment or enquiry details, routing information, and outcomes. The exact information depends on the configuration selected by the business and the services covered by its agreement.

Businesses using Voxen are responsible for telling callers when an automated system is in use and when calls may be recorded or transcribed, and for obtaining any consent required by applicable law. They should avoid asking Voxen to collect information that is not needed for the intended workflow.

Information submitted to third-party calendars, messaging services, customer systems, or other integrations is also subject to the privacy terms and settings of those providers.

4. How we use information

We may use information to:

provide, configure, maintain, and support the website and services;
authenticate users and administer accounts;
process calls, requested actions, integrations, and communications;
respond to enquiries, demonstrations, support requests, and feedback;
process payments and manage commercial relationships;
monitor reliability, prevent misuse, investigate incidents, and protect the service;
understand usage and improve functionality, quality, and user experience;
comply with legal obligations and enforce applicable agreements; and
send service notices and, where permitted, information about relevant Voxen offerings.

Where applicable law requires a legal basis, processing may be based on performance of a contract, legitimate interests, consent, or compliance with a legal obligation. The appropriate basis depends on the context and jurisdiction.

We may disclose information:

To service providers. Vendors may help provide hosting, communications, payments, support, security, analytics, or other operational services.
At a business customer’s direction. This includes configured users, transfer destinations, integrations, and other recipients selected by that customer.
For legal and safety reasons. We may respond to lawful requests, protect rights and safety, investigate misuse, or comply with applicable law.
In a business transaction. Information may be reviewed or transferred as part of a financing, merger, acquisition, reorganisation, or sale of assets, subject to appropriate protections.
With consent. We may disclose information for another purpose when the relevant person or business has authorised it.

Service providers are expected to process information for the services they provide and in accordance with applicable contractual and legal obligations.

6. Data retention

We retain information for as long as reasonably necessary to provide services, maintain records, resolve disputes, protect the service, and meet contractual or legal obligations. Retention periods may vary by information type, customer configuration, applicable law, and the terms of a service agreement.

Deletion from active systems may not immediately remove information from backups or records that must be retained for legal, security, or accounting purposes. Such information should remain protected and be removed or isolated according to the applicable retention process.

7. Data security

We use administrative, technical, and organisational measures designed to protect information against unauthorised access, alteration, disclosure, or destruction. No method of transmission, storage, or processing can be guaranteed to be completely secure.

Business customers should protect their credentials, review user access, keep contact and routing information current, and notify Voxen promptly if they suspect unauthorised use. Additional information is available on our Security page.

8. Choices and rights

Depending on applicable law and the context, individuals may have rights to request access, correction, deletion, restriction, portability, or objection to certain processing. They may also be able to withdraw consent where processing relies on consent.

If Voxen processes information on behalf of a business customer, a request concerning that information should normally be directed to the business first. We may refer the request to that business or assist it as required by the applicable agreement and law.

Requests may require identity verification. Some information may be exempt from a request or retained where permitted or required by law.

9. International processing

Voxen, its customers, and service providers may operate in different locations. As a result, information may be processed outside the place where it was collected. Where required, we use recognised contractual or legal mechanisms intended to protect information transferred across borders.

10. Changes and contact

We may update this policy as the website, services, or legal requirements change. The date at the top indicates when the policy was last updated. Material changes may also be communicated through the service or another appropriate channel.

Questions, privacy requests, and complaints should be sent to hello@voxen.tech, submitted within the relevant account, or made through the method in the applicable service agreement. Include enough detail for us to identify the relationship and respond appropriately, but do not send passwords or unnecessary sensitive information.