Privacy Policy
Version 1.2
Effective from 25th of August 2026
Privacy Policy Statement
This privacy statement applies to the website, mobile and online app (“App”) and our conversational AI platform and associated services (“Services”) available from:
Gutteling IT Services (https://voixana.com) (Voixana)
We find privacy important, as we believe this is a basic right of individuals. Voixana is committed to maintaining the highest standards of privacy and data protection.
Please take the time to review this document, if you find anything that is not clear, please feel free to contact us at support@voixana.com
Our Website, App and Services are designed for use by businesses and their representatives, and for processing the information of individuals on behalf of our customers/clients. They are not intended for personal purposes. If you disagree with this statement, please refrain from using our Services / App or interacting with any other aspects of our business.
Personal Information we Collect
Below we will explain what personal information we collect during providing our service:
Information you Provide
If you are using Voixana’s App and Services as an individual on behalf of a business organisation (albeit being an employed individual or part of an organisation that is (in)directly connected with said organisation) that engages with us, please note that we collect and process your personal information under their direction. In these scenarios, we act as a processor of your personal information.
Should you have any queries or concerns regarding the collection of this data, we will refer you to the privacy statement(s) of the organisation you are (in)directly associated with.
We process personal data entered into our service, including content shared through conversations with the AI system, for the purpose of providing and improving our platform. The primary lawful basis for this processing is the performance of a contract in accordance with GDPR Article 6(1)(b). Where conversational data is used to enhance service quality or model performance, the processing is based on our legitimate interest under GDPR Article 6(1)(f). You have the right to object to processing based on legitimate interests at any time, as described in GDPR Article 21.
The following information we collect which you (or individual / organisations interacting with us on your behalf) provide to us.
1. Visit information: When you visit or interact with our Services or App, download content, or contact us (for example, when requesting customer support), we automatically collect certain information. We also collect information about the interaction of you and your browsers and devices with our Apps and Services, including IP address, crash reports of the App, system activity, and the date, time and referrer URL of your request, if applicable.
2. Device and System Details: This includes information about your device, browser or application version, operating system, and time zone settings. Also specific information related to technical troubleshooting are included here, which means providing your contact details and support documentation (screenshots/videos) if needed
3. Content Interaction Data: We collect information related to content downloads and how that content is accessed or played. This will include recordings of conversations that are played back (if applicable)
4. Service Usage Metrics: This includes statistics about how you use our services, technical issue reports, diagnostic data, preference settings, backup information, API requests, and other relevant logs. As much as possible, we anonymise the data.
5. Contact Information: We store email addresses and phone numbers used when communicating with us.
6. Cookies and Identifiers: We collect identifiers and data stored in cookies to improve your experience and enhance our services. See our cookie section down below for more information.
7. Call information: When you make or forward phone calls using our AI-powered platform, we collect and process the audio of the call and the corresponding transcriptions generated from it. This can include personal information if this is part of the call transcription. This data is processed for the purpose of providing the service, ensuring call functionality, and improving accuracy and safety of our voice features.
8. Purchasing Services: When you purchase one of our services, we collect certain details necessary to process your order, which may include payment information such as your card details and related account or authentication data. All credit card information you provide is handled exclusively by our current payment provider, Stripe. Your card details are never transmitted to or stored on our servers at any time. Stripe processes this information in accordance with the Payment Card Industry Data Security Standard (PCI-DSS). See more information here: https://stripe.com/privacy
Reasons for collecting and processing user personal information
We use your collected information to provide you with our App and Services, as outlined in our Terms and Conditions page. Below we will provide you with more information why we do this.
We use the information we collect to operate and deliver our AI-powered services, including processing user inputs, generating responses, and ensuring the platform functions as intended. This data also helps us provide customer support, troubleshoot issues, and maintain service reliability.
Our AI assistant answers, screens, and routes telephone calls, provides callers with the business information configured by our customer, filters spam, and generates call transcriptions and summaries. It does not provide professional, legal, medical, or financial advice, and it does not make any solely automated decision that produces legal or similarly significant effects concerning you within the meaning of GDPR Article 22.
In addition, we use aggregated or anonymised information to support research and development activities aimed at improving our models, enhancing features, and advancing overall system performance. Certain data may also be processed to pursue legitimate business interests such as maintaining platform security, preventing misuse, analysing service usage trends, and supporting operational, security and administrative functions.
We may process your information when necessary to meet legal requirements, safeguard our lawful interests, or support activities such as audits, regulatory reviews, and business operations.
Special categories of personal data
The Voixana Services are not designed or intended to collect or process special categories of personal data. This is defined in GDPR Article 9 as for example data revealing health, racial or ethnic origin, religious beliefs, or biometric or sexual-life data.
Because calls may cover any subject a caller chooses to raise, a transcription may incidentally contain such information. Business customers are responsible, as controllers, for ensuring they have a valid Article 9 condition before using the Services in contexts where special-category data is likely to be discussed (for example healthcare), for configuring recording and retention accordingly, and for informing their own callers as required.
We do not use special-category data to train or improve our models, and we apply the retention and deletion controls described above to minimise how long any such incidental information is held. If you believe special-category data has been recorded and wish it removed, contact the relevant business or email support@voixana.com.
Data Storage, Retention Policy and Security
Retention of Information
We keep personal data only for as long as it serves a lawful and necessary purpose, after which we delete it or anonymise it. The periods below apply unless a longer period is required by law or agreed separately with a business customer in our service agreement:
| Data category | Retention period |
|---|---|
| Call audio recordings | 30 days from the call, then permanently deleted (recordings are only retained for these 30 days where the customer’s plan includes recording) |
| Call transcriptions and summaries | 12 months from the call |
| Call metadata (numbers, time, duration, outcome) | 36 months |
| Account and profile data | For the life of the account, then 90 days after account closure |
| Billing and payment records | As required by Spanish tax law — typically 6-8 years |
| Support correspondence | 24 months after the ticket is closed |
| Spam / blocked-number lists | While the account is active – Legitimate interest (fraud/spam prevention) |
Handling Customer Data
When we process personal data on behalf of our customers, we follow their instructions defined in our service agreements, including all requirements related to retention and deletion. If there are no instructions from our customers, we will retain the customer information as long as it serves a lawful and necessary purpose (see above).
Security Measures
We use a combination of advanced technical safeguards and organisational practices to protect personal information from unauthorised access, loss, or misuse. Our security framework is designed around the sensitivity of the data we handle, and we regularly review and strengthen these protections to maintain a high standard of security.
How do we Share Collected Information?
The information that we collect, we share with affiliated organisations, either businesses that you have engaged with for our Services or group companies, affiliates, partners, and service providers related to all our operational and technical services, the so called ‘processors’.
The main categories of services by processors are provided as follows:
– Cloud hosting providers
– Backup and disaster-recovery services.
– Voice call routing providers
– Speech-to-text engines
– Large language models
– Transcription and translation tools
– Bot-protection providers
– Payment processors
– Performance monitoring tools
– Email or SMS delivery platforms
This is not an exhaustive list, as the services can be aggregated under one category or split into multiple categories.
The access of a processor is strictly provided for helping us to provide our App and Services and is governed by stringent security and confidentiality measures.
As said, the primary lawful basis for this processing is the performance of a contract in accordance with GDPR Article 6(1)(b). Where conversational data is used to enhance service quality or model performance, the processing is based on our legitimate interest under GDPR Article 6(1)(f).
We share the information also to:
– Comply with laws and regulations in all markets that we operate in.
– Enforce our agreements, policies, and terms of service.
– Protect the integrity of our products and services.
What do we not share?
- We do not share your identifiable personal information with any third party except as necessary to fulfill legal and regulatory obligations.
- We do not disclose mobile information to third parties or affiliates for marketing or promotional use.
Transfer of Date (international)
International Data Handling
Voixana processes information globally. Your data may be transferred, stored, and handled in countries outside your own, either by us or by third-party providers that support our Services. Customers with specific data sovereignty requirements are accommodated according to their contractual terms. We apply strong safeguards to protect your information throughout these international transfers.
Transfers to Third Parties
Certain external partners we engage operate in regions with privacy and data protection laws that may differ from those in your country. For individuals in the European Economic Area, we ensure that such transfers are supported by recognised safeguards, including European standard contractual clauses, binding corporate rules, or other suitable legal mechanisms.
Although we can’t prevent it, we actively try to limit to transfer of information to third parties, as we believe that limited exposure to information is better for the privacy of our customers than unlimited sharing of personal information.
Your Privacy Rights
Below we inform you about your privacy rights under the GDPR guidelines.
For Business Organizations:
For businesses that we have a service agreement into place, please reach out to support@voixana.com if you have any questions.
Information for callers (Third Party organisations)
Voixana answers, screens, and where enabled records and transcribes incoming telephone calls on behalf of the businesses that use our Services. If you call a business that uses Voixana, your call may be answered by an automated AI assistant and may be recorded and transcribed.
You are speaking with an AI system. At the start of the call, the AI assistant will identify itself as an AI assistant and, where recording is enabled, informs you that the call is being recorded. If you do not wish to continue, you may end the call and contact the business by another means.
Roles. For calls, the business you are contacting is the data controller and decides why and how your information is used. Voixana acts as a data processor and handles your information only on that business’s documented instructions.
Lawful basis. The business relies on its legitimate interests – GDPR Article 6(1)(f) – in operating a professional, efficient reception service and in preventing spam and fraudulent calls, balanced against your rights; or, where applicable, on the necessity of handling your enquiry. Recording notice is provided at the start of the call as described above.
Exercising your rights. Because the business is the controller of your call data, please direct requests to access, correct, or delete your information to that business. If you are unsure who to contact, email us at support@voixana.com and we will help route your request and support the business in responding, in line with our service agreement and applicable law.
Your Rights When Using Our Services and App:
You may exercise several rights concerning your personal information, which are:
– Requesting access to the personal data we hold about you.
– Asking for your data in a structured digital format.
– Objecting to how your information is used.
– Requesting deletion or restriction of your information.
– Right to lodge a complaint (see below).
Right to lodge a complaint
If you believe we have processed your personal data unlawfully or have not addressed your request satisfactorily, you have the right to lodge a complaint with a data protection supervisory authority. Our lead supervisory authority is the Spanish Data Protection Agency (Agencia Española de Protección de Datos, “AEPD”):
Agencia Española de Protección de Datos
C/ Jorge Juan, 6, 28001 Madrid, Spain — www.aepd.es
If you are located in another EEA country, you may also contact the supervisory authority in your country of residence or work. We would, however, appreciate the chance to resolve your concern directly first — please contact us at support@voixana.com.
How We Handle Requests:
We review and respond to all requests from individuals whose information has been collected through our App or Services. To protect your privacy, we take appropriate steps to confirm your identity before granting access or making changes to your data. This means that we might ask for identification papers, phone numbers and/or other contact information in order to determine if your request is valid and legally binding.
Cookies
Cookies are small pieces of text sent to your browser by a website you visit, in our case Voixana.com. It helps us remember information about your visit, which can both make it easier to visit the site again and make the site more useful to you. By continuing to navigate our site, you consent to our use of cookies.
See here information about cookies: https://www.edpb.europa.eu/sme-data-protection-guide/faq-frequently-asked-questions/answer/what-are-cookies_en
Our Cookie Policy
By default, we set a first-party cookie that helps us gather information about visitor numbers, certain data such as aggregate location, language, when you visited our site and behavior on the site. They are created directly by our server when you visit and we will not share this information with any third-party.
Besides this, we will ask your consent to set third-party cookies which helps us with analytics, performance assessment, or targeting purposes (advertisement information). It is possible to allow or deny these cookies. You can manage your consent in our cookie banner on our website.
Privacy Statement Updates
This page will always show the latest version of our privacy statement. When we change our privacy statement, we post the latest version on this page and if significant changes are made, we will also inform all our customers of these changes via email.
We recommend regularly reviewing our privacy statement when using our Services or App.
If you do not accept the changes made to our privacy statement, you will need to stop using our Service and App and deactivate any associated accounts. If you need assistance with this process, you can contact us at support@voixana.com.