1. Who SVH are
SmartVoiceHub (“SVH”). SVH is the data controller for personal data collected on the SVH website, forms, and through our AI agents and phone systems.
2. What SVH collects
- Personal (including also business) contact details (including but not limited to: name, email, phone, address).
- Booking/transaction information (including but not limited to: service requested, appointments and calendar events; billing — processed by SVH’s billing provider).
- Call data generated by the SVH service, including but not limited to call metadata, recordings, and transcriptions where enabled– processed by SVH’s voice or AI technology providers.
Recordings and transcriptions may be used for service delivery, quality monitoring, and for improving, developing, or training AI systems used to operate the service.
SVH enables clients to use call recording and transcription features as part of the service. Clients using these features are responsible for informing call participants about call recording or processing where required by applicable legal requirements.
- Technical data (including but not limited to: IP, device, cookies- see Cookies).
- In some cases, personal data may be provided to SVH by SVH’s business clients through their CRM for the purposes above.
3. Why SVH uses personal data
- To provide and support SVH services, respond to enquiries, and manage accounts (contract/legitimate interests).
- To improve quality, safety and performance (e.g., QA on recordings where enabled) (legitimate interests - e.g., service quality, security, abuse/fraud prevention)
- To send service messages and important updates (legitimate interests/legal obligation).
- To send optional marketing where you agree (consent/legitimate interests).
- To meet compliance duties (legal obligation).
- Where automation supports decisions, a human is involved, and a person can request human review.
4. SMS Communications
If a person chooses to provide SMS consent through the SVH website forms, they may receive SMS messages from SmartVoiceHub related to enquiries, appointments, service updates, and occasional promotional offers.
Message frequency may vary. Message and data rates may apply.
A person may opt out of SMS communications at any time by replying STOP to any message. For assistance they may reply HELP.
SMS consent is not shared with third parties or affiliates for marketing purposes.
5. Sharing and International transfers
SVH uses trusted service providers (e.g., hosting, telephony/voice AI, CRM, email, analytics, payment processing) who act under contract and only on SVH instructions. Some providers may process data outside the state or legal region where the personal data originated. When SVH transfers data, SVH uses safeguards required by applicable legal requirements (for example, standard contractual clauses or equivalent); a person can contact SVH to obtain information about those safeguards.
For payments made via Stripe, Klarna, Revolut, Paddle, GoHighLevel, or similar, these providers act as independent controllers for their own processing and publish their own privacy notices.
6. How long SVH keeps data
SVH keeps personal data only as long as needed to provide and support the Service and to run SVH, then deletes or anonymises it.
For call recordings/transcripts, the Client sets the retention (where enabled) and SVH follows that setting; if none is set, SVH applies its own retention in line with legal requirements. Routine backups roll off on a cycle.
7. Statutory/contractual requirement
Some information is necessary to enter into or perform the service (e.g.: destination, phone number, routing email). If it is not provided, SVH may be unable to deliver the service.
8. Legal rights
A person can: access, correct, erase, restrict or object to processing, and request portability. Where SVH relies on consent, a person can withdraw it at any time. A person can also complain to the data protection authority.
9. Automated decisions
SVH does not make decisions with legal or similarly significant effects based solely on automated processing. Automation supports call routing and scheduling suggestions; significant decisions are not made by automation alone.
10. Cookies & analytics
SVH uses necessary cookies to run the site and optional analytics/advertising cookies with a person’s consent. A person can change cookie settings in a browser.
11. Contact
Questions or requests: [email protected]. (SVH has no person for data-protection purposes; if that changes, this notice will be updated.)
12. Updates
SVH may update this policy. SVH will post changes here with a new “Effective” date.