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Privacy Policy

Effective as of: July 9, 2026

Your privacy matters to us. This Privacy Policy explains how Veillant ("Veillant", "we", "us") collects, uses, shares, and protects information when you use our website and our platform for building and deploying AI voice phone assistants (collectively, the "Service"). If you do not agree with this policy, please do not use the Service.

1. Scope

This policy covers information processed through the Service. Capitalized terms not defined here have the meaning given in our Terms of Service. Our use of subprocessors is described on our Subprocessors page, and our use of cookies in our Cookies Policy.

Our two roles. For the account you create with us — your name, email, configuration, and billing — Veillant is the data controller. For the people who call the phone assistants you deploy, you (our customer) are the controllerof your callers' personal data and Veillant acts as your processor, handling that data only on your instructions and under our Data Processing Agreement(GDPR Art. 28). If you are a caller, the business you phoned — not Veillant — is responsible for your data; see "Callers' rights" below.

2. What information we collect

  • Account data: your name, email address, and profile image provided through Google sign-in.
  • Configuration data: the companies, agents, products, services, and knowledge documents you create in the Service.
  • Billing data: subscription status and payment metadata processed by our payment provider (Stripe). We do not store full card numbers.
  • Call metadata: for each call your agent handles, we store data such as duration, timestamps, token usage, estimated cost, and status — used for operating the Service and billing.
  • Derived call analytics (optional): if you enable analytics for a company, at the end of a call an AI pass reads the live transcript in memory and derives only generic, aggregated categories — for example the topic asked about, whether the call was resolved, the hour, and a coarse region. These are stored as decoupled counters (see Section 3); no individual call record is kept. The raw transcript is discarded.
  • Consent records: for each call we store a minimal record that consent was given, which disclosure version was played, and the language — with no caller identifier — to demonstrate compliance (GDPR Art. 7).
  • Anonymous system signals: we keep aggregate, fully anonymous signals (a generic business category, coarse region, hour, resolution outcome, and technical quality indicators) with no link to any account or caller, to improve the Service and understand demand.
  • Technical and log data: device, browser, IP address, and usage information generated automatically when you use the Service.

What we never store from a call: we do not store call audio, we do not store the raw transcript, and we do not retain the caller's phone number.A caller's number is used only in the moment — to email you an escalation so you can call them back, and to derive a coarse region — and is never written to our database, logs, or analytics.

3. Calls are not recorded, and are analyzed privately

Veillant does not record or store the audio of phone calls. Call audio is streamed and processed in real time through our AI and telephony providers (OpenAI and Twilio) so your agent can listen and respond, and is not persisted by us. The transcript exists only transiently, in memory, so the AI can respond during the call — it is never saved to our database.

When you enable analytics, that in-memory transcript is read once, at the end of the call, by an AI step that outputs only generic, aggregated categories and then discards the transcript. Those categories are stored as decoupled counters: each dimension (topic, hour, region, outcome) is counted on its own and the combination is never written together, so no stored record can be traced back to an individual caller. This is a deliberate privacy-by-design choice. Callers are told the call is analyzed before it begins and may decline; if they decline, the assistant still handles the call normally, but nothing about it is processed or analyzed afterward.

4. How we use information

  • To provide, operate, secure, and improve the Service.
  • To process subscriptions and payments.
  • To display usage, cost, and (where enabled) aggregated call analytics in your dashboard.
  • To improve the Service and understand demand using anonymous, aggregated signals that are not linked to any account or caller.
  • To communicate with you about your account, security, and service updates.
  • To detect, prevent, and address fraud, abuse, or technical issues.

We do not sell your personal data, and we do not use your Customer Content to train AI models.

5. Legal bases (GDPR)

Where the GDPR applies, we rely on the following bases for the data we process as controller:

  • Performance of a contract — account, configuration, and billing data, to provide the Service you signed up for.
  • Legitimate interests — technical and log data, and anonymous aggregated signals, to secure, operate, and improve the Service; balanced against your rights.
  • Consent — any optional processing you or your callers opt into (such as a caller consenting to a call being analyzed), which may be withdrawn at any time.
  • Legal obligation — where we must retain or disclose data to comply with the law.

For your callers' data, you are the controller and set the legal basis; we process it as your processor under our Data Processing Agreement.

6. How we share information

We share data only with trusted subprocessors strictly to deliver the Service — including OpenAI (AI, real-time voice, and the end-of-call analysis that derives analytics), Twilio (telephony), Stripe (payments), and our hosting, database and authentication providers. We require them to protect your data and use it only to provide their services to us. We may also disclose information where required by law, to enforce our Terms, to protect rights and safety, or in connection with a merger or acquisition (subject to this policy). See the full list on our Subprocessors page.

7. Data retention

  • Account & configuration data: kept while your account is active, and deleted when you close your account (see Section 9).
  • Call metadata and derived analytics counters: retained for up to 24 months to power your dashboard and billing, then deleted automatically. You can shorten this by disabling analytics or closing your account.
  • Consent records: retained for up to 24 months as proof that consent was collected (GDPR Art. 7), then deleted. They contain no caller identifier.
  • Anonymous system signals: as these are not personal data, they may be retained indefinitely in aggregate form.

Because we never store call audio, raw transcripts, or caller numbers, there is nothing about an individual caller to retain in the first place. Some copies may persist briefly in encrypted backups before being overwritten.

8. International transfers

Our providers may process data in the United States and other countries whose data-protection laws may differ from yours. Where required, we rely on appropriate safeguards (such as the EU Standard Contractual Clauses) for international transfers.

9. Your rights

Depending on your location, you may have the right to:

  • Access the personal data we hold about you.
  • Correct inaccurate data.
  • Export / port your data to another provider.
  • Erase your data, and object to or restrict certain processing.
  • Withdraw consent at any time, and opt out of marketing communications.

EU/EEA residents have these rights under the GDPR; California residents have rights under the CCPA/CPRA, including the right not to be discriminated against for exercising them (and we do not sell personal information). To exercise any right, contact us below.

Callers' rights. If you are a person who called a Veillant-powered assistant, the business you phoned is the controller of your data, not Veillant. Direct any access or deletion request to that business; our assistants are instructed to pass such requests to a human. Veillant itself holds no audio, transcript, or phone number tied to you, and its analytics are decoupled and anonymized so that no record identifies you — so on our side there is nothing to look up or erase.

10. Children

The Service is not directed to individuals under 16, and we do not knowingly collect their personal data.

11. Security

We use technical and organizational measures to protect your information, including scoping each account's data to that account so it is never shared across users. No method of transmission or storage is completely secure, but we work to protect your data and respond to incidents appropriately.

12. Changes & contact

We may revise this policy from time to time; we will notify you of material changes by email or through the Service. For privacy questions or requests, contact us at thomas.romero@veillant.eu.