Privacy Policy

1. Introduction

Zencia ("we", "our", "us") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, and share your information when you use our Service.

2. Information We Collect

We collect the following types of information:

Account Information

• Name and email address (provided during registration)
• Password (stored securely using hashing)
• Google account data (if you sign in with Google)

Agent and Usage Data

• Agent configurations (names, prompts, settings)
• Knowledge base documents you upload
• Call logs and conversation metadata (duration, timestamps)
• Widget session data

Payment Information

• Transaction records and payment history
• Payment details are processed by Razorpay; we do not store your card or bank information directly

Technical Data

• IP address and browser information
• Session data and cookies
• Device and platform information

3. How We Use Your Information

We use your information to:

• Provide and maintain the Service
• Process payments and track minute usage
• Create and manage your AI voice agents
• Send important account notifications (low balance alerts, welcome emails)
• Improve the Service through usage analytics
• Provide customer support
• Ensure security and prevent fraud

4. Third-Party Services

We integrate with the following third-party services, each with their own privacy policies:

• Google Firebase - Authentication and data storage
• ElevenLabs - AI voice agent conversations and voice synthesis
• Razorpay - Payment processing
• Twilio - SMS and phone call services (when you connect your account)
• Microsoft (Outlook) - Calendar and email integration (when you connect your account)
• Google Sheets - Data logging integration (when you connect your account)
• Google Gemini - AI prompt generation

We only share the minimum data necessary for these services to function. We encourage you to review their respective privacy policies.

5. Conversation Data

When your AI agents handle conversations:

• Conversations are processed by ElevenLabs and the selected LLM provider
• We store conversation metadata (duration, timestamps, agent used) for billing and analytics
• We do not store full conversation transcripts on our servers unless you explicitly enable logging features
• You are responsible for informing your end-users that they are interacting with an AI agent

6. Data Storage and Security

Your data is stored using Google Firebase (Firestore) with the following security measures:

• All data is encrypted in transit (HTTPS/TLS)
• Access controls ensure users can only access their own data
• Passwords are hashed and never stored in plain text
• API keys and sensitive credentials are stored server-side and never exposed to clients
• Multi-tenant isolation ensures owner data is separated

7. Cookies and Sessions

We use session cookies to maintain your login state. We do not use tracking cookies or third-party advertising cookies. Session cookies are cleared when you log out.

8. Data Retention

We retain your data for as long as your account is active. Upon account deletion:

• Your account information will be removed
• Agent configurations and knowledge base documents will be deleted
• Call logs and usage data will be deleted
• Some anonymized usage statistics may be retained for service improvement

9. Your Rights

You have the right to:

• Access - Request a copy of your personal data
• Correction - Update inaccurate or incomplete data via your profile settings
• Deletion - Request deletion of your account and associated data
• Export - Request export of your data in a standard format
• Objection - Object to processing of your data for specific purposes

10. Client Portal Data

If you are a client (invited by an agency owner):

• Your account is managed by the agency owner who invited you
• The owner can view your assigned agents and usage data
• Your login credentials are stored independently and securely
• Payments made through the client portal are applied to the owner's balance

11. Children's Privacy

The Service is not intended for users under the age of 18. We do not knowingly collect personal information from children. If we become aware of such collection, we will promptly delete the data.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes via email or through the Service. The "Last updated" date at the top reflects the most recent revision.

13. Contact Us

If you have questions about this Privacy Policy or wish to exercise your data rights, contact us at support@zencia.ai.