Privacy Policy

(a) Definitions. In this Policy, “Personal Information” means any information about an identified or identifiable individual, such as an individual’s name, address, telephone number, email address or voice recording. In certain jurisdictions, this may also be referred to as “Personal Data.” Other capitalized terms not defined herein have the meanings given to them in our Terms of Service (“Terms of Service”).

(b) Scope. This Policy applies only where Augova decides why and how Personal Information is processed (that is, where we are the organization in control of it, or a “controller”). That includes our Website at augova.com, our public demonstrations at demo.augova.com, our blog, our own telephone line and AI receptionist, our sales and marketing activities, and our relationships with customers, suppliers and business contacts.

This Policy does not apply when we provide Services to a business customer and process Personal Information on that customer’s behalf, for example when an AI voice agent answers calls for a dental clinic, takes orders for a restaurant or processes documents for a law firm. In those relationships we act as a service provider (also called a data processor), the customer decides how the information is used, and our processing is governed by the Data Processing Addendum in that customer’s agreement and by the customer’s own privacy notice. If you spoke with an AI agent on behalf of another business, please contact that business about your information. You may also contact us, and we will direct or address your request as appropriate.

(a) Personal Information you provide to us

• Contact and enquiry details. When you complete a contact or demo-request form, email us or call us, we collect your name, business name, email address, telephone number, the content of your message, the service you are interested in and your scheduling preferences.
• Voice interactions. When you speak with an Augova AI agent, including on our telephone line, through the voice agent on our Website or in a public demonstration, we process the audio of your voice in real time, the transcript of the conversation, call or session metadata (such as the telephone number you call from, the date, time and duration of the call, and the language used), information you choose to share during the conversation, and resulting summaries or structured fields (such as a requested appointment time). Where recording is enabled and you have been told about it, we may also retain an audio recording of the conversation.
• Appointments and requests made through our agents. If you book an appointment, request a demo or leave a message through one of our AI agents or forms, we collect the details needed to complete that request, such as your name, contact details, the time requested and the reason for the request.
• Account and connection details. If you are a customer and we give you an account, or you connect a third-party account (such as Google or Microsoft) to the Services, we collect your name, business email address, account preferences and the information needed to operate the connection.
• Customer and project information. If your business engages us, we collect the information needed to administer the relationship, such as the names and business contact details of your staff, contracts, Order Forms, configuration choices, support requests and records of our communications.
• Billing and payment details. When you buy our Services, we collect billing contact details, billing address, invoices and records of payments. Where payment is made by card or electronic payment, the payment details are collected and processed by our payment processor or financial institution.
• Feedback and communications. If you contact us directly, express interest in our Services, respond to a survey or otherwise provide us with feedback, we collect your name, email address, the contents of your message and any attachments, and other information you choose to provide. If you subscribe to our newsletter or updates, we collect your name and email address.
• Other information you provide. We may collect other information you provide to us, such as when you apply for a job, attend an event, or otherwise interact with us online or offline.

(b) Personal Information we collect automatically

• Device and technical information. Our hosting and security providers receive technical information about the device and software you use to access our Website, including IP address, browser type and version, operating system, requested pages, referring page, and the date and time of the request.
• Location information. We or our providers may infer your general location (such as country or city) from your IP address, for example to protect the Website against abuse. We do not collect precise location information.
• Form context. When you submit a form, we record the page you submitted it from and, if present in the link you followed, campaign parameters (such as “utm_source”) that tell us how you found us.
• Security signals. Our forms use Cloudflare Turnstile, which collects signals from your browser and device to help distinguish people from automated abuse.
• Cookies and similar technologies. We use strictly necessary cookies and similar technologies, as described in Section 7 (“Your cookie choices”).

(c) Personal Information we collect from third parties

• Connected accounts. If you connect a Google or Microsoft account to the Services, we receive the information you authorize, such as your name, email address and the calendar availability or files needed for the connected feature.
• Business sources. We may collect business contact information (such as a name, job title and business email address or telephone number) from publicly available sources such as business websites, directories and professional networks, or from people who refer you to us, so that we can contact you about our Services in accordance with applicable anti-spam laws.
• Service providers. We may receive information from service providers acting on our behalf, such as confirmation that an email was delivered or a payment was received.

In some cases, we need to collect your Personal Information to provide you with our Services. In these cases, if you choose not to provide the requested Personal Information, you may not be able to use our Services. We will tell you if providing Personal Information is required by law or under a contract and the consequences of failing to provide it, if applicable. Please do not send sensitive Personal Information (such as health information, government identification numbers or payment card details) through a website form, email or public demonstration.

(a) Purpose and legal basis

The table below describes the purposes for which we process your Personal Information when acting as a controller and the basis on which we rely. In Canada, we rely on your consent (express or implied, depending on the sensitivity of the information and your reasonable expectations) unless the law permits processing without consent. Where the laws of another jurisdiction apply to you, we rely on the legal grounds listed.

We only rely on our legitimate business interests to process your Personal Information when we determine that those interests are not overridden by your rights and interests and the law permits it. When we use your information on that basis, you may have the right to object to that use.

(b) Personal Information and Augova AI voice agents

Our AI voice agents identify themselves as AI at the start of a conversation and explain whether the conversation is recorded and why. Recording, real-time audio processing and transcription are different activities: the agent must process your speech in real time in order to hear and answer you, even when no recording is retained. If you do not want to be recorded, say so during the conversation, end the call, or contact us by email instead. You can ask to speak with a person, and the agent will pass on your request or tell you how to reach someone.

We do not use your voice to identify you, to create a synthetic copy of your voice, or to infer your emotions, health or other characteristics about you. The voices our agents speak with are synthetic voices provided by our voice provider; they are not cloned from the people who call us.

(c) Personal Information and AI models

Augova does not use your Personal Information to train AI models, and does not sell or provide it to anyone for that purpose. To deliver our agents and other Services, we send the information needed for each request to the AI, speech and voice providers listed in Section 5, which process it as our service providers under their own terms. AI outputs can contain mistakes; important information and decisions are reviewed by a person. Our agents do not make decisions that produce legal or similarly significant effects about you without human involvement.

Your Personal Information may be shared with:

• Vendors and service providers. We share Personal Information with third-party vendors and service providers who provide services to us, such as website hosting and security, cloud infrastructure and databases, telephony, speech recognition, voice synthesis and AI models, email delivery, calendar, spreadsheet and team messaging tools, customer support, accounting and payment processing. They may use your Personal Information only to provide their services to us.
• The business you contacted. If you speak with an AI agent or use a demonstration that we operate for, or on behalf of, another business, the information from that conversation is shared with that business so that it can respond to you.
• Third parties at your direction. If you connect a third-party account or ask us to send information to a third-party application, we share the information you instruct us to share. Be sure you trust any third party with whom you share information.
• As required by law and similar disclosures. We may access, preserve, and disclose your Personal Information to law enforcement agencies, regulators and public authorities, or in legal proceedings, if we believe doing so is required or permitted by law, including to (a) comply with a court order, warrant, subpoena or other legal process; or (b) protect your, our, or others’ rights, property, or safety.
• Merger, sale, or other asset transfers. We may disclose your Personal Information to advisors and potential transaction parties in connection with the consideration, negotiation, or completion of a corporate transaction or reorganization, such as a merger, financing, or sale of all or a portion of our business or assets, subject to agreements that protect the information as required by law.
• Other recipients with your consent. We may also disclose your information to other third parties where we have received your consent to do so. Such consent will include the purposes for which the third party intends to use the information.

We do not sell Personal Information, rent it, or share it with third parties for their own marketing or advertising purposes.

Augova is based in Ontario, Canada. Some of our service providers store or process Personal Information outside Canada, mainly in the United States, and some operate global networks that process requests in the location closest to the user. This means we may transfer your Personal Information outside your country, province or state of residence. We transfer Personal Information only for the time required to fulfil the purpose for which it is processed. We remain the organization in control of the information, and the service providers act as our processors.

We transfer Personal Information to the following categories of recipients:

We use contractual and other measures to require these providers to protect Personal Information to a standard comparable to the protection it would receive in Canada. If you reside in the European Economic Area, Switzerland or the United Kingdom, we rely on an adequacy decision (the European Commission has recognized Canada as providing adequate protection for commercial organizations subject to PIPEDA), standard contractual clauses, or another lawful transfer mechanism, as appropriate. For more information about how we transfer Personal Information, or to obtain a list of the providers relevant to your engagement, contact us using the details in Section 14 (“Contact us”).

Please note that the data protection laws in the locations where we transfer or process data may differ from those in your area. While the data is in another jurisdiction, it may be accessed by the courts, law enforcement and national security authorities of that jurisdiction.

We take measures to delete your Personal Information, or keep it in a form that does not permit identifying you, when it is no longer necessary for the purposes for which we process it, unless we are required or permitted by law to keep it for a longer period. When determining the specific retention period, we consider factors such as the type of Service provided to you, the nature and length of our relationship with you, the sensitivity of the information, mandatory retention periods provided by law (for example, tax and accounting rules) and any relevant limitation period. Where we use Personal Information to make a decision about you, we keep it long enough for you to be able to access it.

An enquiry, a call recording, a transcript, an operational log and a billing record serve different purposes and are kept for different periods. Information we process for a business customer is kept and deleted in accordance with that customer’s agreement and instructions. Deleting information from one system does not necessarily delete a copy already delivered to a business you contacted or to another authorized recipient. Backups are overwritten on their regular cycle. Contact us to ask about the retention period for a particular record.

Cookies, pixel tags, local storage and similar technologies (“Cookies”) are technologies used to store or read information on your device when you use a website.

Types of Cookies we use. We use only strictly necessary Cookies: Cookies that are essential to make our Services available to you, for example to keep you signed in to an account, to operate a demonstration session, or to help Cloudflare Turnstile and our hosting provider identify bots and protect the Website. These Cookies cannot be disabled through our Services because we cannot provide the Services without them.

We do not currently use analytics Cookies, advertising or targeting Cookies, or session-recording tools, and we do not allow advertising networks to track you on our Website. If we introduce them in future, we will update this Policy and ask for your consent before using them where required by law.

Third-party content. Our service-area map is loaded from Google Maps only when you choose to open it. Google may then receive technical information about your request and set its own Cookies, subject to Google’s Privacy Policy.

Browser settings. Most web browsers allow you to manage your preferences relating to Cookies. You can set your browser to refuse Cookies or delete certain Cookies. Please note that if you choose to block strictly necessary Cookies, parts of our Services, such as forms and demonstrations, may not work.

(a) Your privacy rights

Depending on where you are located or reside, you may have certain rights regarding the Personal Information we hold about you and certain choices about what Personal Information we collect from you, how we use it, and how we communicate with you. Such rights may include the rights to:

• Access your Personal Information: receive confirmation of whether we hold Personal Information about you, request access to it, and be told how it has been used and to which third parties it has been disclosed.
• Correct your Personal Information: request that we update or correct inaccurate or incomplete Personal Information.
• Delete your Personal Information: request that we delete Personal Information we hold about you, subject to the information we must keep for legal or contractual reasons.
• Withdraw consent: withdraw any consent you previously gave us at any time, subject to legal or contractual restrictions and reasonable notice. We will apply your choice going forward, tell you about the likely consequences (for example, that a feature cannot work without certain information), and the withdrawal will not affect processing that took place before it.
• Unsubscribe from marketing communications: unsubscribe from marketing messages at any time by following the instructions in the message or by contacting us. We will process your request within the time required by law (no more than 10 business days for commercial electronic messages). Even after you unsubscribe, you will continue to receive administrative messages about Services you use.
• Portability: where provided by law (for example, in Quebec, the European Economic Area and the United Kingdom), request a copy of Personal Information you provided to us in a structured, commonly used technological format, or ask us to transfer it to another organization.
• Restrict or object to processing: where provided by law, restrict or object to our processing of your Personal Information, including processing based on our legitimate interests.
• Information about automated decisions: where provided by law, be informed when a decision about you is based exclusively on automated processing, and the main factors used, and submit observations to a person who can review the decision.

You may exercise these rights by emailing our Privacy Officer at [email protected]. Please include the right you would like to exercise in the subject line (e.g., “Access request”), note the province, state or country in which you reside, and give enough information to identify the relevant interaction, such as the date and the telephone number or email address you used. Do not include identification documents or sensitive records in your first message. Before fulfilling your request, we may ask you to provide reasonable information to verify your identity. An authorized representative may make a request on your behalf if we can verify their authority. We respond within 30 days, or within any longer period permitted by law, in which case we will tell you the reason. Please note that applicable law may provide for exceptions and limitations to each of these rights, and we will explain any that we rely on.

If you are not satisfied with our response, you may file a complaint with the Office of the Privacy Commissioner of Canada or, where applicable, with a provincial privacy regulator (such as the Information and Privacy Commissioner of Ontario for health information in Ontario, or the Commission d’accès à l’information du Québec), or with the supervisory authority in your country of residence, place of work, or where an incident took place.

(b) Residents of the United States

Residents of certain U.S. states may have additional rights under their state privacy laws. We do not sell Personal Information or share it for cross-context behavioural or targeted advertising, and we have not done so in the 12 months before the date of this Policy. Because we do not use advertising or targeting technologies, there is nothing to opt out of through an opt-out preference signal such as Global Privacy Control; if that changes, we will honour those signals as required by law. Our Website is not designed to respond to “do not track” signals from browsers.

Our Services may contain links to other websites, products, or services that we do not own or operate, such as our social media pages. We are not responsible for the privacy practices of these third parties. Please be aware that this Policy does not apply to your activities on these third-party services or any information you disclose to them. We encourage you to read their privacy policies before providing any information to them.

We implement physical, organizational and technical safeguards appropriate to the sensitivity of the Personal Information we hold, including encryption in transit, access controls limited to people who need the information, protected storage of account credentials and connection tokens, and bot protection on our forms. As no electronic transmission or storage of information can be entirely secure, we cannot guarantee the security of your information, to the extent permitted by applicable law. If a breach of security safeguards involving your Personal Information creates a real risk of significant harm to you, we will notify you and the Office of the Privacy Commissioner of Canada as required by law.

Our Services are intended for businesses and are not intended for or directed at children under the age of 18. Augova does not knowingly collect, store, or process Personal Information from children under the age of 18 through our Website or Services. If we become aware that we have inadvertently received Personal Information from a child under the age of 18 through our own Services, we will delete that information from our records.

A business that uses our agents may receive calls from people of any age; that business is responsible for its own practices. If you believe we may have inadvertently processed Personal Information about a child, please contact us at [email protected].

Augova does not collect biometric information. We do not use voice recordings, voiceprints or any other characteristic of your voice to identify or verify you, and we do not create voice models from the voices of people who speak with our agents. If a business customer asks us to build a feature that would involve biometric information or a synthetic copy of an identifiable person’s voice, we will do so only under a separate written agreement, with the express consent of the person concerned and the notices required by law, and we will update this Policy if it applies to our own processing.

We may periodically update this Policy. The “Last updated” date at the top of this page identifies the current version. If there are significant changes, we will notify you as required by law, and we will obtain your consent before using Personal Information already collected for a new purpose where the law requires it.

For any questions regarding this Policy or our processing of your Personal Information, or to make a request or complaint, please contact our Privacy Officer, Ariyan Azami, at [email protected]. You may also call us at +1 (289) 207-8477; our AI receptionist will take your message and pass it to the Privacy Officer.

Our Terms of Service explain the terms that govern your use of the Website and Services.