VoxHive Privacy Policy

1. Who we are

VoxHive is a trading name of Veto Swarm Intelligence Ltd, a company registered in England and Wales under company number 17002319, whose registered office is at Apartment 18 Amber Court, Birmingham, B15 2NY.

We take the privacy of your information seriously. This policy explains what personal data we collect, why we collect it, what we do with it, and the rights you have over it.

Our two roles. It is important to understand that we handle personal data in two distinct capacities:

As a controller. We decide how and why we process personal data about visitors to our website, people who enquire about VoxHive, and our own customers. This policy governs that processing.

As a processor. When our customers use VoxHive to handle their own customers' communications, we process that data on their instructions. In that context our customer is the controller and we are the processor. Our handling of that data is governed by our Data Processing Agreement, and by the customer's own privacy policy. If you have interacted with an AI agent and want to know how your data is handled, please contact the business you were dealing with.

Contact us:
Email: contact@voxhive.uk
Post: Veto Swarm Intelligence Ltd, Apartment 18 Amber Court, Birmingham, B15 2NY

2. What personal data we collect

2.1 Information you give us

When you contact us, request a demonstration, or create an account, we collect:

• Your name
• Your work email address
• Your company name
• Your telephone number, where you choose to provide it
• Your team size, where you choose to provide it
• The content of your enquiry or message
• Whether you have consented to receive text messages, and the exact wording shown to you at the moment you consented
• Your account password, stored only as a cryptographic hash which we cannot reverse

2.2 Information collected automatically

When you visit our website we collect:

• Your IP address
• Your browser type and version
• Your operating system
• Pages you visit and the time spent on them
• The page that referred you to us
• The date and time of your visit

2.3 Information from your use of the Service

Where you are a customer, we process:

• Account activity and login records
• Configuration you create, including agent settings and knowledge base content
• Usage records including call minutes, message counts and feature use
• Billing and payment records

We do not store full payment card details. Payments are handled by our payment processor.

2.4 What we do not collect

We do not collect special category data as defined by the UK GDPR, being data revealing racial or ethnic origin, political opinions, religious beliefs, trade union membership, genetic or biometric data, health data, or data about sex life or sexual orientation. Please do not send us such information.

3. Why we process your data and our lawful basis

We only process personal data where we have a lawful basis to do so under the UK GDPR.

Where we rely on legitimate interests, we have considered whether our interest is overridden by your rights, and concluded it is not, because the processing is limited to what is necessary and you would reasonably expect it. You may object at any time. See section 8.

Where we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

4. SMS consent and mobile data sharing

This section applies to text messages and is required by mobile network operators.

We will not share your opt-in to an SMS campaign with any third party for purposes unrelated to providing you with the services of that campaign. We may share your Personal Data, including your SMS opt-in or consent status, with third parties that help us provide our messaging services, including but not limited to platform providers, phone companies, and any other vendors who assist us in the delivery of text messages.

All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties for promotional or marketing purposes.

4.1 We never sell your mobile number

We do not sell, rent, trade or otherwise transfer mobile telephone numbers or SMS consent data to any third party for marketing or promotional purposes. This applies without exception.

4.2 How you opt in

We send text messages only to people who have actively opted in. Consent is obtained through a checkbox on a form on our website which:

• is unticked when the page loads;
• is not required to submit the form;
• relates exclusively to text messages, and is not combined with consent for anything else; and
• appears immediately beneath the telephone number field, alongside clear disclosure of what you are agreeing to receive.

We do not purchase telephone numbers, obtain consent from third parties, or rely on consent you have given to another business.

4.3 What we record when you opt in

To demonstrate valid consent to network operators, we record the date and time of your consent, the exact wording displayed to you at that moment, the page you were on, and your browser identification.

4.4 How you opt out

Reply STOP to any message. This takes effect immediately and permanently, and you will receive no further messages unless you opt back in by replying START.

You may also opt out by emailing contact@voxhive.uk.

Reply HELP to any message to receive contact information.

4.5 What messages you will receive

Messages relate to your enquiry, arranging or confirming a demonstration, and your account. Message frequency varies. Standard message and data rates may apply.

5. Who we share your data with

We share personal data only where necessary, and only with the categories of recipient below. Section 4 applies regardless of anything in this section: SMS consent data is never shared for marketing purposes.

5.1 Service providers

We use the following categories of provider, each of which processes data on our instructions under a written contract:

A current list of our subprocessors, naming each provider, is maintained in our Data Processing Agreement at voxhive.uk/dpa.

5.2 Professional advisers

We may share data with our accountants, auditors, insurers and legal advisers where necessary and where they are bound by confidentiality.

5.3 Legal and regulatory

We may disclose data where required by law, court order, or a regulator with authority to compel disclosure. Where we are legally permitted to notify you, we will.

5.4 Business transfer

If our business is sold or merged, data may transfer to the acquirer. We will notify you and the acquirer will be bound by terms no less protective than these.

5.5 We do not sell your data

We do not sell personal data. We do not share it with advertising networks or data brokers. We do not permit our AI providers to use it for model training.

6. International transfers

Your data is stored in the United Kingdom.

Some of our service providers operate outside the UK, principally in the United States and the European Union. Where personal data is transferred outside the UK, we rely on one of the following safeguards:

• Adequacy regulations made by the UK government, where the destination country has been assessed as providing adequate protection. This currently covers the European Economic Area.
• The UK International Data Transfer Addendum to the EU Standard Contractual Clauses, or the UK International Data Transfer Agreement, where no adequacy regulation applies.
• The UK Extension to the EU-US Data Privacy Framework, where the recipient is certified under it.

You may request a copy of the relevant safeguard by emailing contact@voxhive.uk.

7. How long we keep your data

We keep personal data only as long as necessary.

Data processed on behalf of our customers is retained in accordance with our Data Processing Agreement and the customer's instructions.

When a retention period ends, data is securely deleted or irreversibly anonymised.

8. Your rights

Under the UK GDPR you have the following rights.

Right of access. You may ask for a copy of the personal data we hold about you, together with information about how we process it.

Right to rectification. You may ask us to correct data that is inaccurate, or complete data that is incomplete.

Right to erasure. You may ask us to delete your data. This right is not absolute. We may need to retain some data to meet legal obligations, such as accounting records.

Right to restriction. You may ask us to limit how we use your data in certain circumstances, for example while we investigate a challenge to its accuracy.

Right to data portability. Where we process data by automated means on the basis of consent or contract, you may ask for it in a structured, commonly used, machine-readable format, or ask us to transmit it to another controller.

Right to object. You may object to processing based on legitimate interests. You may object to direct marketing at any time, and we will stop.

Right to withdraw consent. Where we rely on consent, you may withdraw it at any time.

Rights relating to automated decision-making. We do not make decisions producing legal or similarly significant effects about you by automated means alone.

How to exercise your rights

Email contact@voxhive.uk. We may need to verify your identity before responding.

We will respond within one month. Where a request is complex or you have made several, we may extend by a further two months and will tell you if so.

There is no charge, unless a request is manifestly unfounded or excessive, in which case we may charge a reasonable fee or refuse.

Complaints

If you are unhappy with how we handle your data, please tell us first so we can put it right.

You also have the right to complain to the Information Commissioner's Office:

Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Telephone: 0303 123 1113
Website: ico.org.uk

9. Cookies

Our website uses only cookies that are strictly necessary for it to function. These:

• keep you signed in to your account;
• maintain your session as you move between pages; and
• protect against cross-site request forgery.

Strictly necessary cookies do not require consent under the Privacy and Electronic Communications Regulations 2003, which is why we do not show a cookie banner.

We do not use advertising cookies, tracking pixels, or third party analytics that profile you across websites.

If we introduce non-essential cookies in future, we will ask for your consent first.

10. Call recording and monitoring

Where our customers use VoxHive to handle their calls, those calls may be recorded and transcribed.

We are the processor for those recordings, not the controller. The business whose number you called determines whether recording occurs and what happens to the recording. They are responsible for telling you that the call may be recorded and for any consent required.

If you have spoken to an AI agent and wish to exercise rights over that recording, please contact the business you called. If you are unable to identify them, contact us and we will assist in directing your request.

11. Security

We take appropriate technical and organisational measures to protect personal data, including:

• encryption in transit using TLS, and encryption at rest;
• database-level access controls that isolate each customer's data, enforced by the database rather than by application code;
• role-based access within customer accounts;
• passwords stored only as cryptographic hashes;
• restricted internal access on a need-to-know basis;
• logging of access and administrative actions; and
• regular review of our providers' security practices.

No system is completely secure. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will notify the ICO within 72 hours where required, and will notify you without undue delay where the risk is high.

12. Children

The Service is intended for businesses and is not directed at children. We do not knowingly collect personal data from anyone under 18. If you believe we have, contact us and we will delete it.

13. Changes to this policy

We may update this policy. The date at the top shows when it was last changed.

Where a change materially affects how we use your data, we will notify customers by email at least 30 days before it takes effect.

We recommend reviewing this page periodically.

14. Contact us

For any question about this policy or about how we handle your data:

Veto Swarm Intelligence Ltd, trading as VoxHive
Apartment 18 Amber Court
Birmingham
B15 2NY
United Kingdom

Company number: 17002319
ICO registration number: ZC189766
Email: contact@voxhive.uk

We have not appointed a Data Protection Officer, as we are not required to under Article 37 of the UK GDPR. Data protection enquiries are handled by the director at the address above.