Privacy Policy

This Privacy Policy explains how Instant Voice Agent (“Instant Voice Agent,” “we,” “us,” or “our”) collects, uses, shares, and protects information when our customers use the Instant Voice Agent service (the “Service”) and when third parties place calls or send messages to phone numbers served by the Service. By using the Service, you agree to the practices described here.

1. Who we are

Instant Voice Agent provides an AI voice agent that answers, qualifies, and follows up on phone calls for its customers, together with related SMS and email messages (such as call summaries and appointment confirmations). Instant Voice Agent is based in British Columbia, Canada, and serves customers in the United States and Canada. You can reach us at hello@instantvoiceagent.com.

2. The two groups of people this policy covers

This policy addresses two distinct groups:

• Customers. Businesses and individuals who sign up for the Service and configure an Instant Voice Agent on their phone number.
• Callers. Third parties who call, text, or are contacted by a phone number served by the Service.

Different sections below apply to each group. Customers are our direct contractual relationship. Callers interact with us because a Customer has configured the Service on a phone line.

3. Information we collect

3.1 From Customers

• Account information such as name, business name, email address, phone numbers, and billing information.
• Configuration data such as the script customizations, calendar credentials, CRM credentials, and routing preferences you provide during setup.
• Service usage data, including call volumes, minutes used, integration activity, and dashboard events.

3.2 From Callers

• The caller’s phone number (caller ID) and, where available, network-supplied caller name.
• Audio recordings of calls handled by the Service, where recording is lawful and disclosed.
• Transcripts generated from those recordings and structured information extracted from the conversation (for example, name, email address, property interest, timeline, and any other details the caller provides during the call).
• SMS content exchanged with the caller for the purpose of confirmations and follow-ups, where the caller has agreed to receive messages.

3.3 Automatic data

When you visit our website we collect limited technical data such as IP address, browser type, pages visited, and referring URLs. We do not use advertising cookies.

4. How we use information

• To provide the Service.Answering calls, qualifying leads, generating summaries, scheduling appointments, syncing to the Customer’s CRM, and sending SMS and email notifications the Customer has configured.
• To operate our business. Billing, account administration, customer support, fraud prevention, and service analytics.
• To improve the Service. We may use aggregated and de-identified call data to improve our models, prompts, and integrations. We do not use Customer or Caller data to train general-purpose third-party models.
• To comply with law. Responding to lawful requests, enforcing our terms, and protecting our rights and the rights of our Customers.

5. Call recording

Some calls handled by the Service are recorded and transcribed so the agent can produce accurate summaries, so the Customer can review what was said, and so we can operate and improve the Service. Where required by law (including California’s two-party consent rule), the Service discloses to the caller at the start of the call that the call may be recorded. Recordings are stored on our behalf by our infrastructure providers and are retained per Section 9.

6. SMS and messaging

Instant Voice Agent sends SMS messages as part of the Service, including appointment confirmations, call summaries, and follow-up messages a Customer has configured.

• Opt-in. Callers consent to receive SMS from the Service by providing their phone number during a call and agreeing to receive a confirmation or follow-up, or by otherwise communicating with a phone number configured for use with the Service.
• Opt-out. You can opt out of non-transactional SMS at any time by replying STOP to any message. Replying HELP returns contact information. Message and data rates may apply. Message frequency varies based on your interaction with the Service.
• No sale or sharing for marketing. Instant Voice Agent does not share, sell, lease, or trade your mobile phone number, SMS opt-in data, or SMS consent to any third party or affiliate for their marketing or promotional purposes. We only share phone numbers and messaging data with the subprocessors described in Section 7, solely to deliver the Service.

7. Who we share information with

We share information only with the following categories of recipients, and only to the extent necessary:

• Subprocessors. We use third-party service providers to operate the Service. These include Twilio (telephony and messaging), Retell AI (voice agent platform), OpenAI and ElevenLabs (language and voice models), Render (hosting), and similar providers. Each handles data only on our documented instructions and under contractual confidentiality and security obligations.
• Our Customers.Information captured by the Service on a Customer’s phone line (such as caller details, transcripts, and summaries) is made available to that Customer. The Customer is the controller of that information with respect to its own use of it.
• Compliance and protection. When we believe in good faith it is necessary to comply with law, respond to valid legal process, protect the rights, safety, or property of Instant Voice Agent, our Customers, or others, or investigate fraud or abuse.
• Business transfers. If Instant Voice Agent is involved in a merger, acquisition, or asset sale, information may be transferred as part of that transaction, subject to this policy.

We do not sell personal information, and we do not share it with third parties for their own marketing or promotional purposes.

8. International processing

Instant Voice Agent operates from Canada. Our subprocessors (described in Section 7) operate primarily in the United States and Canada, and some may operate elsewhere. By using the Service, you consent to the cross-border transfer and processing of your information in Canada, the United States, and any other countries where our subprocessors may operate. We take reasonable steps to ensure that our subprocessors handle your information with protections consistent with this Policy and applicable law.

9. How long we keep information

• Call recordings and transcripts are retained for as long as a Customer’s account is active, and for a reasonable period after termination for backup, legal, and dispute-resolution purposes. Customers can request earlier deletion of specific recordings.
• Account and billing information is retained while the account is active and for the period required by law and our legitimate business needs.
• SMS logs are retained to provide proof of consent, opt-out requests, and deliverability, per messaging-carrier requirements.

10. Security

We use industry-standard technical and organizational safeguards to protect information, including encryption in transit, access controls, and subprocessor vetting. No method of transmission or storage is perfectly secure; we cannot guarantee absolute security.

11. Your choices and rights

Depending on where you live, you may have rights to access, correct, delete, or port personal information we hold about you, and to withdraw consent where consent is the basis for processing.

• Canada. Residents of Canada have rights under the Personal Information Protection and Electronic Documents Act (PIPEDA) and, for British Columbia residents, the BC Personal Information Protection Act (BC PIPA), including the right to access and correct personal information we hold about them.
• California. California residents have rights under the California Consumer Privacy Act (CCPA/CPRA), including rights to know, delete, correct, and limit certain processing of their personal information, and the right not to be discriminated against for exercising those rights.
• Other jurisdictions. Residents of other jurisdictions may have similar rights under their applicable laws.

To exercise any of these rights, contact us at hello@instantvoiceagent.com. We will respond within the timeframes required by applicable law.

If you are a Caller and your information was captured because you contacted one of our Customers, the Customer is the primary party responsible for responding to requests about that data. We will cooperate with the Customer to honor your request.

12. Children

The Service is not directed to children under 13, and we do not knowingly collect personal information from children under 13. If you believe a child has provided us with personal information, contact us and we will delete it.

13. Changes to this policy

We may update this policy from time to time. When we do, we will revise the “Last updated” date at the top of the page. If the changes are material, we will provide additional notice (such as by email to Customers).

14. Contact

Questions, requests, or concerns about this policy or our practices can be sent to hello@instantvoiceagent.com.