Privacy policy

1. Who we are and what this covers

Lipivo ("Lipivo", "we", "us") runs the Lipivo website, dashboard, voice agents and voice API. This policy explains what personal data we handle, why, and the choices you have.

It covers two kinds of people: our customers and their teams, who sign up and use Lipivo; and the people our customers' agents talk to on phone calls, WhatsApp and web chat (callers).

We follow India's Digital Personal Data Protection Act, 2023 (DPDP Act) and the Information Technology Act, 2000 and its rules.

2. Our role: fiduciary and processor

For your Lipivo account (your name, email, phone, team and billing details) we decide how the data is used, so we are the Data Fiduciary.

For the conversations your agents have with callers, you decide why and how they are used, so you are the Data Fiduciary and we are your Data Processor. We handle that data only to run your agents and as you instruct. You are responsible for having a lawful basis to call, message and record the people your agents talk to, and for any notice and consent they need.

3. What we collect

From customers and their teams:

• Account details: name, email address, phone number, company, and your sign-in details (any password is stored only as a hash).
• Workspace content: agents, prompts, procedures, knowledge documents, contact lists, do-not-call lists and settings you create.
• Keys you add: phone provider, WhatsApp and AI model keys, stored encrypted and never shown again.
• Billing and usage: plan, credit balance, requests made, characters and seconds of audio processed, and invoices.
• Messages you send us, such as a contact-sales form or a support request.
• Technical data: IP address, browser type and request logs, used for security and to fix problems. We keep the IP address an account was created from, and the country it is in, to spot fake sign-ups.

From callers, on behalf of our customers:

• Phone number or WhatsApp number, and the time and length of the conversation.
• What was said, as text (transcripts), and any details the agent records during the call, such as a booking or an answer to a survey question.
• Audio is turned into text while the call is happening. We do not store call recordings or generated audio; audio played on a call is held in memory for a few minutes only.

For voice cloning: the consent recording the speaker reads aloud, its transcript, and the voice made from it.

4. How we use it

• To provide Lipivo: run your agents, place and answer calls, convert speech and text, and show you conversations and usage.
• To bill you for the credits you use and keep financial records the law requires.
• To keep the platform safe: detect scam scripts, check voice-cloning consent, investigate misuse reports, and suspend accounts that break our Acceptable use policy.
• To support you and tell you about changes to the service, your account or these policies.
• To improve reliability and fix errors, using logs and aggregate statistics.

We do not sell personal data, we do not use it for advertising, and we do not use your workspace content or callers' conversations to train AI models.

5. Who we share it with

We share personal data only with service providers that help us run Lipivo, under contracts that limit their use of it to that purpose:

• Cloud hosting: Amazon Web Services, in the Mumbai (ap-south-1) region.
• Speech and language models: providers that turn speech into text and text into speech, and, when an agent uses one of our built-in AI models, the model's provider (such as OpenAI, Anthropic or Google). If you add your own AI key, your agent's conversations go to that provider under your own agreement with them.
• Phone and messaging: the phone provider you connect (such as Twilio, Exotel or Vobiz) and WhatsApp, through your own accounts.
• Email and SMS delivery, for sign-in codes and account messages.
• Cloudflare Turnstile, which checks that a person, not a bot, is signing up: it sees your IP address and browser details while you fill in the sign-up form.
• Integrations you connect: the APIs, webhooks and tools your agents call receive the data you configure them to send.

We may disclose data where the law requires it, such as a valid order from a court or government authority, or to protect people from fraud or harm. If Lipivo is merged or sold, the data passes to the new owner under this policy.

6. Where data is stored

Lipivo is hosted in India. Some AI model and speech providers process requests outside India; where they do, the transfer is limited to what the request needs and is made only to countries the Government of India has not restricted under the DPDP Act. Enterprise customers can ask for India-only processing.

7. How long we keep it

• Conversations (transcripts and recorded details) are deleted automatically 90 days after their last message. Account owners can set a shorter period, and can delete any conversation earlier.
• Account details are kept while your account is open, and deleted or anonymised within 90 days after you close it, except what we must keep by law.
• Invoices and payment records are kept for eight years, as Indian tax law requires.
• Security and activity logs are kept for a limited period and then deleted.
• Daily database backups are overwritten on a rolling basis.

8. How we protect it

Data is encrypted in transit (HTTPS/TLS). Keys and secrets are encrypted at rest, API keys are stored only as a hash, and webhooks we send are signed. Access inside a workspace is controlled by owners and admins, and an activity log records who changed what.

No system is perfectly secure. If we learn of a personal data breach that affects you, we will tell you and the Data Protection Board of India as the law requires. To report a security problem, write to contact@lipivo.com. More on the Trust & safety page.

9. Your rights

Under the DPDP Act you can:

• Ask what personal data we hold about you and how it is used.
• Ask us to correct, complete or update it.
• Ask us to delete it, and withdraw consent you have given.
• Nominate someone to exercise these rights if you die or cannot act.
• Complain to us, and then to the Data Protection Board of India.

Customers can change most details and delete conversations from the dashboard. For anything else, write to contact@lipivo.com. We reply within 30 days.

If you spoke to an agent run by one of our customers, that business is responsible for your data: please contact them first. You can also write to us with your phone number, and we will find every account holding conversations with you and export or delete them, or pass your request to the business.

10. Cookies, browser storage and visit counts

The website does not use cookies, advertising or third-party trackers. The dashboard stores a sign-in token and a few preferences in your browser so you stay signed in. The web chat widget on our customers' sites does not use cookies.

To know how many people visit the website, we count page views ourselves: the page, the site that linked to it, a campaign tag if the link had one, and the kind of device. To count each visitor once a day and once a month, we combine the IP address and browser with random values, one that changes daily and one that changes every calendar month, and keep only the scrambled results, never the address itself. Each random value is deleted once its day or month is over, so a visitor cannot be recognised from one month to the next. Counts are kept for 400 days.

11. Children

Lipivo is a service for businesses and is not meant for anyone under 18. We do not knowingly collect children's data for our own purposes. Customers must not use agents to process children's data without verifiable consent from a parent or guardian, as the DPDP Act requires.

12. Changes to this policy

We will update this page when our practices change and change the date at the top. If a change is significant, we will tell account owners by email or in the dashboard before it takes effect.

13. Grievance Officer and contact

Questions or complaints about privacy: contact@lipivo.com.

Grievance Officer: Grievance Officer, Lipivo, Bengaluru, India. contact@lipivo.com. We acknowledge complaints within 24 hours and resolve them within 15 days.