Switchie — Privacy Policy

This policy explains how Nikita Blud PR Novi Sad, sole trader (preduzetnik), Republic of Serbia, of Gajeva 3A, Novi Sad, Serbia ("Switchie", "we") handles personal information in connection with the switchieai.com website and the Switchie call-answering service. We comply with the Serbian Law on Personal Data Protection, and we work to meet the expectations of the Australian Privacy Act 1988 (including the Australian Privacy Principles) and the New Zealand Privacy Act 2020 for users in those countries.

1. Two roles we play

For customer businesses (account data): when a trade business signs up, we decide how account data is used — we act as the data controller for it.

For callers (call data): when the Service answers a call to a customer's business, we process the caller's information on that business's behalf and instructions — the customer business is responsible for the caller relationship, and we act as its processor/service provider. Callers with questions about how a specific business uses their information should contact that business; we will assist the business in responding.

For the demo line and website demo: we are the controller. Demo calls exist to demonstrate the Service. Demo recordings and transcripts are kept for up to 7 days for quality and abuse prevention, then deleted. If you ask us to text you the demo job card, we keep the phone number you submit and the job-card details for follow-up, as described below.

2. What we collect

• Account data: business name, contact name, email, phone numbers, business profile (services, prices, service area, trading hours, emergency rules), and settings.
• Integration data: authorisation tokens for systems you connect (e.g. ServiceM8, Google Calendar) and the job/booking records the Service reads or creates there. Tokens are stored encrypted.
• Call data (on behalf of customers): caller phone number, call recordings, transcripts, and details callers provide (name, address, description of the job, callback preferences).
• Demo and lead data: phone numbers submitted through "text me this job card", demo job-card contents, and demo call recordings and transcripts kept for up to 7 days for quality and abuse prevention.
• Billing data: subscription and invoice records. Card details are collected and processed by our payment provider, Lemon Squeezy (merchant of record); we never see full card numbers.
• Website data: device and usage information, and advertising events (page views, demo started/completed, lead submitted, checkout) shared with Meta in hashed form for ad measurement and audiences. See Cookies below.
• Support and correspondence.

We do not knowingly collect information from children; the Service is for businesses.

3. Why we use it (purposes)

To provide and operate the Service (answering calls, booking jobs, sending SMS confirmations and summaries); to build and tune each customer's agent; to provide support; to bill; to send service messages and, with consent or as permitted, marketing we make easy to opt out of; to measure and improve the Service, including reviewing recordings and transcripts for quality assurance and error correction; to run and measure advertising for our own service; to prevent fraud and abuse (including demo-line rate limiting and blocklists); and to comply with legal obligations.

We do not sell personal information. We do not use your callers' data to advertise to them. Call content is not used to train third-party foundation models where our providers offer controls to prevent it; we configure those controls.

4. Who we share it with (subprocessors)

We use a small set of service providers to run Switchie: cloud hosting and databases; telephony and SMS carriage (e.g. Twilio); conversational AI infrastructure — speech recognition, language models, and voice synthesis (e.g. Retell and its underlying model providers); payment processing and tax (Lemon Squeezy, as merchant of record); email delivery; error monitoring and analytics; and advertising measurement (Meta, receiving hashed identifiers and event data). We share only what each provider needs to perform its function, under agreements that restrict their use of the data. A current subprocessor list is available on request at legal@switchieai.com.

We may also disclose information where required by law, to enforce our terms, or in connection with a business transfer, in which case this policy continues to apply.

5. International transfers

We operate from Serbia and use infrastructure located in the United States, the European Union, and Australia. Where personal information is transferred across borders, we rely on the safeguards available under applicable law (including contractual protections with providers). By using the Service you acknowledge that call data will be processed outside your country.

6. Retention

• Call recordings and transcripts: retained for 12 months by default, or a shorter/longer period agreed with the customer business, then deleted. Customers may request earlier deletion of specific calls.
• Account and billing records: for the life of the account and thereafter as required for tax and legal purposes.
• Demo call recordings and transcripts: up to 7 days. Demo lead details (submitted phone numbers, job cards): up to 90 days unless you become a customer or ask us to delete them sooner.
• Backups purge on a rolling schedule of up to 35 days after deletion.

7. Security

We use encryption in transit, encryption of stored credentials and tokens, access controls limited to the operator, logging, and vetted infrastructure providers. No system is perfectly secure; we will notify affected customers and, where required, regulators without undue delay if a data breach creates a risk of serious harm.

8. Your rights

Depending on your location, you may have rights to access, correct, delete, or receive a copy of your personal information, to object to or restrict certain processing, and to withdraw consent. Contact legal@switchieai.com and we will respond within a reasonable period (and within any timeframe required by law). Callers may contact us, and we will refer the request to the relevant business and assist it in responding.

If you are unsatisfied with our response you may complain to your local regulator: in Australia, the Office of the Australian Information Commissioner (oaic.gov.au); in New Zealand, the Office of the Privacy Commissioner (privacy.org.nz); in Serbia, the Commissioner for Information of Public Importance and Personal Data Protection.

9. Cookies and advertising

The website uses strictly necessary cookies, and analytics/advertising technologies including the Meta pixel with server-side events. These help us measure the site and reach relevant audiences with our own ads. You can control cookies in your browser; ad-event sharing uses hashed identifiers. The customer portal uses only cookies necessary for sign-in and security.

10. Recording disclosure

Calls answered by the Service begin with a short recorded-call disclosure. Customer businesses must not disable it and are responsible for their own compliance with recording and privacy laws where they operate (see Terms of Service, section 2.3).

11. Changes and contact

We may update this policy and will post the new version here with its date; material changes will be notified to customers by email or in the portal.

Contact: Nikita Blud PR Novi Sad · Gajeva 3A, Novi Sad, Serbia · legal@switchieai.com