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Legal Compliance

Privacy Policy

At Grupo Netvoice Ltda. we take the security and confidentiality of your data very seriously. Learn how we manage and protect your information under the highest international standards.

Last updated: May 19, 2026

This document establishes the Privacy Policy of Grupo Netvoice Ltda. (hereinafter, "NetVoice"), a company legally incorporated in Bogotá, Colombia. This policy regulates the processing of personal data collected through our website, SaaS platforms, voice agent APIs with Artificial Intelligence, and other institutional channels.

By using our services, registering on our platform or interacting with our AI voice agents, you accept the terms of this Privacy Policy expressly and unequivocally.

1. Responsible for Data Processing

The person responsible for the processing of your personal data is:

2. Information We Collect

We collect information from users in different scenarios during the provision of the service:

A. Information you provide us directly:

  • Registration data: Name, email address, company name, position, phone number and password when creating an account on our platform.
  • Billing data: Physical address, NIT/RUT, payment method details (processed in an encrypted and independent manner by PCI-DSS certified payment gateway platforms).
  • Knowledge base documents: PDF, Word files, databases or texts that you voluntarily upload to train the brains of your AI voice agents.

B. Information collected automatically by the platform:

  • Call logs: Voice recordings of phone calls processed by our AI agents, audio-to-text transcriptions, duration, origin/destination phone numbers and network metadata.
  • Technical and usage data: IP address, browser type, operating system, NetVoice pages visited, access times and clicks made.

3. Purpose of Data Processing

NetVoice will process your personal data for the following legitimate commercial, operational and legal purposes:

  1. Provide, operate, maintain and optimize our telephony and conversational artificial intelligence platform.
  2. Process and analyze call recordings and transcripts to train and improve the natural language understanding (NLU) of the AI agent assigned to your account.
  3. Manage billing for contracted services, validate transactions and prevent fraud.
  4. Send relevant operational notifications (balance alerts, platform updates, service outages, etc.).
  5. Comply with legal mandates or requirements of competent judicial or regulatory authorities in Colombia.

4. Security and Data Retention

We implement strict technical, physical and administrative security measures to protect your personal data:

  • Data encryption: Data encryption in transit via TLS 1.3 and encryption at rest using advanced AES-256 algorithms.
  • Database isolation: The data and knowledge vectors of each client are completely isolated namespaces and infrastructures to avoid leaks or cross-contamination.
  • Call retention policies: By default, NetVoice stores call recordings and transcripts for a maximum period of 90 days, unless the customer configures a custom retention period in their administration panel or requests immediate deletion.

5. Data Transfer and Disclosure

NetVoice does not sell, rent or trade your personal data or information in its customers' knowledge bases to third parties. Your data will only be shared in the following specific situations:

  • Infrastructure providers: Trusted subprocessors strictly necessary to provide the service (cloud hosting providers, NLU advanced language model APIs, SIP trunking and telecommunications providers).
  • Legal requirement: When we are legally obliged to disclose information to comply with applicable legislation in Colombia, court orders or requirements of regulatory entities (Superintendence of Industry and Commerce - SIC).

6. Rights of the Holders (ARCO Rights)

As the owner of personal data in the territory of Colombia, you have the right to exercise your rights of access, rectification, cancellation and opposition in accordance with Law 1581 of 2012. Consult more information about these procedures in our Handling of Personal Data (Habeas Data) Policy.

7. Changes to the Privacy Policy

NetVoice reserves the right to modify or update this Privacy Policy at any time. We will notify you of any material changes by posting a conspicuous notice on our website or by sending direct notification to your account's registered email address at least 15 calendar days before they become effective.