Privacy Policy

1. About this Policy

This Privacy Policy explains how Avermind collects, uses, stores, and discloses your personal information when you use our website, dashboard, APIs, and AI voice assistant services (collectively, the "Service").

Avermind is operated by Mattijs Spierings, trading as Avermind (ABN: 63 990 397 854) ("we", "us", "our").

We are committed to protecting your privacy in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Information We Collect

We collect the following types of personal information:

2.1 Information you provide

• Account information: Your name, email address, phone number, and company name when you register for an account.
• Payment information: When you upgrade to a paid plan, payment details are collected and processed by our payment provider, Square. We do not store, process, or have access to your full card details at any time.
• Knowledge base content: Information you provide to configure how the AI assistant responds to callers on your behalf.

2.2 Information collected through the Service

• Call data: Phone calls handled by the Service may be recorded and transcribed. This includes caller details (name, phone number, email) and issue details provided during the call.
• Support tickets: Information derived from calls, including caller contact details and issue summaries, is stored to facilitate your customer support operations.

2.3 Information collected automatically

• Usage data: We use Google Analytics to collect information about how you interact with our website, including pages visited, time spent on pages, and referring URLs.
• Device information: Browser type, operating system, screen resolution, and IP address.
• Cookies: See Section 7 (Cookies) for details.

3. How We Use Your Information

We use your personal information for the following purposes:

• To provide, operate, and maintain the Service.
• To create and manage your account.
• To process payments and send billing-related communications.
• To handle phone calls and create support tickets on your behalf.
• To communicate with you about your account, including service notifications and important updates.
• To analyse usage patterns and improve the Service.
• To comply with legal obligations.

We will not use your personal information for direct marketing without your explicit consent.

4. Your Callers' Information

When the Service handles calls on your behalf, personal information provided by your callers (such as name, email, phone number, and issue details) is collected and stored to facilitate your customer support operations.

In this context, you are the data controller and Avermind acts as a data processor. We handle your callers' information on your behalf and according to your instructions. You are responsible for:

• Informing your callers about any recording or AI interaction where required by law.
• Ensuring your use of caller data complies with your own privacy obligations.
• Responding to any access, correction, or deletion requests from your callers regarding their personal information.

We will not use your callers' information for any purpose other than providing the Service to you.

5. Disclosure of Information

We do not sell your personal information or your callers' personal information to third parties.

We may share your information with the following categories of third parties, solely to operate the Service:

• Payment provider: Square, for processing payments securely.
• AI processing providers: To power the AI voice assistant functionality.
• Telephony providers: To facilitate phone call handling.
• Cloud infrastructure providers: For secure data storage and hosting.
• Analytics provider: Google Analytics, for website usage analysis.

We may also disclose your information if required by law, regulation, legal process, or government request.

6. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, and disclosure. These measures include:

• Encryption in transit (TLS) and at rest for all personal data.
• Access restricted to authorised personnel and systems required to operate the Service.
• Secure cloud infrastructure for data storage.

While we take reasonable precautions, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security of your information.

7. Cookies

Our website uses cookies and similar technologies to improve your experience and analyse usage. These include:

• Essential cookies: Required for the website and dashboard to function correctly (e.g., session management, authentication).
• Analytics cookies: Used by Google Analytics to collect anonymous usage data. These help us understand how visitors interact with our website so we can improve it.

You can control cookies through your browser settings. Disabling essential cookies may affect the functionality of the Service. For more information about how Google Analytics uses your data, visit Google's Privacy Policy.

You can opt out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on.

8. Data Retention

We retain your personal information for as long as your account is active and for a reasonable period after cancellation to:

• Comply with legal and regulatory obligations.
• Resolve disputes and enforce our agreements.
• Maintain business records as required by law.

You may request deletion of your data at any time by contacting us at support@avermind.ai.

9. Overseas Disclosure

Some of our third-party service providers may store or process data outside of Australia (for example, cloud infrastructure and AI processing services hosted in the United States). Where this occurs, we take reasonable steps to ensure that overseas recipients handle your information in accordance with the Australian Privacy Principles.

10. Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you.
• Correct any personal information that is inaccurate, out of date, incomplete, or misleading.
• Request deletion of your personal information, subject to any legal obligations we may have to retain it.
• Complain if you believe we have breached the Australian Privacy Principles.

To exercise any of these rights, contact us at support@avermind.ai. We will respond to your request within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

11. Changes to this Policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify you via email or through the Service. The "Last updated" date at the top of this page indicates when the policy was last revised.

Your continued use of the Service after changes take effect constitutes acceptance of the updated Privacy Policy.

12. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

Email: support@avermind.ai