Last Updated: December 2024 | Version 1.0
AIVA PTY LTD (ABN 85 693 383 292) ("AIVA", "we", "us", or "our") is committed to protecting the privacy of your personal information. This Privacy Policy explains how we collect, use, disclose, and protect personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy applies to visitors to our website (aiva.help), customers who use our services, end users who interact with our AI assistants, and business contacts and partners.
Account Information:
Service Configuration:
Conversation Data:
Usage Data:
We may receive information from CRM systems you connect (GoHighLevel, HubSpot, etc.), payment processors (Stripe), telecommunications providers (Twilio), and publicly available sources.
We use aggregated and anonymized data to improve AI response accuracy, develop new features, optimize platform performance, and train and enhance our AI models.
We use your contact information to send service notifications and updates, respond to support requests, provide billing and account information, and send marketing communications (with consent).
We share information with third-party service providers who assist us in operating the platform:
| Provider | Purpose | Location |
|---|---|---|
| Google Cloud / Firebase | Cloud hosting, database | United States |
| Twilio | Voice calls, SMS | United States |
| VAPI | Voice AI processing | United States |
| Anthropic | AI language processing | United States |
| Stripe | Payment processing | United States |
| GoHighLevel | CRM integration | United States |
These providers are contractually obligated to protect your information and use it only for providing services to us.
We may disclose information when required by law, regulation, or legal process, government or regulatory authorities, law enforcement requests, or to protect our legal rights.
We may share information with third parties when you have given us consent to do so.
Your information may be transferred to and processed in countries outside Australia, including the United States, where our service providers are located.
When we transfer data overseas, we take reasonable steps to ensure that the recipient handles your information in accordance with the APPs, including through contractual agreements, certification under recognized privacy frameworks, and technical and organizational security measures.
By using our Service, you consent to the transfer of your information to these countries.
Technical Measures:
Organizational Measures:
If we become aware of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.
We retain your information for as long as necessary to provide services to you, comply with legal obligations, resolve disputes, and support legitimate business purposes.
| Data Type | Retention Period |
|---|---|
| Account information | Duration of account + 7 years |
| Call recordings | 90 days (or as configured) |
| Conversation transcripts | 12 months |
| Usage logs | 24 months |
| Billing records | 7 years (legal requirement) |
| Marketing preferences | Until withdrawal of consent |
Under the Privacy Act 1988, you have rights regarding your personal information:
Access: You can request access to the personal information we hold about you.
Correction: If your information is inaccurate, incomplete, or out of date, you can request correction.
Complaints: If you believe we have breached your privacy, you can lodge a complaint with us. We will respond within 30 days.
Opt-Out: You can opt out of marketing communications at any time.
Deletion: You can request deletion of your personal information, subject to legal requirements.
To exercise these rights, contact us at privacy@aiva.help.
Our website uses:
You can control cookies through your browser settings. Disabling cookies may affect website functionality.
Our Service is not directed to children under 18. We do not knowingly collect personal information from children. If we learn we have collected information from a child, we will delete it promptly.
AIVA uses artificial intelligence to handle voice calls and respond to inquiries, qualify leads and schedule appointments, generate responses based on your business configuration, and analyze conversations for insights.
While our AI operates autonomously, you can review AI interactions through your dashboard, configure AI behavior and responses, escalate calls to human operators, and disable AI features if preferred.
We may use anonymized, aggregated conversation data to improve our AI models. Individual conversations are not used for training without your consent.
We may update this Privacy Policy from time to time. We will post the updated policy on our website, update the "Last Updated" date, and notify you of material changes via email or through the Service. Your continued use of the Service after changes constitutes acceptance.
For privacy-related inquiries or to exercise your rights, contact us:
AIVA PTY LTD
Privacy Officer
Email: privacy@aiva.help
Website: https://aiva.help
ABN: 85 693 383 292
Office of the Australian Information Commissioner (OAIC)
For complaints that cannot be resolved with us:
Website: www.oaic.gov.au
Phone: 1300 363 992