Privacy Policy

1. Who this covers

Venilia is a business-to-business service: our direct client is the business that uses our website chat or phone-answering service. This policy also covers visitors who interact with a chat widget and callers who speak with an automated assistant. The client business uses the resulting leads and appointments in its own operations and may have its own privacy notice.

2. What we collect

• From visitors, via the chat widget: whatever they type in conversation, which typically includes their name, phone number and/or email, and a description of what they need, collected only when a visitor voluntarily provides it in order to book an appointment or request a callback.
• From phone callers: the incoming caller number when available, the name and callback number provided or confirmed during the call, the service address, job description, urgency, and requested appointment details. Audio and conversation text are processed during the call so the assistant can understand and respond. Written summaries, call identifiers, duration, and booking outcomes are used for follow-up, usage billing, and resolving service failures. When someone calls our own sales line and tries the demo, we also note what they tell us about their own business (its name, trade and city), the language they spoke, how the call ended, and a one-sentence written note of what they wanted, for our follow-up. Where appointment texts are switched on for a line: whether the caller agreed to texts during the call, the number texted, the texts scheduled or sent, and any reply (for example STOP).
• From business owners who ask for a free trial on our website: the free-trial form asks for your name, business name and trade, city and service area, mobile number, email, your website if you have one, what you would like to try, how your business works (hours, what should happen after hours, the services you offer and don't, your callers' languages, your current business number with its carrier and line type, your website platform and the calendar you use), the time of your setup call or the best time to call, and your agreement that we may call and email you about the trial. If you ask for a quote instead, we ask for your name, business name, mobile number and email and keep your answers to its questions. We use these only to contact you about the trial and set it up: they go to our own lead sheet (Google Sheets), to our inbox as an email, and to a private notification for our team. Sending the form does not start a trial or sign you up for anything, and we do not add you to a mailing list. To have it deleted, email hello@venilia.ai.
• From clients: business name, industry, contact details, and billing information (processed directly by Stripe; we do not store full card numbers ourselves).
• From visitors to venilia.ai, via analytics: aggregate page-view counts, referring site, approximate country, device type, and two anonymous counts of actions on the page (opening the chat window and tapping one of our phone numbers), collected by Plausible Analytics. This is cookieless and aggregate: no cookies are set, no cross-site identifier is created, and nothing collected identifies an individual visitor. The page address is sent with its query string removed, so anything carried in a link's parameters — including the business name in a personalised demo link — never leaves your browser. Analytics runs only on our own public pages, not on any client's website and not on the chat widget.
• From visitors to our Home and Phone pages, via the Meta Pixel: that a page was viewed and that the call button was tapped, together with what Meta's code collects on its own, such as your browser, IP address and a Meta cookie (_fbp). We have turned off Meta's automatic collection of buttons, forms and page details, so nothing you type into a form is sent to Meta. The pixel is not on the demo page, on any client's website, or in the chat widget. Meta handles this data under its own privacy policy, and you can control the ads Meta shows you in your Facebook or Instagram ad preferences.
• From visitors to our Home and Phone pages, via the Google Ads tag: whether you arrived from one of our Google ads and whether you tapped one of our phone numbers, together with what Google's code collects on its own, such as your browser, IP address and Google advertising cookies. We use it only to count which of our Google ads lead to calls. It is not on the demo page, on any client's website, or in the chat widget. Google handles this data under its own privacy policy, and you can control the ads Google shows you in your Google ad settings.
• From visitors who arrive through one of our own links: when you open a link we shared, such as one our team texted you after a call, one in our emails or on our social profiles, or a short address we said on a call, we remember which of our links it was: the link's name and the page it leads to, and nothing else. We keep this for 30 days in a first-party cookie on our own site (agk_src), so we can see which of our links lead to a chat or a booked call, and we count visits per link per day. The cookie and the counts contain no personal information: not your name, number, email, IP address or anything you type. If you then leave your details in our chat, the request we save notes which of our links you came from. This is not used on any client's website.
• When you create an account: your email and a password (we keep only a scrambled form of the password, never the password itself). If you set up phone answering or website chat, we then ask your business name, trade, city and business hours, your name and your mobile number, and how you want us to notify you; you can change all of these on your Account screen. If you tick the box that lets us call or text you, we keep that choice with its exact wording, the date and the internet address it came from; you can change it on your Account screen at any time.
• Sign-in notices: when your account is signed in to from a new phone or computer, we email you the kind of device (for example, Safari on iPhone) and the time. Your Account screen shows your recent sign-ins.
• A device cookie, agk_device: when you open our sign-up, we set a random, signed identifier in a first-party cookie (also kept in your browser's local storage) for up to 400 days. We use it only so that the free Lister listings go to one account per device. It is not used for advertising or shared with anyone. Clearing your browser's cookies and site data removes it.

3. How we use it

• To power the chatbot conversation (sent to Anthropic's Claude API to generate responses).
• To conduct automated phone conversations through Vapi and the configured telephony, speech, and AI providers.
• To check appointment availability and create bookings (Google Calendar).
• To save leads and written call summaries for the client business to follow up with (Google Sheets).
• To complete or reconcile interrupted bookings and lead delivery, prevent duplicate work, and investigate service failures.
• To send appointment texts (one confirmation and one reminder per booking) through Twilio, only to callers who agreed to them during the call, and only where texting is switched on for that line.
• To call or email a business owner who asked for a free trial on our website, about that trial only, and to set it up if they want it (the free-trial form).
• To process subscription billing (Stripe).
• To measure our own Facebook and Instagram ads, and to show our ads to people who have visited our site (Meta Pixel).
• To measure which of our Google search ads lead to calls (Google Ads tag).
• We do not sell visitor, caller, or client data to third parties.
• No mobile information is shared with third parties or affiliates for marketing or promotional purposes. A caller's agreement to receive texts, and the number it applies to, are not shared with any third party except the providers that deliver the texts.

4. Processing and storage

Lead and booking data is stored in the client business's own Google Calendar and Google Sheet (owned and controlled by that business, shared with our service account to enable the integration). Chat messages are processed by Anthropic's API to generate responses; see Anthropic's Privacy Policy for how they handle that data. Payment data is processed by Stripe; see Stripe's Privacy Policy.

Phone conversations are processed through Vapi and its configured providers. We do not store audio recordings, we do not retain full call transcripts, and provider-side call-artifact logging is turned off. This does not remove the live audio and text processing needed to conduct a call. The business receives a written summary instead of a recording or full transcript. See Vapi's Privacy Policy; contact us for the providers configured for a particular business.

Appointment texts are sent through Twilio; see Twilio's Privacy Policy. We keep a list of numbers that replied STOP so they are not texted again, and in our logs and alerts a phone number appears only as its last four digits.

Our application also keeps operational records to complete and reconcile bookings and lead delivery. These can include customer contact and job details, call identifiers, booking references, and failure status. They are separate from the records stored in the client business's Google tools.

5. Data retention

Lead, appointment, and written summary records in a client's Google Calendar or Google Sheet remain under that business's retention and deletion practices. We do not maintain a separate long-term website chat transcript store beyond what is needed to respond to the current conversation. Operational recovery records are retained to deliver and reconcile bookings and lead records, investigate failures, and handle support requests; unresolved records may remain until the issue is resolved. Contact us about information retained in systems we control. Third-party processing is also subject to the applicable provider's policies and service configuration.

6. Your choices

Visitors and callers can contact the business they spoke with to request access to, correction of, or deletion of information in that business's records. You can also contact hello@venilia.ai about information held by Venilia; we will help identify the relevant records and coordinate the request. Deleting a client's Google records does not automatically delete operational records held by us or a provider.

You can download everything your account holds (as a file, or as a spreadsheet), or delete your account, from the Account screen. Deleting it removes your details and your Lister photos, items and drafts; Stripe keeps the invoices and payment records of any plan, as the law requires.

Appointment texts: reply STOP to any text to stop receiving them from that number, START to receive them again, or HELP for help. You can also email hello@venilia.ai. Saying no to texts during the call does not affect your booking.

7. Children's privacy

The Service is intended for business use and isn't directed at children under 13. We don't knowingly collect information from children.

8. Changes to this policy

We may update this policy from time to time; material changes will be posted here with an updated date.

9. Contact

Questions about this policy: hello@venilia.ai