Privacy Policy

1. Who we are and how this policy applies

Hellovate is a product of Aqlaan for Artificial Intelligence Solutions L.L.C. ("Aqlaan", "we", "us"), a limited liability company established in Amman, Hashemite Kingdom of Jordan (aqlaan.com). Aqlaan is the company responsible for your information under this policy.

Hellovate provides AI agents that answer phone calls and reply to WhatsApp and text messages for businesses ("Customers").

We handle personal information in two different roles:

• For our Customers’ account information and for visitors to our website, we decide how the information is used (we act as a controller).
• For conversations between a Customer and the people who call or message that Customer ("End Users"), we process the information on the Customer’s behalf and under its instructions (we act as a processor or service provider). The Customer decides why and how that information is used and is responsible for its own privacy notice.

If you contacted a business that uses Hellovate, that business is your main point of contact for questions about your information. You can also contact us and we will help route your request.

2. Information we collect

Information Customers and their team members give us:

• Name, work email address, password (stored hashed) and role
• Company name, business phone numbers and WhatsApp Business account details
• The instructions, business hours, answers and other content used to set up an agent
• Billing and contact details

Information processed when an agent handles a conversation for a Customer:

• The End User’s phone number and, on WhatsApp, their WhatsApp profile name and number
• The content of the conversation: call audio, call recordings, transcripts, WhatsApp and text messages, and any files or details the End User chooses to share
• Details about the conversation, such as date, time, duration, channel and outcome (for example, an appointment that was booked)

Information collected when you use our website:

• Details you give when you contact us by email, phone or WhatsApp, including when you talk to our own Hellovate agent: your name, work email, phone number, organization, what you tell us, and call recordings and transcripts
• Basic technical data such as IP address, browser type and pages requested, kept in server logs

We do not ask for, and Customers must not configure agents to collect, payment card numbers, government identification numbers or health records unless we have agreed this in writing.

3. How we use information

• To provide the service: answering calls and messages, booking and rescheduling, handing conversations to the Customer’s team, and showing the Customer its recordings, transcripts and reports
• To create and secure accounts, verify identity and prevent fraud or abuse
• To provide support and respond to requests
• To send service messages about an account, such as security alerts and billing notices
• To maintain, troubleshoot and improve the reliability and safety of the service
• To understand how our website is used, with Google Analytics, only if you allow it
• To send product news, offers and invitations by email to Customers and to people who asked to hear from us (see "Marketing emails" below)
• To comply with law and enforce our terms

We do not sell personal information. We do not use End User conversation content for advertising.

Marketing emails. We may email Customers, their team members and people who contacted us through our website about Hellovate products, features, offers and events. Where the law requires consent, we send these only if you opted in, for example by asking our team or our agent to keep you updated. Every marketing email has an unsubscribe link, and you can also opt out by writing to us. Opting out does not stop service messages about your account. We never use the phone numbers, messages or other information of End Users for our own marketing, and we do not send marketing by text message or WhatsApp on our own behalf.

Legal bases. Where the EU or UK General Data Protection Regulation (GDPR) applies, we rely on: performance of a contract, to provide the service and manage accounts; our legitimate interests, to secure and improve the service and to tell business customers about related products, where that is permitted without consent; your consent, for analytics cookies and for marketing emails where consent is required, which you can withdraw at any time; and legal obligations, where the law requires us to keep or disclose information.

4. Artificial intelligence

Hellovate agents are automated. They use artificial intelligence to understand what a person says or writes and to generate a spoken or written reply. Spoken replies use an AI-generated voice.

• Conversation content is sent to AI model and speech providers only so that they can produce the agent’s reply for that conversation.
• We do not use End User conversation content to train general-purpose AI models, and we do not permit our AI providers to use it to train their models.
• Data we receive through the WhatsApp Business Platform is not used to create, develop, train or improve AI models. It is used only to provide the service to the Customer it belongs to.
• A Customer’s team can review every conversation and take over from the agent at any time.

5. WhatsApp and Meta platform data

When a Customer connects its WhatsApp Business account, Hellovate sends and receives messages for that Customer through the WhatsApp Business Platform operated by Meta.

• We use WhatsApp data only to provide and support the service for that Customer.
• We do not sell WhatsApp data, share it with data brokers or use it to build profiles for advertising.
• We delete WhatsApp data when the Customer asks us to, when the Customer’s account is closed, or when an End User makes a valid deletion request, unless the law requires us to keep it.

Meta processes WhatsApp messages under its own terms and privacy policy.

6. Phone numbers, calls and text messages

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.

Text messaging originator opt-in data and consent will not be shared with any third parties. This information is excluded from every category of sharing described in this policy, other than with the service providers that deliver the messages for us.

Calls and messages are carried by telecommunications providers, who process phone numbers and message content to deliver them. Calls may be recorded and transcribed so that the Customer can review them. Customers are responsible for giving any notice and getting any consent that the law requires for recording.

Message and data rates may apply to text messages. You can opt out of text messages from a business at any time by replying STOP, and get help by replying HELP.

7. Who we share information with

We share personal information only as follows:

• With the Customer whose conversation it is. A Customer and the team members it invites can see that Customer’s conversations, recordings, transcripts and reports.
• With service providers that help us run the service, under contracts that limit them to that purpose. These include Meta (WhatsApp Business Platform), telecommunications and messaging providers such as Twilio, AI model and speech providers, cloud hosting and storage providers, Cloudflare (website delivery and protection against attacks), Google (website analytics, only with your consent) and the email provider we use to send messages.
• When required by law, or to protect the rights, safety and security of our Customers, End Users, the public or us.
• With a successor, if we are involved in a merger, acquisition or sale of assets. We will require the successor to honour this policy.

We do not share personal information with third parties for their own marketing, and we do not share email addresses with advertisers.

8. How long we keep information

• Conversation data (recordings, transcripts and messages) is kept for as long as the Customer keeps it in its account. Customers can delete conversations at any time.
• When a Customer closes its account, we delete that Customer’s conversation data within 90 days, unless the law requires us to keep it longer.
• Account information is kept while the account is open and for a limited period afterwards for legal, tax and security purposes.
• Sales enquiries, including conversations with our own agent, are kept for as long as needed to respond and follow up.

9. How we protect information

• Each Customer’s data is kept separate from every other Customer’s.
• Access is controlled by role, so team members see only what their job needs.
• Passwords are stored hashed. Accounts lock after repeated failed sign-in attempts and sessions expire.
• Information is encrypted in transit between you, us and our providers.

No system is perfectly secure. If we learn of a breach affecting personal information, we will notify the affected Customers and authorities as the law requires.

10. International transfers

Aqlaan is based in Jordan. We and our service providers may process information in Jordan and in other countries, which may be different from the one you live in.

When we transfer personal information across borders, we use safeguards recognised by applicable law, such as standard contractual clauses.

11. Your choices and rights

Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal information, to object to or restrict certain uses, and to withdraw consent.

• Customers and team members: use your account settings or write to privacy@aqlaan.com.
• End Users: contact the business you called or messaged. You can also write to privacy@aqlaan.com with the phone number you used and the name of the business, and we will pass your request to that business and help it respond.
• To stop text messages from a business, reply STOP. To stop WhatsApp messages, block the business in WhatsApp or ask it to stop.

To stop marketing emails, use the unsubscribe link in any of them. To change your analytics choice, use "Cookie settings" at the bottom of any page of our website.

If the GDPR applies to you, you have the right to access, rectify and erase your personal data, to restrict or object to its processing, to data portability, and to withdraw consent at any time without affecting processing that already took place. We respond to requests within one month.

We do not discriminate against anyone for exercising these rights. You may also complain to your local data protection authority.

12. How to request deletion of your data

You can ask us to delete your personal information at any time. Send an email to privacy@aqlaan.com with the subject "Data deletion request" and include the phone number or email address you used and, if you contacted a business through Hellovate, the name of that business.

We will confirm your request, verify it where needed and complete the deletion within 30 days, unless the law requires us to keep certain information. Full step-by-step instructions are on our Data Deletion page at hellovate.com/legal/data-deletion.

13. Cookies and similar technologies

Our website uses two kinds of cookies and similar technologies:

• Strictly necessary. Cloudflare delivers our website and protects it from attacks. To do that it processes your IP address and may set security cookies (for example to tell people from bots). We also store your cookie choice in your browser, and the platform stores what it needs to keep you signed in. These do not need consent and cannot be switched off.
• Analytics, only with your consent. If you choose "Allow analytics", we load Google Analytics, which sets cookies and collects information such as the pages you view, your approximate location, your device and browser. We use it to understand and improve our website. We do not turn on Google’s advertising features. If you decline, Google Analytics is not loaded at all.

When you first visit, we ask for your choice. You can change it at any time with "Cookie settings" at the bottom of any page. Declining does not affect your use of the website.

We do not use advertising or cross-site tracking cookies. Our website loads fonts from Google Fonts, which means your browser sends a request, including your IP address, to Google.

14. Children

Hellovate is a service for businesses. It is not directed to children under 16, and we do not knowingly collect personal information from them. If you believe a child has given us personal information, contact us and we will delete it.

15. Changes to this policy

We may update this policy. When we make a material change we will post the new version here, update the date at the top and notify Customers through the platform or by email.

16. Contact us

Questions about this policy or your information: privacy@aqlaan.com.

Aqlaan for Artificial Intelligence Solutions L.L.C., 95 Yajouz Street, Amman, Jordan.