Verocall Privacy Policy

At Verocall, we care deeply about the privacy and security of your personal data. We understand that you are entrusting us with delicate information about yourself or your loved one, who may need assistance and support. That is why we are committed to being transparent about our privacy practices and treating all data with the utmost care and respect.

This Privacy Policy (“Privacy Policy”) explains what type of personal data we collect and process and the measures we apply to protect personal data

We adhere to high ethical standards and comply with applicable laws and regulations when we collect, process, and store personal data

What personal data do we collect?
Depending on the services involved, Verocall may collect various categories of personal data for distinct purposes. This may include, in particular:

Data provided during registration and account administration
- When you set up an account with us, we collect your contact information such as your first name, last name, email address, phone number and your address in order to confirm your account and access. In addition, we also collect your log-in credentials (i.e., email and password) and billing information (e.g. your credit card details), where applicable.
- We may collect your personal data when you communicate with us through email, telephone, chat, our social media or other communication channels, for example when you request customer support.
- During registration, we may receive your personal data from your relative who has subscribed to our services for your benefit or on your behalf. In such case, we may process personal data about you such as your name, age, telephone number, time zone, preferred language, topics of discussion or timing of calls, and other relevant information to providing the service. Your relative or representative must ensure that you have read and understood this Privacy Policy and that you have given him or her permission to share your personal data with us for the purposes of providing you our services.
Data we collect when you use our services
- We may collect your personal data when you use our services (incl. free or demo versions of our services), in particular our voice AI solution. You have full control over which personal data you decide to share with us. You are not obliged to provide your personal information during your use of the voice AI solution. However, please note that in such case you may not be able to use our services to the full extent. We will always ask you at the beginning of the first voice AI for your consent to collect and process such personal data.
- In addition, we may, with your consent, collect other types of data such as voice-related data to detect quality of speech, clarity, and mood levels. We will generate and store transcripts of your calls or collect results of any games or exercises that you have decided to take.
- The responses and summaries are AI-driven. The technology used for this will change from time to time. Conversation words are sent to and received via established commercial AI Language Learning Models (such as OpenAI or Google Gemini, used by millions of people daily) but are not accompanied with any identifying information other than the greeting name (first name), e.g., “Bob” said, “Good Morning.” Agent said, “How is your garden project?”
- Transcriptions of calls are stored, encrypted, with no direct identifying information, to provide insights on the longer term well-being (or decline) of the loved one. If a bad actor were to breach the industry standard security systems that we use, the transcriptions would look something like this: 7BFcABb!bj222*)%^!)$xRPThhh*#)*%@_MK()#)(@:n…. (not very useful, right?) Even though the stored information is protected, encrypted, and not tied to identifying information, we urge you and your Loved One to make a habit of not sharing critical secrets (Bank info, social security or other key information) in any conversations with Verocall.
Data we collect from other sources
- We collect information about your use and interaction with our websites, content and services (such as search history, page visits, IP address, etc.). The verocall.com website grants cookies and we use other tools to collect such data in order to sustain our services.

How do we use your personal data?
- To provide and improve our services and to develop new offerings
  - We use your data to deliver our services to you, such as when you access our application, subscribe to our services, or talk to the Verocall voice AI solution. We use your personal data in particular to identify you when you login to your account, to process your payments, and to fulfil your requests.
  - We may use the personal data about you to enhance, optimize, secure, update, market, and analyse our services or develop new services or products. Certain features of the services use third-party generative AI solutions, i.e., automated tools that provide information or generate text based on their programming and training data.
- To communicate with you
  - We will process your personal data to communicate with you, in order to provide you our services and also for example when we assist you with setting up or administering your account, provide customer care, resolve your complaints, and send support messages. Such communication is not affected by your marketing communication preferences.
  - We may in some cases also use our AI voice solution to provide immediate responses to your queries.
- To inform you about Verocall’s services
  - We may contact you about our news, events, services and their features or special offers that we believe may interest you, provided that we have the requisite permission to do so, either on the basis of your consent, or our legitimate interests where we may do so, within the limits provided by law. You may change your marketing preferences at any time by following the instructions in such communications (e.g. by clicking on the “unsubscribe” link) or by contacting us directly via the contact details provided in the Section 1 of this Privacy Policy.
- To comply with legal obligations
  - We may also process your personal data to comply with applicable legal obligations.
- To prevent fraudulent activities and protect our rights
  - We may use the information about you to detect, prevent and address fraud and other illegal activity and to establish, exercise or defend our legal claims and protect our rights.
We use commercially available AI and Language Learning Models
Our AI-powered features are supported by third-party language models (“LLM”), including Open AI and Google’s Gemini, to provide automated assistance, generate responses, and enhance user experience. For details on data handling by Google, and OpenAI see their respective privacy policy.:
- https://support.google.com/gemini/answer/13594961#your_data
- https://openai.com/policies/row-privacy-policy/
The answers generated by the LLM are personalized based on personal information provided during the usage of our Services (text input, user preferences, interaction logs, response times, questions asked …) and in compliance with this Privacy Policy and our Terms and Conditions.
Data security
- We have implemented and will maintain appropriate technical and organizational measures, internal controls, and information security routines in accordance with good industry practice while keeping in mind the state of technological development in order to protect your data against accidental loss, destruction, alteration, unauthorized disclosure or access or unlawful destruction. We employ various security measures to protect the information we collect, as appropriate to the type of information, including encryption, firewalls, and access controls. We further ensure that all individuals who have access to your data and are involved in the collection, processing, use, and/or storage thereof are bound by appropriate confidentiality obligations and have appropriate training.
What are your rights?
- If you have any questions or concerns about the handling of your personal data, and/or you wish to exercise your data subject rights, please contact us at any time via the contact details provided in the Section 1 of this Privacy Policy.
- As a data subject, you have the following rights:
  - The Right to Access: You have a right to request access to the personal data about you that we process and to receive a copy of that data.You may contact us at any time with a request to receive more information regarding the following:
    - the purposes for which we use your personal data;
    - how we categorize your personal data;
    - the recipients of your personal data;
    - the length of time we store your personal data; and
    - your rights as a data subject.
  - The Right to Portability: You have the right to receive a copy of your personal data from us in a structured and commonly used machine-readable format. You may also request us to transfer such data to another data controller.
  - The Right to Erasure: You may request us to erase your personal data from our records. Please note, that in some cases we may be legally obliged to retain some of your personal data. We may also retain some of your personal data in order to defend our legal rights, avoid sending you unwanted materials in the future, and to keep a record of your request and our response.
  - The Right to Rectification: If you discover that any of the data we possess about you is incorrect or incomplete, you may ask us to rectify or supplement your data.
  - The Right to the Restriction of Use: You have a right to request restriction of our use of your personal data, in particular if you believe that such processing is unlawful, or your data are inaccurate.
  - The Right to Object: In cases in which we rely on our legitimate interest to use your personal data, we must consider and acknowledge the interests and rights that you have under data protection law. Your privacy rights are always protected by appropriate safeguards and balanced with your freedoms and other rights. You have the right to submit an objection at any time to our use of your personal data based on our legitimate interest.
  - The Right to Withdraw Consent: You have the right to withdraw your consent at any time to our use of your personal data. Please note that a withdrawal of your consent does not affect the legality of the use of your personal data prior to your consent being withdrawn.
- For any inquiries related to your data contact us at care@verocall.com

Children’s Privacy
Our services or content are not directed, or intended for use by, children under the age of 18 years. Therefore, we do not knowingly collect personal data from children under the age of 18 years. If we become aware that personal data of a child under 18 has been collected, we will take appropriate steps to delete such data.
Changes to this Privacy Policy
- We may periodically modify the provisions of this Privacy Policy and encourage you to review it from time to time in order to stay up to date with the most recent developments in the area of the protection of your personal data. In the event of significant changes, we may also choose to notify you via email if we have your email address in our records.
- Updated versions of this Privacy Policy will be published on our website.

This Privacy Policy shall become valid and effective August 3, 2024