VoiceAgents Privacy Notice
EqualyzAI — VoiceAgents Platform
Your privacy matters to us. This Privacy notice explains what personal data will collect on EqualyzAI VoiceAgents Platform “the Platform”, why we collect it, how we use and protect it, and what rights you have over it. Please read it carefully before using the platform. This notice applies to all users of the EqualyzAI VoiceAgents Platform, including visitors, clients, and end-users who interact with our voice-enabled services. By accessing or using our platform, you acknowledge that you have read, understood, and agree to the terms of this Privacy Notice.
We are committed to processing your personal data in a lawful, fair, and transparent manner, in line with applicable data protection laws and regulations. We also implement appropriate technical and organizational measures to safeguard your information against unauthorized access, loss, misuse, or disclosure.
Where required, we will seek your consent before collecting or processing your personal data, and you retain the right to withdraw such consent at any time, subject to legal or contractual restrictions.
The VoiceAgents platform and related services (“Services”) are owned and operated by EqualyzAI Limited, a company incorporated under the laws of the Federal Republic of Nigeria (“We”, “Us”, or “Our”).
We act as both a Data Controller and a Data Processor depending on your relationship with us. We are fully committed to protecting personal data of everyone who uses or interacts with our Services, in accordance with the Nigeria Data Protection Act (NDPA) 2023, and all applicable guidelines and directives issued by the Nigeria Data Protection Commission (NDPC).
This policy applies to:
When you deploy VoiceAgents to interact with your own end-users (e.g., callers or recipients of voice interactions), you act as the Data Controller in respect of such end-users' personal data. In such instances, we act as a Data Processor, processing personal data strictly on your behalf and in accordance with your instructions, and subject to the terms of the executed Data Processing Agreement (DPA).
You are responsible for ensuring that your end-users are provided with an appropriate privacy notice explaining how their personal data is collected, used, and protected, as well as for obtaining any required consents or lawful basis for processing.
When you register for an account, we collect:
When you or your end-users interact with VoiceAgents deployed on the platform, we may process:
Sensitivity Notice: Voice data may, depending on its use, qualify as biometric personal data under applicable law. EqualyzAI does not use voice data for the purpose of uniquely identifying individuals unless expressly agreed with the Customer. Such data is processed strictly to the extent necessary to provide, maintain, and improve the Services, and always in accordance with the applicable Data Processing Agreement (DPA) and relevant data protection laws.
We implement heightened security and access control measures for voice and other sensitive data, including encryption, restricted access, and secure storage protocols, to safeguard against unauthorized access, misuse, or disclosure.
Voice data is not retained for longer than necessary for the purposes for which it was collected and will be retained in accordance with our data retention policies and any applicable Customer agreement, unless a longer retention period is required or permitted by law, or expressly agreed with the Customer.
Customers are primarily responsible for ensuring that all required notices, disclosures, and lawful bases (including consent, where applicable) are obtained from their end-users before providing any voice or communications data to EqualyzAI. EqualyzAI will provide reasonable assistance to Customers, where appropriate, to support compliance with applicable data protection laws.
Customers must also ensure that their use of the Services, including the deployment of VoiceAgents, complies with all applicable laws and regulations relating to privacy, telecommunications, and biometric data.
In respect of end-user voice and communications data processed through Customer-deployed VoiceAgents, EqualyzAI acts as a data processor and processes such data solely on documented instructions from the Customer, except where otherwise required by applicable law.
Notwithstanding the foregoing, EqualyzAI may act as an independent data controller in respect of certain account, usage, and technical data processed for its own legitimate business purposes, including service improvement, security, and analytics, in accordance with applicable data protection laws.
We automatically collect certain technical and usage-related information when you access or interact with the platform. This data helps us monitor performance, ensure security, and improve the functionality of our Services. Such data may include but not limited to:
This information is collected through automated means such as server logs, cookies, and similar tracking technologies, and is used for analytics, system administration, troubleshooting, security monitoring, and service optimization.
We process such data on applicable lawful bases under relevant data protection laws, including performance of a contract, compliance with legal obligations, and our legitimate interests in maintaining and improving the Services.
Where required by applicable law, we will obtain your consent before deploying non-essential cookies or similar technologies.
Payment transactions on the platform are processed securely by our authorized third-party payment service providers. EqualyzAI does not collect or store full card numbers, card verification values (CVV), or other sensitive financial credentials.
We may receive and retain limited payment-related information, such as transaction references, payment status, billing details, and partial card information (e.g., last four digits), strictly for purposes of billing, account management, record-keeping, and compliance with applicable tax and financial reporting obligations.
All payment processing is subject to the security and privacy practices of the relevant third-party payment processors. We encourage you to review their respective privacy policies before providing your payment information. We implement appropriate safeguards to ensure that any payment-related data accessible to us is protected against unauthorized access, disclosure, or misuse.
If you contact us via email, support tickets, chat features, or through the platform, we will collect and process the contents of those communications, including any information you choose to provide.
This may include your contact details, correspondence history, and any attachments or information submitted in connection with your enquiry or request.
We use this data to respond to your enquiries, provide customer support, troubleshoot issues, improve our Services, and maintain records of our interactions for quality assurance and compliance purposes.
Communications data may also be monitored or reviewed to enhance our support processes, ensure service quality, and train our personnel, in line with applicable data protection laws.
We use cookies and similar technologies on our website and dashboard. Please refer to our Cookie Policy for further details on how we use cookies and your choices in relation to them.
EqualyzAI does not use Customer voice data, call transcripts, or end-user communications to train or improve its AI models for model training purposes, except as expressly set out in this clause or otherwise agreed with the Customer.
Where call recording is enabled and you have not opted out, EqualyzAI may use aggregated and de-identified communications data (which does not constitute personal data under applicable law) to improve its Services, including platform performance, system reliability, and AI model quality.
Such data is processed using industry-standard de-identification methods designed to ensure that individuals are not identifiable, taking into account all means reasonably likely to be used to re-identify the data, in accordance with applicable data protection laws.
EqualyzAI shall not use Customer personal data for AI model training in a manner that is inconsistent with its role as a data processor, except where it has a valid lawful basis to do so as an independent data controller and has provided appropriate notice to the Customer.
Any use of Customer data for AI model training beyond this requires your explicit prior opt-in consent (or other valid lawful basis, where permitted by applicable law), which may be withdrawn at any time. Withdrawal of consent shall not affect the lawfulness of any processing carried out prior to such withdrawal.
We do not sell your personal data. We only share personal data where necessary and in the following circumstances:
All third parties with whom we share personal data are required to implement appropriate security measures and process such data in compliance with applicable data protection laws.
We engage third-party service providers (“Sub-Processors”) to help us operate the Services. All Sub-Processors are bound by confidentiality agreements and data processing terms that restrict their use of your data to the specific purposes for which it is shared and require them to implement appropriate technical and organisational measures to protect personal data.
Current categories of Sub-Processors include:
| Category | Purpose |
|---|---|
| Cloud infrastructure providers | Hosting, storage, and compute |
| Telephony and SIP/PSTN providers | Call routing and telecommunications |
| AI and LLM providers | Natural language processing and response generation |
| Speech processing providers | Speech-to-text transcription and text-to-speech synthesis |
| Payment processors | Billing and payment handling |
| Analytics providers | Platform performance monitoring |
| Security and monitoring providers | Error tracking and incident response |
You may request an up-to-date list of our Sub-Processors by email at: admin@equalyz.ai
We may disclose personal data where necessary to:
Such disclosures will be limited to what is necessary and proportionate in the circumstances and carried out in accordance with applicable data protection laws.
In the event of a merger, acquisition, restructuring, investment, or sale of all or part of our assets, personal data may be transferred to a relevant third party, including a prospective or actual acquiring entity. Any such transfer will be subject to appropriate confidentiality arrangements and safeguards to ensure that your personal data remains protected and is processed in accordance with applicable data protection laws.
Where required, we will notify you of any such transfer and inform you of any material changes to how your personal data will be handled, as well as any choices available to you.
We may share your personal data with third parties where you have provided your explicit, informed, and specific consent to such sharing. You have the right to withdraw your consent at any time; however, this will not affect the lawfulness of any processing carried out prior to such withdrawal.
Where consent is relied upon, we will ensure that it is obtained in a clear and transparent manner, and that you are informed of the purpose and scope of the data sharing.
EqualyzAI operates in Nigeria; however, some of our sub-processors including AI model providers, cloud infrastructure providers, and speech processing services may process personal data outside Nigeria. Where personal data is transferred outside Nigeria, we ensure such transfers comply with Chapter 8 of the Nigeria Data Protection Act (NDPA) 2023 by:
What this means in practice:
When an end-user interacts with a VoiceAgents, their voice data may be processed on servers located outside Nigeria (for example, for speech-to-text transcription or AI response generation). In such cases, we ensure that appropriate legal, technical, and contractual safeguards are in place to protect that data.
We retain personal data only for as long as necessary to fulfill the purposes for which it was collected, including for legal, accounting, and reporting obligations, and in accordance with our internal data retention policies. Customers may configure their own retention settings for call recordings, transcripts, and related data within the platform. For enterprise deployments, zero-retention configurations are available, ensuring that call content data (including recordings and transcripts) is not persistently stored after the relevant session ends, except where required for real-time processing, transient system operations, or as otherwise agreed with the Customer.
We may retain certain data for a longer period where required to comply with applicable laws, resolve disputes, enforce our agreements, or protect our legal rights.
Upon expiry of the applicable retention period, personal data is securely deleted, anonymized, or irreversibly de-identified, using appropriate organisational and technical measures in accordance with applicable data protection laws and industry standards. You may request deletion of your personal data at any time, subject to our legal and regulatory retention obligations.
We use cookies and similar tracking technologies (such as web beacons, pixels, and local storage) on our website and platform dashboard to enhance functionality, analyze usage, and improve user experience. These technologies may be used to remember your preferences, maintain session security, understand how users interact with our Services, and support analytics and performance monitoring.
Where required by applicable law, we obtain your consent before placing non-essential cookies on your device. You can manage or disable such cookies at any time through your browser settings or our cookie preference centre. Please note that disabling certain cookies may affect the functionality, performance, or availability of some features of the platform.
We respect browser-level privacy signals (such as “Do Not Track”) to the extent required or recognised under applicable law.
For more information on the types of cookies we use and how to manage them, please refer to our Cookie Notice (where applicable).
Under the NDPR 2019 and the NDPA 2023, you have the following rights in relation to your personal data:
| Rights | What It Means |
|---|---|
| Right of Access | You may request a copy of the personal data we hold about you, along with information about how it is used. |
| Right to Rectification | You may request correction of inaccurate or incomplete personal data. |
| Right to Erasure | You may request deletion of your personal data where there is no overriding legal basis for us to retain it. |
| Right to Restriction | You may request that we restrict our processing of your data in certain circumstances. |
| Right to Data Portability | You may request your personal data in a structured, commonly used, machine-readable format. |
| Right to Object | You may object to processing based on our legitimate interests, or to direct marketing at any time. |
| Right to Withdraw Consent | Where processing is based on your consent, you may withdraw it at any time without affecting the lawfulness of prior processing. |
To exercise any of your data protection rights, please contact us at: admin@equalyz.ai
We will respond to all valid requests within 30 days of receipt. Where necessary, we may request additional information to verify your identity before processing your request. In complex cases or where we receive multiple requests, we may extend our response time by an additional 30 days and will notify you accordingly.
Requests are generally handled free of charge; however, we reserve the right to charge a reasonable fee or decline a request where it is manifestly unfounded or excessive, in accordance with applicable law.
Where EqualyzAI acts as a data processor, we will forward your request to the relevant Customer and provide reasonable assistance to enable them to respond, in accordance with applicable data protection laws and the Data Processing Agreement.
If you believe that your personal data has not been handled in accordance with applicable data protection laws, you have the right to lodge a complaint with the Nigeria Data Protection Commission (NDPC).
Email: info@ndpc.gov.ng
We encourage you to contact us first so we can address your concerns promptly and effectively, without prejudice to your right to contact the NDPC at any time.
Our Services are not directed to, and are not intended for use by, individuals under the age of 18. We do not knowingly collect or process personal data from minors.
If we become aware that personal data of a person under 18 has been inadvertently collected, we will take prompt steps to delete such data or otherwise restrict its processing, in accordance with applicable law.
Where we act as a data processor on behalf of Customers, the responsibility for ensuring compliance with applicable laws relating to children's data, including obtaining any required parental or guardian consent, rests with the Customer.
If you believe that we may have collected personal data from a minor, please contact us at admin@equalyz.ai, and we will take appropriate action without undue delay.
We implement appropriate technical and organizational measures, aligned with industry standards, to protect personal data against unauthorized access, loss, misuse, alteration, or disclosure. These measures include:
We also require our employees, contractors, and third-party service providers to adhere to strict confidentiality and data protection obligations through binding contractual arrangements.
While we take reasonable steps to safeguard personal data, no method of transmission over the internet or electronic storage is completely secure. Accordingly, we cannot guarantee absolute security.
If we become aware of a personal data breach affecting your personal data, we will:
Where EqualyzAI acts as a data processor, we will notify the relevant Customer without undue delay upon becoming aware of a personal data breach and provide reasonable assistance to enable the Customer to comply with its own breach notification obligations under applicable law.
We will cooperate with competent regulatory authorities as required and implement appropriate remedial actions to prevent recurrence.
We may update this Privacy Notice from time to time to reflect changes in our practices, the Services, or applicable legal and regulatory requirements.
Where we make material changes, we will notify you by:
Material changes will take effect 14 days after such notification, unless a longer period is required by applicable law.
Your continued use of the Services after the effective date constitutes acceptance of the updated Privacy Notice. Where required by applicable law, we will obtain your consent before implementing any material changes that affect the way your personal data is processed.
We encourage you to review this Privacy Notice periodically to stay informed about how we protect your personal data.
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at:
Email: admin@equalyz.ai
Office Address: 33, Queen StreetWe will respond to all legitimate enquiries as promptly as possible and in accordance with applicable data protection laws.