Privacy Policy

This Privacy Policy explains how Opsei ("we," "us," or "our") collects, uses, shares, and protects your Personal Information when you use our website, software, and services (collectively, "Services"). "Personal Information" means any information that identifies, relates to, describes, can reasonably be associated with, or could reasonably be linked to an individual or household.

By using our Services, you agree to the handling of your information as described in this Policy. Please read it carefully.

1. Information We Collect

a. Types of Personal Information

We may collect the following types of Personal Information based on your interaction with our Services:

• Account Data: name, email address, phone number, business name, industry, and role.
• Customer Data: content you provide for training the AI (knowledge-base URLs, PDFs, FAQs, business hours) and the conversations your AI has with your customers (call recordings, transcripts, chat history, SMS threads, email content).
• Billing Data: subscription tier, plan history, credit balances, and payment method identifiers stored by our payment processor. We do not store full card numbers on our servers.
• Usage Data: technical information such as pages viewed, features used, IP address, log data, and browser type.
• Device & Connection Data: device identifiers, operating system, browser type, and diagnostic data.

b. Sources of Information

We collect Personal Information from:

• You directly, through account signup, form submissions, and configuration settings.
• Your customers, indirectly, when they contact your business through channels handled by the Services.
• Automated systems, such as analytics tools and application logs.

2. How We Use Your Information

We use your Personal Information to:

• Provide, operate, maintain, and improve our Services.
• Answer your customers' calls, chats, SMS, and emails on your behalf, using the knowledge base you configure.
• Send technical notices, updates, security alerts, and administrative messages.
• Respond to your inquiries, comments, and support requests.
• Detect and prevent fraud, abuse, and violations of our Terms of Service.
• Comply with legal obligations.

Your Customer Data is not used to train third-party AI models, and it is not shared with other Opsei customers.

3. Sharing Your Information

We may share Personal Information in the following cases:

a. Service Providers

We share information with third-party service providers who perform services on our behalf - including cloud hosting, telephony (voice and SMS providers), payment processing, email delivery, analytics, and customer support. These providers are contractually bound to keep the information confidential and to use it only for the purposes we authorise.

b. AI Model Providers

To generate AI responses, we send relevant portions of conversation and knowledge-base content to underlying AI model providers (e.g., OpenAI). Where the provider offers a "no-training" option, we use it - meaning your data is not used to train their models. We do not share Personal Information with model providers beyond what is necessary to fulfil each request.

c. Legal Obligations

We may disclose information if required by law or in response to valid requests from public authorities (e.g., courts, government agencies, law-enforcement bodies).

d. Protection of Rights

We may share information to comply with legal obligations, protect our rights or property, investigate wrongdoing, or safeguard against legal liability.

e. Business Transfers

We may share or transfer information during mergers, acquisitions, asset sales, financing, restructuring, or bankruptcy, including during due diligence.

4. Cookies and Tracking Technologies

We use cookies and similar technologies to:

• Recognise you and personalise your experience.
• Support login sessions and CSRF protection.
• Remember your preferences, such as language and interface settings.
• Measure aggregate site usage and improve the Services.

You can manage cookie preferences through your browser settings. Disabling cookies may affect your ability to sign in or use certain features.

5. Data Security

We take security seriously. Every account is tenant-isolated, meaning your data is logically separated from every other customer's data. Data is encrypted at rest and in transit. We use role-based access control internally and maintain audit logs of access to Customer Data. No method of internet transmission or electronic storage is completely secure, however, and we cannot guarantee absolute security.

6. Data Residency and Retention

Customer Data is stored on cloud infrastructure in the region you or we select at account creation. Australian data residency options are available on request for regulated industries. Personal Information is retained for as long as your account is active; you can request deletion at any time by contacting us. We may retain some information as required by law or for legitimate business purposes (fraud prevention, dispute resolution, tax records).

7. Third-Party Links

Our Services may include links to third-party websites. We are not responsible for the content, privacy policies, or practices of these sites. We encourage you to review the privacy policies of any third-party sites you visit.

8. Children’s Privacy

Our Services are not intended for individuals under 16. We do not knowingly collect Personal Information from children under 16. If we learn that we have collected such information without parental consent, we will take steps to delete it.

9. Your Rights

Depending on your jurisdiction, you may have the right to access, correct, delete, or export your Personal Information; to object to or restrict certain processing; and to lodge a complaint with a supervisory authority. To exercise any of these rights, please contact us.

10. Australian and International Users

Opsei is operated from Australia and complies with the Australian Privacy Principles under the Privacy Act 1988 (Cth). For users in the European Economic Area, the United Kingdom, or California, we act as a data processor for Customer Data on your behalf; you are the controller. Standard contractual clauses are available on request.

11. Changes to This Privacy Policy

We may update this Policy from time to time. When we do, we will update the "Last updated" date at the top of the page. Material changes will be notified to account holders by email.

12. Contact Us

If you have questions about this Privacy Policy, please contact us.