Privacy Policy

Introduction

Voxen AI Technologies (Registration No. 202503139931 (LA0079051-M)) (“Voxen AI”, “we”, “us” or “our”) respects the privacy of individuals and is committed to protecting personal data in accordance with Malaysia's Personal Data Protection Act 2010 (PDPA), as amended, and other applicable laws.

This Privacy Policy explains how we collect, use, process, disclose, store and protect personal data through our website, business activities and AI-powered services, including Recovero, our AI collections platform.

It applies to website visitors, prospective and existing customers, business contacts and individuals whose personal data is processed through our services.

Our Role in Processing Personal Data

Voxen AI may act as a data controller when managing our own business activities, such as website enquiries, customer relationships and subscriptions.

We may act as a data processor when handling information on behalf of customers using Recovero or our other AI automation services.

When acting as a data processor, we process customer-provided information according to applicable contractual arrangements, authorised instructions and legal requirements.

Our customers are responsible for the lawful collection and use of personal data they provide to us, including establishing an appropriate basis for their collection and communication activities.

1. Personal Data We Collect and Process

1.1 Information You Provide

We may collect:

• Name and company name
• Email address
• Telephone or WhatsApp number
• Job title and professional role
• Business address
• Information submitted through forms, email, WhatsApp or customer support
• Subscription and billing information

1.2 Website and Platform Information

Depending on the service and technologies used, we may collect:

• IP address
• Browser and device information
• Website usage and interaction information
• Platform login and activity records
• Technical, security and error logs
• Cookies and advertising-related identifiers

1.3 Recovero and AI Voice Service Data

When providing services to customers, we may process:

• Names, telephone numbers and account references
• Outstanding balances and payment-related information
• Call lists and campaign instructions
• Call attempts, outcomes and follow-up records
• Promise-to-Pay commitments and payment dates
• Call recordings and conversation transcripts
• Identity-verification information, where applicable
• Customer enquiries, disputes and escalation records
• AI-generated summaries and operational classifications

The categories of information processed depend on the customer's instructions and service configuration.

2. How We Use Personal Data

We may process personal data to:

• Provide and operate our products and services
• Respond to enquiries and arrange demonstrations
• Manage customer accounts, subscriptions and billing
• Provide technical support
• Operate AI voice and workflow automation services
• Conduct customer-authorised outbound calling campaigns
• Capture call outcomes, payment commitments and callbacks
• Schedule reminders and follow-up activities
• Maintain security, operational records and audit logs
• Analyse and improve service performance where authorised
• Comply with legal, regulatory and contractual obligations

We will obtain consent or rely on another applicable legal basis or exception where required by law.

3. AI Voice Calls, Recordings and Automated Processing

Our AI-powered services, including Recovero, may initiate or receive telephone calls and conduct automated voice conversations.

AI agents are configured to disclose their automated nature during conversations.

Depending on the service configuration, calls may be recorded and transcribed for operational, service, quality-assurance, record-keeping and other authorised purposes.

Call recordings and transcripts are processed for authorised operational, quality assurance, and record-keeping purposes, subject to applicable data protection requirements. Where recording notices or consent are required by law, appropriate arrangements must be established between Voxen AI Technologies and the relevant business customer.

Our systems may generate call summaries, classify outcomes, capture payment commitments and schedule follow-up activities.

Recovero does not independently make decisions that materially affect individuals without human review. Matters requiring human judgment, including disputed accounts and significant collection decisions, remain subject to appropriate human oversight.

AI-generated information may contain errors and should be reviewed where appropriate.

Voxen AI does not independently determine the legal validity of an underlying debt simply by operating Recovero.

4. Marketing Communications and Opt-Out

We may communicate with individuals who have contacted us, submitted enquiries, requested demonstrations or established a business relationship with us.

Communications may take place through email, telephone, WhatsApp, SMS or other appropriate channels.

We do not currently conduct unsolicited marketing campaigns using personal contact information collected from public websites or business directories.

Where required, we obtain consent before sending promotional communications.

4.1 Opt-Out

You may request to stop receiving marketing communications by contacting hello@voxenai.my or informing us through the relevant communication channel.

We may maintain suppression or Do-Not-Call records to respect these requests.

Marketing opt-outs do not necessarily prevent communications relating to active services, billing, legal obligations or other communications permitted by law.

4.2 Calls Made on Behalf of Customers

Collection calls made through Recovero on behalf of business customers are distinct from Voxen AI's own marketing communications.

Requests concerning an underlying account, disputed debt or collection instruction may need to be handled by the organisation responsible for that account.

Where appropriate, we will assist our customers with such requests.

4.3 No Sale of Personal Data

We do not sell personal data to third parties.

5. Disclosure to Service Providers and Third Parties

We may share personal data where necessary and legally permitted with:

• Cloud infrastructure and hosting providers
• Telecommunications and voice-service providers
• AI processing and speech technology providers
• CRM and workflow automation providers
• Technical support and professional service providers
• Authorised business partners involved in delivering services
• Regulators, courts or other authorities where legally required

Where we process information on behalf of a customer, relevant information may also be made available to that customer.

We seek to use appropriate contractual, technical and organisational safeguards when engaging service providers.

AI service providers: We have not completed verification of every provider's contractual data-use and AI model-training restrictions. We therefore do not represent that all third-party providers are contractually prohibited from using service data for independent purposes or model training. Provider-specific terms, settings and data-handling practices require verification.

6. Cookies, Analytics and Advertising Technologies

Our website uses cookies and similar technologies, including website analytics and advertising pixels.

These technologies may be used to:

• Support website functionality
• Understand visitor activity and website performance
• Measure advertising campaign effectiveness
• Improve website content and user experience
• Support advertising measurement and relevant promotional activities

Depending on the technologies used, certain information may be processed by third-party analytics and advertising service providers.

You may manage cookies through your browser settings and any consent or preference controls made available on our website.

Where legally required, we will provide appropriate notices and choices concerning non-essential cookies and tracking technologies.

7. Data Retention and Deletion

We retain personal data for as long as reasonably necessary to fulfil the purposes for which it is processed, subject to applicable legal, contractual and operational requirements.

Different categories of information may require different retention periods, including:

• Business contact and enquiry records
• Customer agreements and billing information
• Recovero campaign and account records
• Call recordings and transcripts
• Promise-to-Pay and call outcome records
• Security and audit logs
• Marketing suppression records

Where Voxen AI acts as a data processor, retention, return and deletion of customer data are determined by applicable contractual arrangements, customer instructions and legal requirements.

We will work with customers to establish appropriate arrangements for data retention and handling at the end of a service relationship, including backup and archived records where technically feasible and legally permitted.

We do not currently maintain a single standard retention period applicable to every Recovero customer or data category.

8. Data Security

We implement technical and organisational security measures designed to protect customer and personal data.

Our VAVP platform uses safeguards including:

• Encryption of sensitive information
• Secure HTTPS connections
• Role-based access controls
• Customer data isolation
• Authenticated system integrations
• Controlled backup and recovery procedures
• Security maintenance practices
• Administrative access management and review capabilities
• Documented technical recovery and rollback procedures

These measures support the confidentiality, integrity and availability of information.

No electronic system can be guaranteed to be completely secure.

Where a personal data breach occurs, we will assess the incident and take appropriate action in accordance with applicable legal requirements, including notification obligations where triggered.

9. International Data Transfers

To provide our services, personal data may be transferred to, stored in or processed by service providers located outside Malaysia.

Such processing may involve cloud hosting, telecommunications, AI voice processing, speech technology and workflow automation infrastructure.

We take reasonable steps to ensure that international transfers are handled securely and in accordance with applicable data protection requirements, including through appropriate contractual, technical and organisational safeguards.

The specific locations and providers involved may vary depending on the services used and customer configurations.

10. Your Personal Data Rights

Subject to applicable law, you may have rights to:

• Request access to personal data held about you
• Request correction of inaccurate or incomplete information
• Withdraw consent where processing is based on consent
• Object to certain processing, including direct marketing
• Request information about how your personal data is handled
• Exercise other rights available under applicable Malaysian data protection law

Requests for deletion, restriction or other actions will be considered according to applicable law and relevant contractual obligations.

Where personal data is controlled by one of our business customers, we may refer the request to that customer or assist them in responding.

To submit a privacy request, email hello@voxenai.my.

We may request identity verification before responding to protect personal data against unauthorised disclosure.

11. Children's Personal Data

Our website and services are primarily intended for business and professional users and are not directed at children.

We do not knowingly solicit children's personal data through our own marketing or website enquiry activities.

Where a customer's authorised service activities involve personal data relating to minors, applicable legal requirements and appropriate safeguards must be observed.

12. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our services, technology, business practices or applicable legal requirements.

Updated versions will be published on our website with a revised “Last Updated” date.

Where legally required, we will provide additional notice or obtain consent before implementing material changes.

13. Contact Us

For privacy-related enquiries, requests or concerns, please contact:

Privacy enquiries are currently handled through the contact address above. A designated Data Protection Officer has not been appointed as of the date of this Policy.