Privacy Policy

1Introduction

ONVEO ("ONVEO", "we", "us", or "our") respects your privacy and is committed to protecting personal information.

This Privacy Policy explains how we collect, use, store, disclose, and protect personal information when you visit our website, submit a form, start a subscription, book a demo, communicate with us, or use our AI receptionist and business automation services.

ONVEO provides AI receptionist, customer communication, appointment booking, lead capture, and business automation services for local businesses across channels such as phone calls, SMS, WhatsApp, website chat, email, calendars, and connected business systems.

By using our website or services, you agree to the practices described in this Privacy Policy.

This Privacy Policy should be read together with our Terms of Service.

2Who This Policy Applies To

This Privacy Policy applies to:

• visitors to our website;
• people who submit forms, request demos, or start a subscription;
• ONVEO customers and account users;
• individuals who communicate with ONVEO directly;
• customers, leads, callers, patients, clients, or contacts of businesses using ONVEO, where their information is processed through our services.

Where ONVEO provides services to a business customer, that business remains responsible for how it collects, uses, and manages information from its own customers, callers, patients, clients, and leads. ONVEO processes that information to provide the services requested by the business customer.

3Information We Collect

We may collect personal information directly from you, automatically through our website, or through the use of our services.

3.1 Information You Provide to Us

This may include:

• full name;
• business name;
• job title or role;
• email address;
• phone number;
• website URL;
• business address or service area;
• billing details;
• payment-related information;
• appointment or demo booking information;
• account setup information;
• service preferences;
• communication preferences;
• information submitted through forms, chat, SMS, WhatsApp, email, or calls;
• onboarding information needed to configure your AI receptionist;
• business scripts, FAQs, service details, pricing rules, booking rules, team details, calendar rules, and workflow preferences.

3.2 Information Collected Through ONVEO Services

When ONVEO is used by a business, our services may collect or process information from callers, leads, customers, patients, clients, or website visitors on behalf of that business.

This may include:

• caller or customer name;
• phone number;
• email address;
• address, suburb, or service location;
• enquiry details;
• requested service, appointment type, or reason for contact;
• urgency or availability;
• preferred appointment date and time;
• booking details;
• call recordings, where enabled;
• call transcripts, where enabled or requested;
• AI-generated call summaries;
• SMS, WhatsApp, website chat, and email conversation history;
• appointment confirmations and reminders;
• customer notes and follow-up details;
• communication consent records;
• opt-in and opt-out records.

3.3 Sensitive Information

Depending on the type of business using ONVEO, some conversations may include sensitive information, such as health-related information, appointment reasons, treatment preferences, accessibility needs, or other private details.

ONVEO does not intentionally request sensitive information unless it is necessary for the service being provided, the information is voluntarily supplied, or collection is permitted by law.

Businesses using ONVEO are responsible for ensuring that any collection of sensitive information through ONVEO is lawful, necessary, properly disclosed, and supported by any required consent.

3.4 Payment and Billing Information

If you start a subscription, purchase services, or make a payment to ONVEO, payment details may be collected and processed by secure third-party payment providers.

ONVEO does not store full payment card numbers on its own systems. Payment information is handled by payment processors according to their own security and privacy practices.

3.5 Automatically Collected Website Information

When you visit our website, we may automatically collect:

• IP address;
• browser type;
• device type;
• operating system;
• pages visited;
• time spent on pages;
• referring website or advertisement source;
• approximate location;
• interactions with our website;
• cookies, pixels, and similar tracking technologies.

We use this information to understand website performance, improve user experience, measure advertising effectiveness, prevent fraud, and improve our services.

4How We Collect Information

We may collect information when you:

• visit www.onveo.ai;
• submit a website form;
• start a subscription;
• book a demo;
• contact us by phone, email, SMS, WhatsApp, or chat;
• interact with our advertisements;
• use ONVEO services;
• connect calendars, phone systems, CRMs, websites, messaging channels, or other business tools;
• communicate with an AI receptionist powered by ONVEO;
• receive or respond to messages sent through ONVEO;
• provide onboarding or account setup information.

We may also receive information from third-party services you connect to ONVEO, such as calendar tools, CRM platforms, phone providers, messaging platforms, website chat tools, payment processors, analytics tools, or advertising platforms.

5How We Use Information

We use personal information to:

• provide ONVEO services;
• configure and operate your AI receptionist;
• answer calls and messages;
• capture enquiries;
• book appointments;
• send confirmations, reminders, and follow-ups;
• transfer calls where required;
• notify businesses of new leads, calls, bookings, or enquiries;
• generate call summaries, transcripts (where enabled), and customer notes;
• manage customer communication across channels and connected systems;
• create and manage user accounts;
• process subscription registrations, billing, and payments;
• provide onboarding, support, and customer service;
• respond to enquiries and demo requests;
• send service updates and account notices;
• send marketing communications where permitted;
• improve our website, products, automations, and customer experience;
• monitor usage, performance, and reliability;
• detect abuse, fraud, security risks, or prohibited use;
• comply with legal, regulatory, tax, accounting, and compliance obligations;
• maintain communication consent, opt-in, and opt-out records.

We only use personal information for legitimate business purposes related to ONVEO, the services requested, or as otherwise permitted by law.

6AI Receptionist, Call Recording, Transcripts, and Summaries

ONVEO may use artificial intelligence and automation to answer calls, respond to messages, collect information, qualify enquiries, assist with bookings, summarize conversations, and trigger follow-up workflows.

Depending on the configuration selected by the business customer, ONVEO may process:

• live call audio;
• call recordings;
• call transcripts, where enabled;
• AI-generated summaries;
• customer intent;
• appointment details;
• follow-up actions;
• message history;
• conversation outcomes.

Call recordings are included on ONVEO plans and are stored for up to 90 days, after which they are deleted in the ordinary course unless a longer period is required by law or agreed in writing.

Call transcription is an optional feature that may be available where enabled on your plan or provided on request, and may be subject to additional fees and to technical and legal availability.

Call recording, call monitoring, AI disclosure, and consent requirements vary by location and industry. Businesses using ONVEO are responsible for ensuring that callers and customers receive any required disclosures and that any call recording, transcription, AI use, or automated communication is lawful in the locations where they operate.

Businesses should obtain legal advice before using call recording, AI calling, or automated communication in regulated industries or jurisdictions.

7SMS, WhatsApp, Email, and Messaging Communications

ONVEO may send or help businesses send service-related and, where permitted, marketing-related communications through SMS, WhatsApp, email, website chat, or similar channels.

These communications may include:

• appointment confirmations;
• appointment reminders;
• missed call follow-ups;
• enquiry responses;
• service updates;
• account notifications;
• onboarding messages;
• support messages;
• customer follow-ups;
• promotional messages, where legally permitted and consent has been obtained.

7.1 Consent and Opt-In

You may receive messages from ONVEO if you:

• submit a form and provide consent;
• start a subscription;
• book a demo;
• contact us directly;
• request information;
• become a customer;
• communicate with a business using ONVEO and provide consent where required.

Businesses using ONVEO are responsible for obtaining and maintaining valid consent from their own customers, callers, leads, and contacts before sending marketing or other regulated communications.

7.2 SMS Opt-Out

You may opt out of SMS messages at any time by replying STOP. After you send STOP, you may receive a confirmation message, and you will no longer receive SMS messages from that sender unless you opt in again. For help, you may reply HELP.

Message frequency may vary. Message and data rates may apply depending on your mobile carrier. Carriers are not responsible for delayed or undelivered messages.

7.3 Important Notice Regarding SMS and Mobile Opt-In Data

ONVEO does not sell, rent, trade, or share SMS opt-in data, mobile numbers, messaging consent records, or text messaging originator opt-in information with affiliates or third parties for their own marketing or promotional purposes.

SMS opt-in data and consent records are used only to deliver requested communications, operate ONVEO services, maintain compliance records, and support service-related messaging.

We may share limited SMS-related information with service providers only where necessary to deliver messaging services, manage opt-outs, maintain compliance, prevent abuse, or operate the ONVEO platform.

8Cookies, Pixels, and Tracking Technologies

ONVEO may use cookies, pixels, analytics tools, advertising tools, and similar technologies to:

• operate our website;
• remember preferences;
• understand website traffic;
• measure advertising performance;
• improve website experience;
• personalize content;
• detect fraud or abuse;
• retarget website visitors with relevant advertising.

These technologies may be provided by platforms such as analytics providers, advertising platforms, website tools, CRM platforms, and communication tools.

You can control or disable cookies through your browser settings. Some website features may not work properly if cookies are disabled.

9When We Share Information

We do not sell personal information.

We may share personal information only where necessary for legitimate business, service, legal, or operational purposes, including with:

9.1 Service Providers

We may share information with trusted service providers that help us operate ONVEO, such as:

• website hosting providers;
• cloud infrastructure providers;
• CRM and automation platforms;
• phone and voice service providers;
• SMS and messaging providers;
• WhatsApp and Meta-related service providers;
• email service providers;
• calendar and scheduling tools;
• payment processors;
• analytics providers;
• advertising platforms;
• customer support tools;
• AI infrastructure providers;
• security and fraud prevention providers;
• professional advisers (legal, accounting, compliance).

These providers may only access information as needed to provide services to us and are expected to protect information appropriately.

9.2 Business Customers

Where ONVEO processes information on behalf of a business customer, we may share call details, lead information, bookings, summaries, transcripts (where enabled), customer details, and communication records with that business customer and its authorized users.

9.3 Legal and Compliance Reasons

We may disclose information if required or permitted by law, regulation, court order, subpoena, government request, law enforcement request, or legal process.

We may also disclose information where necessary to protect the rights, safety, property, security, or integrity of ONVEO, our customers, users, service providers, or the public.

9.4 Business Transfers

If ONVEO is involved in a merger, acquisition, financing, restructuring, sale of assets, or similar business transaction, personal information may be transferred as part of that transaction, subject to appropriate confidentiality protections.

9.5 With Consent

We may share information with your consent or at your direction.

10International Data Transfers

ONVEO is based in Australia, but some service providers, infrastructure providers, support providers, communication platforms, or technology partners may store or process information outside Australia.

These countries may include, depending on the providers used:

• Australia;
• United States;
• United Kingdom;
• countries in the European Economic Area;
• Canada;
• Singapore;
• New Zealand;
• India;
• Pakistan;
• other countries where our service providers or support personnel operate.

Where we disclose personal information overseas, we take reasonable steps to ensure that appropriate safeguards are in place, where required by applicable law.

11Data Security

We take reasonable technical, organizational, and administrative measures to protect personal information from misuse, interference, loss, unauthorized access, modification, or disclosure.

These measures may include:

• secure website transmission;
• access controls;
• account authentication;
• restricted system permissions;
• encryption where appropriate;
• monitoring and logging;
• staff and contractor confidentiality obligations;
• vendor security reviews where appropriate;
• backup and recovery processes;
• security updates and risk management practices.

However, no method of transmission or electronic storage is completely secure. We cannot guarantee absolute security.

12Data Retention

We retain personal information for as long as reasonably necessary to provide ONVEO services, manage accounts, comply with legal obligations, resolve disputes, enforce agreements, prevent fraud, maintain security, and support legitimate business purposes.

Retention periods may vary depending on:

• the type of information;
• the nature of the service;
• customer account status;
• legal and accounting requirements;
• billing and tax obligations;
• compliance requirements;
• dispute or security needs;
• the settings selected by the business customer.

Call recordings are stored for up to 90 days, after which they are deleted in the ordinary course unless a longer period is required by law or agreed in writing. Call transcripts (where enabled), AI summaries, messages, and customer communication records may be retained for service, support, compliance, quality, and business record purposes unless deleted earlier according to account settings, customer instructions, or applicable law.

13Customer Responsibilities

Businesses using ONVEO are responsible for ensuring that their use of ONVEO complies with applicable laws, regulations, platform policies, and industry requirements.

This includes responsibility for:

• obtaining valid customer consent where required;
• providing required call recording or AI disclosures;
• complying with SMS, email, WhatsApp, telemarketing, and marketing rules;
• honoring opt-out requests;
• ensuring customer data is collected lawfully;
• ensuring sensitive information is handled appropriately;
• configuring scripts, workflows, and automations accurately;
• ensuring appointment, pricing, emergency, cancellation, and service information is correct;
• complying with healthcare, dental, wellness, financial, legal, or other regulated-industry obligations where applicable;
• ensuring staff and authorized users handle customer data responsibly.

ONVEO provides tools to support customer communication and automation, but each business remains responsible for its own legal and compliance obligations.

14Direct Marketing

We may send marketing communications about ONVEO where permitted by law.

You can opt out of marketing emails by using the unsubscribe link in the email or by contacting us directly. You can opt out of SMS messages by replying STOP.

Even if you opt out of marketing messages, we may still send service-related messages, such as account notices, billing notices, security alerts, appointment-related messages, support responses, and important service updates.

15Your Rights and Choices

Depending on your location and applicable law, you may have rights to:

• request access to personal information we hold about you;
• request correction of inaccurate or incomplete information;
• request deletion of certain information;
• object to or restrict certain processing;
• withdraw consent where processing is based on consent;
• opt out of marketing communications;
• opt out of SMS messages;
• request information about how your data is handled;
• make a privacy complaint.

We may need to verify your identity before responding to a request.

In some cases, we may be unable to delete or provide access to certain information if we need to retain it for legal, security, billing, dispute resolution, fraud prevention, or legitimate business reasons.

16Privacy Complaints

If you have a concern about how ONVEO handles your personal information, please contact us first so we can review and respond.

Please include your name, contact details, and a clear description of your concern. We will aim to respond within a reasonable time.

If you are not satisfied with our response, you may have the right to contact the relevant privacy regulator in your jurisdiction, such as the Office of the Australian Information Commissioner in Australia.

17Third-Party Links and Services

Our website or services may link to third-party websites, platforms, payment processors, communication providers, or integrations.

We are not responsible for the privacy practices, security, or content of third-party services. You should review the privacy policies of any third-party services you use or connect with ONVEO.

18Children's Privacy

ONVEO is intended for business use and is not directed to children.

We do not knowingly collect personal information from children under 16. If we become aware that we have collected personal information from a child without appropriate consent, we will take reasonable steps to delete it.

Businesses using ONVEO must not use the service to intentionally collect information from children unless they have the legal authority and required consent to do so.

19Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be posted on our website with the updated effective date.

If we make material changes, we may notify users by email, website notice, account notice, or another appropriate method.

Your continued use of ONVEO after the updated Privacy Policy becomes effective means you accept the updated policy.

20Contact Us

If you have questions about this Privacy Policy or how your personal information is handled, contact us at: