Solvea Privacy Policy

This Privacy Policy explains how Solvea Inc. ("Solvea", "we", "us", or "our") collects, uses, discloses, stores, and protects information when you use Solvea's websites, mobile applications, web application, backend services, APIs, AI receptionist, communications tools, and related support services (collectively, the "Service").

Solvea Inc. is located at 160 E Tasman Drive, Suite 202, San Jose, CA 95134, USA. You can contact us at support@solvea.cx.

The Service is designed for business use in the United States, Canada, and the United Kingdom. By using the Service, you acknowledge the practices described in this Privacy Policy.

1. Scope and roles

Solvea provides business phone, messaging, AI receptionist, team inbox, campaign, and workflow tools. Depending on the information involved, Solvea may act in different privacy roles:

• For information about your Solvea account, subscription, support requests, device, and use of our Service, Solvea acts as the business, controller, or organization responsible for that information.
• For information about your customers, leads, callers, contacts, message recipients, team members, and other third parties that you submit to or communicate with through the Service, you are generally the business or controller, and Solvea acts as your service provider or processor.

You are responsible for providing any legally required notices and obtaining any legally required consents from the people you call, message, record, import, or otherwise process through the Service.

2. Information we collect

2.1 Account, profile, and authentication information

We collect information you provide when you create, access, or manage a Solvea account, including:

• Name, display name, email address, phone number, avatar, role, and business or workspace name.
• Login credentials, such as password hashes, session cookies, authentication tokens, and one-time verification code records.
• Account activity records, such as sign-up date, login time, last active time, IP address, user agent, device information, and legal acceptance records.
• Support messages, feedback, and communications you send to Solvea.

We do not store your plaintext password.

2.2 Workspace, team, and business information

When you create or join a Solvea workspace, we may collect:

• Tenant or workspace name, team member names, roles, invitations, invitee contact information, and workspace settings.
• Business phone numbers, caller IDs, routing rules, business hours, AI answering rules, voicemail settings, notification settings, and usage preferences.
• Trust, carrier, or registration information required for phone number reputation, SHAKEN/STIR, SMS registration, A2P 10DLC, or similar carrier programs. This may include business name, legal name, address, region, website, tax or registration identifiers where required, authorized representative details, and carrier review status.

2.3 Phone numbers, contacts, recipients, and customer records

We collect and store information needed to provide calling, SMS, inbox, and campaign features, including:

• Solvea phone numbers you select, purchase, bind, or use.
• Customer and contact records you create or import, such as names, phone numbers, email addresses, notes, tags, and related conversation history.
• Recipient lists for outbound calling, SMS, or campaign features.
• Call routing metadata, sender numbers, recipient numbers, campaign settings, and opt-out status.

If you use the iOS contact picker, only the contacts you select are imported. If you use Android device contact import, we request the device contacts permission and upload only the contacts you choose to import.

2.4 Communications content and metadata

When you use Solvea to communicate, we process communications data such as:

• Inbound and outbound call metadata, including phone numbers, timestamps, duration, status, routing path, call IDs, hang-up reason, and call disposition.
• Call audio and recordings where recording is enabled or required for AI receptionist, transcript, summary, quality, dispute, or compliance features.
• Voicemail audio, live translation audio, transcribed text, speaker labels, summaries, action items, and AI-generated notes.
• SMS message bodies, delivery status, sender and recipient numbers, opt-out keywords, HELP/INFO responses, and moderation outcomes.
• Email, live chat, WhatsApp, or other connected-channel messages if you enable those channels or integrations.
• Inbox tickets, conversation subjects, tags, read or archived state, attachments, customer timeline entries, and internal notes.

We do not use call recordings, transcripts, SMS bodies, email bodies, or customer communications to train AI or machine-learning models.

2.5 AI agent, prompt, and knowledge information

When you configure AI features, we collect and process:

• AI agent names, personas, prompts, instructions, voice selections, language settings, and business rules.
• Knowledge base materials, business FAQs, scripts, sample responses, and workflow instructions you provide.
• AI conversation inputs and outputs, including tool calls, generated summaries, suggested replies, moderation decisions, and escalation decisions.
• Test calls, demo calls, and WebCall sessions you initiate.

AI outputs may be processed by third-party AI, speech-to-text, text-to-speech, and voice infrastructure providers solely to provide the Service.

2.6 Integrations and connected services

If you connect third-party services, we may collect and process information needed to operate those integrations, such as:

• OAuth tokens, integration account IDs, workspace IDs, channel IDs, mailbox metadata, calendar metadata, labels, folders, and authorization scopes.
• Email channel metadata and message content for connected Gmail, Outlook, or other email channels.
• Commerce, CRM, helpdesk, calendar, spreadsheet, notification, or workflow data that you authorize Solvea to access, such as from Shopify, Google, Microsoft, Slack, HubSpot, or similar providers.

We process integration data only as needed to provide the connected feature and according to your configuration.

2.7 Payments, subscriptions, credits, and billing

We collect and process billing-related information such as:

• Subscription plan, billing cycle, entitlement status, renewal status, trial status, credits granted, credits used, top-up purchases, invoices, taxes, and refund or chargeback status.
• Transaction identifiers and purchase tokens from Apple App Store, Google Play, Stripe, or other payment processors.
• Limited billing metadata, such as billing email, country, currency, invoice status, and payment method summaries where made available by the payment provider.

We do not receive your full credit card number from Apple, Google, or Stripe.

2.8 Device, app, website, and diagnostic information

We collect technical information to operate, secure, debug, and improve the Service, including:

• Device model, operating system, app version, browser type, locale, timezone, IP address, user agent, and network diagnostics.
• APNs, PushKit, FCM, Twilio Voice, or other device tokens used for push notifications, inbound call routing, and device registration.
• Logs, crash reports, performance metrics, request IDs, trace IDs, error messages, and fraud or abuse signals.
• Cookie, session, and local storage identifiers used for authentication, security, preferences, and service functionality.

We do not sell this information or use it for cross-context behavioral advertising.

2.9 Permissions you may grant

Depending on your device and the features you use, Solvea may request:

• Microphone access for voice calls, AI receptionist testing, WebCall, live translation, and audio routing.
• Notification, APNs, PushKit, FCM, full-screen intent, or VoIP permissions for incoming calls, call alerts, messages, and service notifications.
• Contacts access or contact picker access for optional contact import.
• Bluetooth or audio routing permissions for headsets and call audio.
• Battery optimization exemptions on Android to improve reliability of inbound call delivery.
• Camera access only if a video-capable communication flow or related SDK feature requests it.

You can control these permissions through your device settings. Some Service features may not work if required permissions are denied.

3. How we use information

We use information to:

• Create, authenticate, secure, and support your account.
• Provide business phone numbers, inbound calls, outbound calls, SMS, voicemail, live translation, team inbox, contact management, campaigns, and connected-channel communications.
• Run AI receptionist features, generate transcripts, summaries, suggestions, and action items, and route calls according to your settings.
• Provision, configure, and release phone numbers through telecommunications providers.
• Process subscriptions, credits, usage metering, invoices, renewals, refunds, and entitlement checks.
• Register devices for push notifications, inbound calls, and service alerts.
• Provide customer support, respond to requests, and troubleshoot issues.
• Prevent spam, fraud, abuse, security incidents, carrier violations, and unlawful use.
• Moderate outbound SMS, campaign content, AI prompts, and other content for compliance with our Terms and carrier rules.
• Comply with laws, tax obligations, accounting obligations, lawful requests, carrier requirements, and regulatory programs.
• Improve reliability, performance, product quality, and user experience.

We do not sell personal information. We do not share personal information for cross-context behavioral advertising. We do not use customer communications content to train AI models.

4. How we disclose information

We disclose information only as needed for the purposes described in this Privacy Policy.

4.1 Service providers and subprocessors

We use service providers and subprocessors for hosting, database storage, object storage, telecommunications, push notifications, SMS, email delivery, billing, analytics, diagnostics, support, AI, speech processing, and integrations. These may include:

• Telecommunications and communications providers, such as Twilio.
• Push notification and mobile platform providers, such as Apple APNs, PushKit, Google FCM, Apple App Store, and Google Play.
• Payment processors, such as Apple, Google, Stripe, and related billing infrastructure.
• Cloud, storage, database, and email providers, including AWS services such as SES, Pinpoint, and S3 where used.
• AI, speech-to-text, text-to-speech, voice, and transcription providers, such as OpenAI, Soniox, Cartesia, Vapi, Deepgram, Anthropic, or similar providers where configured.
• Integration providers you connect, such as Google, Microsoft, Shopify, Slack, HubSpot, or other tools you authorize.
• Observability, security, support, and error-reporting providers.

These providers may process information only for the purposes of providing services to Solvea or to you.

4.2 Team and workspace sharing

If you are part of a Solvea workspace, information associated with that workspace may be visible to other authorized workspace members, including phone numbers, contacts, AI agents, inbox tickets, call history, message history, transcripts, summaries, campaign lists, usage, and billing status, depending on roles and permissions.

4.3 Legal, safety, and business transfers

We may disclose information if we believe it is necessary to:

• Comply with law, legal process, regulatory requests, carrier requirements, or court orders.
• Enforce our Terms of Use or protect the rights, safety, and security of Solvea, users, customers, recipients, providers, or the public.
• Detect, investigate, or prevent fraud, abuse, spam, security incidents, or unlawful activity.
• Complete a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets, subject to appropriate confidentiality protections.

5. Retention

We retain information for as long as reasonably necessary to provide the Service, comply with law, resolve disputes, enforce agreements, maintain security, support carrier compliance, and keep required business records.

When you delete your account, we delete or de-identify personal information within a reasonable period, subject to legal, billing, tax, security, fraud-prevention, telecommunications, backup, and compliance requirements.

6. Account deletion and subscription cancellation

You can request account deletion in the app where available or by emailing support@solvea.cx.

Account deletion does not automatically cancel subscriptions or purchases handled by Apple App Store, Google Play, Stripe, or another payment provider. You must cancel your subscription through the same channel where you purchased it, such as Apple ID Subscriptions, Google Play Subscriptions, or your Solvea billing portal where available.

Deleting your account may release Solvea phone numbers, stop active campaigns, disable routing rules, and remove access for your workspace, subject to applicable retention rules.

7. Call recording, AI disclosure, and communications compliance

Solvea supports call recording, transcription, AI-generated summaries, AI receptionist conversations, live translation, and related features. Laws about recording calls, AI disclosures, telemarketing, SMS, email, and consent vary by jurisdiction.

You are responsible for:

• Telling callers and recipients when calls are recorded, transcribed, summarized, or handled by AI where required.
• Obtaining all required consents from callers, recipients, customers, contacts, and team members.
• Complying with TCPA, TSR, CAN-SPAM, CTIA guidelines, state mini-TCPA laws, CASL, PIPEDA, UK GDPR, PECR, call recording rules, and other laws that apply to your communications.
• Honoring opt-out, STOP, unsubscribe, Do Not Call, quiet-hour, and similar requests.

Where available, Solvea may provide automated recording or AI disclosures and SMS opt-out handling, but these features do not replace your legal responsibilities.

8. Automated processing

The Service may use automated systems to:

• Route calls between AI agents, human team members, voicemail, or other destinations.
• Generate transcripts, summaries, action items, suggested replies, labels, and conversation insights.
• Translate speech or text in real time or after a call.
• Moderate SMS, campaign content, prompts, or other content.
• Detect spam, fraud, account compromise, suspicious usage, carrier-risk behavior, or policy violations.
• Meter usage, apply credits, enforce quotas, and limit features.

You may contact support@solvea.cx to request human review of an automated moderation, suspension, or similar decision where required by applicable law.

9. Your privacy rights

Depending on where you live, you may have rights to:

• Access or receive a copy of personal information we hold about you.
• Correct inaccurate personal information.
• Delete personal information.
• Restrict or object to certain processing.
• Withdraw consent where processing is based on consent.
• Receive information about our disclosures of personal information.
• Appeal or complain about our response to a privacy request.

To exercise privacy rights, email support@solvea.cx. We may verify your identity and authority before responding. We will respond within the period required by applicable law.

9.1 United States and California privacy rights

For U.S. state privacy laws, including the California Consumer Privacy Act as amended by the California Privacy Rights Act, we provide the following disclosures:

• Categories collected: identifiers, contact information, account credentials, commercial information, internet or electronic network activity, device identifiers, communications content, audio data, inferences generated for Service functionality, and professional or business information you provide.
• Sources: you, your workspace, your devices, your customers and recipients, connected services, carriers, payment providers, and Service providers.
• Purposes: the purposes described in Sections 3 and 4.
• Disclosures: the categories of providers and recipients described in Section 4.
• Sale/share: we do not sell personal information and do not share personal information for cross-context behavioral advertising.
• Sensitive personal information: communications content, call recordings, transcripts, account credentials, authentication tokens, and certain carrier registration information are used only to provide, secure, support, and comply with the Service.

California residents may request access, deletion, correction, limitation of sensitive personal information, and information about disclosures. You may also use an authorized agent where permitted by law.

9.2 Canada privacy rights

For users in Canada, you may request access to personal information we hold about you, correction of inaccurate information, information about our privacy practices, and withdrawal of consent where legally available. We may retain information where needed to provide the Service, comply with law, protect against fraud or abuse, complete transactions, or meet telecommunications and business record obligations.

9.3 United Kingdom privacy rights

For users in the United Kingdom, where UK GDPR or the Data Protection Act 2018 applies, our lawful bases may include contract performance, legitimate interests, consent, legal obligation, and processing on your instructions as processor. You may have rights to access, rectification, erasure, restriction, portability, objection, withdrawal of consent, and complaint to the UK Information Commissioner's Office.

Where we transfer UK personal data to the United States or other countries, we use appropriate safeguards where required.

10. International transfers

Solvea is based in the United States and our Service is operated from the United States and other locations where our providers operate. If you use the Service from Canada, the United Kingdom, or elsewhere, your information may be transferred to, stored in, or processed in the United States or other countries that may have different privacy laws from your location.

Where required, we use appropriate safeguards for cross-border transfers.

11. Security

We use reasonable technical, organizational, and administrative safeguards designed to protect information, including encryption in transit, access controls, authentication controls, logging, provider security reviews, and operational monitoring. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

If we confirm a security incident affecting personal information, we will notify affected users and regulators where required by applicable law.

12. Children

The Service is intended for business users and is not directed to children. You must be at least 18 years old, or the age of majority in your jurisdiction, to create a Solvea account unless a parent, guardian, or authorized business representative has validly consented and applicable law permits use.

We do not knowingly collect personal information from children under 13. If you believe a child has provided personal information to us, contact support@solvea.cx and we will take appropriate steps to delete it.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. If changes are material, we will provide reasonable notice, such as through the app, website, email, or other appropriate means. The "Last updated" date shows when this Privacy Policy was last revised.

Your continued use of the Service after an updated Privacy Policy becomes effective means you acknowledge the updated policy.

14. Contact us

For privacy questions, requests, or complaints, contact:

Solvea Inc. 160 E Tasman Drive, Suite 202 San Jose, CA 95134, USA Email: support@solvea.cx