How we handle
your privacy.

This Privacy Policy describes our procedures for collecting and processing information via our website at voicelabs.co.uk, including its subdomains, and through our conversational AI platform and associated services ("Services").

Additionally, this statement provides clarity on your options regarding the use of your information. This includes your rights to challenge certain uses of your information and how you can view and modify your personal data. Our Website and Services are designed for use by businesses and their representatives, and for processing information about individuals on behalf of our clients. They are not intended for personal, family, or household purposes. If you disagree with this statement, we ask that you refrain from using our Services or interacting with other aspects of our business.

For questions or concerns about how we handle your personal information, you can contact us using the contact details at the end of this Privacy Policy.

1. Our role and functions at Voicelabs

1.1 Who we are

Voicelabs supports local businesses (SMEs) worldwide in delivering advanced voice AI services through our cloud-based conversational AI platform. Our clients use this platform to organise, schedule, and execute telephone customer service calls, bookings/appointments, and surveys using AI. These interactions utilise artificial intelligence to support the client's human decision-making and expand operational capabilities.

1.2 Our commitment to ethical AI

At Voicelabs, we are committed to developing our AI technology in an ethical and transparent manner. We maintain a comprehensive ethical framework that guides our approach to AI development and implementation. This framework is available on our website under "Ethical Framework".

1.3 Our location and collaborations

Voicelabs is based in The Hague, Netherlands, and collaborates with partners, affiliated companies, service providers, and clients worldwide. As an EU-based organisation, we fully comply with the General Data Protection Regulation (GDPR) and other applicable privacy legislation.

1.4 Our role as data controller and processor

1.4.1 When we act as a processor

If you use Voicelabs' Services as an individual on behalf of a business organisation that has engaged us, please note that we collect and process your personal information according to their instructions. In these scenarios, we act as a processor of your personal information, strictly adhering to the instructions of the relevant organisation. If you have questions or concerns about the collection and management of your personal data, we recommend contacting the relevant business organisation directly and consulting their privacy policy for more detailed information.

1.4.2 When we act as a data controller

At Voicelabs, we also act as a data controller for certain data when you visit our website, voicelabs.co.uk, or communicate with us directly. In these cases, we determine the purpose and means of processing your personal data and are directly responsible for compliance with applicable privacy legislation.

2. The types of information we collect about you

2.1 Information you provide to us

When using Voicelabs' Services, you may be asked to share information on behalf of our clients. This may include details such as:

• Your name and contact details
• Information about your relationship with our client
• Responses to questions or submissions in various formats, including audio recordings

2.2 Information we collect automatically

When you visit our website or interact with our services, we automatically collect certain information, including:

2.2.1 Device and computer information: Details about your device, application, or browser type and version, operating system, or time zone settings.
2.2.2 Content interaction data: We track content downloads and playback specifications.
2.2.3 Service usage metrics: This includes usage statistics of our services, occurrence of technical issues, diagnostic reports, your preference settings, backup data, API calls, and other relevant logs.
2.2.4 Online navigation details: We collect data about your online journey through our website, such as the complete URL clickstream to, from, and through voicelabs.co.uk, including date and time; viewed or searched content; page response times; download errors; and interaction details such as scrolling, clicking, and mouse-overs.
2.2.5 Contact information: We record email addresses and telephone numbers used to contact us.
• Cookies and identifiers: We collect identifiers and information in cookies to improve user experience and service quality. More information can be found in our Cookie Policy below.

2.3 Information provided through our support channels

Voicelabs' customer support is an integral part of our Services. If you experience issues, you can contact our support team. This may include providing your contact details, a description of the problem, and relevant supporting materials such as documentation or screenshots to help us resolve your issue efficiently.

2.4 Information we obtain from third parties

Voicelabs may obtain personal information about you from external sources. We ensure that these parties have your consent or are legally authorised to share your information with us. Our collection focuses on data that improves our service quality, such as general geolocation data to determine the state and country from which you visit our site.

3. Use of collected information

3.1 Service-related communication

We use your contact details to send emails about our Services. This includes:

• Scheduling appointments
• Responding to your enquiries and support requests
• Sending important updates, security alerts, and administrative messages

3.2 Research and Development

Our goal is to continuously improve our Services. We analyse usage patterns, feedback, and trends to make our Services more efficient, secure, and user-friendly. Insights from this analysis may be applied across all our Services to drive improvements and new feature development. We may also conduct tests with selected users before broadly implementing new features.

3.3 Voicelabs' Communication tools

Our clients may use the Voicelabs platform for conversations with their customers, including sending SMS/WhatsApp messages. The frequency of these messages varies, and standard message and data rates may apply. Users can text HELP for assistance or reply STOP to opt out. Please note that delivery delays or failures are not the responsibility of the providers.

3.4 Legal and Business Interests

We may use your information to comply with legal obligations, protect our legal rights, and in situations involving audits, regulatory functions, and business transactions such as mergers or acquisitions.

3.5 Safety and Security

Your information is essential for us to protect ourselves against security threats and potential or actual illegal activities, and to ensure compliance with our Service Policy.

4. Sharing of information

4.1 Service providers

We work with external service providers who assist us in delivering and improving our Services. These partners only have access to the information they need to perform their specific tasks. They are contractually bound to strict confidentiality and may not use the information for other purposes.

4.2 Legal Requirements

We may share information if we reasonably believe it is necessary to:

• Comply with legal obligations, regulations, legal processes, or government requests
• Enforce our terms of use and other agreements
• Protect the rights, privacy, safety, or property of Voicelabs, our users, or others
• Detect, prevent, or otherwise address fraud, security issues, or technical problems

4.3 Business Transactions

If Voicelabs becomes involved in a merger, acquisition, reorganisation, sale of assets, or bankruptcy, your information may be part of the transferred assets. We will notify you of such changes in ownership or control of your personal information.

4.4 With Your Consent

We may share your information for other purposes not described in this policy, but only with your express consent.

5. Security and Data Retention

5.1 Security measures

We take extensive technical and organisational measures to protect your information against unauthorised access, loss, or misuse. These measures include:

• Encryption of data in transit and at rest
• Strict access controls and authentication procedures
• Regular security audits and assessments
• Continuous monitoring of our systems for potential vulnerabilities
• Staff training in security practices

5.2 Retention periods

We retain your personal information for as long as necessary to:

• Provide the Services to you
• Comply with our legal obligations
• Resolve disputes
• Enforce our agreements

When we no longer need your personal information for these purposes, we will securely delete or anonymise it.

5.3 Data breaches

In the unlikely event of a data breach that compromises your personal information, we will notify you and the relevant supervisory authorities as soon as possible, in accordance with applicable legislation.

6. Legal basis for data processing in the EEA

For individuals within the European Economic Area (EEA), Voicelabs ensures that the collection and processing of your information is based on legal grounds according to EU legislation. The nature of these legal grounds varies depending on your use of our Services:

• Necessity for Service Provision: We process your data to provide the Services you use. This includes operational needs, customer support, personalisation of features, and ensuring the safety and security of the Services.
• Legitimate Interests: We may use your information for purposes that align with our legitimate interests, such as research and development, marketing, and protecting our legal rights. These interests are carefully balanced against your data protection rights.
• Consent: When you give explicit consent for a specific use of your data, we process your information for that purpose.
• Legal Compliance: We may process your data as required to comply with legal obligations.

You have the right to withdraw consent at any time, although this does not affect processing that has already taken place. Additionally, where we use your data based on legitimate interests, you have the right to object. However, this may affect your ability to use certain Services.

7. International data transfers

Global Collection and Processing: Voicelabs collects information on a global scale. We may transfer, process, and store your data outside your country of residence to locations where we or our external service providers operate, for the purpose of providing you with our Services. This is subject to specific agreements with clients that have data sovereignty requirements. We take robust measures to ensure the protection of your data during these transfers.

Transfers Within Voicelabs Entities: To support our international operations, we may transfer data globally and access data, including in countries where our Voicelabs partners operate. This is in line with the purposes described in this privacy policy, except where specific agreements exist regarding data sovereignty with clients. The countries involved may not have privacy and data protection laws comparable to those in your country. When transferring data within Voicelabs' business partners, we use standard contractual clauses approved by the European Commission to ensure data protection.

Transfers to Third Parties: Some third parties with whom we work, as described in our privacy policy, are located in countries with different privacy and data protection laws than yours. For data subjects in the European Economic Area, we secure these transfers with mechanisms such as standard contractual clauses approved by the European Commission, binding corporate rules for data processors, or other appropriate legal frameworks.

8. Your Rights and Choices

8.1 Access and Control

You have the right to:

• Access your personal information
• Have inaccurate data corrected
• Have your data deleted ('right to be forgotten')
• Object to certain processing of your data
• Receive your data in a structured, common format
• Restrict the processing of your data

8.2 Exercising Your Rights

To exercise your rights or ask questions about our privacy policy, you can contact us via:

8.2.1 Email: privacy@voicelabs.co.uk


We strive to respond to your request within 30 days. In some cases, we may extend this period if necessary, and we will notify you of such an extension.

8.3 Complaints

If you are dissatisfied with how we handle your personal information, you can file a complaint with the Information Commissioner's Office (www.ico.org.uk).

8.4 Updates to this Privacy Policy

We may update this privacy policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any material changes through a notice on our website or by email.

9. Contact Voicelabs

If you have questions or concerns about the use of your personal information, please do not hesitate to contact us using the following contact details:

Voicelabs
The Hague, Netherlands

Email: contact@voicelabs.co.uk

Last updated: 12 May 2025