Privacy Policy for Juniors:
Automated AI Voice Calls

This Privacy Policy describes how HERPENZA TECHNOLOGIES PRIVATE LIMITED (“we,” “us,” or “our”) collects, uses, and discloses information in connection with Juniors: Automated AI Voice Calls (“the App”), a Shopify application that provides automated AI voice call services for order confirmations and customer support.

Contact Information

1. Information We Collect

1.1 Through Shopify’s APIs

• Customer conversation data and interaction history
• Customer names (when provided and consented to)
• Phone numbers and order details
• Email addresses (for conversation tracking and identification)
• Page visit context (which pages customers interact with)
• Voice interaction data and call recordings
• IP addresses and device information for security purposes

1.2 Directly from Merchants

• Merchant account information
• Voice call configurations and scripts
• Widget placement preferences
• Usage analytics and settings
• App configuration data
• Billing and payment information

1.3 From Store Customers

• Voice inputs during calls
• Call interaction data
• Time and duration of interactions
• Customer queries and responses
• Order confirmation details
• Browser user agent strings
• IP addresses for spam detection and security

1.4 Automatically Collected Information

Whenever you interact with our Services, we automatically receive and record information on our server logs from your browser or device, which may include:

• IP address
• Device identification
• “Cookie” information
• Browser type and device information
• The page or feature you requested
• Call quality metrics
• Network connection information

2. How We Use Information

We use the collected information solely for the following purposes:

• Providing the core functionality of the App (automated voice calls)
• Processing and confirming orders
• Handling customer support inquiries
• Generating appropriate AI responses
• Creating analytics and performance reports
• Improving and optimizing the App’s performance and features
• Training our AI systems to enhance voice recognition and response capabilities
• Troubleshooting technical issues
• Ensuring quality of service
• Maintaining security and preventing fraud
• Personalizing customer experiences based on prior interactions
• Complying with legal obligations
• Sending merchants important notifications about their service

3. Third-Party Service Providers

3.1 Our Technology Partners

The App relies on the following third-party service providers to deliver its core functionality:

• Eleven Labs: We use Eleven Labs’ voice synthesis technology to generate natural-sounding voice responses. Voice data may be processed by Eleven Labs to create the voice outputs used in customer calls.
• OpenAI: We use OpenAI’s artificial intelligence and natural language processing capabilities to understand customer queries and generate appropriate responses. Conversation data may be processed by OpenAI to provide this functionality.
• Plivo: We use Plivo’s telephony services to connect voice calls between the App and your customers. Call metadata and audio may be processed by Plivo to establish and maintain these connections.

We use the collected information solely for the following purposes:

• Providing the core functionality of the App (automated voice calls)
• Processing and confirming orders
• Handling customer support inquiries
• Generating appropriate AI responses
• Creating analytics and performance reports
• Improving and optimizing the App’s performance and features
• Training our AI systems to enhance voice recognition and response capabilities
• Troubleshooting technical issues
• Ensuring quality of service
• Maintaining security and preventing fraud
• Personalizing customer experiences based on prior interactions
• Complying with legal obligations
• Sending merchants important notifications about their service

3.2 Data Processing by Partners

Our partners process data solely for the purpose of providing their respective services to us. They are contractually obligated to maintain the confidentiality and security of the data they process.

3.3 Partner Privacy Policies

Our partners maintain their own privacy policies governing how they process data:
Eleven Labs: elevenlabs.io/privacy
OpenAI: openai.com/privacy
Plivo: plivo.com/privacy

We encourage you to review these policies to understand how our partners handle data.

3.4 Cookies and Similar Technologies

We use cookies and similar technologies to:

• Remember your preferences
• Maintain your login state
• Analyze how you use our services
• Enhance security
• Improve our services

Our cookies may last from one session to one year depending on their purpose. You can manage cookie preferences through your browser settings.

4. Data Retention

• All customer conversation data, voice recordings, transcripts, and call logs are retained for 90 days
• Anonymized analytics data is retained for 90 days
• Merchant configuration data is retained for the duration of app usage
• All data is deleted upon merchant uninstallation after a 30-day grace period
• Comment metadata (if applicable on our website) is retained indefinitely for spam detection purposes

5. Data Security

We implement robust security measures including:

• Encryption of data at rest and in transit
• Regular security audits and penetration testing
• Secure data backups with redundancy
• Access control and multi-factor authentication
• Staff access limitations based on role
• Regular security training for all staff
• Incident response procedures
• Real-time monitoring for suspicious activities
• Physical security for our server environments
• Regular software updates and patch management

6. Data Storage and Transfer

• Data is stored in secure cloud environments using industry-leading providers
• We use TLS/SSL and industry-standard encryption protocols
• International data transfers comply with applicable regulations
• We maintain appropriate data transfer mechanisms including Standard Contractual Clauses
• Data may be processed by our partners (Eleven Labs, OpenAI, and Plivo) in various global locations according to their respective privacy policies
• We implement appropriate safeguards for all cross-border data transfers

7. Information Sharing and Disclosure

7.1 Service Providers

We may share information with third-party service providers who help us operate the App, including:

• Cloud hosting and storage providers
• Voice technology and telephony service providers (Eleven Labs, OpenAI, and Plivo)
• Analytics and monitoring services
• Customer support tools
• Payment processors

These service providers are contractually obligated to use the information only for the purposes of providing services to us and in accordance with this Privacy Policy.

7.2 Legal Requirements

We may disclose information if required to do so by law or in response to valid requests by public authorities (e.g., a court or government agency).

7.3 Business Transfers

If we are involved in a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction. We will notify you of any such change in ownership or control of your personal information.

7.4 With Your Consent

We may share information with third parties when we have your consent to do so.

7.5 Anonymized Information

We may anonymize and aggregate data so that you are not individually identified and provide this information to our partners. We may use this information for industry analysis, demographic profiling, and other business purposes.

8. Customer Consent and Opt-Out

• Customers are informed at the beginning of each call that the call may be recorded
• Clear notice is provided before voice recording begins
• Customers can opt-out of voice interactions at any time by saying “opt out” or similar phrases
• Customers can request data deletion by contacting support
• Calls may be monitored or recorded for quality assurance and training purposes
• You (the merchant) are responsible for providing notice to your customers about the collection and use of their data and for obtaining any necessary consents
• You should ensure that your privacy policy adequately discloses the use of our App for automated voice calls
• In applicable jurisdictions where two-party consent is required for call recording, the App is programmed to obtain explicit consent

9. Your Rights

Merchants and their customers have the right to:

• Access their personal data
• Request data correction
• Request data deletion
• Opt-out of data processing
• Export their data in a machine-readable format
• Lodge a complaint with relevant authorities
• Withdraw consent at any time
• Object to processing in certain circumstances
• Restrict processing in certain circumstances
• Not be subject to automated decision-making in certain circumstances

10. Children’s Privacy

The App is not directed to children under the age of 16, and we do not knowingly collect personal information from children under 16. If we learn that we have collected personal information from a child under 16, we will take steps to delete such information as soon as possible. If you believe we might have inadvertently collected information from a child under 16, please contact us immediately.

11. Changes 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 by:

• Posting the new Privacy Policy on the App’s Shopify listing page
• Sending an email notification to registered merchants
• Displaying a notice in your admin dashboard
• Obtaining renewed consent where required by law

Your continued use of the App after such modifications will constitute your acknowledgment of the modified Privacy Policy.

12. Data Breach Notification

In the event of a data breach, we will:

• Notify affected parties within 72 hours of discovery
• Provide details of the breach and data affected
• Take immediate remedial action to contain and mitigate the breach
• Cooperate with authorities as required
• Provide guidance on steps users can take to protect themselves
• Conduct a thorough post-incident review to prevent future occurrences

13. Region-Specific Privacy Information

13.1 India

If you are located in India, you have rights under the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, including:

• Right to Confirmation and Access: You have the right to confirm whether we process your personal data and to access that data.
• Right to Correction: You have the right to correct inaccurate or incomplete personal data.
• Right to Data Portability: You have the right to receive your personal data in a structured, commonly used format.
• Right to Be Forgotten: You have the right to request the deletion of your personal data in certain circumstances.

Additionally, under the proposed Digital Personal Data Protection Act (when enacted), you may have additional rights regarding your personal data.

We collect, process, and store your personal data in compliance with Indian data protection laws. We implement reasonable security practices and procedures as required by Indian law.

In accordance with Indian data localization requirements, certain categories of personal data may be stored on servers located within India. We comply with all applicable data localization requirements.

13.2 United States

California Residents

If you are a California resident, you have rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA), including:

• Right to Know: You may request information about the personal information we collect, use, disclose, and sell.
• Right to Delete: You may request deletion of your personal information, subject to certain exceptions.
• Right to Correct: You may request correction of inaccurate personal information.
• Right to Opt-Out: You may opt out of the sale or sharing of your personal information.
• Right to Limit Use: You may limit the use and disclosure of sensitive personal information.
• Right to Non-Discrimination: We will not discriminate against you for exercising your rights.

We do not sell personal information as defined by the CCPA/CPRA. We have not sold or shared personal information in the past 12 months.

Other US States

Residents of Colorado, Connecticut, Utah, Virginia, and other states with comprehensive privacy laws may have similar rights to access, delete, correct, or opt out of certain processing of their personal information.

13.3 United Kingdom

If you are located in the United Kingdom, you have rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, including:

• Right to Access: You have the right to know if we process your personal data and to access that data.
• Right to Rectification: You have the right to have inaccurate personal data rectified.
• Right to Erasure: You have the right to have your personal data erased in certain circumstances.
• Right to Restrict Processing: You have the right to request the restriction of processing in certain circumstances.
• Right to Data Portability: You have the right to receive your personal data in a structured, commonly used format.
• Right to Object: You have the right to object to processing based on legitimate interests and direct marketing.
• Rights Related to Automated Decision Making: You have rights related to automated decision making, including profiling.

We process your personal data on the following legal bases:

• To perform our contract with you
• For our legitimate interests
• To comply with legal obligations
• With your consent

You have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.

For transfers of personal data from the UK to countries outside the UK that do not have adequate data protection laws, we implement appropriate safeguards such as:

• Standard Contractual Clauses approved by the UK government
• Binding Corporate Rules
• Derogations for specific situations

13.4 MENA Region

United Arab Emirates: If you are located in the UAE, we process your personal data in accordance with Federal Decree-Law No. 45 of 2021 on Personal Data Protection and applicable regulations.

You have rights including:

• The right to access your personal data
• The right to correct inaccurate data
• The right to restrict or object to processing
• The right to data portability
• The right to erasure in certain circumstances

Saudi Arabia: If you are located in Saudi Arabia, we process your personal data in accordance with the Personal Data Protection Law (PDPL) and its implementing regulations.

You have rights including:

• The right to be informed about the processing of your personal data
• The right to access your personal data
• The right to correct or update your personal data
• The right to request deletion of your personal data
• The right to object to processing in certain circumstances

Other MENA Countries: For users in other MENA countries, we comply with applicable local data protection laws.

We comply with data localization requirements in MENA countries where applicable, including:

• UAE Federal Decree-Law No. 45 of 2021 requirements
• Saudi Arabia’s PDPL requirements
• Other country-specific requirements

For transfers of personal data from MENA countries to other countries, we comply with local requirements for cross-border transfers, including obtaining regulatory approvals where required.

14. Data Processing Addendum

For merchants subject to the UK GDPR, EU GDPR, Indian data protection laws, or data protection laws in MENA countries, we offer a Data Processing Addendum (DPA) that can be executed separately. Please contact us to request our DPA.

15. Customer Data Requests

To submit a data request:

• Email us at support@juniors.ai
• Include your store URL and customer information
• Specify the type of request (access, deletion, etc.)
• We will respond within 30 days

For urgent requests or specific concerns, you may also contact us by phone at +91-8551938995.

16. Voice Call Recording Specific Provisions

16.1 Call Recording Notice

All calls initiated by our system begin with a clear notice that the call is automated and may be recorded. Customers are given the option to opt out immediately.

16.2 Voice Data Processing

Voice recordings are processed to:

• Generate accurate transcripts
• Analyze customer sentiment
• Train our AI models to improve response quality
• Identify common customer issues
• Improve voice recognition accuracy

16.3 Voice Data Storage

Voice recordings are:

• Encrypted during transmission and at rest
• Stored separately from identifying customer information where possible
• Subject to strict access controls
• Automatically deleted after the retention period (90 days)

16.4 Compliance with Telecommunications Laws

Our service complies with:

• Federal and state wiretapping laws
• Two-party consent requirements where applicable
• Telephone Consumer Protection Act (TCPA)
• Federal Communications Commission (FCC) regulations
• International telecommunications regulations

17. Embedded Content and Analytics

Our website and app may include embedded content (e.g., videos, images, articles). Embedded content behaves as if you visited the other website. These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content.

We use analytics tools to understand how our services are used. Analytics providers may collect:

• Pages visited and features used
• Time spent on each page
• Technical information about your device
• Approximate location (country or city level)

18. Questions and Concerns

For any privacy-related questions or concerns, please contact us at: