Privacy Policy
1. Introduction
VAVAVOICE Limited (‘we’, ‘us’, ‘our’) is committed to protecting personal data and respecting your privacy. This Privacy Policy explains how we collect, use, share, store and protect personal information when you:
• visit our website;
• enquire about, purchase, or use VAVA Voice (‘Services’); or
• call a venue that uses VAVA Voice to answer calls and handle bookings/reservations/ticket enquiries.
This policy is intended to meet our transparency obligations under the UK General Data Protection Regulation (‘UK GDPR’), the Data Protection Act 2018 and, where applicable, the EU GDPR (together, ‘GDPR’).
2. Who We Are
Data Controller: VAVAVOICE Limited
Registered Address: 81, 1 Marketfield Road, Redhill, RH1 1RZ
Contact Email: team@vavavoice.ai
Important note about roles (Controller vs Processor)
Our role depends on the situation:
A) Website visitors and business contacts (e.g. prospects, customers, suppliers)
We are the Data Controller for personal data collected through our website and sales/support interactions.
B) Callers to venues using VAVA Voice
When you call a venue that uses VAVA Voice, the venue/operator is typically the Data Controller for the call content and booking details. We usually act as a Data Processor on their behalf, meaning we process that data under their instructions to provide the service (e.g. answer queries, make/modify/cancel/confirm bookings, transfer calls, send confirmations).
If you have rights requests about a specific call to a venue, you should usually contact that venue first. We will assist the venue where required.
3. The Information We Collect
The categories of personal data we may collect depend on how you interact with us.
3.1 Website visitors and business contacts
• Identification and contact data: name, job title, company name, email address, phone number, postal address.
• Enquiry data: information you submit via forms, demo booking details, and communications with us.
• Technical data: IP address, browser type/version, device information, time zone settings, operating system.
• Usage data: pages visited, clicks, referral source, and interactions with our website.
• Cookie data: where cookies or similar technologies are used (see ‘Cookies’ below).
3.2 Venue users (our customers) and authorised team members
• Account and admin data: login details (where relevant), user roles, permissions, preferences.
• Support data: messages, call examples provided for setup, feedback, configuration and troubleshooting information.
3.3 Callers to venues using VAVA Voice
Depending on what the caller shares, we may process:
• Call metadata: caller number, date/time, call duration, routing/transfer outcome.
• Voice interaction data: audio recordings and/or call transcripts (where enabled).
• Booking/reservation data: date/time requested, party size, ticket types, booking reference, membership/pass details, add-ons, notes relevant to the booking, and the actions taken (book/change/cancel/confirm).
• Communication preferences: confirmations and follow-ups (e.g. via SMS or email) where the venue enables these features.
Special category data
We do not intend to collect special category (sensitive) data (e.g. health data). However, in the leisure/experience context, callers may sometimes share information relevant to accessibility needs. Where sensitive information is provided, it will be processed only where lawful and necessary for the purposes of providing the service, and subject to appropriate safeguards.
4. How We Collect Your Data
We collect personal data in the following ways:
• Direct interactions: when you fill in forms, request a demo, contact us, or engage with sales/support.
• Automated technologies: when you browse our website, we may automatically collect technical and usage data through logs and cookies.
• Voice interaction technologies: where a venue uses VAVA Voice to answer calls, we may capture call audio and/or transcripts and booking-related information to complete the caller’s request.
• Third parties: we may receive limited data from service providers (e.g. analytics, hosting, telephony) or from the venue/operator where needed to configure and deliver the service.
5. Legal Bases for Processing
We only process personal data where we have a lawful basis.
For website visitors and business contacts, our lawful bases typically include:
• Consent: for marketing communications where required; for non-essential cookies where applicable.
• Contract: to provide services to our customers and to take steps at your request (e.g. booking a demo, providing a proposal).
• Legitimate interests: to operate, secure and improve our website and services, manage relationships, prevent fraud and ensure service quality (balanced against your rights).
• Legal obligation: where we must comply with applicable laws and regulations.
For caller data processed for a venue, the venue/operator determines the lawful basis as Data Controller. Our processing is generally based on:
• Performance of a contract with the venue/operator; and
• Processing under the venue/operator’s instructions as their Data Processor.
6. How We Use Your Personal Data
We use personal data for purposes such as:
6.1 Website and business operations (as Controller)
• Responding to enquiries and demo requests.
• Providing proposals, onboarding and customer support.
• Managing billing and administration (where applicable).
• Improving our website, services and customer experience.
• Marketing communications (where lawful and in line with your preferences).
• Security monitoring, fraud prevention and enforcing our terms.
6.2 Providing VAVA Voice to venues (often as Processor)
• Answering inbound calls on behalf of the venue.
• Handling booking workflows: make, modify, cancel and confirm bookings/reservations/tickets, where connected to the venue’s booking system/CRM.
• Capturing and passing key details to the venue team (e.g. for parties, group bookings, membership/pass queries).
• Transferring calls to a venue team member when needed (e.g. complex requests, complaints, escalations).
• Sending operational messages where enabled (e.g. confirmations and reminders).
• Quality assurance and service improvement (e.g. diagnosing misroutes, improving call flows, reducing errors), subject to contractual controls.
7. Disclosure of Your Data
We do not sell or rent your personal data.
We may share personal data with:
• Service providers: hosting, analytics, communications, customer support tools, telephony providers, transcription/AI infrastructure providers, security providers. They process data under contract and only as required to deliver their services.
• Booking system/CRM connections: where enabled by the venue, VAVA Voice may exchange data with the venue’s booking platform or CRM to complete booking actions.
• Professional advisers: legal, accounting, insurance, where necessary.
• Authorities: where required by law, regulation, or to protect rights, safety and security.
• Business transfers: if we restructure, merge, acquire or sell assets, personal data may be transferred as part of that transaction, subject to appropriate safeguards.
8. International Data Transfers
Some of our service providers may process data outside the UK/EEA. Where this occurs, we ensure appropriate safeguards are in place, such as:
• adequacy regulations/decisions; or
• standard contractual clauses and (where required) the UK International Data Transfer Agreement/addendum; and
• additional technical/organisational measures where appropriate.
9. Data Retention
We retain personal data only for as long as necessary for the purposes set out in this policy, including legal, accounting and reporting requirements.
Retention depends on the type of data:
• Website enquiries and business communications: retained for as long as needed to manage the relationship and for record-keeping.
• Customer account/admin data: retained for the duration of the customer relationship, and then for a reasonable period thereafter.
• Call recordings/transcripts and booking interaction logs: retained according to the venue/operator’s configuration and/or contractual arrangements, and deleted or anonymised when no longer needed.
10. Data Security
We implement appropriate technical and organisational measures designed to protect personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. Measures may include access controls, encryption in transit where supported, and least-privilege permissions.
No method of transmission or storage is completely secure. Where a security incident occurs, we will take appropriate steps to investigate and mitigate, and notify relevant parties where legally required.
11. Your Data Protection Rights
Depending on the circumstances and applicable law, you may have rights including:
• Right of access: obtain a copy of your personal data.
• Right to rectification: correct inaccurate or incomplete data.
• Right to erasure: request deletion in certain circumstances.
• Right to restrict processing: limit processing in certain circumstances.
• Right to data portability: receive data in a structured, commonly used format (where applicable).
• Right to object: object to processing based on legitimate interests, and to direct marketing.
• Right to withdraw consent: where we rely on consent, you can withdraw it at any time.
If your request relates to a call to a specific venue using VAVA Voice, the venue/operator may be the Data Controller. We may redirect your request to the relevant venue or assist them in responding.
You also have the right to lodge a complaint with the Information Commissioner’s Office (‘ICO’) in the UK.
12. Contact Us
If you have questions about this Privacy Policy, or want to exercise your rights, contact:
VAVAVOICE Limited
81, 1 Marketfield Road, Redhill, RH1 1RZ
Email: team@vavavoice.ai
13. Children’s Privacy
Our services are not directed to children, and we do not knowingly collect personal data from children under 16. If you believe a child has provided personal data to us, please contact us and we will take appropriate steps.
14. Cookies
We may use cookies and similar technologies on our website to operate the site, understand usage, and improve performance. Where required by law, we will request your consent for non-essential cookies. You can manage cookie preferences through your browser settings and/or our cookie banner (where available).
15. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. The latest version will be posted on our website and the ‘Last updated’ date will be amended accordingly.
Last updated: 20 January 2026Cloned voices are included in each plan if VAVA Voice retains ownership and rights to the cloned voice. If you require client ownership of a clone, add £199 per clone.
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