Privacy policy

Data controller

The controller is Clounix LTD, Bul. Vitosha 25, 1000 Sofia, Bulgaria, VAT BG203224475.

For any privacy request write to info@clounix.net.

The processor for the technical and administrative management of the service is Dragana Dukic, Via Piemonte 45, Biella (Italy), acting on the controller’s instructions.

What data we process

We do not process special categories of personal data under Art. 9 GDPR.

• Account data: name, surname, email, phone, address, VAT or tax number, billing details.
• Service usage data: called and calling numbers, date, time and length of calls, call recordings when the customer turns them on, WhatsApp and SMS messages, agents’ outcomes and notes.
• Callers’ data: phone number and recorded voice, processed on behalf of the customer using the service.
• For wholesalers: their end customers’ data strictly needed to provide the service.
• Technical data: IP addresses, access and system logs, device and browser used.
• Website data: what you write in the contact form and, only with your consent, the cookies described below.

Why we process it

We do not use the data for third-party marketing and we do not carry out automated profiling.

• To provide the phone system, queues, AI voice agents, messaging and reports: performance of the contract.
• To record and store calls when the customer chooses so: performance of the contract, on the customer’s instructions.
• To invoice and meet tax and legal obligations: legal obligation.
• To answer support requests and those sent from the website: performance of the contract or pre-contractual steps.
• To protect the service from abuse, fraud and attacks: legitimate interest.

Google account data

In the portal you can connect one or more Google accounts in Settings › Integrations, or sign in with Google. We only read what the feature you chose needs:

• Sign in with Google: your email address, to recognise your account. We never create new accounts from Google.
• Google Calendar: the list of your calendars, availability and events, to check free times and create the appointments the AI voice agent books on the phone or on WhatsApp.
• Google Ads: your ad accounts, campaigns and their costs, to show you in the portal how much you spend on advertising compared with the conversions your agents record. In the future, only if you turn it on, also to send Google Ads the conversions your agents record.

How we use Google data

• Robottino’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
• We use Google data only to provide and improve the features you see in the portal. We do not sell it, we do not use it for advertising and we do not use it to train artificial intelligence models.
• No person reads your Google data, except with your explicit consent, for security reasons or to comply with the law.
• The access granted by Google is stored encrypted. When you disconnect an account in the portal we delete it and ask Google to revoke it.
• You can also revoke access at any time from your Google account, in Google Account › Security › Third-party apps.

Meta and WhatsApp data

If you connect a WhatsApp Business number, messages go through Meta Platforms. We process messages, numbers and contact names only to show them in the portal, let your agents or the AI voice agent handle them and keep their history. The same rules apply: no selling, no advertising, deletion on request.

How long we keep it

• Call recordings: 7 days, then they are deleted.
• Account data: as long as the account is active, then for the time required by legal and tax obligations.
• Technical logs: for the minimum time needed for security and operation.
• Access to Google and Meta accounts: as long as the account stays connected.

Who we share it with

Data is processed by authorised staff and by the providers we need to run the service, each bound by a data processing agreement:

• cloud infrastructure: DigitalOcean, Amazon Web Services, Google Cloud;
• messaging: Meta Platforms, for WhatsApp Business;
• artificial intelligence: OpenAI, only if you use AI voice agents;
• payments: Stripe and PayPal, for credit top-ups.

Transfers outside the European Union

Some providers, for example OpenAI, process data outside the EU. In these cases the transfer relies on the safeguards required by the GDPR, such as the European Commission’s standard contractual clauses.

How we protect it

In case of a personal data breach we notify the supervisory authority and, where required, the people involved, explaining what happened and what we did.

• access limited to what is needed and strong credentials for staff;
• encryption of communications between systems and, where possible, of stored data;
• firewalls and continuous traffic monitoring;
• regular backups, restore tests and disaster recovery procedures;
• logging of access and relevant operations;
• constant security updates, risk analyses and periodic checks, also by qualified third parties;
• staff training and procedures to handle incidents and data breaches.

Your rights

You can ask to access your data, correct it, delete it, restrict its processing, receive it in a portable format and object to its processing. Write to info@clounix.net: we reply within 30 days.

If you believe the processing breaks the law you can lodge a complaint with a supervisory authority: in Bulgaria the Commission for Personal Data Protection, in Italy the Garante per la protezione dei dati personali, or the one of the country where you live or work.

Website cookies

The website uses technical cookies, needed to run it and to remember your cookie choice. Any statistics or advertising cookies are turned on only if you accept them from the banner, and you can change your mind at any time.

Changes to this policy

If we change this policy we update the date at the top of the page. For important changes we notify customers by email or in the portal.