Privacy Policy

1. What Ellie does

Ellie answers phone calls on behalf of a business, using AI voice technology to handle enquiries and book, reschedule or transfer appointments. Account holders configure Ellie's behaviour (business hours, services, FAQs) through a web dashboard. Ellie then answers real calls from that business's own customers.

2. Information we collect

From account holders (businesses using Ellie):

• Name, email address, and login credentials
• Business details you provide (business name, description, address, hours, services, pricing, FAQs)
• Phone numbers used to route calls and send SMS
• If connected, Google Calendar access tokens (stored encrypted) used to check availability and create events

From callers (a business's own customers, calling Ellie):

• Phone number, and name if given during the call
• Call audio recordings and text transcripts
• Anything volunteered during the call needed to complete a booking — service requested, appointment time, and any notes the caller shares (e.g. a preference or accessibility need)

3. Important notice about call recording

Calls answered by Ellie are recorded and transcribed so the business can review them and so Ellie can function. Recording phone calls has legal consent requirements that vary by Australian state and territory. It is the account holder's (business's) responsibility to ensure callers are properly notified that calls may be recorded, in line with applicable law — not Ellie's.

4. How we use information

We use the information above to:

• Operate the AI receptionist — answering calls, checking availability, and booking, rescheduling or transferring appointments
• Send booking confirmations and updates by SMS
• Show account holders their own call history, recordings, transcripts, appointments, and usage analytics
• Maintain and improve the reliability of the service
• Meet our own legal and accounting obligations

We do not sell personal information to third parties.

5. Third-party service providers

We rely on the following providers to deliver Ellie. Each processes data on our behalf under their own terms:

• Vapi — voice AI platform that answers calls, generates recordings, transcripts and call summaries
• Twilio — telephony and SMS delivery
• Google — Calendar access (only if an account holder chooses to connect it), used to check real-time availability and create events
• Supabase — database hosting and account authentication

These providers may store or process data outside Australia. By using Ellie, you acknowledge information may be transferred internationally as a result.

6. Data security

We take reasonable technical measures to protect information, including encrypting stored Google access tokens. No method of electronic storage or transmission is completely secure, and we cannot guarantee absolute security.

7. Data retention

We retain account and call data for as long as an account remains active, plus a reasonable period afterwards for legal, accounting, or dispute-resolution purposes. Call recordings and transcripts are also subject to the retention policies of our voice AI provider, Vapi.

8. Your rights

Under the Australian Privacy Principles, you may request access to, correction of, or deletion of personal information we hold about you, subject to legal exceptions. Contact us using the details below to make a request.

9. Cookies

The Ellie dashboard uses essential cookies to keep account holders signed in securely. We don't use advertising or third-party tracking cookies.

10. Children's privacy

Ellie is a business tool and isn't directed at children. We don't knowingly collect personal information from children beyond what an adult caller may incidentally mention during a call.

11. Changes to this policy

We may update this policy from time to time. Material changes will be reflected by updating the date at the top of this page.

12. Contact us

For privacy questions or requests, contact: Anupama Dilshan Withanage, ABN 11 685 248 475, South Australia, Australia.