Privacy Policy

Who we are and our role

Naaradh provides an AI voice agent to online stores and other businesses ("merchants"). When a merchant uses Naaradh to call you or to answer your call, the merchant decides why your data is processed (the data fiduciary / controller) and Naaradh processes it on the merchant’s instructions (data processor). For our own website, dashboard accounts and billing, Naaradh is the data fiduciary.

What we process

• Your phone number — stored as a keyed hash for lookups and in encrypted form for dialling; never shown in full to merchant staff.
• Your name and order details that the merchant shares (order number, amount, delivery status, pincode for verification).
• Call recordings and transcripts, and the outcome of the call (for example “confirmed” or “cancel requested”).
• Consent records, do-not-call requests and complaints, kept as legal records.
• For dashboard users: name, email address, sign-in events and actions taken (audit log).

Why

• To confirm, reschedule or cancel an order you placed, or to answer your questions about it.
• To keep a record that proves a call was lawful: disclosure played, calling window respected, consent held where required.
• To bill the merchant (only definitive outcomes and connected support-line minutes are billed).
• To protect people from unwanted calls: suppressions, complaint handling, abuse prevention.

What every call tells you

Every call begins by saying that you are speaking with an automated assistant and that the call is recorded. You can ask to stop at any time; saying you do not want calls adds your number to the business’s do-not-call list immediately.

Where your data is kept

Recordings and transcripts are stored in Google Cloud Storage in Mumbai (asia-south1), encrypted with keys we control. Call metadata (hashed and encrypted numbers, outcomes, consent and suppression records) is stored in a managed PostgreSQL database hosted by Neon in Singapore. We are reviewing whether to move this database to India.

How long

• Recordings and transcripts: 90 days by default; each merchant can set 30–365 days.
• Order details cached to answer support calls: up to 180 days.
• Consent, do-not-call, complaint and billing records: kept as long as the law requires us to prove what happened, even after other data is erased.

Your rights

You can ask the merchant, or us, for access, correction or erasure of your data, and you can withdraw consent. Erasure removes recordings, transcripts, your name and order details; we keep a hashed record that the request was honoured so that you are not called again. To stop all calls from every business using Naaradh, use the do-not-call page.

Grievances: see the Grievance Officer page. We respond within the time the Digital Personal Data Protection Act, 2023 and its rules require.

Sharing

We share data only with the merchant who called you or whom you called, and with the sub-processors listed on the sub-processors page (cloud hosting, voice engine, telephony, email, payments). We do not sell personal data and do not use recordings to train models for anyone else.