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Privacy Policy

IPVoice Ltd (“IPVoice”, “we”, “our”, or “us”) is committed to protecting your privacy and ensuring that your personal information is handled securely and transparently.

This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you use:

  • The IPVoice Cloud PBX Platform
  • IPVoice Mobile / Desktop App
  • Our websites
  • Customer portals
  • APIs
  • Support services
  • Any related communications services provided by IPVoice Ltd.

By accessing or using our services, you acknowledge that you have read and understood this Privacy Policy.

Who We Are

IPVoice Ltd provides cloud-hosted telecommunications and unified communications services to businesses and service providers.

Our services include hosted PBX, SIP trunking, messaging, video calling, conferencing, mobile applications and related communication technologies.

For the purposes of UK data protection law, IPVoice Ltd is the Data Controller for the personal information described within this Privacy Policy unless otherwise stated.

Information We Collect

Depending on how our services are used, we may collect the following categories of personal information.

Account Information

When an account is created we may collect:

  • Name
  • Company name
  • Email address
  • Telephone number
  • Business address
  • User extension
  • Username
  • Authentication information

This information is necessary to provide communications services and manage your account.

Extension Information

If you use password recovery or account verification services we may collect:

  • Extension number
  • Email address
  • Login address
  • Domain
  • Device identifiers

This information is used solely for account administration and identity verification.

Communications Data

To provide our communications platform we process information including:

  • Caller ID
  • Called number
  • Extension information
  • Call routing
  • Call duration
  • Call timestamps
  • SIP registration details
  • IP addresses
  • Device identifiers

This information is required to deliver telephony services and maintain network security.

Call Detail Records (CDRs)

Call Detail Records may include:

  • Source number
  • Destination number
  • Source name
  • Destination name
  • Call duration
  • Ring time
  • Call status
  • IP addresses
  • Trunk used
  • Extension details

CDRs are used for:

  • Billing
  • Reporting
  • Diagnostics
  • Fraud prevention
  • Service management

Call Recordings

Call recording is disabled by default.

Where enabled by your organisation, recordings may contain:

  • Audio conversations
  • Telephone numbers
  • IP addresses
  • Call metadata

Customers retain control over recording retention and deletion.

Voicemail

Where voicemail is enabled we may process:

  • Caller information
  • Audio recordings
  • Voicemail transcriptions (if enabled)

Messaging

If messaging services are enabled we may process:

  • Instant messages
  • Images
  • Documents
  • Voice notes
  • Shared files

Users remain responsible for content transmitted through the platform.

Contacts

Local Contacts

With your permission, IPVoice Mobile may access contacts stored on your device to improve your calling experience.

Company Contacts

Administrators may maintain centrally managed company directories including:

  • Name
  • Company
  • Email
  • Telephone numbers
  • Mobile numbers
  • Addresses

Device Information

We may collect:

  • Device model
  • Operating system
  • Application version
  • Device identifiers
  • Crash reports
  • Performance diagnostics

Camera, Microphone and Device Sensors

With your permission, the application may access:

  • Camera
  • Microphone
  • Accelerometer
  • Proximity sensor
  • Gyroscope
  • Ambient light sensor

These permissions are used solely to support application functionality such as video calls, QR code login and automatic screen orientation.

Push Notifications

Where enabled, push notification services may process:

  • Caller ID
  • Caller name
  • PBX identifier

This allows incoming calls to be delivered while the application is running in the background.

Users may disable push notifications at any time.

CRM and Third-Party Integrations

Where enabled we may integrate with services including:

  • Microsoft 365
  • Microsoft Entra ID
  • Active Directory
  • Salesforce
  • HubSpot
  • Zoho CRM
  • Zendesk
  • Other supported third-party applications

Only information necessary to provide the requested integration is processed.

AI Features

Certain optional services use Artificial Intelligence, including:

  • Call transcription
  • Call summaries
  • Voicemail transcription
  • Text-to-Speech

These features are disabled by default.

When enabled, relevant audio recordings or text may be securely processed by trusted third-party AI providers solely to deliver the requested functionality.

IPVoice does not use customer communications to train publicly available AI models unless explicitly agreed.

How We Use Your Information

We use personal information to:

  • Deliver communications services
  • Authenticate users
  • Route calls
  • Provide messaging
  • Maintain customer accounts
  • Process billing
  • Monitor service performance
  • Detect fraud
  • Improve security
  • Provide customer support
  • Comply with legal obligations
  • Develop and improve our services

Lawful Basis for Processing (Article 6 UK GDPR)

IPVoice Ltd processes personal information only where there is a lawful basis under Article 6 of the UK GDPR.

Performance of a Contract

Processing is necessary to:

  • Deliver hosted PBX services
  • Provide messaging and calling
  • Authenticate users
  • Maintain customer accounts
  • Provide technical support
  • Process billing

Legitimate Interests

We process information to:

  • Protect our systems
  • Prevent fraud
  • Monitor service quality
  • Improve reliability
  • Diagnose faults
  • Develop new services
  • Maintain network security

Legal Obligation

Processing may be necessary to comply with:

  • UK law
  • Regulatory obligations
  • Court orders
  • Law enforcement requests
  • Financial record keeping

Consent

Certain optional services rely on your consent, including:

  • AI-powered features
  • Marketing communications
  • Analytics cookies
  • Optional integrations

You may withdraw your consent at any time.

International Data Transfers

Some of our trusted service providers operate outside the United Kingdom.

These providers may include:

  • Amazon Web Services (AWS)
  • Microsoft Azure
  • Microsoft 365
  • Google Cloud
  • OpenAI (where AI features are enabled)
  • CRM providers
  • Helpdesk providers
  • Push notification providers

Where personal information is transferred internationally, IPVoice Ltd ensures appropriate safeguards are in place including:

  • UK International Data Transfer Agreement (IDTA)
  • UK Addendum to Standard Contractual Clauses
  • UK Adequacy Regulations
  • Other legally recognised transfer mechanisms

Data Retention

We retain personal information only for as long as necessary to:

  • Deliver services
  • Meet contractual obligations
  • Comply with legal requirements
  • Resolve disputes
  • Enforce agreements

Customers generally control retention of:

  • Call recordings
  • Voicemail
  • Call detail records

through the IPVoice administration portal.

Data Security

IPVoice employs industry-standard technical and organisational security measures including:

  • TLS encryption
  • Encryption of stored data where appropriate
  • Access controls
  • Multi-factor authentication
  • Security monitoring
  • Vulnerability management
  • Backup and disaster recovery
  • Audit logging

While no system can guarantee complete security, we continually review and improve our security controls.

Cookies and Analytics

Our websites and applications may use cookies and similar technologies.

Cookies may be used for:

  • Authentication
  • Security
  • Session management
  • Remembering preferences
  • Performance monitoring
  • Website analytics

Where legally required, we obtain your consent before placing non-essential cookies.

Analytics information may be collected to understand how our services are used and to improve functionality.

You may manage cookie preferences through your browser or our cookie management tools where available.

Your Rights Under UK GDPR

You have the right to:

  • Be informed
  • Access your personal information
  • Request correction of inaccurate information
  • Request deletion of personal information
  • Restrict processing
  • Object to processing
  • Data portability
  • Rights relating to automated decision making

Requests should be submitted using the contact details below.

We aim to respond within one calendar month.

Children’s Privacy

Our services are intended for businesses and adults.

We do not knowingly collect personal information from children under the age required by applicable law without appropriate consent.

Third-Party Services

Our services may integrate with third-party providers.

Each provider operates under its own privacy policy and terms of service.

We encourage users to review those policies before enabling integrations.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will always be published on our website together with the effective date shown at the top of this page.

Where required by law, we will notify users of material changes.

Complaints

If you have concerns regarding how we process your personal information, please contact us first so we can attempt to resolve the issue.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

Information Commissioner’s Office

Website: https://ico.org.uk

Telephone: 0303 123 1113

Address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

Contact Us

If you have any questions about this Privacy Policy or our processing of personal information, please contact:

IPVoice Ltd

Email: support@ipvoice.uk

Website: https://www.ipvoice.uk

If IPVoice Ltd appoints a Data Protection Officer (DPO), this Privacy Policy will be updated with their contact details.