Privacy Policy
Effective November 4, 2026
Introduction
This Privacy Policy explains how REAK INFOTECH LLP ("we", "our", "us") collects, uses, records, stores, and shares information through ReceptionMonk™, including our website, web dashboard, mobile apps, phone numbers, AI receptionist, IVR, and messaging features (together, the "Service").
1. Who This Policy Covers
Customers and Users
- •Businesses that sign up for ReceptionMonk ("Customers") and the people they add as users, agents, or extensions
Callers and Contacts
- •People who call, message, or are called by a Customer through the Service ("Callers")
- •People whose details a Customer saves as contacts
Website Visitors
- •People who visit our website or submit a contact or waitlist form
2. Our Role
Under the Digital Personal Data Protection Act, 2023 ("DPDP Act"), our role depends on the data:
- →Customer account, billing, and KYC data: we decide how this data is used and act as the Data Fiduciary
- →Caller and contact data (recordings, transcripts, messages, contacts): we process it on behalf of the Customer, who is the Data Fiduciary for their callers and contacts
- →Callers who want to exercise their rights should contact the business they called. We will assist that business, or respond directly where the law requires
3. Information We Collect
Account and Business Information
- •Name, email address, phone number, and business details
- •Users, extensions, departments, and SIP login credentials
- •Support tickets and file attachments you send us
KYC and Verification Information
- •Identity and business documents required for telecom KYC
- •Verification status and related notes
Payment and Billing Information
- •Wallet balance, transactions, orders, invoices, and GST/tax details
- •Payments are processed by our payment partner. We do not store full card or bank account details
Call and Communication Data
- •Call details: caller and called numbers, date, time, duration, routing, and outcome
- •Call recordings of incoming calls, outgoing calls, and voicemails
- •Transcripts, summaries, and AI-generated insights such as caller intent and sentiment
- •Information collected by the AI receptionist or IVR, such as a caller's name, number, and reason for calling
- •SMS and WhatsApp messages and media sent or received through the Service
- •Blocked numbers and IVR or AI receptionist settings
Contacts
- •Contacts you save to your organisation in ReceptionMonk (name, number, email, notes, interaction history, AI summaries)
- •The mobile app reads your device contacts only to show caller names. Device contacts are stored on your device and are not uploaded to our servers unless you save them to your organisation
Device and Technical Data
- •IP address, device and browser information, app version, and system logs
- •Push notification tokens (Firebase Cloud Messaging and Apple Push Notification service)
- •Crash and error reports
- •Usage analytics, including session recordings in our apps and website (see Cookies and Analytics)
Marketing Information
- •Campaign and referral details (such as UTM parameters) and signup offers claimed
4. Call Recording
- •Calls handled through the Service are recorded by default, including incoming calls, outgoing calls, and voicemails
- •Recordings are stored in encrypted cloud storage and are available to the Customer's authorised users in the dashboard and apps
- •Our staff access recordings only when needed to provide support, investigate abuse or faults, comply with law, or improve the Service as described in this policy
- •Customers can request deletion of specific recordings, or all recordings, by contacting [email protected]
- •Customers who need recording disabled for their account can contact us
- •Customers are responsible for informing their callers that calls may be recorded, as described in our Terms of Service
5. AI Receptionist and AI Processing
The Service uses artificial intelligence to answer and analyse calls:
- ✦AI receptionist: when enabled, callers speak with an AI voice assistant in real time. Call audio is streamed to our AI providers to understand the caller and generate spoken replies
- ✦Transcription and summaries: recordings are converted to text and summarised, and caller intent and sentiment are identified
- ✦Lead capture: the AI may record details the caller shares, such as name, number, and requirements, for the Customer
- ✦AI providers process this data only to deliver the Service on our behalf, and do not use it to train their own models
Note: AI output can be inaccurate or incomplete. Transcripts and summaries should be checked before you rely on them.
6. Use of Data to Improve Our AI
Commitment: We do NOT sell, rent, or trade call recordings, transcripts, or personal data, and we do NOT share them with advertisers or business partners.
To make our AI receptionist more accurate, we may use call recordings and transcripts to train and improve our own models and prompts. When we do:
- ✓Names, phone numbers, and other direct identifiers are removed or masked before the data is used
- ✓Training data is used only by ReceptionMonk and is not sold or licensed to anyone
- ✓You can opt out at any time by emailing [email protected]. Your future recordings and transcripts will then not be used for training
- ✓Opting out does not affect your use of the Service
7. How We Use Information
We use information to:
- ✓Provide the Service: route, answer, record, transcribe, and summarise calls, and send messages and notifications
- ✓Create and manage accounts, verify KYC, and assign phone numbers
- ✓Process payments, maintain wallet balances, and issue invoices
- ✓Provide customer support
- ✓Maintain security, scan uploaded files for malware, and prevent fraud, spam, and abuse
- ✓Monitor performance, fix errors, and improve the Service, including our AI (see section 6)
- ✓Send service and billing notifications, and marketing messages where you have agreed to them
- ✓Comply with legal, tax, and telecom regulatory obligations
8. Service Providers and Data Sharing
AI Providers
- ⇄OpenAI and Google (Gemini): real-time caller audio processing, AI responses, and call summaries
- ⇄Inworld: real-time caller audio processing and AI voice generation
- ⇄Deepgram: real-time speech-to-text processing
- ⇄Deepgram and Google (Gemini): call transcription and summaries
- ⇄Anthropic (Claude Haiku): AI response generation
- ⇄xAI (Grok): real-time caller audio processing and AI responses
Telecom and Messaging
- ⇄Plivo and other licensed telecom carriers: phone numbers, calls, and SMS
- ⇄Meta (WhatsApp Business): WhatsApp messaging
Infrastructure and Operations
- ⇄Backblaze: storage of call recordings, voicemails, and files
- ⇄Cloud hosting providers: servers and databases
- ⇄Zoho: transactional email
- ⇄Google Firebase and Apple: push notifications
- ⇄Razorpay: payment processing
Analytics, Monitoring, and Security
- ⇄Microsoft Clarity and Google Analytics: usage analytics
- ⇄Sentry / GlitchTip: error and crash reporting
- ⇄Cloudflare Turnstile: spam protection on website forms
Legal
- ⇄Government, law enforcement, or regulators when required under Indian law
- ⇄A successor entity in case of a merger, acquisition, or sale of assets, subject to this policy
9. International Data Transfers
Some of our providers, including our AI, analytics, and messaging providers, process data outside India, mainly in the United States. We transfer data only as permitted under the DPDP Act and applicable Indian law, and only to providers bound by contractual confidentiality and security obligations.
10. Data Retention
- ⏱Call recordings, transcripts, and summaries: kept while your account is active, unless you ask us to delete them sooner. Deleted within 365 days of account closure
- ⏱Contacts, messages, and call details: kept while your account is active. Deleted within 365 days of account closure
- ⏱De-identified training data: may be kept after account closure, as it no longer identifies any person
- ⏱Invoices, payment, and tax records: kept for as long as tax and accounting laws require (currently up to 8 years)
- ⏱KYC documents: kept for the period required by telecom and KYC regulations
- ⏱Security and system logs: kept for as long as needed for security, fraud prevention, and compliance
- ⏱OTP data: short-lived and automatically deleted
11. Data Security
We use reasonable security safeguards, including:
- 🔒Encryption in transit, and encryption of stored recordings and files
- 🔒Role-based access controls and authentication
- 🔒Malware scanning of uploaded files
- 🔒Monitoring for abuse and unauthorised access
Note: No system is completely secure. If a personal data breach occurs, we will notify affected Customers and the Data Protection Board of India as required under the DPDP Act.
12. Your Rights
Subject to applicable law, you may:
- →Request access to, or a summary of, your personal data
- →Request correction, completion, or deletion of your data
- →Withdraw consent, including opting out of AI training
- →Nominate another person to exercise your rights in case of death or incapacity
- →Raise a grievance with us, and then with the Data Protection Board of India
Contact us at [email protected]
14. Mobile App Permissions
The ReceptionMonk mobile app asks for these permissions:
- 📱Microphone: to make and receive calls
- 📱Contacts: to show caller names (stored on your device)
- 📱Phone and call management: to show incoming calls on the native call screen
- 📱Notifications: to alert you to incoming calls and messages
- 📱Display over other apps: to show the incoming call screen
- 📱You can change these in your device settings. Calling may not work without them
15. Children's Privacy
The Service is not intended for individuals under 18. We do not knowingly collect personal data from children.
16. Legal Compliance
We comply with:
- ⚖️Digital Personal Data Protection Act, 2023 and its rules
- ⚖️Information Technology Act, 2000 and its rules
- ⚖️Applicable telecom, DoT, and TRAI regulations
17. Grievance Officer
Grievance Officer: Akash Saxena
REAK INFOTECH LLP
269, 2nd Floor, Napier Town
Jabalpur, Madhya Pradesh, India – 482001
Email: [email protected]
18. Changes to Policy
We may update this Privacy Policy from time to time. We will notify Customers of material changes by email or in the dashboard before they take effect.
19. Contact
REAK INFOTECH LLP
269, 2nd Floor, Napier Town
Jabalpur, Madhya Pradesh, India – 482001
Email: [email protected]