Privacy Policy - Veera: AI Business Aide

1. Introduction

Welcome to the Privacy Policy for Veera: AI Business Aide ("the App," "we," "us," or "our"), developed and operated by Coachie. Veera is a mobile application that uses artificial intelligence to make phone calls on your behalf. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our application on iOS and Android. Please read this Privacy Policy carefully. By using the App, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Account Information

Name, email address, and profile photo obtained through Google Sign-In or Apple Sign-In
Firebase Authentication identifiers and session tokens

2.2 Task and Call Information

Task goal descriptions you provide for the AI agent to accomplish
Phone numbers of the businesses or individuals you instruct the AI to call
Call transcripts — full text records of speech from the AI agent and the call recipient, stored in your account. If you join a call as a supervisor and speak, your speech is also transcribed and stored.
Call metadata including duration, status, timestamps, and outcome
Pre-call question responses you provide to help the AI agent prepare

2.3 Identity and Caller ID Information

Caller identities you create, which may include: display name, phone number, address, and contextual notes
These identities are used by the AI agent to identify itself on your behalf during calls
Verified caller ID numbers — phone numbers you verify through our telephony provider (Twilio) to use as your outgoing caller ID when the AI places calls

2.4 Voice Configuration

Text-based voice design preferences (e.g., voice style, tone, and characteristics described in text)
Selected voice identifiers from the AI voice library
No human voice recordings are captured or processed for voice generation — all voices are synthesized from text descriptions

2.5 Payment and Credit Information

Credit balance and transaction history within the App
In-app purchase records and subscription status (managed by Apple App Store or Google Play Store)
Promotional code redemption records
We do not directly collect, process, or store your payment information, credit card details, or billing address

2.6 Automatically Collected Information

Device information (model, operating system version, unique device identifiers)
Usage data and analytics events (features used, call starts, call completions, call failures)
App performance data (crash reports, diagnostics)
IP address and general location information (country/region level only)
Push notification tokens for delivering call status updates

3. How We Use Your Information

We use the information we collect to:

Place AI-powered phone calls on your behalf to the phone numbers you provide
Generate and store call transcripts so you can review conversations
Prepare the AI agent for calls by generating relevant pre-call questions using your task goals
Configure the AI agent's voice, identity, and speaking language for each call
Manage your credit balance, process in-app purchases, and track usage
Send push notifications for call status updates
Display in-app alerts when your credit balance is low
Provide customer support and respond to your inquiries
Monitor and analyze usage trends to improve the App's features and reliability
Detect, investigate, and prevent fraudulent or abusive use of the calling service
Comply with legal obligations, including telecommunications regulations

4. AI-Powered Phone Calls

Veera's core feature is an AI agent that places real phone calls to real phone numbers on your behalf. Understanding how data flows during these calls is important:

4.1 How Calls Work

When you initiate a call, the AI agent dials the phone number you provide using our telephony provider (Twilio). If you have set a verified caller ID, that number is displayed to the recipient; otherwise, our default Twilio number is used. The AI agent speaks using a synthetic AI voice powered by ElevenLabs. The conversation is transcribed in real-time by Twilio and streamed to your device via a secure WebSocket connection.

4.2 AI Disclosure and Call Recording

At the beginning of each call, the AI agent identifies itself as AI-assisted and informs the call recipient that the call is being transcribed. Calls are transcribed for your review. Call recipients are notified of this at the start of each call. Full call transcripts are stored in your account and can be deleted at any time.

4.3 Supervisor Takeover

You can join an active call as a supervisor and listen in real-time. If you choose to take over the conversation, your voice is transmitted through Twilio's servers via a VoIP connection and played to the call recipient. During takeover, the AI agent is muted and you speak directly. Your speech is transcribed and stored alongside the AI and call recipient transcripts. When you hand the call back, the AI agent resumes.

4.4 Call Recipient Data

The phone numbers you provide and the speech of call recipients are processed as part of the call. We do not use call recipient data for marketing, advertising, or any purpose other than completing the call you initiated and storing the transcript in your account. Call recipients can request removal of their data by contacting us.

4.5 Answering Machine Detection

Our system automatically detects whether a human or voicemail answers the call. This detection is performed by our telephony provider and is used solely to optimize the call experience.

5. AI Voice Generation

Veera allows you to select from a library of pre-made AI voices or generate custom voices using text descriptions (e.g., "a warm, professional female voice"). Important details:

No voice cloning or biometric data — Custom voices are generated entirely from text descriptions. We do not record, capture, or process any human voice samples for voice generation.
Storage — Generated voice configurations are stored on ElevenLabs' servers (our AI voice provider) and associated with your account.
Third-party terms — Voice generation is powered by ElevenLabs. By generating a custom voice, your text description is sent to ElevenLabs for processing. ElevenLabs may retain the generated voice model in accordance with their own terms of service and privacy policy.
Deletion — When you delete your account, all generated voices associated with your account are deleted from ElevenLabs' servers.

6. Pre-Call AI Question Generation

Before placing a call, the App may generate clarifying questions to help the AI agent prepare. This process works as follows:

Your task goal and identity summary (name, phone, address if provided) are sent to Anthropic's Claude API to generate relevant questions
Only the task goal and identity details are shared — no account credentials, device identifiers, or other personal data is included in these requests
Anthropic does not use API data to train their models. API logs are retained for up to 7 days for safety monitoring, then deleted
Your responses to these questions are included in the AI agent's instructions for the call

7. Data Storage and Security

We implement appropriate technical and organizational security measures to protect your personal information:

Account data and call transcripts are stored in Google Cloud Firestore with encryption at rest and in transit
All API communication between the App and our backend servers uses HTTPS/TLS encryption
Real-time transcript streaming uses secure WebSocket (WSS) connections
Firebase Authentication tokens are used to verify your identity on every API request
Twilio webhook requests are validated using cryptographic signature verification to prevent tampering
User-provided text inputs are sanitized before being processed to prevent prompt injection attacks
Credit and payment operations are handled exclusively by Cloud Functions with admin-level access — the client app has read-only access to wallet data
App settings and consent preferences are stored locally on your device using encrypted storage (MMKV)

8. Data Retention

We retain your data for the following periods:

Account data — Retained for as long as your account is active. Deleted upon account deletion.
Call transcripts and history — Retained for as long as your account is active. You can delete individual call records at any time. All records are deleted upon account deletion.
AI-generated voices — Retained on ElevenLabs' servers until you delete them or delete your account.
Credit transaction history — Retained for as long as your account is active for your reference. Deleted upon account deletion.
Analytics and crash data — Retained by Firebase for up to 14 months, in accordance with Google's data retention policies.
Pre-call question data — Retained by Anthropic's API for up to 7 days, then automatically deleted.
Active call data — Call audio streams and real-time data are processed in memory during the call and are not permanently stored on our servers. Only the transcript is persisted.

9. Third-Party Services

Our App uses the following third-party services that may collect or process information:

9.1 Telephony and Voice

Twilio — For placing phone calls, managing call conferences, answering machine detection, call status tracking, caller ID verification, real-time call transcription, and supervisor VoIP connections. Twilio processes the phone numbers you provide, call audio (including your voice during supervisor takeover), and transcription data. Twilio acts as a data processor on our behalf.
ElevenLabs — For AI voice synthesis during calls and custom voice generation from text descriptions. ElevenLabs processes your voice configuration data and generates the synthetic speech used during calls.

9.2 AI Processing

Anthropic (Claude API) — For generating pre-call clarifying questions based on your task goals. Only task goal text and identity summaries are shared. Anthropic does not train models on API data.

9.3 Authentication and Infrastructure

Firebase Authentication — For secure sign-in via Google and Apple
Google Cloud Firestore — For storing account data, call history, transcripts, identities, and credit balances
Firebase Cloud Functions — For server-side credit operations and in-app purchase validation
Firebase Cloud Messaging — For delivering push notifications about call status updates
Firebase Remote Config — For remote feature configuration and app settings management

9.4 Analytics and Diagnostics

Firebase Analytics — For usage event tracking (call starts, completions, failures). Analytics events may be associated with your Firebase user identifier. We do not share analytics data with third-party advertisers or use it for cross-app tracking.
Firebase Crashlytics — For crash reports and diagnostics in production builds only. Crash data includes device information and installation identifiers but does not include call content or transcripts.

9.5 Backend Hosting

Railway — Our backend server (call orchestration, Twilio bridge, real-time transcript streaming) is hosted on Railway. All call-related data in transit passes through Railway's infrastructure. Railway acts as a sub-processor on our behalf.

9.6 Payments

Apple App Store / Google Play Store — For in-app credit purchases and payment processing. We do not collect or store your payment details. All payment processing is handled by Apple or Google.

Each of these services operates under its own privacy policy. We encourage you to review their respective privacy policies for details on how they handle your data.

10. Device Permissions

The App requests access to the following device permissions:

Microphone — Used for voice-to-text task input when dictating your call goals, and for supervisor takeover when you join an active call and speak directly. For task input, audio is processed on-device via Apple's Speech Recognition framework. For supervisor calls, audio is transmitted to Twilio's servers.
Speech Recognition — On iOS, the App uses Apple's Speech Recognition API for voice-to-text dictation. This is a separate system permission from microphone access. Speech audio is processed by Apple's on-device or server-based recognition engine depending on your device and iOS version.
Notifications — Used to notify you of call status changes (connected, completed, failed).

These permissions are only used for their stated purposes. You can revoke any permission at any time through your device settings. Revoking microphone access will disable voice-to-text input and supervisor takeover but will not affect AI-initiated call functionality.

11. International Data Transfers

Veera is developed by Coachie, based in Israel. Your data may be transferred to and processed in countries other than your own, including:

United States — Where our third-party service providers (Twilio, ElevenLabs, Anthropic, Firebase/Google) process data
Israel — Where our development team is based

Israel has been granted an adequacy decision by the European Commission, meaning data transfers from the EU/EEA to Israel are permitted under GDPR. For transfers to the United States, our service providers maintain appropriate safeguards including Standard Contractual Clauses (SCCs) and participation in applicable data protection frameworks.

12. Your Rights

Depending on your jurisdiction, you may have the right to:

Access the personal data we hold about you
Request correction of inaccurate data
Request deletion of your data
Object to or restrict processing of your data
Data portability — receive your data in a structured, machine-readable format
Withdraw consent at any time without affecting the lawfulness of processing performed prior to withdrawal
Lodge a complaint with a supervisory authority in your jurisdiction

12.1 Account Deletion

You can delete your account and all associated data at any time from the Profile screen within the App. Account deletion permanently removes:

Your user profile and authentication credentials
All call history and transcripts
All caller identities
All generated AI voices from ElevenLabs' servers
Credit balance and transaction history
In-app purchase receipt records

Account deletion is irreversible. Once initiated, your data will be permanently removed from our servers and from our third-party service providers where technically feasible.

12.2 AI Consent Management

Before placing your first AI call, you must review and accept our AI consent disclosure within the App. You can revoke this consent at any time from the Profile screen. Revoking consent will prevent you from placing new AI calls until consent is re-accepted. Existing call history and transcripts are not affected by consent revocation.

12.3 For California Residents (CCPA/CPRA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act and California Privacy Rights Act:

Right to know what personal information is collected, used, and shared
Right to delete personal information
Right to correct inaccurate personal information
Right to opt-out of the sale or sharing of personal information — we do not sell or share your personal information for cross-context behavioral advertising
Right to limit the use and disclosure of sensitive personal information
Right to non-discrimination for exercising your privacy rights

12.4 For EU/EEA Residents (GDPR)

If you are located in the European Union or European Economic Area, the legal bases for our processing of your personal data are:

Consent — For AI-powered calling, call transcription, and push notifications. You can withdraw consent at any time.
Contractual necessity — For providing the core service (account management, credit system, call placement).
Legitimate interest — For analytics, crash reporting, fraud prevention, and service improvement, balanced against your privacy rights.
Legal obligation — For compliance with telecommunications regulations and responding to lawful data requests.

12.5 For Israeli Residents

Under the Israeli Privacy Protection Law (as amended), you have the right to access, correct, and request deletion of your personal data. You may also object to the processing of your data for direct marketing purposes. To exercise any of these rights, please contact us using the details below.

13. Telecommunications Compliance

Because Veera places real phone calls using AI-generated voices, the following regulatory disclosures apply:

AI Disclosure — In compliance with FCC regulations and applicable state laws, the AI agent identifies itself as AI-assisted at the beginning of each call and informs the recipient that the call is being transcribed.
TCPA Compliance — Calls are placed only to phone numbers you explicitly provide. We do not engage in unsolicited telemarketing, robocalling, or auto-dialing to numbers without your direction.
Call Recording Notification — Call recipients are informed at the start of each call that the conversation is being transcribed. This notification is provided to comply with all-party consent recording laws in applicable jurisdictions.
User Responsibility — You are responsible for ensuring that your use of the calling service complies with applicable laws in your jurisdiction and the jurisdiction of the call recipient. You agree not to use the service for unlawful, harassing, fraudulent, or deceptive purposes.

14. Age Requirement

Our App is intended for users aged 18 and older. The App involves placing real phone calls, financial transactions, and AI-generated commitments on your behalf — activities that require legal capacity to contract. We do not knowingly collect personally identifiable information from anyone under 18. If we discover that a person under 18 has created an account, we will immediately delete the account and all associated data. If you are a parent or guardian and believe your child has provided us with personal information, please contact us so that we can take the necessary actions.

15. Data Breach Notification

In the event of a data breach that affects your personal information, we will notify affected users and relevant supervisory authorities in accordance with applicable laws. For EU/EEA residents, notification to the relevant supervisory authority will be made within 72 hours of becoming aware of the breach where feasible. For Israeli residents, severe security incidents will be reported to the Privacy Protection Authority as required by law.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last updated" date. For significant changes that affect how we process your data, we will provide notice through the App before the changes take effect. You are advised to review this Privacy Policy periodically.

17. Contact Us

If you have any questions about this Privacy Policy, wish to exercise your data rights, or need to report a concern, please contact us at:

Email: contact@coachie-ai.com

Call recipients who wish to request removal of their data from a call transcript may also contact us at the email address above.