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Privacy Policy

Effective date: 3 September 2026

1. Who We Are

Flovix Systems("Flovix", "we", "us", or "our") operates the Flovix inquiry-to-customer platform, including this website and associated services. We are committed to protecting the privacy of our clients and their customers.

For questions about this policy, contact us at support@flovixsystems.com.

2. Information We Collect

Information you provide directly:

  • Name, email address, phone number, and business name when you submit an inquiry or register
  • Message content when you contact us via the intake form, WhatsApp, or email
  • Business details you submit in the onboarding form (services, hours, pricing, FAQs, logo)
  • Payment information (processed by our payment partners — we do not store card details)

Information collected automatically:

  • IP address, browser type, and device information
  • Pages visited and time spent on pages
  • UTM parameters and referral source
  • Cookies and similar tracking technologies (see Section 6)

Information from clients' customers (end leads):

When businesses use Flovix to capture and qualify inquiries, we process personal data on their behalf (name, phone, email, service request details, call recordings and transcripts produced by the voice agent, and WhatsApp message content). In this context, our clients are data controllers and Flovix acts as a data processor. The terms of that processing are set out in the Data Processing Addendum (version 2026-09-01), which forms part of our Terms of Service.

The voice agent is a booking assistant. It does not give medical, legal, or financial advice, does not assess how serious a caller's situation is, and is instructed to direct anything that sounds like an emergency to local emergency services. A caller may nonetheless mention health information during a call; where that happens it is held under the same controls as the rest of the call record and the client's retention window.

3. How We Use Your Information

  • To respond to your inquiries and provide our services
  • To operate, maintain, and improve the Flovix platform
  • To send service-related notifications (appointment confirmations, system alerts)
  • To process payments and manage billing
  • To comply with legal obligations
  • To detect, prevent, and address fraud and abuse

We do not sell your personal data to third parties. We do not use your data for targeted advertising.

4. Data Sharing

We share data only in the following circumstances:

  • Service providers (sub-processors): they access data only to perform services on our behalf, and the current list is the same one published in the Data Processing Addendum:
    • Supabase — primary database, authentication, and file storage for all client and lead records
    • Vercel — application hosting, edge routing, and request logs
    • Retell AI — voice agent telephony, call recordings, transcripts, and post-call analysis
    • Meta Platforms (WhatsApp Business) — delivery and receipt of WhatsApp messages to and from end customers
    • Resend — transactional email delivery (confirmations, reminders, reports)
    • Stripe — card payments and subscription billing for clients paying in USD
    • Paystack — local-currency payments and subscription billing in Kenya, Nigeria, Ghana, and South Africa
    • Anthropic — model inference for the support agent and operator tooling
    • OpenAI — model inference used by the voice agent through Retell for conversation and post-call analysis
    • Google — calendar sync, where a client connects it
    • Telephony carriers — connecting inbound and outbound calls in each country
  • Clients: Lead data captured through a client's system is visible to that client.
  • Legal requirements: When required by law, court order, or governmental authority.
  • Business transfers: In connection with a merger, acquisition, or sale of assets, with appropriate confidentiality protections.

5. Data Retention

We retain personal data for as long as necessary to provide our services and comply with legal obligations. Lead data is retained for the duration of the client relationship plus 12 months. You may request deletion of your data at any time by contacting us.

Call recordings. Recording can be switched off entirely per client. Where it is on, each client sets a retention window in their portal — 30, 60, 90 days, and never fewer than 7 or more than 90. A daily job deletes recordings past that window at the voice provider and removes the stored link. The call record itself, without the recording, is kept for the client's reporting.

Deletion on request. A client can delete every stored recording for their account from their portal, and we will action a request for an individual caller or a date range on their instruction. Requests are queued, processed, and timestamped so there is an audit trail. If you are a caller and want a recording of your call deleted, ask the business you called, or contact us at support@flovixsystems.com and we will pass the request to them and action it.

6. Cookies

We use essential cookies to operate the platform (authentication sessions, security tokens). We may use analytics cookies to understand how visitors use our site. You can control cookies through your browser settings. Disabling cookies may affect platform functionality.

7. Security

Data is encrypted in transit (TLS) and at rest by our database and storage providers. Every tenant table has row-level security enabled and every server query is scoped to a single client. Webhook payloads are signature-verified before they are parsed, third-party credentials are held as environment secrets, and OAuth tokens are stored encrypted. Access to production data is limited to the operator accounts that need it. Recordings stay with the voice provider and are referenced by link rather than copied into our database. We hold no third-party security certification and do not claim one. No system is completely secure; if you believe your data has been compromised, contact us immediately.

If we become aware of a personal data breach affecting a client's data, we notify that client without undue delay and in any case within 72 hours of becoming aware, with what we know at the time.

8. Your Rights

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

  • Access the personal data we hold about you
  • Correct inaccurate data
  • Request deletion of your data
  • Object to or restrict processing
  • Data portability (receive your data in a machine-readable format)
  • Ask for a recording of a call you made to a Flovix-answered line to be deleted

To exercise any of these rights, contact us at support@flovixsystems.com. We will respond within 30 days.

9. International Transfers

Flovix serves clients in the United States, Kenya, Nigeria, Ghana and South Africa. The sub-processors listed in Section 4 host data outside some of those countries, principally in the United States and the European Union. Transfers rely on the transfer mechanisms in each sub-processor's own data processing terms, which we have entered into. If your regulator requires data to stay in-country, tell us before onboarding and we will tell you honestly whether we can meet that today.

10. Children

Our services are not directed at children under 16. We do not knowingly collect personal data from children. If you believe we have inadvertently collected such data, contact us immediately.

11. Changes to This Policy

We may update this policy from time to time. We will notify registered users of material changes via email. The effective date at the top of this page reflects the date of last revision. Continued use of our services constitutes acceptance of the updated policy.

12. Contact

Privacy-related questions or requests:
support@flovixsystems.com