This Privacy Policy explains how Lenz AI (“we,” “us,” “our”) collects, uses, shares and protects information when you visit lenzai.org, use our services (AI Receptionist and Voice Agents, FrameOn, StaffLenz, AI CRM, AI Ads, AI Marketing Team, AI Trading and Custom AI Agents — collectively, the “Services”), speak to one of our AI agents, or interact with us in any way.

By using the Services you agree to this policy. If you don't agree, please don't use the Services.

1 · Who we are

Lenz AI is operated from Kochi, Kerala, India. For privacy questions or complaints, write to our Grievance Officer at hello@lenzai.org.

2 · Our two roles

• For our own customers and visitors — business owners who sign up, people who fill in our forms, and businesses our sales assistant calls — we decide how your data is used. Under the DPDP Act we are the Data Fiduciary.
• For our customers' callers — for example a patient who calls a clinic and reaches its AI receptionist — we handle that data on the business's behalf and on its instructions. The business is the Data Fiduciary and we are its Data Processor. If you called a business that uses Lenz AI, that business is your first point of contact; you can also write to us and we'll pass your request on and help them act on it.

3 · What we collect

• Information you give us — name, email, phone, business name, payment details (processed by our payment partner), your business's hours, prices and FAQs, the contents of forms and onboarding wizards, and anything you say or write to our AI agents.
• Calls — when you call or are called by one of our AI agents: your phone number, the audio of the call, a transcript, a short summary and the outcome (for example “asked for a call back”).
• Appointments — when an AI receptionist books for you: your name, phone number, the time, and the reason you gave. These go into the business's own calendar.
• Business contact details — when our sales assistant calls a business, we use the name and phone number that business has published, for example on its Google Maps listing.
• Information collected automatically — pages you visit, browser and device type, truncated IP address — used to keep the site working and prevent abuse.

4 · How we use it

• Deliver and operate the Services — answering calls, booking appointments, passing messages to the business
• Follow-up calls or messages on a business's behalf, such as appointment reminders, visit follow-ups and review requests. Review requests go to every customer, never only the happy ones, and nothing is offered in exchange.
• Respond to your enquiries and onboard you onto a plan
• Send transactional emails and messages (booking confirmations, call reports, invoices, account changes)
• Improve the Services — using anonymised, aggregated data only
• Comply with legal obligations, including the Digital Personal Data Protection Act, 2023 (“DPDP Act”) and TRAI rules

We do not sell personal data, and we do not use one business's callers to market to anyone else.

5 · Talking to our AI

• Our agents never claim to be human. If you ask whether you're speaking to an AI, the agent will always tell you honestly that it is an AI assistant.
• Calls may be recorded and transcribed so the business receives an accurate message, and so we can check quality.
• You can ask at any time to speak to a person, to stop being called, or to have your call deleted.

6 · Health and other sensitive details

Callers sometimes mention health or personal matters, such as the reason for a clinic visit. We use those details only to book the appointment or pass the message to that business. They are never used for marketing or to train AI models. Our agents never give medical, legal or financial advice.

7 · Who we share it with

Only the business you contacted, and the partners we need to run the Services. Each is bound to protect the data:

• Sarvam AI (India) — voice agents, speech and phone lines
• Google — calendars for appointment booking, and published business listings
• Anthropic — language models that help our agents understand and reply
• Vercel — website hosting and secure file storage
• Resend — transactional email
• Razorpay — payment processing (we never see or store your card details)
• WhatsApp Business (Meta) — messages, where a business has switched them on
• A business's chosen CRM or tools — only where that business tells us to send its leads there

8 · Cookies

We use a small number of strictly necessary cookies (session, security, language preference) and lightweight analytics. You can block analytics cookies in your browser without losing core functionality.

9 · How long we keep it

• Account and billing data: while your account is active, then as long as tax law requires (typically up to 8 years).
• Call recordings, transcripts and summaries: the business's subscription plus 30 days.
• Appointments: they live in the business's own calendar, which the business controls. When a business leaves, we hand its calendar over and remove our access.
• Records of our own sales calls to businesses: 12 months, or sooner if you ask.
• Website form leads: 24 months, or until you ask us to delete them.
• Anonymised statistics: kept once stripped of anything that identifies you.

10 · Your rights under the DPDP Act

You have the right to:

• Get a summary of the personal data held about you
• Correct or complete it
• Have it deleted (unless the law requires us to keep it)
• Withdraw consent at any time, where consent is the basis of processing
• Nominate someone to exercise these rights if you die or can't act yourself
• Complain to the Data Protection Board of India

Email hello@lenzai.org and we'll respond within 30 days. If your request is about a call to one of our customers, we'll work with that business to answer it.

11 · Children

The Services are not directed at anyone under 18. If a minor's data reaches us — for example a parent booking for a child — it is handled only to provide that booking. If you believe a minor has given us data in any other way, contact us and we will delete it.

12 · Data outside India

Calls and voice processing run in India. Some partners (for example Anthropic, Vercel and Resend) process data outside India, under contractual safeguards and only in countries the Government of India has not restricted.

13 · Security

Data is encrypted in transit (HTTPS/TLS) and at rest where our partners support it. Access is limited to the people and systems that need it. If a breach affects your data, we will tell the affected businesses, the Data Protection Board and you as the law requires. No system is perfectly secure, but we take reasonable steps to protect your data.

14 · Changes to this policy

We may update this policy. Material changes will be announced on this page with the “Last updated” date changed. Continued use after a change means you accept the updated policy.

15 · Contact & grievances

Lenz AI · Kochi, Kerala, India
Grievance Officer: hello@lenzai.org