Privacy Policy

This Privacy Policy explains how Voyqen ("Voyqen", "we", "us") collects, uses, shares, and protects personal information when you visit voyqen.com, fill in a form, email us, or use the custom inbound and outbound AI phone agents we build and operate for travel agencies.

Voyqen is an agency, not a self-serve software platform. We design agents around how your desk takes calls, put them on numbers you authorize, and connect them to the CRM you already use, including Zoho CRM.

Questions about this policy: Michael@voyqen.com. Put "Privacy" in the subject line.

We handle personal information in two different capacities. That distinction matters for who is responsible and how you exercise your rights.

• Agency and website information. This is data about you and your business: names, work emails, agency name, phone numbers, billing contacts, and what you send us when you get in touch. For this information, Voyqen is the controller. We decide why and how it is processed.
• Traveler and call information. This is data that appears because an agent is answering or placing a call for your agency: caller names, phone numbers, trip details, call audio, transcripts, summaries, outcomes, and the records we write into your CRM. For that information, you (the travel agency) are the controller. Voyqen is the processor. We only use it to run the agents you hired us to run, and on your documented instructions.

If you are a traveler who spoke with a Voyqen agent, contact the travel agency you called or that called you. They decide how that conversation is used. We will help that agency respond to a request about recordings, transcripts, or CRM records we hold for them.

Paid customers can request a Data Processing Addendum that sits alongside this policy and their order. Write to Michael@voyqen.com with "DPA" in the subject line.

When you submit a form we collect your name, work email, agency name, the interest you select, and whatever you write in the notes field. We use that to reply to you and, if you become a client, to scope and set up your agents.

If you email us or book a call, we keep the contents of that correspondence, meeting notes, and any files you send.

We automatically collect standard technical logs: IP address, browser type and version, device type, operating system, referring URL, pages viewed, time spent, and approximate location derived from IP (city or region, not precise GPS). We use this to keep the site working, understand which pages are useful, diagnose errors, and protect against abuse.

We may receive professional contact details from referrals, events, or business-information providers (for example agency name, role, and work email) and combine them with what you already gave us so we can follow up on an inquiry.

To place and receive calls we process communications data on your behalf. That typically includes:

• Call audio and, where enabled, a recording of the conversation.
• Speech-to-text transcripts, conversation summaries, and structured fields the agent captures (traveler name, party size, destination, dates, budget, callback number, next step).
• Telephony metadata: numbers involved, timestamps, duration, answer status, transfer destination, and carrier routing or error records.
• Caller ID or the numbers you ask us to dial, plus any do-not-call or opt-out flags you supply.
• CRM records we read or write so the agent can work a lead and log the outcome, including notes, transcripts, and next steps in Zoho CRM or another system you connect.
• Configuration you give us: hours, greetings, transfer rules, scripts, brand voice, and integration credentials.

We only collect what the agent needs to do the job in your order: answer the line, call a lead, capture a trip brief, transfer to an advisor, and write the result back.

Payment card numbers, CVV codes, and full bank account details should go through the payment tools your agency already uses. Agents are not built to take card data on the open line, and you must not instruct them to do so.

We do not intend to collect government ID, passport, visa, or Social Security numbers on a call. If a traveler volunteers that information, treat it as sensitive. You can ask us to purge it from recordings and transcripts we still hold.

Voyqen is not a HIPAA business associate unless we have signed a separate Business Associate Agreement with you. Do not route protected health information through an agent unless that agreement is in place.

Family bookings sometimes include the names or ages of minors. That information is processed only as traveler data under your instructions. Our website and sales process are not directed at children.

When we act as controller (website visitors and agency contacts), we use information to:

• Reply to inquiries, scope work, and enter into an order with you.
• Operate, secure, and improve this website.
• Send service messages about an engagement (go-live, incidents, invoices).
• Send occasional product or event notes if you asked to hear from us. You can opt out of marketing at any time. Service messages still go through.
• Detect fraud, abuse, and security incidents, and meet legal obligations.

When we act as processor (traveler and call information), we use it only to provide the services in your order: placing and receiving calls on numbers you authorize, transcribing and summarizing conversations, writing agreed fields into your CRM, reviewing call quality with you, fixing problems on your account, and keeping the service secure. We do not use traveler conversations to market Voyqen, and we do not sell personal information.

Where the GDPR, UK GDPR, or a similar law applies to us as controller, we rely on one or more of these bases:

• Contract. Processing needed to reply to a request or to perform an order with you.
• Legitimate interests. Operating the website, securing our systems, understanding which pages are useful, and following up on a business inquiry, balanced against your rights.
• Consent. Marketing emails you opted into, and any non-essential cookies we may use. You can withdraw consent without affecting prior processing.
• Legal obligation. Tax, accounting, lawful requests, and records we must keep.

Where we act as processor, your agency is responsible for establishing a lawful basis for calling travelers, recording the call, and storing trip details. Typical bases for a travel agency include performance of a contract with the traveler, the agency’s legitimate interests in handling an inquiry, or consent (especially for outbound marketing calls). We process on your instructions; we do not choose the basis for traveler data.

Calls may be recorded and transcribed so the agent can run, so we can write to your CRM, and so you can review quality with us. Recording is a default part of how the service works unless your order says otherwise.

Where the law requires a recording disclosure (including one-party and two-party consent jurisdictions), the agent will play the wording we agree with you, or a standard disclosure we supply. You must not ask us to disable a required disclosure.

You are responsible for telling travelers, in the greeting or elsewhere as the law requires, that they are speaking with an AI agent acting for your agency, and that the call may be recorded.

If you need a copy of a recording or transcript for a traveler request, a complaint, or a dispute, write to us from the email on your account. We will retrieve what we still hold for the retention period that applies.

If you connect a CRM, we receive and write only the records needed to run the agent: leads, contacts, call notes, transcripts, trip fields, and next steps. Access is limited to the integration and credentials you authorize.

You own the records in your CRM. Your CRM provider (for example Zoho) has its own privacy terms and is a separate controller or processor for data once it sits in your account. We do not control how that provider stores, displays, or later changes those records.

Revoking CRM access, rotating keys, and deciding which fields the agent may read or write is your responsibility. Tell us in writing if a field should never be written (for example passport numbers).

We do not sell personal information. We do not share it for cross-context behavioral advertising. We disclose it only as follows:

• Telephony and communications providers, so calls can be placed, received, recorded, and routed. Those providers may process certain routing and fraud-prevention data as independent controllers under telecommunications rules.
• Speech, language, and voice vendors needed to transcribe audio, generate the agent’s replies, and speak them back. They receive call content only to deliver the service on that call.
• Cloud hosting and storage providers, so audio, transcripts, logs, and configuration can be kept securely.
• Your CRM and any other tool you ask us to connect.
• Professional advisors (legal, accounting) when required, under confidentiality.
• Authorities if the law requires it, or if we reasonably believe disclosure is necessary to protect Voyqen, our clients, travelers, or the public from harm, fraud, or abuse.
• A successor if Voyqen is involved in a merger, financing, or sale of assets, under this policy or a notice we send you.

We remain responsible for subprocessors we engage to deliver the services. A current description of subprocessor categories, and named providers where we have them, is available to customers on request. Carriers and CRMs you choose are not our subprocessors for data they process in their own systems.

This site uses cookies and similar tools that are limited to running the site, remembering a short-lived form state, and measuring traffic in aggregate. We do not run advertising networks on voyqen.com, and we do not sell or share website visitor lists with advertisers.

You can set your browser to refuse cookies. If you do, some form features may not remember what you typed. Essential logs (for security and uptime) still collect IP and user-agent data without a cookie.

The video on our homepage is hosted on YouTube and loads in YouTube's privacy-enhanced mode (youtube-nocookie.com). YouTube's own privacy policy applies when that player loads.

If we later add non-essential analytics or marketing cookies, we will update this section and, where required, ask before they run.

Website inquiries are kept for as long as we need them to reply and, if you become a client, to run the account and keep business records. You can ask us to delete an inquiry that did not become a contract, subject to logs we must keep for security or law.

Call audio, transcripts, and CRM-bound records are kept for the period we agree with you in writing. If we have not agreed a period, we keep them only as long as needed to provide the service, review quality, and handle disputes, then delete or de-identify them. Typical working retention for recordings is between 30 and 180 days unless your order sets something else.

You can ask us to shorten retention or purge a specific recording. We will do that unless we are required to keep it for law, a dispute, or a backup that rotates out on a normal cycle (usually within 30 days of deletion from production).

Invoices, contracts, and similar business records are kept for the period required by tax and accounting rules.

We use access controls, encryption in transit, least-privilege access to client recordings and CRM credentials, and logging of access to traveler conversations. Credentials are stored so they are not sitting in shared inboxes or plain-text notes.

No method of transmission or storage is perfectly secure. We will notify affected customers of a breach involving their data as required by law and as soon as we reasonably can, and we will cooperate with any notice you must give travelers.

You are responsible for who at your agency can hear recordings, who holds CRM admin rights, and for telling us promptly if an integration credential may have leaked.

Voyqen and our subprocessors may process information in the United States and other countries where we or they operate. Those countries may have different data-protection laws than the country where you or a traveler are located.

Where required (including transfers from the EEA, United Kingdom, or Switzerland), we use appropriate safeguards such as the European Commission’s Standard Contractual Clauses, the UK International Data Transfer Addendum, or another approved mechanism. Customers can request a copy of the clauses that apply to their account.

Telephony by nature routes across borders. Carriers may process signaling data in multiple jurisdictions to complete a call.

If you are an agency contact or website visitor, you can ask us for access, correction, deletion, or a portable copy of the information we hold about you as controller. You can also object to or restrict certain processing, and withdraw consent where we relied on it. Write to Michael@voyqen.com from the email we have on file. We will verify the request before we act on it.

If you are a traveler, please contact the travel agency. We will assist that agency as processor, including locating recordings and transcripts we still hold.

You can complain to your local data protection authority. EEA residents may contact their supervisory authority; UK residents may contact the ICO.

We will not discriminate against you for exercising a privacy right. We may decline a request that is unfounded, excessive, or that would break a legal hold, another person’s privacy, or a contract we must still perform.

If you are a resident of California or another US state with a consumer privacy law that applies to us, this section adds to the rest of this policy. In the preceding 12 months we may have collected the following categories of personal information, depending on how you interact with us:

• Identifiers: name, email, phone number, IP address, agency name.
• Commercial information: inquiries, orders, invoices, and account activity.
• Internet activity: pages viewed and technical logs on this site.
• Approximate geolocation from IP.
• Professional information: role and agency.
• Audio and electronic information: call recordings, transcripts, and telephony metadata, processed for customers as described above.
• Inferences used only to run the agent (for example trip intent captured on the call).

We collect this information from you, from your devices, from the integrations you connect, and from communications providers that route calls. We use and disclose it for the business purposes in this policy.

We do not sell personal information as that term is used in the CCPA/CPRA. We do not share personal information for cross-context behavioral advertising. We do not use or disclose sensitive personal information to infer characteristics about you. We do not have actual knowledge that we sell or share the personal information of anyone under 16.

Authorized agents may submit a request if they can show written authority. We will not honor a traveler request sent only to Voyqen without the controlling agency’s instruction, except where the law requires us to act directly.

This website and our commercial services are for travel agencies and their staff, not for children. We do not knowingly collect personal information from anyone under 16 on this site. If you believe we have, write to us and we will delete it.

A call about a family trip may mention a child. That is traveler information processed for the agency, not a collection from the child on our website.

We do not use your traveler audio, transcripts, or CRM records to train general-purpose models for other customers, and we do not license that content to model providers for their own training, unless you agree to that in writing.

We may use de-identified, aggregated operational metrics (for example average handle time across accounts, with no traveler or agency identity) to improve how we build and run agents.

Speech and language vendors we use are instructed to process call content only to deliver the service. Where a vendor offers a training opt-out, we enable it for customer traffic.

Quality review on your account (listening to a sample of calls with you, tightening a script) is not model training for other customers.

We may update this policy. The date at the top will change. If a change is material, we will post it here and, for clients, notify the email on the account. Continued use of the website after a posted change means the updated policy applies to that use. Material changes to how we process traveler data for a paid engagement will be handled through your order or DPA.

Privacy questions, access requests, and DPA requests: Michael@voyqen.com.

We aim to respond within 30 days, or sooner if a shorter period applies.