Privacy Policy

1. Information We Collect

We may collect personal information that you voluntarily provide to us, including:

• Contact Information: Name, email address, phone number, and business name
• Communication Data: Messages you send us through our contact form or email
• Business Information: Details about your business needs and requirements
• Technical Data: IP address, browser type, device information, and website usage data

2. How We Use Your Information

We use the information we collect to:

• Respond to your enquiries and provide customer support
• Provide, operate, and maintain our services
• Send you relevant information about our services
• Improve our website and services
• Comply with legal obligations
• Protect our rights and prevent fraud

3. Legal Basis for Processing (POPIA Compliance)

Under POPIA, we process your personal information based on one or more of the following lawful grounds:

• Consent: You have given us permission to process your personal information for specific purposes
• Contract: Processing is necessary for the performance of a contract with you
• Legal Obligation: Processing is necessary for compliance with a legal obligation
• Legitimate Interest: Processing is necessary for our legitimate business interests, provided these do not override your rights

4. Sharing of Information

We do not sell, trade, or rent your personal information to third parties. We may share your information with:

• Service Providers: Third-party vendors who assist us in operating our business (hosting providers, email services)
• Legal Requirements: When required by law, court order, or government authority
• Business Transfers: In connection with a merger, acquisition, or sale of assets

5. Direct Marketing

We contact businesses by email about services relevant to their operations, including businesses we have not dealt with before. We rely on the legitimate interest ground for this, and we hold ourselves to four rules on every message:

• It goes to a business, at a business address, about something relevant to that business
• It identifies Opus Intelligence and the sender clearly, with no obscured address
• It carries a working opt-out in every single message
• We honour an opt-out immediately and keep a record of it

You can opt out at any time using the unsubscribe link at the bottom of any email, or by replying with the word stop. Once you do, we add your address to a suppression list and check that list before every send. That record is the only reason we keep it, and keeping it is what stops us contacting you again by accident.

Under POPIA section 69 you may object to direct marketing at any time and we will stop.

6. Voice AI Services and Call Recordings

A large part of what we build is AI voice agents that place and answer telephone calls on behalf of our clients. This section explains what that means for your personal information.

• Who is responsible: when we operate a voice agent for a client, that client is the Responsible Party and we act as an Operator on their instructions, as those terms are used in POPIA. The client's own privacy policy governs how your information is used
• The agent says what it is: our agents identify themselves as an AI assistant at the start of a call. They do not pretend to be a person
• Recordings and transcripts: calls may be recorded and transcribed so the client can review them and so the system can be improved. Recordings are held only for as long as the client instructs
• Automated calling: POPIA section 69(5) treats a system that dials without human intervention as an automatic calling machine, and the Consumer Protection Act opt-out registry applies on top of that. We work within both, and we advise clients accordingly
• Opting out of calls: tell the agent, or contact us at the address below, and the number is suppressed

7. Where Your Information Is Processed

We are based in Johannesburg, but the tools we build on are not all hosted in South Africa. Under POPIA section 72 we may transfer personal information across borders where the receiving party is subject to laws or binding agreements that provide comparable protection.

The main processors we rely on, and what each handles:

• Supabase — databases, including our email suppression list
• Twilio — telephony and call delivery
• Ultravox and Google — speech and language models used by voice agents
• OpenAI — transcription and text processing
• Resend — outbound email delivery
• Airtable and Google Workspace — internal records and correspondence
• Webway — website hosting, in South Africa

Each of these is bound by its own data processing terms. We do not sell your information to any of them or to anyone else.

8. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These measures include SSL encryption, access controls and authentication, regular security assessments, and employee training on data protection.

9. Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. When your information is no longer needed, we will securely delete or anonymise it.

10. Your Rights Under POPIA

As a data subject under POPIA, you have the following rights:

• Right to Access: Request access to your personal information we hold
• Right to Correction: Request correction of inaccurate or incomplete information
• Right to Deletion: Request deletion of your personal information in certain circumstances
• Right to Object: Object to the processing of your personal information
• Right to Withdraw Consent: Withdraw your consent at any time where processing is based on consent
• Right to Lodge a Complaint: Lodge a complaint with the Information Regulator

11. Cookies and Tracking Technologies

Our website may use cookies and similar tracking technologies to enhance your browsing experience. You can control cookie settings through your browser preferences.

12. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies.

13. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child, we will take steps to delete it.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date.

15. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your rights, please contact us:

• Email: haiden@opusintelligence.co.za
• Information Officer: Haiden Coleman

16. Information Regulator

If you are not satisfied with how we handle your personal information, you have the right to lodge a complaint with the Information Regulator:

• Website: inforegulator.org.za
• Email: complaints.IR@justice.gov.za