Privacy Policy
Last updated: 24 September 2026
This policy explains what information AppexWeb collects when you use Dhwani AI, how we use it, and what rights you have. It is written to comply with the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000.
In this policy, “we” and “us” mean AppexWeb, Gandhinagar, Gujarat. “Dhwani AI” means our AI telephone receptionist service. “You” means a business that subscribes to Dhwani, or a person who visits this website.
1. Two different roles
It matters which one applies to you.
When you are our subscriber
We are the Data Fiduciary for your business’s own account information your name, business details, contact numbers and billing records.
When your customers call your Dhwani AI agent
You are the Data Fiduciary for those callers. We act as a Data Processor on your instructions. We process caller information only to deliver the service you have subscribed to, and never for our own purposes.
2. What we collect
We will not configure Dhwani to cold-call purchased lists. It is not legal at scale in India and it would put your business at risk, not just ours. If that is what you need, we are the wrong provider and we will tell you in the first call rather than the third month.
From subscribers
- Name, business name, mobile number, email address and business address
- Business documents required for telecom KYC and DLT registration
- Billing and payment records (card and bank details are handled by our payment gateway; we do not store them)
- Information you provide during setup: price lists, timings, service details and frequently asked questions
From callers to your agent
- Caller phone number, date, time and duration of the call
- Audio recording of the call
- A text transcript and a summary of what the caller wanted
- Any details the caller gives during the call, such as a name or an appointment preference
From website visitors
- Details you submit through the demo request form
- Standard technical information such as IP address, browser type and pages viewed
3. Why we process it
- To answer calls, respond to enquiries and book appointments on your behalf
- To generate the recordings, transcripts and lead summaries you receive
- To improve the accuracy of your own agent for example, correcting a wrong answer
- To provide support, raise invoices and meet legal and tax obligations
We do not sell personal data. We do not use your callers’ data to train general-purpose AI models, and we do not use one client’s data to improve another client’s agent.
4. Call recording and disclosure
Every Dhwani agent identifies itself as an automated assistant at the start of a call, and discloses that the call is being recorded. This is required under Indian telecom regulation and is configured by default. It cannot be switched off.
As the subscriber, you are responsible for ensuring you have a lawful basis to record and process calls from your customers, and for displaying your own privacy notice where required.
5. Who we share it with
We share data only with the service providers needed to deliver Dhwani:
- Telecom provider — to place and receive calls. This account is in your business name.
- Speech and language processing providers — to convert speech to text, generate responses and produce the agent’s voice.
- Cloud hosting and storage providers — to store recordings and transcripts.
- Payment gateway — to process your subscription payments.
- Government authorities — where required by law, court order or a valid regulatory request.
6. Where data is stored
Call recordings, transcripts and customer data are stored on servers located in India. Some processing providers may operate infrastructure outside India; where that happens, we require contractual safeguards for the protection of that data.
7. How long we keep it
- Call recordings and transcripts — 90 days by default, then deleted. Longer retention can be agreed in writing.
- Lead and appointment records — for as long as your subscription is active.
- Billing records — eight years, as required under Indian tax law.
- Account data — deleted within 90 days of your subscription ending, unless law requires otherwise.
8. Security
We use encryption in transit and at rest, access controls limited to staff who need access, and separate storage for each client’s data. No system is completely secure, but we will notify you and the Data Protection Board without undue delay if a breach affects your data.
9. Your rights
Under the Digital Personal Data Protection Act, 2023 you may:
- Ask what personal data we hold about you and how it is processed
- Ask us to correct or complete inaccurate data
- Ask us to erase data we no longer need
- Withdraw consent where processing is based on consent
- Nominate another person to exercise these rights on your behalf
- Raise a grievance with us, and escalate to the Data Protection Board of India if unresolved
Write to the address below. We respond within 30 days.
If you called a business using Dhwani and want your data removed, contact that business directly they control it. If you contact us, we will forward your request to them.
10. Cookies
This website uses only essential cookies needed for the site to function, plus basic analytics to understand which pages are visited. We do not use advertising or cross-site tracking cookies.
11. Changes
We may update this policy. Material changes will be notified to active subscribers by email or WhatsApp at least 15 days before they take effect.
Contact us
For any question about this policy, or to exercise any right described above:
AppexWeb
Gandhinagar, Gujarat, India
Email: [email protected]
Phone: +91 XXXXX XXXXX