Privacy Policy

1. Introduction

Ordaana (“we,” “our,” or “us”) is committed to protecting the privacy and security of personal information belonging to our users and their customers. This Privacy Policy explains how we collect, use, disclose, retain, and protect your data when you use Ordaana, including our CRM, scheduling, invoicing, payments, forms, and AI Receptionist features (collectively, the “Service”).

By using or accessing Ordaana, you agree to the practices described in this Privacy Policy. If you do not agree, please do not use the Service.

2. Information We Collect

We collect both personal and non-personal information to provide and improve our Service.

2.1. Personal Information:

• Name and contact details (email address, phone number)
• Company or business name
• Billing and payment details (credit card, billing address)
• Login credentials and account preferences

2.2 Usage & Technical Information

• IP address, browser type, device information, operating system
• Pages visited, features used, timestamps, and interaction data
• Log data, diagnostic data, API calls, and performance metrics

2.3 AI Receptionist & Voice Data

• Call audio recordings (when handled through the AI Receptionist)
• Caller metadata (phone number, call direction, timestamps, duration)
• Transcripts of calls and chat interactions
• AI response and routing logs

This data (“AI Data”) is used to provide, maintain, and improve the AI Receptionist feature and related functionality.

3. How We Use Information

3.1 Service Delivery

• To create and manage user accounts
• To process payments, invoices, and subscriptions
• To schedule appointments and deliver communications
• To enable AI Receptionist features such as routing and transcription

3.2 Improvement & Analytics

• To analyze usage patterns and improve product performance
• To fix bugs, enhance AI accuracy, and conduct internal research
• To maintain security and prevent abuse

3.3 Communication

• To send transactional messages (e.g., billing notices, account updates)
• To respond to support inquiries and feedback
• To send marketing or promotional materials if you opt in

3.4 Legal & Compliance

• To comply with applicable laws, court orders, and regulations
• To prevent fraud, abuse, or violations of our Terms of Service

4. Legal Basis for Processing

Where applicable (e.g., under GDPR), we rely on the following legal bases:

• Performance of Contract – when processing is necessary to deliver our Service
• Legitimate Interests – for security, product improvement, or analytics
• Consent – where required (for AI recording or marketing)
• Legal Obligation – to meet regulatory or legal requirements

5. Sharing & Disclosure

• Service Providers: We share limited data with trusted partners who help operate the Service (e.g., hosting, telephony, AI, analytics, payments).
• Affiliates: Data may be shared within our corporate group for legitimate business operations.
• Business Transfers: In the event of a merger or acquisition, user data may be transferred under appropriate safeguards.
• Legal Requirements: We may disclose information to comply with applicable law or protect our rights and safety.
• Aggregated or Anonymized Data: We may share non-identifiable data for analytics or reporting.

6. Data Retention & Deletion

• We retain data only as long as necessary for the purposes outlined in this policy or as required by law.
• AI Data Retention: Call recordings, transcripts, and related AI logs are generally retained for up to 90 days unless longer retention is legally required.
• After that period, data is deleted or anonymized. Backups may persist for a limited time before automatic purging.
• You may request deletion of your data at any time by contacting us at support@ordaana.com

7. Your Rights & Choices

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

• Access and obtain a copy of your personal data
• Request correction or deletion of inaccurate data
• Withdraw consent to processing (where applicable)
• Object to processing for marketing or analytics
• Request data portability in machine-readable format

To exercise your rights, email support@ordaana.com. We may need to verify your identity before completing certain requests.

8. International Data Transfers

Your data may be processed in countries other than where you reside. When we transfer data internationally, we use appropriate safeguards such as Standard Contractual Clauses or equivalent mechanisms.

9. Security

We implement commercially reasonable administrative, technical, and physical safeguards to protect your data against unauthorized access, loss, misuse, or alteration. These include encryption, network firewalls, access controls, and periodic audits.

No system is entirely secure, and we cannot guarantee absolute protection.

10. Children’s Privacy

Our Service is not intended for individuals under 16 years of age. We do not knowingly collect personal information from children. If we become aware of such data collection, we will promptly delete it.

11. Updates to This Policy

We may update this Privacy Policy periodically to reflect legal, technical, or operational changes. We will notify users of material updates via email or platform notice. Continued use of the Service after such notice constitutes acceptance of the updated Policy.

12. Contact Us

If you have questions or concerns about this Privacy Policy, please contact us at:

Email: support@ordaana.com