Privacy Policy

Overview

This Privacy Policy explains how MERCENAI collects, uses, stores, and shares information when you visit our website, create an account, request a demo call, use our dashboard, or use our AI phone agent services.

MERCENAI acts as a controller for website, account, security, billing, and direct customer relationship data. For leads, call content, recordings, transcripts, messages, and business data a customer submits and controls, MERCENAI generally acts as that customer's processor or service provider.

If you use MERCENAI on behalf of a business, you confirm that you are authorized to provide information for that business.

Information we collect

We collect information you provide directly, information created when you use the platform, and limited technical information collected automatically.

• Account and contact information, such as name, email, phone number, company name, and login details.
• Billing and subscription information processed through our payment provider.
• Business information you add to configure agents, such as services, pricing, FAQs, scripts, rules, scheduling details, leads, and customer notes.
• Call-related data, such as phone numbers, call timestamps, call outcomes, transcripts, recordings when enabled, and agent instructions.
• Demo request information, including the details you enter to receive a test call.
• Agreement records, including your account identifier, acceptance time, and the internal versions of the Terms and Privacy Policy you accepted.
• Usage data, device data, IP address, browser type, pages viewed, referral links, and similar analytics information.

How we use information

Depending on the activity and applicable law, we process information to perform a contract, follow legal obligations, protect legitimate business and security interests, or act on consent. Where we process customer-controlled data as a processor, the customer determines the purpose and legal basis.

• Provide, operate, maintain, and improve MERCENAI.
• Create and run AI phone agents, demo calls, call workflows, follow-up campaigns, and account features.
• Process payments, subscriptions, usage, support requests, and account notices.
• Record and enforce your acceptance of our Terms and Privacy Policy.
• Monitor reliability, prevent abuse, protect accounts, and enforce our Terms of Service.
• Respond to questions, send product updates, and send marketing messages where permitted.
• Measure website performance, attribution, referrals, and product usage.

AI processing and call data

MERCENAI processes the business information, call context, and caller inputs needed to complete AI phone conversations. Call transcripts, summaries, outcomes, recordings, and related metadata may be stored so you can review activity and improve your setup.

You are responsible for making sure you have the right to upload business data, lead data, customer data, recordings, and call instructions to MERCENAI.

Sensitive and healthcare data

Do not submit protected health information to MERCENAI unless a Business Associate Agreement is signed, the required vendors and safeguards are confirmed, and the specific workspace is approved for healthcare processing. Healthcare voice, messaging, recording, transcript, and knowledge operations are locked in the backend until those steps are confirmed.

Customers remain responsible for collecting only the data they need, giving required notices, obtaining required consent, and configuring an appropriate workflow.

Cookies and analytics

We may use cookies, local storage, analytics tools, referral tracking, and similar technologies to keep the site working, remember preferences, understand traffic, prevent abuse, and measure marketing performance.

You can adjust cookie settings in your browser. Blocking cookies may affect parts of the website or dashboard.

Service providers

We may share information with vendors that help us provide the service, including hosting, payments, communications, authentication, email, telephony, AI infrastructure, security, calendar connections, and data storage providers. They process information under contracts and only for the services they provide.

The current vendor and subprocessor categories, including optional providers that depend on customer configuration, are described on our Compliance page and can be provided during a DPA review.

Legal, safety, and business transfers

We may disclose information when required by law, to protect rights and safety, to prevent fraud or abuse, to enforce agreements, or as part of a merger, acquisition, financing, or sale of assets.

Retention

We keep information only for the period needed to provide the service, follow the customer's configured retention period, meet legal or accounting duties, resolve disputes, prevent abuse, and maintain security. Retention depends on the data type, account status, customer instructions, legal hold, and backup cycle.

Agreement records may be kept as needed to document which terms applied to an account, resolve disputes, and meet legal obligations.

Application-managed recordings receive an expiry date when they are stored. Eligible data is deleted or de-identified after the applicable period. Deleted data may remain in protected backups until the backup cycle expires.

Security

We use commercially reasonable technical, administrative, and organizational safeguards designed to protect information. No internet service can be guaranteed to be 100% secure, so you should use strong passwords and protect account access.

Your privacy rights

Depending on where you live, you may have rights to access, correct, delete, export, restrict, or object to certain processing of your personal information. You may also have the right to opt out of certain marketing or targeted advertising uses.

To make a privacy request, contact us on Telegram at https://telegram.me/trymercenai. We verify identity and authority before acting, record the request, and respond within the period required by applicable law. If a customer controls your data, we may direct the request to that customer or help the customer complete it.

You may also complain to the data protection authority in the country or region where you live or work.

Children

MERCENAI is intended for business users and is not directed to children under 18. We do not knowingly collect personal information from children.

International users

If you use MERCENAI from outside the United States, your information may be processed in the United States or other countries where our service providers operate. Where required, we use approved transfer safeguards such as the European Commission Standard Contractual Clauses and related transfer reviews.

Changes to this policy

We may update this Privacy Policy from time to time. When a change materially affects how we handle personal information, we may provide notice or require you to review the updated policy before continuing to use affected services.

Contact

For privacy questions or requests, contact MERCENAI on Telegram at https://telegram.me/trymercenai.