Privacy Policy

Introduction

This Privacy Policy explains how TowerAI LLP ("TowerAI", "we", "us" or "our") handles information in connection with TowerAI, our AI agents that help with everyday tasks such as booking tickets, handling phone calls, personal assistance, learning and multi-step workflows across websites and apps, together with our website at www.thetowerai.com, our web and mobile apps and related services (the "Services").

It applies to visitors of our website, account holders and anyone who interacts with the Services, including people who speak with a TowerAI agent on a call. By using the Services, you acknowledge the practices described here. If you do not agree with this policy, please do not use the Services.

We may provide additional notices for specific products or features. Where such a notice differs from this policy, the more specific notice applies to that product or feature.

Information we collect

We collect information that is needed to provide, secure and improve the Services. Because our agents act on your behalf, this includes information about the tasks you ask them to carry out. The categories of information we collect include:

• Account details — such as your name, email address, phone number, organisation name (for team accounts) and the credentials you use to sign in.
• Task data — the instructions and preferences you give agents, booking and travel details (such as names, dates, itineraries and traveller details), contacts you choose to share, information agents receive while completing a task (such as confirmations, tickets and order details), and the activity log of actions taken and approvals you give.
• Voice & call data — audio from voice interactions and calls handled by call agents, along with call recordings, transcripts and summaries, including information about other people on those calls.
• Camera, video & images — video and images you share, for example for live visual guidance or so that an agent can understand a document or scene.
• Learning data — the questions, answers, quiz responses and progress generated when you use our AI tutor.
• Payment information — billing details associated with paid plans and limited transaction details for payments you approve. Card and payment data are collected and processed by third-party payment providers or the relevant merchant; we do not store full payment card numbers on our own systems.
• Usage and device data — such as log data, device and browser information, IP address, pages viewed and feature interactions, collected to understand how the Services are used and to keep them reliable.
• Communications — messages you send us through support requests, sales enquiries or email, and our responses.

When you share information about other people, such as contacts, fellow travellers or the people an agent calls on your behalf, you are responsible for making sure you are entitled to share it with us. You can choose not to provide certain information, but some features of the Services may not be available to you as a result.

How we use information

We use the information we collect to operate and deliver the Services, including authenticating your account, understanding your instructions, carrying out the tasks you request and approve, converting speech to text and text to speech, interpreting video and images, and keeping an activity log so you can see what your agents have done. We use it to provide customer support, respond to enquiries and send you service-related communications such as approval requests, task updates, security alerts and changes to our terms.

We also use information to monitor, troubleshoot and improve the performance, reliability and security of the Services, to develop new features as described in the "Content & model training" section below, to process payments and manage subscriptions, and to detect, prevent and address fraud, abuse and violations of our terms. Where required, we use information to comply with applicable law and to enforce our agreements. We may send you product updates and marketing communications where permitted; you can opt out of marketing messages at any time.

Voice & call data

When you use a call agent to answer calls, place calls, take messages or book appointments, we process the audio of those calls and may create recordings, transcripts and summaries so that the agent can understand the conversation, respond and report back to you. These calls naturally include information about the other people on them, such as their names, phone numbers and what they say.

Where the law requires it, you are responsible for giving callers and call recipients appropriate notice, including that they are speaking with an AI agent and that the call may be recorded or transcribed, and for obtaining any consent that is needed. If you have spoken with a TowerAI agent on a call and have a question about how your information was handled, please contact us using the details below.

Camera, video & images

Live visual guidance lets you share camera video or images so that an agent can see what you see and walk you through a task step by step, such as a home repair. We process this visual content to understand the scene and respond to you, and we handle it in line with the "Content & model training" and "Data retention" sections of this policy.

Please be mindful of what is in view when you share video or images. Avoid capturing other people, documents or sensitive information that is not needed for the task, and only share images of other people where you have the right to do so. Access to your camera is controlled through your device or browser permissions, and you can stop sharing at any time.

When agents act on your behalf

To complete tasks, our agents interact with third-party websites, apps and services on your behalf, such as airlines, rail operators, event and ticketing platforms, merchants, appointment systems and telephony providers. The relevant third party receives the information needed to complete the task, for example names, contact details, travel or booking details and delivery addresses. Agents ask for your approval before making a payment, completing a booking or sending a message on your behalf, and the actions they take are recorded in an activity log that you can review.

Information that a third party receives is handled under that third party's own privacy policy and terms, not this policy, and we encourage you to review them. You can pause or stop an agent at any time, although an action already completed with a third party may need to be changed or cancelled directly with that provider.

Payments & account access

Payments, whether for a TowerAI plan or for a booking or purchase made by an agent, are processed by third-party payment providers or by the merchant you are buying from. We do not store full payment card numbers on our own systems. We may receive limited information, such as the last digits of a card, the transaction amount, its status and billing details, to confirm payments and keep records. An agent will always ask for your approval before making a payment on your behalf.

If you connect a third-party account or provide sign-in details so that an agent can act for you, we use that access only to carry out the tasks you ask for and protect it with the safeguards described in the "Security" section below. You can ask us to remove stored access details at any time by contacting us.

Content & model training

We do not sell your personal information. We use the content you provide, such as instructions, conversations, call transcripts, images and activity logs, to provide the Services to you and, as described in this policy, to maintain, secure and improve them, for example by diagnosing errors and making agents more reliable at completing tasks.

Where we use content to improve our models and Services, we limit who can access it and take steps intended to reduce the personal information involved. We do not share your content with other customers. If you do not want your content to be used to improve our models and Services, contact us at admin@thetowerai.com and we will act on your request in line with applicable law. This does not affect our use of content to provide the Services to you or to keep them safe and secure.

Cookies

Our website and web app use cookies and similar technologies to keep you signed in, remember your preferences, maintain session security and understand how the Services are used. Some cookies are strictly necessary for the Services to function, while others help us measure and improve performance.

You can control or delete cookies through your browser settings. Disabling certain cookies may affect the availability or functionality of parts of the Services. Where required by law, we ask for your consent before setting non-essential cookies.

Service providers & disclosures

We rely on trusted third-party providers to deliver the Services. These include cloud and hosting infrastructure, providers of AI language, speech and vision models, telephony and messaging providers, payment providers, analytics and communication tools, and other vendors that support our operations. These providers (our subprocessors) may process information on our behalf only to the extent necessary to perform their services for us, and we share with them only the information they need.

We may also disclose information where required by law or legal process, to protect the rights, safety and security of our users, the public or TowerAI, in connection with a merger, acquisition or sale of assets, or with your consent. This policy does not apply to third-party websites or services that we do not control.

Data retention

We retain information, including task data, activity logs and call recordings and transcripts, for as long as it is needed to provide the Services, maintain your account, comply with our legal obligations, resolve disputes and enforce our agreements. Retention periods vary depending on the type of information and the purpose for which it is processed.

You can ask us to delete your content at any time. When information is no longer required, we take steps to delete it or to anonymise it so that it can no longer be associated with you. In some cases we may retain limited information where the law requires us to do so, or where it is necessary for legitimate business purposes such as security and fraud prevention.

Security

We take the protection of your information seriously and maintain reasonable administrative, technical and organisational safeguards designed to protect it against unauthorised access, disclosure, alteration and loss. These measures include access controls, encryption in transit, network protections and internal policies that limit access to information on a need-to-know basis.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You also play an important role in keeping your account safe: please use a strong, unique password, keep your credentials and devices secure, review your agents' activity log regularly and notify us promptly if you believe your account has been compromised.

International data transfers

TowerAI LLP is based in India, and the information we process may be stored and handled in India or in other countries where we or our service providers, including AI model and cloud providers, operate. These countries may have data protection laws that differ from those in your jurisdiction.

Where we transfer information across borders, we take steps intended to ensure that it continues to be protected in line with this policy and applicable law. By using the Services, you understand that your information may be transferred to and processed in locations outside your country of residence.

Your rights

Depending on your location and applicable law, you may have rights in relation to your personal information, including the right to access, correct, update or delete it, to withdraw consent where we rely on it, to object to or restrict certain processing, to request a copy of the information you have provided to us and to raise a grievance with us about how it has been handled.

You can exercise many of these choices directly within your account, and you can opt out of having your content used to improve our models as described above. If your account is provided by your organisation under a Teams or Enterprise plan, your organisation may control it, and some requests may need to be directed to them. To make a request or ask a question about your rights, contact us using the details below. We will respond in accordance with applicable law and may need to verify your identity before acting on a request.

Children's privacy

The Services are not directed at children under the age of 18, and children should use them only with the involvement and permission of a parent or legal guardian. Some features, such as our AI tutor, may be used by students under the supervision of a parent or guardian, who is responsible for the account and for overseeing its use.

We do not knowingly collect personal information from children under 18 without the consent of a parent or guardian. If you believe that a child has provided us with personal information without that consent, please contact us and we will take appropriate steps to delete it.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or the Services. When we make changes, we will revise the "Last updated" date at the top of this page.

If we make material changes, we will provide a more prominent notice where appropriate. Your continued use of the Services after an update takes effect indicates your acknowledgement of the revised policy.

Contact us

If you have any questions, concerns or requests regarding this Privacy Policy or how we handle your information, including a request to opt out of model training, please contact us:

• TowerAI LLP
• Email: admin@thetowerai.com
• Office No. VO-279, WeWork, Salarpuria Magnificia, Tin Factory, 78, Old Madras Road, Bengaluru 560016, Karnataka, India