For questions about this Privacy Policy, please contact us. For information about your use of our service, please also see our Terms and Conditions.
1. Introduction
This Privacy Policy explains how NeloSpace ("we," "our," or "us") collects, uses, and protects your information when you use our automated calling agent platform. NeloSpace provides human-sounding AI calling agents specifically designed for licensed online casino and gambling operators to conduct player outreach campaigns including reacquisition, responsible gambling interventions, and promotional offers, while maintaining compliance with country-specific regulations.
We are committed to protecting your privacy and the privacy of the player data you entrust to us. We handle all data in accordance with applicable data protection laws including GDPR, CCPA, and telecommunications regulations.
2. Information We Collect
2.1. Account Information
Email address and contact information
Account credentials and authentication information
Company or organization details (casino operator name)
Gambling license information (for verification purposes)
Billing and payment information (processed securely through Stripe)
2.2. Player Data You Provide
Player names and contact information (phone numbers)
Player country and preferred language
Player segmentation data (e.g., VIP status, activity level)
Campaign targeting criteria and player preferences
Opt-out and do-not-call preferences
Custom player attributes you choose to upload
Important: You are solely responsible for ensuring you have the legal right to provide and process this player data in accordance with applicable data protection laws and your terms with your players.
2.3. Call and Campaign Data
Call Recordings: Audio recordings of all calls placed through our Service
Call Transcripts: Automated transcriptions of call recordings
Incident Response: Documented procedures for security events and breaches
Granular Permissions: Role-based access controls with detailed permission management
Compliance Certifications: Industry-standard security certifications and compliance frameworks
6. Data Sharing
We prioritize your privacy and never share or sell your player data, call recordings, or campaign information to third parties. We may share data only in the following strictly limited circumstances:
Payment Processors: We use Stripe for secure payment processing. We do not store your payment card details. All payment processing is handled securely by Stripe, and your payment information is subject to Stripe's Privacy Policy.
Telephony Infrastructure: We use third-party telephony service providers to place calls. Only the minimum necessary information (phone numbers, call metadata) is shared for call placement. Call content and player identity remain confidential.
AI Processing Services: Call recordings may be processed by our AI service providers for transcription and analysis. These providers operate under strict confidentiality agreements and data processing agreements compliant with GDPR.
API Integrations: When you choose to integrate with your player database or CRM systems via API, data is shared only as necessary for those integrations and only as directed by you.
Service Providers: Trusted third-party vendors who assist in providing our services (hosting, backup, monitoring) under strict confidentiality and data processing agreements
Legal Requirements: Only if required by law, court order, subpoena, or government regulation
Business Protection: To protect our rights, property, or safety, or that of our users, or to prevent illegal activities
Regulatory Compliance: To comply with gambling regulations, telecommunications laws, or data protection authorities when legally required
Note: We never use your call recordings, player data, or campaign information for marketing purposes or share it with advertisers.
7. Your Rights
You have the following rights regarding your organizational / personal data:
Access: Request access to your personal / organizational data and information about how it's processed
Correction: Request correction of inaccurate or incomplete data
Deletion: Request deletion of your personal data (subject to legal retention requirements)
Portability: Export of your data in a machine-readable format - built-in exporters allow export of all data to CSV and other formats
Restriction: Request limitation of processing in certain circumstances
Objection: Object to processing based on legitimate interests
Withdrawal: Withdraw consent for data processing where consent is the legal basis
Account Information: Retained for as long as your account is active, plus a reasonable period for account recovery
Player Data: Retained for as long as your account is active. You can delete player data at any time through the platform or by contacting us
Call Recordings & Transcripts: Retained for the duration of your subscription and typically 90 days after account termination to allow for compliance audits and data export. Extended retention available for regulatory compliance requirements
Campaign Data & Analytics: Retained for as long as your account is active for historical reporting and analysis
Compliance Records: Retained for extended periods as required by gambling regulations and telecommunications laws (typically 3-7 years depending on jurisdiction)
Financial Records: Retained as required by law and for accounting purposes (typically 7 years)
System Logs: Retained for 90 days for security, debugging, and operational purposes
Data retention periods may vary based on the type of information, applicable legal requirements, and regulatory compliance obligations in gambling and telecommunications sectors.
Important: If you are subject to specific regulatory retention requirements, please contact us to arrange extended data retention periods.
9. Third-Party Links
Our platform may contain links to third-party websites or integrate with external systems (such as player databases or CRM systems). We are not responsible for the privacy practices or content of those external sites or services. Please review their privacy policies separately.
10. Changes to Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our practices or applicable laws. We will notify you of any material changes through:
Email notification to your registered address
Platform notification when you log in
Announcement on our website
Your continued use of our platform after such notification implies acceptance of the according updated policy.
11. Contact Information
For privacy-related questions, to exercise your data rights, or to report privacy concerns, please contact us.
For more information about your use of our service, please see our Terms and Conditions.
12. Legal Basis for Processing
We process your data and the player data you provide based on the following legal bases under GDPR and other applicable data protection laws:
Contract Performance: To provide our automated calling agent services, campaign management, and related features as agreed in our Terms and Conditions
Legitimate Interests: To improve our AI models and voice technology, ensure security and fraud prevention, provide customer support, and maintain service quality. These interests are balanced against individual privacy rights
Legal Obligations: To comply with applicable laws and regulations including gambling regulations, telecommunications laws, data protection requirements, financial reporting, and legal processes
Consent: For certain processing activities where required by law, such as specific marketing communications or optional features
Important for Customer Responsibility: You are responsible for ensuring you have a valid legal basis (such as consent, legitimate interest, or contractual necessity) to share player data with us and to use our calling services to contact those players under applicable data protection laws.
14. Data Deletion
You can request deletion of your data at any time as follows:
Submit a data deletion request through our contact page
Specify which data you wish to delete (account data, player data, call recordings, campaign data, or all data)
We will verify your identity and process your request in accordance with applicable laws
We will notify you once the deletion is complete (typically within 30 days)
You can also delete player data and campaigns directly through the platform interface
Important limitations: Certain data may be retained even after deletion request due to:
Regulatory compliance obligations (typically 3-7 years for call recordings and compliance records)
Ongoing legal proceedings or disputes
Legitimate business purposes (fraud prevention, security investigations)
Technical limitations (backup systems may retain copies for limited periods)
15. Data Breach Notification
In the event of a data breach that affects your information or player data you have provided, we will:
Notify relevant data protection authorities within 72 hours as required by GDPR and applicable laws
Inform affected customers promptly when required by applicable regulations
Provide detailed information about the nature of the breach, data affected, and potential consequences
Communicate the steps we are taking to address the breach and prevent future incidents
Offer guidance on protective measures you and affected players should take
Cooperate fully with regulatory investigations
Preventive Measures: We strictly monitor our systems 24/7 to prevent breaches and unauthorized access, employ bank-level encryption (AES-256), maintain enterprise security standards (VPC), conduct regular security audits, and follow the latest security best practices in the industry.