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Privacy Policy

Privacy Policy

Last updated: May 29, 2026

Polished.CX ("Polished.CX," "we," "us," or "our") operates the website at https://polished.cx/ and the related real-time voice AI services (the "Service"). This Privacy Policy explains what information we collect, how we use it, and the choices you have.

By using the Service, you agree to the practices described in this policy. If you do not agree, please do not use the Service.

1. Who We Are

2. Information We Collect

2.1 Information you provide

  • Account information: name, work email address, company name, and (where applicable) password.
  • Billing information: billing name, billing address, and payment details, which are processed by our payment provider - we do not store full card numbers.
  • Communications: information you share when you contact us through the website form, request a demo, or correspond with support.

2.2 Voice and audio data

Because the Service processes spoken conversations in real time, we may collect and process:

  • Audio streams of conversations routed through the Service.
  • Transcriptions and derived text generated during real-time processing.
  • Audio-derived signals such as language, accent, background-noise characteristics, and speech rhythm used to deliver real-time accent localization, noise removal, translation, and voice preservation.

Audio is processed in real time and is not retained as a long-term recording unless your organization explicitly enables recording or analytics retention.

Please review Section 4 ("Voice Data and Sensitive Information") carefully.

2.3 Information collected automatically

  • IP address and approximate location.
  • Device, browser, and operating system information.
  • Usage data and logs (features used, timestamps, session activity, latency metrics).
  • Cookies and similar technologies (see Section 8).

3. How We Use Your Information

We use information to:

  • Provide, operate, and maintain the Service, including real-time accent localization, noise removal, translation across supported languages, and voice preservation.
  • Create and manage your account.
  • Process payments and manage subscriptions.
  • Communicate with you (service notices, support responses, and - where permitted - product updates).
  • Monitor, secure, and improve the Service, including measuring latency and audio quality.
  • Comply with legal obligations and enforce our terms.
  • Send marketing communications where permitted by law. You can opt out at any time using the unsubscribe link in any marketing email or by contacting privacy@polished.cx.

We do not use customer audio or transcriptions to train or improve general-purpose AI models. Any model tuning on customer voice data is performed only with that customer's explicit written agreement and is scoped to that customer's deployment.

4. Voice Data and Sensitive Information

  • Whose voice is processed? The Service processes the voice of the account holder's users (for example, agents) and of other participants in a conversation (for example, customers on a call), as routed through your integration.
  • Voiceprints / biometric data: The Service preserves the speaker's vocal identity for the duration of real-time processing but does not create, store, or use persistent voiceprints or biometric identifiers for identification purposes. We do not perform speaker enrollment or matching, and we do not generate biometric templates within the meaning of laws such as the Illinois Biometric Information Privacy Act (BIPA) or the EU GDPR's rules on special-category data.
  • Sensitive conversation content: Conversations may contain sensitive information depending on how you use the Service. Audio is processed in transit, in real time, and is not retained beyond the active session unless your organization configures retention for recording, QA, or analytics.

You are responsible for ensuring you have any legally required consent from all participants before processing their voice through the Service. See the Terms of Service.

5. Legal Bases for Processing (EEA / UK Users)

Where the GDPR or UK GDPR applies, we rely on the following legal bases:

  • Performance of a contract - to provide the Service you request.
  • Legitimate interests - to secure, maintain, and improve the Service.
  • Consent - for marketing communications and any optional features that require consent.
  • Legal obligation - to comply with applicable law.

6. How We Share Information

We do not sell your personal information. We share information with:

  • Service providers / sub-processors that help us operate the Service, including hosting and infrastructure providers, speech processing and AI model providers, telephony/communications providers (where applicable), payment processors, and analytics providers. A current list of sub-processors is available on request at privacy@polished.cx.
  • Professional advisors (legal, accounting) as needed.
  • Authorities, where required by law or to protect rights and safety.
  • In a business transfer (merger, acquisition, or sale of assets).

7. International Data Transfers

The Service supports global conversations across 84 languages, so your information may be transferred to and processed in countries other than your own, including the United States, the European Union, and the United Kingdom. Where we transfer personal data out of the EEA or UK, we rely on Standard Contractual Clauses or other lawful transfer mechanisms.

8. Cookies and Tracking

The website uses:

  • Essential cookies: required for the Service and website to function (for example, session and security cookies).
  • Analytics cookies: to understand how visitors use the website so we can improve it.

You can manage cookies through your browser settings. Where required by law, we present a cookie consent prompt that lets you accept or reject non-essential cookies.

9. Data Retention

We retain personal information only as long as necessary for the purposes described in this policy or as required by law.

  • Real-time audio: processed in transit and not retained after the session ends, unless your organization explicitly enables recording or analytics retention.
  • Transcriptions and analytics data: retained for the period configured by your organization, or for up to 30 days by default for operational diagnostics.
  • Account and billing records: retained for the life of the account and for a reasonable period afterward to meet legal, tax, and audit obligations.

10. Security

We use industry-standard technical and organizational measures to protect your information, including encryption in transit, access controls, and audit logging. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

11. Your Rights

Depending on where you live, you may have the right to:

  • Access, correct, or delete your personal information.
  • Object to or restrict certain processing.
  • Withdraw consent (where processing is based on consent).
  • Data portability.
  • Lodge a complaint with a supervisory authority.

California residents (CCPA/CPRA): you have additional rights, including the right to know, delete, correct, and opt out of the "sale" or "sharing" of personal information. We do not sell personal information.

To exercise any right, contact us at privacy@polished.cx. We will respond as required by applicable law.

12. Children's Privacy

The Service is a business tool and is not directed to children under 18. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, contact privacy@polished.cx and we will delete it.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the updated version here and revise the "Last updated" date. For material changes, we will notify account holders by email or in-product notice before the changes take effect.

14. Contact Us

Questions about this Privacy Policy or your data: Polished.CX privacy@polished.cx