Privacy Policy

We may collect or process:

• names
• business email addresses
• telephone numbers
• company names
• service addresses
• website enquiry information
• service requests
• appointment and scheduling information
• call outcomes and urgency classifications
• callback requests
• operational notes
• technical logs
• information supplied during inbound calls
• information necessary to configure or operate integrations

Depending on the client deployment and configuration, call recordings, transcripts or AI-generated call summaries may also be processed by ArbiXcel or authorised technology providers.

We do not intentionally collect more personal information than is reasonably necessary to provide the configured service.

Information submitted through ArbiXcel website forms may be used to:

• respond to enquiries
• assess operational fit
• arrange consultations
• prepare proposals
• communicate regarding ArbiXcel services
• maintain appropriate business records

When ArbiXcel provides services to a business client, the client may act as the data controller or equivalent decision-maker for customer information, while ArbiXcel may process information on the client’s documented instructions.

The exact legal roles may depend on the deployment and applicable law.

Where a user or client authorises ArbiXcel to connect to Google services, including Google Calendar, ArbiXcel may access Google user data only to provide the functionality authorised by that user or client.

For Google Calendar integrations, this may include:

• viewing calendar availability
• reading relevant event information
• creating appointments
• updating appointments
• rescheduling appointments
• cancelling or deleting appointments when requested through the authorised workflow
• maintaining synchronisation between the configured ArbiXcel workflow and the authorised calendar

ArbiXcel does not sell Google user data or use it for advertising. Google user data is used only to provide, maintain, secure and troubleshoot functionality authorised by the user or client.

ArbiXcel’s use and transfer of information received from Google APIs will comply with the Google API Services User Data Policy, including applicable Limited Use requirements.

Google user data obtained through OAuth authorisation will only be used for the functionality described in this Privacy Policy and authorised by the user.

We may use information to:

• provide and operate ArbiXcel services
• configure voice-dispatch workflows
• handle service requests
• determine appointment availability
• create, retrieve, cancel or reschedule appointments
• record callback requests
• support configured escalation workflows
• maintain operational records and provide dashboard reporting
• respond to enquiries and provide technical support
• troubleshoot errors and monitor reliability and security
• improve configured workflows
• comply with legal obligations and enforce contractual rights

ArbiXcel services may use artificial intelligence and automated systems to process spoken or written information, classify service requests, summarise calls, determine workflow actions and interact with connected systems.

AI-generated outputs may contain errors. Critical actions should therefore be supported by deterministic backend checks, authorised business rules and connected-system confirmation where appropriate.

ArbiXcel should not be relied upon as a substitute for qualified emergency services, professional technical advice, legal advice, medical advice or other regulated professional services.

ArbiXcel may use authorised third-party providers for functions including:

• cloud infrastructure and database services
• telephony, voice processing and speech recognition
• artificial intelligence
• scheduling and calendar integration
• CRM or FSM integration
• monitoring and analytics
• communications and website hosting

These providers may process information only as necessary to deliver their contracted services and subject to applicable contractual and privacy obligations. The specific providers used may vary according to the client deployment.

ArbiXcel does not sell personal information to third parties.

Personal information is retained only for as long as reasonably necessary for the purpose for which it was collected, to provide contracted services, maintain operational records, troubleshoot systems, resolve disputes, enforce agreements and comply with applicable legal requirements.

Retention periods may vary according to information type, client configuration, contractual requirements, connected technology providers, legal obligations and operational requirements.

ArbiXcel uses reasonable technical and organisational measures designed to protect personal information from unauthorised access, alteration, disclosure, misuse or loss.

These measures may include encrypted HTTPS/TLS communications, restricted credentials, client-specific access, controlled API permissions, database access controls, operational logging and authentication controls.

No internet-based, cloud-based or AI system can be guaranteed to be completely secure.

Some technology providers used by ArbiXcel may process information outside the United Kingdom. Where applicable, appropriate safeguards will be used in accordance with applicable data-protection requirements, which may include recognised contractual transfer mechanisms.

Where UK data-protection law applies, ArbiXcel may process personal information based on contractual necessity, legitimate interests, compliance with legal obligations, or consent where legally required.

The applicable legal basis depends on the relationship, information and processing activity.

Depending on applicable law, individuals may have rights including access, correction, deletion, restriction, objection, portability and withdrawal of consent where processing relies on consent.

Individuals may also have the right to complain to the Information Commissioner’s Office or another relevant supervisory authority.

Users may revoke ArbiXcel’s access to their Google Account at any time through their Google Account security or third-party access settings.

Revoking access may cause Google-connected ArbiXcel functionality, including calendar scheduling workflows, to stop operating until authorisation is restored.

ArbiXcel services are intended for business use and are not designed specifically for children.

We do not knowingly market ArbiXcel directly to children.

We may update this Privacy Policy from time to time to reflect changes in technology, services, law or business operations. The latest version and effective date will be published on this page.

Privacy enquiries, data-rights requests and questions about this Privacy Policy may be sent to habib@arbixcel.com or submitted through the website enquiry form.