Privacy at Pazira
Privacy Policy
How Pazira, a service of Ozthropic, collects, uses, stores and protects information about visitors, customers and the people who call them.
Last updated · Terms & Conditions
We handle personal information in line with the Australian Privacy Act and the Australian Privacy Principles, and hold ourselves to them whether or not the Act strictly applies to us.
1. Who we are and what this covers
Pazira is an AI receptionist built and run by Ozthropic, an Australian-owned business in Sydney. This policy covers the Pazira website, the “Call me now” demo, the free trial, subscriptions and the Pazira account, and the calls Pazira answers for our customers. “We”, “us” and “our” mean Ozthropic.
Pazira is an automated receptionist: calls are answered by software and are recorded and transcribed. The one exception: if a customer has chosen human backup and Pazira is unavailable, a member of our team may answer that customer’s calls, Monday to Friday 9am to 5pm Sydney time. They take the same details Pazira would, and those details are handled the same way. Callers are told at the start of a call that it may be recorded, and Pazira says she is an AI receptionist if she is asked.
2. Three kinds of people
- Visitors who try the demo, use the booking page or contact us.
- Customers who run a trial or plan.
- Callers: the people who ring our customers and speak to Pazira.
3. Our role, and our customers’
For visitors and customers, we collect and use the information described here in our own right.
For callers to our customers, we handle the information on the customer’s behalf. The customer decides why it is collected and how it is used in their business, and is the first place to ask about it. We also hold it, protect it, and use it only to run, secure and bill the service. Where the law makes us responsible as well, we are.
4. Visitors: the demo, the booking page and the contact form
For a demo we collect the type of business you pick, your mobile number, the result of the one-time code, your IP address and browser details (for spam and abuse checks), and a recording, transcript and summary of the demo call. We keep a record that you ticked the Terms, and when.
For a contact message we keep what you send and how to reach you. A booking keeps your name, mobile, the time booked and any notes. A customer’s booking page asks you to prove your mobile with a texted code before it books anything.
If you talk or type to Pazira on our website, the conversation runs through our voice provider (ElevenLabs, in the United States). We keep a recording or transcript for 90 days to check her answers, then it is deleted. She asks only for a name and a mobile, and only to book a chat with us; never give her card details or passwords.
5. Customers
Name, business name, email, mobile, the number Pazira answers for, opening hours, address and what you tell us about your business; your plan, trial dates, purchases and payment status; what you set in your account, such as your greeting, rules and questions and answers.
Card details go straight to Stripe; we never see or store your card number. Sign-in to your account is by a one-time link texted to your mobile.
6. Callers to our customers
When Pazira answers a call for a customer, whether on the phone or from the customer’s website, she collects what the caller says: usually their name, number, what they need and a time. We keep a recording and a written transcript of the call, and a summary, and text the customer a summary. The customer can play the recording and read the transcript in their account.
Callers sometimes mention health or other sensitive details, especially when calling a clinic. Pazira is told to ask only for what a booking needs. If you choose to tell her more, it is kept with the call and handled as sensitive information; the business you called decides how it is used.
A caller who books receives texts: a code, a confirmation, a reminder. They are factual, and they name the business you booked with.
7. How we use information
To run the demo, the trial and the service; to answer and book calls for customers; to text codes, confirmations, reminders and summaries; to keep our systems safe and stop abuse; to check Pazira’s quality; to bill and keep records; to know which flyers, partners and ads bring us customers; and to meet legal obligations.
We do not sell personal information and we do not use your calls to advertise to anyone.
8. Decisions made by software
Pazira is software and makes some decisions without a person looking. Using a caller’s words, number and the customer’s settings, it decides whether a requested time is free and can be booked, whether a call sounds urgent, whether the caller is on the customer’s blocked list (a blocked caller’s booking is refused), and what goes in the summary. On our own website, it decides whether a demo request is within our limits.
These decisions are about bookings and message handling, not about whether someone is entitled to a service. A customer, and we, can look at any call and correct what Pazira did; ask at hello@pazira.com.au or through the contact page.
9. Text messages
We send service texts only: demo codes, booking codes, confirmations and reminders, call summaries and reports to a customer, the trial reminder and sign-in links. They are factual, and no marketing is added to them. Texts that Pazira sends to a customer’s callers name that customer. Write to hello@pazira.com.au or use the contact page if you would rather not receive texts; some service texts are needed for the service to work.
11. Overseas processing
Recordings, transcripts and your account details are stored in Sydney, Australia. While a call is on, the audio is processed by our voice provider in the United States, and our phone, payment and hosting providers operate in the United States and other countries where they run their networks. We take reasonable steps, including contracts, to make sure they handle information as the Australian Privacy Principles require. Provider locations can change; this policy will say so.
Members of our team who answer backup calls may work from inside or outside Australia. Wherever they are, they work under our policies and Australian privacy standards, and see only what they need to take the call.
12. How long we keep things
- Demo recordings, transcripts and summaries: 12 months, then deleted automatically.
- Recordings, transcripts and summaries of calls to customers: while you are a customer and for up to 12 months, then deleted automatically; the date, length and outcome of a call are kept for reports.
- Customer account and billing records: while you are a customer and for up to 7 years after, as tax and company law requires, then deleted.
- One-time codes: 10 minutes. Spam and abuse counters: 24 hours. Sign-in links and sessions: days.
13. Security
Data is encrypted in transit and at rest, access is limited to the people who need it, codes and sign-in links are stored only as hashes, and every failure is reported to us straight away. No system is perfectly secure. If a breach is likely to cause serious harm to you, we will tell you and the Australian Information Commissioner as the law requires, and we tell the customer concerned promptly.
15. Your rights
Ask us what we hold about you, ask us to correct it, or ask us to delete your demo, your contact message or your account. For callers to our customers, ask the customer or us; we will respond within 30 days, and delete what we hold unless we must keep it. We do not charge to ask. Write to hello@pazira.com.au or use the contact page; we may need to confirm it is you first.
16. Complaints
Contact us first at hello@pazira.com.au or through the contact page, and we will respond within 30 days. If you are not satisfied, you can complain to the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992).
17. Children
Pazira is for businesses and is not directed at children.
18. Changes
When the service or the law changes we update this page and the date at the top.
19. Contact
Write to hello@pazira.com.au, or use the contact page.