This Privacy Policy explains how [TalkHub Pte. Ltd. ("TalkHub", "we", "us") collects, uses, discloses and protects personal data when you use our website (talkhub.io), our web application, and the TalkHub mobile apps for iOS and Android (together, the "Services").
1. Your data, or our customer's data
Businesses use TalkHub to communicate with their own customers across voice, video and messaging channels. We handle personal data in two roles:
Data we process for our customers. When a business uses TalkHub to call or message its customers, we process that communications data on the business's behalf and under its instructions, as a data intermediary under the Singapore Personal Data Protection Act 2012 ("PDPA"). That business decides how and why this data is used. Under our agreement with that business, it is responsible for providing any notice and obtaining any consent required from the people it communicates with, including any notice or consent required by law to record calls. If you are a customer of a business that uses TalkHub, please direct questions or requests about your personal data to that business; you may also contact our Data Protection Officer (Section 10).
Data we collect for ourselves. For our account holders, their authorised users (such as agents who sign in to our apps) and visitors to our website, TalkHub is the organisation responsible for personal data under the PDPA. The rest of this policy is mainly about this data.
2. What we collect
We collect personal data directly from you, from the organisation that provisions your account, automatically when you use the Services, from our customers when they store data in the Services, and from our service providers and partners in connection with the Services. This includes:
- Account and profile information — such as name, business email address, phone number, role, authentication information, settings and preferences; and billing and payment details for paying accounts.
- Communications data processed for our customers — such as calls made and received through the Services (including call metadata and, where the relevant features are enabled by our customer, call recordings, voicemails, transcriptions, translations and AI-generated summaries), messages and conversations on channels our customer connects (such as WhatsApp, Viber, voice, video and other channels we make available from time to time), and contact records our customers store in the Services. We process this data in the role described in Section 1.
- Usage and technical data — such as log data, IP address, browser and device information (device model, operating system, app version), identifiers, and information about how you use the Services, including via cookies and similar technologies on our website (you can manage cookies in your browser settings).
- Mobile app data — when you use our mobile apps: microphone audio when you make or answer calls, which is transmitted to the other party — where the business that provisions your account has enabled call recording, calls are recorded on our platform on that business's instructions (see Section 1); push notification tokens, so we can alert you to incoming calls and messages; crash reports and diagnostics; and app usage analytics. You can change the app's device permissions (such as microphone and notifications) in your device settings at any time.
3. How we use personal data
This section describes how we use personal data for which we are responsible under Section 1. Communications data that we process for our customers is used to provide the Services to the relevant customer and as permitted by our agreement with that customer.
We use personal data to:
- provide, operate, maintain, secure, improve and develop the Services, including setting up accounts and authenticating users;
- process transactions, subscriptions and payments;
- provide support and communicate with you about the Services;
- send marketing communications to account holders and people who ask to hear from us, which you can opt out of at any time;
- monitor, troubleshoot and analyse the Services, including crash diagnostics and usage analytics;
- detect, investigate and prevent fraud, abuse and security incidents; and
- comply with legal obligations and enforce our agreements.
Where permitted by applicable law, we may collect, use or disclose personal data without consent, including in reliance on the legitimate interests exception under the PDPA — for example, for security, fraud prevention and the protection of our Services and users (we do not rely on this exception for marketing messages). You can contact our Data Protection Officer (Section 10) for more information.
4. How we share personal data
We may share personal data with:
- Service providers that process it on our behalf — such as cloud hosting and infrastructure providers, telecommunications carriers, communications channel providers, AI and transcription service providers (where AI features such as transcription, translation and summaries are enabled, call and message content may be processed by these providers to deliver those features), payment processors, and analytics and crash-reporting providers.
- The organisation that provisions your account — that organisation and its administrators can access data in the Services associated with your account, including calls, messages and activity.
- Authorities and other parties where required — to comply with applicable law or legal process, or to protect the rights, property or safety of TalkHub, our customers or others.
- A successor entity — in connection with a merger, acquisition or sale of assets.
We require third parties with whom we share personal data, including those that process it on our behalf, to provide protection for that data at least equal to that described in this policy and required by applicable law and applicable platform requirements.
5. Security
We use appropriate technical and organisational measures — such as encryption and access controls — to protect personal data against unauthorised access, collection, use, disclosure, alteration and destruction. No system is completely secure, and we cannot guarantee the absolute security of your data.
6. Retention and deletion
We retain personal data for as long as it is needed for the purposes described in this policy, and as required or permitted by law. When it is no longer needed, we take reasonable steps to delete or anonymise it. Data we process on behalf of a customer is retained and deleted in accordance with that customer's settings and our agreement with them.
You can request deletion of your personal data or your account at any time by contacting our Data Protection Officer (Section 10). Where an account is administered by an organisation, we may coordinate with that organisation as the party responsible for the account.
7. Your choices and rights
You may request access to or correction of your personal data, or withdraw consent to its collection, use or disclosure, by contacting our Data Protection Officer (Section 10). If you withdraw consent, we may not be able to provide some or all of the Services to you. You can opt out of marketing emails using the unsubscribe link in any marketing email we send.
8. International transfers
Personal data may be stored and processed in Singapore and in other jurisdictions where we or our service providers operate. Where personal data is transferred outside Singapore, we take steps — such as contractual protections with recipients — to ensure it continues to receive a standard of protection comparable to that under this policy and applicable law.
9. Changes to this policy
We may update this policy from time to time; the current version, with its "Last updated" date, is available at talkhub.io/privacy-policy.
10. Contact — Data Protection Officer
For any questions or requests about this policy or your personal data, contact our Data Protection Officer.