Privacy Policy
Last updated: September 2026
Who we are
Dareena AI Limited (trading as dareena.ai; "we", "us", "our") is a New Zealand company, NZBN 9429053593047. We provide AI-powered call handling services for small businesses.
Our portal is located at portal.dareena.ai.
Our Privacy Officer can be contacted at privacy@dareena.ai for privacy-related queries, complaints, and access or correction requests.
Who this policy is for
This policy explains how dareena.ai handles personal information for two distinct audiences:
- If you are a dareena.ai customer — you have an account with us and operate an AI agent. We hold information about you (account, billing, configuration) and we process information collected during your AI agent's calls on your behalf as your service provider under section 11 of the Privacy Act 2020.
- If you called a business that uses dareena.ai — your call was answered by an AI agent operated by that business. dareena.ai processes the call recording, transcript, and any details you provided as a service provider acting on the business's behalf, in accordance with section 11 of the Privacy Act 2020. The business is the agency directly responsible to you for that information. The "If you are a caller" section below sets out your rights and how to exercise them.
Partners
dareena.ai operates a partner programme where authorised partners may resell the service under their own brand. If you are using the service through a partner — meaning the AI agent answering your calls is operated under a brand other than "dareena.ai" — both the partner and dareena.ai have privacy obligations. The partner is the customer-facing entity and may publish its own privacy notice covering data it controls. dareena.ai operates as the underlying platform provider and applies this Privacy Policy to its handling of personal information.
What we collect
When you use our service, we may collect:
- Account information — your name, email address, phone number, and business name
- Call data — audio recordings, AI-generated transcriptions, caller phone numbers, call timestamps, and conversation summaries
- Knowledge base content — articles, FAQ entries, and business information you provide to train your AI agent
- Configuration data — agent persona, greeting text, transfer targets, business hours, and voice preferences
- Connected service data — when you connect third-party accounts (such as Google Calendar or Google Sheets), we access data from those services as described in the "Connected integrations" section below
- Usage data — how you interact with the portal, including pages visited and features used
- Payment information — processed securely by Stripe; we do not store card details
Call recording & AI transcription
Important: call recording disclosure
All inbound calls handled by your AI agent are recorded and transcribed. Recordings are processed by AI to generate transcripts, conversation summaries, and caller intent analysis.
You are the agency responsible under Information Privacy Principle 3 of the Privacy Act 2020 for ensuring callers are aware their personal information is being collected, recorded, and processed during calls. dareena.ai supports this obligation by providing configurable disclosure options in your AI agent's greeting (a recording disclosure and AI identification toggle), which you can enable in the portal. You remain responsible for choosing whether to enable these disclosures and for any other steps required to inform callers in accordance with applicable law. We recommend seeking legal advice on the disclosure requirements that apply to your situation.
Call recordings and transcripts are stored for the duration of your account and are accessible from your portal. You can request deletion at any time.
Knowledge base content
You may provide knowledge base articles (services, hours, pricing, FAQ) that your AI agent uses during calls to answer caller questions. This content is stored on our servers and processed by our AI systems solely to deliver the service. We do not use your knowledge base content for any other purpose.
How we use your data
We use your information to:
- Provide, maintain, and improve the dareena.ai service
- Operate your AI agent — answering calls, conducting conversations, and making transfer/callback decisions using your knowledge base and configuration
- Transcribe and analyse calls on your behalf
- Read from and write to third-party services you have connected (such as Google Calendar or Google Sheets), as configured by you and as described in the "Connected integrations" section below
- Send you notifications (SMS, email, push) about your calls and callbacks
- Process your subscription payments
- Respond to support requests
AI processing
Call audio is processed by AI models to power real-time voice conversations, generate transcriptions, and produce summaries. Your knowledge base content is used by the AI during calls to answer caller questions accurately.
During calls, your AI agent may write caller-provided information (such as a caller's name, phone number, and reason for calling) to third-party services you have connected, including Google Calendar and Google Sheets. This only occurs when you have actively connected and configured these services.
This processing is done solely to provide the service to you. We do not use your call data, knowledge base content, or connected service data to train AI models.
Connected integrations
You may choose to connect third-party accounts to extend what your AI agent can do during calls. These connections are entirely optional and are initiated by you through the Connections page in your portal.
When you connect a service, you grant dareena.ai permission to access that service on your behalf via secure OAuth authorisation. We access only the data required to deliver the specific capabilities you have configured.
Google Calendar
When you connect your Google account for Calendar access, your AI agent can:
- Read your calendar's free/busy data to check availability when callers request an appointment
- Create new calendar events with caller details (name, phone number, reason for visit) when callers book an appointment
- Look up existing events by reference number when callers ask about a booking
- Cancel events when callers request a cancellation (with verification)
Google Sheets
When you connect your Google account for Sheets access, your AI agent can:
- Read column headers and cell data from your chosen spreadsheet to answer caller questions (such as pricing or availability)
- Append new rows to your spreadsheet to log call enquiries, job requests, or other caller-provided information
- Search your spreadsheet by caller name or phone number to find previous entries
Google user data: how we handle it
dareena.ai's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.
What data is accessed: calendar event data (titles, times, attendees, descriptions) and spreadsheet data (cell values, column headers, sheet names) from the specific Google account you connect.
How it is used: solely to provide the call handling features you have configured — checking availability, booking appointments, logging enquiries, and answering caller questions. We do not use Google user data for advertising, analytics, market research, AI model training, or any purpose unrelated to delivering your configured service.
Storage: dareena.ai proxies requests to Google's APIs in real time and does not maintain a separate copy of your Google Calendar or Sheets data. Caller information written to your Calendar or Sheets (such as a booking or an enquiry row) is stored in your own Google account. References to Google data may appear in call transcripts and summaries stored on our platform.
Sharing: Google user data is not shared with any third party other than the AI services listed at dareena.ai/legal/subprocessors, and only to the extent necessary to process a call on your behalf (for example, the AI model receives calendar availability data to formulate a spoken response to the caller).
Revoking access: you can disconnect your Google account at any time from the Connections page in your portal. Disconnecting immediately stops all access to your Google data. You can also revoke access from your Google account permissions page.
Other integrations
We may offer additional integrations (such as Trello or other project management tools) from time to time. Each integration follows the same principles: you initiate the connection, we access only the data needed to deliver the configured feature, and you can disconnect at any time.
Caller data and third-party services
When someone calls your AI agent, the caller provides information during the conversation (such as their name, phone number, and reason for calling). This caller-provided information may be:
- Stored in call transcripts and summaries on our platform
- Written to your connected services (such as Google Calendar events or Google Sheets rows) if you have configured your agent to do so
- Included in SMS or email notifications sent to you about the call
As the account holder, you are the data controller for information that your AI agent collects from callers and writes to your connected services. You are responsible for ensuring your use of the service complies with applicable privacy laws, including informing callers about how their information is used.
If you are a caller
This section is for members of the public whose calls have been handled by an AI agent operated by a dareena.ai customer.
How dareena.ai processes your information
dareena.ai acts as a service provider to the business you called, under section 11 of the Privacy Act 2020. The business is the agency that is directly responsible to you for the personal information collected during the call. dareena.ai stores and processes that information on the business's behalf and does not use it for its own purposes other than to deliver the service to the business and to maintain the security and reliability of the platform.
If section 11 does not apply to particular processing, this Privacy Policy serves as the notification required by Information Privacy Principle 3A of the Privacy Act 2020 in respect of any personal information collected indirectly. The matters that IPP 3A requires you to be made aware of are: the agency holding the information (dareena.ai); the purposes of collection (delivering AI call handling services to the business you called); the recipients (the business itself and the sub-processors listed at dareena.ai/legal/subprocessors); and your right to access and correct your information (set out below).
Your rights as a caller
You have the right to:
- Request a copy of the call recording, transcript, and other personal information dareena.ai holds about you
- Request correction of any inaccurate information
- Request deletion of your information (note: dareena.ai will coordinate with the business operating the AI agent, which may have its own retention obligations under New Zealand law)
- Complain to the Office of the Privacy Commissioner if you believe your privacy has been breached: privacy.org.nz
How to make a request
Email our Privacy Officer at privacy@dareena.ai. We will respond within 20 working days as required by the Privacy Act 2020. We may need to verify your identity before releasing personal information about you.
Sub-processors
dareena.ai engages a limited number of third-party service providers to deliver the Service. The current list, including each sub-processor's location, purpose, and the data categories they process, is published at dareena.ai/legal/subprocessors.
We do not sell your personal information to any third party.
Where data is processed
The platform infrastructure that delivers the dareena.ai service is substantially located in New Zealand:
- New Zealand — telephony infrastructure (call routing, SIP processing, integration proxy), application servers, the production database, and operational object storage (call recordings, invoices, agent skills, customer service artefacts) all operate on infrastructure located in New Zealand. Compute and database hosting is provided by Voyager Internet Ltd (Auckland); operational object storage is provided by Catalyst Cloud (Hamilton). Both are New Zealand-domiciled providers operating from New Zealand data centres.
- United States and European Union — AI processing services (speech-to-text, language model inference, voice synthesis) are operated by overseas providers including Anthropic, Deepgram, ElevenLabs, Inworld AI, and Microsoft Azure. Limited content-delivery and edge networking is provided by Cloudflare, and authentication, payment processing, transactional email, and customer support tooling are operated by a small number of additional overseas providers. The full list of providers, their locations, and the specific categories of data each one processes is published at dareena.ai/legal/subprocessors.
Transfers to overseas AI processors are made on the basis of section 11 of the Privacy Act 2020, where each provider acts as a service provider on dareena.ai's behalf to deliver call handling in accordance with customer instructions. Each overseas provider is bound by data processing terms that constrain its use of personal information to delivering the service.
New Zealand-hosted database and object storage infrastructure is used for customer data. A limited subset of non-personal branding assets (wholesaler logos, marketing imagery) continues to be served via Cloudflare's content delivery network for performance reasons; no caller personal information or production database content is held outside New Zealand.
Data sharing
Beyond the sub-processors listed at dareena.ai/legal/subprocessors, we share data only with:
- Your connected third-party accounts (such as Google Calendar or Sheets), as described in the "Connected integrations" section, and only as configured by you
- Hosting and infrastructure providers who help us operate the platform
- Authorities if required by New Zealand law
Data storage & retention
Your data is stored securely using industry-standard encryption.
While your account is active
The following data is retained for the duration of your account:
- Call recordings and transcripts
- Call metadata and call log records
- Knowledge base entries
- Agent configuration and account settings
- Callback records
Account closure
Upon account closure, all associated data is permanently removed within 60 days. Accounts with no payment activity for 90 consecutive days are considered inactive and are treated as closed for the purposes of this policy.
Billing records
Billing and financial records are retained for a minimum of seven years from the date of the transaction, as required by New Zealand GST legislation. This applies regardless of account status.
Connected integrations
Data written to your connected services (such as Google Calendar events or Sheets rows) is stored in your own third-party account and is subject to that provider's retention policies. We do not maintain separate copies of this data beyond what appears in call transcripts.
You can request deletion of your data at any time by contacting us at support@dareena.ai.
Your rights
Under New Zealand's Privacy Act 2020, you have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate information
- Request deletion of your personal information
- Complain to the Office of the Privacy Commissioner if you believe your privacy has been breached
Privacy breaches
In the event of a notifiable privacy breach, dareena.ai will notify affected individuals and the Office of the Privacy Commissioner in accordance with sections 112–118 of the Privacy Act 2020. Where the breach affects callers, dareena.ai will coordinate with the relevant customer or wholesaler so that affected individuals are notified through the most direct channel available.
Cookies
We use essential cookies to keep you signed in and functional cookies to improve your experience.
On our marketing website at dareena.ai we also use advertising-measurement cookies — Meta's _fbp and _fbc — which are set when you visit our marketing pages. A short notice on those pages says so. These cookies are not used in the portal or anywhere in the call handling service. You can block or clear them in your browser's cookie settings at any time; see "How to stop it" below.
Marketing website advertising and measurement
We advertise on Meta's platforms (Facebook and Instagram) and we measure which of those advertisements lead to a genuine enquiry. Two things happen as a result, and they are separate.
In your browser. Our marketing pages load the Meta Pixel through Cloudflare Zaraz, which records page views and sets the _fbp and _fbc cookies described above. This happens when you visit one of those pages, and the notice strip on them tells you so at the time.
When you submit an enquiry form. We send Meta a hashed copy of your email address and phone number, along with any advertisement-click identifier your browser is carrying, so that Meta can tell us the enquiry came from one of our advertisements. We do this for every enquiry, not only those that arrived through an advertisement — Meta uses the complete picture both to measure our advertising and to decide who to show it to. The email and phone number are hashed before they leave us — Meta receives a one-way fingerprint, not the address itself. This is a separate thing from the cookies above: it happens because you submitted the form, not because of anything stored in your browser, which is why the form says so directly above the send button.
Meta is an independent controller, not our sub-processor. Meta Platforms, Inc. (United States) uses the data it receives for its own purposes as well as ours, under its own terms, which is a different relationship from the providers listed at dareena.ai/legal/subprocessors. Sending it overseas is a disclosure under information privacy principle 12 of the Privacy Act 2020.
How to stop it. For the browser-side cookies, block or delete them in your browser's cookie settings — every major browser can block third-party and site cookies, and clearing site data for dareena.ai removes any already set. To stop the form disclosure, tell us at privacy@dareena.ai and we will suppress it for your enquiry. You can also limit how Meta uses advertising data about you in your Meta account's ad settings.
Scope. All of this applies to the dareena.ai marketing website only. No caller data, call recording, transcript or portal content is ever sent to Meta or to any advertising platform.
Changes to this policy
We may update this policy from time to time. We will notify you of material changes via email. The "Last updated" date at the top of this page reflects the most recent revision.
Contact us
For general questions about this policy or our service, email us at support@dareena.ai.
For privacy-related queries, complaints, and access or correction requests, contact our Privacy Officer at privacy@dareena.ai. We will respond within 20 working days as required by the Privacy Act 2020.