Privacy Policy

A. When SYNTRANOVA AL LTD is the controller

We decide why and how personal data is processed for our own activities:

• Website visitors of ravoqen.com: technical data needed to deliver the site (IP address, browser, pages requested) and, only with your consent, Google Analytics statistics;
• Website chat and demo requests: what you write or tell us, and your contact details;
• Account users of Ravoqen customers: name, business email, phone, role, login history and security logs;
• Billing contacts: company name, VAT number, billing address and payment status (card details are handled by our payment provider);
• Support and sales communications, and our own marketing to business contacts.

Purposes and legal bases

• Providing the Service and managing customer accounts, billing and support — performance of a contract (Art. 6(1)(b) GDPR);
• Security, fraud and abuse prevention, service improvement and business-to-business sales communications — legitimate interests (Art. 6(1)(f));
• Website analytics cookies and marketing where required — consent (Art. 6(1)(a)), which you can withdraw at any time;
• Accounting, tax and other legal duties — legal obligation (Art. 6(1)(c)).

These legal bases apply where SYNTRANOVA AL LTD acts as controller. Where Ravoqen processes personal data on behalf of a business customer, the Customer determines the applicable lawful basis and Ravoqen processes the data under the Customer’s documented instructions.

Retention

• Account and support data: for the duration of the customer relationship and up to 2 years after it ends, unless a longer period is needed for legal claims;
• Invoices and accounting records: for the period required by tax and accounting law;
• Website chat and demo requests: up to 24 months after the last contact;
• Analytics data (with consent): up to 14 months;
• Security logs: up to 30 days for web-server logs, longer only where needed to investigate an incident.

B. When SYNTRANOVA AL LTD is the processor

For personal data processed through Ravoqen on behalf of our business customers, the relevant business customer acts as data controller and SYNTRANOVA AL LTD acts as data processor. This covers, for example, callers, leads, guests, patients where applicable and other end customers of our customers, appointment information, chat and messaging content, call recordings, transcripts and conversation metadata.

We process this data only to provide the Service, under the customer’s documented instructions and the Ravoqen Data Processing Agreement, which forms part of every customer contract. If you were in contact with a business that uses Ravoqen, that business is responsible for informing you and handling your requests; please contact it first. We assist our customers in responding.

C. Recipients

We do not sell personal data. Where necessary to provide and secure the Service, personal data may be shared with carefully selected service providers acting as processors or subprocessors, including providers of cloud infrastructure, communications and telephony, conversational AI and speech processing, messaging, email delivery, security monitoring, analytics and payment services. Data may also be disclosed where required by law or to a competent authority.

Where Ravoqen acts as processor, detailed information concerning the subprocessors used for Customer Data is made available directly to the relevant Customer in accordance with the Ravoqen Data Processing Agreement.

D. Where data is processed

Our servers, databases, file storage and knowledge-base indexes are located in Germany, and our backups in Finland (European Union). Some service providers — in particular for telephony, conversational AI and speech processing, AI text processing, push notifications and website analytics — process data in the United States or other countries outside the EEA. In those cases we rely on the safeguards provided by GDPR, such as the European Commission’s Standard Contractual Clauses or an adequacy decision (including the EU–US Data Privacy Framework where the provider is certified).

E. Security

Connections to ravoqen.com and the dashboard are encrypted with TLS 1.2 or 1.3. Access to systems is restricted and logged, integration credentials are stored encrypted, and backups are encrypted and kept off-site in the EU. Service providers that need to process content (for example to transcribe a call or generate an answer) receive it in readable form under their own security commitments; the Service is therefore not end-to-end encrypted.

F. Your rights

Depending on the circumstances and subject to applicable legal conditions and exceptions, individuals may have rights including access, rectification, erasure, restriction, objection and data portability, and the right to withdraw consent at any time without affecting earlier processing.

• For data where SYNTRANOVA AL LTD is the controller (section A), write to contact@ravoqen.com.
• For data processed on behalf of a business customer (section B), please contact that business; if you contact us, we will forward your request to it and assist it.

You may also lodge a complaint with a data protection authority, in particular in your country of residence. Our lead supervisory authority is the Office of the Commissioner for Personal Data Protection of the Republic of Cyprus (dataprotection.gov.cy).

G. Children

Ravoqen accounts are only for businesses and the people acting for them, who must be at least 18. Our customers’ end customers may include minors (for example when a parent books an appointment for a child); such data is processed as described in section B, on the customer’s instructions.

H. Changes

We will publish updates on this page and, where the change is material, inform customers by email.

Operator. Ravoqen is a brand operated by SYNTRANOVA AL LTD · Nikis 1, Anthoupoli, 2350 Nicosia, Cyprus · Company registration no. HE 485824 (Registrar of Companies, Cyprus) · VAT CY60296296V · contact@ravoqen.com