Privacy Policy

This Privacy Policy applies to the Margi AIwebsite, dashboard, and voice service (the “Service”), operated by Margi AI(“we”, “us”). By using the Service you agree to this policy together with our Terms of Service.

Who this covers

Two kinds of people appear in our Service, and both are protected here:

• Brokers: the businesses that sign up, log in, and use the dashboard.
• Callers: the drivers, transporters, and customers who phone a broker's number and speak to our AI agent. Callers are often not our direct users, so brokers share responsibility for informing them (see Call recording).

What we collect

Account & business data

Name, email, phone number, business name, and login credentials (passwords are stored only as a salted hash, so we never see them). Your assigned or forwarded phone number and voice-agent settings.

Call data

When a call is handled by the agent, we may collect and store the audio recording, a transcript, the caller's phone number, call time and duration, and the information a caller provides during the call, such as their name and the load, truck, or route details needed to serve the request.

Payment data

Subscriptions and payments are processed by a secure third-party payment provider. We receive confirmation of payment and plan details but never store your full card or bank credentials. Those stay with the payment provider.

Usage & technical data

Product-usage events, device and browser information, IP address, and error diagnostics, used to keep the Service running and to improve it.

Call recording & consent

Calls handled by the agent are recorded and transcribed so the broker has a record of what was said, to resolve disputes, and to improve accuracy. At the start of a call the agent discloses that the call is recorded.

Our lawful basis is the broker's instruction to operate their line and the caller's continued participation after the disclosure. Brokers are responsible for ensuring they are permitted to record and forward calls on their line and for any additional notice their own customers require.

If a caller does not wish to be recorded, they can end the call after the disclosure and contact the broker through another channel; because recording is integral to how the Service documents bookings, the agent cannot handle a call with recording switched off. A caller may also ask us or the broker to delete a recording afterwards (see Your rights).

Model training

We use call recordings and transcripts to operate the Service and to improve its accuracy — for example, reviewing calls a broker reports as wrong. We do not use your calls to train our own foundation models, and our AI providers process call data to deliver the Service under their service terms, not to build advertising profiles. If this ever changes, we will update this policy and notify brokers first.

How we use data

• To answer calls, capture load/truck details, and book or match loads.
• To show brokers their calls, loads, trucks, and analytics.
• To bill for the Service and prevent fraud and abuse.
• To improve the accuracy and safety of the voice agent (for example, reviewing calls that a broker reports as wrong).
• To provide support and to meet legal and tax obligations.

Legal basis under the DPDP Act

We process personal data on the basis of your consent and for the “legitimate uses” permitted under the DPDP Act, principally to provide a service you have requested. You can withdraw consent at any time (see Your rights); doing so may mean we can no longer provide parts of the Service.

Service providers who process data for us

We do not sell your personal data, and we do not share it with anyone for their own purposes. To run the Service, a limited set of providers process data strictly on our instructions and only as much as needed to deliver it:

• Telephony & real-time voice providers: to connect, route, and carry calls.
• Speech & language-AI providers: to convert speech to text, generate the agent's voice, and understand and respond during a call.
• Payment processor: to take payments securely (we never receive your full card or bank details).
• Cloud hosting, database, email & monitoring providers: to run the Service, send transactional email, and keep it reliable.

We may also disclose data where required by law, to enforce our Terms, or to protect the rights and safety of users and the public.

Cross-border processing

Some processors (for example the language-model provider) may process data on servers outside India. Where that happens we rely on the provider's contractual and security commitments and transfer only what is necessary to deliver the Service, in line with the DPDP Act.

How long we keep it

• Call recordings: kept for 90 days on every plan, then automatically deleted.
• Transcripts: kept for 180 days on every plan, then automatically deleted.
• Account & booking records: kept while your account is active and for as long afterwards as we must for tax, accounting, and legal purposes, then deleted or anonymised.

Brokers may delete recordings and transcripts earlier from the dashboard. Deleted data may remain in our database provider's encrypted backups for a limited recovery period before permanent removal.

When a broker closes their account, we delete their data on the schedule above except where the law requires us to retain it.

Your rights

Under the DPDP Act you can ask us to:

• Access the personal data we hold about you.
• Correct data that is inaccurate or incomplete.
• Erase your data where it is no longer needed.
• Withdraw a consent you previously gave.
• Nominate another person to exercise these rights on your behalf.

To exercise any of these, email grievance@margiai.com. Brokers can also export or delete much of their data directly from the dashboard.

How we protect it

Access to broker data is scoped per account, passwords are hashed, payment credentials never touch our servers, internal API errors are not exposed to clients, and we monitor for abnormal activity. No system is perfectly secure, but we work to keep your data safe and to notify you of any breach that affects you as required by law.

Grievances

For any question or complaint about your personal data, or to exercise your rights under the DPDP Act, contact our Grievance Officer:

• Email: grievance@margiai.com

We aim to acknowledge grievances within a reasonable time and resolve them promptly.

Changes to this policy

We may update this policy as the Service evolves or the law changes. We will post the revised version here with a new “last updated” date and, for material changes, notify brokers by email.

Contact

Questions? Reach us at support@margiai.com or see our Contact page.