Last Updated: December 2025

This privacy policy explains the what, how, and why of the information we collect when you visit or use one of our websites, use our Products and Services, or interact with our Voice AI Agents. We take your privacy extremely seriously and never sell lists or email addresses.

1. Definitions

These definitions should help you understand this policy:

"We", "Us", "Our"

Refers to OptimizeSmart, a consultancy based in Alford, Scotland, UK.

"You", "Your", "client","customer"

Refers to the person or entity that visits our website(s), uses our Products or Services, interacts with our Voice AI Agents, or receives newsletters from us.

"Products"

Means the books, ebooks, subscriptions and training courses that we sell on our websites.

"Services"

Means Google Analytics and Google Tag Manager Consulting Services, as well as Voice AI Agent Development and Maintenance Services that we offer.

"Voice AI Agents"

Means the artificial intelligence-powered voice assistants and conversational agents that we build, deploy, and maintain for our clients, which may handle telephone calls, voice interactions, and related communications.

"Voice Data"

Means any audio recordings, voice samples, speech-to-text transcriptions, and related metadata collected during interactions with Voice AI Agents.

"Personal Information"

Means any information that identifies or can be used to identify you directly or indirectly, including but not limited to: first and last name, date of birth, email address, phone number, voice recordings, voice characteristics, gender, occupation, or other demographic information.

"Websites"

Means

https://www.optimizesmart.com/ (with or without www),

https://shop.optimizesmart.com,

https://training.optimizesmart.com/, and any associated web pages, interactive features, applications, or online offerings.

2. Scope

This Privacy Policy applies to our Websites, Products, Services, and Voice AI Agents. It covers the collection, use, and disclosure of Personal Information across all our offerings, whether accessed via computer, mobile device, telephone, or other technology.

3. Information We Collect

3.1 Information You Voluntarily Provide

When you sign up for our newsletter, use our Products or Services, consult with our customer service team, send us an email, post on our blog, or communicate with us in any way, you are voluntarily providing information that we collect. This may include:

Name and contact details (physical address, email address, phone number)
Payment and billing information
IP address and device information
Demographic information (gender, occupation, location)
Purchase history and preferences
Communications and correspondence with us

By providing this information, you consent to its collection, use, disclosure, transfer to the United Kingdom, and storage by us as described in this Privacy Policy.

3.2 Information We Collect Automatically

When you use our Products or Services or browse our Websites, we may automatically collect information about your visit, including:

IP address and geographic location
Operating system and browser type
Browsing activity and interaction patterns
Referring URLs and exit pages
Date and time stamps

We may collect this information through log files, cookies, and other tracking technologies as described in our Cookie Statement below.

3.3 Cookies and Tracking Technologies

We and our partners may use various technologies to collect and store information, including cookies, pixels, and web beacons. These technologies help us analyse trends, administer our websites, track user movements, serve targeted advertisements, and gather demographic information. Please refer to our Cookie Statement in Section 6 for detailed information.

3.4 Web Beacons in Emails

We use web beacons (single-pixel gifs) in our emails to track behaviour such as open rates and click-through rates. This allows us to measure the performance of our email campaigns and improve our communications.

3.5 Information from Other Sources

We may obtain information about you from third-party sources, such as public databases, social media platforms, and marketing partners. We take steps to ensure that such third parties are legally permitted to disclose this information to us.

4. Voice AI Agent Data Collection

Important: This section applies specifically to interactions with Voice AI Agents that we build and maintain for our clients. If you interact with a Voice AI Agent, please read this section carefully.

4.1 Types of Voice Data Collected

When you interact with a Voice AI Agent developed or maintained by OptimizeSmart, the following data may be collected:

Audio Recordings: Voice calls and conversations may be recorded for quality assurance, training, and service improvement purposes.
Transcriptions: Speech-to-text transcriptions of your conversations with Voice AI Agents.
Voice Metadata: Technical information about the call, including duration, timestamps, call quality metrics, and connection details.
Caller Information: Phone numbers, caller ID information, and any information you voluntarily provide during the conversation.
Interaction Data: Information about how you navigate through the Voice AI Agent's conversation flow, including selections made and topics discussed.
Sentiment and Intent Data: Analysis of conversation tone, sentiment, and user intent derived from voice interactions.

4.2 Purpose of Voice Data Collection

We collect and process Voice Data for the following purposes:

Service Delivery: To provide the voice AI services requested, including answering queries, processing requests, and completing transactions.
Quality Assurance: To monitor and improve the quality and accuracy of Voice AI Agent responses.
Agent Training: To train and improve our Voice AI Agents' conversational abilities and accuracy.
Performance Analytics: To analyse call patterns, success rates, and identify areas for improvement.
Troubleshooting: To diagnose and resolve technical issues with Voice AI Agents.
Compliance: To maintain records as required by law or contractual obligations.
Security: To detect and prevent fraud, abuse, or other harmful activities.

4.3 Third-Party Voice AI Platforms

We utilise third-party platforms and services to build and operate Voice AI Agents. These may include:

Voice AI Infrastructure Providers: Platforms that provide the underlying voice AI technology, telephony infrastructure, and speech processing capabilities.
Speech Recognition Services: Third-party services for converting speech to text.
Natural Language Processing Services: Services that help interpret and respond to user queries.
Telephony Providers: Services that handle call routing, phone numbers, and telecommunications infrastructure.

These third-party providers may process your Voice Data in accordance with their own privacy policies. We carefully select providers who maintain appropriate data protection standards and require them to process data only as instructed by us.

4.4 Voice Data Retention

Voice Data is retained as follows:

Call Recordings: Retained indefinitely unless a deletion request is received from the client or the end user, or shorter retention is required for specific business purposes, legal compliance, or client requirements.
Transcriptions: Retained for the same period as call recordings, or as specified in client agreements.

4.5 Voice Data Security

We implement appropriate technical and organisational measures to protect Voice Data, including:

Encryption of voice data in transit and at rest
Access controls limiting who can access voice recordings and transcriptions
Regular security assessments of Voice AI Agent infrastructure
Secure deletion procedures when data is no longer required

4.6 Your Rights Regarding Voice Data

You have the following rights regarding your Voice Data:

Access: Request a copy of Voice Data we hold about you.
Deletion: Request deletion of your Voice Data, subject to legal retention requirements.
Opt-Out: Request that your voice interactions not be used for AI training purposes.
Human Transfer: Where available, request to be transferred to a human agent during a Voice AI interaction.

To exercise these rights, please contact us using the details provided in Section 12.

5. Use and Disclosure of Personal Information

We may use and disclose Personal Information for the following purposes:

5.1 Service Delivery and Improvement

To provide, support, and improve our Products and Services, including Voice AI Agents
To process transactions and send related information
To respond to your enquiries and provide customer support

5.2 Communications

To send promotional content in accordance with your marketing preferences
To send system alerts, updates, and administrative messages
To communicate about your account and provide customer support

5.3 Billing and Collections

To bill and collect payments owed to us
To send invoices, receipts, and payment notifications
To process credit card transactions through secure third-party processors

5.4 Legal and Compliance

To enforce compliance with our Terms of Use and applicable law
To protect the rights and safety of our users, customers, and third parties
To meet legal requirements and respond to lawful requests by public authorities
To prosecute and defend legal proceedings

5.5 Third-Party Service Providers

We may share Personal Information with:

Service Providers: Third parties who help us provide and support our Services, including payment processors, hosting services, Voice AI platform providers, and analytics providers.
Advertising Partners: Third-party advertising networks for targeted advertising purposes, subject to your consent where required.
Professional Advisors: Attorneys, accountants, and other advisors to help us comply with legal, accounting, or security requirements.

All third parties with whom we share Personal Information are required to use it in a manner consistent with this policy.

6.1 What Are Cookies?

Cookies are small data files placed on your computer or mobile device when you visit a website. They are widely used to make websites work more efficiently and to provide reporting information.

6.2 Types of Cookies We Use

Necessary Cookies

Essential for the website to function properly, ensuring basic functionalities and security features.

Analytical Cookies

Help us understand how visitors interact with our website by collecting information on metrics such as number of visitors, bounce rate, and traffic sources.

Functional Cookies

Enable certain functionalities like sharing content on social media platforms, collecting feedback, and other third-party features.

Advertisement Cookies

Used to provide visitors with relevant advertisements and marketing campaigns by tracking visitors across websites.

Performance Cookies

Help us understand and analyse key performance indicators to deliver a better user experience.

6.3 How to Control Cookies

You have the right to accept or reject cookies:

Browser Controls: You can set your web browser to accept or refuse cookies. Visit your browser's help menu for instructions.
Opt-Out Tools: Visit http://preferences-mgr.truste.com/ or (for EU users) http://www.youronlinechoices.eu/.
Mobile Devices: Access your device settings to opt out of mobile advertising identifiers.

Please note that rejecting cookies may affect your access to some functionality on our Websites.

7. Safeguarding Your Information

We take reasonable and appropriate measures to protect Personal Information from loss, misuse, and unauthorised access, disclosure, alteration, and destruction. Our security measures include:

Secure credit card transaction processing through trusted third-party vendors
Encrypted account passwords (we cannot see your passwords)
Username and password requirements for account access
Regular security assessments and updates
Encryption of sensitive data in transit and at rest
Access controls and authentication procedures

You are responsible for maintaining the confidentiality of your username and password and for notifying us immediately of any unauthorised access to your account.

8. Accuracy and Retention of Data

We endeavour to keep your data accurate and up to date. If your data changes, you are responsible for notifying us. We will retain your information for as long as:

Your account is active
Needed to provide you with our Services
Required to comply with legal obligations
Necessary to resolve disputes and enforce our agreements

Upon request, we will provide you with information about whether we hold any of your Personal Information on behalf of a third party.

9. Your Rights and Choices

You have the following rights regarding your Personal Information:

Access: Request access to the Personal Information we hold about you within 30 days of your request.
Correction: Request correction of inaccurate or incomplete Personal Information.
Deletion: Request deletion of your Personal Information from our servers, unless prohibited by law.
Opt-Out: Unsubscribe from promotional emails by following the instructions in each email.
Data Portability: Request a copy of your data in a portable format.

There is no charge to access or update your Personal Information. To exercise these rights, please contact us using the details provided in Section 12.

10. Third Parties and External Links

10.1 Blog

If your Personal Information appears on our blog and you want it removed, please contact us.

Our Websites include social media features that may collect your IP address and set cookies. We maintain presences on Facebook, Twitter (X), and LinkedIn. Information submitted via social media platforms is at your own risk and governed by those platforms' privacy policies.

10.3 External Links

Our Websites may link to other websites with different privacy practices. We encourage you to read the privacy policy of any website you visit.

11. Changes to Privacy Policy

We may change this Privacy Policy at any time. We encourage you to review this policy regularly to stay informed of changes. Your continued use of our Websites, Products, or Services signifies your consent to be bound by any updated Privacy Policy.

12. Questions and Concerns

If you have any questions or comments about this Privacy Policy, wish to update, delete, or change any Personal Information we hold, or have a concern about how we have handled any privacy matter, please contact us through our website contact form.

Terms of Use

Last Updated: December 2025

1. Introduction

This agreement binds you or the company you represent ("you" or "your") to the terms and conditions set forth herein in connection with your use of OptimizeSmart ("our", "we", or "OptimizeSmart") online training, services, Voice AI Agents, or other offerings on our site (collectively, our "Products"). By using any of our Products or clicking on the "Take This Course", "Purchase This Course", or similar buttons, you agree to become bound by these terms and conditions.

2. Definitions

In addition to the definitions provided in our Privacy Policy, the following definitions apply to these Terms of Use:

"Voice AI Agent Services"

Means the design, development, deployment, and maintenance of Voice AI Agents provided by OptimizeSmart to clients.

"End User"

Means any person who interacts with a Voice AI Agent, whether by initiating or receiving a call.

"Service Level Agreement" or "SLA"

Means any specific terms regarding service levels, uptime, response times, and support agreed upon between OptimizeSmart and a Client.

3. General Terms

3.1 Acceptance of Terms

By using our website(s), Products, or Services, you accept these Terms of Use and our Privacy Policy. Your privacy matters to us, and we promise to guard your personally identifying information wherever technically possible. OptimizeSmart does not share your email address or personal information with any third party except with those service providers who may need this information to perform their work.

3.2 Modifications

OptimizeSmart reserves the right to revise these Terms at any time by posting changes on the Site. Your continued use of our Website, Products and Services after changes become effective means you accept those changes. We may modify the Website, Products and Services or discontinue their availability at any time.

3.3 Your Responsibilities

You are solely responsible for all service, telephony, data charges, and other fees associated with your access to and use of the Products, and for obtaining and maintaining all necessary equipment.

3.4 Compliance

All your use, access, and other activities relating to the Site, Products and Services must comply with all applicable laws and regulations, including those relating to copyright, intellectual property, privacy, and personal identity.

4. Voice AI Agent Services

This section applies specifically to Voice AI Agent development and maintenance services.

4.1 Scope of Voice AI Services

OptimizeSmart provides Voice AI Agent Services including:

Design and development of custom Voice AI Agents
Integration with client systems and workflows
Deployment and configuration of Voice AI infrastructure
Ongoing maintenance, monitoring, and optimisation
Training and fine-tuning of conversational AI models
Analytics and reporting on Voice AI Agent performance

4.2 Client Responsibilities

Clients engaging Voice AI Agent Services agree to:

Provide accurate and complete information about their business requirements and use cases
Ensure all use of Voice AI Agents complies with applicable laws and regulations, including telecommunications laws, data protection laws, and consumer protection laws
Implement appropriate disclosures to End Users that they are interacting with an AI system
Not use Voice AI Agents for any unlawful, fraudulent, or deceptive purposes
Not use Voice AI Agents to harass, threaten, or harm any person
Maintain appropriate consent mechanisms for call recording and data collection
Provide timely feedback and approvals during the development process
Pay all fees in accordance with agreed payment terms

4.3 Service Limitations

Clients acknowledge and agree that:

Voice AI Agents are powered by artificial intelligence and may not always respond perfectly or as intended
Voice AI technology has inherent limitations and may produce errors or unexpected responses
OptimizeSmart does not guarantee any specific outcomes, conversion rates, or business results from Voice AI Agent deployment
Third-party platform availability and performance are outside OptimizeSmart's direct control
Regulatory requirements for Voice AI and automated calling may vary by jurisdiction and may change over time

4.4 Prohibited Uses

Voice AI Agents provided by OptimizeSmart shall not be used for:

Telemarketing or sales calls that violate applicable do-not-call regulations
Robocalling in violation of telecommunications regulations
Any form of fraud, scam, or deceptive practice
Harassment, threats, or any form of abuse
Any illegal activity or purpose

4.5 Intellectual Property

OptimizeSmart IP: All Voice AI Agent frameworks, methodologies, tools, and general know-how developed by OptimizeSmart remain the intellectual property of OptimizeSmart.
Client IP: Client-specific customisations, branding, scripts, and content developed specifically for a Client remain the Client's intellectual property.
Licence: Upon full payment, Clients receive a non-exclusive, non-transferable licence to use their Voice AI Agent for the agreed purposes.
Third-Party IP: Use of third-party platforms and services is subject to those providers' terms and conditions.

4.6 Data Handling

With respect to data collected through Voice AI Agents:

OptimizeSmart will process data only as necessary to provide the agreed services
Clients are the data controllers for End User data collected through their Voice AI Agents
OptimizeSmart acts as a data processor on behalf of Clients
Data processing agreements will be established where required by applicable law
Both parties will implement appropriate technical and organisational security measures

4.7 Service Level and Support

Specific service levels, uptime commitments, response times, and support arrangements will be set out in individual Service Level Agreements between OptimizeSmart and Clients. In the absence of a specific SLA:

OptimizeSmart will use reasonable efforts to maintain Voice AI Agent availability
Support will be provided during normal business hours
Critical issues affecting service availability will be prioritised

4.8 Termination of Voice AI Services

Either party may terminate Voice AI Agent Services:

By providing 30 days' written notice
Immediately if the other party materially breaches these terms and fails to remedy the breach within 14 days of notice
Immediately if required by law or regulation

Upon termination:

Access to Voice AI Agent Services will be discontinued
Client data will be returned or deleted as requested, subject to legal retention requirements
Fees for services rendered up to termination remain payable

5. Registration and Accounts

To use certain Products, you will need to register and obtain an account, username, and password. You are solely responsible for:

Maintaining the confidentiality of your Account
All activities associated with or occurring under your Account
Ensuring your Account information is accurate
Notifying us immediately of any unauthorised use

You may not transfer your Account to any other person or use anyone else's Account without permission. If you authorise another individual to use your Account, you are fully responsible for their conduct.

6. User Conduct

In connection with your use of our Site, Products and Services, you must not:

Provide incorrect or knowingly false information
Copy, distribute, modify, reverse engineer, or interfere with the Site, Products and Services
Frame or embed the Site or Products
Impersonate another person or gain unauthorised access to another's Account
Introduce viruses, malware, or other harmful code
Use automated means to access the Products without authorisation
Upload inappropriate, offensive, racist, hateful, or defamatory content
Solicit personal information from other users

7. Content, Licences and Permissions

7.1 Definitions

"Content" means all software, materials, text, graphics, audio, video, and other copyrightable materials.
"OptimizeSmart Content" means Content provided by us in connection with the Site, Products and Services.
"Submitted Content" means Content uploaded or posted by users.

7.2 Ownership

Content remains the proprietary property of the person or entity supplying it and is protected by UK and international copyright and intellectual property laws.

7.3 Your Representations

You represent and warrant that you have all necessary licences, rights, and permissions for any Submitted Content and that OptimizeSmart does not need to obtain additional permissions or make payments to any third party.

7.4 Proprietary Rights

This website's name, design, and model are the exclusive property of OptimizeSmart. Any unauthorised copying or reproduction will infringe copyright laws and international treaty provisions.

8. Payment and Refunds

8.1 Payment Terms

If you elect to access Products or Services involving payment, you agree to pay all fees and taxes associated with such access. If you provide credit card information, you authorise us to charge your card for fees as they become due.

8.2 Training Courses

We do not offer refunds for training courses. All payments for courses are final.

8.3 Consulting Services

All payments for analytics consultation services are final. You are not eligible for a refund.

8.4 Voice AI Agent Services

Payment terms for Voice AI Agent Services will be set out in individual agreements. Unless otherwise agreed:

Development fees are payable according to agreed milestones
Maintenance fees are payable monthly in advance
Additional services are billed as agreed

8.5 Lifetime Access

The term "lifetime" in lifetime access refers to the lifetime of the product (not the customer). Lifetime Access means unlimited access to the product for a single payment, as long as the product remains available, including free updates as the product evolves.

8.6 Cancellation

You may cancel your use of our services through your online account management page or by contacting us.

9. Disclaimer

Great efforts have been made to ensure the accuracy, legality, timeliness, and completeness of all content provided. However, we make no guarantee or warranty of accuracy, timeliness, completeness, or fitness for any particular purpose.

With respect to Voice AI Agent Services specifically:

Voice AI Agents are provided "as is" without warranties of any kind
We do not warrant that Voice AI Agents will be error-free or uninterrupted
We do not warrant that Voice AI Agents will achieve any specific business outcomes
Performance depends on many factors outside our control, including third-party services, network conditions, and End User behaviour

OptimizeSmart will not be liable for any losses or damages arising from the use of website contents or Voice AI Agent Services. This disclaimer applies to all users, visitors, students, and clients.

10. Limitation of Liability

To the fullest extent permissible under applicable law:

Neither party shall be liable for any losses unless such losses were reasonably foreseeable at the time you agreed to these terms
OptimizeSmart's total liability shall be limited to the amounts paid in connection with the specific Products or Services under which such liability arose
Neither party shall be liable for indirect, incidental, special, consequential, or punitive damages

This section does not exclude or limit either party's liability for fraud, death, personal injury resulting from negligence, or any liability that cannot be limited or excluded by law.

11. Indemnification

You hereby indemnify, defend, and hold harmless OptimizeSmart and its affiliates, associates, partners, employees, licensors, representatives, contractors, and third-party providers from and against all reasonably foreseeable losses, expenses, damages, costs, claims, and demands, including reasonable legal fees, arising out of:

Your breach of any representation or warranty in these Terms
Your use of our Website, Products or Services
Your violation of any law or regulation
Any claim by a third party related to your use of Voice AI Agents (for Clients)

12. Termination

We may terminate your use of our Website, Products or Services immediately with notice (wherever applicable) for any breach of these Terms
You may terminate your use at any time by ceasing to access the Products or by contacting us
We have no obligation to retain your Account or Submitted Content beyond what is required by applicable law
You must cease all use of the Site, Products, Services and Content upon termination

13. Miscellaneous

13.1 Entire Agreement

These Terms and any applicable policies posted on the Site constitute the entire agreement between the parties and supersede all previous agreements on the subject matter, unless a separate service level agreement is already in place, in which case that agreement will govern to the extent of any inconsistency regarding the terms of use.

13.2 Severability

If any provision of this Agreement (or any part thereof) is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction or any relevant authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If modification is not possible, the affected provision (or part thereof) shall be deemed deleted, but this shall not affect the validity or enforceability of the remaining provisions of the Agreement, which shall remain in full force and effect.

13.3 Waiver

A provision of these Terms may be waived only by a written instrument executed by the entitled party. Failure to exercise any right will not constitute a waiver.

13.4 Notice

Any notice will be in writing and given by electronic mail.

13.5 No Partnership

Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between the parties, unless a separate service level agreement is already in place, in which case that agreement will govern to the extent of any inconsistency regarding the terms of use.

13.6 Electronic Notices

By using the Site, Products, Services or communicating with OptimizeSmart via Social Media Platforms, you agree that we may communicate with you electronically regarding security, privacy, and administrative issues. To receive written notice of a security breach or to withdraw consent from electronic notices, please contact us.

14. Dispute Resolution, Governing Law and Jurisdiction.

14.1 Any disputes arising from or in connection with this Privacy Policy and/or Terms of Use shall first be addressed through good faith negotiations between the Parties.

14.2 If a resolution is not reached within 30 days of written notice of the dispute, the Parties agree to resolve the dispute through mediation administered by a mutually agreed-upon mediation service. If mediation fails to resolve the dispute, the matter shall be referred to binding arbitration, conducted in accordance with the rules of the Scottish Arbitration Centre. The arbitration shall be conducted in Scotland, and the decision of the arbitrator(s) shall be final and legally binding on both Parties.

14.3 This Agreement shall be governed by and interpreted in accordance with the laws of Scotland, UK and all disputes arising under or in connection with this Agreement (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the courts of Scotland.