Privacy Policy
Last updated: 17 September 2026
SoftNest respects your privacy and handles personal data carefully, transparently and securely. This Privacy Policy explains what information we collect, why we use it, how long we retain it and the rights available to you.
1. Who we are
SoftNest is a sole proprietorship registered in the Netherlands.
Business name: SoftNest
Owner: Rabia Kamran Butt
Chamber of Commerce number: 42037915
SoftNest is the data controller when it determines how and why personal data is processed. When we provide AI receptionist or automation services to a customer, we may process personal data on that customer's behalf as a data processor.
2. Information we collect
Depending on how you interact with us, we may process:
- Your name, email address, telephone number and company details
- Messages, enquiries and meeting information
- Publicly available business information
- CRM notes, lead status and communication preferences
- Call date, time, duration, outcome and telephone number
- Call recordings and transcripts where recording is enabled and legally permitted
- Questions, responses and information provided during a call
- Website usage information, IP address, browser information and server logs
- Google account identifiers, OAuth tokens and data from Google services that you explicitly authorise
- Information required to provide AI receptionist, scheduling, lead-management and automation services
We may obtain business contact information from you, our customers, public business websites, licensed directories and other lawful public sources.
3. How we use information
We use personal data to respond to enquiries, deliver and support our services, conduct product demonstrations, schedule appointments, maintain CRM records, process calls and transcripts, improve service quality, detect security threats and meet accounting, tax and other legal obligations.
We do not use personal data to make decisions that produce legal or similarly significant effects without appropriate human involvement.
4. Legal bases
Where the General Data Protection Regulation applies, we rely on one or more of the following legal bases: performance of a contract or pre-contractual steps, our legitimate interests, your consent where required, compliance with a legal obligation, and the establishment, exercise or defence of legal claims.
Marketing communications and calls are only conducted where permitted by applicable telecommunications, privacy and direct-marketing laws. If you ask us not to contact you, we may retain limited information on a suppression list to respect that request.
5. AI-assisted calls
Some calls may be conducted or supported by an AI voice assistant. Where required, the assistant will identify itself as an AI system and explain the purpose of the call.
Calls may be recorded or transcribed for quality assurance, follow-up and service improvement only where legally permitted. Where consent is required, recording will not begin without the necessary consent.
You may request to speak with a person, decline further contact or end the call at any time.
6. Google user data
When you connect a Google account, SoftNest only accesses the Google data required to perform the functions you request, such as reading or updating selected Google Sheets or scheduling appointments.
Google user data is not sold, used for advertising or shared with unrelated third parties. Our use and transfer of information received from Google APIs complies with the Google API Services User Data Policy, including its Limited Use requirements. You can revoke access through your Google Account security settings.
7. Service providers and international transfers
We may use carefully selected service providers for cloud infrastructure, storage, workflow automation, customer relationship management, voice calling, telecommunications, speech recognition, AI language processing, email, messaging, calendar services, monitoring, security and technical support.
These providers may only process information for agreed purposes and under appropriate contractual and security obligations. If information is transferred outside the European Economic Area, we use an appropriate transfer mechanism where required, such as an adequacy decision or Standard Contractual Clauses.
8. Retention
- General enquiries: up to 12 months after the last interaction
- Prospect and CRM information: up to 12 months after the last relevant interaction
- Call recordings: up to 90 days, unless a shorter period applies
- Call transcripts and outcomes: up to 12 months
- Google OAuth credentials: until the connection is revoked or deleted
- Customer records: for the duration of the relationship and applicable legal limitation periods
- Financial and tax records: for the period required by Dutch law
- Suppression-list entries: for as long as needed to ensure we do not contact you again
- Technical and security logs: normally up to 90 days
Different periods may apply where required by law, agreed with a customer or necessary for a legal claim.
9. Security
We use reasonable technical and organisational measures to protect personal data, including encryption in transit, access controls, restricted credentials, backups, system updates and monitoring. No internet-based system is completely secure, but we regularly review our safeguards and limit access according to operational need.
10. Your rights
Depending on applicable law, you may have the right to access, correct or delete your personal data, restrict processing, object to processing or direct marketing, withdraw consent, request data portability and lodge a complaint with a supervisory authority.
You can exercise these rights by contacting info@soft-nest.com. We may request reasonable information to verify your identity.
In the Netherlands, you may also contact the Autoriteit Persoonsgegevens at autoriteitpersoonsgegevens.nl.
11. Cookies
Our website may use essential cookies required for security and basic functionality. Analytics or marketing cookies will only be used where appropriate information and consent mechanisms are provided.
12. Children
Our services are intended for businesses and adults. We do not knowingly collect personal data directly from children for marketing purposes.
13. Changes to this policy
We may update this Privacy Policy when our services, providers or legal obligations change. The latest version will always be published on this page with its effective date.
14. Contact
Questions, privacy requests and complaints can be sent to info@soft-nest.com.