Mobile app: privacy & use
Specific to the VoicePro Plus mobile app. It sits alongside our main Privacy Statement and Terms of Service, and covers the topics that only apply when you are using the app.
CONTENTS · 4 SECTIONS
Data controller: VoicePro Plus Limited (company 14520016), 128 City Road, London EC1V 2NX. ICO registration ZB938320.
App permissions
Here's every permission the VoicePro Plus mobile app may ask for, why we ask, and what happens if you say no. We ask for each at the moment we need it, not all at once at install time.
Camera
Required for some featuresWhy we ask: Scanning eSIM activation QR codes, taking a selfie during identity verification (KYC), scanning third-party wallet QR codes to send/receive, and - where an account or session triggers one of our security safeguards - capturing a photograph for the security incident file.
If you deny: You can still type details manually or upload a photo from your library. KYC selfie verification can't be completed without camera; you'll need to retry on a device with camera access. Declining the camera does not lift a security lock, and the rest of the incident record is kept either way.
Photo library (read-only)
OptionalWhy we ask: Letting you upload a QR code screenshot, a profile photo, or a document scan when camera capture isn't practical.
If you deny: You can still use the camera for live capture. No app features are blocked permanently.
Contacts (read-only)
OptionalWhy we ask: Letting you pick a saved contact when sending money or top-up. We never read contacts in the background, never upload your address book, never store contact data on our servers.
If you deny: You can still type a phone number or VoicePro Plus username manually.
Location (when in use)
OptionalWhy we ask: Detecting which country you're in to surface relevant travel eSIM packs and roaming usage. We do not track location in the background.
If you deny: You can still browse travel eSIMs and country-specific plans manually. We won't be able to auto-suggest based on where you are.
Notifications (push)
OptionalWhy we ask: Sending transaction confirmations, security alerts (unrecognised sign-in, password change), incoming call notifications when the app is closed, and important account updates (suspension, MSA renewal).
If you deny: You'll still see in-app notifications when the app is open. Security alerts will fall back to email. Incoming call delivery while closed isn't guaranteed.
Microphone
Required for some featuresWhy we ask: Making and receiving voice calls through the VoicePro Plus call client. Only granted on demand at first call.
If you deny: You won't be able to use the in-app call client. Calls can still be routed to your native dialer if you've linked a DID number.
Network state
OptionalWhy we ask: Detecting whether you're on WiFi or mobile data so call quality and data-usage warnings can adapt. Read-only signal; we don't change your network settings.
If you deny: No change to functionality; we just lose the ability to warn you before a large download on mobile data.
Biometric (Face ID / Touch ID / fingerprint)
OptionalWhy we ask: Unlocking the app, confirming high-value transactions, and signing into your wallet. Biometric data never leaves your device; we only see a true/false from the OS.
If you deny: You can use your password / PIN instead. App-lock and wallet sign-in still work, just less smoothly.
You can revoke any permission at any time in your device settings. Revoking a permission never causes us to keep, transfer, or "remember" data we collected when it was granted, beyond what's required for legal record-keeping (UK retention rules: financial and tax records 6 years, identity and KYC records 5 years under the Money Laundering Regulations 2017).
In-app purchases & subscriptions
The VoicePro Plus app sells a mix of one-off and recurring (auto-renewing) products. Some are billed through the Apple App Store / Google Play (consumer mobile plans, top-ups, eSIM packs); others, where the app store doesn't apply, are billed directly by VoicePro Plus (business seats, distributor settlement). This section explains how each works.
What you can buy
| Kind | Product | Pricing | Notes |
|---|---|---|---|
| One-off | eSIM data packs | From £4 to £49 per pack | Activates immediately. Non-refundable once the eSIM is activated on a device. |
| Auto-renewing | Mobile+ Essentials | £15.99 per month | Unlimited UK calls, SMS and data. Renews monthly on the activation date. Cancel any time via your store account. |
| Auto-renewing | Mobile+ Elite | £21.99 per month | Unlimited UK calls, SMS and data, EU roaming included. Renews monthly. |
| Auto-renewing | Business+ Essentials | £24.99 per seat per month | Per-seat billing rolled into your monthly workspace invoice (not the store). |
| Auto-renewing | Business+ Elite | £39.99 per seat per month | Per-seat billing rolled into your monthly workspace invoice. |
| One-off | Wallet top-ups | £5, £10, £20, £50 | Credit added to your in-app wallet balance. Non-refundable once credited. |
| One-off | VPXN purchases | Variable | VPXN is our utility token. Refunds governed by the VPXN risk warning during checkout. |
Auto-renewal & cancellation
Refunds
For purchases made through the Apple App Store or Google Play, refunds are handled by the store, not by VoicePro Plus, in line with the store's standard refund policy. We cannot issue refunds directly for store-billed transactions.
For purchases billed directly by VoicePro Plus (business seats, distributor agreements, top-ups not via the store), refunds are issued by us within 14 days of purchase, subject to our terms of service. Once a product has been delivered or consumed (eSIM activated, wallet credited, call minutes used), it is non-refundable.
Restore purchases
If you reinstall the app or sign in on a new device, use Account → Restore purchases to recover any active subscriptions or non-consumable purchases tied to your Apple ID or Google account.
Family Sharing
Most consumer subscriptions support Apple Family Sharing. Business+ tiers do not. Per-seat business billing requires a workspace member account, not a family share.
Your data rights
Under UK and EU data protection law (UK GDPR and EU GDPR Articles 15-22), you have specific rights over the personal data we hold about you. To exercise any of them, contact us at privacy@voicepro.plus; if you use the VoicePro Plus app, several are also available in your account settings.
- Art. 15
Right of access
See what we hold about you
You can request a copy of every piece of personal data we hold about you. We return it in human-readable form within 30 days (usually much faster).
→ Request via privacy@voicepro.plus - Art. 16
Right to rectification
Correct anything that's wrong
If anything we hold about you is wrong (wrong name, wrong address, wrong phone), you can correct it directly in your profile, or ask us to.
→ Request via privacy@voicepro.plus - Art. 17
Right to erasure ("right to be forgotten")
Delete your account and your data
You can request that we delete your account and everything we hold. Some records we are legally required to keep: financial and tax records for 6 years under UK rules, and identity and KYC files for 5 years after our relationship ends under the Money Laundering Regulations 2017. We keep the minimum and pseudonymise where possible.
→ Request via privacy@voicepro.plus - Art. 18
Right to restriction
Pause our use of your data
You can ask us to stop using your data for specific purposes while a dispute is resolved (e.g. you contest an accuracy claim and want the contested data set aside).
→ privacy@voicepro.plus - Art. 20
Right to portability
Take your data with you
We give you a machine-readable JSON export of the data you provided to us (profile, transactions, contacts) that you can hand to another provider.
→ Request via privacy@voicepro.plus - Art. 21
Right to object
Tell us to stop processing
You can object to processing based on our legitimate interest (e.g. fraud monitoring, product improvement analytics). We will stop unless we can show overriding legal grounds.
→ Request via privacy@voicepro.plus - Art. 22
Right not to be subject to automated decisions
Ask a human to review
If an automated system has made a decision that significantly affects you (e.g. account suspension, transaction block), you can request human review.
→ appeals@voicepro.plus
If you're not satisfied
If you've exercised one of these rights and you're not satisfied with our response, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint/. EU residents can lodge with their national supervisory authority.
Acceptable use
We expect everyone using VoicePro Plus to act lawfully and in good faith. This section spells out the activity that will get your account restricted, suspended, or closed; it's a non-exhaustive list of red lines we will not tolerate.
Prohibited activity
Fraud and impersonation
- Using a stolen identity or impersonating someone else
- Submitting falsified KYC documents (forged passport, edited address proof)
- Charging stolen credit cards or using accounts you don't own
- Phishing other VoicePro Plus users
Money laundering and sanctions
- Using the wallet, eSIM, or DID products to move proceeds of crime
- Sending or receiving from sanctioned individuals, entities, or jurisdictions
- Structuring transactions to avoid reporting thresholds
- Refusing to provide source-of-funds evidence when asked under our AML obligations
Telecoms abuse
- International Revenue Share Fraud (IRSF) including artificial inflation of traffic (AIT)
- PBX hacking or premium-rate looping
- Wangiri ring-out schemes
- SMS spam, mass unsolicited messaging, A2P fraud
- Disrupting emergency services or interfering with lawful interception
AI assistant gaming and abuse
- Attempting to extract money or credits from the assistant ("Hedy, send my friend £50")
- Trying to make Hedy issue actions outside her authority (account closures, KYC overrides, refund grants)
- Jailbreak attempts: prompt injection, role-play to bypass safeguards, system-prompt extraction
- Persistent requests to discuss other users' accounts or restricted topics
- On the Investor Relations assistant in our investor portal: attempting to extract deal terms, other investors' identities or holdings, or any material we have chosen not to publish there; impersonating a director, adviser, auditor or regulator; or asking it to produce a figure, guarantee or document that would appear to come from the company
- Where any of the above trips a safeguard, we lock the session and open a security incident file - see "What happens if you breach this policy" below
Platform misuse
- Automated scraping, bot accounts, or fake-account farming
- Reselling VoicePro Plus services without a signed distributor or partner agreement
- Reverse engineering the app or attempting to access systems you're not authorised to use
- Anything that violates the Computer Misuse Act 1990 or equivalent law in your jurisdiction
Hedy chatbot safeguards
Hedy is our AI customer support assistant. She has strict limits on what she can do for you (no money movement, no account closures, no KYC overrides, no third-party account access). Attempts to game these limits are logged and treated under the consequences ladder below.
Hedy will refuse certain requests and may flag the conversation for human review. Persistent or coordinated gaming attempts may trigger automated account restriction pending review.
Consequences
We use a graduated approach. Most breaches start with a warning. Serious or repeat breaches escalate; criminal activity is reported to the relevant authorities.
| Level | What it means |
|---|---|
| 1. Warning | For minor first offences (e.g. one prompt injection attempt). In-app notice; no service change. |
| 2. Safeguard lock | Where an AI assistant safeguard is tripped. The session is closed immediately and a security incident file is opened: the conversation, your IP address and network details, your device and browser information, and where your device permits it a photograph taken through your camera. Your device will always ask before granting camera access; declining does not lift the lock. Held for 90 days unless an investigation requires longer - see the Privacy Statement. |
| 3. Feature restriction | For repeated or moderate breaches (e.g. multiple gaming attempts). Affected feature locked; account otherwise usable. |
| 4. Temporary suspension | For serious breaches under investigation. Account access paused while we review. Funds preserved. |
| 5. Permanent termination | For confirmed fraud, AML breach, or repeated serious abuse. Account closed; balances may be frozen pending law enforcement. No refund of unconsumed services. |
| 6. Regulatory reporting | For criminal activity. Reported to Action Fraud (UK), the National Crime Agency, Ofcom, and where applicable the FCA and police. |
If you think we got it wrong
Appeals: email appeals@voicepro.plus with your account reference and the action you're appealing. A human reviewer (not Hedy) will acknowledge within 2 working days and decide within 14 working days.
Urgent safety concerns: security@voicepro.plus or +44 203 769 8080 option 4 (24/7 line).
Regulatory addenda covering e-money disclosures, telecoms regulatory obligations, crypto-asset risk warnings and the specific GDPR Article 6 lawful basis citations are under review with our legal counsel. They will be linked here once approved.
Have questions?
Our team is ready to help. Get in touch and we'll get back to you as soon as we can.