Privacy Policy

Minutes Network FZ-LLC, registered in the Ras Al Khaimah free zone, United Arab Emirates (Licence No. 47016932), runs the PacketExchange platform (the “Platform”) and is the controller of personal data about account holders, their team members, website visitors and people who contact us. Our UK and EU contact is Minutes Network Limited, Leeds, United Kingdom (company no. 13955776).

When we carry calls and messages for a member, or store recordings, messages and contact lists for them, we act on that member’s behalf as their processor under our Data Processing Addendum. If your question is about how a member uses your data, for example a call you received from them, contact that member. We will help them respond.

For anything in this policy, contact support@packetexchange.io.

We do not sell personal data. If you allow Advertising cookies, the ad platforms we use learn that you arrived from one of their ads and whether you then signed up, verified your email, created an API key, made a first API call or topped up (with the amount), so we can see which ads work. Without that permission nothing about you is shared with them. We do not use call audio, recordings or message content to train AI models.

To find out where the Platform is hard to use and what breaks, we record how people move through it. This is our own measurement, run on our own servers. No outside analytics company receives it, and no screen recording is made.

To object or to ask for a copy of what we hold, email support@packetexchange.io.

Some features use AI. When you use one, the content it needs is sent to an AI provider to produce the result:

• AI voice agents. The live audio of the call is converted to text, answered by an AI model and converted back into speech.
• Imports. Rate sheets and contact lists you upload are read by an AI model so they can be imported.
• Assistants. The support assistant and the assistants in the dialer and the Switch read your questions and the account information needed to answer them.

None of these features makes decisions about you that have legal or similarly significant effects. Fraud and traffic controls can block calls or hold funds automatically, and a person reviews any suspension or withheld payout if you ask.

• Service providers that run parts of the Platform for us, under contracts that limit what they can do with the data. They are listed by category below.
• Carriers and other members. The carriers and sellers that carry a call or message receive the numbers, caller ID and signalling needed to connect it. Buyers and sellers see the records of traffic between them. If you exchange details with another member through Connect, we share what you choose to share.
• The caller ID testing network. When you run a caller ID test, the caller ID and route under test go to the testing network, and the handset holder there receives the test call.
• Payment networks. Card payments go through our card payment processor. Cryptocurrency payments are recorded on public blockchains, where wallet addresses and amounts are visible to anyone and cannot be erased.
• Authorities. Law enforcement, regulators and courts, where the law requires it, as described in our Law Enforcement Guidelines.
• Professional advisers, such as lawyers and accountants, under a duty of confidentiality.
• A buyer of our business, if the Platform is sold or merged, with the same protections in place.

Members can ask for the named list of providers at support@packetexchange.io.

The Platform’s servers and databases are in data centres in Germany. The company that runs the Platform is established in the United Arab Emirates, some of our providers, including our email, payment and AI providers, process data in the United States and other countries, and calls and messages cross carrier networks in the countries they connect. When personal data leaves the UK or the European Economic Area for a country without an adequacy decision, the United Arab Emirates included, we rely on the European Commission’s Standard Contractual Clauses, with the UK Addendum where relevant, or another transfer mechanism the law recognises.

Members can delete recordings, voicemails and contact lists from their dashboard at any time, and can set how long recordings are kept for each number.

Depending on where you live, you can ask us to give you a copy of your personal data, correct it, delete it, restrict how we use it or transfer it to you in a portable format. You can also object to processing based on our legitimate interests, and withdraw consent where we rely on it.

• Most account details can be changed in your settings, and call records can be exported from your dashboard.
• You can close your account from your settings. We then remove your name, email address, company, phone number, country and two-factor settings, and keep only what the law, billing or an open dispute requires.
• For anything else, email support@packetexchange.io from the address on your account. We reply within one month.

If you are in the UK or the EU, you can complain to your data protection authority. We would welcome the chance to resolve your concern first.

• Connections to the website, dashboard and API are encrypted with TLS.
• Passwords are stored as bcrypt hashes and API keys as SHA-256 hashes, so neither can be read back.
• Two-factor authentication is available on every account, and team members get only the permissions they are given.
• Administrative access to production systems is limited to authorised staff and uses key-based authentication.

If a breach affects your personal data, we tell you and the relevant authorities as the law requires.

Necessary storage and your preferences are always used, because the site does not work without them. Analytics and Advertising storage is only set if you allow it in the cookie banner, and you can change your mind at any time: open cookie settings. Turning a category off deletes what it set on our site. The product analytics session ID is kept in session storage inside your account, and on public pages only with Analytics; see Product analytics for account holders.

Page visits are counted without cookies. Each visit is recorded with a code made from your IP address, browser and a random value that changes every day and is then deleted, so the code cannot be linked to you or to your other days. Your IP address is used only to look up your country in a database on our own servers and is not stored. Country data: IP Geolocation by DB-IP, licensed under CC BY 4.0.

No advertising cookies are in use at the moment. If we start using them, they will only load after you allow Advertising, and this table will list them. The only other third-party cookies are the fraud-prevention cookies our card processor, Stripe, sets when you pay by card.

The Platform is for businesses and is not directed at anyone under 18. We do not knowingly accept children as account holders.

We post updates on this page with a new date and version. If a change materially affects how we use your personal data, we tell account holders by email or in the dashboard before it takes effect.

Legal notices and law enforcement requests

legal@packetexchange.io

Privacy and support

support@packetexchange.io

Abuse reports

abuse@packetexchange.io