Privacy Policy for Voiplid Network services
Review how Voiplid Network collects, uses, stores, shares, protects, and retains personal data and business information when customers use the website, portal, SIP services, virtual numbers, billing, support, and related telecom features.
Privacy overview
Voiplid Network is operated by Landline Cloud Sdn Bhd, a company registered in Malaysia under registration number 202501041931 (1643340-U). This Privacy Policy explains how Voiplid Network ("Voiplid", "we", "us", or "our") collects, uses, stores, shares, and protects personal data and business information when you visit our website, create an account, use our customer portal, purchase services, top up your wallet, order DID numbers, use SIP trunking, submit documents, contact support, or otherwise interact with our services. We wrote this policy in plain language because trust matters in telecom. Our customers rely on us for communication services, billing accuracy, number compliance, fraud prevention, and account security. To provide those services, we need to process certain information carefully and responsibly. By using Voiplid Network, you agree that your information will be handled as described in this Privacy Policy.
1. Who We Are
Voiplid Network provides business communication services, including but not limited to SIP trunking, outbound voice services, inbound voice services, DID and virtual number services, call routing, caller ID configuration where supported, IP authentication, SIP account management, wallet billing, payment records, call logs, call recording add-ons where available, customer support, and KYC and compliance review. The legal operator of Voiplid Network is Landline Cloud Sdn Bhd, company registration number 202501041931 (1643340-U).
2. Scope of This Policy
This Privacy Policy applies to information processed through our public website, customer portal, account registration forms, login and verification systems, wallet top-up and billing features, SIP and DID service features, support tickets and email conversations, KYC and compliance submissions, call logs and service records, call recording add-ons where enabled, and security, fraud prevention, and monitoring systems. This policy applies to customers, account users, company representatives, billing contacts, technical contacts, support contacts, authorized users, and other individuals whose information is submitted to or processed by Voiplid.
3. Information We Collect
3.1 Account Information
When you create or manage an account, we may collect your name, company name, email address, phone number, country, billing address, account type, login details, account status, verification status, customer account reference, and communication preferences. We use this information to create your account, identify you, contact you, provide access to the portal, manage services, and support your account.
3.2 Business and KYC Information
For verification, fraud prevention, DID number compliance, provider requirements, or regulatory review, we may request government ID or passport, company registration certificate, proof of address, utility bill, business address, website or business profile, beneficial owner or director details, authorized representative details, use case description, expected call volume, destination countries, proof of caller ID ownership or authorization, DID end-user information, or other documents required by Voiplid, providers, carriers, regulators, banks, payment processors, or law enforcement. KYC and compliance information helps us reduce fraud, meet provider requirements, protect the network, and prevent misuse of telecom services.
3.3 Billing, Wallet, and Payment Information
When you top up your wallet, pay invoices, use paid services, or enable billing features, we may collect or process wallet balance, wallet transactions, top-up amount, payment status, invoice records, recharge history, payment method summary, payment processor reference, transaction ID, billing email, limited card summary details where provided by the payment processor, payment failure records, refund records, chargeback records, and dispute information. We do not store full card numbers or full card security codes in our portal. Card payment processing is handled by third-party payment processors.
3.4 Service Usage Information
When you use Voiplid services, we may process service records such as call date and time, call duration, source number, destination number, caller ID, call status, call cost, billing increment, routing reference, SIP username, IP authentication record, SIP device information, DID number, DID routing destination, inbound and outbound call records, service activation records, service suspension or release records, and account balance changes. This information is needed for billing, troubleshooting, fraud prevention, network management, customer support, and service records.
3.5 Technical and Security Information
When you access our website, portal, or services, we may collect IP address, device type, browser type, operating system, login time, logout time, failed login attempts, session information, security tokens, approximate location based on IP address, referral page, pages visited, portal actions, error logs, firewall/security events, and suspicious activity signals. We use this information to protect accounts, detect unauthorized access, prevent fraud, improve reliability, and secure our systems.
3.6 Support and Communication Information
When you contact us, we may collect your name, email address, phone number, company details, support messages, attachments, screenshots, technical details, issue history, internal notes, and resolution records. We use this information to respond to your request, investigate issues, improve support, and keep records of important account communications.
3.7 Call Recordings
If you enable a call recording add-on or use a service where recordings are available, we may process call recording files and related metadata. You are responsible for ensuring that call recording is lawful in the countries where you, your users, your customers, and call participants are located. You must provide notice and obtain consent where required by law. Voiplid does not decide whether your call recording use case is legally permitted; you must make that assessment and obtain legal advice where needed.
4. Why We Use Your Information
4.1 To Provide Services
We use your information to create and manage accounts, enable login and portal access, provide SIP services, provide DID services, route calls, show call logs, calculate charges, manage wallet balance, generate invoices, activate, suspend, renew, or release services, provide support, and communicate service updates.
4.2 To Manage Billing and Payments
We use billing information to process wallet top-ups, confirm successful payments, record recharge history, deduct service charges, issue invoices, handle refunds, investigate billing disputes, manage chargebacks, prevent payment fraud, and maintain accounting records.
4.3 To Verify Customers and Meet Compliance Requirements
We use KYC and compliance information to verify identity, verify company details, confirm address information, review DID number eligibility, meet provider requirements, prevent fraud and abuse, comply with telecom rules, respond to lawful requests, and protect Voiplid and its customers.
4.4 To Prevent Fraud, Abuse, and Security Risks
Telecom services can be abused for scams, spam, caller ID misuse, PBX hacking, payment fraud, and illegal traffic. We use information to detect suspicious usage, prevent unauthorized access, block abusive traffic, investigate account compromise, identify high-risk destinations, review abnormal call patterns, protect wallet balances, protect Voiplid systems, protect providers and networks, and enforce our Terms and Acceptable Use rules.
4.5 To Improve Our Services
We may use limited information to improve portal features, fix bugs, improve service reliability, understand product usage, improve customer support, improve fraud prevention, and optimize billing and service workflows. Where possible, we use aggregated or minimized information for improvement work.
4.6 To Communicate With You
We may contact you about account verification, service activation, DID document requests, wallet top-up status, invoices, payment issues, suspicious activity, service changes, support tickets, policy updates, security alerts, and compliance requests. We may also send important service, billing, legal, or security notices. These are not marketing messages and may be required for your account.
5. Legal Basis and Customer Responsibility
Voiplid customers may be located in many countries, and privacy laws differ by country. Depending on your location and the service used, we may process information because it is needed to provide services you requested, perform a contract with you, manage billing and accounting, comply with legal or regulatory requirements, prevent fraud and protect network security, support our legitimate business interests, respond to your consent, or meet requirements from providers, carriers, banks, payment processors, regulators, or law enforcement. If you submit personal data about your employees, users, customers, call recipients, or representatives, you confirm that you have a lawful reason to provide that information to Voiplid. You are responsible for giving your own users, staff, customers, and call recipients any privacy notices required by law.
7. International Transfers
Voiplid is operated from Malaysia, but our customers, providers, payment processors, telecom carriers, cloud services, and support systems may be located in different countries. Your information may be transferred to, stored in, or processed in countries outside your own country. These countries may have different data protection laws. Where required, we take reasonable steps to protect personal data during international transfers, including using appropriate service providers, access controls, contractual protections, and security measures.
8. Data Retention
We keep information only for as long as needed for the purpose it was collected, unless a longer period is required for legal, billing, accounting, regulatory, fraud prevention, dispute, or provider reasons. Typical retention may include account records while your account is active, billing and invoice records for accounting and legal purposes, wallet and payment records for transaction history and dispute handling, KYC records for compliance, fraud prevention, provider, and regulatory purposes, DID documents for as long as required by providers, regulators, or number rules, call logs for billing, troubleshooting, fraud prevention, and customer records, security logs for fraud and account protection, support tickets for service history and dispute handling, and call recordings according to the recording plan, storage limits, customer settings, or legal requirements. When information is no longer needed, we will delete, anonymize, archive, or restrict it where reasonably possible. Some information may need to be kept after account closure to meet legal, accounting, dispute, anti-fraud, provider, or regulatory requirements.
9. Call Logs and Telecom Metadata
Voiplid processes call detail records and telecom metadata to provide and bill the service. This may include source, destination, caller ID, call time, call duration, routing status, charge, SIP user, IP address, and provider references. Call logs are not used to listen to call content unless call recording is specifically enabled or legally required. Telecom metadata may be shared with providers, carriers, regulators, or law enforcement where required for routing, billing, dispute investigation, fraud prevention, or legal compliance.
10. Call Recording Privacy
Where call recording is enabled, recordings may contain personal data, business data, customer conversations, or sensitive information. You are responsible for telling call participants that calls may be recorded, getting consent where required, controlling access to recordings, downloading recordings securely, deleting recordings when no longer needed, avoiding unlawful recording, and complying with local call recording laws. Voiplid may limit recording storage, retention, access, or downloads based on your plan, storage usage, technical limits, or compliance requirements.
11. Security
We use reasonable technical and organizational measures to protect information against unauthorized access, loss, misuse, alteration, disclosure, or destruction. These measures may include login protection, session security, email verification, access controls, password protection, firewall rules, monitoring, fraud detection, encryption where appropriate, restricted staff access, system logging, payment processor security, and backup and recovery controls. No internet-based service can be guaranteed 100% secure. You are responsible for securing your own account, devices, SIP credentials, PBX systems, firewalls, passwords, and authorized users. You must contact us quickly if you believe your account, SIP credentials, IP authentication, PBX, payment method, or portal access has been compromised.
12. Your Privacy Rights
Depending on your country and applicable law, you may have rights to request access to your personal data, request correction of inaccurate data, request deletion where applicable, request restriction of processing where applicable, object to certain processing where applicable, request a copy of certain data where applicable, withdraw consent where processing is based on consent, or complain to a data protection authority where applicable. Some requests may be limited where we need to keep information for billing, legal, accounting, fraud prevention, provider, telecom, dispute, or regulatory reasons. To make a privacy request, contact us using the details in this policy. We may need to verify your identity before responding.
13. Accuracy of Information
You must provide accurate, complete, and current information. If your details change, including company details, billing address, email address, phone number, KYC documents, proof of address, caller ID authorization, or DID end-user information, you must update us promptly. Voiplid may suspend or restrict services if information is false, outdated, incomplete, suspicious, or rejected by providers or regulators.
14. Marketing Communications
We may send service-related messages even if you opt out of marketing. Service messages include billing notices, security alerts, account verification requests, compliance notices, policy updates, and service changes. Marketing messages, where used, may include product updates, offers, service announcements, and educational content. You can unsubscribe from marketing messages where an unsubscribe option is provided. We do not sell your personal data to advertisers.
15. Cookies and Similar Technologies
Voiplid may use cookies and similar technologies on our website and portal. Some cookies are necessary for login, security, session management, account protection, and portal functionality. Other cookies, such as analytics or marketing cookies, may be optional and may require consent depending on your location.
More details are provided in our Cookie Policy.
16. Children
Voiplid services are intended for business and professional use. They are not directed to children. Customers must not create accounts or submit personal data on behalf of children unless they have the legal authority and a lawful reason to do so.
17. Account Closure
You may request account closure by contacting Voiplid support. Before closing your account, you should download any invoices, call logs, documents, or records you need. After closure, some information may remain stored where required for legal, billing, accounting, telecom, provider, dispute, fraud prevention, security, or regulatory reasons. Closing an account does not automatically delete all records, cancel all obligations, or remove information that Voiplid is required or permitted to retain.
18. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. If we make material changes, we may notify you through the website, portal, email, or other reasonable method. The updated policy will apply from the effective date shown at the top of the policy. Your continued use of Voiplid services after the update means you accept the updated policy.
19. Contact Us
For privacy questions, data requests, account verification issues, or concerns about how your information is handled, contact us at: Voiplid Network Operated by Landline Cloud Sdn Bhd Company Registration No.: 202501041931 (1643340-U) Email: [email protected] Website: https://voiplid.com Please include enough information for us to identify your account and understand your request. For security reasons, we may ask for verification before making account or data changes.
Contact Voiplid with enough account detail for a safe review.
For privacy questions, data requests, verification concerns, or account data changes, contact us from your registered account email where possible. We may ask for verification before making account or data changes.