Privacy Policy

This Privacy Policy explains how NivaCall collects, uses, stores, protects, and processes personal data through its website, contact forms, communication channels, call center services, remote secretarial services, appointment management services, and related digital tools.

The NivaCall website and services are operated by Mediatop Advertising Ltd, a company registered in the Republic of Cyprus under company registration number HE423004.

Mediatop Advertising Ltd acts as the Data Controller for the personal data collected and processed through the NivaCall website, enquiries, direct communication, client onboarding, billing, and business administration.

In certain cases, when NivaCall handles calls, messages, appointments, or customer information on behalf of a client, Mediatop Advertising Ltd may act as a Data Processor, processing personal data strictly according to the instructions of the client, who remains the Data Controller for that data.

By using the NivaCall website, submitting a form, requesting information, becoming a client, or using any NivaCall service, you acknowledge that you have read and understood this Privacy Policy.

We are committed to protecting personal data and processing it lawfully, fairly, transparently, and only for specific and legitimate purposes.

1. Who we are

NivaCall is operated by Mediatop Advertising Ltd.

Registered office: Kerkyras 16, Agios Dometios, 2369, Nicosia, Cyprus

Company registration number: HE423004

Contact email: info@mediatopcy.com

NivaCall provides call center services, call answering services, remote secretarial services, telephone customer support, appointment management, message handling, business call support, and related communication services for professionals and businesses.

2. What personal data we collect

When you use the NivaCall website or communicate with us, we may collect and process different categories of personal data, depending on how you interact with us.

This may include:

Personal identification details, such as name and surname.

Contact details, such as email address, telephone number, business telephone number, and address.

Business details, such as company name, profession, industry, website, business activity, opening hours, services, and communication requirements.

Communication data, such as messages sent through forms, email, telephone, social media, messaging platforms, or other communication channels.

Client service information, such as call handling instructions, appointment rules, scripts, FAQs, business procedures, staff contact details, emergency contact details, and service preferences.

Caller information, such as caller name, telephone number, message details, appointment request, reason for call, call notes, and other information provided during a call.

Appointment information, such as appointment date, time, service requested, professional assigned, location, and any relevant administrative details.

Billing and payment-related information, such as invoicing details, payment confirmation, transaction records, and accounting information.

Technical information, such as IP address, browser type, device information, time zone, pages visited, referring websites, website usage data, and interaction with the website.

Cookie and tracking information, depending on your cookie preferences and the technologies used on the website.

Where a client operates in a regulated sector, such as healthcare, legal services, financial services, or other professional services, the information handled by NivaCall may include more sensitive or confidential information. In such cases, NivaCall processes the information only according to the agreed service instructions and applicable data protection requirements.

3. How we collect personal data

We may collect personal data when:

You visit the NivaCall website.

You complete a contact form.

You request information about our services.

You ask for a proposal, consultation, or offer.

You become a client of NivaCall.

You provide service instructions, business details, call scripts, appointment procedures, or customer communication information.

You call, email, or message NivaCall.

A caller contacts NivaCall on behalf of a client.

A caller leaves a message, requests information, books an appointment, changes an appointment, or asks to be contacted.

You interact with our website through cookies, analytics tools, pixels, forms, or similar technologies.

4. Why we process personal data

We process personal data for the following purposes:

To respond to enquiries.

To communicate with potential clients, existing clients, callers, and business contacts.

To prepare proposals, offers, service plans, invoices, and agreements.

To provide call center services, remote secretarial services, call answering, appointment management, message handling, and telephone support.

To answer calls on behalf of clients according to agreed instructions.

To record call notes, messages, appointment requests, and administrative information.

To send call updates, appointment updates, messages, reports, notifications, emails, SMS updates, or app notifications to clients.

To manage client accounts, service preferences, scripts, procedures, and communication instructions.

To provide access to NivaCall tools, systems, reports, or app-based updates, where applicable.

To issue invoices, receipts, payment confirmations, and accounting records.

To comply with legal, tax, accounting, regulatory, or administrative obligations.

To improve the website, services, systems, call handling procedures, communication, and client experience.

To protect the website, systems, call handling tools, client accounts, and services against misuse, unauthorized access, fraud, technical problems, or security risks.

To send marketing or informational updates, where we have a lawful basis to do so.

5. Legal basis for processing personal data

We process personal data only when there is a valid legal basis under applicable data protection law.

Depending on the case, we may rely on one or more of the following legal bases:

Performance of a contract

We may process personal data when it is necessary to provide a service requested by a client, manage call answering, handle appointments, send messages, provide updates, issue invoices, or fulfil an agreement.

Steps before entering into a contract

We may process personal data when you request information, a consultation, a proposal, or an offer before becoming a client.

Legal obligation

We may process personal data where it is necessary to comply with legal, tax, accounting, regulatory, or administrative obligations.

Legitimate interests

We may process personal data where it is necessary for the legitimate interests of NivaCall or Mediatop Advertising Ltd, provided that the rights and freedoms of individuals do not override those interests.

This may include client communication, business administration, service delivery, website security, service improvement, fraud prevention, internal reporting, and communication with existing or potential clients.

Consent

We may process personal data based on consent, for example when a person subscribes to receive marketing updates, accepts certain cookies, or gives permission for specific optional processing.

Consent may be withdrawn at any time.

Processing on behalf of clients

Where NivaCall processes caller information, appointment details, customer messages, or other personal data on behalf of a client, the client is usually the Data Controller and Mediatop Advertising Ltd acts as the Data Processor.

In such cases, NivaCall processes the data according to the client’s documented instructions and for the purpose of providing the agreed services.

6. Call answering and appointment management

When NivaCall answers calls or manages appointments on behalf of a client, we may collect and record information provided by the caller.

This may include the caller’s name, telephone number, message, appointment request, reason for the call, preferred date and time, service requested, and other relevant administrative details.

This information may be shared with the relevant client through agreed communication channels, such as email, SMS, application notifications, call reports, or other agreed methods.

NivaCall does not use caller information for its own marketing purposes unless there is a separate lawful basis to do so.

7. Sensitive or confidential information

Call center and remote secretarial services may sometimes involve confidential information, especially when services are provided to doctors, clinics, lawyers, consultants, or other professional service providers.

NivaCall aims to collect only the information necessary to handle the call or appointment according to the client’s instructions.

Clients are responsible for informing NivaCall about any special handling requirements, confidentiality obligations, sector-specific rules, or restrictions relating to the information that may be collected during calls.

Where special category data is processed, such as health-related information, NivaCall processes such information only when necessary for the agreed service and according to the instructions and lawful basis of the client, unless Mediatop Advertising Ltd is independently required to process the data by law.

8. Call recording

NivaCall may record telephone calls only where this is clearly communicated, legally permitted, and necessary for specific purposes such as quality control, training, dispute handling, security, or service monitoring.

If call recording is used, callers should be informed before or at the beginning of the call, where required by law.

If NivaCall does not use call recording for a specific service, this section should be read as applying only if call recording is introduced or agreed in the future.

Call recordings, where applicable, will be stored securely and retained only for as long as necessary for the stated purpose, unless a longer retention period is required by law or agreed with the client.

9. Website forms and enquiries

When you submit a form through the NivaCall website, we collect the information you provide in order to respond to your request.

This may include your name, email address, telephone number, company name, profession, service interest, message, and any other information you choose to submit.

If you do not provide the information requested, we may not be able to respond properly or provide the information or service you requested.

10. Cookies and similar technologies

The NivaCall website may use cookies and similar technologies to operate correctly, improve user experience, analyse website performance, and support marketing activities.

Some cookies are strictly necessary for the operation of the website and do not require consent.

Other cookies, such as analytics, advertising, tracking, or marketing cookies, may require consent before they are used.

Where required, you will be given the option to accept, reject, or manage non-essential cookies through the website’s cookie banner or cookie settings.

You may also control cookies through your browser settings. However, disabling certain cookies may affect the functionality of the website.

11. Marketing communication

We may send information about NivaCall services, updates, offers, or business-related communication if you have requested such information, are an existing client, have shown interest in our services, or have given consent where required.

You may opt out of marketing communication at any time by contacting us at info@mediatopcy.com or by using any unsubscribe option provided in our communication, where available.

We do not sell personal data to third parties.

12. Who we share personal data with

We may share personal data only when necessary and only with appropriate safeguards.

Personal data may be shared with:

Employees, call agents, administrative staff, contractors, or service providers involved in delivering the agreed services.

The client on whose behalf the call, message, or appointment is handled.

Administrative, accounting, legal, or professional advisors.

Payment service providers, banks, or accounting systems, where payment or invoicing is required.

Telephony providers, call management systems, CRM systems, app providers, SMS providers, email providers, hosting providers, IT support providers, analytics tools, form tools, and cloud storage providers.

Public authorities, regulatory bodies, courts, tax authorities, or other official bodies where required by law.

Third parties where consent has been given or where sharing is necessary to provide the service requested.

All service providers are expected to process personal data securely and only for the purposes for which the data was shared.

13. International transfers of personal data

Some of the tools, platforms, or service providers we use may store or process data outside the European Economic Area.

Where personal data is transferred outside the European Economic Area, we take appropriate steps to ensure that such transfers are made in accordance with applicable data protection laws.

This may include the use of adequacy decisions, standard contractual clauses, or other lawful transfer mechanisms.

14. How long we keep personal data

We keep personal data only for as long as necessary for the purposes for which it was collected.

The retention period may depend on the type of data and the reason it was collected.

Enquiry and communication data may be kept for as long as needed to respond to the enquiry and for a reasonable follow-up period.

Client service data may be kept for the duration of the client relationship and for a reasonable period afterwards for support, reference, legal, administrative, or business continuity purposes.

Call notes, messages, appointment details, and call-related information are kept according to the agreed service needs, client instructions, and applicable legal requirements.

Call recordings, where applicable, are kept only for as long as necessary for the stated purpose, unless a longer period is required by law or agreed with the client.

Invoices, payment records, contracts, and accounting records may be kept for as long as required by tax, accounting, and legal obligations.

Marketing data is kept until consent is withdrawn or the person objects to receiving further communication.

Technical and website analytics data is kept for a limited period according to the settings of the relevant tools used.

When personal data is no longer required, we will securely delete it, anonymise it, or restrict its processing where appropriate.

15. How we protect personal data

We take reasonable technical, organisational, and administrative measures to protect personal data from unauthorized access, loss, misuse, alteration, disclosure, or destruction.

These measures may include secure systems, limited access, password protection, controlled storage, internal procedures, staff confidentiality obligations, access controls, secure communication methods, and cooperation with trusted service providers.

Where clients provide access to systems, apps, calendars, appointment tools, email accounts, CRM systems, or other platforms, clients remain responsible for managing their own account security, permissions, passwords, two-factor authentication, and internal access controls.

However, no method of data transmission over the Internet, telephone network, or electronic storage can be guaranteed as completely secure.

16. Your rights

If you are located in the European Union or the European Economic Area, you have rights under the General Data Protection Regulation.

These rights may include:

The right to be informed about how your personal data is processed.

The right to access your personal data.

The right to request correction of inaccurate or incomplete personal data.

The right to request deletion of your personal data, where applicable.

The right to request restriction of processing.

The right to object to processing, where applicable.

The right to data portability, where applicable.

The right to withdraw consent at any time, where processing is based on consent.

The right not to be subject to a decision based solely on automated processing, including profiling, where applicable.

To exercise any of your rights, you may contact us at info@mediatopcy.com.

Where NivaCall processes data on behalf of a client, we may need to refer your request to the relevant client, who acts as the Data Controller.

We may need to verify your identity before responding to your request.

We will respond to your request within the timeframe required by applicable data protection law.

17. Right to lodge a complaint

If you believe that your personal data has been processed in a way that does not comply with applicable data protection law, you have the right to lodge a complaint with the competent supervisory authority.

In Cyprus, the competent authority is the Office of the Commissioner for Personal Data Protection.

You may also contact us first at info@mediatopcy.com so we can review and address your concern.

18. Links to other websites

The NivaCall website may include links to third-party websites, platforms, tools, or services.

We are not responsible for the privacy practices, content, or security of websites or services that are not owned or controlled by NivaCall or Mediatop Advertising Ltd.

We encourage you to read the privacy policy of any third-party website you visit.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, website functionality, systems, tools, or data protection practices.

The updated version will be posted on this page with a revised “Last updated” date.

We encourage you to review this Privacy Policy periodically.

20. Contact information

If you have any questions about this Privacy Policy, the way we process personal data, or your rights, you may contact us at:

NivaCall | Call Center Services
Operated by Mediatop Advertising Ltd
Registered office: Kerkyras 16, Agios Dometios, 2369, Nicosia, Cyprus
Company registration number: HE423004
Email: info@mediatopcy.com