AI Transparency
Policy
www.boldpiq.com/ai-transparency
Effective Date: 18 August 2026 · Last Updated: 18 August 2026
CINNIMON t/a BoldPiq (Reg 2015/193038/07) uses artificial intelligence to deliver faster, more consistent work. This policy explains where AI is used, what data it touches, who reviews it, and what rights you have over AI-assisted decisions — in line with POPIA, the GDPR/UK GDPR, and other applicable privacy laws.
1. Scope and Purpose
This AI Transparency Policy explains how CINNIMON t/a BoldPiq (Reg 2015/193038/07) ("BoldPiq", "we", "our") uses artificial intelligence (AI) — including large language models, automation, transcription, and AI-assisted voice systems — in the way we run our business and deliver client work. It applies to: · Visitors to www.boldpiq.com and anyone who interacts with our website assistant, estimate tool, forms, or booking flows · Clients of BoldPiq and their authorised users · People who contact us by email, live chat, WhatsApp, SMS, or telephone This policy sits alongside — and does not replace — our Privacy Policy, Data Processing Addendum (DPA), Cookie Policy, and Disclaimers. Where this policy describes personal data, the legal detail (lawful basis, retention, international transfers, sub-processors) is set out in the Privacy Policy and DPA.
2. Our Commitments
· AI assists our team; it does not replace accountable human judgement. · No decision that has a legal or similarly significant effect on you is made solely by an AI system. · We tell you when you are dealing with an AI system rather than a person, and you can always ask for a human. · We do not use AI to make credit, employment, insurance, or eligibility decisions about you. · We do not sell personal data, and we do not permit our AI providers to use client or customer data to train their public models where that provider offers a choice. · We only deploy an AI feature once a human is accountable for reviewing what it produces.
3. How We Use AI in Our Own Operations
Website assistant and live chat — Our website may offer an AI assistant that answers questions about our services and helps route enquiries. It is labelled as an AI assistant, and any request that needs a decision is passed to a human team member. Instant estimate and project guidance — Our estimate tool (www.boldpiq.com/estimate) uses rule-based pricing logic together with an AI-generated written and voice guide. Estimates are indicative only and are not a quotation or a binding offer; every project is confirmed by a human proposal. Communications and drafting — We use AI tools to help draft, summarise, translate, and personalise emails, proposals, reports, and marketing content. AI-assisted material is reviewed or supervised by a person before it is sent or published. Support and triage — Incoming email and support messages may be classified automatically (for example to separate genuine client requests from newsletters, notifications, and spam) and routed to the correct queue. Classification affects routing and priority only; a person handles the request itself. Transcription — Voice notes and call recordings sent to us may be transcribed automatically so that we can respond accurately and keep a written record. Scheduling, follow-up and monitoring — Automated rules progress contact records through service stages, trigger reminders and follow-ups, and alert our team to failures. These rules are pre-defined and monitored by a person. Research and lead generation — We use AI and automated data collection to research publicly available business information (for example company websites and public listings) for our own marketing and outreach. AI-assisted voice — Where you have consented, AI-assisted voice systems may deliver appointment reminders or follow-up calls. You may opt out at any time by telling us, or by replying to the message.
4. AI in Client Projects
We build and configure AI features for our clients — chat widgets, AI receptionists and voice agents, automated follow-up sequences, content generation, and workflow automation. Where BoldPiq operates such a system on a client's behalf, we act as a processor (operator) and the client is the responsible party (controller) for the personal data involved. The terms of that relationship, including instructions, security measures, sub-processors, and breach notification, are governed by our DPA. Where we hand over an AI system to a client at Go-Live, the client is responsible for how it is used, monitored, and disclosed to their own customers from that date, unless a separate Maintenance & Support Agreement is in place. See our Disclaimers for the full position on post-launch responsibility.
5. Human Oversight
Human review is built into the way we work: · AI output that reaches a client or a member of the public is reviewed or supervised by a person. · Automated stage transitions, reminders, and escalations follow pre-defined rules; they do not produce solely automated decisions with legal or similarly significant effects. · Where an automated process does materially affect you, you may request human review at support@boldpiq.com and a qualified team member will re-examine the matter. · Our Information Officer is accountable for this policy and for handling AI-related concerns.
6. Data Used by Our AI Systems
What data may be processed: · Information you give us — name, contact details, business details, project briefs, form and estimate answers, chat and email content, voice notes. · Usage data — how you interact with our website and communications, including pages viewed, forms started, and message history. · Technical data — IP address, browser and device information, and security logs. How that data is used with AI: · To generate a response, estimate, transcript, summary, or draft for you or for our team. · To classify and route enquiries so that they reach the right person. · To improve our own prompts, templates, and internal workflows — reviewed by a person, not by automatically retraining a model on your data. What we do not do: · We do not use AI to profile you for automated eligibility, credit, or employment outcomes. · We do not knowingly submit special personal information (as defined in POPIA) or children's data to AI systems, and we ask that you do not send it to us. · We do not permit our AI providers to train their public models on client or customer data where that provider offers an opt-out, and we prefer providers that offer it. Retention of AI-related records (chat transcripts, transcriptions, prompts and outputs held in our systems) follows the retention periods set out in our Privacy Policy.
7. AI Providers and Cross-Border Processing
We do not train our own foundation models. Our AI features are delivered through vetted third-party providers, currently including OpenRouter (which routes requests to third-party model providers) and the AI features built into GoHighLevel / LeadConnector, alongside our hosting and automation providers Vercel, Cloudflare, and Hetzner. Some of these providers process data outside South Africa. Those transfers are made under the safeguards described in our Privacy Policy and DPA (contractual protections, including standard contractual clauses where applicable). Model providers and features change as the technology moves. The current list of sub-processors is maintained in our Privacy Policy and DPA; clients under a DPA are notified of material sub-processor changes in accordance with that agreement.
8. Your Rights
Right to know — You may ask whether AI was involved in a communication, estimate, or decision that concerns you. Right to an explanation — Where an AI-assisted process has influenced an outcome affecting you, you may ask us to explain, in plain language, what factors were involved and what the system did. Right to human review and appeal — You may ask a person to review any AI-assisted outcome you believe is wrong or unfair. We will re-examine it and tell you the result. Right to opt out — You may ask us not to use AI-assisted voice or automated messaging with you, and to deal with you by human contact instead. This will not affect the quality of service you receive. Rights under data protection law — Depending on where you are, you also hold rights under POPIA (South Africa), the GDPR and UK GDPR, the CCPA/CPRA (California), and the LGPD (Brazil), including rights of access, correction, deletion, objection, and, under the GDPR, the right not to be subject to a decision based solely on automated processing that produces legal or similarly significant effects. How to exercise these rights is set out in our Privacy Policy. To exercise any right in this section, email support@boldpiq.com.
9. Accuracy and Limitations
AI systems can be wrong. They can produce inaccurate, incomplete, or out-of-date information, and they can present it confidently. Nothing produced by our AI systems — including website assistant answers, instant estimates, AI-generated guides, and AI-assisted content in deliverables — constitutes legal, financial, accounting, tax, or other professional advice, and none of it is a binding offer or quotation. Pricing is confirmed only in a written proposal or Statement of Work signed by BoldPiq. Clients should review all deliverables and confirm accuracy before publication or use. Our full position on AI-generated content, third-party platforms, and limitation of liability is set out in our Disclaimers.
10. Reporting an AI Concern or Incident
If you believe one of our AI systems has made an error, treated you unfairly, produced harmful or misleading output, or mishandled your personal data, please tell us. How to report: · Email support@boldpiq.com with "AI concern" in the subject line, or · Use any contact form on www.boldpiq.com, or · Tell the AI assistant you want to raise a concern with a person — it will route you to our team. What happens next: · We acknowledge receipt within 2 business days. · We investigate and respond with an outcome, ordinarily within 15 business days. If it will take longer, we tell you why and give a revised date. · Where the concern is upheld, we correct the outcome and take remedial action, which may include adjusting the system, adding review steps, or withdrawing the feature. Escalation — Data protection concerns may be escalated to our Information Officer, Monique Erasmus, at support@boldpiq.com. You also have the right to complain to the Information Regulator (South Africa) at complaints.IR@justice.gov.za, or to your local supervisory authority if you are in the EU or UK.
11. Governance and Review
· Accountability — Our Information Officer owns this policy and is accountable for AI use across BoldPiq. · Assessment before deployment — Before a new AI tool or feature goes live in our operations or in a client system, we assess what data it processes, where that data goes, what it may get wrong, and who reviews its output. · Ongoing checks — We monitor AI-assisted workflows for failures and unexpected output, and our automation platform alerts our team when a workflow fails. · Team practice — Everyone working on BoldPiq projects is expected to follow this policy, to disclose AI assistance where it matters, and to keep confidential client information out of AI tools that have not been approved for it. · Review — This policy is reviewed at least annually, and whenever we materially change the AI systems we use.
12. Client Responsibilities
Where we build or operate AI systems for you, you remain the responsible party for the personal data those systems process. You are responsible for: · Disclosing to your own customers that an AI system is in use, in your own privacy notice and at the point of interaction · Obtaining any consent required for AI-assisted voice, SMS, or marketing communications · Reviewing AI-generated content before it is published under your brand · Keeping a route for your customers to reach a human · Not instructing us to use AI in a way that would breach POPIA, the GDPR/UK GDPR, the CPA, or any other applicable law We will raise it with you if an instruction appears to conflict with applicable law, and may decline to implement it.
13. Changes to This Policy
AI technology, and the law that governs it, moves quickly. We may update this policy to reflect changes in the systems we use, in legal requirements, or in our practices. Updates are published on this page with a revised "Last Updated" date, and material changes affecting clients under a DPA are notified in accordance with that agreement.
14. Contact
Questions, requests, or concerns about our use of AI: CINNIMON t/a BoldPiq (Reg 2015/193038/07) Information Officer: Monique Erasmus Email: support@boldpiq.com Website: www.boldpiq.com Related policies: Privacy Policy · Data Processing Agreement · Disclaimers · Cookie Policy