Privacy Policy.
How we protect and handle your personal information

At Heyllo ("we," "our," or "us"), we are committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform for building AI agents (chatbots) and related services.

Please read this Privacy Policy carefully. If you do not agree with the terms of this Privacy Policy, please do not access or use our Service.

2.1 Personal Information You Provide

We collect information you provide directly to us, including:

• Account Information: Name, email address, and password when you create an account
• Profile Information: Optional profile details, preferences, and settings
• Payment Information: Billing address and payment method details (processed securely by our payment processor)
• Content Data: Text, prompts, knowledge base content, and other data you add to train and configure your AI agents
• Communications: Messages you send to us through support channels, feedback forms, or other communications

2.2 Information We Collect Automatically

When you use our Service, we automatically collect certain information:

• Usage Data: Information about how you use our Service, including features accessed, time spent, and usage patterns
• Device Information: Device type, operating system, browser type, IP address, and device identifiers
• Log Data: Server logs including access times, pages viewed, and actions taken
• Analytics Data: Information from analytics services to help us understand user behavior and improve our Service

2.3 Information from Third Parties

We may receive information from third parties, including:

• Authentication Services: Information from Google OAuth when you sign in with your Google account
• Payment Processors: Transaction information from Paystack and other payment processors
• Analytics Services: Aggregated usage statistics from third-party analytics providers

2.4 Information from Conversations with Your Agents

When people chat with an agent you deploy, we process the following on your behalf:

• Conversation Data: Messages and replies exchanged with your agents on your website and on channels you connect, such as Instagram, Messenger and Telegram
• Attachments: Images visitors attach to their messages, stored with the conversation
• Contact Details: Names and email addresses visitors share, for example when they ask to talk to a person
• Identity Details: User details your website passes to the chat widget to identify signed-in users

We use the information we collect for the following purposes:

3.1 Service Provision

• Provide, operate, and maintain our AI agent platform
• Process your content inputs to train and run your AI agents
• Manage your account and subscription
• Process payments and maintain billing records
• Provide customer support and respond to your inquiries

3.2 Service Improvement

• Analyze usage patterns to improve our Service and develop new features
• Train and improve our AI models (using anonymized and aggregated data)
• Conduct research and development for service enhancement
• Monitor and analyze performance and user experience

3.3 Communication

• Send you service-related notifications and updates
• Respond to your comments, questions, and customer service requests
• Send you marketing communications (with your consent)
• Notify you about changes to our Service or policies

3.4 Legal and Security

• Comply with legal obligations and regulatory requirements
• Protect against fraud, abuse, and security threats
• Enforce our Terms of Service and other policies
• Protect the rights, property, and safety of our users and others

We do not sell, trade, or rent your personal information. We may share your information in the following circumstances:

4.1 Service Providers

We share information with third-party service providers who help us operate our Service:

• Cloud Infrastructure: Hosting and data storage providers
• Payment Processing: Paystack and other payment processors for billing and subscription management
• AI Services: AI model providers that generate your agents' replies
• Analytics: Analytics services to understand user behavior
• Customer Support: Support tools and customer service platforms

4.2 Legal Requirements

We may disclose your information if required by law or in response to:

• Legal process, such as a court order or subpoena
• Government or regulatory requests
• Law enforcement investigations
• Protection of our legal rights or compliance with legal obligations

4.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change in ownership or control of your personal information.

Our Service uses artificial intelligence to power AI agents (chatbots) based on your inputs. Here's how we handle your content:

5.1 Content Processing

• Your content inputs are processed by our AI systems to create and operate your agents
• We use third-party AI services (such as various LLM providers) to power our agents
• Your content may be temporarily stored and processed by these AI service providers
• Generated responses are provided through your agents and may be stored in your account

5.2 AI Training and Improvement

• We may use anonymized and aggregated data to improve our AI models and service quality
• Your specific content inputs are not used to train third-party AI models without your consent
• We implement measures to protect your privacy when processing content through AI services

We implement appropriate technical and organizational security measures to protect your personal information:

• Encryption: Data is encrypted in transit and at rest using industry-standard protocols
• Access Controls: Strict access controls and authentication requirements for our systems
• Regular Audits: Regular security assessments and vulnerability testing
• Secure Infrastructure: Use of secure cloud infrastructure and hosting providers
• Data Minimization: We collect and store only the information necessary for our Service

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your personal information, we cannot guarantee its absolute security.

We retain your personal information for different periods depending on the type of data:

• Account Information: Retained while your account is active and for a reasonable period after closure
• Content Data: Generated content and agent data retained as long as you maintain your account
• Usage Data: Aggregated usage statistics may be retained for analytics and service improvement
• Payment Information: Billing records retained as required by law and for tax purposes
• Support Communications: Retained for a reasonable period to provide ongoing support

You can request deletion of your personal information at any time, subject to legal obligations and legitimate business purposes.

Depending on your location, you may have certain rights regarding your personal information:

8.1 General Rights

• Access: Request access to your personal information we hold
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information
• Portability: Request a copy of your data in a machine-readable format
• Objection: Object to certain processing of your personal information

8.2 GDPR Rights (EU/UK Users)

If you are located in the European Union or United Kingdom, you have additional rights under GDPR:

• Right to restrict processing of your personal data
• Right to withdraw consent where processing is based on consent
• Right to lodge a complaint with a supervisory authority
• Right to data portability for certain types of data

8.3 CCPA Rights (California Users)

If you are a California resident, you have rights under the California Consumer Privacy Act (CCPA):

• Right to know what personal information we collect and how it's used
• Right to delete personal information we have collected
• Right to opt-out of the sale of personal information (we do not sell personal information)
• Right to non-discrimination for exercising your privacy rights

We use cookies and similar tracking technologies to enhance your experience:

9.1 Types of Cookies

• Essential Cookies: Required for the Service to function properly
• Analytics Cookies: Help us understand how users interact with our Service
• Preference Cookies: Remember your settings and preferences
• Security Cookies: Help secure our Service and detect fraud
• Chat Storage: The chat widget keeps an anonymous visitor ID and the conversation in your browser's local storage, so a chat can continue across pages and visits

9.2 Managing Cookies

You can control cookies through your browser settings. Note that disabling certain cookies may affect the functionality of our Service.

Our Service integrates with various third-party services:

• Google OAuth: For account authentication (governed by Google's Privacy Policy)
• Paystack: For payment processing (governed by Paystack's Privacy Policy)
• Meta and Telegram: To deliver messages on Instagram, Messenger and Telegram when you connect those channels (governed by their privacy policies)
• Amazon Web Services: For hosting and file storage
• Speech Recognition: Dictation and voice chat use your browser's built-in speech recognition, which your browser provider may process (governed by its privacy policy)
• AI Model Providers: To generate your agents' replies (governed by respective Privacy Policies)
• Analytics Services: For usage analytics and service improvement

These third-party services have their own privacy policies, and we encourage you to review them.

Your information may be transferred to and processed in countries other than your country of residence. These countries may have different data protection laws. When we transfer your information internationally, we implement appropriate safeguards to protect your privacy and ensure adequate protection.

Our Service is not intended for children under 13 years of age. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has provided us with personal information, please contact us, and we will delete such information.

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable laws. We will notify you of material changes by posting the new Privacy Policy on this page and updating the "Last updated" date.

We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.

If you have any questions about this Privacy Policy or our privacy practices, please contact us:

Privacy Officer: [email protected]

General Support: [email protected]

Data Protection Requests: [email protected]

Website: https://heyllo.co