Privacy Policy

1. Introduction

Welcome to Zelio. We provide an AI-powered customer support agent that helps businesses respond to their customer inquiries.

This Privacy Policy explains how we collect, use, process, and disclose information in relation to our Service. It applies to the information we collect from our Clients and the information we process on their behalf, which includes data from their customers who interact with our AI agent on the Client's website.

By using our Service, you agree to the collection and use of information in accordance with this policy.

2. Definitions

• Service: The AI customer support agent and related platform provided by us.
• Client: The business or individual that signs up for and uses our Service.
• End-User: The individual who interacts with our Service on a Client's website or platform.
• Client Data: All data provided by the Client or processed by us on the Client's behalf. This includes Scraped Data and End-User Data.
• Scraped Data: Information publicly available on the Client's website that we collect to form a knowledge base for the AI agent.
• End-User Data: Information, including any personal data, provided by an End-User during their interaction with the Service (e.g., conversation logs, names, email addresses, query details).

3. Information We Collect and Process

a) Information We Collect Directly from Clients:

• Account Information: When you register for our Service, we collect information such as your name, company name, email address, and password.
• Billing Information: To process payments, we collect billing details and payment information, which are processed by our third-party payment processors.
• Website Information: We collect the URL of your website to perform our scraping service.

b) Information We Process on Behalf of Our Clients (Client Data):

• Scraped Data: We programmatically access and copy publicly available text-based content from the Client's website to create a knowledge base. We do not collect information from password-protected areas.
• End-User Data: We process the conversations between your End-Users and our AI agent. This may include personal data that the End-User voluntarily provides during the chat. You, the Client, are the controller of this data; we act as the processor.

4. How We Use Information

We use the information we collect and process for the following purposes:

• To provide, maintain, and improve our Service.
• To create a tailored knowledge base for the AI agent from your Scraped Data.
• To process and respond to End-User queries on your behalf.
• To manage your account, process payments, and send administrative information.
• To monitor for security and prevent fraudulent activity.

5. Third-Party Data Processing and Sub-processors

Our Service is built upon advanced AI models from third-party providers. To function, we must send certain Client Data to these providers.

Google (Gemini Models): We send End-User conversation data and relevant Scraped Data to Google's Gemini API to generate responses. According to Google's policies, data sent to certain Gemini API tiers may be used by Google for the purpose of improving their AI models. We are not responsible for Google's data handling practices. We strongly advise you to review the Google AI for Developers Terms of Service and Privacy Policy.

Hugging Face (Inference Models): We may use models hosted via Hugging Face's infrastructure. End-User conversation data and relevant Scraped Data may be sent to their APIs for processing. According to Hugging Face's security documentation for Inference Endpoints, they do not store customer payloads or use them for model training, but they may retain logs for up to 30 days for debugging purposes. This is subject to their terms and policies.

By using our Service, you acknowledge and agree that we may transfer such Client Data to these third-party sub-processors and that their use of the data is governed by their respective privacy policies and terms.

6. Data Security

We implement reasonable technical and organizational measures to protect the information we handle. However, no electronic transmission or storage is 100% secure. While we strive to use commercially acceptable means to protect your data, we cannot guarantee its absolute security.

7. Client Responsibilities

As the Client, you are the "Data Fiduciary" under laws like the DPDPA. You are responsible for:

• Ensuring you have the right to allow us to scrape your website content.
• Providing adequate notice to your End-Users about the use of an AI agent for customer support.
• Maintaining your own Privacy Policy that clearly discloses that you use third-party service providers like us, and that End-User data will be processed by us and our sub-processors (including Google and Hugging Face).
• Obtaining all necessary consents from End-Users to collect, use, and process their data as described in this policy.

8. Data Retention

We retain Client account information for as long as your account is active or as needed to provide you with the Service. We will retain and use Client Data as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements. You may request the deletion of your data at any time.

9. Your Rights

You have the right to access, correct, or delete your personal information. As our Client, you can manage your account information through your dashboard. For requests regarding End-User Data, End-Users should contact you (the Client) directly. We will assist you in responding to these requests.

10. Children's Privacy

Our Service is not intended for use by anyone under the age of 18. We do not knowingly collect personal data from children.

11. Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date.