Legal

Privacy Policy

Last updated 25 September 2026.

1. Two different kinds of data, and why it matters to you

Aibertus holds two quite different things, and we stand in a different relationship to each.

• Your accountThe business that signs up: your name and email, your business profile, your team, your plan and billing history, your settings, and how you use the console. For this, we are the controller — we decide why it is held and how. Ask us directly about it.
• Your customers' conversationsThe messages, contacts, voice notes and files that reach you through the channels you connected. For this, you are the controller and we are your processor — we hold it on your instructions, to run the service for you, and for nothing else of our own.

The practical consequence is this. If one of your customers asks to see their data, to correct it, or to have it deleted, that request is yours to answer, not ours. They wrote to your business; you decided to use an assistant; you hold the relationship. We give you the tools — an export of everything, and a one-click erasure of a single person — and we will help if you get stuck. But we will not act on a customer's request behind your back, and if one reaches us we will pass it to you and tell you we have done so.

If you are established in the European Union or the United Kingdom, this is the controller/processor split the GDPR describes, and we will sign a data processing agreement on those terms. Ask us for one.

2. What we hold

• Account and billing data. Your name, email, business details, team members and their roles, plan, invoices and payment status. Card details are handled by our payment processor and never reach our servers.
• Conversations. The text of messages in and out, who sent them and when, the channel, and the conversation they belong to. Message content is encrypted at rest where it is held internally; access tokens for connected channels are always encrypted at rest.
• Contacts. Whatever your customers' channel gives us — a phone number or platform handle, a display name — plus what you and the assistant record about them: notes, the state of the relationship, what was agreed.
• Media. Voice notes, photos, videos and files your customers send, and the transcript or description made from them.
• Approved facts and instructions. The prices, hours, policies and rules you have given the assistant, and the corrections you have made to its drafts.
• Operational records. Which model answered, how long it took, what it cost, which rule made it hand over to a person, and server logs kept for security and debugging, which our hosting provider Railway holds (section 4).
• Product-usage analytics. How your business uses Aibertus itself, so we can see where the product helps you, where it gets in your way, and what to build next: when the owner or an admin signs in, which screen they open, which setting they change (its name, never its value), when an agent is created, edited or paused, how quickly suggestions are approved and whether they are edited first, when a number is connected, how far onboarding got, a checkout started, an export made, and a short label from a fixed list (for example "invoices" or "bookings") when you ask the assistant for something Aibertus cannot do yet. Never the content of any message, never your customers' data, never a password or key. For this we are the controller, it is kept for 13 months, and it is used only by us, to run and improve the service.
  
  Italiano: Analisi dell'uso del prodotto. Come la tua attività usa Aibertus: quando il titolare o un amministratore accede, quale schermata apre, quale impostazione cambia (il nome, mai il valore), quando un agente viene creato, modificato o messo in pausa, quanto in fretta vengono approvate le proposte e se vengono prima modificate, quando viene collegato un numero, fin dove è arrivata la configurazione iniziale, un pagamento avviato, un'esportazione, e un'etichetta breve da un elenco fisso (per esempio "fatture" o "prenotazioni") quando chiedi all'assistente qualcosa che Aibertus non sa ancora fare. Mai il contenuto di un messaggio, mai i dati dei tuoi clienti, mai una password o una chiave. Ne siamo titolari, la conserviamo 13 mesi e la usiamo solo noi, per far funzionare e migliorare il servizio.
  
  Português: Análise de uso do produto. Como o seu negócio usa o Aibertus: quando o titular ou um administrador entra, qual tela abre, qual configuração muda (o nome, nunca o valor), quando um agente é criado, editado ou pausado, com que rapidez as sugestões são aprovadas e se são editadas antes, quando um número é conectado, até onde chegou a configuração inicial, um pagamento iniciado, uma exportação, e um rótulo curto de uma lista fixa (por exemplo "faturas" ou "agendamentos") quando você pede ao assistente algo que o Aibertus ainda não faz. Nunca o conteúdo de uma mensagem, nunca os dados dos seus clientes, nunca uma senha ou chave. Somos o controlador, guardamos por 13 meses e só nós usamos, para operar e melhorar o serviço.
  
  Deutsch: Analyse der Produktnutzung. Wie Ihr Unternehmen Aibertus selbst nutzt: wann sich der Inhaber oder ein Admin anmeldet, welchen Bildschirm er öffnet, welche Einstellung er ändert (ihren Namen, nie ihren Wert), wann ein Agent angelegt, bearbeitet oder pausiert wird, wie schnell Vorschläge freigegeben und ob sie vorher bearbeitet werden, wann eine Nummer verbunden wird, wie weit die Einrichtung gekommen ist, ein begonnener Bezahlvorgang, ein Export, und ein kurzes Stichwort aus einer festen Liste (zum Beispiel „Rechnungen" oder „Buchungen"), wenn Sie den Assistenten um etwas bitten, das Aibertus noch nicht kann. Nie der Inhalt einer Nachricht, nie die Daten Ihrer Kunden, nie ein Passwort oder Schlüssel. Hierfür sind wir Verantwortliche, wir bewahren es 13 Monate auf und nutzen es nur selbst, um den Dienst zu betreiben und zu verbessern.
  
  Español: Analítica de uso del producto. Cómo tu negocio usa Aibertus: cuándo el titular o un administrador inicia sesión, qué pantalla abre, qué ajuste cambia (su nombre, nunca su valor), cuándo se crea, edita o pausa un agente, con qué rapidez se aprueban las propuestas y si se editan antes, cuándo se conecta un número, hasta dónde llegó la configuración inicial, un pago iniciado, una exportación, y una etiqueta corta de una lista fija (por ejemplo "facturas" o "reservas") cuando pides al asistente algo que Aibertus aún no sabe hacer. Nunca el contenido de un mensaje, nunca los datos de tus clientes, nunca una contraseña o clave. Somos responsables de ello, lo conservamos 13 meses y solo lo usamos nosotros, para prestar y mejorar el servicio.
• Website visit statistics. On this website's own pages (not the console), our own small script counts visits without cookies: a random number kept in your browser tab until you close it, the page, how far down you scrolled, and where on the page you clicked with the name of the button or link. No IP address, no browser fingerprint, nothing you type, no third party. If your browser sends Do Not Track or Global Privacy Control, nothing is recorded. We are the controller, it is kept for 90 days, and it is used only by us to improve these pages.
  
  Italiano: Statistiche delle visite al sito. Sulle pagine di questo sito (non nella console) un nostro piccolo script conta le visite senza cookie: un numero casuale tenuto nella scheda del browser finché non la chiudi, la pagina, fin dove hai scorso e dove hai cliccato con il nome del pulsante o del link. Nessun indirizzo IP, nessuna impronta del browser, niente di ciò che scrivi, nessuna terza parte. Se il browser invia Do Not Track o Global Privacy Control, non viene registrato nulla. Ne siamo titolari, le conserviamo 90 giorni e le usiamo solo noi per migliorare queste pagine.
  
  Português: Estatísticas de visitas ao site. Nas páginas deste site (não no console) um pequeno script nosso conta as visitas sem cookies: um número aleatório guardado na aba do navegador até você fechá-la, a página, até onde você rolou e onde clicou, com o nome do botão ou link. Nenhum endereço IP, nenhuma impressão digital do navegador, nada do que você digita, nenhum terceiro. Se o navegador enviar Do Not Track ou Global Privacy Control, nada é registrado. Somos o controlador, guardamos por 90 dias e só nós usamos, para melhorar estas páginas.
  
  Deutsch: Besuchsstatistik der Website. Auf den Seiten dieser Website (nicht in der Konsole) zählt ein kleines eigenes Skript Besuche ohne Cookies: eine Zufallszahl, die im Browser-Tab bleibt, bis Sie ihn schließen, die Seite, wie weit Sie gescrollt und wo Sie geklickt haben, mit dem Namen der Schaltfläche oder des Links. Keine IP-Adresse, kein Browser-Fingerabdruck, nichts, was Sie eingeben, kein Dritter. Sendet Ihr Browser Do Not Track oder Global Privacy Control, wird nichts erfasst. Hierfür sind wir Verantwortliche, wir bewahren sie 90 Tage auf und nutzen sie nur selbst, um diese Seiten zu verbessern.
  
  Español: Estadísticas de visitas al sitio. En las páginas de este sitio (no en la consola) un pequeño script nuestro cuenta las visitas sin cookies: un número aleatorio guardado en la pestaña del navegador hasta que la cierras, la página, hasta dónde te desplazaste y dónde hiciste clic, con el nombre del botón o enlace. Ninguna dirección IP, ninguna huella del navegador, nada de lo que escribes, ningún tercero. Si tu navegador envía Do Not Track o Global Privacy Control, no se registra nada. Somos responsables, las conservamos 90 días y solo las usamos nosotros para mejorar estas páginas.

We do not buy personal data, we do not sell it, and we do not use it for advertising.

3. Voice notes, specifically

Because this is the part people ask about:

• When a customer sends a voice note, the audio is stored in your account and sent to a speech-to-text provider to be transcribed. Nothing is transcribed that was not sent to you.
• Your own vocabulary — words drawn from your approved facts and from corrections you have made — is sent along with it, so the words that matter to your business come out right.
• The transcript is stored beside the message, together with which engine produced it and how confident it was. If a second engine was consulted because the first was unsure, what it heard is stored too, so you can see why the score was low.
• When you correct a word the assistant misheard, that correction is kept as part of your business's vocabulary and used to prime the next transcription, for every contact in your account. It is not shared with other businesses.
• If the assistant answers with a voice note, the audio is generated by a text-to-speech provider from the reply text.

4. Who else touches it

We use other companies to run the service. Each of them gets only what it needs to do its job. These are the ones in the product today:

• MetaInstagram, Messenger and the WhatsApp Business Cloud API, for a business that connects its own accounts. Messages to and from those channels pass through Meta, which is also how they reached you before you had an assistant. That includes WhatsApp numbers carried through Zernio (below): Zernio connects them to the same Cloud API.
• TelegramMessages to and from Telegram pass through Telegram.
• RailwayRailway Corporation (United States) is our hosting, database and log provider: it runs the servers, stores the database in which everything above lives, and holds the server logs. Server logs are kept by Railway for the log-retention period of our plan, at most 30 days, and then discarded. We write no message text, no customer name and no full phone number into them.
• Model providersThe assistant's reasoning. The router can send a request to Anthropic, OpenAI, Google or OpenRouter (below), depending on your plan, your settings, the kind of message and what is configured. The message being answered and the relevant context go with the request. A small model reads the last few messages of each conversation first, to decide which model should answer; it is sent under the same rules as the answer itself.
• OpenRouterOpenRouter, Inc. (United States) routes the assistant's model requests to the underlying model providers — among them Anthropic, OpenAI, Google, Mistral and the cloud platforms that host their models (Amazon Bedrock, Google Vertex, Microsoft Azure) — and bills us for them. A request that carries your customers' messages, contacts, conversations, documents or email is sent with OpenRouter's instructions that the provider may not collect or train on it (data_collection: deny), and, for any model not made by Anthropic, only to endpoints with zero data retention. Replies written by Claude with your customers' data go directly to Anthropic instead. Only requests that carry none of your data — public web research, our own synthetic test conversations — may use cheaper providers that keep or learn from what they receive.
  
  Italiano: OpenRouter, Inc. (Stati Uniti) instrada le richieste dell'assistente ai fornitori dei modelli (Anthropic, OpenAI, Google, Mistral e le piattaforme cloud che li ospitano). Le richieste con i dati dei tuoi clienti partono con l'istruzione di non conservarli né usarli per l'addestramento, e verso modelli non Anthropic solo a endpoint a conservazione zero; le risposte di Claude con dati dei clienti vanno direttamente ad Anthropic.
  
  Português: A OpenRouter, Inc. (Estados Unidos) encaminha as solicitações do assistente aos provedores dos modelos (Anthropic, OpenAI, Google, Mistral e as plataformas de nuvem que os hospedam). As solicitações com dados dos seus clientes seguem com a instrução de não guardá-los nem usá-los para treinamento e, para modelos que não são da Anthropic, só a endpoints com retenção zero; as respostas do Claude com dados de clientes vão diretamente à Anthropic.
  
  Deutsch: OpenRouter, Inc. (USA) leitet die Anfragen des Assistenten an die Modellanbieter weiter (Anthropic, OpenAI, Google, Mistral und die Cloud-Plattformen, auf denen sie laufen). Anfragen mit Daten Ihrer Kunden gehen mit der Anweisung hinaus, sie weder zu speichern noch zum Training zu verwenden, und an Modelle, die nicht von Anthropic stammen, nur an Endpunkte ohne Datenspeicherung; Antworten von Claude mit Kundendaten gehen direkt an Anthropic.
• Speech providersElevenLabs, Deepgram and Google, for turning voice notes into text; ElevenLabs and Cartesia for turning a reply into a voice note.
• LiveKitCarries the live audio of a phone call the assistant answers, and the audio and camera video of a reception kiosk, between the caller or guest and the assistant. Only if a business uses the telephone or a kiosk. When recording is switched on for a server (RECORD=1), LiveKit also writes an audio-only recording of the call to our object storage (Cloudflare R2); with it off, no call is recorded.
• ComposioOnly if the account owner connects their own mailbox to the Email assistant: a Gmail mailbox or an Outlook / Microsoft 365 mailbox. Composio holds the Gmail authorisation or the Microsoft (Outlook) authorisation that the owner grants, and every call we make to that mailbox goes through Composio: the mail the assistant finds and reads (including its attachments), the folders and labels it files into, the drafts it writes and the emails it sends, with any files attached to them. It sees what passes through it for that mailbox, and nothing from any other channel. Customer correspondence is outside this assistant.
  
  Learning from past mail. Only if the owner approves it, after seeing how many messages it covers and what it will cost: the assistant reads the mailbox's history through Composio, newest first. It reads the owner's sent mail for how the owner writes (quoted text from other people is removed first) and everything else as sender, date and folder only. It keeps only what it learns — short passages of the owner's own writing, counts of who writes and how mail is filed, and suggestions (organising rules, facts about people) that take effect only when the owner confirms them — and never keeps other people's emails. Nothing in the history is answered, filed or sent. The owner's writing passages are sent to the model provider (above) for this.
• DiditOnly for a reception kiosk that checks a guest's identity document. Didit captures the identity document, a selfie and a liveness check on its own hosted screen and decides whether they match. A face used to identify a person is special-category data under Article 9 GDPR, handled on the basis of the guest's explicit consent at the kiosk. The document image, the selfie and the liveness video stay with Didit and never reach our servers. What we store, one row per check, is the outcome (approved, declined or uncertain), a short code saying why a check did not go through, and the nine fields a hotel's guest register requires: first name, last name, gender, date of birth, place of birth, nationality, document type, document number and issuing state. None of those fields is ever written into our audit trail.
• E2BOnly if the account uses the agent computer. E2B runs the isolated sandbox with the browser in which the agent visits web pages on the business's behalf; the pages it opens, what it types into them and the screenshots taken at each step pass through that sandbox. The screenshots are kept with the task in our object storage (Cloudflare R2), so the owner can see what the agent did. Password and card fields are masked on the page before each screenshot is taken, so the stored screenshots do not show them.
• StripePayments and subscriptions. Stripe receives your billing details; we receive the result.
• ResendSends the email we send you — sign-in links, alerts, notices.
  
  Writing to Bert by email. An account owner or admin may write to Bert, their assistant, at bert@aibertus.com, forward mail to that address or copy it in. Resend receives that mail for us and holds it in its own inbox as part of delivering it: the message, its headers, any attachments, and the addresses of everyone on it — including other people on a thread the owner copied Bert into. We act on a message only when it really comes from an address the owner confirmed in Settings (we check the sending domain's DKIM signature or SPF ourselves); anything else is dropped without a reply, and we keep only the sender's address, when it arrived and why it was dropped. For a message we do act on, the owner's own words and the attachments go into the owner's Aibertus account (their team chat and their files), the text is sent to the model provider (above) for Bert to answer, and Bert's reply goes back through Resend to the owner only. Forwarded or quoted text and other people's messages are read as information and are never treated as instructions; anything Bert would send to a third party, delete, pay or change waits for the owner's confirmation in the app.
• ZernioZernio (ZERNIO SOFTWARE SL, Spain; application data held in Europe) does two things for us today. A signed data processing agreement under Article 28 GDPR covers them since 24 September 2026, under Spanish law, with the EU standard contractual clauses covering any transfer outside the European Economic Area.
  
  Aibertus's owner line is paused. The owner line, a number of ours on which business owners could write to their own agents, is switched off. While it is off, no owner's messages pass through Zernio for it. Owners manage their agents in the Aibertus app. If the line is ever switched back on, this policy will say so before it is.
  
  Your business's WhatsApp number. A business's own WhatsApp Business number is connected either directly to Meta or through Zernio, depending on how that account was set up; through Zernio only if the account owner chooses it. For a number connected through Zernio, your customers' messages pass through Zernio in both directions: their content (text, photos, voice notes and files), the customer's phone number and name as WhatsApp gives them, and delivery and read statuses — because Zernio is the connection that delivers those messages to us and carries the assistant's replies back. Zernio stores these messages in its own inbox as part of carrying them. A number connected directly to Meta does not pass through Zernio. Our tenant is the controller, we are the processor, Zernio is our sub-processor.
  
  Publishing. Only if the account owner switches on Publishing under Channels — it is off until then. Zernio publishes the posts, scheduled posts and stories you choose to put on Instagram, Facebook, LinkedIn, X and TikTok; for this, only what you publish passes through it. Instagram and Messenger messages go through Meta, and Telegram is connected directly. European accounts may switch Publishing on now that the agreement is signed; it stays off for every account until its owner does.
  
  The sub-processors the agreement authorises Zernio to use are Vercel, Google Cloud, MongoDB, Cloudflare, Resend, Stripe and PostHog. Zernio's public Trust Center also names Telnyx, Anthropic, Axiom and Comp AI, which the agreement does not; we have asked Zernio to reconcile the two lists. Publishing does not use Telnyx.
  
  Italiano: Zernio (ZERNIO SOFTWARE SL, Spagna) svolge oggi due compiti per noi, coperti dal 24 settembre 2026 da un accordo sul trattamento dei dati firmato ai sensi dell'art. 28 GDPR, regolato dal diritto spagnolo, con le clausole contrattuali tipo UE per i trasferimenti fuori dallo Spazio economico europeo. La linea di Aibertus per i titolari è sospesa: la linea su cui i titolari potevano scrivere ai propri agenti è spenta, e finché resta spenta nessun messaggio dei titolari passa da Zernio per essa. I titolari gestiscono i propri agenti nell'app Aibertus. Se la linea venisse riattivata, questa informativa lo dirà prima. Il numero WhatsApp della tua attività: il numero WhatsApp Business di un'attività è collegato direttamente a Meta oppure tramite Zernio, secondo come è stato configurato l'account; tramite Zernio solo se lo sceglie il titolare. Se è collegato tramite Zernio, i messaggi dei tuoi clienti passano da Zernio in entrambe le direzioni — il contenuto (testo, foto, messaggi vocali e file), il numero di telefono e il nome del cliente come li fornisce WhatsApp, gli stati di consegna e lettura — perché è Zernio a consegnarci quei messaggi e a riportare le risposte dell'assistente; Zernio li conserva nella propria casella come parte di questo servizio. Un numero collegato direttamente a Meta non passa da Zernio. Pubblicazione: solo se il titolare attiva la Pubblicazione, Zernio pubblica i post, i post programmati e le storie che scegli di pubblicare su Instagram, Facebook, LinkedIn, X e TikTok. I sub-responsabili autorizzati sono Vercel, Google Cloud, MongoDB, Cloudflare, Resend, Stripe e PostHog. Il Trust Center di Zernio elenca anche Telnyx, Anthropic, Axiom e Comp AI, che l'accordo non include: abbiamo chiesto a Zernio di chiarire. La pubblicazione non usa Telnyx.
  
  Português: A Zernio (ZERNIO SOFTWARE SL, Espanha) faz hoje duas coisas para nós, cobertas desde 24 de setembro de 2026 por um acordo de tratamento de dados assinado nos termos do art. 28 do GDPR, regido pela lei espanhola, com as cláusulas contratuais padrão da UE para transferências para fora do Espaço Econômico Europeu. A linha do Aibertus para os titulares está pausada: a linha em que os titulares podiam escrever aos próprios agentes está desligada e, enquanto estiver desligada, nenhuma mensagem de titular passa pela Zernio por ela. Os titulares gerenciam os seus agentes no app Aibertus. Se a linha for religada, esta política dirá isso antes. O número de WhatsApp do seu negócio: o número de WhatsApp Business de um negócio é conectado diretamente à Meta ou pela Zernio, conforme a configuração da conta; pela Zernio só se o titular escolher. Se estiver conectado pela Zernio, as mensagens dos seus clientes passam pela Zernio nos dois sentidos — o conteúdo (texto, fotos, mensagens de voz e arquivos), o número de telefone e o nome do cliente como o WhatsApp os informa, e os status de entrega e leitura — porque é a Zernio que entrega essas mensagens a nós e leva de volta as respostas do assistente; a Zernio as guarda na própria caixa de entrada como parte desse serviço. Um número conectado diretamente à Meta não passa pela Zernio. Publicação: só se o titular da conta ativar a Publicação, a Zernio publica os posts, os posts agendados e os stories que você escolhe colocar no Instagram, Facebook, LinkedIn, X e TikTok. Os suboperadores autorizados são Vercel, Google Cloud, MongoDB, Cloudflare, Resend, Stripe e PostHog. O Trust Center da Zernio também lista Telnyx, Anthropic, Axiom e Comp AI, que o acordo não inclui: pedimos à Zernio que esclareça. A publicação não usa a Telnyx.
  
  Deutsch: Zernio (ZERNIO SOFTWARE SL, Spanien) übernimmt derzeit zwei Aufgaben für uns, die seit dem 24. September 2026 von einem unterzeichneten Auftragsverarbeitungsvertrag nach Art. 28 DSGVO erfasst sind, nach spanischem Recht, mit den EU-Standardvertragsklauseln für Übermittlungen außerhalb des Europäischen Wirtschaftsraums. Die Inhaberlinie von Aibertus ist pausiert: Die Linie, über die Geschäftsinhaber ihren eigenen Agenten schreiben konnten, ist abgeschaltet; solange sie aus ist, laufen darüber keine Nachrichten von Inhabern über Zernio. Inhaber steuern ihre Agenten in der Aibertus-App. Wird die Linie wieder eingeschaltet, sagt diese Erklärung das vorher. Die WhatsApp-Nummer Ihres Unternehmens: Die WhatsApp-Business-Nummer eines Unternehmens ist entweder direkt mit Meta oder über Zernio verbunden, je nachdem, wie das Konto eingerichtet wurde; über Zernio nur, wenn der Kontoinhaber es wählt. Ist sie über Zernio verbunden, laufen die Nachrichten Ihrer Kunden in beide Richtungen über Zernio – ihr Inhalt (Text, Fotos, Sprachnachrichten und Dateien), die Telefonnummer und der Name des Kunden, wie WhatsApp sie übermittelt, sowie Zustell- und Lesestatus –, weil Zernio die Verbindung ist, die uns diese Nachrichten zustellt und die Antworten des Assistenten zurückbringt; Zernio speichert sie dabei in seinem eigenen Posteingang. Eine direkt mit Meta verbundene Nummer läuft nicht über Zernio. Veröffentlichung: Nur wenn der Kontoinhaber die Veröffentlichung einschaltet, veröffentlicht Zernio die Beiträge, geplanten Beiträge und Stories, die Sie auf Instagram, Facebook, LinkedIn, X und TikTok stellen. Zugelassene Unterauftragsverarbeiter sind Vercel, Google Cloud, MongoDB, Cloudflare, Resend, Stripe und PostHog. Das Trust Center von Zernio nennt außerdem Telnyx, Anthropic, Axiom und Comp AI, die der Vertrag nicht enthält; wir haben Zernio um Klärung gebeten. Die Veröffentlichung nutzt Telnyx nicht.
• Meta Ads and Google AdsOnly if the account owner connects their own ad account under Channels — nothing is connected until then. The ads agent operates that account through the platform's own API with a token you grant: it reads results, pauses and reduces spend on its own, and proposes anything that spends for your approval. Aibertus is never in the money path: we hold no card, front no spend and bill no ad spend; your payment method stays on your account at the platform, and our software refuses, by name, every platform endpoint that touches funding, payment methods, billing or invoices. What passes to the platform is the campaign, audience and creative you approve; your customers' messages never do.

This list can change as the product does. We will publish a change here, and tell account owners, before a new sub-processor starts handling your data, so that you have time to object.

5. Models do not learn from your conversations

We use model providers through their commercial APIs, under terms that say the content sent through them is not used to train their models. Through OpenRouter, every request that carries your data says so explicitly and is refused by any provider that would collect it (section 4). Requests that carry none of your data — public web pages, our own synthetic test conversations — may go to cheaper providers without that promise. We do not train models on your conversations either, and we do not let one customer's data inform another's assistant.

If you choose to supply your own model key so that you pay a provider directly, your requests go to that provider under your agreement with them, and their terms and privacy policy govern what they may do with the content. That is worth reading before you switch.

6. How long it is kept

• You set a retention limit for conversation content, in days, in your console. When it passes, the text of the message is deleted. The conversation and the contact stay, so your inbox still shows who you have spoken to and when — what goes is what the customer actually said, which is the part that is theirs rather than yours.
• If you set no limit, conversation content is kept until you delete it or close the account.
• Media files — the stored audio, photos and video behind a message — are removed when you ask us to remove them, and when the account is closed. The automatic retention sweep clears message text; it does not yet clear the stored media object, and we would rather say so than let you assume otherwise.
• Account, billing and invoice records are kept for as long as tax and accounting law requires.
• Security and server logs are held by Railway, our hosting provider, for at most 30 days, and then discarded.
• Product-usage analytics (section 2) are kept for 13 months and then deleted; only daily counts per business remain after that.
• Website visit statistics (section 2) are kept for 90 days and then deleted.
• Closing an account deletes its data immediately and irreversibly — there is no grace period to export afterwards. Download the export first, from Settings › Account, before you close it (see section 7).

7. Taking it out, and getting rid of it

• Export everything, any time, as one file. Conversations, messages with their content readable, contacts, tasks, approved facts, unanswered questions and your team. Free of charge, from the console, without asking us. Session tokens and channel access tokens are deliberately left out: they are credentials, not your data, and an export is something people forward by email.
• Erase one person. One action in the console removes that contact's messages, conversations, the tasks and captures hanging off them, what the assistant learned from replying to them, and the contact record itself.
• Close the account and delete everything, yourself. Settings › Account › Delete account. It asks you to type the account's name, offers you the export first, and then removes every row this account holds — conversations, messages, contacts, agents and what they learned, linked numbers, files, appointments, approved facts, keys and sessions — immediately, in one go. There is no waiting period and no way back. An active paid subscription is cancelled before anything is deleted, so nothing further is charged. If you also work in somebody else's account, that account is untouched: your seat in it is removed and your name comes off the records you left there, which stay with them.

8. Telling people they are talking to an assistant

The EU AI Act requires that a person be told, at the start, when they are dealing with an AI rather than a human being. For European accounts this disclosure is switched on by default, in the customer's own language, and the assistant is instructed to answer honestly if anyone asks outright — on every account, everywhere, whatever the setting says.

You can write your own wording. You can also turn the unprompted disclosure off where the law does not require it; whether that is lawful where you operate is your decision to make.

9. Where it goes geographically

We are a Brazilian company and our providers operate internationally, so your data will be processed outside your own country — including in Brazil, the European Union and the United States. Where data is transferred out of the European Economic Area or the United Kingdom, we rely on the safeguards those rules provide, including the European Commission's standard contractual clauses with the providers concerned.

10. Keeping it safe

• Every read and write in the product is scoped to one account. There is no query that reaches across tenants.
• Channel access tokens and stored model keys are encrypted at rest; internal message content is encrypted at rest with AES-256-GCM.
• Access to production is limited to the people who need it, and traffic is served over TLS.
• No system is perfect. If there is a breach that affects your data, we will tell you without undue delay and tell you what we know, so that you can meet your own obligations to the people affected.

11. Your rights over your own account data

For the data where we are the controller — your account, your billing, your use of the console — you can ask us to show you what we hold, correct it, delete it, give it to you in a portable form, or restrict or object to what we do with it. Write to privacy@aibertus.com and we will answer within 30 days.

If you are in Brazil, the LGPD gives you these rights and the ANPD supervises them. If you are in the European Union or the United Kingdom, the GDPR gives you these rights and you may complain to your national supervisory authority.

For data where you are the controller — your customers' messages and contacts — those requests go to you, and section 1 explains why.

12. Not for children

Aibertus is a tool for businesses and is not intended for anyone under 18. We do not knowingly collect data from children. If a child's data reaches the service through a conversation with your business, handling it lawfully is part of your responsibility as the controller of that conversation.

13. Changes to this policy

If we change this policy in a way that affects you, we will tell account owners before the change takes effect, by email and in the console, and the date at the top will change. Smaller corrections we simply make.

14. Contact

Privacy questions, data requests and complaints: privacy@aibertus.com.

Everything else: legal@aibertus.com.

See also our Terms of Service.