Privacy Policy

This Privacy Policy describes how HeidelAI Limited ("HeidelAI", "we," "us," or "our"), a limited company registered in England and Wales with company number 16116925 with headquarters at Unit 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE, United Kingdom, collects, uses, stores, and protects personal information when you use our services. This policy applies to https://heidelai.com and any subdomains including client-specific domains (collectively the "Website"), and our products Talkative and Understandative (collectively the "Services"). Our commitment is to maintain complete data privacy while delivering powerful AIdriven solutions for your business needs. This privacy policy governs information collected through our Website, our Talkative multi-platform chat solution, our Understandative analytics platform, customer support interactions, and account management activities. By accessing or using our Services, you acknowledge that you have read, understood, and agree to the terms of this Privacy Policy.

Information We Collect

Personal Information

HeidelAI collects several types of information from and about users of our Website and Services.
The information we may collect includes personal identification details such as name, email address, telephone number, and business contact information when you register for an account or submit inquiries through our Website, Services, or communication channels . We also collect account credentials including usernames and passwords when you create and use an account with us. For billing purposes, we collect payment information, though this is typically processed through secure third-party payment processors. Throughout your use of our Services, we collect your preferences, settings, and profile information to customize your experience and improve our offerings. This collection of information helps us deliver a more personalized service and ensures we can communicate with you effectively regarding our Services.

Customer Data

Through our Talkative product, we process conversation data across multiple platforms including WhatsApp, Telegram, Facebook Messenger, Instagram Message, and Web App Chat . This includes message transcripts, conversation history, and analytics data related to these communications. When using our voice bot features, voice data may be processed as part of the service functionality. Our system processes customer queries, support requests, sales inquiries, and follow-up communications to provide the AI-powered assistance that forms the Now same way create for privacy policy Introduction Information We Collect Personal Information 1 Customer Data 1 core of our Talkative service. We also collect and process user feedback to continuously improve the quality and effectiveness of our Services. All of this data is processed according to our commitments regarding data privacy and is handled in accordance with applicable data protection regulations.

Analytics and Usage Data

Our Understandative product processes various analytics data including website performance metrics, conversation analytics, advertising performance statistics, social media engagement data, and influencer marketing analysis . We collect product performance statistics and sales conversion data to provide actionable insights to our business customers. Technical information is also collected, such as device information (browser type, operating system, device type), log data, usage statistics, IP addresses, and location information. This information enables us to provide comprehensive analytics and actionable recommendations through our Understandative service. The collection of this data is essential for delivering the intelligent insights and "what to do next" approach that distinguishes our Understandative product from traditional business intelligence dashboards.

Cookies and Tracking Technologies

HeidelAI uses cookies and similar tracking technologies to enhance and personalize your experience when using our Website and Services. Cookies are small text files that are placed on your device when you visit our Website, allowing us to recognize your browser and remember certain information . We use cookies primarily to maintain user sessions, store user preferences, understand how our Services are used, analyze traffic patterns, and enable certain functions of our Services. Our use of cookies helps us improve our Website and Services by providing analytics data about how users navigate and interact with them. The information collected through cookies may include your IP address, browser type, operating system, and browsing actions and patterns. This data is used in aggregate form to analyze trends and administer the site, track users' movements around the site, and gather demographic information about our user base as a whole.

How We Use Information

Service Provision and Improvement

The information we collect is primarily used to provide, maintain, and enhance our Services for our business customers. We process information to complete transactions, send administrative information, and provide customer support when needed. Your data helps us personalize your experience with our Services and tailor them to better meet your needs. The feedback and usage information we collect forms the basis for developing new features and improving existing functionality. We continuously monitor performance metrics and user behavior patterns to identify areas for improvement in our Services. By analyzing how users interact with our platform, we can streamline processes and enhance the overall user experience across all our offerings.

AI-Powered Functionality

The core of our Services relies on artificial intelligence to deliver unique value to our customers. For our Talkative product, we use collected information to enable AI-driven customer interactions, segment customers based on preferences and behaviors, and generate intelligent product recommendations . The AI analyzes conversation intent and sentiment to help businesses better understand their customers' needs. It automates follow-ups and customer engagement based on conversation context and timing. For our Understandative product, AI processes the collected data to provide detailed analytics and actionable insights that help businesses optimize their operations and marketing strategies. The information we collect enables our AI to predict customer behaviors and preferences with increasing accuracy over time, providing our business customers with valuable insights for decision-making.

Communication and Marketing

We use your contact information to respond to inquiries and requests in a timely and efficient manner. With your consent, we may send product updates and marketing communications to keep you informed about new features, improvements, or offers related to our Services. These communications are designed to ensure you get the most value from our products and stay upto-date with developments that might benefit your business. We may also use your information to solicit feedback about our Services, which helps us continually refine and improve our offerings. Our communication approach is designed to be informative and respectful of your preferences, with clear options to manage or opt out of marketing communications at any time through mechanisms provided in each message or through our Website.

Analytics and Business Operations

HeidelAI analyzes usage patterns and trends to better understand how our Services are being utilized and where improvements can be made. This analysis helps us monitor and enhance the performance and effectiveness of our platform for all users. The data we collect contributes to business intelligence that informs our product development roadmap and service improvements. Technical issues can be identified and resolved more quickly through analysis of usage data and error reports. We also use collected information to prevent fraud and abuse, ensuring the security and integrity of our platform for all users. This comprehensive approach to analytics enables us to deliver continuously improving services while maintaining the highest standards of performance and security.

Data Processing, Storage and Security

Data Processing Principles

HeidelAI processes data on behalf of our business customers, acting as a data processor for customer data and only processing such data according to our customers' instructions . When processing personal information, we utilize all technologies available to HeidelAI and its partners and service providers, which may include generative AI tools. Our data processing activities comply with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018. We implement appropriate technical and organizational measures to ensure the security and confidentiality of the data we process. Our processing activities are limited to what is necessary to provide our Services and we maintain records of processing activities as required by law. We ensure that our staff members who have access to personal data are subject to appropriate confidentiality obligations.

Data Storage and Retention

We retain processed data only as long as necessary to provide our Services to our customers. Account information is typically retained until account deletion, while customer conversation data is processed in real-time and is not permanently stored by HeidelAI unless specifically requested by our customers for legitimate business purposes . Analytics data is processed for the purposes specified in this policy and retained according to our clients' instructions. We implement data minimization principles to ensure we only collect and retain the data necessary for providing our Services. Our retention periods are regularly reviewed and updated to reflect changing business needs and legal requirements. When data is no longer needed, we ensure it is securely deleted or anonymized in accordance with our data retention policies and applicable laws.

Security Measures

HeidelAI implements robust technical and organizational security measures to protect the personal information we process from unauthorized access, disclosure, alteration, or destruction. These measures include encryption of data both in transit and at rest to protect confidentiality and integrity. We employ strict access controls and authentication procedures to ensure that only authorized personnel can access personal data. Regular security assessments and vulnerability testing are conducted to identify and address potential security risks. All HeidelAI employees receive comprehensive training on data security practices and procedures. We maintain disaster recovery and business continuity plans to ensure that our systems can recover quickly from any disruption, minimizing the impact on our Services and the data we process

Data Privacy Commitment

As emphasized in our service description, HeidelAI maintains 100% data privacy for our business clients . This fundamental principle means that all business customer data belongs exclusively to the business customer, not to HeidelAI. We process but do not store or use client business data for purposes other than providing our Services as instructed by our customers. Our business model is built on providing valuable AI services, not on monetizing customer data, so we do not sell, rent, or share client data with third parties for their marketing purposes. The data privacy commitments outlined in this policy apply to all HeidelAI services and products, ensuring consistent protection across our entire platform. We regularly review our data privacy practices to ensure they continue to meet or exceed industry standards and regulatory requirements

Third-Party Integrations and Data Sharing

Integrated Platforms

Our Talkative product integrates with various messaging platforms including WhatsApp, Telegram, Facebook Messenger, and Instagram Message to provide seamless communication services . When you use these integrations, we process data according to your instructions to enable the functionality of our Services. Data may be exchanged with these platforms as necessary to facilitate the communication features you've enabled. Each integrated platform has its own privacy policy governing how they use the data processed through their services. We recommend reviewing the privacy policies of these platforms to understand how your data is handled when using integrated services. Our integration with these platforms is designed to enhance functionality while maintaining strong data protection standards in accordance with our overall privacy commitments

Service Providers

HeidelAI may share information with third-party service providers who help us deliver our Services effectively. These may include cloud hosting providers who store and process data on our behalf, payment processors who handle billing transactions, customer support tools that help us respond to inquiries, analytics services that help us understand usage patterns, and marketing and communication platforms that help us stay in touch with our customers . We carefully select our service providers and ensure they provide adequate guarantees to implement appropriate technical and organizational measures to protect your data. All service providers are bound by contractual obligations to keep personal information confidential and use it only for the purposes for which we disclose it to them. We regularly review our service providers' compliance with our data protection requirements to ensure ongoing protection of your information

Legal Requirements

We may disclose information if required to do so by law or in response to valid requests by public authorities (e.g., a court or a government agency). We may also disclose information if we believe in good faith that such action is necessary to comply with legal obligations, protect and defend our rights or property, prevent or investigate possible wrongdoing, or protect the personal safety of users or the public . When evaluating legal requests for information, we carefully scrutinize each request to ensure it complies with applicable laws. Where possible and legally permitted, we notify customers of legal requests for their data unless prohibited by law or court order. We challenge government and other legal requests for customer data that we believe are overbroad, otherwise invalid, or legally objectionable when appropriate.

User Rights

Access, Correction, and Deletion Rights

Depending on your location, you have various rights regarding your personal information. You have the right to access and be informed about the personal data we hold about you, including how we use it and who we share it with. If you believe that any information we hold about you is incorrect or incomplete, you can request that we correct it . You may also request that we delete your personal information, though this may affect our ability to provide you with our Services. These rights can be exercised by contacting us using the information provided in the Contact Information section of this policy. We will respond to your request in accordance with applicable data protection laws, typically within one month, though this period may be extended in complex cases or where multiple requests are received

Data Portability and Objection Rights

You have the right to receive a copy of your personal data in a structured, commonly used, and machine-readable format, which you may then transmit to another controller without hindrance from us. This right applies to automated information that you initially provided consent for us to use or where we used the information to perform a contract with you. You also have the right to object to the processing of your personal data where we are relying on a legitimate interest and there is something about your particular situation that makes you want to object to processing on this ground. To exercise these rights, please contact us using the information provided in the Contact Information section. We will consider your request in accordance with applicable data protection laws and respond appropriately, providing information on the actions taken without undue delay.

Withdrawal of Consent

Where we process your personal data based on consent, you have the right to withdraw that consent at any time . This will not affect the lawfulness of any processing carried out before you withdraw your consent. To withdraw your consent, please contact us using the information provided in the Contact Information section. Once we have received notification that you have withdrawn your consent, we will no longer process your personal data for the purpose(s) you originally agreed to, unless we have another legitimate basis for doing so in law. Please note that if you withdraw your consent for us to process certain personal data, we may not be able to provide certain aspects of our Services to you. We will advise you if this is the case at the time you withdraw your consent

AI Processing

AI Technology and Operation

Our Services utilize sophisticated artificial intelligence technologies, including machine learning and natural language processing, to facilitate automated conversations, analyze conversation intent and sentiment, generate insights and recommendations, predict customer behaviors, and automate customer segmentation and follow-ups. These AI systems are designed to process data efficiently while maintaining privacy and security standards. The AI technologies we employ are regularly updated and improved to enhance performance and accuracy. Our development team continuously monitors AI operation to ensure it functions as intended and delivers value to our customers. The implementation of these AI technologies enables us to provide unique capabilities that distinguish our Services from traditional alternatives in the market.

AI Decision-Making and Oversight

When our AI makes automated decisions or suggestions, the process is based on data provided by your business and operates within parameters set by your configuration . Human oversight is available for significant decisions to ensure appropriateness and accuracy. The AI is continuously improved based on performance feedback from both automated systems and human reviewers. We design our AI systems to be transparent in their operation, allowing users to understand the basis for recommendations and automated actions. While our AI can significantly enhance efficiency and effectiveness, it is designed to complement human decisionmaking rather than replace it entirely. We believe this balanced approach delivers the best results for our customers while maintaining appropriate safeguards against potential issues.

AI Training and Data Usage

To improve our AI capabilities, we may use anonymized and aggregated data for training purposes. This process helps our systems learn patterns and improve performance over time without compromising individual privacy. We do not use customer-specific business data for general AI training without explicit permission . We implement robust safeguards to prevent reidentification of individuals in any training data used. Our AI training methodologies are designed to continuously improve service quality while maintaining strict privacy protections. The balance between effective AI training and data privacy is carefully maintained through both technical measures and strict policies governing data usage. Regular audits of our AI training processes ensure ongoing compliance with our privacy commitments and applicable regulations.

Children's Privacy

Our Services are not intended for children under the age of 18, and we do not knowingly collect personal information from individuals under this age. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately at privacy@heidelai.com, and we will take appropriate steps to remove such information from our systems . Parents and guardians should supervise their children's online activities and consider using parental control tools available from online services and software manufacturers to help provide a child-friendly online environment. These tools can also prevent children from disclosing their name, address, and other personal information online without parental permission. We encourage parents to talk to their children about safe internet practices and to monitor their online activities while using our Website or Services.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or applicable laws and regulations. When we make material changes to this Privacy Policy, we will notify you by posting the updated policy on our Website, sending an email to the address associated with your account, or providing notice through our Services. The date of the most recent revision will appear at the top of the Privacy Policy. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of our Website or Services after we make changes to this Privacy Policy constitutes your acceptance of those changes. If you do not agree with the changes to this Privacy Policy, you should discontinue your use of our Website and Services. Historical versions of this Privacy Policy may be available upon request for your reference.

Contact Information

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact our Data Protection Officer at:

Email: privacy@heidelai.com
Address: HeidelAI Limited, Unit 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE, United Kingdom
Phone: +49 1742551924

We are committed to working with you to resolve any complaints about our collection or use of your personal information. If you believe our processing of your personal information infringes data protection laws, you have a legal right to lodge a complaint with a supervisory authority responsible for data protection. You may do so in the EU member state of your habitual residence, your place of work, or the place of the alleged infringement. In the UK, the supervisory authority is the Information Commissioner's Office (ICO), which can be contacted at https://ico.org.uk/make-a-complaint/. Last Updated: March 3, 2025