Privacy Policy

For account and billing data, Thaelior is the data controller. For data about website visitors processed through the agent, our customer is the controller and Thaelior acts as their processor — handling that data on their behalf. If you’re a visitor with a question about your data, please contact the website operator you were chatting with.

Account & profile. Your name, email address, country, and language preference, plus optional company and phone if you add them during onboarding.

Billing. Payments are processed by Stripe. We don’t store your full card details — we keep identifiers (such as your Stripe customer and subscription IDs) and plan status needed to manage your subscription.

Your knowledge base. The content you add for your agent to use — pages, files, and Q&A — and the data your use of the service generates.

Visitor & conversation data. Messages exchanged with the agent, the visitor’s language, technical details such as browser/device information (user agent), and a one-way hashed form of the visitor’s IP address (we don’t store raw IP addresses). When a visitor shares contact details, those are captured as a lead and delivered to the relevant customer.

Usage & technical data. Logs, message counts, and similar operational data used to run and secure the service.

Cookies. We use only essential cookies — to keep you signed in and to remember your language. We don’t use advertising or cross-site tracking cookies.

• to provide and operate the service, including generating answers from your content;
• to authenticate you, send verification and password-reset codes, and secure accounts;
• to process payments and manage subscriptions;
• to send service and lifecycle emails (such as billing and usage notices);
• to provide support and respond to your requests;
• to monitor, maintain, and improve the service and prevent abuse;
• to meet legal and regulatory obligations.

To answer a visitor’s question, the question and the relevant parts of your knowledge base are sent to our AI provider (OpenAI) to generate a response and to create the embeddings that power retrieval. Under our API terms with that provider, this content is not used to train their models.

We share data only as needed with providers that help us run the service:

• OpenAI — AI processing (generating answers and embeddings);
• Stripe — payment processing and billing;
• Brevo — delivery of transactional and lifecycle emails;
• Hostinger — hosting and infrastructure.

We don’t sell personal data. We may also disclose data where required by law, to protect rights and safety, or as part of a business transfer (such as a merger or acquisition).

• Account and billing data is kept while your account is active and for a reasonable period afterward, plus any period required by law.
• Browsable conversation transcripts are automatically pruned after a window that depends on your plan (for example, 7 days on the free plan and longer on paid plans).
• Aggregate analytics that don’t identify individual visitors may be retained beyond that window.

Depending on where you live, you may have the right to access, correct, delete, export, or object to the processing of your personal data. To exercise these rights for your account, contact us at the address below. If you’re a visitor, please contact the website operator you interacted with — as the controller, they direct how that data is handled, and we’ll assist them as their processor.

Some of our providers operate in other countries, including the United States, so your data may be transferred and processed there. Where the law requires, we rely on appropriate safeguards for these transfers.

We protect data with measures including encryption in transit, hashed account passwords, hashed visitor IP addresses, and access controls. No method of transmission or storage is completely secure, so we can’t guarantee absolute security.

Thaelior isn’t directed to children, and we don’t knowingly collect personal data from anyone under 16. If you believe a child has provided us data, contact us and we’ll delete it.

We may update this policy from time to time. We’ll update the date above and, for material changes, provide additional notice where appropriate.

For privacy questions or to exercise your rights, contact us at privacy@thaelior.com. The data controller is Icequia Ltd, registered in England and Wales, registered office 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ. See also our Terms of Service.