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Privacy Policy

Last update: 1. 7. 2024

AiLuvio Privacy Policy

"PRIVACY POLICY"

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Table of Contents

  1. Home

  2. Important updates

  3. How and why we process your information and on what legal basis

  4. What information we collect

  5. What information you provide and how we process it

  6. Information about you provided by third parties

  7. Information that you and AiLuvio share with third parties

  8. Processing necessary for the performance of our contract with you and your consent

  9. Duty to comply with a legal obligation imposed by law

  10. How to exercise your rights

  11. Storing your information

  12. Deleting your information

  13. Managing your information

  14. Transfer of information outside the EEA within our global footprint

  15. Updates to our Privacy Policy

 

1. Home

Respecting your privacy is our priority. Since the beginning of AiLuvio, we have been committed to building our services with a strong privacy policy in mind.

AiLuvio s.r.o. provides services to you in accordance with this Privacy Policy (the "Policy") and the AiLuvio Terms of Use (the "Terms").

This policy applies to our AiLuvio products ("AiLuvio"). Our products include a video conferencing communication platform called Ailuvio, which provides video conferencing and chat communication platform services called Ailuvio, which are further specified in the Terms (also referred to as the "Services", which include forms of the pronouns "our"). By agreeing to these Terms, you are entering into an agreement with AiLuvio for the use of our Services (also referred to as the "Agreement"), of which the Terms are a part. Thus, this Personal Data Processing Policy within the meaning of Article 28(3) of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter also referred to as "GDPR") forms an integral part of the Agreement.

We want you to know what information we collect and how we use and share it. That's why we encourage you to read this Policy.

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2. Important updates

We've updated the Policy to make sure it is primarily in line with EU regulations. We've made changes to ensure that the minimum age for using AiLuvio is the same worldwide. Updates include:

Minimum age requirement: We are lowering the minimum age for using AiLuvio to 15 years old. This is to ensure that the minimum age requirement for using AiLuvio is the same worldwide.

Your personal messages and (video) calls are encrypted with SSL. No one else can watch or listen to them, not even AiLuvio can listen or monitor your real-time communication.

 

3. How and why we process your information and on what legal basis

Under current data protection laws in the European region (such as the GDPR), companies must have a legal basis to process information. We rely on different legal bases when processing information for the different purposes described in this Policy.

For each legal basis below, we describe the purposes of processing (why we process your information) and the processing procedures (how we process your information to achieve each purpose). In addition, we list the categories of information we process under each purpose.

The legal basis used also gives you certain rights, which we explain below. You should be aware that regardless of the legal basis used, you always have the right to request access to, correction and deletion of your information. To exercise your rights, please see the information in the How to exercise your rights section.

The information that we process to transmit your messages or calls (which includes, but is not limited to, your email address, telephone number, date and time of the start of the call or the sending of the message or the duration of the calls) and the handling thereof is subject to specific rules and requirements under EU Directive 2002/58/EC where applicable.

Respecting your privacy is our priority. Since the beginning of AiLuvio, we have been committed to building our services with a strong privacy policy in mind.

In this Policy, we describe our practices regarding data, including the information we process to provide our services. This Privacy Policy explains how we collect, use and share your information. It also describes how long we keep your information and how we ensure its security when we transfer it.

We describe, among other things, what information we collect and how it affects you. In addition, we explain the measures we take to protect your privacy.

Personal data is any information about an identified and identifiable person. An identifiable natural person is a natural person who can be identified, directly or indirectly, in particular by reference to an identifier (for example, a name, an identification number, location data, a network identifier) or to one or more specific elements of the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

As users of our services and so-called data subjects, you hereby authorize us to process your personal data that you provide to us in the context of the provision of our services. We are obliged to process your personal data to the extent necessary for the proper performance of our obligations under the Contract.

 

4. What information we collect

The types of information we receive and collect depends on how you use our services. In accordance with our Terms, we require certain account information from you in order to provide our Services. Without this information, we will not be able to provide them to you. For example, when you want to create an account to use our Services, you must provide your email address or mobile phone number. You can add other optional information to your account, such as a profile picture and information about yourself.

Our services include optional features, and if you use them, we need to collect additional information to provide them. You will be notified of such collection in an appropriate manner. If you choose not to provide the information needed to use a feature, you will not be able to use that feature.

 

5. What information you provide and how we process it

The subject of the processing is the personal data of the data subjects, in particular:

  1. Login and other user data, account information: to create an AiLuvio account, you must provide your email address, first and last name, and mobile phone number, if applicable. If you do not provide us with this information, you will not be able to create an account in order to use our Services. You may add additional optional information to your account such as a profile picture, information about yourself and a chosen profile name (nickname).

  2. Information obtained in the course of providing support, service and other related services in the operation of our AiLuvio platform and the provision of our services (e.g., reported incidents, the content of such incidents, etc.).

  3. User content:

  • Your messages, voice and video calls: we offer SSL encryption in our services. SSL is a commonly used acronym that refers to cryptographic protocols for the protection of Internet communication at the server level. SSL encryption ensures that no one can enter or see this communication. So no one else can watch or listen in, not even AiLuvio can listen in or watch your real-time communications.

  • Your messages and call transcripts are stored on our servers indefinitely.

  • You can also provide content that is not encrypted and that we can therefore see. This may include your profile picture, information about you and the names and descriptions of your groups.

  • Your contacts:You can use the contact upload feature to regularly provide us with contacts or phone numbers from your device's address book, including numbers of users of our services and your other contacts. If some of your contacts do not already use our Services, we will treat this information in a way that does not identify them. We also collect information about users who contact you who are not in your device directory and users you have blocked or who have blocked you.

  • Information about your groups: you can create and join groups, or be added to them. These groups will be linked to your account. You name your groups. You can add a profile picture or description to your group. In addition, we collect information about creating or updating communities or groups.

  • Customer support information and other communications:
    If you contact us for customer support or otherwise communicate with us, you may provide us with information about your use of our services. This may include copies of your messages or other information that you think is useful to help us understand and resolve your inquiry or request and to contact you (for example, your email address). For example, you may send us an email with information about the operation of the App or other matters. In addition, we collect information about how you use our customer support features, any feedback you give us about your experience with customer support, and your responses to surveys and questions about a range of topics (for example, what you like or dislike about our Service).

  • Account Access Information:When you register or log in to our Service, we will verify your AiLuvio account. For example, we may send you a code via SMS or email to verify your account. In certain circumstances, we will ask you for information to prove that you are the beneficial owner of the AiLuvio

4. AccountAutomatically collected information

  • Usage Information: we collect information about how you use our services. This includes, but is not limited to, information about your activity (for example, how you use our Services), how you interact with others using our Services, and when, how often, and for how long you engage in certain activities. It also includes information about the features you use, such as messages (and integrated applications), calls, status, groups or corporate features, whether you are online, timestamps related to usage, when you send and receive messages and initiate and receive calls, and when you last updated your information.

  • Logs and troubleshooting information:
    we collect information about how our Services work when you use them, such as diagnostic data associated with the Services and information about how they work. This includes log files, timestamps, diagnostic and crash data, site functioning logs, and error messages and reports.

  • Device and Connection Information: when you install, visit or use our Services, we may collect device and connection information. This may include, for example, hardware model, operating system information, battery level, signal strength, application version, browser, mobile network, connection (for example, whether you use Wi-Fi or mobile data), mobile carrier or Internet Service Provider (ISP), language and time zone, and IP address.

  • Cookies: we use cookies to collect information needed to operate and deliver web versions of our services and website.

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6. Information about you provided by third parties

Information others provide about you: we also receive information about you from other users. For example, when other users you know use our Services, they may provide your contact information when they upload contacts, just as you may provide theirs. Before these users provide us with any information, we require that each of them have legal rights to collect, use and share information about you. They may also send you messages, send messages to groups to which you belong, or call you. You should remember that essentially any user can take a screenshot of your chats, video calls or messages, or record your conversations with each other and send them to anyone else, or post them on another platform.

User Reporting: just as you may report other users, other users or third parties may report to us your interactions and the messages you exchange with or send to them on our Services. For example, they may report a possible violation of our Terms or Policies. When someone sends us a message using the reporting tools, we receive information from them about themselves and the users they are reporting.

 

7. Information that you and AiLuvio share with third parties

When you use our services and when you communicate with them, you share certain information. We share this information so that we can operate, provide, improve, customize, support, and gain insight into our services.

Sending your information to the people you choose to communicate with: When you communicate through our Services or communicate with users of third-party interoperable messaging services, you are sharing User Content (i.e., your messages and calls - see Section V.3 for more detail on this). You determine what information you send to the AiLuvio users you choose to communicate with. Remember that when you send User Content to an AiLuvio user, they may save it or share it with other people using our or other services.

Information associated with your account: Within the AiLuvio messaging and video calling environment and based on your privacy settings, users who have your contact information can see your account information (email address, phone number, profile photo and information about you) and can add you to groups where this information is potentially visible to other members of the group or community. When you send a message to another user or group, the recipients will see the profile name you have chosen. It will also be shown to users who do not have you in their contact list. In the privacy settings, you can manage group memberships and specify what information is available to other users.

Third party service providers: we work with third party service providers to help us provide our services.

The different types of third party service providers we work with are listed at https://ailuvio.com/third_parties. This document, which we link to here, lists the third parties with whom we work (the full name of the entity), together with a link to their terms and conditions (so that you, as a user, can familiarise yourself with these, if applicable).

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8. Processing necessary for the performance of our contract with you and your consent

In order to fulfil the provisions of our contract with you, our Terms and Conditions, we process the necessary information of all users who have the legal capacity to enter into an enforceable contract (for example, they are at least the age of majority in the country where they live).

When we process the information you provide to us as necessary to perform our contractual relationship with you, you have the right to transfer your data under applicable data protection laws. To exercise your rights, please go to the How to exercise your rights section in this Privacy Policy.

We process information for the purposes described in this Policy if you have given us consent in the settings on your device to activate certain product features. Below are the categories of information used and the reasons and ways in which it is processed:

When we process your information on the basis of your consent, you have the right to withdraw your consent at any time without invalidating the lawfulness of the processing based on your consent prior to its withdrawal. To exercise your rights, please see the settings on your device, settings in the app such as the current location switch, and the How to exercise your rights section of this Privacy Policy.

 

9. Duty to comply with a legal obligation imposed by law

We process information to comply with legal obligations. For example, when we receive a lawful request, we need to display, retain or transmit certain information. The following are examples of Czech and EU laws that may impose a legal obligation on us to process or transfer information. We will update this list of laws from time to time as new laws may be enacted and additional obligations relating to our processing may be prescribed.

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10. How to exercise your rights

Under the applicable data protection legislation, you have the right to access, rectify, transfer and delete your data, as well as the right to restrict and object to certain processing of your data.

This includes the right to object to our processing of your data for direct marketing and the right to object to our processing of your information where we are pursuing our legitimate interests or the legitimate interests of a third party. In considering objections, we will consider various factors including your reasonable expectations, the benefits and risks to you, our party, other users or third parties and other available ways of achieving the same objective which may be less invasive and may not require disproportionate effort. Your objection will be acknowledged and we will cease processing your information except where the processing is based on compelling legitimate grounds or is necessary for legal reasons.

You have the right to object to our processing of your data and to restrict this processing.

When we process information provided by you on the basis of your consent, you have the right to withdraw your consent at any time without invalidating the lawfulness of the processing based on your consent prior to its withdrawal. You can withdraw your consent in the settings on your device or in the app.

You have the right to object to AiLuvio's lead supervisory authority under the GDPR, to the Czech Data Protection Authority or to another competent data protection supervisory authority.

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11. Retention of your information

We retain information for as long as necessary for the purposes described in this Policy, including but not limited to providing our services or for other legitimate purposes, such as to comply with legal obligations, to enforce and prevent violations of our Terms, to combat spam, or to protect and defend our rights, property, and users.

In certain cases, we need to keep your information longer for the legal reasons described in the Legal Reasons section below.

Legal reasons: in certain cases, we also retain your information for legal reasons, including after your account has been deleted.
Why we keep your information:

  • To be able to respond to legally based requests or to comply with applicable law where we have legal obligations to retain information.

  • In order to process and resolve requests and complaints: for example, we generally retain correspondence relating to requests from data subjects under the GDPR for one year if these requests are not resolved and this correspondence is necessary to deal with any subsequent complaints. In such cases, the correspondence will then be retained for as long as the complaints are being resolved.

  • For litigation and regulatory purposes: for example, we retain your information when it is reasonably necessary for reasons related to a legal claim or complaint, such as when we are undergoing a regulatory investigation or when we need to defend ourselves in a legal proceeding regarding a dispute related to your information or to respond to a regulator about a complaint made by you or another person.

  • Matters relating to the safety, security and integrity of our services, as well as the protection of rights, property and users: we will retain information, for example, if it is necessary to investigate misuse of our services. This includes, but is not limited to, spam and other unwanted activities.​

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12. Deleting your information

How to proceed if you want to delete your account

https://ailuvio.com/delete_account

To delete your account, please email us at support@ailuvio.com with your email address. You will receive an email with instructions on how to delete your account.

Which information we delete after deleting an account:

We will delete login information, the account itself, personal information and settings associated with the account. Deleting an account will terminate the subscription if purchased, as well as any credits that were purchased on a one-time basis. The profile photo will also be deleted if the user has uploaded one. Messages and call history will remain for other members of the communication. We are not collecting any analytics data for now, but if we collect any in the future, we probably won't delete it, since analytics data is collected anonymously, at least some of it.

Which information we will keep after deleting your account:

  • In order to maintain the security of our services when we analyze or investigate a security incident, we need to retain the logs and troubleshooting information associated with the incident for longer than the usual 90 days until resolution.

  • Copies of certain log entries remain in our database, but without personal identifiers. They are used to measure performance, reliability and efficiency and to operate and improve our services.

  • After deleting your account, copies of your information may also be retained for legal reasons as described above. What information we retain and for how long will depend on the specific legal reason we need to retain it.

For details on how long we retain information, please see the section on Retention of your information.

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13. Managing your information

You can manage, change, restrict or delete your information using these tools:

  • Settings: By changing settings, you can manage certain information that is available to other users. By managing your contacts, groups and bulk messages, as well as using the blocking feature, you can determine who you communicate with on our services.

  • Change your email address, mobile number, profile name and picture and information about you: when you change your email address, your mobile number, you need to update it using the number change feature in our app and transfer your account to the new phone number. In addition, you can change your profile name, profile picture and information about yourself at any time.

  • Deleting your AiLuvio account: you can delete your AiLuvio account at any time using the account deletion feature in the app settings. When you start the account deletion process, you will no longer be able to use the account and the app (i.e. you cannot log in or view the account content, (such as message history), as it will be deleted).

Please note that when you delete your account, this does not affect your information relating to the communities or groups you have created (such as the names of communities or groups) or the information that other users have about you, such as their copies of messages you have sent.

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14. Transfer of information outside the EEA within our global footprint

AiLuvio shares the information described in the What Information We Collect section of this Privacy Policy and the Terms worldwide, in accordance with this Privacy Policy. We need to store and distribute content and information in clouds, repositories and systems located around the world. The use of this infrastructure is necessary to provide our services. This infrastructure may be owned or operated by third parties. Such transmission of information within the back-end infrastructure is necessary and critical to enable us to provide the services set forth in our Terms and to provide our services globally, enabling you to interact with AiLuvio users and companies around the world.

How do we protect your information?

We rely on the following transfer mechanisms when information managed by AiLuvio is transferred to or stored and processed in the United States or other third countries outside the European Economic Area:

  • Adequacy Decision: we rely on a decision of the European Commission which recognises certain countries and territories outside the European Economic Area as providing an adequate level of protection for personal data. These decisions are referred to as "adequacy decisions"

Transfers to countries for which adequacy decisions are not available may also take place under certain circumstances on the basis of exemptions included in data protection legislation. This includes, for example, sharing with law enforcement authorities in emergency situations where we find that someone's life is at risk.

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15. Updates to our Privacy Policy

We may amend or update this Privacy Policy. We will provide you with appropriate notice of changes to this Privacy Policy and will update the date of the last update at the top of this Privacy Policy. Please review the Privacy Policy from time to time.

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