Privacy Policy

This policy explains what ImpelLabs Inc ("ImpelLabs", "we", "us") does with personal information when you visit our website, when you use our service, and when you have a conversation with an assistant one of our customers runs.

The two roles we play

Almost every question about a software business and privacy comes down to which of two roles it is in, so it is worth being clear at the top.

• For our own business we are the controller. That covers your account, your billing details, your support tickets and how you use the product. We decide what to collect and why, and this policy governs it.

• For the conversations your assistant handles we are a processor. Your customers' messages, the knowledge you upload and the records your assistant creates belong to you. We handle them on your instructions, under our agreement with you, and we do not decide independently what to do with them.

If you are a member of the public who messaged a business using ImpelLabs and you want your information removed, that business is the right party to ask. They are the controller of that conversation. We will support them in acting on your request, and we will pass a request on to them if you send it to us.

What we collect

Account and billing information, which you give us directly. That is typically a name, a work email address, a company name, and the billing details our payment provider needs. We do not store full card numbers.

Service data, which is everything your assistant works with. Messages exchanged with your customers, the knowledge sources you connect or upload, catalogue and availability data read from the systems you link, and the records of what the assistant did. This is the material we handle as a processor.

Usage and device data, collected automatically when you use the product or the website. IP address, browser and device type, pages viewed, features used, and timestamps. We use it to keep the service running, to diagnose faults and to understand which parts of the product are worth improving.

Cookies and similar technologies. We use cookies that are strictly necessary to sign you in and keep your session, and, on this website only and only if you allow them, analytics cookies. You can refuse non-essential cookies without losing access to the product. The Cookie Policy lists every one of them by name.

How we use it

• To provide the service, which includes generating replies, reading your connected systems and carrying out the actions you configured.

• To bill you, and to keep the records tax and accounting rules require us to keep.

• To support you when you contact us, which sometimes means looking at a specific conversation in order to work out what went wrong.

• To keep the service secure, detect abuse and investigate suspected breaches of our terms.

• To improve the product in aggregate, using usage patterns rather than the content of your customers' conversations.

• To send you service messages. Marketing email is separate and you can opt out of it at any time without affecting your account.

Where the law requires a lawful basis, ours is the performance of our contract with you, our legitimate interest in running and securing the service, compliance with legal obligations, and consent where consent is the right basis, such as for non-essential cookies and marketing.

AI processing

The product works by sending the relevant part of a conversation, together with the knowledge you have provided, to a large language model, and using what comes back to reply or to decide on an action. That processing is the service, and it happens for every message the assistant handles.

We do not use your Service Data to train publicly available foundation models. Where we work with model providers, we do so under terms that prohibit them from training their general models on data we send.

An assistant can be wrong. Nothing in this policy or in our product removes your responsibility to check what your assistant tells your customers about your business.

Website analytics

On impellabs.tech, and only if you allow analytics, we use Google Analytics to measure page views and how the site is used. Google Analytics sets cookies and collects data about your use of the site, including your IP address. For information on how Google uses data from sites that use its services, see https://policies.google.com/technologies/partner-sites.

On the same basis, we partner with Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioural metrics, heatmaps and session replay, to improve and market our products and services. Website usage data is captured using first and third-party cookies and other tracking technologies to determine the popularity of products and services and online activity. We also use this information for site optimisation, fraud and security purposes, and advertising. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement at https://www.microsoft.com/privacy/privacystatement. None of this runs in the signed-in product.

Who we share it with

We do not sell personal information. We share it with the following categories of recipient, each under a written agreement that limits what they may do with it:

• Cloud infrastructure and hosting providers, who store and serve the data.

• AI model providers, who process message content in order to generate a reply.

• Messaging platforms, where you have connected a channel such as WhatsApp, and whose own terms and policies then also apply to those messages.

• Payment processors, who handle your subscription and any payments your assistant collects.

• Analytics, logging and error-reporting providers, who help us keep the service working.

• Professional advisers, and authorities where we are legally required to disclose.

If our business is sold or merged, information may transfer as part of that transaction. We will tell you before your information becomes subject to a different privacy policy.

International transfers

We operate internationally and our providers do too, so personal information may be processed outside the country you are in. Where we move personal information out of a jurisdiction that restricts transfers, we rely on an approved transfer mechanism such as the European Commission's standard contractual clauses.

How long we keep it

Account data is kept for as long as your account is open. When you close it, we delete or anonymise account data within 90 days, except where we must keep records longer to meet a legal, tax or accounting obligation.

Service data is kept for as long as your agreement with us runs, and is deleted within 30 days of the agreement ending unless you ask us to delete it sooner. You can delete individual conversations and knowledge sources yourself at any time. Backups are on their own cycle and are overwritten in the ordinary course.

Security

We encrypt data in transit and at rest, restrict internal access to the people who need it to do their jobs, log administrative access, and review our practices regularly. No system is perfectly secure, and we do not claim otherwise. If a breach affects your data we will tell you without undue delay and give you what you need to meet your own notification duties.

Your rights

Depending on where you live you may have the right to ask for a copy of your personal information, to have it corrected, to have it deleted, to receive it in a portable format, to object to or restrict certain processing, and to withdraw consent you have given. You also have the right to complain to your data protection authority.

To exercise any of these, write to hello@impellabs.tech. We will respond within the time the applicable law allows, normally within 30 days. We will not charge you for a reasonable request and we will not treat you differently for making one.

Children

The service is a business tool and is not directed at children. We do not knowingly collect personal information from anyone under 16. If you believe a child has given us personal information, write to us and we will delete it.

Changes to this policy

We update this policy when our practices change. The date at the top of this page is the date of the current version. If a change materially affects how we handle your personal information we will tell you before it takes effect, by email or in the product.

Contact

Privacy questions and rights requests: hello@impellabs.tech. By post: ImpelLabs Inc, 2810 N Church St, #90640, Wilmington, DE 19802, United States.