Privacy Policy

This Privacy Policy explains how Volcanic Labs SLU, operating Biel.ai (“Biel”, “we”, “us”), collects and uses personal data when you visit our website, create or administer an account, contact us, or use Biel's services.

1. Who is responsible for your data

Volcanic Labs SLU is the controller for personal data relating to website visitors, prospective customers, account administrators, billing contacts and people who contact Biel. When a customer uses Biel to process documentation, questions, conversations or other content on its behalf, that customer is generally the controller and Biel acts as its processor under our Data Processing Agreement.

2. Data we collect

• Account and organization data: name, work email, company, role, authentication information and team membership.
• Billing data: subscription, transaction and billing-contact information. Payment-card details are processed by our payment provider rather than stored directly by Biel.
• Customer content: connected documentation, source content, configuration, prompts, questions, conversations, feedback and generated answers.
• Technical and usage data: IP address, device and browser information, timestamps, pages viewed, feature usage, authentication events, diagnostic information and security logs.
• Communications: information you submit through support, contact, demo, program-application and other forms.
• Attribution and preference data: referral source, landing page, campaign parameters, click identifiers, promotional eligibility and cookie or local-storage preferences.

3. Why we process data

• Provide and administer the Services: to create accounts, authenticate users, index customer content, answer questions, provide search and integrations, process payments and deliver support. The legal basis is performance of a contract or steps requested before entering one.
• Secure and improve Biel: to prevent abuse, investigate incidents, troubleshoot, measure performance and improve reliability. The legal basis is our legitimate interest in operating a secure and effective service.
• Meet legal obligations: including accounting, tax, compliance and lawful requests. The legal basis is compliance with applicable law.
• Communicate about the service: to send transactional, security, billing and support messages. The legal basis is performance of a contract or our legitimate interest in administering the relationship.
• Analytics and marketing: to understand website acquisition and usage and, where permitted, send product news or offers. We rely on consent where the law requires it. You may withdraw consent at any time.

4. When Biel acts as a processor

Customer Personal Data may include documentation content, end-user questions and conversations, names, email addresses, identifiers and technical logs. We process it only on the customer's documented instructions to provide, secure, support and maintain the Services. We do not use customer content or end-user conversations to train AI models. Processor obligations, deletion arrangements and audit rights are set out in the DPA.

If you use a Biel-powered experience on another organization's website or service, contact that organization first to exercise your privacy rights. It controls the experience and can identify the relevant project and data.

5. Who receives data

We do not sell personal data. We share data only as needed with the customer that operates the relevant Biel experience, service providers that help us host and operate Biel, professional advisers, and authorities where required by law. Infrastructure, database, communications, monitoring, payment and AI-model providers may process data on our behalf. Our current providers are listed in the provider documentation.

6. International transfers

Some providers process data outside the European Economic Area. Where required, we use an adequacy decision, the European Commission's Standard Contractual Clauses, or another lawful transfer mechanism, together with supplementary safeguards where appropriate. Contact us to request further information about the safeguards relevant to your data.

7. Retention

• Account and organization data is retained while the account is active and for a limited period afterwards for support, security and dispute resolution.
• Customer Personal Data is retained according to the customer's instructions, subscription configuration and the DPA, then deleted from active systems and allowed to expire from protected backups.
• Security and diagnostic logs are retained for periods proportionate to security, troubleshooting and legal needs.
• Application and sales communications are retained while the relationship is active and afterwards only as needed for follow-up, recordkeeping or legal claims.
• Invoicing and accounting records may be retained for up to six years where required by Spanish law.
• Data that has been irreversibly anonymized may be retained for analytics and service improvement.

8. Your rights

Subject to applicable law, you may request access, correction, deletion, restriction or portability of your personal data, object to certain processing, and withdraw consent without affecting processing that was lawful before withdrawal. You may also lodge a complaint with the Spanish Data Protection Agency (AEPD) or your local supervisory authority. Contact [email protected] to exercise a right. We may need to verify your identity.

9. Cookies and similar technologies

We use browser storage and cookies for essential site functions, preferences, campaign attribution, promotional eligibility and analytics. Google Analytics loads when the stored analytics preference is accepted. Attribution may include referral source, landing page, campaign parameters and advertising click identifiers and may be shared across biel.ai subdomains for signup attribution. You can clear stored preferences and cookies through your browser. Further details about providers and security are available in our Security Overview.

10. Marketing communications

We send marketing communications when you have requested them, consented to them, or where another lawful exception applies. Marketing choices are separate from service and security messages. You can unsubscribe using the link in an email or by contacting us. Withdrawing from marketing does not affect necessary account, billing, security or support communications.

11. Required information

Fields marked as required are needed to create an account, process an application, enter a contract or answer your request. If you do not provide them, we may be unable to provide the requested service. Optional fields may be left blank.

12. Changes to this policy

We may update this policy to reflect changes to Biel, our providers or legal requirements. We will update the date above and give additional notice where a change materially affects how we use personal data.

13. Contact us

Volcanic Labs SLU

Email: [email protected]

Address: Plaza de Galicia, Local 7, 38612, Santa Cruz de Tenerife, Spain