Privacy Policy

At Biel.ai, we respect your privacy and are committed to protecting it in accordance with the EU General Data Protection Regulation (GDPR). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Biel.ai Software as a Service ("SaaS").

1. Information we collect

When you use our SaaS, we may collect the following types of data:

• Personal Information: Data that can identify you directly, such as your name, email address, and phone number. This is typically collected when you register or interact directly with our SaaS.
• Usage Information: Technical data about how you use our services, including time of access, pages viewed, and similar interaction data.

2. Legal basis for processing personal data

We process your data based on lawful grounds under GDPR, including fulfilling a contract, complying with legal obligations, our legitimate business interests, and when you have given explicit consent.

3. How we use your information

We may use the data we collect to:

• Deliver and operate our SaaS.
• Analyze usage and improve our services.
• Customize and enhance user experience.
• Develop new features and functionality.
• Communicate with you about service updates, support, and marketing. If your personal data comes from a customer website, we will not contact you directly.

4. Your rights under GDPR

You have the right to access, correct, delete, or restrict the processing of your Personal Data, as well as the right to data portability and to object to certain types of processing. Please contact us to exercise these rights.

5. How we share your information

We do not sell your personal information. We may share it with trusted service providers, partners, and customers to deliver our services, comply with legal obligations, or protect our rights.

This includes third-party providers such as cloud platforms, database services, and AI model processors used to run our SaaS. We ensure they handle your data securely and in accordance with applicable privacy laws.

Chat interactions, including personal data shared through them, are made accessible only to the customer who operates the chatbot widget on their website. These interactions are shared under strict confidentiality and only for service delivery purposes.

For more details, see our Security Overview.

6. Processing data on behalf of customers

When customers use our chatbot widget on their websites, they act as the data controllers, and we act as a data processor. This means we handle personal data on their behalf, strictly under their instructions and in accordance with GDPR requirements.

This data may include end-user messages, names, emails, or other identifiers provided during the chat interaction. We process this data solely to deliver our chatbot functionality and do not use it for any other purpose.

Our obligations as a processor are governed by our Data Processing Agreement (DPA), which is available upon request or through the customer contract. To request a signed DPA, please contact info@biel.ai.

7. Data transfers

Your data may be transferred to and processed in countries outside of your own. We ensure that all transfers are done securely and in compliance with GDPR and this Privacy Policy.

8. Data retention

We keep personal data only for as long as necessary for the purposes described in this policy. Account and billing data are retained for the life of your account and deleted or anonymized within a commercially reasonable period after the account is closed, unless we are legally required to keep it longer (for example, invoicing and accounting records, which Spanish law requires us to retain for up to six years). Chat interaction data is retained on behalf of the customer operating the chatbot and deleted or returned in line with their instructions and our Data Processing Agreement. Aggregated or anonymized data that no longer identifies you may be kept for analytics and service improvement.

9. Distribution list

If you provide your email address through one of our forms (excluding emails collected via customer websites), we may use it to send product updates and communications related to Biel.ai and our associated projects operated by Volcanic Labs SLU.

10. Cookies

We use two kinds of cookies. Essential cookies are required for the website to function. Analytics cookies, such as Google Analytics, help us understand site traffic and are only set after you accept them through the cookie banner shown on your first visit. If you decline, we do not load analytics and we clear the related cookies. You can change your choice at any time by clearing the consent stored in your browser, which brings the banner back.

11. Third-party services

We work with reputable third-party services to support communication, surveys, hosting, and infrastructure. Data shared with these services is protected under strict agreements and handled in accordance with this policy.

12. Contact us

If you have any questions about this policy or your rights under GDPR, you can reach us at:

Name: Volcanic Labs SLU

Email: info@biel.ai

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