Privacy Policy

Last updated: December 9, 2025

Introduction

Onlo AI ("we," "our," or "us") respects your privacy and is committed to protecting your personal data. This privacy policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered customer service platform.

Information We Collect

Personal Information

We may collect personal information that you voluntarily provide, including:

  • Name and contact information (email, phone number)
  • Account credentials
  • Company and business information
  • Payment and billing information
  • Communication preferences

Usage Data

We automatically collect certain information when you use our services:

  • Device and browser information
  • IP address and location data
  • Usage patterns and interactions
  • Performance and error logs

Conversation Data

When using our AI services, we process conversation data including:

  • Voice recordings and transcripts
  • Chat messages and interactions
  • Customer support tickets and history
  • AI agent responses and feedback

How We Use Your Information

We use the collected information for:

  • Providing and maintaining our services
  • Processing transactions and billing
  • Improving and personalizing user experience
  • Training and improving our AI models
  • Analyzing usage patterns and performance
  • Communicating with you about updates and support
  • Ensuring security and preventing fraud
  • Complying with legal obligations

AI and Machine Learning

Our AI services use machine learning to provide intelligent customer service. Key points:

  • Conversation data may be used to improve AI model performance
  • We implement safeguards to protect sensitive information
  • You can request that your data not be used for AI training
  • AI-generated responses are clearly identified when required by law

Data Sharing and Disclosure

We may share your information with:

  • Service Providers: Third parties who help us operate our services
  • Business Partners: Integration partners you choose to connect
  • Legal Requirements: When required by law or to protect rights
  • Business Transfers: In connection with mergers or acquisitions

We do not sell your personal information to third parties.

Data Security

We implement industry-standard security measures including:

  • Encryption in transit and at rest (TLS 1.3, AES-256)
  • Regular security audits and penetration testing
  • Access controls and authentication
  • SOC 2 Type II compliance
  • Regional data residency options
  • Incident response procedures

Data Retention

We retain your data for as long as necessary to provide our services and fulfill the purposes outlined in this policy. Retention periods vary based on:

  • Active account status
  • Legal and regulatory requirements
  • Business operational needs
  • Your deletion requests

Your Rights

Depending on your location, you may have the following rights:

  • Access: Request a copy of your personal data
  • Correction: Request correction of inaccurate data
  • Deletion: Request deletion of your data
  • Portability: Request transfer of your data
  • Objection: Object to certain processing activities
  • Restriction: Request restriction of processing
  • Withdraw Consent: Withdraw previously given consent

To exercise these rights, contact us at privacy@onlo.ai

International Transfers

Your data may be transferred to and processed in countries outside your residence. We ensure appropriate safeguards are in place, including Standard Contractual Clauses for EU data transfers.

Cookies and Tracking

We use cookies and similar technologies to:

  • Maintain your session and preferences
  • Analyze usage and improve performance
  • Provide personalized experiences
  • Secure our services

You can control cookies through your browser settings. Note that disabling cookies may affect functionality.

Children's Privacy

Our services are not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected such information, please contact us immediately.

Changes to This Policy

We may update this privacy policy periodically. We will notify you of material changes by posting the new policy on this page and updating the "last updated" date. We encourage you to review this policy regularly.

Contact Us

If you have questions about this privacy policy or our practices, please contact us:

Regulatory Information

For EU/EEA Residents (GDPR)

We process your data based on legitimate interests, contract performance, legal obligations, or your consent. You have the right to lodge a complaint with your local data protection authority.

For California Residents (CCPA)

California residents have additional rights under CCPA, including the right to know, delete, and opt-out of the sale of personal information. We do not sell personal information.