Privacy Policy
How AuraGrid collects, uses, shares and protects personal data, and the choices and rights you have.
1. Who is responsible for your data
AuraGrid Labs LLC ("AuraGrid", "we") is the controller (or, under some laws, the "business") of personal data about website visitors, people who contact us, prospective customers, and customer account administrators and users.
When a customer uses the Services to handle its own leads, customers, conversations, invoices or orders, AuraGrid acts as that customer's processor (or "service provider"). The customer decides why and how that data is used, and our Data Processing Terms apply. If your data is in a customer's workspace, please contact that customer first about your rights.
2. Personal data we collect
Information you give us
- Contact details and message content when you e-mail us, request a conversation, or ask for information (for example name, work e-mail, company, role, country and what you tell us).
- Account and workspace details when a customer workspace is set up (for example workspace name, administrator and user names, e-mail addresses, roles and permissions).
- Support and communication records, and billing contact details for customers.
Information collected automatically
- Technical and request data such as IP address, approximate country derived from the IP address, browser and device type, referring page, pages requested, language settings, date and time, and security and error logs, created by our hosting provider and our servers.
- Preferences stored in your browser, such as your chosen language (see the Cookies & Local Storage notice).
Information from customers' connected systems
When a customer connects systems such as a CRM, messaging, voice, invoicing or commerce platform, the Services process the data the customer allows: for example contact details, conversation content and recordings or transcripts where enabled, consent and suppression status, invoice and payment status, product and order information, and audit events. This data is processed on the customer's behalf.
Sensitive information
We do not ask website visitors for sensitive personal data. Customers are responsible for not sending special-category or other sensitive data through the Services unless their agreement with us allows it and a lawful basis exists.
3. How we use personal data and our legal bases
| Purpose | Examples | Legal basis (GDPR / UK GDPR) |
|---|---|---|
| Provide and secure the Website and Services | Hosting, delivering pages, detecting abuse, protecting accounts, keeping audit records | Contract; legitimate interests (security and reliability) |
| Select your language | Using the IP-derived country, saved choice and browser language to show the page in a suitable language | Legitimate interests (a usable website); you can always change the language |
| Respond to enquiries and support | Answering questions, scoping a project, support tickets | Contract (pre-contractual steps); legitimate interests |
| Run our business relationship | Account administration, invoices, service notices, product and policy updates | Contract; legal obligation; legitimate interests |
| Improve and develop the Services | Fixing errors and understanding which features are used, using aggregated or de-identified information where practical | Legitimate interests |
| Comply with the law and protect rights | Tax and accounting, responding to lawful requests, enforcing our terms, preventing fraud | Legal obligation; legitimate interests |
| Marketing communications | Occasional e-mail about AuraGrid to business contacts, with an easy opt-out | Consent where required; otherwise legitimate interests |
We do not make decisions about website visitors that produce legal or similarly significant effects by purely automated means.
4. Language detection and IP addresses
To show the page in a suitable language, our hosting provider's edge network tells the site which country a request appears to come from, based on the IP address. We use only the resulting country code and do not store your IP address for this purpose.
If that lookup is unavailable, your browser may ask a public IP-to-country service (api.country.is, ipapi.co or ipwho.is). Those services receive your IP address and technical request data under their own privacy terms. The detected country is cached in your browser for up to 24 hours.
Country detection is an estimate and can be wrong, for example when you use a VPN or travel. You can change the language at any time using the language menu, or add ?lang= with a language code to the page address.
5. Third-party content on the Website
Our pages load web fonts from Google Fonts. When your browser requests them, Google receives your IP address and basic request data. We do not use advertising trackers or social-media pixels on the Website. If this changes, we will update this policy and the Cookies & Local Storage notice, and ask for consent where required.
6. Who we share personal data with
- Service providers that help us run the Website and Services, such as hosting, security, e-mail, support, payment and AI model providers, under contracts that require confidentiality and appropriate protection. The current list is on the Sub-processors page.
- The customer's own connected systems and channels, as the customer directs.
- Professional advisers, auditors and insurers, and authorities when we are legally required or to protect rights, safety and security.
- A buyer or successor in a merger, financing or sale of the business, with notice where required.
We do not sell personal data, and we do not share it for cross-context behavioral advertising.
7. International transfers
AuraGrid is based in the United States and uses providers worldwide, so personal data may be transferred to and processed in the United States and other countries that may have different data-protection laws from your own.
Where required, we rely on safeguards such as the European Commission's Standard Contractual Clauses, the UK International Data Transfer Addendum, adequacy decisions, or another lawful mechanism, and for data from Bangladesh, India, Brazil and other jurisdictions, the mechanisms those laws allow. You can contact us for details of the safeguards that apply.
8. How long we keep personal data
We keep personal data only as long as needed for the purposes above and to meet legal, accounting and security needs. As a guide: website server logs are kept for a short period, normally no more than 90 days; enquiry correspondence is kept while the relationship continues and for a reasonable period afterwards; account and billing records are kept for the term of the agreement and as long as tax and accounting law requires; customer content is retained under the customer agreement and deleted or returned after termination as described in the Data Processing Terms. Backups are overwritten on a rolling schedule.
9. Security
We use technical and organizational measures designed to protect personal data, including access limited to people who need it, tenant separation between customer workspaces, protection of credentials and secrets, encryption in transit, audit records, and review of connected actions. No system is completely secure, and we cannot guarantee absolute security. See the Security & Responsible Disclosure page and, if we ever have a personal data breach, we will notify affected parties and authorities as required by law.
10. Your rights
Depending on where you live, you may have the right to know what personal data we hold, to access, correct or delete it, to receive a portable copy, to object to or restrict certain processing, to withdraw consent, to opt out of sale, sharing or targeted advertising (we do none of these), and not to be subject to certain solely automated decisions. You also have the right not to be treated unfairly for using your rights.
To use a right, contact us using the details in the Contact section. We may need to verify your identity before acting. We respond within the time required by the law that applies to you, generally within 30 to 45 days.
European Economic Area, United Kingdom and Switzerland
You may lodge a complaint with your local data-protection authority. Where processing relies on consent you may withdraw it at any time without affecting earlier processing. If the law requires us to appoint a representative in the EU or UK, its details will be published on this page.
California and other US states
In the past twelve months we have collected identifiers, internet or network activity and approximate location, contact and professional information, and communications content, from the sources and for the business purposes described above, and have disclosed them only to service providers. We do not sell or share personal information as those terms are defined by the California Consumer Privacy Act, and we do not knowingly sell or share the personal information of anyone under 16. We do not use or disclose sensitive personal information to infer characteristics about you. You, or an authorized agent, may submit requests to know, delete, correct and limit. Residents of other US states with privacy laws can use the same process, including the right to appeal a refusal.
Bangladesh, India, Brazil and other countries
Where local law such as Bangladesh's data-protection rules, India's Digital Personal Data Protection Act, or Brazil's LGPD gives you rights of access, correction, erasure, withdrawal of consent or complaint, we will honor them as required. Our regional contacts for Asia, including Bangladesh, are listed below.
11. Children
The Website and Services are not intended for children under 18, and we do not knowingly collect personal data from them. If you believe a child has given us personal data, contact us and we will delete it.
12. AI and your data
We use AI to provide the features customers choose. We do not use Customer Content to train general-purpose AI models for other parties. Where we use third-party AI model providers to process customer data, they are listed on the Sub-processors page, are bound by confidentiality and data-protection terms, and may not use the data to train their own models under our arrangement with them. See the AI Use & Transparency notice for more.
13. Changes to this policy
We will post updates on this page with a new effective date. For material changes affecting customers, we will give notice as described in the Terms of Service.
14. Contact
- Privacy requests
- Asia, including Bangladesh
- Company
- Postal address