1 Overview
Veloqo ("we," "us," or "our") is an AI-powered assistant platform for small businesses, operated by Softbrains LLC. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you:
- Use the Veloqo dashboard and platform as a business customer ("Merchant"), or
- Interact with a Veloqo-powered chat widget embedded on a merchant's website as a visitor ("End User").
By accessing or using Veloqo, you agree to this Privacy Policy. If you do not agree, please discontinue use immediately.
2 Information We Collect
2.1 Information You Provide (Merchants)
When you create a Veloqo account, we collect:
- Account information: full name, email address, and password (stored as a bcrypt hash — we never store your plain-text password)
- Business information: business name, business type, and website URL
- Billing information: payment card details are processed by our payment provider (Stripe) and are not stored on our servers
2.2 Information Collected from End Users (Widget Visitors)
When a visitor interacts with a Veloqo AI widget on a merchant's website, we may collect:
- Name, phone number, and email address (when provided voluntarily in conversation)
- Service or product inquiries and the content of chat conversations
- Appointment requests and related scheduling details
- Location information if the visitor voluntarily provides a city or postcode
2.3 Information Collected Automatically
We automatically collect certain technical information, including:
- IP address, browser type, and operating system
- Pages visited, session duration, and referring URLs
- Widget interaction events (e.g., conversations opened, messages sent)
- Cookies and similar tracking technologies for session management and analytics
2.4 Information from Third-Party Integrations
If you connect your Shopify, WooCommerce, or other e-commerce store, we receive product data, order information, and store policies solely to train your AI assistant. We do not use this data for any other purpose.
3 How We Use Your Information
We use collected information to:
- Provide and operate the service: power the AI assistant, process leads and appointments, and deliver them to the merchant
- Send notifications: email and SMS alerts when new leads or appointment requests are captured
- Manage your account: authenticate logins, process billing, and provide customer support
- Improve the platform: analyze usage patterns to improve AI accuracy, reliability, and features
- Comply with legal obligations: respond to lawful requests from government authorities or enforce our Terms
We will not use your data for purposes materially different from those described above without first obtaining your consent.
4 SMS Messaging
By providing your phone number and engaging with our SMS notifications or a Veloqo-powered widget that collects your phone number, you consent to receive text messages from Veloqo or the relevant merchant.
Message and data rates may apply. Message frequency varies depending on your interactions.
4.1 Merchant SMS Notifications
Merchants who enable SMS notifications consent to receive text messages from Veloqo alerting them to new leads, appointment requests, or account activity.
4.2 End User Opt-In
End users consent to SMS communications by voluntarily providing their phone number during a chat conversation or lead capture flow on a merchant's website.
4.3 Opt-Out
You may opt out of SMS messages at any time by replying STOP to any message you receive. After opting out, you will receive one final confirmation message and no further texts.
4.4 Help
Reply HELP to any SMS message for assistance, or contact us at privacy@veloqo.ai.
4.5 No Third-Party Sharing for Marketing
Phone numbers collected via Veloqo are never sold, rented, or shared with third parties for their own marketing purposes.
5 Information Sharing
We do not sell, rent, or trade personal data to third parties for marketing purposes.
We may share information only in the following limited circumstances:
5.1 Service Providers
We work with trusted third-party vendors to operate the platform, including:
- Cloud infrastructure: hosting, databases, and file storage
- AI providers: Anthropic and OpenAI process conversation content to generate responses
- Payment processing: Stripe for subscription billing
- Email and SMS delivery: transactional message providers
- Analytics: aggregate, anonymised usage analytics
All sub-processors are contractually bound to handle data only as instructed and in compliance with applicable privacy laws.
5.2 Business Transfers
If Veloqo is acquired, merged, or sells all or part of its assets, personal data may be transferred as part of that transaction. We will notify affected users before data becomes subject to a materially different privacy policy.
5.3 Legal Requirements
We may disclose information if required to do so by law, court order, or governmental authority, or when we believe disclosure is necessary to protect the rights, property, or safety of Veloqo, our users, or the public.
5.4 Merchant-to-End-User Data Flow
Lead and conversation data captured by the Veloqo widget is shared with the merchant who owns that widget. Merchants are independently responsible for the data they receive and must comply with applicable privacy laws in their jurisdiction.
6 Data Retention
- Merchant account data is retained for as long as your account is active, plus 90 days after account closure to allow for recovery.
- Chat conversation and lead data is retained for 12 months from the date of capture, after which it is permanently deleted unless you request earlier deletion.
- Billing records are retained for 7 years to comply with financial regulations.
- Anonymised analytics data may be retained indefinitely as it cannot be linked to any individual.
You may request deletion of your personal data at any time by contacting privacy@veloqo.ai. We will fulfil verified deletion requests within 30 days, except where retention is required by law.
7 Your Rights
Depending on your jurisdiction, you may have the right to:
- Access the personal data we hold about you
- Correct inaccurate or incomplete data
- Delete your personal data ("right to be forgotten")
- Restrict or object to certain processing activities
- Data portability — receive your data in a structured, machine-readable format
- Withdraw consent at any time without affecting the lawfulness of prior processing
To exercise any of these rights, contact privacy@veloqo.ai. We will respond to verified requests within 30 days.
8 Security
We implement industry-standard technical and organisational measures to protect your data, including:
- TLS/HTTPS encryption for all data in transit
- Encryption at rest for sensitive stored data
- Bcrypt hashing for all passwords
- Access controls and least-privilege principles for internal systems
- Regular security reviews and dependency audits
No method of transmission over the internet is 100% secure. While we use commercially reasonable measures, we cannot guarantee absolute security. If you believe your account has been compromised, contact us immediately at privacy@veloqo.ai.
9 Children's Privacy
Veloqo is not directed to children under the age of 13 (or 16 in certain jurisdictions). We do not knowingly collect personal data from children. If you believe we have inadvertently collected data from a child, please contact privacy@veloqo.ai and we will delete it promptly.
10 Changes to This Policy
We may update this Privacy Policy from time to time. When we do, we will update the "Last updated" date at the top of this page. For material changes, we will notify you by email or by displaying a prominent notice on the dashboard at least 14 days before the change takes effect.
Your continued use of Veloqo after the effective date of any changes constitutes your acceptance of the updated policy.