1. Overview
Snapiens Inc. (“Snapiens,” “we,” “us,” or “our”) is committed to protecting your privacy and the data you entrust to us.
This Privacy Policy explains how we collect, use, share, and safeguard personal information through our AI platform, mobile apps for iOS and Android, and APIs (collectively, the “Services”). It also describes your rights and choices under applicable privacy laws, including GDPR, CCPA, and other global frameworks.
By using Snapiens, you agree to this Policy and our Terms of Service.
2. Data We Collect
We collect only the data necessary to operate and improve Snapiens safely and effectively.
2.1. Information You Provide
- Account details: name, email address, organization, password.
- Workspace data: uploaded documents, messages, files, and custom knowledge bases (“Customer Content”).
- Chat content: the messages you write to your brain, assistants, and agents, and the photos and files you attach to them. This is Customer Content.
- Voice recordings: audio you record in our mobile apps to dictate a message. Recordings are sent for transcription only, and Snapiens does not keep the audio after it has been converted to text.
- Billing details: payment info (processed by Stripe) and transaction metadata.
- Support interactions: messages, feedback, or chat logs for troubleshooting.
2.2. Information Collected Automatically
- Usage data: device type, IP address, browser, operating system, session duration, error logs.
- Mobile device identifiers: a device identifier provided by the operating system (the Android ID on Android, the identifier for vendor on iOS), used to deliver notifications to the right device and to secure in-app agent chat sessions; a push notification token, if you enable notifications; and an app integrity token from Google Play Integrity or Apple DeviceCheck, used to confirm requests come from our genuine app. These identifiers are linked to your account and are not used for advertising or tracking.
- Cookies and trackers: for analytics (Google Analytics 4, Tag Manager), authentication, and service optimization.
- Activity data: request timestamps, API usage, AI credit consumption, and model interaction logs for performance and security monitoring.
2.3. Information from Third Parties
- Authentication or single sign-on providers (Apple, Google, Microsoft, etc.).
- Google Workspace APIs and other connected third-party services, when you authorize Snapiens to access data from those services.
- Messaging channels you connect (such as WhatsApp, Instagram, Facebook Messenger, or SMS), which deliver the messages your customers send to your workspace.
- Workspace administrators who add you to an organization’s account.
- Payment processors, analytics, infrastructure, and AI providers (including AWS, OpenAI, Anthropic, Google, xAI, Deepgram, Cohere, and Pinecone).
3. How We Use Your Data
We use personal and usage data strictly to:
- Provide, secure, and maintain the Services, including generating AI answers, transcribing voice messages, and searching your knowledge base.
- Authenticate accounts and manage subscriptions.
- Improve the performance, reliability, routing, and safety of the Services, without using Customer Content to train or fine-tune generalized or foundational AI/ML models.
- Communicate product updates, security alerts, and customer support.
- Comply with legal obligations and prevent abuse or fraud.
We do not use Customer Content to train or fine-tune AI models. Aggregated, non-identifiable data may be analyzed for performance insights.
4. Customer Content & Workspace Data
4.1. Ownership
You retain ownership of your Customer Content. Snapiens only processes it under your direction.
4.2. Organizational Workspaces
For enterprise accounts, admins can:
- Add or remove members.
- Access, export, or delete workspace data.
- Monitor usage within their organization.
Snapiens staff may access workspace data only for security, debugging, or legal compliance.
4.3. Prohibited Use of Data
You must not upload or use data that:
- Violates laws or third-party rights.
- Involves personal medical, financial, or sensitive data without consent.
- Could generate or spread illicit, harmful, or misleading AI content.
Snapiens may suspend or delete data that violates safety or compliance policies.
4.4. Google Workspace API Data and Limited Use
The use of raw or derived user data received from Google Workspace APIs will adhere to the Google User Data Policy, including the Limited Use requirements.
Google Workspace user data is used only to provide user-facing features of the application and is not used to train, fine-tune, or improve generalized or foundational AI/ML models.
When a user-facing feature requires AI processing, Snapiens may provide only the data necessary for that feature to its AI subprocessors. Google Workspace user data must not be used by those subprocessors to train, fine-tune, or improve generalized or foundational AI/ML models.
4.5. Sharing With Third-Party AI Services
Snapiens’ AI features are powered by third-party AI services. When you use them, we send these services only the data needed for the feature you are using:
- AI answers (chat with your brain, assistants, and agents): your message, earlier messages in the same conversation, the photos and files you attach, and passages from your knowledge base that relate to your question are sent to OpenAI, Anthropic, Google (Gemini), or xAI, depending on the AI model selected. When the model is set to “Auto,” Snapiens chooses it.
- Voice input: voice recordings made in our mobile apps are sent to Deepgram to be converted to text.
- Knowledge base search: the text of documents you upload is sent to OpenAI to create a search index, which is stored with Pinecone; your questions and candidate passages are sent to Cohere to rank the most relevant results.
These providers process the data on our behalf to return the result to Snapiens, under their API terms and our contractual data-protection obligations. Your password and payment details are never sent to AI services.
Your permission in the mobile apps. Before our iOS and Android apps send any of this data to an AI service, they explain what will be sent and to whom and ask for your permission. If you do not allow it, AI chat, voice input, attachments, and document upload stay off in the app, and the rest of the app continues to work. You can review or withdraw your permission at any time in the app under Profile → AI Data Sharing. Withdrawing stops future sharing; to delete content already processed, contact us as described in Section 9.
5. Legal Basis for Processing (GDPR)
For users in the European Union, we rely on these legal bases:
- Contractual necessity: to provide the Services you request.
- Legitimate interests: to improve and secure Snapiens.
- Consent: for sharing data with third-party AI services from our mobile apps, and for optional analytics, cookies, or marketing.
- Legal obligation: to comply with tax, security, or regulatory requirements.
You may withdraw consent at any time by adjusting your account or app settings or emailing us at contact@snapiens.com.
6. Data Storage and Security
- All data is hosted on Amazon Web Services (AWS, US-East).
- Data is encrypted in transit (TLS 1.2+) and at rest (AES-256).
- Access is restricted via least-privilege roles and monitored via internal audit logs.
- Backups are encrypted and stored in compliance with SOC 2 controls.
We employ automated and manual monitoring to prevent unauthorized access or misuse.
7. Retention and Deletion
Data is stored only as long as needed to deliver the Services or meet legal obligations.
- Customer Content is deleted within 30 days after workspace or account termination.
- Voice recordings are not retained by Snapiens after transcription.
- Payment and compliance records may be retained longer (up to 7 years) as required by law.
- You may request deletion of your account or data at any time, or delete your account directly in our mobile apps.
Once deleted, recovery is not possible.
8. International Data Transfers
Snapiens is headquartered in the United States and may transfer data internationally. Transfers outside your region are safeguarded by:
- Standard Contractual Clauses (for EU/UK transfers).
- Contractual and data-protection safeguards with subprocessors and service providers, including AWS, OpenAI, Anthropic, Google, xAI, Deepgram, Cohere, Stripe, and Pinecone.
- Security and confidentiality agreements with all partners.
9. Your Rights
Depending on your jurisdiction, you may have the right to:
- Access and receive a copy of your data.
- Correct inaccurate information.
- Request deletion (“right to be forgotten”).
- Restrict or object to processing.
- Withdraw consent, including consent to share data with third-party AI services.
- Port data to another provider.
- Lodge a complaint with your local data authority.
To exercise these rights, email contact@snapiens.com. We will respond within 30 days (or sooner where required by law).
10. Children’s Privacy
Snapiens is not directed to individuals under 16 years old.
We do not knowingly collect data from minors.
If you believe a minor has used our Services, contact us immediately for removal.
11. AI Output and Responsibility
AI outputs may be inaccurate, incomplete, or inappropriate.
Snapiens:
- Does not monitor or control every response generated through user prompts.
- Disclaims liability for harm, loss, or damages arising from reliance on AI-generated information.
- May suspend or restrict accounts producing dangerous or illicit content.
Users are solely responsible for how they act on or distribute AI-generated outputs.
If an AI-generated interaction causes emotional distress or harm, users should not rely on Snapiens for crisis intervention and are encouraged to seek local emergency support immediately.
12. Third-Party Services and Subprocessors
Snapiens uses reputable third parties to operate the Service:
| Purpose | Provider | Data Processed |
|---|
| Hosting & backend | Amazon Web Services (AWS) | Stored data, logs |
| AI answers | OpenAI; Anthropic (Claude); Google (Gemini); xAI (Grok) | Messages, conversation history, attached photos and files, and relevant knowledge base passages needed to generate a response |
| Speech-to-text | Deepgram | Voice recordings made in the mobile apps, to transcribe them |
| Document indexing | OpenAI | Text of uploaded documents, to create search embeddings |
| Search ranking | Cohere | Questions and candidate document passages |
| Database & vector storage | Pinecone.io | Encrypted embeddings |
| Payments | Stripe | Payment tokens, billing details |
| Email delivery | Resend | Email address, email content |
| Push notifications | Google Firebase Cloud Messaging; Apple Push Notification service | Device push token, notification content |
| App integrity verification | Google Play Integrity API; Apple DeviceCheck | App and device integrity tokens |
| Messaging channels (only when you connect them) | Meta (WhatsApp, Instagram, Messenger); Twilio (SMS) | Messages and contact identifiers (such as phone numbers) for the conversations on that channel |
| Integrations (only when you enable them) | Google Workspace (Drive, Calendar); Asaas; RD Station | Data needed for the connector you enable |
| Analytics | Google Analytics 4 | Usage metrics |
| Tag management | Google Tag Manager | Trackers |
| Web platform | WordPress.com | Content hosting |
These providers are subject to their respective privacy terms, security commitments, and, where applicable, contractual data-protection obligations.
13. Data Sharing
We may share information:
- With subprocessors (listed above), including third-party AI services as described in Section 4.5.
- With law enforcement if legally required.
- To protect the safety, rights, or integrity of users or the platform.
- During mergers or acquisitions, under confidentiality obligations.
We never sell or rent personal information.
13.1 SMS and Mobile Information
Mobile information, SMS opt-in data, and consent will not be shared, sold, or transferred to third parties or affiliates for marketing or promotional purposes.
14. Cookies and Tracking
Snapiens uses cookies and similar technologies for session management, analytics, and service improvement.
You may disable non-essential cookies in your browser or through in-app settings.
15. Data Protection for Global Users
EU/UK Residents:
You can contact our GDPR representatives:
- EU Representative: Rickert Rechtsanwaltsgesellschaft mbH, Bonn, Germany
- UK Representative: Rickert Services Ltd UK, Peterborough, United Kingdom
California Residents (CCPA):
You have the right to know, delete, or opt out of the “sale” or “sharing” of your personal information (Snapiens does not sell user data).
Requests can be submitted to contact@snapiens.com
16. Changes to this Policy
We may update this Privacy Policy from time to time.
Material changes will be announced on our website, in the app, or via email.
Your continued use of Snapiens after such updates constitutes acceptance.
17. Contact Information
Snapiens Inc.
251 Little Falls Drive, Wilmington, DE 19808, USA
📧 contact@snapiens.com