Privacy Policy

Aqlon ("Aqlon", "we", "our") is committed to protecting the personal data of individuals who interact with the AI systems we operate on behalf of our clients. This Privacy Policy explains how we collect, use, store, and protect personal data in compliance with the Qatar Personal Data Protection Law (PDPL) 2023, and other applicable data protection laws where relevant.

1. Who we are

Aqlon operates AI customer-service systems on behalf of businesses (our "Clients") in Qatar and the Gulf region. When you interact with an Aqlon-powered system — via WhatsApp, website, phone, or email — your conversation is processed by Aqlon as a data processor on behalf of the relevant Client, who acts as the data controller. Enquiries about how your data is handled should be directed to the Client business in the first instance.

Aqlon contact: contact@aqlon.co · Doha, Qatar

2. What data we collect

• Your WhatsApp phone number, caller number, email address, or other channel identifier
• The content of your messages or call conversation
• Your name, appointment details, and contact information (if voluntarily provided)
• Metadata such as timestamps, language detected, and response times

3. How we use your data

Your data is used solely to provide the customer-service experience on behalf of the Client:

• To understand your enquiry and generate an appropriate response
• To route your enquiry to the correct AI agent or a human team member
• To maintain conversation context, including recognising you as a returning customer
• To create an appointment or booking on your behalf if you request one
• To record system events in a secure audit trail for compliance purposes

We do not use your data for advertising or profiling, and we never sell personal data.

4. Legal basis for processing

• Contractual necessity — processing is required to provide the service you request
• Legitimate interests — maintaining security and audit logs to operate a safe, compliant service
• Consent — where the Client has collected your consent for AI-assisted customer service, as disclosed in their own privacy notice

5. Data retention

Conversation data is retained for the period configured by the Client (minimum 7 days, maximum 2 years for standard accounts). Audit logs are retained for the compliance period required by applicable law. Data is deleted automatically at the end of the retention period unless earlier deletion is requested.

6. Data security

All data is encrypted in transit (TLS 1.2+). Stored data is protected on secured cloud infrastructure with access restricted to authorised Aqlon personnel and the relevant Client. We maintain a hash-chained audit trail of processing events, and client portal credentials are cryptographically hashed — passwords are never visible to Aqlon staff.

7. Data sharing

We do not sell, rent, or share personal data for marketing purposes. Data may be shared with:

• The Client on whose behalf we operate (as required to provide the service)
• Anthropic (AI model provider) — message content is processed to generate responses under Anthropic's privacy terms
• Voice & messaging infrastructure providers — Vapi (call routing), Microsoft Azure (speech transcription), ElevenLabs (voice synthesis), and 360dialog/Meta (WhatsApp delivery), each processing only what is required for their function
• Competent authorities where required by Qatar law or valid legal process

8. Your rights under Qatar PDPL 2023

• Access — request a copy of personal data we hold about you
• Rectification — request correction of inaccurate data
• Erasure — request deletion of your personal data
• Restriction — request that we limit how we process your data
• Portability — receive your data in a structured, commonly used format

To exercise any of these rights, contact the Client business directly or email contact@aqlon.co. We respond within 30 days as required by Qatar PDPL 2023.

9. International data transfers

Conversation content is processed by AI and speech providers that may involve processing outside Qatar (including the United States and UAE). These providers implement appropriate contractual safeguards. Other data storage uses the residency option selected by the Client.

10. Cookies and tracking

The Aqlon website does not use tracking or advertising cookies. The client portal uses a session token solely to keep you signed in; it expires when your session ends.

11. Contact & complaints

For any privacy enquiry or complaint: contact@aqlon.co · Aqlon, Doha, Qatar. You also have the right to lodge a complaint with Qatar's competent data-protection authority (National Cyber Security Agency / as designated under PDPL 2023).

12. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be notified to Clients with at least 14 days' notice. The current version is always available at aqlon.co/privacy.