Privacy Policy

Aideno helps a business connect messaging channels, review customer conversations, generate and send AI-assisted replies, and, where enabled, connect Google Calendar for availability and appointment management. This notice explains how Aideno processes personal data, including data received from Meta/Instagram and Google APIs and data sent to an AI provider to provide enabled user-facing features.

Who is responsible for personal data

Oleksandr Dmytriv, trading as the provider of Aideno, is the controller for personal data used to create and administer Aideno accounts, operate and secure the service, provide support, manage the provider's relationship with Business Customers, and comply with legal obligations:

• Controller: Oleksandr Dmytriv
• Registered office or business address: dr. Jana Piltza 43, 30-392 Krakow, Poland
• Registration details: NIP 5732940047
• Privacy contact: support@aideno.chat
• Data protection officer: not appointed; use the privacy contact above

A Business Customer is the controller for the Instagram conversations, contact information, scheduling details, and booking records it processes through Aideno for its own business purposes. For that data, Aideno acts as a processor and processes it on the Business Customer's instructions, except where Aideno must process data for its own security, abuse prevention, legal compliance, or the establishment, exercise, or defense of legal claims. Those limited independent purposes do not authorize Aideno to reuse customer conversations for advertising or general-purpose model training. The Data Processing Agreement sets out Aideno’s processor obligations and transfer arrangements.

If you contacted a Business Customer through Instagram or requested an appointment, you may contact that business directly about its privacy practices and your rights. You may also contact Aideno using the privacy contact above.

People covered by this notice

This notice applies to:

• Visitors to Aideno’s public website.
• Instagram users who send direct messages to a connected Instagram professional account.
• People whose details appear in appointment requests, availability offers, or booking records.
• Account administrators and authorized users who use Aideno or connect Instagram or Google Calendar.
• Aideno personnel who administer tenant access, prompts, AI settings, and service operations.

Personal data we process

Aideno processes the following categories of data when the corresponding service features are enabled:

• Account and access data, such as app user email addresses, password hashes, email-verification and password-reset token hashes and expiry records, tenant memberships, session state, legal-document acceptance timestamps and versions, and superadmin access state.
• Instagram account data, such as account IDs, usernames, connection status, OAuth scopes, token expiry metadata, webhook setup status, and encrypted OAuth access tokens.
• Google authorization data, such as granted OAuth scopes, connection status, credential refresh metadata, and encrypted OAuth refresh tokens.
• Google Calendar data required by enabled features: writable calendar identifiers, names, time zones, access roles and primary-calendar status; the identifiers, status, and start and end times of existing events used to identify occupied periods; and identifiers, links, start and end times, and private application metadata for Aideno-created booking events.
• Calendar-derived scheduling data, such as calculated available appointment times, offer snapshots, booking snapshots, and booking status.
• Instagram contact data, such as sender or recipient IDs, usernames, display names, profile lookup timestamps, and profile lookup errors.
• Instagram direct-message content, including inbound customer messages, attachment metadata, media links and stored copies of attachment files received from Meta, reactions, outbound AI replies, outbound account-side message echoes, timestamps, message IDs, and delivery status. Instagram account and contact profile pictures may also be stored as files. Attachment contents are not analyzed by the AI scheduling flow.
• Optional browser-notification data: subscription endpoints and encryption keys, device-linked subscription identifiers, notification preferences, delivery and error records, and the customer name or username and conversation link included in an alert.
• Webhook data, including raw Instagram webhook payloads, event keys, receipt timestamps, processing status, duplicate-detection data, and related operational metadata.
• Conversation management data, such as language code, automation mode, lead status, attention flags, intent summaries, internal notes, archive state, queue state, retry state, and error messages.
• AI processing data, such as tenant business profile text, knowledge text used in prompts, prompt revisions, request snapshots, structured AI outputs, OpenAI conversation IDs, OpenAI response IDs, token usage, model names, and AI error messages.
• Marketing inquiry data submitted through the Aideno demo page, including a name, selected contact method, contact value, interface locale, submission source, and notification-delivery status.
• Technical data, such as request IDs, security logs, audit events, authentication events (including hashed email, IP address, and browser user-agent identifiers), worker logs, IP-derived server logs if kept by the host, and debugging information needed to operate and secure the service.

Aideno is not intended to collect special categories of personal data, such as health, religion, political opinions, biometric data, or information from identity documents. An Instagram user may nevertheless include sensitive information in a message. The initial Service is not offered for medical records, health assessments, special-category or criminal-offence data, identity-document or payment-card collection, or services directed to children. Business Customers must not deliberately submit or request those data and must restrict further processing and arrange appropriate removal or handling if they arrive unsolicited.

Sources of data

Aideno receives or creates personal data from these sources:

• Directly from authorized users and Aideno personnel when they log in, configure tenants, connect integrations, or edit settings.
• Directly from visitors who ask Aideno to contact them through the demo-page form.
• From Meta/Instagram through OAuth, profile lookup APIs, message APIs, and webhook events.
• From Google through OAuth and Google Calendar APIs when an administrator connects and uses the Google Calendar integration.
• From Instagram users who send direct messages or provide appointment details to a connected business.
• From Aideno itself when it queues work, creates AI replies, records operational events, and logs service activity.
• From AI providers when they return generated response text, structured output, usage metadata, response IDs, or errors.

Purposes and lawful bases

Where Oleksandr Dmytriv acts as controller, Aideno processes personal data on the following lawful bases:

• Contract necessity (GDPR Article 6(1)(b)): creating and administering an individual Customer’s account, providing requested features and support, and taking requested steps before a contract.
• Legitimate interests (GDPR Article 6(1)(f)): administering business relationships and authorized staff access where the individual is not personally party to the contract, and delivering requested operational notifications.
• Legitimate interests (GDPR Article 6(1)(f)): securing Aideno, preventing abuse, maintaining audit and delivery records, troubleshooting failures, enforcing agreements, and protecting legal rights.
• Legal obligations (GDPR Article 6(1)(c)): responding to legally binding requests, meeting accounting or regulatory duties, and handling valid data-protection requests.
• Consent (GDPR Article 6(1)(a)): where Aideno expressly asks for consent for a specific optional purpose.
• Steps requested by a visitor and legitimate interests: responding to demo-page product inquiries.

For Instagram conversations, customer contacts, appointment details, and booking records processed on a Business Customer's behalf, the Business Customer determines the applicable lawful basis and is responsible for providing required notices and honoring data-subject rights. Aideno processes that data to provide the messaging, AI-assistance, availability, and booking features selected by the Business Customer.

Account credentials and the data needed for a requested integration are necessary to supply that feature; without them it cannot operate. Optional notifications and demo inquiries are voluntary. Accepting the Terms or acknowledging this notice is not consent to unrelated marketing or to every processing activity.

Instagram and Meta data

Aideno requests Instagram permissions needed to identify the connected professional account and manage Instagram messages for that account, currently including Instagram basic business access and Instagram message management access. Administrators can revoke access through Instagram or Meta account settings. If access is revoked, Aideno may no longer be able to receive messages, refresh tokens, subscribe to webhooks, or send replies.

If Meta sends a valid data-deletion callback to this deployed instance, Aideno attempts to identify the connected Instagram account from the signed request, delete matching tenant records, remove related conversations and messages through database cascade deletion, and return a confirmation URL and code. If the callback cannot be matched to stored account data, the request is recorded as no match. The confirmation describes deletion in Aideno’s database; it does not confirm erasure of provider-side AI state, backups, or copies held in Instagram or Google Calendar. Contact support for a request covering those additional records.

Google Calendar and Google API data

When an administrator enables the Google Calendar integration, Aideno requests only the OAuth permissions needed for the calendar features presented in the service:

• https://www.googleapis.com/auth/calendar.calendarlist.readonly to list writable calendars and read their identifiers, names, time zones, access roles, and primary-calendar status.
• https://www.googleapis.com/auth/calendar.events to read event availability and create, read, and delete private Aideno booking events in the calendar selected by the administrator.

The events scope technically authorizes event access across calendars available to the Google account, but Aideno restricts its use to the writable calendar selected by the administrator. For occupied periods, it reads event identifiers, status, and start and end times. Cancellations can delete Aideno-created events; rescheduling can create a replacement and delete the original. Created events can contain the customer’s name or Instagram username, selected services and add-ons, duration, and price. Calendar sharing permissions remain under the administrator’s control; private visibility does not prevent access by every authorized calendar administrator.

Aideno uses Google user data only to provide or improve these visible user-facing calendar features, maintain their security and reliability, provide support requested by the administrator, and comply with law. Aideno does not sell Google user data, use it for advertising, or use it to train generalized AI or machine-learning models.

Aideno does not send the titles, descriptions, or attendee details of existing Google Calendar events to its AI provider. To generate a customer-facing scheduling reply, it may send OpenAI the available appointment times calculated after excluding occupied periods, together with relevant service and pricing information, booking status, and, where relevant, the link returned for an Aideno-created booking event. Aideno sends this derived information only to provide the enabled scheduling feature and does not opt it into model training.

Aideno's use and transfer of information received from Google APIs complies with the Google API Services User Data Policy, including the Limited Use requirements. Human access to Google user data is restricted to cases allowed by those requirements, such as with the administrator's affirmative consent for support, for security or abuse investigation, to comply with law, or for internal operations using aggregated and appropriately protected data.

An administrator can revoke Aideno's access through Google Account permissions and can use any disconnect control available in Aideno. If no suitable self-service control is available, the administrator may contact the privacy contact above. A completed in-product disconnection deletes the stored Google refresh token and clears the selected-calendar metadata. Revocation through Google invalidates Aideno's future access but does not by itself remove operational scheduling and booking records already stored in Aideno. Account deletion and subscription cancellation are separate actions.

AI-assisted replies and automation

Messages sent to a connected Instagram account may be processed by an automated responder. When real AI answers are enabled, Aideno sends relevant conversation history, tenant context, prompt instructions, and message metadata to the configured AI provider so the provider can generate a structured response decision. The app may then create a reply, update conversation language, update lead or attention status, or decide that no reply should be sent.

The service is designed for customer-support and lead-handling workflows. It is not intended to make decisions that produce legal effects or similarly significant effects about an individual. Business Customers are responsible for providing any AI disclosure required for their conversations, monitoring AI output, and disabling automation when human review is required.

Aideno does not use Instagram messages or Google-derived scheduling data to train general-purpose AI models and does not opt API data into OpenAI model training. OpenAI processes submitted content under Aideno's API account settings and agreements. Under OpenAI's current API data controls, API inputs and outputs are not used for model training by default, abuse-monitoring logs may be retained for up to 30 days, and some features retain application state according to the endpoint and account controls used. Scheduling calls send app-maintained context with response storage disabled. A separate conversation-response path uses persistent OpenAI conversations, retained until deleted. Disabling response storage is not the same as zero data retention and does not remove provider abuse-monitoring retention. OpenAI and its subprocessors may process data in the United States and other locations listed in their provider documentation.

Cookies and local storage

Aideno uses cookies that are necessary to provide the authenticated service, including login/session cookies, CSRF/security cookies, and a last-selected-tenant preference cookie. The authentication session is configured to expire after 7 days. The last-selected-tenant cookie is HTTP-only, same-site, secure in production, and configured for up to 180 days. A language-preference cookie and, when notifications are enabled, a device subscription cookie can remain for up to one year. Browser storage also supports preferences, unsaved business-settings drafts, navigation state, and the installed web app.

When configured, optional PostHog analytics measures public landing-page views, interactions, and successful registrations only after you allow Analytics in Privacy preferences or choose Allow all. It processes a pseudonymous browser identifier, page URLs and referrers, campaign (UTM) parameters, device and browser information, and clicks or language selections. A successful registration event uses the same anonymous browser identifier and consented campaign data; it does not include email, password, account identity, authentication tokens, or sign-in query parameters. Analytics and session recordings have separate choices, both off by default. When available, recordings start only if you allow Session recordings or choose Allow all; you may allow recordings without analytics, or analytics without recordings. Reject optional leaves only necessary service storage enabled. Replay excludes the contact form and masks input values; console logs and network headers and bodies are not recorded. Login pages are excluded from views, clicks, and recordings; only the successful registration event is measured there. Account, tenant, and administration pages are excluded. We do not identify visitors using their account or contact details. Your choice and, after consent, PostHog identifiers and campaign information are stored in browser local and session storage. Withdrawal stops collection but does not clear existing browser storage; you can clear it in your browser. You can change your choice through Privacy preferences at the bottom of the landing or sign-in page. Withdrawal stops future PostHog collection; it does not erase data already collected. Analytics and replay retention follows the configured PostHog project settings. Contact support@aideno.chat for retention details or an erasure request.

Advertising measurement

Tracking tools also measure advertising results, using Google Ads (Google Ireland Limited and Google LLC). This has a separate Advertising measurement choice, off by default. After you allow it or choose Allow all, the Google tag loads on public landing and sign-in pages and reports successful registrations with a random event identifier and a fixed measurement value of USD 1. This value is not a payment or revenue. Google may process advertising click identifiers, cookie identifiers, device/browser and network information, and the registration event to attribute advertising results. We do not send your email, password, account identity, or authentication tokens to this tag. Personalized advertising is disabled. Google is a recipient for advertising measurement under its applicable terms; see Google's advertising privacy information. No Google tag is loaded before advertising consent. Withdrawal disables advertising storage and stops new registration events; a tag already loaded can send consent-related technical signals. Withdrawal does not erase previously collected data or existing cookies. Google's retention depends on its applicable settings and policies; you can clear browser cookies and contact support@aideno.chat about data requests. These tracking tools do not receive Instagram messages or Google Calendar data from Aideno.

Optional browser notifications

Notifications require your browser permission. They can show a customer name or username and the kind of action needed on your device, including its lock screen. Delivery uses the push service selected by your browser or operating system, such as Apple, Google, or Mozilla. Notification content is encrypted in transit through that service, which also processes delivery metadata. You can disable notifications in Aideno or browser settings. Disabling delivery does not itself erase stored subscription or delivery-history records; those remain subject to the retention and deletion criteria below.

When data is shared

Aideno does not sell personal data, Google user data, Instagram messages, OAuth tokens, or AI prompt data. Personal data may be shared with:

• Business Customer administrators and authorized users who need access to manage integrations, conversations, appointments, prompts, or service settings.
• Aideno personnel who need access for support, security, abuse investigation, legal compliance, or service operation.
• Render and its subprocessors for application hosting, databases, logs, backups, security, and infrastructure.
• Cloudflare for private storage of Instagram attachments and profile pictures.
• Tracking tools: PostHog for optional website analytics and session replay; Google for optional advertising measurement, each subject to the corresponding consent.
• Email-delivery providers, currently Resend when configured, for account-verification and password-recovery emails, password-change notices, and sending demo-page inquiries to the Aideno support address.
• Meta/Instagram when Aideno authenticates the account, receives webhook events, refreshes tokens, fetches profile data, subscribes to webhooks, or sends direct messages.
• Google when Aideno authenticates the connected account and reads or writes calendar data at the administrator's direction.
• OpenAI when AI-assisted replies or scheduling responses are enabled.
• Browser and operating-system push providers for optional operational notifications.
• Professional advisers, auditors, insurers, regulators, courts, law enforcement, or other parties where required by law or needed to protect rights, safety, security, and service integrity.

Aideno uses service providers under applicable contractual, confidentiality, data-processing, and security terms. Render, Cloudflare and OpenAI act as subprocessors for Business Customer data entrusted to them. Meta and Google also provide the Business Customer’s independently connected accounts under their own terms; they are not automatically Aideno subprocessors for all activities. Resend handles Aideno’s own account emails and configured demo inquiries. The Data Processing Agreement describes the relevant roles and authorized providers.

International transfers

Oleksandr Dmytriv is established in Poland, so EU/EEA data-protection rules apply to processing for which he is the controller, and to his processing in the context of that establishment, including for Ukrainian Customers. Aideno uses providers that operate internationally, including Render and OpenAI. Personal data may therefore be transferred to, stored in, or remotely accessed from the United States or other countries where those providers and their subprocessors operate.

A transfer covered by GDPR Chapter V requires an applicable EU adequacy decision or appropriate safeguards, such as the European Commission’s Standard Contractual Clauses, with an assessment and additional protections where needed. The EU–U.S. Data Privacy Framework is an adequacy mechanism only for a currently certified recipient and covered data. Hosting in Europe alone does not exclude international access. Copies or details of applicable safeguards can be requested from support@aideno.chat, with necessary redactions.

For Ukrainian Customers, transfers from Ukraine are also subject to applicable Ukrainian rules, including Article 29 of the Law on Personal Data Protection. Transfers to Poland, onward vendor transfers, and access from Ukraine are assessed separately. Accepting this notice is not blanket consent to international transfers; see the transfer schedule in the Data Processing Agreement.

Retention and deletion

Aideno retains personal data only for as long as it is needed to provide the service, maintain security and accountability, comply with legal obligations, and resolve disputes. The following criteria apply:

• Instagram OAuth tokens are kept while the account remains connected and are removed when the account is disconnected, deleted, or covered by a valid matched Meta data-deletion request.
• Encrypted Google OAuth refresh tokens are kept while the integration remains connected. A completed in-product disconnection deletes the stored refresh token; revocation in Google invalidates the token at Google but may leave the encrypted, unusable value stored until disconnection, account deletion, or another applicable cleanup process.
• Selected-calendar metadata is cleared when an in-product disconnection completes. Previously offered times are checked against current availability before booking; loss of availability does not delete the offer record. Booking, offer, event-identifier, and audit records are retained as needed for the business’s scheduling history, pending operations, and valid claims, subject to its instructions under the Data Processing Agreement.
• Conversation records, message records, webhook records, prompt usage records, queue records, and audit events are kept while the tenant is active and while needed to provide conversation history, maintain context, prove delivery state, debug issues, prevent duplicate processing, and maintain accountability.
• Stored Instagram media remains available to authorized users with the related record. A reported message deletion disables access and queues deletion of its file; replacing or removing a profile picture queues deletion of the prior file. Verified tenant erasure includes tracked private media objects.
• Persistent OpenAI conversations require separate provider-side deletion; deleting a local tenant does not automatically establish their erasure. Aideno handles verified requests covering that state through provider controls and support, as required by law. Provider abuse-monitoring retention is separate.
• Notification subscriptions are used while enabled. Disabled subscriptions and notification history are retained only as needed to prevent unwanted delivery, troubleshoot delivery, and handle security issues, then removed under the same deletion process.
• Operational logs are limited to data needed for security, reliability, and troubleshooting and are kept for the period configured by the hosting and logging providers.
• Demo-page inquiries are kept while needed to respond, follow up on the requested product contact, prevent abuse, and meet applicable record-keeping or legal requirements.
• Email-verification links expire after 24 hours and password-reset links after one hour; expiry does not itself delete the token or security-event record. Those records are retained only as needed for account security and investigation of abuse.
• Legal-document acceptance records are kept while needed to administer the account, demonstrate the applicable agreement and notice, resolve disputes, and meet legal requirements.
• Backups may retain data for a limited additional period before they expire or are overwritten.
• Data may be retained longer where required for legal obligations, disputes, security investigations, abuse prevention, or compliance with platform requirements.

When personal data is no longer needed under these criteria, Aideno deletes or anonymizes it. Retention is managed through operational review and verified requests. For data processed on behalf of a Business Customer, that Customer can instruct earlier deletion and choose return or deletion at termination under the Data Processing Agreement. Copies held independently by Meta, Google, or the Customer must also be addressed with their respective controller. Backup copies are isolated from normal use pending expiry; lawful retention is limited to the records and period actually required.

Security

Aideno uses reasonable technical and organizational measures designed to protect personal data. Instagram OAuth access tokens and Google OAuth refresh tokens are stored in encrypted form. Aideno also uses signed webhook verification when the Instagram app secret is configured, password hashing for app user credentials, and role-based access paths for regular users and service administrators. Access to the deployed service, database, environment variables, encryption keys, AI provider keys, and logs is restricted to authorized personnel. No internet service can guarantee absolute security.

Your rights and choices

Depending on your location and the lawful basis used for processing, you may have the right to request access, correction, deletion, restriction, portability, objection to processing based on legitimate interests, and the right not to be subject to a solely automated decision that has legal or similarly significant effects. Where processing is based on consent, you may withdraw consent at any time without affecting earlier lawful processing.

For Aideno account and service-operation data, contact Aideno using the privacy contact above. For Instagram conversations, customer contact information, appointment details, or booking records, contact the relevant Business Customer; Aideno will assist that Business Customer with verified requests as required. Information may be requested to verify identity and locate the relevant records. Administrators can revoke Instagram access in Instagram or Meta account settings and Google Calendar access in their Google Account permissions.

For requests under the GDPR, Aideno responds without undue delay and normally within one month. If a permitted extension of up to two further months is needed, we explain it within the first month. Requests are normally free; any lawful refusal or fee will be explained. Where Ukrainian access-request rules apply, we assess the request within ten working days and normally fulfil it within thirty calendar days, subject to statutory exceptions. A request about a Business Customer’s records is passed to that Customer for action with our assistance.

GDPR complaint rights are not limited to EU residents. You may complain to a competent supervisory authority, including the Polish Personal Data Protection Office (UODO), or, where applicable, the authority at your habitual residence, workplace, or the alleged infringement. Under Ukrainian law you may also complain to the Ukrainian Parliament Commissioner for Human Rights or seek a judicial remedy.

Children

Aideno is intended for business use and is not directed to children. Business Customers must not intentionally use Aideno to collect children's personal data contrary to applicable law. If Aideno learns that children's data has been processed without a required legal basis or safeguard, it will restrict or delete the data and assist the relevant Business Customer as required.

Changes to this notice

Aideno will update this notice when its features, data practices, service providers, or legal obligations materially change. The updated version will be posted at this route with a new last-updated date. If Aideno changes how it uses Google user data, it will update the relevant disclosures and obtain any consent required before using that data for a new purpose.