Privacy Policy

Last updated: 10 October 2026

AI Lab (bnbcloudservices.com, "we") gives businesses an AI agent that answers their customers on WhatsApp, Facebook Messenger, Instagram and website chat, plus a dashboard for chats, orders and customers. This policy explains what we collect, why, and the choices you have.

1. Who this covers

• Account holders: business owners and their team who sign in to the dashboard.
• End customers: people who message a business that uses AI Lab. For their messages, the business decides what is collected and why (it is the data controller); we process the messages on the business's behalf.

2. What we collect

• Account details: name, email address and password (stored only as a secure hash). If you choose "Continue with Google", we receive your name, email address and profile picture from Google, and nothing else.
• Business details: the business name, type, city, phone number, menu or services, prices, opening hours, FAQs and other information you enter so the AI agent can answer customers.
• Messages and orders: messages, voice notes, pictures and payment screenshots that customers send to the business, the replies, and the orders, bookings and complaints created from them.
• Connected accounts: identifiers and access tokens for the WhatsApp, Facebook and Instagram accounts a business connects. Tokens are stored encrypted on the server and are never shown in the dashboard.
• Billing: bills, payments, transaction IDs and payment screenshots. Card payments are handled by Safepay; we never see or store full card numbers.
• Usage: counts of messages and AI replies (for limits and bills), sign-in times and basic error logs.

3. How we use it

• To run the service: let the AI agent reply to customers, save orders, send alerts and reports, and show everything in the dashboard.
• To bill the business, apply monthly limits and pause or restart services.
• To give support, keep the service secure and fix problems.

We do not sell personal data, and we do not use a business's customer data to advertise to anyone.

4. AI processing

To write replies, read pictures and voice notes, and answer "Ask AI" questions, the relevant text or picture is sent to AI model providers (currently Google Gemini through OpenRouter, and OpenAI for some voice features). They process it only to return the answer. AI replies can be wrong; businesses can review every chat and take over at any time.

5. Who we share data with

• Meta (WhatsApp, Facebook, Instagram), to receive and send the business's messages.
• Hosting and infrastructure: Supabase (database, sign-in and file storage) and our own servers.
• AI model providers, as described above.
• Safepay, for card payments.
• Authorities, only when the law requires it.

6. Data from Meta and Google

Data we receive through Meta's platforms is used only to provide the messaging features the business switched on, and is handled under Meta's Platform Terms. Information received from Google sign-in is used only to create and sign in to your account.

7. How long we keep it

• While the business uses AI Lab, its data is kept so the dashboard and reports work.
• A business that is deleted is moved to a Trash for a while so it can be restored, then removed for good.
• A sign-up whose first bill is never paid is removed after 30 days.
• Bills and payment records may be kept longer where accounting law requires it.

8. Your choices and deleting data

You can see and change your business information in the dashboard at any time. To ask for a copy of your data, or for your account or business to be deleted, open Help & support in the dashboard or email Service@bnbcloudservices.com. We reply within 7 working days.

End customers who want their messages deleted can ask the business they messaged, or email us with the business name and their phone number or Facebook/Instagram name, and we will pass the request on and delete the data.

9. Security

Each business's data is kept in its own separate area of the database, access is limited by role (owner, manager, staff), connections are encrypted, and keys and tokens are kept on the server only. No system is perfectly secure, so please keep your password private.

10. Children

AI Lab is a tool for businesses and is not meant for children under 18.

11. Changes

If we change this policy we will update the date above, and tell account holders in the dashboard about important changes.

12. Contact

AI Lab, bnbcloudservices.com. Email: Service@bnbcloudservices.com