Privacy Policy

Last updated: February 25, 2026

1. Introduction

Fedna AI ("Company," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our multi-channel AI customer operations platform, website, and related services (collectively, the "Service").

By using the Service, you consent to the data practices described in this policy. If you do not agree with this policy, please do not use the Service.

2. Information We Collect

2.1 Information You Provide

  • Account Information: Name, email address, phone number, organization name, and password when you create an account.
  • Organization Data: Business information, team member details, and configuration settings.
  • Customer Data: Information about your customers that you upload or create through the Service, including names, phone numbers, email addresses, conversation history, and custom fields.
  • Communication Content: Messages, call transcripts, voice recordings, and other content exchanged through the Service.
  • Payment Information: Billing details processed through our payment providers.

2.2 Information Collected Automatically

  • Usage Data: Pages visited, features used, actions taken, timestamps, and session duration.
  • Device Information: Browser type, operating system, device type, and screen resolution.
  • Network Information: IP address, approximate location, and internet service provider.
  • Cookies and Tracking: We use cookies and similar technologies to maintain sessions, remember preferences, and analyze usage. See our Cookie Policy for details.

2.3 Information from Third Parties

  • Messaging Platforms: When you connect WhatsApp, Instagram, or other channels, we receive message content, sender information, and delivery status from those platforms.
  • Telephony Providers: Call metadata, recordings, and transcriptions from voice calls.
  • Authentication Providers: Basic profile information from third-party login services.

3. How We Use Your Information

We use the information we collect to:

  • Provide, operate, and maintain the Service
  • Process and manage customer conversations across all channels
  • Power AI agents to generate responses, summaries, and insights
  • Train and improve our AI models and Service quality
  • Send you transactional communications (account updates, security alerts)
  • Provide customer support and respond to your requests
  • Monitor usage patterns and optimize performance
  • Detect, prevent, and address security issues and abuse
  • Comply with legal obligations
  • Generate anonymized analytics and usage reports

4. AI Data Processing

4.1 How AI Uses Your Data

Our Service uses AI models (including third-party AI providers) to process customer interactions. This includes:

  • Generating automated responses to customer messages
  • Creating conversation summaries and customer insights
  • Performing speech-to-text and text-to-speech conversion for voice calls
  • Qualifying leads and rating customer interactions
  • Extracting and storing relevant memories from conversations
  • Searching knowledge base documents for relevant information

4.2 Third-Party AI Providers

We use third-party AI model providers to process data. These providers process data according to their own privacy policies and data processing agreements. We select providers that maintain appropriate security and privacy standards.

4.3 Your Control Over AI Processing

You can control AI behavior through agent configuration settings, including enabling or disabling specific AI features, switching between AI and human control modes, and configuring which channels use AI automation.

5. Data Sharing and Disclosure

We may share your information in the following circumstances:

  • Service Providers: With third-party vendors who help us operate the Service (hosting, AI processing, telephony, messaging platforms, payment processing).
  • Within Your Organization: Team members within your organization can access shared customer data, conversations, and tasks based on their assigned permissions.
  • Legal Requirements: When required by law, legal process, or government request.
  • Safety and Security: To protect the rights, safety, or property of Fedna AI, our users, or the public.
  • Business Transfers: In connection with a merger, acquisition, or sale of assets, with notice to affected users.

We do not sell your personal information to third parties.

6. Data Storage and Security

6.1 Data Storage

Your data is stored on secure servers provided by our infrastructure partners. We use PostgreSQL databases with row-level security (RLS) to ensure multi-tenant data isolation — your organization's data is logically separated from other organizations' data.

6.2 Security Measures

We implement industry-standard security measures including:

  • Encryption of data in transit (TLS/SSL) and at rest
  • Row-level security policies for multi-tenant data isolation
  • Encrypted storage of sensitive credentials (Fernet encryption)
  • JWT-based authentication with secure token handling
  • Rate limiting and abuse prevention mechanisms
  • Regular security assessments and monitoring

6.3 Data Breach Notification

In the event of a data breach that affects your personal information, we will notify you and applicable regulatory authorities as required by law, typically within 72 hours of becoming aware of the breach.

7. Data Retention

We retain your data as follows:

  • Account Data: Retained for the duration of your account and for 30 days after termination.
  • Customer Conversations: Retained for the duration of your account unless you delete them.
  • Call Recordings: Retained according to your organization's settings and applicable legal requirements.
  • Usage Logs: Retained for up to 12 months for analytics and billing purposes.
  • Billing Records: Retained as required by applicable tax and financial regulations.

You may request deletion of your data at any time by contacting us. Some data may be retained as required by law or for legitimate business purposes.

8. Your Rights

Depending on your jurisdiction, you may have the following rights:

  • Access: Request a copy of the personal information we hold about you.
  • Correction: Request correction of inaccurate or incomplete personal information.
  • Deletion: Request deletion of your personal information, subject to legal retention requirements.
  • Data Portability: Request your data in a structured, machine-readable format.
  • Objection: Object to certain types of data processing.
  • Restriction: Request that we restrict processing of your personal information.
  • Withdraw Consent: Withdraw consent for data processing where consent is the legal basis.

To exercise any of these rights, please contact us at privacy@fedna.ai. We will respond to your request within 30 days.

9. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. These countries may have different data protection laws. When we transfer data internationally, we implement appropriate safeguards to ensure your data remains protected in accordance with this Privacy Policy.

10. Children's Privacy

The Service is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If we learn that we have collected personal information from a child, we will take steps to delete that information promptly.

11. Third-Party Links and Services

The Service may contain links to third-party websites or integrate with third-party services. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies before providing any personal information.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on our website and updating the "Last updated" date. For significant changes, we may also provide additional notice through email or in-app notifications. Your continued use of the Service after changes become effective constitutes your acceptance of the revised policy.

13. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at:

Fedna AI
Email: privacy@fedna.ai
Website: https://fedna.ai

If you are not satisfied with our response, you may have the right to lodge a complaint with your local data protection authority.