Privacy Policy

1. Who we are

This Privacy Policy (the “Policy”) explains how S.V.I. and its affiliates (“S.V.I.”, “we”, “us”), the operator of svi-ai.com, the Mai assistant, the agent constructor, HandOfHands and related services (together, the “Services”), collect, use, disclose, store and protect personal data. Capitalised terms not defined here have the meaning given in the Terms of Service.

By using the Services you confirm that you have read this Policy. If you do not agree with it, do not use the Services. For any privacy matter, including requests to our Data Protection Officer, contact hello@svi-ai.com.

2. Data we collect

• Account data — login or e-mail address, a password hash (we never store passwords in readable form), the name you provide, your plan and settings. If you sign in with Google, we receive only your e-mail address, name and profile picture.
• Content — messages you send, responses you receive, files, images and documents you upload, the materials the Services create for you, and the configuration, instructions and knowledge sources of agents you build.
• Voice — voice messages and recordings you send, which are converted to text.
• Usage data — token consumption, limits, actions in the Services, ratings and feedback, timestamps.
• Technical data — IP address, browser and device information, cookies and similar technologies, and server logs.
• Payment data — payments are processed by payment providers; we receive confirmation of the payment, not your full card details.

You must provide accurate data and must not use another person’s data without authority; doing so breaches the Terms of Service. Do not submit sensitive personal data (for example health, financial or identity-document data) unless the feature you use requires it.

3. How we use it

• to provide, operate, maintain and develop the Services, including AI processing of your requests;
• to keep the history, memory, personalisation and files of your account available to you;
• to measure usage, apply plans and limits, and process payments;
• to secure accounts and to detect, investigate and prevent fraud, abuse and breaches of the Terms of Service;
• to analyse how the Services are used and to improve them;
• to send service messages and, subject to your right to unsubscribe at any time, information about the Services; consent to marketing is not a condition of using the Services;
• to comply with law and lawful requests of authorities, and to establish, exercise or defend legal claims.

4. Legal bases

Depending on the purpose, we process personal data with your consent or deemed consent, because it is necessary to perform our agreement with you (the Terms of Service), to comply with legal obligations, or for our legitimate interests in operating, securing and improving the Services, in each case as permitted by applicable law. Where we rely on consent (for example for marketing or optional cookies), you may withdraw it at any time; withdrawal does not affect processing carried out before it.

5. Processing by artificial intelligence

To respond to your requests, your messages and files are processed by artificial-intelligence models — our own and those of third-party AI providers that we select at our discretion and may change at any time. These providers act on our instructions and process your data only to handle your requests. We will tell you the current categories of such providers on request.

We do not use the content of your conversations and files to train general-purpose AI models, and we do not sell your content or use it for advertising. We may use your content only: (a) to provide memory, history and personalisation within your account; (b) where you send feedback or rate a response, in which case the rated exchange may be used to improve the Services; and (c) where our systems flag it for possible abuse or a breach of the Terms of Service, in which case authorised staff or contractors bound by confidentiality may review it and it may be used to improve our safety systems. We may use aggregated or de-identified information that does not identify you to operate and improve the Services.

6. Business clients and their end users

Where a business client uses the Services — for example the agent constructor or HandOfHands — to process personal data of its own customers, employees or other individuals, the business client determines the purposes of that processing, and S.V.I. processes that data on the client’s behalf and on its instructions as a data intermediary (processor). In that case the business client’s own privacy notice applies, and individuals should direct their requests to the business client. We assist our business clients as required by law.

7. Who we share data with

We do not sell personal data. We disclose it only to the extent needed to run the Services:

• to service providers acting on our behalf: AI model providers, speech-recognition and speech-synthesis providers, hosting and infrastructure providers, analytics providers, payment providers and authentication providers (for example, Google for “Sign in with Google”);
• to our affiliates, authorised staff and contractors, within their duties and under confidentiality obligations;
• to third-party services you choose to connect, or to other persons at your direction, as needed to perform the actions you enable;
• to authorities, where required by law or where necessary to protect our rights, our users or the public;
• to a successor in the event of a merger, reorganisation, sale of assets or a similar transaction.

Recipients are required to protect the data and to use it only for the purposes we specify.

8. Storage and international transfers

Data is stored on secured servers in Singapore and may be processed by our affiliates and service providers in other countries. We transfer personal data outside Singapore only to recipients bound by contractual or other legally enforceable obligations that provide a standard of protection at least comparable to that under Singapore’s Personal Data Protection Act 2012.

9. Retention

We keep data while your account is active and for as long as needed for the purposes described in this Policy or required by law. When you ask us to delete your account, we delete or de-identify your data within 30 days, except data we must retain by law or need to resolve disputes, enforce our agreements or prevent fraud. Content flagged for a possible breach of the Terms of Service and related safety records may be kept for up to two years, and records of enforcement actions for up to seven years. Copies in backups are deleted as backups are overwritten in the normal cycle.

10. Security and incidents

We use technical and organisational measures to protect data, including encrypted connections, password hashing, access restrictions, isolation of client data, backups and monitoring. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for keeping your credentials secret.

If we become aware of a data breach that is likely to result in significant harm to you, we will notify you and the competent authorities as required by applicable law, describe what happened and the steps we are taking, and tell you what you can do to protect yourself.

11. Automated decisions

We use automated systems to measure usage, detect fraud and abuse, and apply limits. We do not make decisions that produce legal or similarly significant effects on you solely by automated means without the possibility of human review. You may request a human review of any restriction of your account at hello@svi-ai.com.

12. Cookies

• Necessary cookies and similar technologies keep you signed in across the site, Mai and the constructor and keep the Services secure.
• Analytics cookies help us understand visits and improve pages; where the law requires your consent, we use them only with it.

You can disable cookies in your browser; some features may then stop working.

13. Your rights

Subject to applicable law, you may request access to your data and its correction, export or deletion, object to or ask us to restrict processing, and withdraw consent (which may limit your access to the Services). Send requests to hello@svi-ai.com. We respond within 30 days or, if we need longer, tell you within that period when we will respond. We may ask you to verify your identity, may charge a reasonable fee for access requests where the law allows, and may decline requests where the law permits. You may also complain to your data protection authority.

14. Age

The Services are intended only for persons aged 18 or over, or the age of majority in their jurisdiction if higher. We do not knowingly collect data of minors; if we learn that we have, we delete it, and we may close accounts that we reasonably believe belong to minors.

15. Changes

We may update this Policy. We will notify you of material changes by e-mail or in the Services before they take effect. The current version is published on this page with its effective date. Your continued use of the Services after a change takes effect means you accept the updated Policy.

16. Contact

Questions and requests about personal data: hello@svi-ai.com.