Privacy Policy

The data controller within the meaning of the General Data Protection Regulation (GDPR) is:

Legal entity	InterIP Networks B.V.
Address	Linnewever 18, 2292 JH Wateringen (Nederland)
Chamber of Commerce	27183782
Privacy contact	support@zelixai.ai
Platform	ZelixAI — https://zelixai.ai

ZelixAI is an AI customer service platform. We process the following categories of data:

2.1 Chat widget visitors

Data	Purpose	Storage location
Chat messages (text)	Generate AI response, conversation history	Customer database (isolated)
Session ID (anonymous)	Link conversation across pages	Customer database + browser
Language preference	Response in the correct language	Customer database
IP address	Fraud detection, rate limiting	Server logs (30 days); may also be in the audit log (see section 5)
Consent timestamp	GDPR proof of consent	Customer database

2.2 Registered customers

Data	Purpose
Email address, name	Account, authentication, transactional email
Company name, sector	Bot personalization, billing
Invoice data	Legal retention obligation (7 years)
API keys (encrypted)	Connection to cloud AI providers
Chat conversations, ticket data	Customer service history

2.3 What we do NOT process

2.4 Recognition of returning visitors (opt-in)

If you give consent, we place a single random, server-side generated token (a UUID) in your browser's local storage (localStorage). This allows the bot to recognise you on a return visit and continue the context of earlier conversations. No conversation content is stored in your browser — only the token. All conversation content remains in the isolated customer database.

Retention: the recognition token remains stored in your browser until you withdraw your consent (see below).

Right to erasure: using the reset button in the chat widget withdraws your consent at any time. The token is immediately revoked and removed from your browser, after which it is no longer used for recognition.

Proof of consent: the moment you give consent is recorded as GDPR proof of consent.

2.5 Personal link in a letter from a partner

Brands and resellers of InterIP, such as Domeinhost.nl, Goedkoop Hosting and De Registratiedienst, may put a personal link to ZelixAI in a letter to their own customers. If you click it, we record the time of the click, a shortened IP address (never the full address), your browser, and whether the visit looks like a mail scanner. For each letter the sender gives us your customer number, name, e-mail address, domain name, subject and send time. We also record whether you then create a ZelixAI account, through that link or with the same e-mail address, and the package revenue of that account. This shows us which letter creates interest in ZelixAI. No cookie is set and nothing is stored on your device. You can object to this (see sections 9 and 12): you then get a plain link and we delete your letters, clicks and links to accounts.

2.6 Arriving through an ad

If you reach our site through an ad in ChatGPT, we keep with your account where you came from: the source of the ad, the click code of that ad and the page you landed on. We do this to measure which ads lead to an account. We share this data with no one. We place no cookies and store nothing in your browser for this; the details travel along in the link. We keep them with your account for at most 12 months; if you delete your account sooner, they are removed with it. You can object to this using the contact details in this statement.

2.7 Visitor statistics for this website

To see how people find and use this website, we count visits from the server logs, which we keep for 30 days. For each day we count how many visitors there were and how many pages they viewed, by part of the site, by origin (for example a search engine, a link on another site or a direct visit), by country and by language version of the site. We derive the country from your IP address. We keep only those counts, no IP addresses and no other data per visitor. We place no cookies and load no scripts for this.

Processing	Legal basis (GDPR art.)
Processing chat conversations	We are a processor on behalf of the organisation behind the chatbot (Art. 28 GDPR); that organisation determines the legal basis
Account creation and management	Performance of contract (Art. 6(1)(b))
Billing and tax administration	Legal obligation (Art. 6(1)(c))
System security, fraud prevention	Legitimate interest (Art. 6(1)(f))
Provider switch to cloud (opt-in)	Explicit consent (Art. 6(1)(a) + Art. 49)
Measuring whether a personal link in a partner letter creates interest, and whether an account follows	Legitimate interest (Art. 6(1)(f)), with the right to object
Measuring which ads lead to a free account	Legitimate interest (Art. 6(1)(f)), with the right to object
Counting visits to this website (only the counts are kept)	Legitimate interest (Art. 6(1)(f))

4.1 Standard

Chat messages are processed by an AI provider. In the default setting this processing can also take place outside the EU; from Plus you can choose processing within the EU only. Section 4.4 lists the providers we use.

4.2 EU-only (from Plus)

With EU-only, the bot uses only AI models that run in the EU. At the moment that is a model at OVHcloud in France, which we reach through our own gateway. The automatic misuse check also stays within the EU. Speech recognition through cloud providers is switched off in this setting; speech recognition then only works through our own speech server. Section 4.4 lists which providers process messages.

For every AI provider we use, in every privacy setting, the following applies:

• Your messages are sent to the external provider for processing (inference).
• The provider processes your messages according to its own privacy policy and data processing agreement.
• Messages are not used for training models.
• Transfers outside the EU take place on the basis of SCCs (Art. 46 GDPR) or the EU-US Data Privacy Framework.

4.3 Local only (the customer's own AI server)

Local only is meant for customers with their own AI server and can only be chosen once that server is connected to the account. The bot then uses that own server first. In this setting it can also use an AI provider that we have approved for this setting; at the moment that is OVHcloud in France. In this setting, knowledge base search works on keywords.

4.4 Which AI providers do we use?

Provider	Country	Transfer basis	Privacy policy
Tokonomix (our own AI gateway, InterIP Networks B.V.)	Netherlands (own servers)	n/a — no transfer	—
Anthropic	US	SCCs and/or EU-US Data Privacy Framework	anthropic.com/privacy
Google	US	SCCs and/or EU-US Data Privacy Framework	policies.google.com/privacy
OpenAI	US	SCCs and/or EU-US Data Privacy Framework	openai.com/policies/privacy-policy
OpenRouter	US	SCCs and/or EU-US Data Privacy Framework	openrouter.ai/privacy
OVHcloud	France (EU)	n/a — no transfer	ovhcloud.com/en/gdpr
Customer's own local models	EU (own servers)	n/a — no transfer	n.v.t.

Which provider processes a message depends on the bot's level and the privacy setting; if a provider fails, we switch to another one from this list. Requests go through our own gateway, or directly to Anthropic. OpenRouter is a reserve route that can be used during outages. With EU-only, the bot uses only OVHcloud for its answers. OVHcloud also builds the search index of the knowledge base (embeddings). Speech recognition runs through our gateway, through OVHcloud or through our own speech server. The automatic misuse check and the summaries for visitor memory (see 7b) use providers from this list.

Category	Retention period	Reason
Chat conversations (standard)	90 days	Customer service history, quality improvement
Chat conversations (no-log mode)	30 days	Minimal retention after visitor request
Account data (active)	As long as the account exists. After an account is stopped, we delete its data automatically 90 days later.	Performance of contract
Invoice data	7 years	Legal retention obligation
Server logs (IP addresses)	30 days	Security and fraud detection
Audit log (with full IP address)	2 years, then deleted automatically, also if the account ended earlier (proof of a completed erasure request: 12 months)	Security, compliance
Password reset links	24 hours	Security
Partner letters, clicks and link to an account	12 months	Measuring interest per letter; deleted at once on objection
Reports of illegal content	6 months after handling, then deleted automatically	Assessing the report and telling the reporter the outcome (DSA)
Withdrawals from a purchase	7 years after handling, then deleted automatically	Handling the withdrawal and the refund; statutory tax retention

Conversations (for active accounts only) and conversations in no-log mode are deleted or anonymised automatically when their period ends; server logs are deleted automatically after 30 days. For the other categories in this table, automatic deletion has not been set up yet.

When you open the chat widget, you can indicate via the privacy settings that you do not wish any logging. In that case:

• Your messages are not used as a source for Q&A knowledge queries.
• Your conversation will be automatically and permanently deleted after 30 days.
• The conversation is temporarily stored during the session so the AI has context.
• Your choice applies to the current conversation. You can make a new choice for each conversation.

The no-log choice is stored as an anonymous session flag — we do not link it to a personal profile.

We share personal data with third parties only in the following cases:

• AI providers (processors): To answer chat messages, within the privacy setting chosen by the organisation behind the chatbot (see section 4). Section 4.4 lists these providers.
• Payment service providers: Payment processing; we only receive a payment confirmation, no card data.
• Hosting & infrastructure: Our own servers are located in a data centre in the Netherlands; encrypted back-ups are stored in France. More information is available on request. No transfers outside the EEA without appropriate safeguards.
• Legal obligation: Upon lawful request from competent authorities.

International transfers to countries outside the EEA take place exclusively on the basis of:

• Standard Contractual Clauses (SCCs) adopted by the European Commission (Art. 46(2)(c) GDPR), and/or
• The EU-US Data Privacy Framework (Art. 45 GDPR), insofar as the provider is certified thereunder.

For bots with the visitor memory feature enabled, we automatically generate a short summary after each conversation. This summary is stored and used on your next visit so the bot can better help you. We also store vector representations (embeddings) of your messages so the bot can answer deeper questions about your conversation history. Data is retained for as long as your visitor token is active, and is automatically deleted after the configured inactivity period. You can delete all your memory data at any time using the "Forget everything" button in the widget.

• Sub-processors: Anthropic (cloud summaries), OVH AI Endpoints (cloud embeddings)
• Retention: Equal to the visitor-token retention (configured per bot)
• Right to erasure: Use “Forget everything” in the widget or contact us at support@zelixai.ai.

We take appropriate technical and organizational measures to protect personal data:

• Encryption of sensitive fields (API keys, passwords) with AES-256-GCM.
• HTTPS/TLS for all data transfers.
• Customer isolation: each customer has their own database without access to other customers.
• Access control with role-based permissions and two-factor authentication (2FA).
• Audit log of all administrator actions involving personal data.
• Regular backups stored encrypted.
• Rate limiting and brute force protection on all API endpoints.

Under the GDPR, you have the following rights:

We respond to requests within 30 days (Art. 12 GDPR). Complex requests may be extended once by 60 days.

You can request deletion of your personal data via:

1. Portal account: You cannot delete your account yourself; there is no button for this. Send a request to support@zelixai.ai. An administrator handles it manually: an account without payment history is deleted entirely, including chat history and customer profiles. An account with payment history is cancelled; we keep invoices and payment records because of the statutory retention obligation. We respond within the period stated in section 9. After an account is stopped, we delete its database and stored files automatically 90 days later.
2. By email: Send a request to support@zelixai.ai including your email address and (if known) your account ID or company name.
3. Chat conversations on one of our customers' websites: The organisation behind the chatbot decides about those conversations. Click the privacy icon in the chat and choose "Delete my data". You confirm your e-mail address with a code; your request then goes to that organisation, which handles it in our portal. You will receive an e-mail once it has been handled. You can also contact that organisation directly.

Note: data required for legal retention obligations (e.g. invoices) cannot be deleted before the legal period expires (Art. 17(3)(b) GDPR).

Please note: notification emails already sent to the website administrator (for example, a message forwarded by the chatbot) cannot be recalled. They fall outside the automated erasure cascade and may remain as an accepted residual risk in the administrator's mailbox.

If you believe we are not processing your personal data in accordance with the GDPR, you can file a complaint with the Dutch Data Protection Authority:

• Website: autoriteitpersoonsgegevens.nl
• By phone: +31 70 888 8500

However, we kindly ask you to contact us first so we can resolve the issue.

For questions about this privacy policy or to exercise your rights, contact:

Email	support@zelixai.ai
Organization	InterIP Networks B.V.
Address	Linnewever 18, Wateringen

This privacy policy was last updated on 31 oktober 2026. We reserve the right to amend this policy; material changes will be communicated at least 14 days in advance.