Privacy Policy

1. Introduction

Heilo.io ("we", "our", or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our service.

2. Information We Collect

Personal Information

Name and email address (for account creation)
Phone numbers (your business number and customer numbers)
Payment information (processed by Stripe)
Business address and company name

Paid Heilo Line demo request. We collect the company tax ID (NIP), the full name of its representative and a contact phone, to check the company before payment and to register the number with the carrier. We keep the request as long as the company account and delete it with the account. A tax ID we refused a demo stays in a separate register after the account is deleted, so one company cannot file again from another account; the register holds only the tax ID and the date of the refusal.

Launch notice for your country. Heilo is not yet available in every country. On our pages in other languages you can leave your email address and choose your country to receive one message when Heilo launches there. We first send you an email with a confirmation link; the signup counts only after you confirm it, and an unconfirmed address is deleted after 7 days. We store the address, the country you chose, the language and address of the page with the form, the date, the version of the consent text and whether and when you confirmed. The legal basis is your consent (Art. 6(1)(a) GDPR). Apart from the confirmation email, we use the address only for that one message, never for advertising audiences or other marketing, and we do not pass it to advertising platforms. We keep it until we send that message, at most 24 months from signing up, and then delete it. You can withdraw your consent at any time by writing to the contact address below; we then delete your entry.

Call Data

Audio recordings of voicemail messages
Transcriptions of voice messages
AI-generated summaries and lead scores
Call metadata (duration, timestamps)

Usage Data

Browser type and version
Pages visited and time spent
Clicks and interactions
Session recordings (for support and UX improvement)

3. How We Use Your Information

To provide and maintain the Service
To process call recordings and generate transcriptions
To use AI for lead scoring and analysis
To process payments and manage subscriptions
To send service-related communications
To improve and personalize the Service
To provide customer support

4. Third-Party Services

We use the following third-party services:

Twilio - For phone call handling and recording
Google Gemini - For AI transcription and analysis
ElevenLabs - For the voice of the fictional customer in the Heilo Line demo call; it receives the caller's voice, phone number and the course of the conversation, keeps no audio and deletes its transcript after 1 day
Supabase - For data storage and authentication
Stripe - For payment processing
Sentry - For error tracking and monitoring
PostHog - For analytics and session replay
Crisp - For customer support chat
Vercel - For hosting
Resend - For sending our email, and for recording whether it was delivered or bounced
OpenAI (ChatGPT Ads) - For measuring whether our ads in ChatGPT lead to sign-ups and paid subscriptions, only with your consent (see Cookies below)
Meta (Facebook and Instagram) - For measuring and optimizing whether our ads lead to a tap on the demo number, a completed demo, a new company registration or a first payment, and, through Meta's pixel on our public pages, for counting visits and showing our ads to people who visited our website, only with your consent (see Cookies below)
Google Ads and Google Analytics - For measuring visits to our website and how our Google ads perform; until you accept cookies, Google's tags run with storage and ad personalisation denied, and in that mode Google Ads still receives a new company's first payment (see Cookies below)

Links in our invitation emails carry a short identifier so that we can tell whether the invitation was opened at all. It identifies the message, not you, we record only the first time a link is followed, and we do not use tracking pixels: nothing we send tries to detect that you have merely read it.

5. Data Retention

We retain your personal data only for as long as necessary to provide the Service and fulfill the purposes described in this policy. We keep a call recording for 365 days from the call date; after that we delete the audio, and the transcript, summary and tasks remain. You can delete a call earlier: 30 days after you move a call to the trash we erase it together with its recording, transcript and summary, and an entry with the number, the date and your notes remains.

6. Data Security

We implement appropriate security measures to protect your data, including:

Encryption of data in transit (HTTPS/TLS)
Secure authentication mechanisms
Regular security audits
Access controls and monitoring

7. Your Rights (GDPR/RODO)

Under applicable data protection laws, you have the right to:

Access - Request copies of your personal data
Rectification - Request correction of inaccurate data
Erasure - Request deletion of your personal data
Restrict processing - Request limitation on how we use your data
Data portability - Request transfer of your data to another service
Object - Object to processing of your personal data

To exercise these rights, contact us at privacy@heilo.io

8. Cookies

We use essential cookies for authentication and session management. Analytics cookies (PostHog, Google Analytics) help us understand how you use the Service, and advertising cookies and similar browser storage (Google Ads, OpenAI Ads, Meta) show us whether our ads work. The cookie banner asks for your consent to both; you can also control cookies through your browser settings.

Advertising measurement (OpenAI). If you accept cookies and an ad in ChatGPT brought you here, we keep that ad's click identifier in your browser for 30 days; after that it is deleted the next time you open our website. When you create an account or start your first paid subscription, our server tells OpenAI that this happened, together with that click identifier while it is no older than 30 days and, for a subscription, the amount of that first payment before VAT and its currency. We do not load OpenAI's measurement pixel on our pages. We never send OpenAI your name, email address, phone number, or anything from your calls, contacts or documents. Without your consent none of this happens.

Meta (Facebook and Instagram) helps us measure and optimize our ads. With your consent, if you create a new company in Heilo, our server may send Meta the registration event name and time, a random event ID, the page address without parameters, the Meta ad click identifier (fbc), and the browser user-agent. These last two are online identifiers. From our server we do not send Meta your IP address, name, email address or phone number, even in hashed form, or any call, contact or document data. The one exception is described below under “Ad audiences from our own contact lists”: we may upload to Meta, as an ad audience, a one-way hash (SHA-256) of the email address of people who already have contact with Heilo. We keep the click identifier for up to 30 days. Withdrawing consent removes it and conversions still waiting to be sent; it cannot undo a transmission already in progress or an event Meta has received.

Meta pixel (consent version 8). On heilo.io's public pages (the home page, product pages, Know How, the API documentation, features, terms and this policy) we load the pixel of Meta Platforms Ireland Ltd. after you consent. For each page you open, your browser sends Meta a PageView event with the page address, the address of the previous page, the time, browser and device data and your IP address; the pixel stores the _fbp cookie and, after a click on a Meta ad, the _fbc cookie, each for up to 90 days. This measures traffic from our ads and lets us show Heilo ads on Facebook and Instagram to people who visited our website (custom audiences). The pixel is not loaded on sign-in, registration, the contact form, the demo, a demo result or the app, nor when the address of the page or the page before it carries anything other than campaign tags. The pixel's automatic events and automatic advanced matching are switched off, so it does not read forms or buttons, and we do not send Meta your name, email address or phone number. Heilo and Meta are joint controllers for this collection (Article 26 GDPR, Meta's Controller Addendum: https://www.facebook.com/legal/controller_addendum); Meta's further processing, including possible transfer to the United States, follows its own policy (https://www.facebook.com/privacy/policy). Withdrawing consent removes the pixel's cookies from your browser at once; data Meta has already received cannot be recalled.

Ad audiences from our own contact lists. Separately from measuring visits, we may upload to Meta, as a list for showing our ads again, a one-way hash (SHA-256) of the email address of people who already have contact with Heilo: holders of a Heilo account, people invited to or interested in the beta, and people who asked about call recording. Meta compares the hash with the hashes of its own users and, where it matches, may show those people Heilo ads; it does not tell us who matched. We never upload data of our customers’ callers or contacts, call content, or phone numbers. The legal basis is our legitimate interest in promoting our own services (Art. 6(1)(f) GDPR). You can object at any time by writing to the contact address below; we then remove your hash from the audience and exclude you from future uploads. Meta processes the hash as a recipient under its own terms.

First-payment measurement (consent version 6). A purchase is the first actual positive subscription payment of a new company, including after a free period. Later payments are not new customer acquisitions. Meta may receive Purchase, the payment time, a random event ID, the parameter-free /upgrade address, fbc and browser user-agent, and the net amount and currency. We retain fbc and user-agent together for up to 30 days after the click and clear them on withdrawal. Google Analytics and PostHog receive purchase, a random ID, net value and currency only with consent. Google Ads receives it without consent too: Google’s tag then runs in Google Consent Mode, without advertising cookies and without ad personalisation. The ID lets Heilo reconcile measurement with the first-payment record. It is not an access token. We do not send Stripe invoice details, payment-card data or call content. Browser delivery requires returning to the app within 24 hours of payment. The bookkeeping record of a payment is independent of marketing consent.

The Heilo Line demo is a conversation with a fictional customer. After the notice and consent by pressing 1, we record and process the tester’s replies; the result is shown on the website after entering an access code sent by SMS to the tester’s number. The 6-digit code is valid for 7 days; after opening, the result remains accessible in that browser for at most 7 days. We keep the demo recording for up to 365 days to assess the quality of the demo, then delete it. We keep the transcript and the processed result for the same purpose with no fixed end date, and delete them earlier at your request. ElevenLabs provides the fictional customer’s voice: during the call it receives your voice, phone number and the course of the conversation, keeps no audio and deletes its transcript after 1 day. The code is not sent to advertising or analytics tools. Call content, the number and fictional customer details do not enter demo advertising or analytics. Separate measurement consent (version 5) allows an anonymous browser session lasting at most 7 days. Entering the code in an earlier browser with still-valid consent observed before the call associates a completed demo with a visit; it does not verify caller identity. Google Ads, Google Analytics and PostHog receive demo completion or result-view events and a random event identifier. It lets Heilo reconcile measurement with the corresponding demo record in our database. It is not an access token. Meta may receive HeiloDemoCompleted with its time, a random ID, the parameter-free /demo address, fbc and browser user-agent. We add no call data or access token. With version-9 consent, Meta may also receive HeiloDemoCallIntent when you tap the demo number button on your phone on the home page or the demo page: its time, a random ID, that page’s parameter-free address, fbc and browser user-agent, at most once per anonymous session and once per ad click. It carries no phone number and no indication of whether a call took place. So that one ad click counts only once, we keep a hash of its identifier for 7 days. The measurement handoff marker expires after 10 minutes. Without prior consent, the demo and private result work and no advertising conversion is sent. Withdrawal cancels pending measurement without requiring an account; an ongoing transmission or an event already received cannot be recalled.

You can change your answer at any time with the "Cookie settings" button in the footer of our website and of the app, or right here: . Withdrawing consent removes the advertising identifiers from your browser at once, and from our records together with any measurement still waiting to be sent: immediately when you are signed in, otherwise the next time you sign in to the app. Anonymous demo measurement is withdrawn when the browser relays the refusal, without requiring sign-in.

9. Children's Privacy

Our Service is not intended for use by children under the age of 16. We do not knowingly collect personal information from children.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date.

11. Contact Us

If you have any questions about this Privacy Policy, please contact us:

Email: privacy@heilo.io