Privacy Policy

Last updated: March 2026

1. Introduction

Koala AI Solutions Pvt Ltd ("Company", "we", "us", or "our") operates the HeyKoala platform and website at heykoala.ai ("Service"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Service.

By accessing or using HeyKoala, you agree to the terms of this Privacy Policy. If you do not agree, please discontinue use of the Service.

2. Information We Collect

2.1 Information You Provide

  • Account Information: Name, email address, phone number, company name, and job title when you create an account or request a demo.
  • Payment Information: Billing address and payment method details. Payment processing is handled by our third-party payment processors; we do not store full credit card numbers.
  • Communications: Any information you provide when contacting our support team, submitting feedback, or participating in surveys.
  • Property Data: Hotel, restaurant, or business operational data you input into the platform, including menus, room configurations, and guest interaction logs.

2.2 Information Collected Automatically

  • Usage Data: Pages visited, features used, time spent on pages, and interaction patterns within the platform.
  • Device Information: Browser type, operating system, device identifiers, and IP address.
  • Log Data: Server logs including access times, referring URLs, and error logs.

2.3 AI Interaction Data

When guests interact with HeyKoala AI agents (via voice, WhatsApp, or other channels), we collect conversation transcripts, voice recordings (where applicable), and interaction metadata to provide and improve the Service.

3. How We Use Your Information

We use the information we collect to:

  • Provide, operate, and maintain the Service.
  • Process transactions and send related information.
  • Improve, personalize, and expand the Service, including training and improving AI models.
  • Communicate with you, including for customer service, updates, and marketing (with your consent).
  • Monitor and analyze usage patterns and trends to improve user experience.
  • Detect, prevent, and address technical issues, fraud, or security breaches.
  • Comply with legal obligations.

4. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to collect and track information about your activity on our Service. These include:

  • Essential Cookies: Required for the Service to function properly, including session management and authentication.
  • Analytics Cookies: We use Google Analytics (GA4) to understand how users interact with our website. Google Analytics collects information anonymously and reports website trends.
  • Functional Cookies: Used to remember your preferences and provide enhanced functionality.

You can control cookie preferences through your browser settings. Disabling certain cookies may affect the functionality of the Service.

5. Third-Party Services

We may share your information with third-party service providers that assist us in operating the Service, including:

  • Cloud Infrastructure: For hosting and data storage.
  • Payment Processors: For handling billing and payments securely.
  • Communication Providers: Including WhatsApp Business API and Twilio for messaging and voice services.
  • Analytics Providers: Including Google Analytics for website usage analysis.
  • PMS/POS Integrations: Data shared with property management and point-of-sale systems as configured by you.

These third parties are contractually obligated to protect your information and use it only for the purposes we specify.

6. Data Retention

We retain your personal information for as long as your account is active or as needed to provide the Service. Specifically:

  • Account Data: Retained for the duration of your account and up to 90 days after account deletion.
  • AI Interaction Data: Voice recordings and transcripts are retained for up to 12 months unless a longer retention period is required by law or requested by you.
  • Billing Data: Retained for up to 7 years to comply with tax and accounting requirements.
  • Analytics Data: Aggregated and anonymized data may be retained indefinitely for product improvement purposes.

7. Data Security

We implement industry-standard security measures to protect your information, including:

  • Encryption of data in transit (TLS 1.2+) and at rest.
  • Regular security audits and vulnerability assessments.
  • Access controls and authentication requirements for all personnel.
  • SOC 2 compliant infrastructure.

While we strive to protect your data, no method of transmission over the Internet or electronic storage is completely secure. We cannot guarantee absolute security.

8. Your Rights

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

  • Access: Request a copy of the personal data we hold about you.
  • Correction: Request correction of inaccurate or incomplete data.
  • Deletion: Request deletion of your personal data, subject to legal retention requirements.
  • Portability: Request your data in a structured, commonly used, machine-readable format.
  • Objection: Object to processing of your personal data for direct marketing purposes.
  • Restriction: Request restriction of processing in certain circumstances.

To exercise any of these rights, please contact us at [email protected]. We will respond to your request within 30 days.

9. Children's Privacy

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

10. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. We ensure that appropriate safeguards are in place to protect your data in accordance with this Privacy Policy and applicable data protection laws.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the updated policy on this page with a revised "Last updated" date. Your continued use of the Service after changes constitutes acceptance of the updated policy.

12. Contact Us

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

  • Company: Koala AI Solutions Pvt Ltd
  • Email: [email protected]
  • Address: Mangaluru, Karnataka, India