Privacy Policy

01Who is the data controller

Orchexa is the data controller for orchexa.io and customer accounts. When you deploy an agent to interact with your end users, you are the controller of the conversations on your tenant; Orchexa acts as a processor on your behalf.

02Data we collect

• Account data: name, work email, company, password hash, billing details.
• Configuration data: agent prompts, knowledge documents, tools, workflows, integration credentials (encrypted at rest).
• Conversation data: chat messages, voice transcripts, audio recordings (when enabled), extracted leads, sentiment scores, outcome labels.
• Usage data: page views, feature events, latency, error logs, IP, device, browser.
• Cookies: strictly necessary (session, CSRF), preferences (language, theme), and product analytics (PostHog or equivalent, anonymized).
• Communications: support tickets, sales calls, NPS responses.

03Why we use it (lawful basis)

• Provide the Service: perform the contract with you.
• Improve reliability and security: legitimate interest in operating a stable platform.
• Bill and collect payments: legal obligation and contract performance.
• Send product and security notices: legitimate interest; you cannot opt out of essential service notices.
• Send marketing: only with consent; you can withdraw at any time.
• Comply with law enforcement requests: only when legally compelled and after legal review.

04AI training and conversation data

We do NOT use your conversations, knowledge documents, or voice recordings to train shared, third-party, or foundation models.

Anonymized, aggregated metrics (e.g., total turns, average latency, error rates) may be used to operate and improve the platform.

If you want to fine-tune a private model on your data, that requires a separate signed agreement and a dedicated training pipeline scoped to your tenant only.

05Sub-processors

We use a small set of vetted sub-processors. Categories include: cloud hosting (regional), LLM inference (Anthropic, Google, OpenAI under enterprise terms with no-training flags), voice infrastructure (LiveKit, Gemini Live), email (Postmark or equivalent), payments (Polar / Stripe), analytics (PostHog or equivalent). The current list is published on request and 30 days’ notice is given before adding a new sub-processor that processes Customer Data.

06International transfers

Inference may occur outside Vietnam at LLM provider regions. Where personal data crosses borders, we rely on standard contractual clauses, vendor enterprise terms with no-training and data deletion commitments, and tenant-level encryption. Enterprise customers can request a Vietnam- or APAC-only inference path.

07Retention

• Free Trial: 30 days then permanent deletion.
• Starter: 90 days rolling.
• Growth and Business: 365 days rolling.
• Enterprise: configurable, default 365 days, custom up to 7 years.
• Backups: encrypted, retained up to 35 days then rotated.
• Voice recordings: disabled by default; if you enable them, the conversation retention above applies.

08Connector diagnostic records

When you connect Orchexa to an AI assistant such as Claude or ChatGPT, the connector exposes one tool, orchexa_agent_test, that runs a real test conversation against your agent. Those runs are traced on our own tracing service so you can see what the agent actually did, and where the platform produces a link to that trace, the tool passes the link straight back to you in its result. This section covers what those records hold and how long we keep them.

• What a trace holds: the messages sent in the test run, the agent's replies, the tools the agent called, the model requests behind each reply, timings and token counts. It never holds your password, your payment details or your integration credentials.
• Where the link points: our self-hosted tracing service at tracing-2026.orchexa.io, which runs on our own infrastructure with its own database. Trace content is not shared with any third-party analytics provider.
• Who can open it: people signed in to that service on our side, and workspace members with the owner or admin role, who see the same trace from your Orchexa dashboard. A trace link on its own is not a key, and it opens nothing for someone without an account.
• The include_diagnostics option: set it to true on orchexa_agent_test and the result gains a short technical summary of the run, naming the internal endpoint the test used and how many turns were sent. It changes what the tool reports back to you, not what we store.
• How long we keep it: traces and the observation records under them are trimmed on a 90-day cycle, so a test run stops being retrievable within 90 days.
• How to turn it off: include_diagnostics is off by default, so leaving it out keeps the technical summary out of the result. Not calling orchexa_agent_test means no test run is created at all. If you want tracing disabled for your whole workspace, or a specific trace deleted ahead of the 90-day cycle, write to hello@orchexa.ai and we will action it.

09Security

TLS 1.2+ in transit, AES-256 at rest, per-tenant encryption keys, RBAC, audit logs (Business and Enterprise), and prompt injection defenses on every tier. See our Security page for the full overview.

10Your rights

• Access: request a copy of personal data we hold about you.
• Rectification: correct inaccurate data.
• Erasure: request deletion, subject to legal retention obligations.
• Portability: export Customer Data in JSON / CSV.
• Restriction and objection: limit or object to processing based on legitimate interest.
• Withdraw consent: at any time, without affecting prior lawful processing.
• Lodge a complaint: with the Vietnamese Ministry of Public Security or your local data protection authority.

11End user rights

If you are an end user interacting with an agent deployed by an Orchexa customer, please contact that customer first; they control your conversation data. Orchexa will support the customer’s response under our Data Processing Agreement.

12Children

The Service is not directed to children under 16. We do not knowingly collect data from children. If you believe a child has provided data, contact us and we will delete it.

13Cookies

Strictly necessary cookies are always on. Analytics and marketing cookies require your consent through our cookie banner. You can change preferences anytime.

14Changes

Material changes will be communicated at least 14 days before they take effect. The “last updated” date at the top of this Policy reflects the most recent revision.