Privacy Policy

This Privacy Policy explains how Loop LLC ("Loop", "we", "us", or "our") collects, uses, shares, and protects personal data in connection with the Loop platform, websites, dashboard, and related services (together, the "Services").

Loop LLC is a company registered in the Republic of Armenia. Registration No. 999.110.1581923. Registered address: H 14/19, G-1 District, Ajapnyak, Yerevan, Yerevan 0048, Armenia.

If you have questions about this Policy or about your data, contact us at [email protected].

1. Our two roles

Loop handles personal data in two different roles, and it is important to understand which applies.

(a) Loop as controller. For data about our own customers and website visitors, Loop decides why and how the data is processed. This includes account details, billing information, product usage and analytics, support communications, and information collected through our website. For this data, Loop is the controller.

(b) Loop as processor. When a business uses Loop to communicate with its own customers, the conversation content that flows through the connected channels (such as WhatsApp, Instagram, email, Telegram, and voice) belongs to that business. The business decides why and how that content is used. For this content, the business is the controller and Loop acts as a processor, handling the content on the business's instructions and under our agreement with that business (including, where applicable, a data processing agreement). If you are an end customer of a business that uses Loop, you should contact that business about its own privacy practices.

The rest of this Policy focuses mainly on data for which Loop is the controller, and explains our processor role where relevant.

2. Data we collect

• Account and profile data. Name, business name, email address, phone number, login credentials, and role.
• Billing data. Plan, billing details, and transaction records. Card details are handled by our third-party payment processor and are not stored by Loop.
• Usage and device data. How you interact with the Services, log data, device and browser information, IP address, and similar technical data.
• Support data. Messages and information you send us when you contact support or request help.
• Channel connection data. Information needed to connect your messaging channels, such as tokens and account identifiers provided when you link WhatsApp, Instagram, Telegram, email, or voice.
• Conversation content (processor role). Messages, media, contact details, and related data that pass through the Services when you communicate with your customers. Loop processes this on your behalf as described in Section 1(b).
• Cookies and similar technologies. See our Cookie Policy for detail.

3. How we use data

As controller, we use personal data to:

• provide, operate, secure, and maintain the Services;
• create and manage accounts, and authenticate users;
• process payments and manage billing;
• provide customer support and respond to requests;
• understand how the Services are used and improve them;
• develop and improve our features, including our AI features (see Section 4);
• send service, security, and administrative messages;
• send marketing communications where permitted, which you can opt out of; and
• comply with legal obligations and enforce our terms.

4. AI features and model improvement

The Services include AI agents and AI-assisted features. To provide these, content may be processed by AI providers that power the features (see Section 6).

Loop may use conversation content and usage data to develop, maintain, and improve its own AI agents and features and the Services generally. Where we do this, we use aggregated or de-identified data where practical.

Loop does not sell conversation content, and does not make conversation content available to third parties for the purpose of training their own general-purpose models.

Where a business customer has a separate agreement or data processing agreement with us, that agreement may set different or additional terms for how conversation content is used, and those terms will apply to that customer.

5. Legal bases

Where data protection law requires a legal basis, we rely on: performance of a contract with you; our legitimate interests in operating, securing, and improving the Services; your consent, where we ask for it (for example for certain cookies or marketing); and compliance with legal obligations. Where we act as a processor, our lawful basis is the instruction and agreement of the business customer who is the controller.

6. Who we share data with (sub-processors and providers)

We share data with service providers who help us run the Services. These act on our instructions and are bound by confidentiality and data protection obligations. Our main categories of providers are:

• Hosting and infrastructure. Railway, which hosts our application and database in the United States (US-West, San Francisco region).
• AI providers. Anthropic, OpenAI, and Google (Gemini) for AI agent and AI-assisted features, and Munsit (CNTXT AI) for Arabic speech-to-text.
• Messaging channel providers. Meta Platforms, for the WhatsApp and Instagram channels (accessed through the Meta Cloud API and, where applicable, a business solution provider), and Telegram, for the Telegram channel. Data handled through these channels is also subject to the relevant provider's own terms and policies.
• Email delivery. Email sent and received through the email channel is transmitted over SMTP using the mail configuration set up for the account.
• Billing and invoicing. Zoho, for invoicing and billing administration.
• Payment processing. A third-party payment processor, which handles card payments. Loop does not store full card details.
• Analytics. Vercel (Web Analytics and Speed Insights), which provide privacy-friendly usage and performance measurement. Vercel does not use cookies and does not store personal data on your device.

We may also share data where required by law, to protect our rights or the safety of others, or in connection with a merger, acquisition, or sale of assets, in which case we will take reasonable steps to protect your data.

We do not sell personal data.

7. International transfers

Loop is based in Armenia and our hosting and several of our providers are located in the United States. This means your data, including data of users and customers located in the GCC, the EU, and elsewhere, is transferred to and stored in the United States and may be processed in other countries where our providers operate.

Where such transfers are subject to data protection law, we take steps to ensure an appropriate level of protection, such as relying on recognized transfer mechanisms and requiring providers to protect the data.

8. Data retention

We keep personal data for as long as your account is active and for as long as needed to provide the Services.

After your account is cancelled or deleted, we delete conversation content and personal data within 90 days. Backups are deleted on their normal backup cycle. We may retain certain records for longer where we are required to by law, for example invoices and other financial records that we must keep under applicable accounting and tax rules, and information we need to resolve disputes or enforce our agreements.

Where Loop acts as a processor, retention and deletion of conversation content also follow the instructions of the business customer and any agreement with them.

9. Your rights

Depending on where you live and the applicable law, you may have rights to: access the personal data we hold about you; correct inaccurate data; delete your data; object to or restrict certain processing; withdraw consent; and receive a copy of certain data in a portable format.

To exercise these rights, contact [email protected], or use the in-app controls in your account. You can also delete your account and data as described in our Data Deletion instructions. We will respond within the time required by applicable law.

If you are an end customer of a business that uses Loop, please direct requests about your conversation data to that business, which is the controller of that data. We will support that business in responding.

10. Security

We use technical and organizational measures designed to protect personal data against unauthorized access, loss, or misuse. No system is completely secure, and we cannot guarantee absolute security. You are responsible for keeping your account credentials safe.

11. Children

The Services are for businesses and are not directed to children. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, contact us at [email protected].

12. Changes to this Policy

We may update this Policy from time to time. When we do, we will change the "Last updated" date, and where changes are material we will take reasonable steps to notify you. Your continued use of the Services after changes take effect means you accept the updated Policy.

13. Contact

For any privacy question or data request, contact:
Loop LLC
H 14/19, G-1 District, Ajapnyak, Yerevan, Yerevan 0048, Armenia
Email: [email protected]