Privacy Policy

This Privacy Policy explains how Dwel AI Ltd (Dwel, we, us, our) handles information when you use the Dwel web application and voice companion (the Service). It should be read together with our Terms and Conditions.

Dwel AI Ltd is a company registered in England and Wales (company number 15899996), registered office 45 Albemarle Street, Mayfair, London, England, W1S 4JL.

1. Our approach

The Service is designed to work without identifying you. We do not ask for your name, email address, account, or any other directly identifying information in order to use it.

Where any information we hold is capable of identifying you, we treat it as personal data and handle it in accordance with UK GDPR and the Data Protection Act 2018.

2. Information we process

• Conversation content (your questions and Dwel responses), used to operate sessions and improve service quality.
• Voice audio while you hold talk controls, processed for transcription. Raw audio is not retained after transcription.
• Technical and usage data such as browser/device type, session identifiers, and basic interaction logs.
• Venue context used to answer your questions. This is venue data, not personal profile data.

3. Why we process information

• Provide and operate the Service you chose to use.
• Capture and transcribe voice input when microphone access is granted.
• Maintain security and prevent misuse.
• Improve quality and accuracy of responses.
• Produce aggregated, non-identifying venue insights.

4. Sharing information

We use contracted processors to provide components of the Service, including speech recognition, language model infrastructure, speech synthesis, hosting, analytics, and storage.

We may also disclose data when required by law or in connection with a business transfer. We do not sell your personal information.

5. International transfers

Some suppliers process data outside the UK, including in the United States. Where this occurs, we apply appropriate safeguards under UK data transfer rules.

6. Retention

• Raw voice audio is not retained after transcription.
• Anonymised conversation content is retained while useful for service operation and improvement.
• Technical and security logs are retained for a limited period.

7. Your rights

Where we hold personal data about you, you may have rights including access, correction, erasure, restriction, objection, and portability. Because the Service is designed to avoid identification, we may not always be able to link records to a specific person without reference data.

8. Cookies and similar technologies

The Service uses technologies needed for core operation and security. For details, see our Cookie Policy.

9. Security

We use technical and organisational safeguards including encryption in transit, access controls, and supplier due diligence.

10. Children

The Service is not directed at children under 13. If you believe a child's personal data has been processed, contact us and we will review and act appropriately.

11. Contact and complaints

12. Changes to this policy

We may update this policy from time to time. Material changes will be made prominent in the Service.