Privacy Policy

The controller of personal data is ANOVIA Finance s.r.o., company ID 01757237, Na Zamku 636, 250 81 Nehvizdy, Czech Republic, the operator of Lorela ("we" or "us"). For the content of calls that Lorela takes in your name as a business owner, we may, depending on the circumstances, also act as a processor for you, the controller of your callers' data. Some US states require everyone on a call to agree to recording. You are responsible for giving your callers any notice the law requires.

About you: your email, the name Lorela uses for you when she greets callers, a description of your business and your phone number - which we also use to recognize calls forwarded from it to the Lorela number.

About callers: their phone number, their name (if they give it or you have it saved in your contacts), and the transcript and summary of the call.

Contacts you upload (name and phone number), so we can look up who is calling.

About people who email us about using Lorela on more lines or for a larger team: their email address, name and the message they send, which we use to answer them.

About people who want to try Lorela through a lead form in an ad on Facebook or Instagram: name, phone number and email, the answers to the form's questions (including whether they agreed to a demo call and a follow-up email), and a record of the submitted form including the ad and the time. We use the data for the demo call they asked for, the follow-up email and to see where interested people come from.

We retrieve the data of that form from Meta's lead interface and keep it in our own records, so we can place the demo call you asked for. It consists of the data from the form and a record of its submission.

The content of your conversation with the Lorela text assistant in the chat on the website and in the app - for a signed-in account including facts about the account and the results of lookups the assistant asks for when answering.

Besides the calls Lorela handles on behalf of our customers, we run our own public phone numbers - the Lorela demo and phone support. Those calls are transcribed too, and the record (transcript, summary and, with our processor ElevenLabs, the audio recording) is stored the same way as for calls handled in a customer's name, under the rules in this section. This applies whether you use Lorela, or you are just trying the demo or calling support.

Processing is necessary to provide the service you have signed up for (performance of a contract) - answering the call, holding the conversation, creating and delivering the summary.

We process data for running and securing the service on the basis of our legitimate interest.

When you ask Apple for a refund for a subscription bought through the App Store and Apple asks us how the service worked, we tell Apple whether Lorela was available to you and whether she handled calls for you, and, where applicable, our position on the request. This happens on the basis of our legitimate interest in fair handling of the request and only on the basis of your consent in the terms of service. When answering this question we do not pass Apple the content of calls, contacts or other details about callers.

We send Meta an encrypted fingerprint (hash) of your phone number and email - if you use Lorela, or you show interest in it through a demo call, a form on our site or in an ad, an inquiry or a call to our sales line - so we can target ads to people who already are, or could become, customers, and measure how well they work. We keep your account's number in the customer audience as long as the account exists - once it stops existing, we remove the number from it at the next daily sync. But if we received the number earlier also through your interest in the service (a demo call, a form, the sales line), it stays in the prospect audience as described in the next sentence. A prospect's number stays in the audience with no fixed deadline, for as long as we keep it in our prospect records (see the section Numbers that called us or signed up for a demo, below). We send Google an encrypted fingerprint of your phone number and email when you pay for a subscription, so we can measure which ads lead to a payment. The legal basis for both is our legitimate interest in effective advertising (Art. 6(1)(f) GDPR), not consent to cookies - it happens whether or not you click the consent bar on the site. Google and Meta keep the individual conversion events under their own terms. You can object to this at any time - email hello@lorela.ai and we will stop the transfer for you.

We use call recordings and transcripts to help Lorela better understand names, addresses and the way people talk on the phone. The legal basis is our legitimate interest in making the service work better.

In your account settings there is a switch called Help improve Lorela. It is on by default; once you turn it off, your calls are no longer used for this purpose, and it has no effect on how the service works.

We never sell call data or hand it to third parties for commercial use. We are arranging by contract that our suppliers' models do not learn from it - until we have that confirmed, we don't claim it.

Once a week we also evaluate some of the calls, to monitor and improve the quality of how Lorela handles them: a random sample of calls and, for lines already served by our own voice engine, all calls from the past week plus some older calls for comparison. We first pseudonymize the call transcript automatically, without using an AI model: we replace names, companies, places, emails, websites, account numbers and other sensitive numbers with tags, and phone numbers with random digits. Pseudonymization is automated and may occasionally miss something. A language model then reviews the pseudonymized transcript as an independent "judge". It rates how Lorela did, not you or the caller. The results are summary statistics and quality scores for our internal use; none of it goes back to you, to callers or to anyone else.

For calls that Lorela handles in your name, we do not act here as your processor following your instructions, but in our own interest as the operator. The legal basis is our legitimate interest in the quality and improvement of the service (Art. 6(1)(f) GDPR); the data processing agreement covers this in Article 9. The switch Help improve Lorela relates to the improvement described in the section Improving Lorela above and does not turn this quality review off.

If you don't want your calls to go into the review, email hello@lorela.ai and we will take your account out of it. A caller can object the same way at any time: they just write the number they called from to the same address, and we will stop including their calls in the review.

When you ask for a demo call, fill in a form on the website or call our sales line, we keep your phone number, your name and where you heard about us, so we can get in touch and not offer you the same thing twice. The legal basis is our legitimate interest in offering our own service.

We may contact you by phone or email. Any time you say you don't want that, we stop contacting you and note the number as blocked - we keep this record permanently, precisely so we don't contact you again.

None of this applies to people who call our customers. The number of someone calling a customer's Lorela number never enters any sales records, and we never call or write to them on that basis.

We keep the transcript and summary of a call for a year after the call, then delete them automatically. A year, because that is the usual window for sorting out what was agreed. We don't store the audio recording of a call on our own servers - after the call our processor ElevenLabs holds it, and you can play it in the mobile app. We don't currently have a contractual deadline after which it deletes the recording; we are working on that and don't want to state a number we would be making up. A call you delete in the app disappears from your list, and from the trash after 30 days - on our side it lives out the same one-year period as any other call and is then deleted automatically.

We keep your account details while you use Lorela, or until you ask us to delete them. When you close your account, we delete synced contacts right away, within 30 days at the latest. The account itself stays restorable for another 24 hours: anyone who signs in again with the same phone number or email in that time gets their original profile back (without the address book, which is gone for good). After that deadline you can't sign in to the original account; the exception is the personal link in the message (email) you get after closing your account: it restores the original profile (without the address book) later too, for as long as the link is valid (400 days from when the message was sent), and only for an account with a card saved with the payment processor. Call transcripts and summaries live out their one-year period from the call even after the account is closed - we need them for our records and to show what the service handled for the account. We keep a record that the account existed (name, contact details, plan, and the dates it started and ended) for customer records and accounting. The Lorela number is shared by all accounts, so after you close your account we don't hand it to anyone and we don't call your number to check the forwarding; you turn forwarding off on your phone with the code (*73 on Verizon, ##002# on T-Mobile and AT&T). We keep the email address of a closed account only to remind you about that code, at most three times, as long as calls from your number still arrive at the Lorela number. If you want calls or the whole record deleted sooner, write to us at the address below and we will take care of it within 30 days.

Inquiries about more lines or a larger team arrive by email and are kept like any other email to us, for the period given in the section Email support below.

We keep the details of someone who wants to try Lorela through a form in an ad on Facebook or Instagram with no fixed deadline, for as long as that number remains a potential prospect for the service - just as for you as a user above. The transcript and summary of any call with such a prospect follow the same one-year period as for callers.

We keep your chat history with Lorela for 24 hours for the anonymous chat on the website and 7 days for the chat in the signed-in app, then delete it automatically. Separately, we keep the last 200 conversations from the chat on the website for 30 days, so we know what people ask and can improve the answers. For such a conversation we also keep the message times, the page it was written from and the marketing source of the visit; if someone orders a demo call right in the chat, we also keep the phone number they left for that call.

The questions you type into the "Ask me..." field in the forwarding guide, together with the answer you get, we keep for 30 days (the last 50 per account at most), then delete them automatically.

Transcripts we pull for the weekly quality review are kept in their original form usually for 14 days (exceptionally up to 8 weeks), and in pseudonymized form together with the ratings for 8 weeks; after that the next weekly cleanup deletes them. The exception is an anchor set of about 20 pseudonymized calls, on which we measure whether the rating drifts over time; we refresh it every quarter. Summary results of the review (scores and statistics, without transcripts and without callers' details) we keep longer.

We share data only with the service providers listed below that help us run Lorela, and only as far as needed to run the service and check its quality. Some of them may process data outside the European Economic Area, typically in the USA. Where data leaves the European Economic Area, we put appropriate safeguards in place, in particular the standard contractual clauses approved by the European Commission.

You have the right to access your personal information, to have it corrected or deleted, to restrict how it is processed, to take it with you (portability) and to object to its processing. Send your request to hello@lorela.ai and we will reply within a month at the latest.

California residents: you have the right to know what personal information we collect, to ask us to delete or correct it, and not to be treated differently for using these rights. We do not sell personal information. We do share an encrypted fingerprint (hash) of your phone number and email with Meta to show and measure our ads, as described above - to opt out of that sharing, email hello@lorela.ai. Because we are based in the European Union, the GDPR also protects your data. If you think we are not handling it properly, you can complain to the Czech data protection authority (uoou.gov.cz).

The database with your account, contacts, transcripts and summaries is in Frankfurt, Germany, with no replica in any other region; the website and the app run there too. The voice model that conducts the call, the writing of the summary and the weekly review of pseudonymized transcripts for quality control run in the USA, though - who exactly receives data and where is shown in the table above.

Communication is encrypted (HTTPS), the connection to the database is encrypted, and the database is backed up daily. Encryption of stored data is provided by the infrastructure provider; we don't run our own additional layer of encryption on top.

We don't store the audio recording of a call on our own servers, and it never has a public address - it is always played through our server and only into a signed-in account. Besides you, only a narrow group of our authorized people can get to transcripts and recordings, for operations and support, including for calls removed from your list. For the weekly quality review we also read pseudonymized transcripts of some calls.

To find out where our website is hard to use, we measure the combined behavior of all visitors: how far they scroll, where they linger, what they try to click and at which step the form for the demo call, sign-in or gift order ends. For gifts we also count sample plays, order steps and error types by the public campaign and ad label. This does not record the identity or advertising identifiers of individual clicks, does not use cookies, and does not store the contents of fields or what you type into them.

All this produces is daily totals for all visitors together, from which a single visit can't be reconstructed. Nothing is stored on your device, so we don't need your consent for it. If you have Global Privacy Control turned on in your browser, we measure nothing at all.

Without your consent we use only technical cookies: a cookie needed for sign-in and keeping your session, and, for the gift voucher, two short-lived cookies that track nothing. After a gift is paid for, one holds the order for two hours for the thank-you page (lorela_darek_o), and after you open a link with a voucher code, one pre-fills the code on the activation page for an hour (lorela_darek_k, deleted after activation). Both are HttpOnly and apply only to their own page.

With your consent (the bar at the bottom of the site) we add a cookie recording which ad your visit came from, and a Meta measurement code (the Meta pixel) that shows us which ads lead to someone trying the service. Without consent none of these cookies or codes load in your browser; a temporary record of the session's attribution stays only in your browser's sessionStorage. You can withdraw your consent at any time by deleting cookies in your browser.

With the same consent we also use Google Ads conversion measurement (Google's gtag.js script, cookies starting with _gcl). It serves only to tell us that a visit from an ad led to someone trying the service. Without consent this code does not load.

With the same consent we also pass Meta the IP address and browser identifier of the device the site was opened on, so we can tell that a visit from an ad led to someone trying the service. Without consent we don't store or pass on this data.

Everything above in this Cookies section applies to cookies and measurement codes in the browser. Independently of them, and even without clicking the consent bar, we send Meta an encrypted fingerprint (hash) of your phone number and email, and Google an encrypted fingerprint of your phone number and email when you pay for a subscription - the purpose and how to object are in the section Why we use your data and on what legal basis above.

Opening the chat with Lorela on the website creates a short-lived conversation identifier, stored only in your browser's sessionStorage (not a cookie) - it disappears when you close the tab and exists only so the chat can find its own unfinished conversation.

When someone writes a comment under our post or ad on Facebook or Instagram, or sends us a private message, we may reply automatically. We save the text of the comment or message, the name and identifier of the profile that wrote it, and for an ad also its name - so we can prepare the reply and match it to the right post or ad.

A draft reply is prepared by a language model from our supplier (processing in the USA), to which we send the text of the comment or message, the profile name, and for context the text of the post or ad and the names and texts of other comments in the same thread. We publish the reply automatically, without prior approval by a person; our team gets a copy of the comment and the reply in an internal messaging tool, where they can stop or delete it - so the provider of that tool receives the same data about the commenter, even if the commenter never used it and has never heard of Lorela. Meta delivers the comments and messages to us and publishes our reply in the name of our page.

We mask any phone number and email address that appear in the text of a comment or message before saving it. We keep comments for 90 days after receiving them and private messages for 30 days, then delete them automatically. Anyone who wants their comment or message and the details of their profile to disappear from our records for good and sooner can email hello@lorela.ai.

The legal basis for this processing is our legitimate interest in responding quickly and to the point to comments and messages under our brand (Art. 6(1)(f) GDPR). You can object at any time - email hello@lorela.ai.

When someone writes to hello@lorela.ai or another of our addresses, we save their message, the subject, the sender's name and address, and our reply, so we can reply.

The message is read, and a draft reply prepared, by a language model from our supplier (processing in the USA). We send it the text of the message, the subject and the sender's name, not their address; for a customer we have verified by email, we also send details of their account. Our team gets a copy of this data, with the sender's address and the draft reply, in an internal messaging tool. An AI assistant may answer simple questions on its own; a person handles the rest.

Questions about personal data are always handled by a person. We cancel a subscription paid by card on the web at the request of an email only for a verified customer.

We keep the record of a message and draft reply for 8 weeks at most from the last processing, then delete it automatically. Anyone who wants it gone sooner, or objects to the processing, can email hello@lorela.ai.

We may update this policy from time to time, and we will tell you about a material change by email.

Send questions about the processing of personal data to hello@lorela.ai.