Privacy Policy

When you use the LUVIA platform, we may collect the following information: - Account information: full name, email address, password (encrypted) - Business information: business name, address, phone number, industry - Messaging channel connection information: Facebook Page ID, Zalo OA ID, TikTok Business ID, Access Token (used for Facebook Messenger, Zalo, TikTok, Website Widget) - Advertising connection information: Access Token for Meta Ads, Google Ads, TikTok Ads (used to retrieve ad performance reports) - Conversation data: messages between the business and end customers - Customer information: name, phone number, email voluntarily provided by customers via chat - Usage data: access times, feature usage, activity logs

Collected information is used to: - Provide and operate a platform for receiving and handling customer messages — through live staff, AI-assisted suggestions for staff, or an automated AI chatbot, depending on each business's configuration - Improve system quality and response accuracy - Send important notifications related to your account and service - Provide technical support and resolve issues - Analyze data to improve the product (in aggregated, anonymized form)

We do NOT sell, rent, or share your personal information with third parties for commercial purposes. Information is only shared in the following cases: - Facebook/Meta, TikTok, Google: to connect and operate messaging/advertising features in accordance with each platform's policies - AI service providers (Anthropic, OpenRouter): to process message content when a business enables AI-assist features; no personal data is retained by these providers - Legal requests: when required by a competent government authority

We apply the following security measures: - SSL/TLS encryption for all data in transit - Passwords hashed with bcrypt (irreversible) - Access Tokens for connected platforms stored encrypted - Role-based access control (owner/admin/staff/viewer permissions) - Activity logging and 24/7 security monitoring - Periodic data backups

When you connect a platform, we: - Facebook/Meta: used to receive and handle customer messages via Messenger, and to retrieve ad performance reports if the business uses our advertising operation service - TikTok: used to receive and handle customer messages via TikTok Business Messaging, and to retrieve ad performance reports - Google: used only to retrieve Google Ads performance reports; no messaging functionality - We only request the permissions necessary for the functions above - We do not read, store, or share personal messages beyond the purpose of operating the platform - We fully comply with each platform's policy (Meta, Google, TikTok) - You may revoke access at any time via each platform's Settings

You have the right to: - Access: request to view all data we hold about you - Correct: update your personal and business information at any time - Delete: request deletion of all account data (contact support) - Export: receive a copy of your data in a readable format - Restrict processing: request that we stop certain data processing activities

• Account data is retained for as long as you use the service - After account deletion, data is permanently erased within 30 days - Conversation data is retained for a maximum of 12 months - Some data may be retained longer where required by law

We use essential cookies to: - Maintain your login session - Remember your settings - Ensure account security We do NOT use advertising tracking cookies or third-party tracking cookies.

We may update this privacy policy from time to time. Material changes will be communicated via your registered email. The last updated date is shown at the top of this page.

If you have questions about this privacy policy or wish to exercise your rights, please contact: 📧 Email: marketing@luvia.solutions 🌐 Website: https://luvia.solutions 📍 Address: 50/17/8/6 Street No. 5, Binh Hung Hoa Ward, Ho Chi Minh City, Vietnam