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Privacy Policy

​​NeuraLake — operated by Rodney Lewis
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Effective Date: 21st October 2025
Last Updated: 20th April 2026

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At NeuraLake ("we", "our", or "NeuraLake"), we are committed to protecting your privacy and ensuring your personal and business information is handled safely and responsibly. This Privacy Policy explains what data we collect, how we use it, your rights, and the steps we take to safeguard your information.

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By accessing or using the NeuraLake platform (including our mobile application and web platform), you agree to the collection and use of your data as described in this policy.

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1. Who We Are
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NeuraLake is a trading name operated by Rodney Lewis, based in Dubai, United Arab Emirates. Rodney Lewis is the data controller responsible for your personal information.

Contact Details:

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2. Information We Collect
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We collect the following types of personal and business information when you interact with the NeuraLake platform:

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2.1 Account Information
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First name, last name, email address, and password (securely hashed). Accounts can be created and managed through both the NeuraLake web platform and mobile application.

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2.2 Organisation Information
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Legal name, business nature, industry, and country of operation.

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2.3 AI Agent Information
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Documents, URLs, product and service details, and promotional content uploaded by users to train their AI agents. Users are responsible for ensuring they have ownership and the right to upload these materials.

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2.4 Chat Data
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Conversations between AI agents and end users (including testing and live customer interactions) are stored to improve accuracy, maintain service quality, and support troubleshooting. Chat data is retained for up to 12 months from the date of collection, after which it is deleted or anonymised, unless a longer retention period is required by applicable law or requested by the organisation.

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2.5 Lead, Inquiry, and Engagement Data
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Depending on your AI agent configuration, your agent may collect details such as names, contact information, and inquiry details from end users during lead generation, booking, or support interactions. This data is stored within your organisation's NeuraLake account and is retained for up to 24 months.

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2.6 Technical and Usage Data

 

We may collect basic technical information such as device type, operating system, and app usage patterns to maintain and improve the platform's performance. We do not use cookies or tracking technologies within our mobile application beyond what is necessary for authentication and core functionality.

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2.7 Device Permissions
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The NeuraLake Business mobile application may request access to your device's camera and microphone to support real-time AI voice and video communication features. These features are powered by LiveKit and WebRTC. Camera and microphone access is only activated when you initiate a voice or video session within the app and is never used for any other purpose, stored independently, or shared with third parties beyond what is necessary to deliver the communication session.

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2.8 Push Notifications
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We may send push notifications to your device to alert you of new customer engagements, bookings, lead updates, and platform activity. Push notifications are enabled by default and can be managed or disabled at any time through the Notifications settings within the mobile application or at an account-wide level through your Profile settings.

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Note: We do not currently collect payment data. If payment features are introduced, this policy will be updated accordingly.

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3. How We Use Your Information
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We use the data we collect for the following purposes:

  • To create and manage your account and organisation profile

  • To enable AI agent setup, training, and customisation

  • To provide, maintain, and improve our services

  • To send push notifications relating to platform activity and updates

  • To communicate product updates, security alerts, and support information

  • To process account deletion requests submitted via the app or email

  • To comply with legal obligations under UAE law and prevent misuse of the platform

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Legal basis for processing: We process your personal data on the basis of contractual necessity (to provide our services to you), legitimate interests (to improve and secure our platform), and compliance with applicable legal obligations under UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection (PDPL) and other applicable laws.

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4. Third-Party Services
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We use trusted third-party providers for hosting, authentication, AI processing, and related infrastructure. These providers may temporarily access data only to perform specific functions and are bound by their own privacy and security obligations.

Our current third-party service providers include:

  • Google Cloud — cloud infrastructure and hosting

  • Firebase — database, authentication, and push notification services

  • OpenAI — AI processing (where applicable)

We encourage you to review the privacy policies of these providers. We do not sell your personal data to third parties.

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5. Managed Service Access and Support
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NeuraLake operates as a managed AI service. Our authorised team members may access your organisation's workspace or AI agent configuration solely for the purpose of setup, training, testing, troubleshooting, and providing technical support.

This access is:

  • Limited to authorised personnel under confidentiality obligations

  • Used only to ensure the smooth functioning of your organisation's AI agent

  • Logged and handled in compliance with our internal security protocols

We do not access or use your organisation's data, uploaded documents, or customer conversations for any purpose other than providing managed support or improving the platform's reliability.

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6. Data Retention
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We retain your data only for as long as necessary to provide our services or comply with legal requirements. The following retention periods apply:

  • Account and Organisation Data: Retained for the duration of your active subscription and for up to 90 days following account deletion, after which it is permanently deleted or anonymised.

  • Chat Data: Retained for up to 12 months from the date of collection, then deleted or anonymised unless otherwise required by law.

  • Engagement and Lead Data: Retained for up to 24 months from the date of collection, in line with your organisation's configuration and applicable legal obligations.

  • Knowledge Documents: Retained until deleted by the user. You may delete uploaded documents at any time from your dashboard.

  • Technical and Usage Data: Retained for up to 12 months.

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7. Your Rights and Account Deletion
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You have the following rights regarding your information:

  • Access: View information associated with your account and organisation.

  • Correction: Update or modify your details within your dashboard or profile settings.

  • Deletion: Request deletion of your account and all associated data (see below).

  • Restriction: Request limited use of your data under specific conditions.

  • Objection: Object to processing of your data in certain circumstances.

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Account Deletion
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To request deletion of your account and associated data, tap "Delete Account" in the Profile section of the mobile app. This will display deletion instructions and open a pre-filled email to hello@neuralake.ai with the subject line "Account Deletion Request". Alternatively, you may email us directly at hello@neuralake.ai with the same subject line.

We will process your request within 30 days of receipt. Submitting a deletion request does not immediately revoke your access — our team will action the request and confirm once completed.

To exercise any of your rights, contact us at hello@neuralake.ai. We do not currently support automated data portability.

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8. Data Security
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We use a combination of technical and organisational measures — including encryption, authentication controls, and Firebase database rules — to safeguard your information. While we follow industry-standard practices, no system is completely secure. We continually monitor and update our security protocols to reduce risks.

In the event of a data breach that affects your personal data, we will notify affected users and relevant authorities as required by applicable law.

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9. International Data Transfers
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Our service providers may process or store data in multiple regions, including the United States, Europe, and the United Arab Emirates. We ensure that all such transfers are subject to appropriate safeguards and comply with applicable data protection laws, including the UAE PDPL.

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10. Children's Privacy
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NeuraLake is not intended for individuals under the age of 18. We do not knowingly collect personal data from minors. If you believe a minor has provided personal information through our platform, please contact us immediately at hello@neuralake.ai so we can delete it.

 
 
11. Updates to This Policy
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We may update this Privacy Policy from time to time to reflect product, legal, or operational changes. The "Last Updated" date at the top of this document will indicate when the latest revision was made. Continued use of the platform after updates constitutes acceptance of the revised policy. Where changes are material, we will notify users via email or in-app notification.

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12. Contact Us
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If you have questions or concerns about this Privacy Policy or how your information is handled, please contact us at:

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