Emerald Lake Privacy Policy

Effective Date: July 2, 2025
Last Updated: July 2, 2025

1. Introduction

Emerald Lake ("we," "our," or "us") provides AI-enabled chatbot services through the WhatsApp Business Platform. We are committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, process, and protect information when you interact with our AI-powered chatbots via WhatsApp.

2. Information We Collect

2.1 Message Content

• Text messages sent to and received from our chatbots
• Media files (images, documents, audio) shared during conversations
• Message metadata (timestamps, delivery status)

2.2 WhatsApp Profile Information

• WhatsApp phone number
• Display name and profile picture (if publicly available)
• Language preferences

2.3 Interaction Data

• Conversation flow and user choices
• Response times and engagement patterns
• Technical performance metrics

2.4 Technical Information

• Device type and operating system
• Network information
• Error logs and diagnostic data

3. How We Use Your Information

3.1 AI Processing

We use advanced Large Language Model (LLM) technology to:

• Understand and respond to your messages intelligently
• Provide personalized assistance and recommendations
• Improve conversation quality through natural language processing
• Maintain conversation context for coherent interactions

3.2 Service Delivery

• Process and respond to your inquiries
• Provide customer support and assistance
• Deliver requested information or services
• Facilitate transactions where applicable

3.3 Service Improvement

• Analyze conversation patterns to enhance AI responses
• Identify and fix technical issues
• Develop new features and capabilities
• Train and improve our AI models

3.4 Compliance and Safety

• Detect and prevent spam or abusive behavior
• Comply with legal obligations and platform policies
• Protect against fraud and security threats
• Maintain service quality and reliability

4. AI and Machine Learning Practices

4.1 Responsible AI Use

• Our AI systems are designed to provide helpful, accurate, and appropriate responses
• We implement safeguards to prevent harmful or inappropriate content generation
• AI training data is carefully curated and filtered
• We regularly audit AI outputs for quality and safety

4.2 Data Processing

• Message content may be processed by our AI systems to generate responses
• We use industry-standard encryption during data transmission and processing
• AI processing occurs in secure, controlled environments
• No human operators read your messages unless explicitly required for support

4.3 Model Training

• Aggregated, anonymized conversation data may be used to improve AI models
• Personal identifiers are removed before any training data use
• Users can opt out of data use for model improvement
• We maintain strict data governance protocols

5. Information Sharing and Disclosure

5.1 Third-Party Service Providers

We may share information with trusted service providers who assist in:

• Cloud infrastructure and hosting
• AI model processing and training
• Analytics and performance monitoring
• Customer support services

5.2 WhatsApp and Meta

• Message delivery occurs through WhatsApp's infrastructure
• We comply with WhatsApp Business Platform policies
• Meta may have access to certain technical and usage data
• All sharing follows Meta's Business Platform terms

5.3 Legal Requirements

We may disclose information when required by:

• Valid legal process or court orders
• Government regulations or law enforcement requests
• Protection of our rights, property, or safety
• Prevention of fraud or illegal activities

5.4 Business Partners

• Information may be shared with our clients (businesses you're interacting with)
• Shared data is limited to what's necessary for service delivery
• All partners must meet our data protection standards
• We maintain data processing agreements with all partners

6. Data Security

6.1 Technical Safeguards

• End-to-end encryption for message transmission
• Secure data centers with industry-standard protections
• Regular security audits and vulnerability assessments
• Multi-factor authentication for system access

6.2 Access Controls

• Strict employee access controls and training
• Role-based permissions for data access
• Regular access reviews and updates
• Monitoring and logging of all data access

6.3 Data Retention

• Messages are retained only as long as necessary for service delivery
• Conversation data is automatically deleted after 90 days
• Users can request immediate data deletion
• Backup data follows the same retention schedule

7. Your Rights and Choices

7.1 Access and Control

• Request access to your personal information
• Correct inaccurate or incomplete data
• Delete your conversation history
• Download your data in a portable format

7.2 Communication Preferences

• Opt out of non-essential communications
• Choose data use preferences for AI training
• Set conversation retention preferences
• Block or restrict certain types of interactions

7.3 WhatsApp Controls

• Block our chatbot through WhatsApp settings
• Report inappropriate behavior
• Manage your WhatsApp privacy settings
• Delete conversation history from your device

8. International Data Transfers

Data may be processed in countries outside your residence. We ensure adequate protection through standard contractual clauses. All transfers comply with applicable data protection laws. Users are notified of significant changes to data processing locations.

9. Children's Privacy

Our services are not directed to children under 16. We do not knowingly collect data from children. Parents can request deletion of child data if inadvertently collected. Age verification may be implemented where required by law.

10. Changes to This Policy

We may update this policy to reflect service changes or legal requirements. Users will be notified of material changes through WhatsApp or email. Continued use of services constitutes acceptance of updated terms. Previous versions are archived and available upon request.

11. Compliance and Certifications

11.1 Regulatory Compliance

• GDPR (General Data Protection Regulation)
• CCPA (California Consumer Privacy Act)
• SOC 2 Type II compliance
• ISO 27001 certification

11.2 Platform Compliance

• WhatsApp Business Platform policies
• Meta Commerce and Advertising policies
• Industry best practices for AI ethics
• Telecommunications regulations where applicable

12. Contact Information

12.1 Privacy Inquiries

Email: [email protected]
Response Time: Within 72 hours for urgent matters

12.2 Data Protection Officer

Email: [email protected]
Response Time: Within 72 hours for urgent matters

12.3 Technical Support

Email: [email protected]
Business Hours: Monday-Friday 9AM-5PM EST

This Privacy Policy demonstrates our commitment to responsible AI development, user privacy protection, and compliance with WhatsApp Business Platform requirements. We maintain the highest standards of data protection while delivering innovative AI-powered communication solutions.

For the most current version of this Privacy Policy, please visit emeraldlake.io/privacy-policy.html.