Legal

Privacy Policy

Last updated: May 2026 · Viqe Systems Ltd

1. Who we are

Zana is a product of Viqe Systems Ltd ("we", "our", "us"), a company registered in Nigeria. This Privacy Policy explains how we collect, use, and protect information about you when you use Zana.

2. Information we collect

We collect information you provide directly:

  • Account information — name, email address, phone number
  • KYC/verification documents — government-issued ID, CAC documents where applicable
  • Business information — business name, description, industry, payment instructions, delivery details, policies, and sales guidance
  • Knowledge base content — FAQs, documents, images, attachments, extracted text, and descriptions you upload

We also collect information automatically:

  • Conversation data — messages processed by the AI on your connected accounts
  • Attachment metadata — file type, message attachment details, and provider metadata where available
  • Lead data — contact details, interests, notes, and status information captured from conversations or entered by you
  • Payment and billing data — plan, amount, payment status, references, and payment processor metadata
  • Usage and security data — pages visited, features used, session duration, rate limits, webhooks, logs, and account health events

3. How we use your information

  • To provide and operate the Zana service
  • To verify your identity and business during onboarding
  • To process payments via Paystack
  • To send service notifications (session alerts, billing reminders)
  • To improve the AI and service quality
  • To create searchable AI indexes from your FAQs, documents, and uploaded knowledge content
  • To detect abuse, enforce account restrictions, prevent suspended provider accounts from bypassing enforcement, and protect the service

We do not sell your data. We do not use your conversation data to train third-party AI models without your explicit consent.

4. Messaging and customer conversation data

When you connect a messaging account, Zana securely processes customer conversations so the AI can reply, recommend products or services, capture sales opportunities, and hand off to a human when needed. This means:

  • Connected account access data is stored securely on our servers
  • Message content is temporarily processed to generate replies, summaries, and lead details
  • Messages, business profile data, FAQs, knowledge snippets, and recent conversation context may be sent to AI model providers to generate replies, summaries, insights, and embeddings
  • If a customer sends an attachment and the file content is not processed, Zana may still use the attachment type to produce a helpful fallback response
  • Each connected platform's terms govern your use of that platform

5. Knowledge base, uploads, and private storage

Documents, images, FAQ attachments, and KYC files are stored privately and are not publicly accessible by default. In production, files may be stored with private cloud object storage such as Cloudflare R2 or another compatible storage provider.

When you upload FAQs or documents, Zana may extract text and create knowledge chunks or embeddings so your AI can search and answer from your business information. These indexes are tied to your account and are used to provide Zana features.

6. Customer data and your responsibility

When you use Zana for your business, you are responsible for your relationship with your customers and for having the right legal basis or consent to process customer messages, contact details, leads, orders, and other personal data through Zana. Zana processes this information on your behalf to provide the service.

7. Data retention

  • Account data is retained until you delete your account
  • Conversation records are retained while needed to provide conversation history, summaries, AI context, account health, and product features, unless you delete them or a shorter retention period is applied
  • KYC documents are retained for legal compliance purposes for up to 7 years
  • Lead data is retained until you delete it or delete your account
  • Payment records are retained for accounting, tax, fraud prevention, and legal compliance purposes
  • Security logs, webhook records, rate-limit records, and account enforcement records may be retained where needed to protect the service and prevent abuse
  • If you remove a connected account, we may disconnect it from the provider and retain limited records needed for billing, audit, security, or enforcement purposes

8. Third-party services

We share only the data needed to operate Zana with trusted services such as:

  • Paystack — payment processing
  • AI model services — generating replies, summaries, and sales assistance
  • Messaging infrastructure services — secure account connectivity and message delivery
  • Cloud infrastructure and private storage services — hosting, storage, queues, cache, security, and backups
  • Email and notification services — sending account, billing, KYC, export, and security notifications

9. Your rights

You have the right to access, correct, or delete your personal data at any time. Contact us at [email protected] for any data requests. Some information may be retained where required for legal, accounting, security, fraud prevention, or platform enforcement reasons.

10. Contact

For privacy questions: [email protected]