Privacy Policy

1. Processing agents and contact

Kavyora is operated under the Kavyora brand, responsible for operating the platform and responding to personal data requests for processing activities in which it acts as controller.

For requests about privacy, data protection, correction, deletion, export or questions about this Policy, use the email suporte@kavyora.com.

2. Roles in data processing

Roles are defined for each processing activity. As a rule, the establishment acts as controller of customer, professional, queue, appointment and operational chat content data because it determines the service purposes and use of that information. For these activities, Kavyora acts as processor, carrying out the processing required to provide the platform under the establishment's lawful instructions.

Kavyora acts as controller for processing whose purposes it directly determines, such as account registration and authentication, contracting and billing, platform security, abuse and fraud prevention, support, auditing, compliance with legal obligations and defense of its rights. In specific situations, the establishment and Kavyora may each act as controller for separate activities involving the same data.

The establishment remains responsible for informing its customers and professionals, selecting appropriate legal bases for its purposes, keeping data accurate and using information in accordance with the law and these documents.

3. Legal bases

Depending on the purpose and role in each activity, processing may rely on consent; compliance with a legal or regulatory obligation; performance of a contract or preliminary procedures requested by the data subject; the establishment, exercise or defense of legal claims; or the legitimate interests of the controller or a third party, after assessing necessity, proportionality and the data subject's rights and freedoms.

Operational chat communication and its necessary records may arise from performance of the requested service and the legitimate interest in enabling the service. Security, abuse prevention, moderation, auditing and defense of rights may rely on legitimate interests, legal obligations or the establishment, exercise or defense of legal claims, as applicable. Including message text in push previews depends on specific consent for each device.

4. Personal data processed

Kavyora may process personal data and operational data necessary for the usability of the system, including:

This data is not used for purposes incompatible with system operation, support, security, billing, service, product improvement and compliance with legal obligations.

• name, email, telephone number and access credentials;
• CPF, CNPJ, document and commercial data of the establishment;
• address, city, state and coordinates of the establishment;
• data from registered or authenticated end customers;
• service history, agenda, queue and services;
• financial data of the establishment, revenues, expenses and commissions;
• payment data necessary for contracting and billing;
• access logs, IP, device, security and audit events;
• customer location when necessary to validate entry into the queue;
• preferences, notifications, settings and use of the platform;
• chat message text and its link to the queue or appointment;
• conversation metadata, such as participants, sender, recipient, dates, times, sequence, delivery, reading and closure;
• the status and progress of the conversation and its context, such as queue or appointment status, assignment and availability for sending;
• temporary typing and presence events, which are not part of the permanent message history;
• reports, category, justification, moderation decisions, suspension, hiding and related audit records;
• device identifier, operating system and version, push token, preferences and Web Push subscription, when enabled.

5. Purposes of processing

The data is processed to:

• create and authenticate accounts;
• process hiring, billing and subscription;
• provision and manage establishments on the platform;
• operate agenda, queue, attendance, services, team and finance;
• allow end customers to use queuing, scheduling and tracking;
• enable contextual operational communication among customers, professionals and establishments;
• send emails, push notifications and, in the future, WhatsApp;
• provide support and respond to requests;
• receive reports, moderate content and prevent spam, harassment, fraud and other abuse;
• ensure security, auditing, incident investigation and stability;
• generate operational metrics and reports from the establishment itself;
• improve the product with aggregated or anonymized data.

6. Payment details

Payments are processed by Stripe, which can process the data required for credit card and bank slip payments. Kavyora does not store sensitive card data; this data is stored and processed in Stripe's secure environment.

Kavyora maintains subscription records, payment records, payment status, subscription status, overdue-payment information and other data required for access control and customer support.

7. Communications and notifications

Kavyora may send emails, push notifications and, in the future, WhatsApp messages for operational, transactional, security, support, billing, queue, scheduling and platform functioning purposes.

Promotional communications may be canceled by the user when available. Chat notifications can be muted by conversation or device without deleting stored messages.

By default, a notification only states that there is a new message. Message content is used in a push preview only after specific and revocable consent on the device. Web Push subscriptions and push tokens are used to deliver notifications and may be revoked when invalid, expired or when the user disables the channel.

Kavyora does not use SMS as a communication channel.

8. Data sharing and processors

Kavyora does not sell personal data and does not share data for commercial purposes independent of third parties.

Chat content and metadata are made available to authorized conversation participants and, subject to operational permissions, to the establishment responsible for the service.

To provide the service, data may be processed by contracted providers according to the feature actually used: Railway for applications, PostgreSQL and Redis; Cloudflare for the website, content delivery and storage; Expo and Apple and Google push services for app notifications; browser Web Push services; Resend for email; Stripe for payments; and map, security, logging and observability providers configured by Kavyora. Each provider receives only the data required for its role.

9. Security, support and exceptional access

Kavyora takes reasonable technical and administrative measures to protect data against unauthorized access, loss, improper alteration, exposure or incompatible use. The platform was designed to keep each establishment's data linked to its respective tenant, reducing the risk of improper access between establishments.

The chat does not use end-to-end encryption. Measures compatible with the service architecture are applied to protect data in transit, at rest, through access controls and by auditing.

The Management Console does not provide global or full-text search of conversation content for support. Exceptional access to content requires an active report or incident, a recorded justification and temporary authorization for up to 30 minutes. The grant and every view are individually audited.

No platform is absolutely immune to failure. Therefore, users must maintain secure passwords, control devices, end sessions on shared equipment and report any suspicion of misuse.

10. Retention and deletion

Data unrelated to chat may be kept for up to 12 months after account closure, permanent cancellation or termination of the contractual relationship for support, export, auditing, security and compliance with legal obligations, without prejudice to a specific legal period applicable to a particular category.

Chat content, metadata and relationships are kept by default for 1,826 days, equivalent to 5 years, starting when the conversation ends. At the end of that period, they are deleted or anonymized according to the nature of the record and applicable technical procedures.

Retention may be extended when there is an active report or investigation, a legal or regulatory obligation, a security incident, an order from a competent authority or a need to establish, exercise or defend legal claims. Once the exception ends, the applicable deletion process resumes.

Permanent tenant deletion removes data from its entities in active systems, including conversations, except for records that must be retained by law, valid order or defense of rights and backups subject to a restricted-access technical expiration cycle.

11. Data subject rights

Data subjects may request, by email, confirmation of processing, access, correction, export, anonymization, deletion or information about the use and sharing of their data, as applicable under Brazil's General Data Protection Law (LGPD). Requests should be sent to suporte@kavyora.com.

The service may require identity validation and analysis of the applicant's link with the related account, establishment or end customer.

An export may include retained chat history related to the data subject. Correction applies to inaccurate registration data and metadata but does not permit rewriting a message already sent. Customer deletion requests will be assessed according to the legal basis, each agent's role and retention exceptions; where applicable, data will be deleted or anonymized without impairing records that must remain to protect third parties, comply with legal obligations or defend rights.

12. International data transfers

Some infrastructure, storage, email, payment and notification providers may process data in other countries or permit international access. In these situations, Kavyora adopts mechanisms compatible with the LGPD and requires appropriate security and data protection measures from applicable subprocessors, considering the information and safeguards provided by the contracted providers.

13. Aggregated and anonymized data

Kavyora may use aggregated or anonymized data for statistics, metrics, product improvement, operational intelligence, quality, security and platform evolution, without direct identification of holders or specific establishments when anonymization is applicable.

14. Changes to this Policy

This Policy may be updated to reflect changes to the platform, legal requirements or operational practices. Relevant changes will be communicated to contractors by email.