Privacy policy

The short version

• We collect what Aydria needs to handle your cases, and nothing for advertising.
• Never sold. Never shared. We only share with the company in your case what that case needs, after your Yes. This is a binding promise, not a slogan.
• Your secrets (passwords, PINs, BSN, IBAN, customer numbers) are encrypted on your device. We can’t read them.
• Memory is private to you, never used to train AI, and you can see, edit, delete or switch it off.
• Call recording is off unless you turn it on. When Aydria is asked whether it’s an AI, it says yes.
• You can download everything or delete your account yourself, in Settings → Privacy and data.

Who we are

Aydria is run by Aydria B.V., a Dutch company. For the personal data in this policy, we are the controller: we decide why and how it’s processed, and we’re responsible for it under the General Data Protection Regulation (GDPR).

Our registration details are on the imprint. For anything about privacy, email privacy@aydria.com. A person reads every message.

This policy covers aydria.com, the app at app.aydria.com, the desktop apps for Mac, Windows and Linux, Aydria on WhatsApp, and the calls, emails and letters Aydria handles for you.

Never sold. Never shared.

This section is a binding part of our agreement with you. If we break it, that’s a breach of contract, on top of whatever the GDPR says.

1. We never sell your personal data. Not to advertisers, not to data brokers, not to “partners”, not in anonymised-but-not-really form. Not for money, not for anything else.
2. We never share your personal data for anyone else’s purposes. No advertising networks, no ad pixels, no “data partnerships”.
3. We share with a company only what one case needs, after your Yes. Before you say Yes, the plan shows exactly what Aydria will share (“Aydria will share: name, address, customer number”). Anything beyond that needs a new Yes.
4. The providers that help us run Aydria (listed under Who helps us) process data only on our instructions, under a data processing agreement, and only for the job they do for us. Two of them also act on their own account for a narrow part of the work: Stripe for fraud prevention and its own legal duties as a payment company, and Meta for running WhatsApp if you choose to connect it. We say so in the table.
5. We hand data to authorities only when the law makes us. That means a court order or a legally binding demand. We check every demand, give no more than it requires, and tell you about it unless the law forbids that.
6. If Aydria is ever sold or merged, this promise goes with your data and binds whoever runs the service next. We’ll tell you at least 30 days before your data moves, so you can download it and delete your account first if you want.

What we collect, and why

The GDPR only lets us use personal data when we have a legal basis. We use four, and we name the one we rely on for each purpose below:

• Contract (art. 6(1)(b)): we need it to do what you asked Aydria to do.
• Consent (art. 6(1)(a)): you said yes to something optional. You can take it back at any time, and that’s as easy as giving it.
• Legitimate interest (art. 6(1)(f)): we have a good reason that doesn’t outweigh your interests, like keeping the service secure. You can object, see Your rights.
• Legal obligation (art. 6(1)(c)): the law makes us keep it, like invoices for the tax authorities.

Your account

What: your name, email address, language, and, when a case needs them, your phone number and postal address. Your plan, settings, the devices you sign in on, and when you signed in. On a Family plan: who’s in the family, each member’s credit limits and how many credits each member used, never what their cases are about.

Why: to give you an account, sign you in, keep it secure, and tell you about new sign-ins.

Legal basis: contract. Security logging and spotting suspicious sign-ins: legitimate interest.

Cases

What: what you tell Aydria about a problem (typed, spoken or as a photo of a letter), the company, your contract and customer details, amounts, dates and reference numbers, the plan you approved and the moment you said Yes, every step in the timeline, and the outcome. A case can include other people’s details if you put them in, for example your landlord’s name.

Why: to understand the problem, make a plan, carry it out, chase the company, keep proof of every step and check the result really happened.

Legal basis: contract. If a case needs health information (say, a dispute with your health insurer), we use only what the case needs and only with your explicit consent (art. 9(2)(a)), which Aydria asks for in the plan before it shares anything.

Calls

What: the number Aydria calls, when and how long, the phone menu choices, a written transcript of the conversation (secrets are left out), a summary, reference numbers and what the company promised. If you join a call: your phone number and your voice while you’re on the line. Audio recordings only if you switch recording on. See Calls.

Why: to talk to the company for you and give you proof of what was said.

Legal basis: contract. For what the company’s employee says on the call: legitimate interest, because you need proof of what a company promised. Recording audio: you choose it in Settings, and Aydria announces it at the start of the call.

Letters and email

What: the emails and letters Aydria writes for you, the replies companies send to your case address (case-…@in.aydria.com), anything you forward to your personal Aydria address, and for posted letters: your name and address, the company’s address and delivery status.

Why: to write, send and receive the messages your case needs, and keep them as proof.

Legal basis: contract.

Memory

What: facts that help with future cases, like your preferred name, your providers, when a contract ends, and how you like things handled (“prefers email over calls”). Each memory keeps its source and a history of changes. See Memory.

Why: so you don’t have to repeat yourself.

Legal basis: contract. You can switch memory off at any time.

Secrets vault

What: nothing we can read. Your secrets are encrypted on your device. If you switch on sync between your devices, we store encrypted data we can’t open. If you allow it, we store the labels (“Ziggo customer number”) so Aydria knows what exists, and we log when a secret was used (label, case, time, device), never its value. See Your secrets.

Why: so Aydria can ask for the right secret at the right moment.

Legal basis: contract.

Connections

What: only what you connect, and only read access. At launch that’s email you forward to Aydria and your calendar (Google or Outlook), so Aydria doesn’t call you into a call during a meeting. A bank connection (read-only, through a licensed European provider) comes later. Before anything connects, Aydria shows what it will read and what it won’t touch.

Why: to spot things that need handling (a new bill, a price increase) and to check results (“€42.50 from Ziggo received”).

Legal basis: contract, because you switched the connection on. For a bank connection also your explicit consent, as payment law requires, renewed every 90 days. Raw data from connections is deleted after 30 days. Only facts you confirm go into memory.

WhatsApp

What: if you connect WhatsApp: your WhatsApp number and name, the messages, voice notes and photos you send to Aydria, and Aydria’s replies. Voice notes are turned into text. Secrets never go over WhatsApp.

Why: so you can start cases, answer questions and say Yes from WhatsApp.

Legal basis: contract. WhatsApp is run by Meta, and WhatsApp’s own terms and privacy policy apply between you and WhatsApp.

Payments

What: your plan, payments, refunds, invoices and billing address. Your card or bank details are handled by Stripe; we never see full card numbers.

Why: to charge for plans and credit packs, and send invoices and receipts.

Legal basis: contract. Keeping invoices and payment records: legal obligation (Dutch tax law).

Support

What: your messages to support, what you send with them, and the account details needed to help: plan, credits, the credits ledger and the status of your cases. Aydria’s support assistant is an AI and says so. It reads your memories only if you allow it for that one conversation, and never your secrets.

Why: to answer your question and fix the problem.

Legal basis: contract. If you’re not a user yet and use the contact form: legitimate interest.

Product analytics in the app

What: which features get used (for example “case approved”, with the type of case but never what it’s about), with a random ID that isn’t your account ID, and for the desktop app your operating system. Our server sends it, not your browser, so PostHog never sees your IP address or browser. No names, no email addresses, no case text, no amounts. If your browser sends Do Not Track or Global Privacy Control, we treat that as switched off.

Why: to see what works and fix what doesn’t.

Legal basis: legitimate interest. You can switch it off in Settings at any time, and then nothing is sent.

Invites, promo codes and shared results

What: if you sign up through a link, the campaign it came from (for example “utm_source=newsletter”) and any invite or promo code in it, stored with your profile. For invites: who invited whom, and whether the friend’s first case was handled. To stop people inviting themselves for free credits, we compare the two accounts’ email addresses, the IP address and browser of their sign-ins in the last 30 days, and (when we have it) a scrambled fingerprint of the card used. A match means a person looks before anyone gets credits. A “Handled.” image you choose to share is made on our server from the kind of case, the kind of company, the amount and the number of days; it never shows your name, the case or a reference, and we don’t post it anywhere.

Why: to know which campaigns work, to give the credits we promised, and to keep the invite program fair.

Legal basis: contract (the credits), and legitimate interest (campaigns, abuse checks).

The desktop apps

What: crash reports with personal details removed, and when the app checks for updates: the app version and your operating system.

Why: to fix crashes and deliver updates.

Legal basis: legitimate interest.

This website

What: Cloudflare Web Analytics counts visits without cookies and without building a profile of you. Our hosting keeps technical logs with IP addresses to stop attacks. If you sign up for the newsletter: your email address. If you use the contact form: your name, email address, topic, message and, if you add it, a case ID. Forms use Cloudflare Turnstile to keep bots out. The cookie policy lists everything stored in your browser.

Why: to know which pages help people, keep the site safe, send the newsletter you asked for, and answer your message.

Legal basis: analytics and security: legitimate interest. Newsletter: consent. You confirm it by clicking a link in an email, and every newsletter has an unsubscribe link. Contact form: legitimate interest, or contract if you’re already a user.

Fair use and abuse prevention

What: how many calls and cases an account starts, and to which numbers, so the limits in our terms can be enforced.

Why: to stop Aydria being used to harass people or companies, and to keep costs fair for everyone.

Legal basis: legitimate interest.

Memory

Aydria remembers things so you don’t have to repeat yourself. Here’s how that works:

• Private to you. On a Family plan each member’s memory is private to that member. The plan owner can’t see it.
• Never used to train AI. Not ours, not anyone else’s. The AI providers we use are set to not train on your data.
• No secrets. Passwords, PINs, BSN, IBAN and customer numbers you mark as secret are never stored in memory. Memory can hold a pointer (“Ziggo customer number: in your vault”), never the number.
• No sensitive extras. Health details are only kept inside the case that needs them, never in your long-term memory.
• You’re in charge. In the app, under Memory, you can see every memory, where it came from and when it was used. You can edit it, tell Aydria not to use it, delete one, or delete all of them. You can also just say “Forget that…”.
• Off switch. With memory off, nothing new is saved and nothing is used. Memories you already have stay until you delete them.

Memories you haven’t used for 18 months and that Aydria isn’t sure about are archived, not deleted. You can still see and delete them under Archived.

Your secrets

Passwords, PINs, your BSN, IBAN, and policy and customer numbers go in the secrets vault. We cannot access them.

• They’re encrypted on your device with a key that only exists on your devices. Our servers never see that key.
• By default, secrets stay on the device where you added them. If you switch on sync, we store only encrypted data we can’t open.
• When a company asks for a secret during a call, you choose: your device reads it out (decrypted on your device, never on our servers), you say it yourself, or you don’t share it. The transcript only notes that a secret was given, never what it was.
• Secrets never go into memory, logs, analytics, AI prompts or WhatsApp.
• Because we can’t read your vault, we can’t recover it either. Keep your recovery key safe.

Calls

• Who’s calling. Aydria calls from a Dutch number under the name “Aydria”. Every call opens with: “Hi, this is Aydria, an AI assistant calling on behalf of [your name].” That introduction can’t be switched off.
• Honest when asked. Always. If anyone on a call asks whether they’re talking to a computer, a robot, an AI or a real person, Aydria says it’s an AI assistant calling on your behalf, with your permission. Aydria never pretends to be you.
• Recording is off by default. If you switch it on, Aydria says at the start of each call that it’s being recorded for your records, and stops recording if the other person objects. Recordings are deleted after 30 days.
• Transcripts. Aydria keeps a written transcript as proof, without secrets. You can delete a transcript whenever you want. Otherwise it’s deleted 12 months after the case ends.
• Hold time. While a call is on hold, our call server listens only to notice when a person picks up. Hold music isn’t turned into text and isn’t stored.
• Only businesses. Aydria only calls verified business numbers. Never private individuals.

AI and automated decisions

Aydria uses AI models to understand your problem, make a plan, write messages and talk on calls. Your data is never used to train those models: we use our providers' settings that rule this out.

Aydria doesn’t take decisions about you that have legal effects on its own. Anything that costs money, signs, cancels or accepts an offer needs your explicit Yes.

Automatic checks can pause calls or freeze credits on an account that looks like it’s being misused. When that happens, a person reviews it, and you can tell us your side and ask for a human decision by emailing support@aydria.com.

Who can see your data

• You. And on a Family plan, the plan owner sees the credit pool and how much each member used, but not what anyone’s cases are about or what Aydria remembers about them.
• The company in your case. Only what the plan says it will share, after your Yes.
• People at Aydria, only when there’s a reason: to help with a support question you asked, to look into a failed or disputed case, to investigate abuse, or, on the Pro plan, when a specialist checks the plan and letters of a hard case. They never see your secrets, and see your memories only if you allow it for a support conversation. Everyone who works for us is bound to confidentiality, and every look into an account is logged.
• Our providers, as described under Who helps us.

How long we keep it

We keep data only as long as it’s useful to you or the law requires. When you delete something, it’s deleted from the live system right away and rolls out of our backups within 35 days.

When you delete your account, you’re signed out on all devices straight away, your data is deleted within 30 days and rolls out of backups within 35. Your vault is wiped on each device the next time it opens. We keep only invoices (7 years, for the tax authorities), and Stripe anonymises your customer record. What stays after that can’t be linked to you: anonymous hold times per company for the Hold Index, and facts about how companies work (like their phone menus), which never contained personal data.

Who helps us

These providers process personal data for us. Each has a data processing agreement with us, and gets only what it needs for its job. Providers marked “Planned” haven’t been chosen or switched on yet. We’ll name them here, with where they process data and the safeguard, before they handle any real data.

Data outside the EU

We keep your data in the EU wherever we can: our database, files, call server and analytics all run in the EU. But some providers process data outside the EU and the European Economic Area, mostly in the United States. We’d rather tell you exactly where than promise “EU only” and be wrong:

• Deepgram turns speech into text in the United States.
• Telnyx may process call records (numbers, times, durations) in the United States.
• Stripe and Meta (only if you connect WhatsApp) also process data in the United States.
• Anthropic’s API may process in the United States, but only as a fallback when the EU route through Amazon Bedrock is down.
• Cloudflare handles web requests at the data centre nearest to you, which from the Netherlands is normally in the EU, but not guaranteed.
• Supabase, PostHog and Resend store data in the EU, but they’re US companies whose staff may access it from the United States, for example to fix a problem.

Every one of these transfers is covered by the European Commission’s Standard Contractual Clauses, and where the provider is certified, also by the EU-US Data Privacy Framework. The table above says which applies to whom. If you’d like a copy of the safeguards, email privacy@aydria.com. When we can move something to the EU, we will, and we’ll update this section.

How we protect it

Your data is encrypted in transit and at rest. Call transcripts get an extra layer of encryption with a separate key per user, so a copy of the database alone can’t be read. Proof files sit in private storage and open only through links that expire after five minutes. Our logs mask email addresses and phone numbers, and never contain case text or secrets. Access inside Aydria is limited to people who need it, and every look is logged. The security page explains more.

If a data breach is likely to put your rights at high risk, we’ll tell you without undue delay, and we report breaches to the Dutch data protection authority as the law requires.

Your rights

You have these rights under the GDPR, and most of them work straight from the app, no email needed:

• See and download everything. Settings → Privacy and data → Download everything. You get a ZIP with your profile, memories, cases, timelines, proof files, credits ledger and invoices, as JSON and PDF. The download link arrives by email and works for 24 hours. This covers your right of access and your right to take your data elsewhere.
• Correct it. Change your details in Settings and your memories under Memory. For anything else, ask us.
• Delete it. Delete a memory, a transcript or a case in the app, or everything with Settings → Privacy and data → Delete account. See How long we keep it for what happens next.
• Object or restrict. Switch off product analytics or memory in Settings. To object to anything else we do on the basis of legitimate interest, or to ask us to pause using some data while we sort out a question, email us.
• Take back consent. Unsubscribe from the newsletter, switch off call recording, or disconnect a connection. That doesn’t undo what was done before.
• A person, not just a system. You can ask for a human to review any automated check on your account.

Email privacy@aydria.com for any request. It’s free. We answer within one month, and if a request is complicated we may need up to two more months, in which case we tell you why within the first month. We may ask you to confirm it’s really you before handing over data.

If you’re unhappy with how we handle your data, please tell us first so we can fix it. You always have the right to complain to the Dutch data protection authority, the Autoriteit Persoonsgegevens, or to the authority in the EU country where you live.

Children

Aydria isn’t for children under 16, and you need to be 16 or older to create an account or join a Family plan. If we find out that someone under 16 has an account, we delete it. If you think that’s happened, email privacy@aydria.com.

If a case mentions you

Aydria’s cases involve other people too: the employee who answers the phone, the person who signs a reply, the landlord in a deposit case. If that’s you, here’s what we do with your data: we keep what you said or wrote as part of the case’s proof, for the same periods as above, and use it only for that case. We don’t build profiles of company employees, and anonymous facts we learn about how a company works never include names. You have the same rights as anyone else. Email privacy@aydria.com.

Changes and changelog

When we change this policy, the new version goes on this page with a new date, and the change is listed below. If a change matters to you, for example a new kind of data or a new purpose, we’ll tell you by email and in the app before it takes effect. We’ll never lower the “Never sold. Never shared.” promise.

Changelog

• 1 November 2026: first version.