Privacy policy

Last updated 25 August 2026

This policy explains what personal data Horizon Digital Ventures, LLC ("Braid", "we") collects, why we hold it, and what you can do about it. It covers both the people who use Braid and the customers who message a business that uses Braid.

Two kinds of people, two roles

Braid sits between a business and its customers, and our responsibilities differ for each.

If you use Braid — you signed up, you have a workspace — we are the controller of your account data. We decide what to collect and why, and this policy governs it.

If you messaged a business that uses Braid — you asked a company a question on WhatsApp, Instagram, email or their website — we are a processor acting for that business. They decide what happens to your conversation; we act on their instructions. Your rights are best exercised with them, though we will always help. Our data processing agreement sets out that relationship.

What we collect from Braid users

• Account details — your name, email address, and the password hash. We never store the password itself.
• Workspace details — the company name, and optionally address, industry, size, website and support phone number.
• Usage — which surfaces you use and the actions you take, so we can operate the service and see what breaks.
• Technical data — IP address, browser and device information, from ordinary web logs.

What we process on behalf of a business

When a customer messages a business using Braid, we receive and store, on that business's behalf:

• the content of the messages, in both directions
• an identifier for the customer — a phone number on WhatsApp, an account identifier on Instagram, an email address for email, or a session identifier for live chat
• a profile name, when the platform provides one
• files the customer sends — images, documents, voice notes
• timestamps and delivery status

We use it to deliver the conversation, generate the agent's reply, show the thread to the business's team, and produce that business's own analytics. We do not use it for anything else.

What we never do

• We do not sell personal data. There is no arrangement under which we could.
• We do not use your customers' conversations to train foundation models. A workspace setting controls whether conversations may be used to improve that workspace's own agent, and it is off unless you turn it on.
• We do not send marketing to your customers. Braid has no outbound surface at all — see our acceptable use policy.

Who else processes it

We use a small number of service providers to run Braid — hosting, the database, email delivery, the AI models that generate replies, and the messaging platforms themselves. Each is listed, with what it does, on our sub-processors page.

Where it is held

Workspace data — conversations, contacts, knowledge and files — is stored and processed in the European Union.

Some sub-processors are established outside the EU. Where personal data reaches them, the transfer relies on the European Commission's Standard Contractual Clauses or an adequacy decision.

How long we keep it

Conversations are kept for as long as the business that owns the workspace chooses — between one month and ten years, set by them, defaulting to twenty-four months. Past that window, a daily job anonymises them: message bodies, drafts and briefs are erased, and so are the names, emails and phone numbers of contacts with no conversation left inside the window. Aggregate statistics survive; the personal data does not.

Account data is kept while your workspace exists. Deleting a workspace erases its data after thirty days.

Your rights

If you are in the EU, the UK, or another region with comparable law, you have the right to access your data, correct it, have it erased, restrict or object to processing, and receive it in a portable form.

Exercise them by writing to privacy@getbraid.ai. We respond within 30 days. If you messaged a business using Braid, contact that business first — they control the data — but write to us and we will make sure the request reaches them.

You may also complain to your local data protection authority.

Children

Braid is a business product and is not directed at children. We do not knowingly collect data from anyone under 16.

Changes

We will update this page and change the date above. For changes that materially affect you, we will tell workspace admins directly.

Contact

Horizon Digital Ventures, LLC 131 Continental Dr, Suite 305, Newark, DE 19713, United States privacy@getbraid.ai