Neo is a WhatsApp assistant that runs errands for you, such as booking flights, placing online orders and buying prepaid electricity. To do that it needs some of your personal information. This policy explains what we collect, why, who helps us, and the choices you have. It follows South Africa's Protection of Personal Information Act (POPIA) and, because our company is registered in the UK, the UK GDPR.
Who we are
Neo is operated by [COMPANY LEGAL NAME], registered in England and Wales (company no. [COMPANY NUMBER]), [REGISTERED ADDRESS]. We are the responsible party (data controller) for your information.
Information Officer: [NAME], privacy@heyneo.me.
What we collect
- Your WhatsApp number, and the profile name WhatsApp shares with us.
- Your messages to Neo and Neo's replies, so it can understand and finish your request.
- Details you choose to tell Neo, such as your name, home city, seat preference or delivery address, so you don't have to repeat them.
- Task and booking records, such as a booking reference, flight times or an order total.
- Logins and payment cards you save (when this is available). These are stored encrypted and filled in by our systems. Neo's AI never sees them, and we never see your full card number.
- Technical records of what happened (for example "message received", "reply sent", costs and errors). These never contain the text of your messages.
We do not ask for, and Neo will not store from chat, passwords, PINs, one-time codes, or ID or passport numbers. Where a task needs an ID or passport number, we will collect it through a secure page, not in the chat.
Why we use it
- To run the errands you ask for and send you the results.
- To remember your preferences, if you share them.
- To keep Neo safe: preventing fraud and abuse, and keeping a record of every approval you give.
- To fix problems and improve the service, using records that do not contain your messages.
We use your information because you asked us to do something for you (the service you signed up for) and with your consent, which you give when you join. We do not sell your information, and we do not use it for advertising.
Who helps us
We use trusted service providers (operators) to run Neo. They may only use your information to provide their service to us.
| Provider | What for | Where |
|---|---|---|
| Meta (WhatsApp) | Delivering messages between you and Neo | [REGIONS] |
| OpenRouter, and the AI providers it routes to (currently Google and Amazon Web Services) | Understanding your messages and writing replies. We use zero-data-retention routing, so providers do not keep or train on your messages. | [REGIONS] |
| Supabase | Our database | EU (Ireland) |
| Render | Hosting the Neo service | [REGIONS] |
| Browserbase (when tasks are live) | The secure cloud browser Neo uses to complete tasks on merchant websites | [REGIONS] |
When Neo completes a task, it shares only what that merchant needs (for example, your name and flight details with an airline) with the merchant you chose.
Sending information outside South Africa
Some of our providers process information outside South Africa, including in the EU, the UK and the United States. We only use providers bound by data protection terms that give your information a level of protection similar to POPIA, and you consent to these transfers when you join.
How long we keep it
- Messages: [PERIOD], then deleted.
- Booking and approval records: [PERIOD], because we may need them for refunds, disputes and legal duties.
- Your saved preferences: until you ask Neo to forget them or close your account.
- Technical records: [PERIOD].
Keeping it safe
Your information is encrypted in transit and at rest, access is limited to the people who need it, and secrets such as passwords and card details are kept apart from Neo's AI. Every payment needs your approval, first in the chat and then in your own banking app.
Your rights
- Ask what we hold about you and get a copy.
- Correct anything that is wrong.
- Delete it. You can tell Neo "forget everything about me", or email us.
- Object to how we use it, or withdraw your consent at any time.
Email privacy@heyneo.me and we will reply within [NUMBER] days. If you are not happy with our answer, you can complain to South Africa's Information Regulator or, in the UK, the Information Commissioner's Office.
Children
Neo is for people aged 18 and over. We do not knowingly collect information from children.
Changes
If we change this policy in a way that matters, we will tell you on WhatsApp before the change takes effect.