Privacy Policy

Effective November 5, 2026

This policy explains what personal data OrbScale collects, why, who processes it for us, where, and how long we keep it. It covers our website, the OrbScale dashboard and the chat window (the “widget”) that our customers put on their own websites. OrbScale is run by one person, Duong Nguyen Anh Khoa, trading as OrbScale, based in Ho Chi Minh City, Vietnam (“we”).

A Member is someone with an OrbScale account. A Visitor is someone who chats with an Orb on a Member's website.

Our role

• For Members (accounts, billing, support, this website), we are the controller: we decide how and why that data is used.
• For Visitors, and for the content Members add, the Member's business is the controller and we are its processor. We process that data only to run the service for the Member, under our Terms. The business's own privacy notice explains what it does with it.
• When you chat with OrbScale's own Orb on this website, we are the controller of that Conversation.

What we collect

From Members

• Account details: your email address and name, through Clerk.
• What you add: files, web pages, your Orbs' settings, instructions and business details, and the Knowledge Base built from them.
• Billing details through Dodo Payments, and our record of the credits you were given and used.
• When you last used the dashboard, which decides when an inactive Free Workspace is cleaned up.
• What you write to us when you ask for help.

From Visitors

• The messages exchanged with an Orb (the Conversation).
• The contact details a Visitor chooses to give in the contact card: name, email or phone, and a message. These become a Lead for the Member. The widget asks for nothing else.
• The IP address, used only to limit abuse (rate limits and the bot check). It is held in counters that expire within an hour and is not stored with the Conversation.

Cookies and browser storage

• The widget sets no cookies and stores nothing in the Visitor's browser. It uses a short-lived token held in memory.
• The dashboard uses Clerk's session cookies to keep you signed in, one cookie that remembers whether the sidebar is open, and browser storage to remember a hidden setup checklist. All are needed for the dashboard to work; none track you.
• This website sets no cookies and uses no analytics or advertising trackers.

Why we use it, and our legal basis

• To run the service you signed up for: build Knowledge Bases, answer Visitors, deliver Leads, send service emails. Basis: our contract with you.
• To bill for Plans and Top-ups and keep tax records. Basis: our contract, and legal obligations.
• To prevent abuse, keep the service secure, and find and fix poor answers. Basis: our legitimate interest in a safe, working service.
• For Visitor data, the Member's business chooses the legal basis; we act on its instructions.

We don't sell personal data, we don't send marketing email, and we don't use your content or Visitors' messages to train AI models. The model providers we use don't train on it either under their terms for paid API use.

Who processes data for us

Your files and Knowledge Base are stored on a server we rent from netcup, in Germany. Splitting and indexing them runs on that server too, and sends your text to no one else. These companies (subprocessors) process data for us, each only for the purpose listed and under their own data-protection terms:

• netcup GmbH (Germany): Hosts the server we rent, in Germany. netcup provides the machine and its data centre, and handles the data only to host it. Data: Everything stored on our server: your account and Workspace data, files, Knowledge Bases, Conversations and Leads.
• Clerk: Sign-in and account management for Members. Data: Your email address, name, sign-in codes, and session details such as IP address and browser.
• Dodo Payments: Our merchant of record: takes payments for Plans and Top-ups and handles sales tax and invoices. It acts as an independent controller for the payment. Data: Your billing name, email, address and payment details. We never see full card numbers.
• context.dev: Reads the files you upload and fetches the web pages you add. Data: Those files, the addresses of those pages and the text it reads from them.
• Anthropic: The language model that writes your Orb's replies and, when turned on, screens Visitor messages for abuse. Data: The Visitor's message, recent messages of the Conversation, the passages found in your Knowledge Base and your Orb's instructions and business details.
• Google (Gemini API, paid tier): A backup language model, used only if we set an Orb to it. Data: The same as Anthropic, for those replies.
• Jev by typesafe.ai: Optional screening of Visitor messages for abuse, used only if we turn it on. Data: The Visitor's message and your Orb's business name and description.
• Langfuse (EU region): Optional: records how each reply was produced so we can find and fix bad answers and costs. Data: Workspace, Orb and Conversation ids, the model, token counts, cost, timing, and which passages were used, by id and score. No message text.
• Resend: Sends email to Members: new Lead notifications, inactivity warnings and account notices. Data: The recipient's email address and the email's content, which can include a Lead's details.
• Cloudflare: Hosts this website, carries all traffic to our server, and runs the Turnstile bot check in the chat window. Data: IP addresses, request details, and the browser signals Turnstile uses.

We will update this list before we add a subprocessor that handles Visitor or customer content.

International transfers

Several of these companies process data outside the EU and the UK, mainly in the United States. Where the law requires it, we rely on the safeguards they offer, such as the European Commission's standard contractual clauses, and we carry out the transfer assessments the law requires.

How long we keep it

• Conversations are deleted once their last message is older than your Plan keeps them: Free: 7 days, Starter: 90 days, Pro: 180 days. A job checks every day. If you move to a Plan that keeps them for less time, older Conversations are deleted at the next check.
• Leads stay when their Conversation is deleted. They are deleted with the Orb or the Workspace they belong to.
• Inactive Free Workspaces: when no Member of a Free Workspace has used the dashboard for 23 days, we email a warning. At 30 days, and at least 7 days after the warning, we delete its Orbs with their Knowledge Bases, files, Conversations and Leads. The account and its credits stay, so you can sign in and start again.
• Sources and Orbs you delete are removed straight away, with their indexed text; deleting an Orb also deletes its Conversations and Leads. Stored files are erased within minutes.
• Your account: when you delete it, your Workspace and everything in it (Orbs, Knowledge Bases, Conversations, Leads, credit and billing records) are deleted straight away, and stored files within minutes.
• Caches: answers reused for repeated questions are kept for at most 7 days and dropped when the Orb is deleted. Numeric fingerprints of questions (not their text) are kept for at most 30 days.
• Our subprocessors may keep data for a short time under their own terms, for example for abuse monitoring. Dodo Payments keeps payment and tax records for as long as the law requires.

Security

• Every Workspace's data is kept apart in the database by two separate checks, one in our code and one in the database itself.
• Our server accepts no direct connections from the internet: all traffic reaches it encrypted, through Cloudflare.
• Sign-in uses one-time email codes, with no passwords to steal. The widget runs on a separate address from the dashboard and never receives dashboard cookies.
• Uploaded files are private, and API keys stay on our server.

No system is perfectly secure. If a breach affects your data, we will tell you, and the authorities where required, without undue delay.

Your rights

Depending on where you live, including under the EU and UK GDPR and Vietnam's personal data protection law, you can ask to access, correct, delete or receive a copy of your personal data, to restrict or object to how we use it, and to withdraw consent you gave. You can also complain to your data-protection authority; in Vietnam, that is the Department of Cybersecurity and High-Tech Crime Prevention (A05) of the Ministry of Public Security.

• Members: you can see and delete your data in the dashboard, including a single Conversation or Lead when a Visitor asks, and export your Leads as CSV. For anything else, write to privacy@orbscale.com. We answer within 30 days, or sooner where the law requires.
• Visitors: ask the business whose website you chatted on, since it controls your data. We will help it answer. If you can't reach it, write to privacy@orbscale.com and we will pass your request on.

Vietnam

We follow Vietnam's personal data protection rules, including Decree 13/2023/ND-CP. This policy is our notice of how we process personal data under those rules, including its transfer abroad to the subprocessors listed above. Where they require a Visitor's consent, the Member's business collects it.

Children

OrbScale is for businesses and is not meant for anyone under 18. Members must not aim their Orbs at children. If you think a child's data has reached us, write to privacy@orbscale.com and we will delete it.

Changes

If we change this policy in a way that matters, we will email Members before the change takes effect. The date at the top shows when this version took effect.

Contact

Privacy questions and requests: privacy@orbscale.com. We are Duong Nguyen Anh Khoa, trading as OrbScale, Ho Chi Minh City, Vietnam. Our full postal address is available on request at privacy@orbscale.com.