Privacy Policy

1. Information We Collect

1.1 Account Information

When you create a Zimmer account, we collect your name, email address, organization name, and billing information. If you sign up through a third-party authentication provider (such as Google or Microsoft), we receive basic profile information from that provider.

1.2 Agent and Content Data

We store the AI agents you create, including agent configurations, conversation flows, knowledge base content, themes, design settings, and any files or media you upload to the platform. This data belongs to you and is used solely to provide and improve the Service.

1.3 Conversation Data

When end users interact with your published agents, we collect conversation transcripts, intent classifications, sentiment analysis data, session metadata (browser type, device, approximate location), and any files attached during a conversation. Conversation data is processed to deliver AI responses, generate audience segments, and provide conversation insights to you.

1.4 Usage and Analytics Data

We automatically collect information about how you and your end users interact with the Service, including page views, feature usage, agent performance metrics, API call logs, and error reports.

1.5 Integration Data

If you connect third-party services (such as Shopify, Google Drive, or custom APIs), we access and store data necessary to maintain those integrations, such as product catalogs, calendar events, or document contents, in accordance with the permissions you grant.

1.6 Cookies and Tracking Technologies

We use cookies and similar technologies to maintain sessions, remember preferences, and analyze usage patterns. You can manage cookie preferences through your browser settings.

2. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain the Zimmer platform and its features
• Process AI agent interactions using our AI backend or your connected custom AI backend
• Generate conversation insights, intent classifications, and audience segments as part of our core analytics features
• Improve our AI models and platform functionality (only using aggregated and anonymized data)
• Process payments and manage your subscription
• Send you service-related communications, updates, and security alerts
• Respond to your support requests
• Detect and prevent fraud, abuse, or security incidents
• Comply with legal obligations

3. AI Processing and Data Handling

Zimmer processes conversation data through AI language models to deliver intelligent agent responses. When you use Zimmer's AI backend, conversation content is sent to our AI infrastructure (built upon third-party large language models) for processing. We do not use your specific conversation data to train or fine-tune foundational AI models.

When you connect your own custom AI backend (BYOM/RAG), conversation data is routed directly to your designated endpoint, and Zimmer does not retain copies of the AI-processed content beyond what is needed for conversation logging and analytics.

Audience segmentation and intent tagging are derived from conversation data and stored within your account. You control the export and use of these audience segments.

4. How We Share Your Information

We do not sell your personal information. We may share information with:

• Cloud infrastructure and hosting providers who store and process data on our behalf
• AI model providers (such as Anthropic, OpenAI, or others) to process agent conversations when using Zimmer's AI backend
• Payment processors to handle billing transactions
• Third-party integrations you have explicitly connected and authorized
• Analytics providers who help us understand platform usage (using aggregated data)
• Law enforcement or regulatory authorities when required by law or to protect rights and safety

All third-party service providers are bound by data processing agreements and are prohibited from using your data for their own purposes.

5. Data Retention

• Account data is retained for as long as your account is active.
• Conversation data is retained according to your plan settings and agent configuration (default: rolling retention based on your subscription tier).
• Files attached during conversations are automatically deleted 24 hours after upload.
• Generated documents (DOCX, PDF, CSV, XLSX exports) are retained for 7 days after creation.
• When you delete your account, we will remove your data within 30 days, except where retention is required by law.

6. Data Security

We implement industry-standard security measures to protect your data, including:

• Encryption in transit (TLS 1.2+) and at rest
• Regular security audits
• Access controls and authentication mechanisms
• Infrastructure monitoring

While we take reasonable steps to protect your information, no method of transmission or storage is completely secure.

7. Your Rights and Choices

Depending on your jurisdiction, you may have the right to:

• Access, correct, or delete your personal data
• Export your data in a portable format
• Restrict or object to certain processing activities
• Withdraw consent where processing is based on consent
• Lodge a complaint with a data protection authority

To exercise these rights, contact us at privacy@zimmerhq.ai.

8. User Data Deletion

8.1 How to Request Deletion of Your Data

You can request deletion of your data at any time through any of the following methods:

In-App Deletion: Log in to your Zimmer account, navigate to Settings → Account → Delete Account. This will initiate deletion of your account and all associated data, including agent configurations, conversation history, knowledge base content, audience segments, and any uploaded files.

Email Request: Send a deletion request to privacy@zimmerhq.ai from the email address associated with your account. Include your account email and organization name. We will verify your identity and process the request within 15 business days.

Data Deletion Instructions Page: We maintain a dedicated Data Deletion Instructions page that provides clear, step-by-step guidance on how to request deletion of your data.

8.2 Scope of Deletion

Upon receiving a valid deletion request, Zimmer will delete:

• Your account profile and credentials
• All AI agents, themes, and configurations you created
• Knowledge base content and uploaded files
• Conversation transcripts and analytics data
• Audience segments and intent tags
• Integration credentials and cached third-party data
• Any other personal data associated with your account

8.3 Deletion Timeline

We will process deletion requests within 30 days of receipt. Some data may be retained beyond this period only where required by law, necessary for fraud prevention, or needed to resolve ongoing disputes. We will notify you if any data must be retained and the reason for retention.

8.4 End-User Data Deletion

If you are an end user who interacted with an AI agent built on Zimmer (not a Zimmer account holder), you may request deletion of your conversation data by contacting the brand or organization that operates the agent. Alternatively, you may submit a request directly to privacy@zimmerhq.ai with details of the agent you interacted with and any identifying information (such as email or session identifier), and we will process the deletion on your behalf.

8.5 Confirmation

After your data has been deleted, we will send a confirmation to your registered email address (or the email provided in your request).

9. International Data Transfers

Zimmer operates globally and may transfer your data to servers located outside your country of residence. When we transfer data internationally, we ensure appropriate safeguards are in place, such as standard contractual clauses or other legally recognized transfer mechanisms.

10. Children's Privacy

Zimmer is not directed at children under the age of 16. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us at privacy@zimmerhq.ai and we will take steps to delete such information.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on our website and, where appropriate, by email. Your continued use of the Service after changes become effective constitutes acceptance of the revised policy.

12. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at:

Email: privacy@zimmerhq.ai