This Privacy Policy explains how Khayal Tech ("we," "us," "our") — a company registered in the Sultanate of Oman under Commercial Registration 1652139, with offices in Muscat / Bawshar — collects, uses, stores, and protects information when you use our services, products, websites, or interact with our AI agents (including Musaid and any other AI products we operate).
By using our services, you agree to the practices described here. If you do not agree, please do not use our services. We may update this policy from time to time; the "Last updated" date at the top will reflect the most recent version.
01
Information we collect
We collect a broad range of information necessary to deliver, improve, and secure our services. This includes information you provide to us directly, information generated through your use of our services, and information collected automatically through technical means.
Information you provide
- Identity & contact information — name, business name, phone number, email address, role, country, and other identifiers you submit through our website forms, account registration, briefings, or onboarding flows.
- Account credentials — passwords (stored encrypted), authentication tokens, and security questions where applicable.
- Business information — company name, commercial registration, industry, products, inventory data, pricing, and any operational data you upload or sync into our platform.
- Customer data — when you operate AI agents through our platform, you may provide us with information about your customers (their phone numbers, names, conversation history, transaction records, preferences). You are responsible for ensuring you have the right to share this data with us.
- Communications — messages, voice notes, files, and any content sent through or processed by our AI agents, our support channels, or our communication tools.
- Payment & billing information — when applicable, billing addresses, invoice details, payment method records, and transaction history.
Information generated through use
- Usage data — features accessed, pages visited, actions performed, dashboards opened, settings changed, and timing of activity.
- AI agent interactions — full transcripts of conversations between AI agents and end-customers, including text, images, voice transcriptions, and metadata.
- Performance & diagnostic data — error logs, response times, system events, and other technical telemetry necessary to operate the service.
Information collected automatically
- Device & connection data — IP address, browser type and version, operating system, device identifiers, screen resolution, language preferences, and timestamps.
- Cookies and similar technologies — small data files used to remember your preferences, keep you signed in, and measure how the service is used. You can disable cookies in your browser, but some features may not work properly.
- Location data — approximate location derived from IP address; we do not collect precise GPS location unless you explicitly enable it.
02
How we use information
We use the information we collect for the following purposes:
- To deliver our services — operate AI agents, process messages, generate responses, route conversations, store transcripts, and integrate with third-party platforms (e.g., WhatsApp, Instagram, your CRM).
- To improve our products — analyse usage patterns, train and refine AI models, debug issues, and develop new features.
- To provide customer support — respond to your inquiries, troubleshoot issues, and communicate updates.
- To secure the platform — detect fraud, prevent abuse, monitor for suspicious activity, and protect users.
- To comply with legal obligations — respond to lawful requests from authorities, enforce our agreements, and meet our regulatory duties under the laws of Oman.
- To send service-related communications — billing notices, security alerts, important platform changes, and customer success outreach. We do not send marketing email without your prior consent.
03
How we share information
We do not sell your personal information. We share information only in these limited circumstances:
- With service providers who help us operate the platform — including hosting providers, cloud infrastructure, payment processors, analytics tools, AI model providers, and communication APIs (such as WhatsApp Business API). These providers are bound by confidentiality and data protection obligations.
- With your customers (when you operate an AI agent) — for example, AI responses sent on your behalf may be visible to the end-customers you interact with.
- With legal authorities — when required by law, court order, or valid legal process in Oman or applicable jurisdictions.
- In connection with corporate transactions — if Khayal Tech is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction.
- With your explicit consent — for any other sharing, we will ask you first.
04
Data retention
We retain your information for as long as your account is active or as needed to provide our services, comply with legal obligations, resolve disputes, and enforce agreements. When you close your account or request deletion, we will delete or anonymise your information within a reasonable period, unless retention is required by law.
Specific retention practices include:
- Conversation transcripts: retained for the lifetime of your account, unless you request deletion.
- Account & billing records: retained for the duration of your relationship with us, plus any period required by Omani tax and commercial law.
- Diagnostic logs: typically retained for 90 days, then automatically purged.
- Backups: retained for up to 30 days for disaster recovery purposes.
05
Security
We implement industry-standard technical and organisational measures to protect your information, including:
- Encryption of data in transit (HTTPS/TLS) and at rest where supported.
- Access controls limiting who within Khayal Tech can view your data.
- Regular security reviews of our infrastructure and code.
- Sovereign hosting in Gulf-region infrastructure.
- Secure authentication mechanisms including hashed passwords and short-lived session tokens.
No system is perfectly secure. While we work hard to protect your data, we cannot guarantee absolute security. If a security incident affecting your data occurs, we will notify you and the relevant authorities as required by Omani law.
06
Your rights
Subject to applicable Omani law, you have the right to:
- Access the personal information we hold about you.
- Correct inaccurate or incomplete information.
- Delete your information, subject to our legal retention requirements.
- Withdraw consent for any processing based on consent.
- Port your data by requesting a copy in a commonly used format.
- Object to certain types of processing, including marketing.
- Lodge a complaint with the relevant data protection authority in Oman.
To exercise any of these rights, contact us at [email protected]. We will respond within 30 days.
07
Cookies & tracking
Our website uses cookies and similar technologies for the following purposes:
- Essential cookies — required for the site to function (sign-in, security, session state).
- Functional cookies — remember preferences (language, dashboard settings).
- Analytics cookies — help us understand how people use our site so we can improve it.
You can control or delete cookies through your browser settings. Disabling essential cookies will prevent parts of our service from working properly.
08
International data transfers
We are headquartered in the Sultanate of Oman, and we prioritise sovereign hosting within the Gulf region. However, some of our service providers (e.g., AI model APIs, communication infrastructure) may process data outside Oman. When this occurs, we take steps to ensure your information receives appropriate protection through contractual safeguards.
09
Children's privacy
Our services are not directed to children under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can delete it.
10
Changes to this policy
We may update this Privacy Policy as our services evolve, as legal requirements change, or as we adopt new practices. When we make material changes, we will notify you by email or through a prominent notice on our website. Continued use of our services after changes take effect constitutes acceptance of the updated policy.
11
Governing law
This Privacy Policy is governed by the laws of the Sultanate of Oman. Any disputes arising from this policy or your use of our services shall be subject to the exclusive jurisdiction of the courts of Muscat, Sultanate of Oman.
Contact us
If you have questions about this Privacy Policy or how we handle your information, reach out: