1. Who we are
VYG.AI is operated by Voyage Mobile, Inc. ("VYG", "we", "us"), 1853 Lions Ridge Loop, Vail, CO 81657. We provide customer data, automation, and messaging software to online brands ("Merchants").
This policy explains what personal information we handle, why, and what choices you have. Questions and requests go to service@vyg.ai.
2. Two roles, and which one applies to you
When we act for ourselves. If you visit vyg.ai, create an account, request a demo, or talk to our team, we decide how your information is used. Sections 3, 6, 7, 8, and 9 apply to you.
When we act for a Merchant. If you shop with, or receive messages from, a brand that uses VYG, that brand decides what is collected and why. We handle your information on the brand's behalf as its service provider (also called a processor). Section 4 describes what we do for Merchants. The brand's own privacy policy governs, and privacy requests should go to the brand. If you contact us, we will direct you to the brand or pass your request on.
3. Information we collect for ourselves
| What | Examples | Why |
|---|---|---|
| Account and signup details | Brand name, website address, work email, password or sign-in link, user names and roles | Create and secure your account, provide the service |
| Business contact details | Name, email, phone, company, role, what you tell us in demo requests or support messages | Respond to you, sales, support |
| Billing details | Plan, invoices, payment status. Card numbers are handled by our payment processors and we do not store them. | Billing, accounting, tax |
| Usage and device data | Pages viewed, features used, IP address, browser type, timestamps, log data | Run, secure, and improve our site and product |
| Cookies and similar technology | Strictly necessary cookies and local storage for sign-in and preferences. vyg.ai does not use advertising or analytics trackers. Our pages load fonts and icons from Google Fonts and jsDelivr, which receive your IP address when your browser requests those files. Our demo booking page embeds a scheduling calendar from Calendly, which receives your IP address and the details you enter when you book, and may set its own cookies under its own privacy policy. | Keep you signed in, remember settings, display the site |
| Communications | Emails, call notes, and text messages between you and our team | Support, sales, records |
We collect this from you directly, from your use of our site and product, and from platforms you connect (for example your Shopify store details when you install our app).
4. Information we process for Merchants
When a Merchant uses VYG, we process information about that Merchant's customers and site visitors on its behalf. Depending on the products and integrations the Merchant uses, this can include:
- Contact details: name, email address, phone number.
- Consent records: whether and when a person agreed to receive text messages, and opt-out status.
- Shopping information: carts, checkouts, orders, products viewed or bought, subscriptions, discounts, and returns.
- Site activity: pages viewed, referring links, campaign tags, device and browser type, and approximate location from IP address.
- Identifiers: a first-party visitor ID and session ID set by the VYG pixel, customer IDs from the Merchant's platforms, and marketing identifiers the Merchant already uses (for example identifiers from its email provider).
- Form entries: the VYG pixel can detect an email address or phone number that a visitor enters into a form field on the Merchant's site, which can happen before the form is submitted. The Merchant controls whether this feature is on. Merchants are responsible for telling visitors about this and for getting any consent the law requires.
- Messages: the content of text messages and other conversations between a person and the Merchant, including attachments, and feedback about those conversations.
- Profiles and insights: we combine the above into a single profile per customer for the Merchant. This includes matching records that appear to belong to the same person, and computed information such as order counts, total spend, time since last purchase, engagement scores, tags, and segments.
We use this information only to provide our services to the Merchant, to keep those services secure and working, and as the law allows service providers to do. We do not sell it, and we do not use it to advertise our own products to a Merchant's customers.
Who writes the messages. Messages from a Merchant that uses VYG may be sent automatically by campaigns the Merchant sets up, written by trained human agents working on the Merchant's behalf, or drafted or generated with the help of artificial intelligence. In every case the Merchant is the sender.
5. How we use artificial intelligence
We use machine learning models, including models run by third-party providers, to:
- suggest or draft message replies and campaign content;
- summarize conversations and classify them by topic and sentiment;
- build customer segments and answer Merchants' questions about their data;
- search conversation history;
- learn about a Merchant's products and policies from its website so that replies are accurate.
To do this, message content and profile information are sent to those models. Our model providers include Amazon Web Services (Amazon Bedrock) and OpenAI. We use their business API services, whose terms do not allow them to use the data we send to train their models. A provider may keep data for a short period to monitor for abuse, as its terms describe. We do not use Merchant customer data to train general-purpose models of our own. Merchants can also connect their own AI tools to their VYG data through our API. The Merchant is responsible for those tools.
We do not use AI to make decisions that have legal or similarly significant effects on individuals.
6. Text messages
Messages from a Merchant. If you receive texts from a brand through VYG, you agreed to that with the brand. Reply STOP to any message to opt out. Reply HELP for help. Message and data rates may apply. Message frequency varies by brand.
Messages from VYG. If you give us your phone number and agree to receive texts from us, we will text you about your account, demos, or our products. Consent is not a condition of purchase. Message frequency varies. Reply STOP to opt out and HELP for help. Message and data rates may apply.
No sharing of mobile opt-in data. We do not sell, rent, or share phone numbers or text messaging consent with third parties or affiliates for their marketing purposes. We share this information only with service providers that help deliver messages, such as carriers and messaging aggregators.
7. When we share information
We share personal information only as follows:
- Service providers (subprocessors) that work for us under contract: cloud hosting and data storage, messaging carriers and aggregators, customer support and agent tools, AI model providers, payment processors, email delivery, and security and monitoring tools. Our main providers include Amazon Web Services (hosting and AI models), ClickHouse (event storage), Twilio and Infobip (message delivery), Front (agent inbox), OpenAI (AI models), Stripe and Shopify (billing), Vercel (website hosting), and Google Workspace (email). We will give a current list on request to service@vyg.ai.
- Platforms a Merchant connects. When a Merchant links its store, email, help desk, subscription, or other tools, we exchange data with them at the Merchant's direction.
- The Merchant. Information we process for a Merchant is available to that Merchant.
- Legal and safety. When required by law, legal process, or carrier or regulatory inquiry, or to protect rights, safety, and the security of our services.
- Business transfers. As part of a merger, acquisition, financing, or sale of assets, under confidentiality terms.
- With consent. In other cases, with your consent.
We do not sell personal information, and we do not share it for cross-context behavioral advertising.
8. How long we keep information
| Information | Period |
|---|---|
| Text conversation content | While the Merchant's account is active. Deleted or anonymized within 12 months after the account closes, or sooner on the Merchant's instruction |
| Event and site activity data | Up to 36 months after the event. Raw delivery records about 90 days. |
| Customer profiles processed for a Merchant | Deleted or anonymized within 12 months after the Merchant's account closes, or sooner on the Merchant's instruction |
| Opt-out and consent records | As long as needed to honor the opt-out and to show compliance with messaging laws |
| Account, billing, and tax records | 7 years |
| Sales and support communications | 3 years after last contact |
We may keep information longer where the law requires it or to resolve disputes. We may keep and use information that has been aggregated or de-identified so that it no longer identifies a person.
9. Your choices and rights
Marketing. Unsubscribe links are in our emails. Reply STOP to our texts.
Cookies. vyg.ai uses only the cookies and local storage needed to run the site and keep you signed in. You can clear or block them in your browser, though sign-in may stop working.
Privacy rights. Depending on where you live, you may have the right to:
- know what personal information we hold about you and get a copy;
- correct it;
- delete it;
- opt out of sale, sharing for targeted advertising, and certain profiling;
- limit use of sensitive personal information;
- not be treated unfairly for using these rights;
- appeal if we decline your request.
These rights exist under laws in California, Colorado, Connecticut, Virginia, Utah, Texas, Oregon, and other U.S. states. To make a request about information we hold for ourselves (section 3), email service@vyg.ai. We will verify your identity using information we already have, and we respond within 45 days. If we decline, you can appeal by replying to our decision, and we will respond to the appeal within 60 days. If you are not satisfied you may contact your state attorney general. An authorized agent may make a request for you with proof of authority.
To make a request about information a brand collected (section 4), contact that brand. If you contact us, tell us which brand, and we will pass your request to it.
Opt-out preference signals. We do not sell or share personal information collected on vyg.ai, so there is nothing for a Global Privacy Control signal to switch off on our site. The VYG pixel gives Merchants settings to limit collection, and Merchants are responsible for honoring signals from their visitors.
California notice. In the past 12 months we collected the categories in section 3 (identifiers, commercial information, internet activity, professional information, and account credentials) for the purposes listed there, and disclosed them to the service providers in section 7. We do not knowingly sell or share the personal information of anyone under 16.
10. Children
Our services are for businesses. They are not directed to children, and we do not knowingly collect personal information from children under 13, or under 16 where a higher age applies. Merchants may not use VYG on sites directed to children. If you believe a child has given us information, contact us and we will delete it.
11. Security
We use administrative, technical, and physical safeguards designed to protect personal information, including encryption in transit, access controls, and audit logs. No system is completely secure. If you think your account has been compromised, contact us right away.
12. Where information is processed
We are based in the United States, and we process and store information there. Our services are intended for Merchants in the United States and Canada. We do not offer them to Merchants in the European Economic Area, the United Kingdom, or Switzerland. If you use our site from another country, your information will be transferred to the United States. Canadian residents may ask to access or correct their personal information by emailing service@vyg.ai.
13. Shopify
If you install our app from the Shopify App Store, we receive store and customer data through Shopify's APIs under the permissions shown at install. We respond to Shopify's customer data request, customer deletion, and shop deletion notices.
14. Changes
We may update this policy. We will post the new version here with a new date, and for material changes we will notify account holders by email or in the product.
15. Contact
Voyage Mobile, Inc. 1853 Lions Ridge Loop, Vail, CO 81657 service@vyg.ai