Privacy Policy

1. Introduction

Welcome to Vidimo. This Privacy Policy explains how Nuage ("we", "our", or "us") collects, uses, and shares information in connection with our B2B SaaS property management tool, Vidimo.

Vidimo serves as a unified operations hub for hospitality professionals. Our role under data protection law depends on the type of data:

• Guest data processed on behalf of customers (e.g., guest messages, booking details, contact information): Our customers (Property Managers and Hosts) are the Data Controllers and Nuage acts as a Data Processor.
• Account, billing, and platform-integration data (e.g., customer account details, payment information, and the credentials or metadata that integration partners such as Meta provide to us directly, including Meta user IDs, WhatsApp Business Account identifiers, access tokens, and app secrets): Nuage is the Data Controller.

2. Data We Collect

Customer Data

We collect information from our customers when they register for an account, including name, business name, email address, payment information, and details about staff members they invite to the platform.

When someone uses the Vidimo app, our error and performance monitoring provider, Sentry, receives its error and crash reports, a sample of performance measurements, and a record of each app session. These carry the signed-in user's account identifier, the property they are working in, and a random identifier for that installation of the app, so that we can find and fix problems a customer reports.

Guest Data

On behalf of our customers, we process data related to their guests. This includes messages originating from platforms like WhatsApp, Airbnb, and Booking.com, as well as booking details, contact information, and special requests. Where a guest sends a voice message, we also process an automated transcription of the recording.

Identity documents

Where a customer uses our check-in features, we process identity-document data that guests provide: document type and number, a national or personal identification number where the document carries one, date and place of birth, sex, nationality, issuing country, expiry date, and country and address of residence. The document is read on the guest's own device and we do not store images or scans of it. We store the resulting data. Because a guest or a staff member can re-submit to correct a detail, each submission is also kept as its own dated record, noting whether it came from the guest's check-in link or from a staff member in the app, so that a later correction never erases what was captured before.

Statutory guest registration

Several countries require accommodation providers to report guest stays to a public authority. Where a customer uses this feature, we transmit the legally prescribed guest data to the competent authority on that customer's behalf, for example AJPES in Slovenia and the Alloggiati Web service of the Polizia di Stato in Italy.

3. How We Use Data

We use the data we collect to provide, maintain, and improve the Vidimo platform, including our unified inbox, translation services, and task management features.

Support access

When you need help, a member of the Vidimo support team can open the Vidimo web app as one of your staff members, to see what they see and sort it out with you. Each support visit:

• lasts until the agent exits it, and at most one hour;
• covers what that staff member can see and do, including any other property they work for;
• shows the agent a banner the whole time, naming whose account they are in;
• is logged with who visited, as which staff member, and when it started and ended. Changes your activity history records show the agent's name, on behalf of that staff member;
• keeps the app's copy of your data in that one browser tab, and clears it when the agent exits; photos the browser itself caches follow its usual cache rules;
• does not mark anything as read for you.

Support cannot change a password, an email address or a sign-in method, send or accept invitations, delete the account, or give an outside app, such as an AI assistant, access to it. Visit logs are kept for 730 days, like support conversations, or until that staff member leaves the property or deletes their account. Our Terms of Service cover this too.

4. WhatsApp & Meta Integration

Vidimo operates as a WhatsApp Tech Provider under Meta's Embedded Signup program. This allows our customers to connect their WhatsApp Business accounts to the Vidimo platform.

When facilitating communication via the WhatsApp Business API, we process messages securely and in strict compliance with the WhatsApp Business Terms of Service. We do not use WhatsApp message data for any purpose other than providing the unified inbox service to our customers.

For Platform Data that Meta shares with us directly through the Embedded Signup flow and the WhatsApp Business API (including Meta user IDs, email addresses, WhatsApp Business Account identifiers, phone-number IDs, access tokens, and app secrets), Nuage is the Data Controller. This data is used solely to provision, operate, and secure our customers' WhatsApp integrations, and is not shared with third parties except the subprocessors listed on our Subprocessors page.

5. Connecting Your Own AI App

A customer can connect an AI app of their own choosing, such as Claude (made by Anthropic) or ChatGPT (made by OpenAI), to their Vidimo account through the Vidimo connector at https://mcp.vidimo.app/mcp. The connector uses the Model Context Protocol (MCP): once it is connected, the AI app can look up the customer's Vidimo data to answer the questions a user asks it.

How a connection is made

A connection exists only when a Vidimo user adds the connector in their AI app, signs in to Vidimo, and approves the access screen Vidimo shows them. We then issue that AI app a credential tied to that user. The AI app never receives the user's Vidimo password.

What the AI app can read

The connection is read-only: it cannot create, change, send, or delete anything in Vidimo. It reads the same data the user's role already shows them in Vidimo, for the properties they belong to:

• reservations and the guests staying on them: names, stay dates, rooms, booking status and, for guests who completed check-in registration, nationality;
• guest contact details (email address and phone number);
• whether each guest has been registered with the authorities, and what is blocking any who have not;
• tourist tax, charges, payments, and balances on a reservation;
• availability, occupancy, and guest-nationality statistics;
• cleaning and maintenance tasks, and team members' names, roles, and contact details;
• property and room details, and our public user guides.

It does not read guest messages, identity-document numbers, dates of birth, or payment card details.

Where the data goes

When the AI app asks, Vidimo sends the answer to that app. From then on the data is handled by the AI app's provider under the customer's own agreement with that provider, not under ours. For guest data, we send it as the customer's processor, on their instruction (see section 1). The provider is chosen by the customer and is not one of our subprocessors. Depending on the customer's plan and settings, the provider may keep conversations or use them to improve its models, so a customer should check that their AI provider's terms suit the guest data they plan to ask about before connecting.

What we keep about a connection

To run and secure connections, we keep the details an AI app registers with us or publishes about itself (its name, icon, and the web addresses it uses), a record of which user approved which app and when, and the credentials we issue. Access credentials expire after one hour and the app renews them while it keeps using the connection; a connection left unused for 30 days stops working. We also keep a per-user request counter to limit request rates, and technical logs. Our error and performance monitoring provider, Sentry, records the user's account identifier, which lookup the AI app made, and what it asked for (search terms, identifiers, and dates, which can include a name the user asked about), but not the data we returned. Nuage is the Data Controller of these connection records, and keeps them as described in section 7.

We see only the lookups an AI app makes, never the user's conversation with it, and we do not use data read through a connection to train AI models.

Ending a connection

A user can end a connection at any time by removing the Vidimo connector in their AI app. To have a connection's credentials revoked on our side straight away, email privacy@vidimo.app.

6. Data Sharing & Third Parties

We use trusted third-party service providers, also called subprocessors, to help operate Vidimo. These include providers for hosting, database, storage, messaging, transactional email, payments, support, error monitoring, and AI-assisted features.

These providers may process personal data only as needed to provide services to Vidimo or our customers. A current list of subprocessors is available at our Subprocessors page.

AI apps that a customer connects to Vidimo themselves (section 5) are not subprocessors: the customer chooses them and shares data with them under the customer's own agreement with the provider.

7. Data Retention

We follow standard SaaS retention: customer data is retained while the account is active and deleted within 30 days after account deletion, unless we are legally required to retain limited records for tax, accounting, security, dispute-resolution, or booking/compliance purposes. Where required, those limited records may be retained for up to 7 years.

8. User & Guest Rights (GDPR)

Under the GDPR and other applicable privacy laws, individuals have rights regarding their personal data, including the right to access, correct, or delete their information.

For Guests: Because we process guest data on behalf of Property Managers (who are the Data Controllers), guests wishing to exercise their data privacy rights must contact the Property Manager directly. We will assist our customers in responding to such requests.

Step-by-step instructions for deleting your account, and for asking a property to delete what it holds about you, are on our Delete your data page.

9. Cookies & Tracking

We use essential cookies to operate the Vidimo platform (such as keeping you logged in). On our marketing site and guest portal we also use Vercel Web Analytics to understand how visitors move through the pages. It is cookieless: it sets no identifier on your device and does not track you across sites. It records page views, not the information you enter, so nothing you submit during check-in reaches it. You can manage your cookie preferences through your browser settings.

10. Requests from Public Authorities

From time to time, Nuage may receive requests from public authorities (including law enforcement, regulators, and national-security bodies) to disclose personal data. We handle such requests under the following principles:

• Legality review. Every request is reviewed to confirm it is issued by a competent authority, has a valid legal basis, and is sufficiently specific. We do not disclose data in response to informal or voluntary requests.
• Right to challenge. Where a request appears unlawful, overbroad, or inconsistent with the GDPR or other applicable law, we will challenge or seek to narrow it, including through legal counsel where appropriate.
• Data minimization. We disclose only the minimum personal data strictly necessary to comply with a valid request, and we object to requests for bulk or unspecified data.
• Documentation. We document each request received, the legal reasoning applied, the personnel involved, and our response, and we retain those records for audit purposes.
• Customer notice. Where we are legally permitted to do so, we will notify affected customers before disclosing their data so they may seek appropriate remedies.

We publish aggregate information about the volume of such requests we receive whenever we are legally permitted to do so.