Privacy policy
Your data, clearly arranged.
Cleo works with your firm's data and your clients' data. That calls for clear agreements. On this page you can read exactly what we collect, what we use it for and which rights you have.
Last updated: September 8, 2026
In short
We collect little
Only what's needed to make Cleo work for you — no trading in data.
You stay in control
Connections to your systems only work with your permission.
Well secured
Encryption, secure servers and regular security checks.
Always available to you
Access, correct or delete — one email is enough.
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Introduction
At Cleo, we take your privacy seriously. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered assistant services and website.
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Who is responsible for your data
TagCleo provides Cleo. For anything privacy-related: privacy@tagcleo.ai. TagCleo is registered with the Dutch Chamber of Commerce under [add KvK number], with its registered office at [add address].
Two roles, and the difference matters
For your firm's own data — your account, your users, your billing and how you use Cleo — we are the controller. For everything Cleo processes on your behalf — the mail in your inbox, your appointments, your client files, the calls that come in — you are the controller and we are the processor. In that role we only do what you instruct. If you work with your own clients' data, that comes with a data processing agreement; request one at privacy@tagcleo.ai.
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What we collect
Data you give us
Your name, email address and account details
Your organisation's details and the colleagues you invite
Content Cleo processes for you — mail, appointments, documents, client and case data
Calls that come in through the phone assistant, with transcript and summary
Credentials for client portals you put in the vault — encrypted, and usable only on exactly the domain you intended them for
Data that arises by itself
IP address, browser type and device details
How you use Cleo: which features, how often, what consumption
Security events: successful and failed sign-in attempts, with timestamp and IP address
Technical logs from automated browser tasks — short excerpts of the pages the assistant visits, so we can investigate why something went wrong
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What we use your data for, and on what basis
The GDPR requires us to explain, per kind of data, why we are allowed to process it. That is not a formality: it also determines what we may not do. Here it is, kind by kind.
By kind of data
Your account and organisation
Signing in, determining permissions, adding colleagues, billing and tracking usage.
Performance of our agreement — without this data there is no service to deliver.
Mail, calendar and contacts
Showing and grouping messages, drafting replies, scheduling appointments and applying actions in your own mailbox.
Performance of the agreement towards you. For the people who email you — they have no contract with us — the basis is our legitimate interest in delivering the service, alongside your interest and theirs in a timely and accurate reply. You remain the one who decides what happens to those messages.
Phone calls, recordings and transcripts
Answering the phone, reporting back what was discussed and proposing follow-up.
Performance of the agreement for answering itself. Recording is a separate choice you make — which is why you can switch it off — and you decide whether you do that on legitimate interest, with a notice to the caller, or on consent.
Documents, files and administrations
Making documents searchable, maintaining case files and running checks.
Performance of the agreement. For records you are legally required to keep, such as your tax administration, compliance with a legal obligation applies as well.
The assistant's browser tasks
Carrying out tasks on websites and portals, and retrieving documents behind a login.
Performance of the agreement: every task starts on your instruction. The assistant never sets off on its own.
Credentials in the vault
Retrieving documents from a portal only you have access to.
Performance of the agreement — without the login there is no document. A password is released only for exactly the domain you intended it for.
Sign-in attempts, IP address and technical logs
Spotting attacks, preventing abuse and working out why something went wrong.
Our legitimate interest in a secure, working platform. The GDPR names network and information security explicitly here. We keep this data briefly: security events for 90 days, technical logs for less.
And what not for
We never use your content to train general AI models, never for advertising and never for credit or lending decisions. Nor does Cleo make decisions with legal effect for you or your clients: it proposes, you approve. Where you have set something to run unattended, it concerns correspondence and administrative work — never a decision that grants or refuses someone a right.
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Phone calls
When Cleo answers your phone, the call is recorded by default and automatically written up into a transcript and a summary. That is your choice to make: recording can be switched off per assistant. With it off, the transcript and summary still exist — they come from the conversation itself, not from the recording.
What this asks of you
The people calling you are your clients, not ours. You are the one who has to tell them that calls are recorded and why — for example with an announcement at the start of the call, or in your own privacy statement. We provide the switch; the notice is yours to give.
How long a recording stays
You can set a retention period in days per assistant. If you do, a daily job deletes the audio once that period has passed. If you set nothing, the audio stays until you ask us to remove it — nothing disappears by itself. Transcripts and summaries are kept even after the audio is deleted: you need those to read back what was agreed.
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How long we keep things
No open ends and no vague periods — this is what actually happens:
Account and organisation data — for as long as your account exists, and after that until you ask us to erase it
Mail, appointments, files and assistant memory — for as long as your account is active; you decide when they go
Call recordings — according to the retention period you set per assistant; if you set none, they stay until you ask
Call transcripts and summaries — for as long as your account is active, including after the audio has been deleted
Security events such as sign-in attempts and IP address — 90 days, then erased automatically
Technical logs at our hosting provider — short-lived, according to their own retention period
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Who we bring in
Our processors
A small number of parties help us run Cleo. Below is what each kind does and why it is needed.
Hosting — runs the application and holds short-lived technical logs
Databases — store your data: messages, files, knowledge base and the assistant's memory
File storage and key management — hold documents, recordings and the encrypted credentials in the vault
AI processing — reads and writes the drafts and proposals you review; on a paid business subscription with a data processing agreement, so your content is not used to train models
Execution environment for browser tasks — the sandbox the assistant uses to visit websites and portals
Email infrastructure — sends and receives messages on the platform's behalf
Telephony and voice — the phone numbers and the voice connection during calls
Services you connect yourself
Google Workspace, Microsoft 365, WhatsApp Business, Telegram and Yuki are not our processors. You hold your own contract and your own relationship with those parties; Cleo connects on your instruction and stays within the permissions you grant. What they do with your data is set out in their terms, not ours. You can disconnect any of them at any time via Settings › Tools: we delete the access token and, where the provider supports it, revoke the access on their side too.
Processing outside the EU
Some of our processors are based in the United States. Where data is processed outside the European Economic Area, that happens under the EU-US Data Privacy Framework or on the basis of the European Commission's standard contractual clauses.
We never sell your data and never share it with data brokers or advertising networks.
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Security
Specifics rather than generalities. All traffic runs over TLS. Passwords are stored hashed with bcrypt plus a separate application key, so a stolen database yields no usable passwords. Two-factor authentication is available to switch on. Tokens for your connected services are encrypted with AES-256-GCM and can be rotated; portal passwords live in a separate key vault and are released only for exactly the domain they were meant for. Every database read is scoped to an organisation, so one firm's data cannot reach another's. We assess ourselves against the OWASP ASVS standard, have an external review done periodically, and keep a register of what is still open. Absolute security does not exist; we would rather tell you precisely what we do than promise it.
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Google User Data
When you connect a Google account, Cleo accesses only what the assistant needs to do its work inside your own mailbox and calendar. We deliberately request the narrowest scopes that make those features possible: we do not request full Gmail access and we can never permanently delete your mail.
What we access
Gmail messages — sender, subject and message content, plus attachments you open, so the assistant can show your mail, draft replies and recognize documents
Gmail labels — to mirror the actions you take in Cleo (archive, mark as read, mark as spam, move to trash) back into your mailbox
Sending email — replies and messages you have approved are sent from your own address
Google Calendar — your free/busy times to propose a slot, and your events to answer agenda questions and avoid double bookings
Your email address and profile name — to identify the connected account
How we use it
Google user data is used only to deliver the features you see in Cleo: reading and replying to your mail, keeping your inbox in sync, and booking appointments. Message content is processed by our AI provider purely to produce the drafts and proposals you review before anything is sent. It is never used for advertising, never sold, and never used to make credit or lending decisions.
Storage and retention
Messages and appointments that Cleo has processed are stored in your organization's own workspace so that conversations, proposals and the audit log stay readable. We keep this data for as long as your account is active. You can disconnect a Google account at any time via Settings › Tools, which stops Cleo from accessing it. To have data that has already been processed removed, email privacy@tagcleo.ai and we will delete it.
Limited Use
TagCleo's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. Google Workspace APIs are not used to develop, improve, or train generalized AI and/or ML models.
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Your rights
Access your data
Correct inaccurate data
Have your data erased
Restrict processing or object to it
Take your data with you (portability)
Withdraw consent
Lodge a complaint with the Dutch Data Protection Authority
How to use them
Email privacy@tagcleo.ai. We confirm your request and complete it within one month — in practice sooner. If you ask for erasure, we remove your data from all our systems: the database, document storage, file storage and the queues, including recordings, transcripts and the assistant's memory. You get a message once it is done. Erasure currently runs through us rather than a button in the app: a deliberate choice while we are small, with the same result for you.
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Questions about your privacy?
We reply quickly — usually within one business day.