Lash

Privacy Policy

Last updated: August 2025

1. Company Information

R S G Soluções em Negócios Ltda (CNPJ: 41.923.108/0001-33), operating under the brand name "Lash" ("we," "us," "our," or "Company"), is a Brazilian limited liability company established on May 12, 2021, located at Rua Pais Leme, 215, Pinheiros, São Paulo - SP, CEP 05424-150, Brazil.

We are committed to protecting your privacy and maintaining the highest standards of data protection. This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our AI-powered customer support platform available at getlash.ai.

2. Business Operations

R S G Soluções em Negócios Ltda provides Software-as-a-Service (SaaS) solutions specializing in AI-powered customer support automation. Our services include automated ticket processing, intelligent chatbots, WhatsApp integration, and comprehensive customer service management tools for businesses across Brazil and Latin America.

3. Information We Collect

We collect different types of information to provide and improve our services:

3.1 Account Information

  • Name, email, and company contact information
  • Payment information processed by our secure payment partners
  • System preference settings and configurations
  • Business registration details and tax information

3.2 Conversation Data

To provide our AI service, we process conversations between your company and your customers, including:

  • Text messages from support tickets
  • FAQ data and knowledge base provided by you
  • Interaction history for AI improvement
  • Audio transcriptions and image analysis when applicable
  • Customer contact information shared during conversations

3.3 Usage Data

  • Information about how you use our platform
  • Performance metrics and ticket statistics
  • System logs for security and maintenance purposes
  • Device information, IP addresses, and browser data
  • Analytics data to improve our services

3.4 Third-Party Integration Data

  • WhatsApp Business API data (phone numbers, message content)
  • Zendesk/Intercom integration data when connected
  • Google OAuth authentication information
  • Payment processor transaction data

4. How We Use Your Information

R S G Soluções em Negócios Ltda uses your information to:

  • Provide the service: Process support tickets automatically with our AI
  • Train AI: Improve responses based on your FAQ and interactions
  • Billing: Process payments of $0.30-$1.65 per resolved ticket
  • Support: Provide technical assistance when needed
  • Improvements: Constantly enhance our platform
  • Compliance: Meet legal and regulatory obligations
  • Security: Monitor for fraud, abuse, and security threats
  • Communication: Send service updates and important notices
  • Analytics: Understand usage patterns to improve services

5. Information Sharing and Disclosure

R S G Soluções em Negócios Ltda does not sell your personal information. We share data only in the following situations:

  • Payment processors: To process financial transactions securely
  • Infrastructure providers: For hosting and secure storage (DigitalOcean, Supabase)
  • AI service providers: OpenAI for AI processing (with strict data handling agreements)
  • Communication services: Twilio for WhatsApp integration
  • Legal obligations: When required by law or competent authorities
  • Business transfers: In case of merger, acquisition, or sale of business assets
  • Consent: With your express authorization for other purposes
  • Emergency situations: To protect the rights, property, or safety of users

6. Data Security

R S G Soluções em Negócios Ltda implements robust security measures to protect your data:

  • Encryption of data in transit and at rest using industry-standard protocols
  • Strict access controls and multi-factor authentication
  • Continuous security monitoring and threat detection
  • Secure backups and disaster recovery procedures
  • Regular security audits and penetration testing
  • SOC2 Type II compliance standards
  • Zero data retention policy for customer conversations after processing
  • Secure API endpoints with rate limiting and monitoring

7. Data Retention

We retain your information for the time necessary to:

  • Provide our services during your active subscription
  • Meet legal and accounting obligations (up to 5 years after termination)
  • Resolve disputes and enforce our terms
  • Improve our AI models (anonymized data only)
  • Comply with Brazilian data protection laws (LGPD)

Customer conversation data is processed in real-time and not stored permanently. We maintain a zero data retention policy for sensitive customer conversations.

8. Your Rights (LGPD Compliance)

In accordance with the Brazilian General Data Protection Law (LGPD), you have the right to:

  • Access: Know what personal data we process
  • Correction: Correct incomplete or incorrect data
  • Deletion: Request elimination of unnecessary data
  • Portability: Receive your data in structured format
  • Opposition: Object to processing of your data
  • Information: Obtain information about data use
  • Consent withdrawal: Withdraw consent for data processing
  • Anonymization: Request anonymization of personal data

9. Cookies and Similar Technologies

We use essential cookies for platform functionality and analytical cookies to improve our experience. You can manage your cookie preferences in your browser settings. We use:

  • Essential cookies: Required for platform functionality
  • Analytics cookies: To understand usage patterns (Google Analytics)
  • Security cookies: To prevent fraud and ensure security
  • Preference cookies: To remember your settings and preferences

10. International Transfers

Your data may be processed on servers located in Brazil and other countries with adequate levels of data protection, always following LGPD requirements. We ensure adequate protection through:

  • Standard contractual clauses with international partners
  • Adequacy decisions from Brazilian authorities
  • Binding corporate rules and privacy frameworks
  • Strict data processing agreements with third parties

11. Children's Privacy

Our services are designed for businesses and are not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware of such data collection, we will delete the information immediately.

12. Changes to This Privacy Policy

R S G Soluções em Negócios Ltda may update this Privacy Policy occasionally. We will notify you of significant changes via email or through the platform, updating the "last updated" date. Continued use of our services after changes constitutes acceptance of the new policy.

13. Contact Information

To exercise your rights or clarify questions about this policy, contact:

You may also contact the Brazilian National Data Protection Authority (ANPD) at www.gov.br/anpd if you have questions about your data protection rights.

14. Governing Law

This Privacy Policy is governed by Brazilian law, particularly the LGPD (Law 13.709/2018) and the Brazilian Civil Rights Framework for the Internet (Law 12.965/2014). Any disputes will be resolved in the courts of São Paulo, SP, Brazil.