Privacy Policy

1. What is VibePolis?

VibePolis is a citizen communication and incident intelligence platform. It allows public organisations — such as municipalities, water utilities, and other service providers — to interact with citizens through popular messaging channels including Facebook Messenger, Viber, and WhatsApp. VibePolis is operated as a Software-as-a-Service (SaaS) product.

2. Who processes your data?

When you communicate with a public organisation through VibePolis-powered messaging, the data controller is the organisation you are contacting. VibePolis acts as a data processor on that organisation's behalf. For questions about your data in the context of a specific organisation, please contact that organisation directly.

For general platform inquiries, contact us at support@vibepolis.com.

3. What data may be processed?

Depending on how you interact with our platform, the following types of data may be processed:

• Messages you send: Text messages submitted through Messenger, Viber, or WhatsApp as part of a citizen service conversation.
• Photos you voluntarily share: Images you send (e.g. to report a fault or incident). Photos are processed only for the purpose of the reported issue.
• Approximate or shared location: If you share your location through a messaging channel to help identify the location of an incident or service request.
• Channel identifier: A pseudonymous identifier from the messaging platform (e.g. a Messenger or Viber user ID) used to route your message to the correct organisation and continue the conversation.
• Technical logs: Server-side logs used for platform security, error monitoring, and performance. Logs do not contain message content beyond what is necessary for debugging.
• Organisation admin account data: For staff of subscribing organisations — name, email address, role, and login activity.

We do not ask citizens to provide sensitive personal data such as national ID numbers, passwords, payment card numbers, or health information inside chat conversations. Citizens are actively advised not to share such data.

4. How is your data used?

• To route your message to the correct public organisation and provide an automated or assisted response.
• To log and track service requests and fault reports submitted through the platform.
• To allow organisation administrators to review and act on citizen communications.
• To improve platform reliability, performance, and security.
• To comply with applicable laws and regulations.

5. Data processors and third-party services

VibePolis uses the following categories of third-party service providers, each acting as a sub-processor:

• Messaging platforms: Meta (Facebook Messenger), Viber/Rakuten, WhatsApp/Meta — messages are transmitted through their APIs according to their own terms and policies.
• Cloud hosting: Infrastructure providers used to host the VibePolis platform and its databases.
• AI providers: Large language model services used to generate automated responses to citizen questions. Message content may be sent to these providers solely for the purpose of generating a reply.

All sub-processors are required to handle data in accordance with applicable data protection law.

6. Data retention

Each subscribing organisation configures its own data retention periods within the platform. Default settings follow GDPR best-practice guidelines: conversation data is retained for a limited period after the conversation ends, after which it is deleted or anonymised. Organisation administrators can adjust these periods within the limits allowed by law.

7. Your rights

Under applicable data protection law (including the GDPR), you may have the right to access, correct, delete, or restrict processing of your personal data. To exercise these rights in relation to data held by a specific public organisation, please contact that organisation directly. For platform-level inquiries, contact us at support@vibepolis.com.

8. Contact

VibePolis is operated by ECEP Technologies Limited. For privacy-related questions about the VibePolis platform, email us at support@vibepolis.com or visit vibepolis.com.