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Raq.com Privacy Policy

Effective date: 28 February 2026

This Privacy Policy explains how Vu Ai Ltd (we, us, our) collects and uses personal data when you use Raq.com and related services (the Services).

1. Controller and contact

  • Data controller: Vu Ai Ltd
  • Registered office: International House, The Mclaren Building, 46 The Priory Queensway, Birmingham, United Kingdom, B4 7LR
  • Privacy contact: privacy@raq.com
  • ICO registration: ZB712921

If you have questions or requests, contact us using the details above.

2. Personal data we collect

We may collect the following categories of personal data:

Account and profile data

  • name, email address, password hash, profile details
  • organisation and workspace details
  • roles, permissions, and team membership.

Payment and billing

  • billing contact details and transaction metadata
  • payment status and invoices.

Payments are typically processed by third-party payment processors, and we do not store full card details.

Usage and device data

  • log data (IP address, browser type, timestamps, pages viewed, error logs)
  • device and session identifiers, approximate location derived from IP
  • usage metrics (tool usage, subscription usage, performance and reliability data).

Content you provide

  • any text, prompts, files, images, documents, messages, and other materials you upload or create
  • outputs generated from your inputs
  • for collaboration or community features, data you post or share with others.

Communications

  • support requests, feedback, survey responses, and other communications with us.

3. How we use personal data

We use personal data to:

  • provide and operate the Services, including tool features and collaboration
  • authenticate users and secure accounts
  • process payments and manage subscriptions
  • respond to support requests and communicate service notices
  • monitor, prevent, and investigate abuse, fraud, security incidents, and unlawful activity
  • improve and maintain the Services (including debugging, testing, and performance monitoring)
  • comply with legal obligations and enforce our Terms.

4. Legal bases

Under UK GDPR, we rely on:

  • contract: to provide the Services you request
  • legitimate interests: to secure and improve the Services, prevent abuse, and operate our business (balanced against your rights)
  • consent: where required (for example certain marketing or non-essential cookies, if used)
  • legal obligation: to comply with law (for example tax, accounting, lawful requests).

5. AI and third-party processing

Some tools process your inputs to generate outputs using automated systems, including AI.

This may involve sending relevant portions of your Content to third-party service providers such as:

  • AI model and inference providers
  • file processing providers (for example document parsing or image processing)
  • hosting, storage, and infrastructure providers
  • communications providers (email, messaging)
  • payment processors.

Important: Third-party providers may be located outside the UK. We limit the data shared to what is necessary to provide the relevant feature.

AI provider data protection

Raq.com uses multiple categories of AI provider. Data handling varies by provider type.

Text and chat AI

By default, text and chat AI requests are routed through provider endpoints that enforce Zero Data Retention (ZDR). This means these providers cannot store, retain, or use your prompts and responses for model training. This protection is enabled by default for every account.

Users may disable this protection in their account's AI Privacy settings to access a wider range of text AI models. When disabled, text AI providers may store and process data according to their own privacy policies.

Image and video generation

Image and video generation requests are processed by a separate provider under its standard API terms. This provider may retain submitted prompts and generated files temporarily (typically up to 7 days) and may use usage data to improve its services. Generated content is downloaded to Raq.com's own storage promptly after creation. Raq.com does not send personal data beyond the prompts and parameters necessary to generate the requested output.

Voice synthesis and transcription

Voice and transcription requests are processed by a provider that is SOC 2 and GDPR certified and may retain data under its standard API terms. Raq.com has opted out of model training where this provider offers the option. Generated audio and transcription results are downloaded to Raq.com's own storage. Raq.com does not send personal data beyond the text or audio files necessary to perform the requested operation.

Regardless of provider type, Raq.com maintains its own request logs for billing, service quality, and debugging purposes. These logs are stored securely and are not shared with AI providers.

For more information, see our Privacy and Security page.

You should not submit sensitive personal data to AI tools unless you have a lawful basis and it is strictly necessary. If you do, you do so at your own risk.

6. Who we share data with

We may share personal data with:

  • service providers that help us operate the Services (hosting, storage, email delivery, payments, customer support, security, and AI processing)
  • professional advisers (lawyers, accountants, auditors) where necessary
  • authorities where required by law or to protect rights and safety
  • other users where you choose to share Content through collaboration, public links, widgets, or community features.

We do not sell your personal data.

For a named list of our current subprocessors, see our Subprocessor List.

7. International transfers

If personal data is transferred outside the UK (and where applicable the EEA), we use appropriate safeguards such as:

  • UK International Data Transfer Agreement (IDTA) and/or addendum
  • adequacy regulations where available
  • other lawful transfer mechanisms.

8. Retention

We keep personal data only for as long as necessary for the purposes described in this Policy. Specific retention periods:

  • Account data: deleted within 90 days of account closure
  • Billing and tax records: retained for 7 years per UK tax law
  • AI request logs: retained for 12 months for billing accuracy and service quality
  • Support communications: retained for 24 months after last contact
  • Usage and analytics data: retained for 12 months, then anonymised or deleted.

Where possible, we delete or anonymise data. Data may be retained longer where required by law.

9. Security

We implement technical and organisational measures designed to protect personal data, including access controls and secure storage. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. Data breach notification

In the event of a personal data breach that poses a risk to your rights and freedoms, we will notify the UK Information Commissioner's Office (ICO) within 72 hours of becoming aware of the breach. Where the breach is likely to result in a high risk to you, we will also notify you directly without undue delay.

11. Your rights

Depending on your location and applicable law, you may have rights to:

  • access your personal data
  • correct inaccurate data
  • delete data (in some cases)
  • restrict or object to processing
  • data portability
  • withdraw consent (where processing is based on consent).

You can exercise rights by contacting us at privacy@raq.com. We will respond within one month. You also have the right to complain to the UK Information Commissioner's Office (ICO).

12. Automated decision-making

Some of our tools use AI and automated processing to generate outputs from your inputs. These tools assist you but do not make decisions that produce legal effects or similarly significantly affect you without your active involvement. You always control what inputs you provide and how you use any outputs.

If you believe an automated process has significantly affected you, contact us at privacy@raq.com.

13. Cookies and similar technologies

We may use cookies and similar technologies to:

  • keep you signed in and maintain sessions
  • enable core site functionality and security
  • remember preferences.

If we use non-essential cookies (for example analytics or marketing), we will request consent where required. You can also control cookies through your browser settings.

For a full list of cookies we use, including names, purposes, and durations, see our Cookie Policy.

14. Children

The Services are not intended for children under 18, and we do not knowingly collect personal data from children.

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The updated version will apply from the date it is posted (or the later date stated).