Privacy
GIMO Guide Privacy Policy
This Privacy Policy explains how GIMO Guide (also referred to as guide_imo_v26) collects, uses and protects information when you use our mobile applications, web dashboard and related services.
1. Who we are
GIMO Guide is designed to support smart, guided and data-informed support calls, including current and future video chat and AI Avatar experiences on web and mobile.
2. Information we collect
Depending on how you use GIMO Guide, we may collect the following types of information:
- Account and profile information such as name, contact details and organisation if you or your company chooses to provide them.
- Usage information about how you interact with the app and dashboard, such as features used, session time and basic analytics.
- Device and technical information such as device model, operating system version and limited diagnostic data to help us understand performance and reliability.
3. Camera permission (android.permission.CAMERA)
The Android version of GIMO Guide may request access to the device camera through the android.permission.CAMERA permission. We only use this permission for clear, limited and product-related purposes:
- Live video calls, including future AI Avatar video calls, where your camera is used to show live video during a support or guidance session.
- Visual diagnostics and remote guidance, where you voluntarily point your camera at a device or environment so that issues can be visually inspected and explained.
The camera is not used for background monitoring or surveillance, and we do not activate the camera without a clear action from you (for example, starting a video call or a visual diagnostic feature).
If, in specific workflows, GIMO Guide allows capturing or recording images or video frames, this will only be done to:
- Support the troubleshooting or guidance you requested; and/or
- Help improve the quality and reliability of our support experience, in accordance with applicable laws and, where required, additional consent.
You can always turn off camera access at any time via your device system settings. However, some features (such as live video chat or visual diagnostics) may not work correctly without camera access.
4. How we use information
We use the information we collect to:
- Provide and operate GIMO Guide features, including Smart Call Prep, Issue Fix flows, Data Coach, Content Hub and future AI Avatar video calls.
- Improve reliability, performance and usability of our applications and services.
- Understand how features are used so that we can prioritise improvements and new capabilities.
- Communicate with you about updates, security notices or important changes, where appropriate.
5. Data sharing
We do not sell your personal data. We may share limited information with trusted service providers who help us operate, improve or secure our services, under appropriate confidentiality and data protection obligations.
6. Data retention
We retain information only for as long as necessary to provide our services, meet legal obligations, resolve disputes and enforce our agreements. Where possible, we use aggregation and de-identification to reduce the ability to link data back to individuals.
7. Your choices and rights
You may have rights under your local data protection laws, such as the right to:
- Access, correct or delete certain information that we hold about you.
- Object to or restrict certain forms of processing.
- Withdraw consent where processing is based on consent (for example, certain analytics or recordings).
To exercise your rights, please contact us using the details in the “Contact us” section below. We may need to verify your identity before responding.
8. Security
We use reasonable technical and organisational measures to protect information against unauthorised access, loss, misuse or alteration. However, no system can be guaranteed to be 100% secure.
9. Children
GIMO Guide is not primarily directed at children. If we learn that we have collected personal information from a child in a way that requires parental consent under applicable law, we will take steps to delete that information or obtain proper consent.
10. Changes to this Policy
We may update this Privacy Policy from time to time. When we do, we will change the “Last updated” date at the top of this page. In some cases, we may also provide additional notice (such as in-app notifications or email) about significant changes.
11. Contact us
If you have any questions about this Privacy Policy or how we handle your information, please contact:
Email: support@example.com