Privacy policy

In short

Elias Immersive operates digital twin tours with an AI concierge. When you visit a tour or interact with the chat, we collect a small amount of data to provide the service and improve it. We do not sell your data, we do not use your conversations or scan content to train commercial AI models, and you can request deletion at any time.

What we collect

• Visitor identity — an anonymous elias_visitor_id cookie set in your browser when you first open a tour. It is a random identifier that lets your conversation resume across page loads and lets us group tour interaction events from the same visit. It expires after one year and does not contain your name or any personally identifiable information by itself.
• Concierge chat history — the messages you send to the concierge and the assistant’s replies, tied to your visitor cookie and the property you were viewing.
• Voice calls — on tours with voice turned on, you can tap the phone button to talk with the concierge out loud. The microphone is used only during the call. Your voice is streamed to ElevenLabs, our voice provider, which turns it into text and speaks the assistant’s replies. We store the transcript, like a typed chat, plus the call’s length. Neither we nor ElevenLabs keep a recording of the audio, and ElevenLabs deletes its copy of the transcript within a day.
• Contact-link click events — when you click the in-chat link to a venue’s contact page or booking calendar, we log a single event (timestamp, visitor cookie, property, destination URL) so the operator can see that the concierge sent you their way.
• Contact form submissions — some tours offer a short in-chat contact form instead of a link. If you send it, we store the name, email, and the optional phone number and message you entered, and pass them to that property’s team (by email, and to tools the operator has connected, such as their CRM) so they can reply. Nothing is collected unless you send the form.
• Tour interaction events — anonymous engagement signals from your 3D tour session: which rooms you moved between, which view modes you used (walkthrough, doll-house, floorplan), and when your session started and ended. Tied to your visitor cookie but not to your name or contact info. Operators use the aggregated signal to understand which parts of the property get attention. We do NOT use it for advertising or share it with third parties.
• Operator account data — for tenants signed up with admin access, the email address, name, and authentication metadata managed by our identity provider (Clerk).
• Uploaded documents — for operators only, any files (rate sheets, floor plans, vendor lists) uploaded to a property’s knowledge base.
• Technical telemetry — server-side request logs (no full request bodies, no credentials), error stack traces, and timing metadata used to operate the service.

Where it is stored

Visitor + operator data lives in a managed PostgreSQL database (Neon, US region). Uploaded files live in Cloudflare R2 object storage. Operator account identities live with our auth provider (Clerk). Server logs are emitted to our hosting provider (Vercel) and a structured log destination scoped to our team.

We maintain a current internal map of which data category lives where, reviewed on every change that touches storage. Tenants using their own integrations (e.g. bringing their own Matterport account) keep their scan content in their own Matterport account — we do not copy it into ours.

What we do with it

• Concierge chats are read by the AI assistant to answer your questions; the operator can review them in their admin dashboard. They are not used for advertising and are not shared with third parties for marketing purposes.
• When you click the in-chat link to a venue’s contact page, we log the event so the operator can see that the concierge sent you their way. We do not collect any contact information you then provide on the venue’s own page — that is between you and the venue. Details you send through an in-chat contact form go only to that property’s team and the operator managing its tour.
• We do not use your conversations, your voice recordings, your uploaded documents, or any Matterport scan content to train commercial AI models.
• To improve the product, we record how operators use the Elias admin and how people browse this marketing site (pages viewed and actions such as creating or publishing a property) with PostHog, our analytics provider (US region). Operators are identified by an internal account ID, not by name or email; we do not record sessions or anything you type. Tour visitors and property owners answering a questionnaire are never tracked by PostHog — tour activity stays in our own database.

Who can see it

Operator data is scoped to the operator who owns it. Visitor data (concierge chats, leads) is scoped to the property’s operator. A small number of Elias Immersive staff have platform-administrator access for support purposes; every cross-tenant action is recorded in an audit log reviewable by the affected operator.

We do not sell, rent, or share your personal data with third parties for their commercial use.

How long we keep it

Concierge chat history is retained as long as the property’s operator account is active, so the assistant can recall prior context if you return. Lead submissions are retained until the operator asks us to delete them. Operator data is retained for the life of the account. Deleted data can remain in our encrypted database backups for up to 14 days before it is gone for good.

Your rights

You can request access to, correction of, or deletion of any personal data we hold about you by emailing judson@eliasimmersive.com. If you submitted a lead on a tour and want it removed, contact either us or the property’s operator. We will action requests within 30 days.

Cookies

We use one functional cookie (elias_visitor_id), set when you open a tour and kept for one year, to maintain your conversation across pages and group your tour interaction events. Operators authenticated via Clerk get an additional session cookie managed by Clerk. We do not use third-party advertising or tracking cookies.

Changes to this policy

When we make a material change, we update the “last updated” date at the top of this page and, where appropriate, notify operators by email. Continued use of the service after a change constitutes acceptance of the updated policy.

Contact

Questions about this policy or how we handle your data: judson@eliasimmersive.com.