Privacy Policy

1. Who and what this covers

“Wilo,” “we,” “our” and “us” refer to XYZ World Inc’s Wilo service, including askwilo.ai, Wilo, our Facebook Messenger connection and our connected social features. Instagram messaging and comment features are covered when enabled. This policy does not mean every described feature is available to every user.

Wilo provides general information and assistance. It is not a medical practice, school, insurer or emergency service. Do not treat a Wilo conversation as a confidential clinical consultation.

2. Information we collect

Information you provide

• Account and profile information: your name or preferred name, email or phone if provided, sign-in identifiers, city, state, ZIP code and preferences.
• Family information: children’s names or nicknames, age or date of birth, relationship and separate child records; concerns, journey stage, current services, support needs, insurance and diagnoses you report. We collect these details when you provide them or they are needed for a feature you choose. They may include sensitive health or educational information.
• Conversations and uploads: questions, replies, corrections, source links, feedback, photos, documents, text extracted from uploads and related file metadata. A conversation record may include the full transcript, not only a summary.
• Actions you choose: saved items, searches, reminders, connection requests and optional account links.
• Provider or business accounts: organization and contact details, listings, submitted materials, subscriptions, transactions and support correspondence.

Information received from other services

When you use Messenger or an enabled Instagram connection, Meta may provide a Page- or Instagram-scoped user identifier, profile name, username or profile picture where permitted, message or comment identifiers, content, attachments, timestamps, referral information and delivery information. These identifiers help route replies and recognize a returning conversation. We do not receive your Facebook or Instagram password.

Sign-in providers supply authentication and account information. Payment providers supply transaction and subscription information. Optional integrations supply only the information authorized for the connected feature, such as calendar event details.

Technical information

Our hosting and service systems process information such as IP address, browser/device information, request times, security and error logs, session identifiers and feature usage. Cookies and browser storage support sign-in, preferences and local conversation state. Content entered into a service or saved in a conversation may also be included in its processing and diagnostic records.

3. How we use information

• Provide answers, analyze submitted content, find resources and carry out features you request.
• Maintain profiles, separate children’s details, remember relevant facts, correct older information and resume conversations.
• Create summaries and searchable representations of earlier exchanges so relevant context can be retrieved for the same family.
• Authenticate users, link accounts you authorize, prevent duplicate replies, protect accounts and investigate abuse.
• Provide support, review reported or sampled conversations, correct errors, evaluate service quality and maintain operational records.
• Process subscriptions or transactions, provide requested notifications, and meet applicable obligations.

Authorized Wilo personnel may access conversation content for support, quality review and security. A conversation with Wilo is not reviewed by a clinician before each reply. We do not use your family conversation to make a provider’s, school’s or insurer’s eligibility decision.

When account linking is available and you complete its verification, linked channel history and profile information can be used to continue your conversation. We do not intentionally link separate people solely because they have the same name. Linking does not make your private conversation public.

4. AI processing and service providers

Wilo is an automated assistant. The information necessary for your request is processed by external services as well as Wilo’s systems.

For Special Needs research, we apply automatic removal or replacement of recognized family names, contact details, precise identifiers and exact dates of birth before sending research context to Dify/Perplexity. Relevant facts such as age, state, city, services or insurance may remain. Automated filtering is not perfect; do not submit unnecessary identifiers. A photo or document can itself contain personal details, so crop or obscure information that is not needed before uploading.

These services process information under their applicable terms and our service arrangements. We do not promise that a provider keeps no logs or deletes every request immediately. Processing and storage can occur in the United States or other countries where our providers operate. Their own privacy notices also apply to information they collect independently.

5. Facebook, Messenger and Instagram

Private messages are processed to respond and retain conversational context. General questions do not require a website account. Information you volunteer, including sensitive information, can be saved and used in later relevant replies.

Public comments and replies can be seen by others. When enabled, our comment assistant uses the public post and relevant public replies to answer. It does not retrieve your private family profile or private Messenger/web conversation to write a public comment response. Do not post a child’s medical records, contact information or identifying details publicly.

Meta independently stores and processes interactions on its platforms under its own privacy policies. Deleting a Wilo record does not itself delete Meta’s copy, someone else’s screenshot or a public post. Use Meta’s controls for those copies. Disconnecting an integration stops its authorized access but does not automatically delete information Wilo already received; use our deletion instructions below.

6. When information is shared

We share information with service providers as needed for the purposes above, with a recipient when you expressly request or authorize that action, and where required by law or necessary to address fraud, security incidents or protect people’s rights. A corporate transaction may involve transfer of records, subject to applicable protections and notice requirements.

Viewing a provider or event result does not itself send your private family conversation to that organization. A connection, registration, purchase or optional integration may require sharing the details described in that flow. A provider, merchant or organizer you contact has its own privacy practices.

Wilo does not sell private family conversations or sensitive child information, or use them for targeted advertising. We do not sell or license Meta platform data. Asking Wilo a question does not by itself register you for CHILL ACT or give exhibitors your family profile. Any separate event registration or authorized sharing follows that service’s notice and the choices you make.

7. Retention and security

We retain saved profiles, conversations, summaries and memory records to provide continuity and the services you request. Creating a rolling summary does not delete the original transcript. These records do not automatically disappear when you close a chat or stop messaging. You can request deletion at any time.

Retention depends on the type of record, whether it remains necessary to operate the service or resolve a support/security issue, your deletion request, and legal obligations. We delete or de-identify records when no longer needed for those purposes. Records legally required for transactions, disputes or security may be retained where permitted. Meta data is deleted when required by Meta’s terms, your valid request or applicable law. Backup and service-provider copies may take additional time to expire or be removed; we explain any applicable exception when responding to a request.

We use safeguards including HTTPS, access controls and encryption for stored family conversation content. No online service can guarantee absolute security. Only send information you are comfortable having processed for the selected feature, and keep shared devices and account credentials secure.

8. Access, correction and deletion

You can ask for a copy of your information, correct an inaccurate profile fact, request deletion, disconnect an account or withdraw permission for optional processing. Depending on where you live and which laws apply, you may also have rights to restrict or object to processing, appeal a decision or complain to a relevant authority. We do not require payment to submit a privacy request.

Email [email protected] with the subject “Wilo privacy request”. Tell us which channel or account you used and what you want us to do. We may ask for limited information to verify that the records belong to you or that you can act for the child or person concerned. Do not send passwords, access tokens, full identity documents or medical records with the initial request.

For deletion, follow our Data Deletion Instructions. This route is available even without a Wilo website account. We respond and handle verified requests within the period required by applicable law, explain any exception, and provide a way to follow up or appeal by replying to our response.

You can clear browser storage or adjust browser permissions, but doing so does not delete server records and may remove locally saved information or sign you out. You can stop optional notifications through the controls in the service or message, or contact us for help.

9. Children and sensitive information

Wilo is intended for adults, including parents, guardians, caregivers and adults seeking support for themselves. It is not designed for children under 13 to create their own accounts. Adults may provide relevant information about a child they are authorized to support. Use nicknames and age rather than full identifying details when possible.

If you believe a child under 13 has directly provided information without appropriate authorization, contact us at [email protected] so we can investigate and remove it as appropriate. Health and educational information is sensitive; sharing it with Wilo does not create a medical-provider relationship or guarantee protections that apply to a clinician’s records.

10. Changes to this policy

We update this page when our practices change and display the effective date above. For material changes that require notice or consent, we provide the required notice or request consent before applying the change. An updated policy does not authorize an unrelated new use of previously collected information.

11. Contact us

XYZ World Inc — Wilo
Privacy, deletion, correction and security questions:
[email protected]

Include “Wilo” in the subject so your request reaches the appropriate support process.