Who we are
Nyata is run by Nyata Ltd, a company registered in England and Wales (company no. 16286344). Our registered office is 1F23 Student Venture, UWE Bristol, BS16 1QY. We decide how and why your personal data is used, which makes us the “controller” under UK data protection law.
We’re registered with the Information Commissioner’s Office (ICO), registration no. ZC042900. For anything in this notice, email support@nyataai.co.uk or call +44 117 463 5455.
The short version
- We use your information to run Nyata: your account, your chats with the assistant, bookings and payments.
- The assistant is AI. AI models run by other companies process your messages for us to write the replies.
- We share booking details with the provider you book. We don’t sell your data.
- Analytics cookies and marketing emails stay off unless you turn them on.
- You can download your data, delete your chats or close your account yourself, in Profile → Settings.
What we collect
Depending on how you use Nyata:
- Account details: your name, email address, password (stored in hashed form, never as plain text), profile photo if you add one, and when you joined. We strip hidden information, such as location, from photos when you upload them.
- Chats with the assistant: what you send, the replies, the character you chose, and any photos or documents you attach, including text we pull out of documents so the assistant can read them. Voice input is turned into text by your phone or browser before it reaches us, so we don’t receive the recording. If you tap Listen, the reply’s text goes to a text-to-speech service to create the audio.
- What the assistant remembers: short notes a character keeps from earlier chats so it can pick up where you left off.
- Activity: streaks, message counts, badges, your daily free-message allowance, your credit balance and purchases, and a log of key account actions.
- Bookings: the service, provider, date, time, fees and status. For cleaning and taxi bookings this includes the addresses involved and, while a job or ride is under way, the live location of the cleaner or driver so you can follow it.
- Reviews you leave, shown with your display name.
- Payments: Stripe processes card and wallet payments. We receive whether a payment worked, the amount and a reference, never your full card number.
- Community chat: messages, photos, reactions and game activity you post, which other members can see.
- Requests and support: what you tell us when you contact us or send a privacy request.
- Guests: if you chat without an account, we store your chats against a random guest ID, not your name.
- WhatsApp: if you message Nyata on WhatsApp, we receive your phone number and messages through WhatsApp.
- Developers and partners: API keys (we only ever show part of them), usage and billing; or your business details, services, availability and the bookings you receive.
- Technical information: your IP address, browser and device type, and error logs our servers record to keep Nyata working and secure.
How we use it, and why
UK data protection law says we need a lawful reason, called a “lawful basis”, for each thing we do with your data.
| What we do | Lawful basis |
|---|---|
| Run your account and the assistant, and keep your chats if chat saving is on | Contract: we need it to provide the service you signed up for |
| Arrange bookings, take payments and send booking emails | Contract |
| Keep booking and payment records that tax and accounting law requires | Legal obligation |
| Keep Nyata safe and fair: prevent fraud and misuse, moderate community chat, apply daily limits, fix errors | Legitimate interests: running a secure, reliable service |
| Improve how Nyata answers, including fine-tuning our model on conversations with names and contact details removed | Legitimate interests: you can object at any time |
| Produce anonymised statistics, such as how many people looked for free meals in an area. Partner organisations can see anonymised figures about their own listings. | Legitimate interests: the statistics don’t identify anyone |
| Use analytics cookies to see how Nyata is used | Consent: off unless you allow them |
| Send news and offers by email | Consent: off unless you turn it on |
| Answer your requests and complaints | Legal obligation |
Sensitive information
People often tell the assistant about their health, housing, money or other personal matters. Some of this is “special category” data under UK law, such as information about your health, religion, ethnic origin or sexual orientation.
We use it only to answer you and, if chat saving is on, to keep your conversation. We never use it for advertising. We rely on your explicit consent for this, and you can withdraw it at any time by deleting your chat history or switching chat saving off in Profile → Settings.
You never have to share anything sensitive to use Nyata.
The AI assistant
Nyata’s characters are AI. When you chat, your message, the recent conversation and any files you attach are sent to AI model providers, who process them on our behalf, under contract, to write the reply.
We may also use conversations, with names and contact details removed, to improve how Nyata answers, including fine-tuning our own model on local questions. You can object at any time (see Your rights). Deleting your chats keeps them out of future training.
The assistant can get things wrong, so check anything important. It isn’t medical, legal or financial advice, and it doesn’t make decisions about you that have legal or similarly significant effects. In an emergency, call 999.
Sending data outside the UK
Some of the companies we use, including AI and payment providers, are based in the United States or process data outside the UK. When your data leaves the UK, we make sure it’s protected as UK law requires: either the country has UK “adequacy” status (which includes the UK–US data bridge for certified US companies), or we use the ICO’s International Data Transfer Agreement or Addendum. Contact us for details.
How long we keep it
- Account details: for as long as your account is open. When you delete your account, we erase them straight away, apart from the records below.
- Chats and what the assistant remembers: until you delete them or close your account.
- Guest chats: 12 months, then deleted.
- Booking and payment records: 6 years after the end of the financial year they relate to, because tax law requires it.
- Privacy requests and complaints: 3 years after we close them.
- Server and security logs: 12 months.
- Google Analytics data, if you allow it: up to 14 months.
Your rights
You can:
- Get a copy of your data: tap Download my data in Profile → Settings for a file you can keep or move to another service, or ask us.
- Correct it: change your name or email in your profile, or send us a privacy request.
- Delete it: use Delete chat history or Delete my account in Profile → Settings, or ask us.
- Limit or object to how we use it, including for improving our AI: send us a privacy request.
- Withdraw consent at any time: switch off News and offers, change your cookie choices, or delete your chats. This doesn’t affect what we did before.
To make a request, use Privacy request or complaint in Profile → Settings, or email support@nyataai.co.uk. It’s free. We’ll reply within one month; if a request is complex we can take up to two more months, and we’ll tell you if we need to. We may ask you to confirm who you are first.
Complaints
If you’re unhappy with how we’ve handled your data, please tell us first, using Privacy request or complaint in Profile → Settings or by emailing support@nyataai.co.uk. We’ll acknowledge your complaint within 30 days, look into it, and tell you what we find without undue delay.
You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
Children
You need to be 13 or over to create a Nyata account, and 18 or over to make paid bookings, buy credits or book a ride. If you’re under 18, please talk to a parent or guardian before using Nyata.
If you think a child has given us information without the right permission, contact us at support@nyataai.co.uk and we’ll delete it.
Keeping your data safe
We use encrypted connections, store passwords in hashed form, limit access to personal data to the people who need it, and ask for your password before your email address can be changed. No online service can promise perfect security. If something goes wrong that puts you at risk, we’ll tell you, and the ICO where the law requires.
Changes to this notice
We’ll update this notice when the way we use data changes. The date at the top shows the latest version. If a change affects you significantly, we’ll tell you in the app or by email before it takes effect.