Privacy Statement

Scope and our roles

This Statement applies to Indwel’s public websites and public-facing services that link to it, including Ask Indwel and the Contact service. It also describes Indwel’s general privacy posture for information Indwel receives in connection with prospective and contracted enterprise relationships.

For a contracted service, the signed customer agreement, order, data-processing agreement, and deployment terms define the parties’ roles and control where they address the same subject. Depending on the deployment, Indwel may act as a service provider or processor for customer data, while the customer determines the purposes and means of its own processing. A Licensed or customer-controlled deployment may keep customer content inside the customer-controlled environment except for information the customer deliberately sends to Indwel or enables for support or telemetry.

Information we collect

The information Indwel receives depends on how you interact with us.

• Information you provide. Name, business contact information, organization, role, inquiry details, communications, and other information you choose to send through Contact or another public channel.
• Ask Indwel content. The text of questions you submit, generated responses, and limited service information needed to operate, secure, troubleshoot, and administer the public Ask service.
• Technical and security information. IP address, browser and device characteristics, request and service logs, security events, diagnostics, and similar information generated by the public estate and its infrastructure.
• Enterprise relationship information. Business contacts, account and support information, contractual records, configuration and deployment information, and customer content only to the extent the applicable service and agreement require Indwel to receive or process it.

Public Ask is text-only. Public Ask and Contact are not confidential or privileged intake channels. Please do not submit trade secrets, credentials, privileged material, regulated data, security-sensitive information, or other sensitive information unless Indwel has expressly agreed that the relevant service is configured to receive it.

Where information comes from

We receive information directly from you, from your organization or its authorized users, from systems and services you deliberately connect to a contracted Indwel deployment, and automatically from the devices, browsers, networks, and infrastructure used to access our services. We may also receive ordinary business information from service providers, professional advisers, and public or commercial sources when reasonably necessary for a legitimate business relationship.

How we use information

Indwel uses personal information to provide and administer services, respond to inquiries, operate customer relationships, secure and troubleshoot systems, prevent abuse and fraud, investigate incidents, comply with legal obligations, enforce applicable terms, and maintain reliable business operations.

We may use aggregated or de-identified operational information to understand reliability and service performance where the information is not reasonably capable of identifying an individual.

Ask Indwel and AI processing

Ask Indwel is a general-audience, text-only public service for learning about Indwel. Requests may be routed among different AI models through U.S.-based Amazon Web Services infrastructure, including Amazon Bedrock. The specific underlying model may vary and is an operational detail; Indwel does not promise or disclose a fixed model identity.

Authorized Indwel personnel may access public Ask content during its retention period when reasonably necessary for operation, support, security, abuse prevention, troubleshooting, legal compliance, or incident investigation. Public Ask prompt and response text is not used for model training or Indwel service improvement.

Ask responses are informational and probabilistic. The Terms of Use explain the public-service boundary and how submitted text and generated responses may be used.

Enterprise customer data

Contracted enterprise customer content is excluded from model-training and service-improvement use by default. Any exception requires an express written customer agreement.

For Managed and Dedicated services, Indwel’s access to customer content is limited to providing, securing, supporting, administering, and complying with the contracted service. For Licensed or customer-controlled deployments, customer content ordinarily remains in the customer-controlled environment except for information the customer deliberately sends to Indwel or enables for support, telemetry, or another agreed purpose. The applicable customer agreement and data-processing terms control.

Service providers and other recipients

Indwel may disclose personal information to service providers that support hosting, cloud infrastructure, AI inference, communications, security, support, and other business operations; to professional advisers; to a customer or organization that administers an enterprise relationship; and to authorities or other parties where disclosure is required by law or reasonably necessary to protect Indwel, our users, or others.

Service providers receive information only for the functions they perform for Indwel and are subject to applicable contractual and security requirements. Public Ask uses U.S.-based AWS infrastructure, including Amazon Bedrock, and may route requests among supported models without exposing a fixed model identity as part of the public service.

Cookies and device technologies

Indwel’s public estate does not use Google Analytics, advertising pixels, cross-site behavioral tracking, or third-party advertising cookies. Essential first-party storage, request logging, and similar technologies may be used for security, session integrity, user-requested preferences, rate limiting, and basic service operation.

If Indwel introduces a technology that materially changes this posture, we will update this Statement and provide any notice or choice required by applicable law.

Data retention

Indwel retains information according to the record class, the purpose for which it was collected, security and operational needs, applicable customer agreements, and legal or corporate recordkeeping requirements. Different systems therefore have different retention periods.

Public Ask content and public-service operational records are retained only for the period configured for the applicable service and then deleted or expired through the service’s ordinary lifecycle, subject to security, legal-hold, abuse-prevention, and incident-response needs. Contact inquiries are retained as business correspondence under the active Contact service’s retention configuration. Privacy requests, security reports, contractual records, and legally required records may be retained longer where necessary to document compliance, preserve a security record, or satisfy law.

For contracted enterprise services, the customer agreement governs return, deletion, offboarding, backup rotation, and any service-specific retention commitment. Indwel will not use this public Statement to create a retention promise that differs from the deployed service or a signed customer agreement.

Security

Indwel applies administrative, technical, and organizational safeguards designed to protect information against unauthorized access, disclosure, alteration, loss, and misuse. No internet-connected system can be guaranteed absolutely secure.

The public Security property describes Indwel’s security architecture and assurance posture. Good-faith security reports may be sent through Contact or to security@indwel.ai. Security testing or probing requires express written authorization or a published Indwel policy authorizing the activity.

U.S. processing

Indwel-operated public services are processed in the United States, including public Ask through U.S.-based AWS infrastructure. Indwel-operated enterprise services covered by this Statement follow the United States processing posture specified for the applicable service and agreement.

A Licensed or customer-controlled deployment may operate within infrastructure controlled by the customer. In that case, the customer’s environment and the applicable agreement govern location and custody for customer content, while information deliberately sent to Indwel remains subject to the agreed support, telemetry, security, or other service terms.

Your privacy rights

Depending on where you live and the law that applies, you may have rights to request access to, correction of, deletion of, or a copy of personal information; to object to or restrict certain processing; or to appeal a decision on a privacy request. These rights are subject to legal exceptions and verification requirements.

Submit a request through the Contact page, by emailing privacy@indwel.ai, or by calling 1-800-971-5340. We may request information reasonably necessary to verify identity, authority, or the scope of the request. We respond within the time required by applicable law. Where an applicable law provides an appeal right, a denial will include a reason and instructions for using the same Contact channel to appeal.

Children

Ask Indwel and the public estate are general-audience services and are not directed to children under 13. Indwel does not intentionally collect personal information from children under 13 through public Ask. If we learn that we have collected such information without legally sufficient authorization, we will delete it as appropriate.

Business transfers and legal disclosures

Indwel may disclose information in connection with a merger, financing, acquisition, reorganization, sale of assets, or similar corporate transaction, subject to appropriate confidentiality and legal protections. We may also preserve or disclose information where required by law, legal process, or a valid governmental request, or where reasonably necessary to protect rights, security, service integrity, or the safety of users or others.

Changes to this Statement

We may update this Privacy Statement as our services, technology, or legal obligations change. The current version will state its effective date. If a change materially affects an interactive public service or requires additional notice under applicable law, we will provide that notice through an appropriate channel.

Contact

Privacy questions and requests may be submitted through the Contact page, by emailing privacy@indwel.ai, or by calling 1-800-971-5340.

Public use is also governed by the Terms of Use. Contracted services remain governed by their signed agreements, including any applicable data-processing terms.