隱私權政策Privacy Policy

最後更新：2026 年 6 月 · 適用於 Relai 瑞來網站與服務Last updated: June 2026 · Applies to the Relai website & service

1. 適用範圍1. Scope

本政策說明 Relai 瑞來（以下稱「我們」）在您瀏覽本網站及使用我們的 AI 客服與 CRM 服務時，如何蒐集、處理與保護個人資料。我們的處理遵循中華民國《個人資料保護法》（PDPA）及相關規範。This policy explains how Relai ("we") collects, processes and protects personal data when you browse this site and use our AI customer-service and CRM service. We process data in line with Taiwan's Personal Data Protection Act (PDPA) and related rules.

2. 我們蒐集的資料2. What we collect

2.1 您（帳戶持有人）提供的資料2.1 Data you (the account holder) provide

• 帳戶資料：姓名、商家名稱、電子郵件、聯絡方式。Account data: name, business name, email, contact details.
• 設定資料：您連接的通路、AI 人格設定、知識庫內容。Configuration: connected channels, AI persona settings, knowledge-base content.
• 付款資料：由第三方金流處理，我們不儲存完整卡號。Payment data: handled by a third-party processor; we do not store full card numbers.

2.2 系統自動產生的資料2.2 Data generated automatically

• 使用紀錄、裝置與瀏覽器資訊、IP 位址、必要的 Cookie。Usage logs, device/browser info, IP address, and essential cookies.

2.3 您客戶的對話資料2.3 Your customers' conversation data

透過您連接的通路（LINE、IG、FB、WhatsApp、官網）所傳入的訊息、姓名代號、標籤、名單評分與訂單／預約紀錄。詳見第 4 節。Messages, name handles, tags, lead scores and booking/order records that arrive via channels you connect (LINE, IG, FB, WhatsApp, web). See Section 4.

3. 使用目的3. How we use it

• 提供、維運與改善 AI 客服與 CRM 功能。To provide, operate and improve the AI customer-service and CRM features.
• 產生 AI 回覆、名單評分與分析報表。To generate AI replies, lead scores and analytics.
• 帳務、客服支援與安全防護（含濫用偵測與用量上限）。For billing, support, and security (including abuse detection and usage caps).
• 在取得同意或法律允許的範圍內進行通知與行銷。For notifications and marketing where consented or permitted by law.

4. 角色：誰是資料的主人4. Roles: who owns the data

對於您客戶的對話資料，您是資料控管者，我們是受您委託的處理者。我們僅依您的指示與本政策處理該資料，不會將其挪作他用、販售或交換。您應確保已就蒐集與使用客戶個資取得適當的告知與同意。For your customers' conversation data, you are the data controller and we are your processor. We process it only on your instructions and per this policy — never repurposed, sold or traded. You are responsible for giving your customers proper notice and obtaining any required consent.

5. AI 與資料（重要）5. AI & data (important)

• AI 回覆由大型語言模型即時生成，以您的知識庫為主要依據。AI replies are generated in real time by a large language model, grounded primarily in your knowledge base.
• 我們不會將您或您客戶的資料用於訓練第三方基礎模型。We do not use your or your customers' data to train third-party foundation models.
• AI 可能出錯；每則 AI 回覆附信心度，低信心或敏感情境會轉由真人處理。重要決策請由真人確認。AI can make mistakes; each reply carries a confidence score, and low-confidence or sensitive cases route to a human. Confirm important decisions with a person.
• 若您選擇自備金鑰（BYOK），相關用量將適用該 AI 供應商的條款與隱私政策。If you choose BYOK, that usage is also subject to the AI provider's terms and privacy policy.

6. 第三方與分享6. Third parties & sharing

我們會與提供基礎設施的服務商分享必要資料以運作服務，例如雲端運算與 AI 推論（如 Cloudflare）、訊息通路（LINE、Meta、WhatsApp）、金流。各服務商僅在提供服務之必要範圍內處理資料。除法律要求外，我們不會將個資販售或提供給無關第三方。We share necessary data with infrastructure providers to run the service — e.g. cloud compute and AI inference (such as Cloudflare), messaging channels (LINE, Meta, WhatsApp), and payment processing. Each handles data only as needed to provide its service. Except as required by law, we never sell or hand personal data to unrelated third parties.

7. 保存與刪除7. Retention & deletion

我們在達成蒐集目的及法令要求之期間內保存資料。您可隨時於後台匯出資料，或要求刪除帳戶與相關個資；我們將在合理期間內完成，惟法律要求保存者除外。We retain data only for as long as needed for its purpose and legal requirements. You can export your data anytime, or request deletion of your account and related personal data; we will comply within a reasonable period, except where law requires retention.

8. 您的權利（依個資法）8. Your rights (under PDPA)

您就個人資料得行使：查詢／閱覽、製給複本、補充或更正、停止蒐集處理利用、刪除之權利。行使方式請見第 10 節。Regarding your personal data you may: inquire/review, obtain a copy, supplement/correct, stop collection-processing-use, and delete. See Section 10 to exercise these.

9. 安全9. Security

我們採取傳輸與儲存加密、權限控管、用量上限與濫用偵測等措施保護資料。詳見 安全與合規 頁面。沒有任何系統能保證百分之百安全，但我們持續強化防護。We protect data with encryption in transit and at rest, access controls, usage caps and abuse detection. See our Security & Compliance page. No system is 100% secure, but we continuously harden our defenses.

10. 聯絡我們10. Contact us

如需行使權利或有隱私疑問，請來信 privacy@luvai.net。我們會在合理期間內回覆。To exercise your rights or ask a privacy question, email privacy@luvai.net. We'll respond within a reasonable time.