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, the property you were viewing and your tour visit. With a new chat we also note your browser and operating system, the tour page’s address (without anything after the “?”), and your country, which our hosting provider works out from your IP address; we don’t store the IP address itself. With each message we note where in the tour you were when you sent it, and each night an AI model sorts your messages by subject (for example pricing or capacity) and the kind of event they mention, and groups questions the assistant couldn’t answer that ask the same thing, with email addresses and phone numbers removed first, so the property’s team can see what visitors ask about.
• 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, tour visit, destination URL) so the property’s team 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 connected for that property, such as a CRM) so they can reply. With it goes a short summary of the tour visit you sent it from — how long you looked around, the spots you visited, the questions you asked the assistant, how you found the tour, and a score of how interested the visit looked — so they can answer with that in mind. Nothing is collected unless you send the form.
• Tour interaction events — anonymous engagement signals from your 3D tour session: which rooms you moved between and how long you spent in each, which view modes you used (walkthrough, doll-house, floorplan), which info cards and guided walkthroughs you opened, which info cards you paused your pointer on, whether you zoomed in, used the measuring tool (not what you measured) or played the tour’s highlight reel, whether you asked to be shown around, and when your session started and ended. At each spot we also note which floor and room it is in, how long you were active there, which way you were facing, and a sampled path of your view direction (kept 90 days, so the property’s team can replay a visit). With the start of each visit we record your device type (phone, tablet or computer), browser and operating system, screen size, the website that linked to the tour (its name only, not the full page address), any campaign tags in the link (for example utm_source), and your approximate location — country and state or region, which our hosting provider works out from your IP address. We don’t store the IP address itself. Tied to your visitor cookie but not to your name or contact info. The property’s team mostly sees these as totals (for example, time spent per room, which sites and campaigns bring visitors, or how many visits led to a contact request). The property’s team can also replay a single visit — the spots you stopped at and where you looked — and, if you chatted with the assistant, see that path next to the conversation. Visits from our own team and from automated tools are left out of the totals. We do NOT use it for advertising or share it with third parties.
• Account requests — if you asked for an account through our earlier request form, the name, email, organization, website and message you entered, and the terms version you agreed to. We use them only to review the request; if we don’t take it forward, we delete them. The form is now closed: accounts are by invitation.
• Account data — for the people we invite to sign in (our own team and our clients), the email address, name, and authentication metadata managed by our identity provider (Clerk).
• Documents and web sources — any files (rate sheets, floor plans, vendor lists) that we or a client upload to a property’s knowledge base, and the text of the web pages and Google Docs added to it.
• 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 and account data lives in a managed PostgreSQL database (Neon, US region). Uploaded files live in Cloudflare R2 object storage. 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. Scan content stays in Matterport, in our own Matterport account: tours here are built on scans we produced. We never copy scan content into our own systems.

What we do with it

• Concierge chats are read by the AI assistant to answer your questions; the property’s team can review them in their 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 property’s team 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 to Elias Immersive, which runs 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 people who sign in use the service and how people browse this marketing site (pages viewed, whether the contact form was sent but never what it said, and actions such as creating or publishing a property) with PostHog, our analytics provider (US region). People who sign in 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

A property’s data, including its visitors’ concierge chats and contact requests, is visible to the Elias Immersive team and to the client whose property it is. A client sees only its own properties. Changes made in an account are recorded in an audit log.

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 account is active, so the assistant can recall prior context if you return. Lead submissions are retained until the property’s team asks us to delete them. Tour interaction events are deleted after 13 months. Account 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 team. 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. People who sign in get an additional session cookie managed by Clerk, our sign-in provider. 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 our clients 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.