1. Controller and contact
The controller for the support service is Audecius UG (haftungsbeschränkt), Domherrnstraße 22 C, 55268 Nieder-Olm, Rhineland-Palatinate, Germany, represented by its Managing Director, Moritz Zinecker. Register court: Mainz Local Court. Commercial register: HRB 54879. You can reach Support and Privacy at support@audeciusofficial.com.
2. Data we process
For a ticket, we process your Audecius account ID, first name, support email address you provide, ticket number, subject, category, messages, language, timestamps, handling status, assigned support route, linked help pages and optional feedback. If you choose AI-assisted support, a limited technical context is also transmitted when the ticket is created: current Clarity plan, confirmed Ariadne tier, device class (for example iPhone or iPad), operating system and version, Clarity version and build, app language, and confirmed aggregate Clarity Space usage, total capacity and remaining storage. Device name or identifier, advertising or hardware IDs, IP address, location, file names, storage-content categories, and content from Health, Memory, Calendar, School, Family, chats, documents or recordings are not transmitted automatically. Do not send passwords, one-time codes, full payment details or third-party data that is not necessary to handle the request.
3. Purposes and legal bases
We process ticket and contact data to answer your request, track errors, provide contractual services and resolve billing and access issues (Article 6(1)(b) GDPR). We process security, abuse and evidence data only insofar as this is necessary for our legitimate interests in secure and traceable support and your interests do not override them (Article 6(1)(f) GDPR). Claude is used, and the technical context described above is transmitted to Claude, only on the basis of your separate, voluntary consent (Article 6(1)(a) GDPR). The technical context is used exclusively to classify plan, compatibility, version and storage issues without unnecessary follow-up questions; it is not used for advertising, profiling or training an Audecius user model. Refusing or withdrawing AI consent does not limit support from the team.
4. AI assistance and human control
When you choose this option, you are not interacting exclusively with a human. Only after you expressly select the AI route and consent separately does Claude immediately create a draft that is clearly labelled as AI-assisted. From the time that draft is stored, Audecius Support has exactly five minutes to respond itself, replace the draft or stop it; any such human action cancels the pending automatic delivery. If the draft remains unchanged and consent is still valid, it is delivered automatically after the hold window expires. An automatically delivered AI output is never labelled as human-reviewed; “Reviewed by the team” appears only after human review that was actually documented. With the equivalent “Human only” route, no case content is transmitted to Anthropic and no automatic AI response is created. AI may misstate facts, deadlines, prices or steps. Do not rely on support responses alone for emergencies, health, medication, law, finances, safeguarding decisions or irreversible actions. Request human review for high-risk matters. Support does not make solely automated decisions that produce legal or similarly significant effects under Article 22 GDPR.
5. No automatic linking across tickets
Claude receives only the current support case. Earlier tickets, their summaries and earlier chat histories are not automatically transmitted as context. If an earlier solution matters, you can describe it yourself in the current chat.
6. Recipients, service providers and third-country transfers
Only authorised Audecius support and engineering staff receive access where necessary for handling, control or error analysis. Processors may be used for hosting, databases, email delivery, push notifications and AI, particularly Supabase, Resend, Apple and — only after consent — Anthropic. Where data is processed outside the European Economic Area, this may take place only on a valid transfer basis, such as an adequacy decision or EU Standard Contractual Clauses, and with supplementary safeguards. The current provider and transfer list must be maintained in the general Privacy Policy.
7. Retention
Support tickets, messages and the technical context stored when a ticket is created are generally deleted 24 months after the ticket is closed. Consent records are retained for the duration of consent and then until the regular statutory limitation period expires where necessary as evidence. Delivery logs for support emails and push notifications are generally retained for no more than 30 days. By way of exception, individual data may be restricted rather than deleted for longer where statutory retention duties, the defence or assertion of claims, or a documented security incident require this. Restricted data is not used for product personalisation.
8. Your rights
Subject to the GDPR, you have in particular the rights of access, rectification, erasure, restriction of processing, data portability and objection to processing based on legitimate interests. You may withdraw consent at any time with effect for the future in the ticket or through support@audeciusofficial.com; the lawfulness of processing before withdrawal is unaffected. You may also complain to a data-protection supervisory authority. The authority generally responsible for Audecius is the State Commissioner for Data Protection and Freedom of Information of Rhineland-Palatinate, Hintere Bleiche 34, 55116 Mainz, poststelle@datenschutz.rlp.de; you may also contact another authority with statutory jurisdiction.
9. Requirement to provide data
A reachable email address, a description of the problem and the account data needed to handle it are required so that we can assign and answer the ticket and notify you of responses. Without this information, support may be limited or impossible. AI consent, technical support context and feedback are voluntary. The technical context is transmitted only when AI-assisted support is selected; “Support without AI” lets you open a ticket without this automatic context. Refusal has no adverse effect on human-handled support.
10. Sensitive data and third-party data
Do not send health, biometric, location, child, school, family or communications data unless it is necessary to resolve the issue. If you knowingly include such data in a ticket, Audecius processes it only for the request, security and legal obligations; a transfer to cloud AI additionally requires express approval relating to that content and, where applicable, a basis under Article 9(2) GDPR. For third-party data, you confirm that you are authorised to disclose it. Audecius may redact or delete unnecessary secrets.
11. Minors and regional rights
Clarity Support is not available to children under 13 without a verifiable parental or school process. High privacy, understandable notices and the child's best interests apply to minors. Depending on residence, additional rights may arise under US state privacy and consumer-health laws, or under UK, Canadian, Brazilian, Australian or other law. This notice does not reduce mandatory rights and does not replace local approval of a market. Send requests to support@audeciusofficial.com.
12. Security, incidents and changes
Support access is limited by role and relevant actions are logged. Data is encrypted in transit; no service is completely secure. For reportable incidents, Audecius informs authorities or affected people within applicable deadlines. Material changes to this notice are announced before they take effect; new text does not grant retroactive AI consent. Earlier versions and consent records are archived for accountability.