Privacy Policy

1. Data controller

PANAMILA LABS, S.A. (PanaMila Labs), based in Panama City, Panama, is the controller of the personal data of the visitors of this site and of the users of the PanaMila platform, including their account, support and billing data.

For the contacts, conversations and messages that each client organization manages with PanaMila through its channels (WhatsApp, Instagram, Messenger, webchat and email), that organization is the controller. PanaMila Labs processes that data as a processor on its behalf and only to provide the Service to it. To request the deletion of that data, follow the steps at panamila.com/en/data-deletion.

2. Data we collect

• First name, last name, email address and phone number provided voluntarily
• Messaging channel identifiers (WhatsApp number, Instagram/Facebook IDs)
• Content of conversations with chatbots and human agents
• Technical data: IP address, browser type, operating system and platform usage data

3. Purpose of processing

• Provide chatbot and automated customer service
• Manage bookings, inquiries and user requests
• Improve the quality of the service through conversation analysis
• Send notifications related to the contracted service
• Comply with legal and regulatory obligations

4. Legal basis

The consent given by the user when interacting with the communication channels, the business's legitimate interest in providing the service, and compliance with Panamanian law.

5. Data sharing

We do not sell personal data. To provide the Service we work with these providers, which process data on behalf of PanaMila Labs:

• Infrastructure: DigitalOcean, LLC (application servers and file storage) and MongoDB, Inc. (MongoDB Atlas database), both in the United States; and Vercel, Inc. (hosting of the site and the web application).
• Sign-in: Okta, Inc. (Auth0), for users' access to the platform.
• Form security: Cloudflare, Inc. (Turnstile), to tell people apart from automated programs.
• Site analytics: Google Analytics and Google Tag Manager (Google LLC), Microsoft Clarity (Microsoft Corporation) and Vercel Speed Insights, as described in section 9.
• Meta messaging platforms (WhatsApp, Instagram and Messenger), under their terms, to send and receive the organizations' messages.

Services each organization connects. When an organization connects its own accounts on other services to PanaMila, data is exchanged with those services at the instruction and under the responsibility of that organization. For example: an artificial intelligence provider configured for the organization (OpenAI, Anthropic or Google), for automated replies; depending on the applicable configuration, the organization may provide its own credentials or PanaMila Labs may provide the service with managed credentials. Also its mailbox (Gmail or Microsoft Outlook), its calendar (Google Calendar) or its CRM (Zoho CRM).

Some of these providers process data outside Panama, including in the United States.

Requests from authorities. PanaMila Labs only discloses personal data to a public authority when the law requires it, and under these rules: we review the legality of each request before responding; we ask for clarification and, where appropriate, reject or challenge through legal channels requests that are excessive, ambiguous or without legal basis; we disclose only the minimum information the request requires; and we document each request, the response, the parties and the legal reasoning. Unless the law prohibits it, we notify the affected person or the organization responsible for their data.

6. Data retention

Data is kept for as long as it is needed for the stated purposes or while there is an active relationship with the user. Data will be deleted or anonymized within a reasonable period after the relationship ends, unless the law requires it to be kept.

7. User rights

• Access your personal data
• Correct inaccurate or incomplete data
• Request the deletion of your data
• Object to the processing of your data
• Withdraw your consent at any time by sending "STOP" through the communication channel

To exercise these rights, contact: info@panamila.com

To request the deletion of your data, follow the steps at panamila.com/en/data-deletion.

8. Security

We implement technical and organizational measures to protect personal data, including encryption in transit and at rest, role-based access control and continuous monitoring.

9. Cookies and similar technologies

This site uses third-party analytics tools that set their own cookies to measure site usage:

• Google Tag Manager / Google Analytics — aggregated traffic and navigation metrics.
• Microsoft Clarity — heatmaps and session recordings (clicks, scrolling and cursor movement) to detect usability issues. Clarity masks the content of form and chat fields, so it does not capture what you type.

This information is used in pseudonymized and aggregated form, only to improve the site. You can block or delete these cookies from your browser settings without affecting how the site works.

When the site is deployed on Vercel, it may use Vercel Speed Insights to obtain aggregated and anonymous performance measurements. This measurement is not used to build advertising profiles or to record the content you type.

While the tab is open, the site remembers in the browser's session storage (it is not a cookie) which site, campaign or ad the visit came from and which page it landed on. That origin is sent along with the form or the chat conversation, to know which channels generate inquiries. It does not include what you type and it is deleted when you close the tab.

The language preference may be stored in your browser's local storage to show the site in the chosen language. You can delete it from your browser settings without affecting how the site works.

The data sent through the form or shared in the chat is processed to handle your inquiry, according to the purposes described in this policy.

10. Changes to this policy

We reserve the right to update this policy. Changes will be published on this same page with the corresponding update date.

This policy is available in Spanish and English. In case of any discrepancy between the two versions, the Spanish version prevails.

11. Contact

For privacy inquiries: info@panamila.com