Privacy Policy

This Privacy Policy explains how CharacterAI Lab (“CharacterAI Lab,” “we,” “us,” or “our”) collects, uses, and safeguards information when you access https://app.characterailab.com, create an account, upload assets, or otherwise use our AI training and generation tools.

By using the Service, you agree to the practices described here. If you do not agree, please discontinue use immediately.

We collect information in three primary ways: (1) data you provide directly, (2) data collected automatically, and (3) data from partners if you connect third-party services.

• Account & Contact Data: name, email, password hash, organization, billing details, and any communication preferences you set.
• Usage Data: log files, device and browser metadata, IP address, time zone, language, and pages or features accessed to improve stability and security.
• Support Correspondence: messages you send to support@characterailab.com or via in-app chat, plus any attachments you include.

When you upload photos, prompts, captions, or other assets to create a model, we treat that content as User Content:

• We store encrypted copies so you can manage projects, retrain, and generate new outputs.
• We process the content to compute model weights, embeddings, and output renders needed to deliver the Service.
• Unless you opt into research programs that are clearly labeled, we do not use your private training data to train global or public models.

CharacterAI Lab uses collected data to:

• Authenticate users, personalize dashboards, and maintain your workspace settings.
• Process payments, issue invoices, and detect fraudulent transactions.
• Operate, maintain, and improve the Service, including debugging, analytics, and feature development.
• Comply with legal obligations and enforce our Terms of Use, including investigating abuse and responding to lawful requests.

We do not sell personal information. We share data only with:

• Service providers that host infrastructure, process payments, send emails, or provide customer support under contractual confidentiality obligations.
• Law enforcement or regulators when legally required or when necessary to protect rights, safety, or property.
• Successor entities in connection with a merger, acquisition, or financing, subject to this Policy’s protections.

Account profile data is retained while your account remains active. Generated outputs and training artifacts remain available until you delete them or request removal.

When you delete a project, we schedule related assets for deletion within 30 days unless legal obligations require longer retention. Aggregated, anonymized analytics may be retained indefinitely.

We use industry-standard safeguards such as encryption in transit, dedicated VPCs, role-based access controls, and regular vulnerability scanning. No system is 100% secure, so please protect your credentials and notify us immediately at security@characterailab.com if you suspect unauthorized access.

Depending on your jurisdiction, you may have the right to access, correct, delete, or export personal data we hold about you, as well as the right to object to certain processing.

• You can update most profile fields and delete assets directly in the dashboard.
• For additional requests, email privacy@characterailab.com from the address associated with your account and provide sufficient details for us to verify your identity.
• Residents of the European Economic Area, United Kingdom, or similar regions may also lodge a complaint with their local supervisory authority.

We host infrastructure in the United States. If you access the Service from another country, you consent to the transfer, storage, and processing of your information in the U.S. or other countries where we or our vendors operate. We rely on standard contractual clauses or equivalent safeguards when transferring data from the EU/UK to the U.S.

CharacterAI Lab is not directed to children under 13 (or the minimum age in your jurisdiction), and we do not knowingly collect personal information from them. If we learn that a child submitted data, we will delete it promptly.

We may update this Privacy Policy to reflect new features, regulatory requirements, or industry best practices. We will change the “Last updated” date and provide additional notice when needed. Continued use of the Service after an update constitutes acceptance of the revised Policy.

For privacy questions or data requests, email privacy@characterailab.com or reach out through the in-app support channel.