Privacy notice
Last updated: September 26, 2026
Preliminary notice
If your conversation was recorded in a store, the company that owns that store is responsible for your personal data. Vera AI is a technology provider that processes those conversations on behalf of, and under the instructions of, that company. This notice complements the company’s own privacy notice. To exercise your rights, contact that company directly (see section 8).
1. Who we are
Vera AI is the trade name of City Returns LLC, located at 1007 N Orange St, Wilmington, DE 19808, United States. Privacy contact: contacto@heyvera.ai. Vera AI provides companies with physical points of sale a platform that records and analyzes sales conversations to measure service quality and train their sales teams.
2. Our role
Vera AI acts as a data processor. The companies that contract the service (our customers) are the controllers: they decide what the data is used for, inform individuals, and obtain their consent. Vera AI processes data only to provide the contracted service and according to the customer’s instructions. Conversations are recorded during in-store service. Each customer is responsible for informing their staff and their own customers, including through visible notices in their stores.
3. Data we process
Customer staff (sales associates): name, internal identifier, store and role; their voice and the content of recorded sales conversations; transcripts; and the metrics, evaluations, and coaching recommendations generated from them. This data is linked to the associate because the service includes individual evaluation and coaching. End customers of the store: their voice and what they say during the sales conversation. Vera AI does not request identifying information. If a person mentions data such as their name, phone number, or email, it may remain in the recording and transcript, but Vera AI does not extract it into databases or use it to identify, contact, or profile that person. Information about end customers delivered to our customers is aggregated. Sensitive data: Vera AI does not request sensitive personal data and does not use voice to identify individuals through biometrics.
4. Purposes
Evaluate service quality and adherence to sales protocols. Measure sales performance and generate coaching recommendations for associates. Produce aggregated analysis of sales conversations for the customer. Operate, maintain, and control the quality of the contracted service. Vera AI does not make decisions about associates’ employment relationship; the use of evaluations is up to the customer. Vera AI does not use recordings or transcripts to train its own or third-party artificial intelligence models.
5. Providers (subprocessors)
To provide the service, Vera AI relies on cloud infrastructure, audio transcription, and language analysis providers. These providers process data only to provide their services to Vera AI, under contractual confidentiality and security obligations, and with no right to use it for their own purposes. The list of providers is available to our customers in their service agreement. Vera AI informs them of any changes to it. Vera AI does not sell or transfer personal data to third parties unrelated to providing the service.
6. International processing
Data is stored and processed in the United States through the providers indicated above, with protection measures equivalent to those required by applicable law.
7. Security and retention
Data is encrypted in transit (TLS 1.2 or higher) and at rest (AES-256). Access is restricted to authorized Vera AI personnel through role-based access control, subject to confidentiality obligations. Each customer defines in their agreement how long recordings, transcripts, and metrics are retained, based on their operational needs. Once that period expires, or earlier if the customer requests it at the end of the agreement, the data is permanently deleted and Vera AI provides the customer with proof of deletion.
8. Your rights
You may access, rectify, cancel, or object to the processing of your data, as well as withdraw your consent, before the responsible company: the store where you were served or, if you are staff, your employer. Their contact details appear in that company’s own privacy notice. To locate a recording, the request should include the store, the date, and the approximate time of service. If we receive a request directly at contacto@heyvera.ai, we will forward it to the responsible company within 5 business days and support them in responding to it.
9. Security incidents
If an incident affecting personal data occurs, Vera AI will notify the responsible customer without delay and no later than 72 hours after confirming it, so they can meet their legal obligations.
10. Legal framework
This notice is governed by the Federal Law on the Protection of Personal Data Held by Private Parties (Mexico) and by the data protection regulations applicable in the other countries where Vera AI provides the service.
11. Changes to this notice
Any changes will be published at this same address, with their update date. We will inform our customers of relevant changes before they take effect.