Who we are
neuen is operated by AIUS Limited (formerly Neural Engine Limited), a company incorporated in Hong Kong, Company No. 76403032, with its registered office at Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong. AIUS Limited is the data user responsible for your personal data under the Personal Data (Privacy) Ordinance (Cap. 486) of Hong Kong (the "PDPO"), and we handle personal data in line with the PDPO and its Data Protection Principles.
This policy covers the website at https://neuen.ai and the chat application at neuen.ai/app. Please read it together with our Terms of Service. For any privacy question or request, email support@neuen.ai.
Personal data we collect
Data you give us
- Account details: your email address and password. We store your password only as a one-way hash, never in readable form. An email address and password are required to create an account.
- Conversations: the messages and prompts you send, the responses models return (including any reasoning text a model provides), conversation titles, the model you selected and timestamps.
- Support emails: messages you send to support@neuen.ai and our replies.
Data created when you use the Service
- Usage and credit records: your plan, the messages you send, the model used, the tokens processed, the credits charged, your daily, Pro and purchased credit balances, and a ledger of credits added and used.
- Technical data: IP address, browser and device information, request times and error logs, used for security, abuse prevention and troubleshooting.
Data from payment processors
When you buy Pro or a credit pack, you enter your payment details on a checkout page operated by Airwallex or PayPal. We do not receive or store your full card number or card security code. The processor sends us limited payment records, such as a transaction reference, amount, currency, date, payment and subscription status and, depending on the processor and payment method, the payment method type, card brand, last four digits, country or PayPal account email.
Cookies
We set one strictly necessary cookie: a session cookie that keeps you signed in. Our hosting provider, Cloudflare, may also set strictly necessary security cookies to protect the Service from automated abuse. We do not use advertising cookies, analytics cookies or third-party tracking pixels. If you block these cookies in your browser, you will not be able to sign in.
How we use personal data
We use personal data to:
- create and operate your account and keep you signed in;
- generate responses by sending your prompts and conversation history to the model provider, and store your conversation history so you can return to it;
- measure usage, calculate and deduct credits, apply daily and Pro allowances and enforce rate limits;
- process payments, subscriptions, refunds and chargebacks, and keep accounting and tax records;
- answer support requests, including password resets and account deletion;
- secure the Service and detect and prevent fraud, abuse and breaches of our Acceptable Use Policy;
- send service messages, such as notice of changes to our Terms or prices; and
- comply with legal obligations and lawful requests from authorities.
We will not use your personal data for a new purpose unrelated to these without your consent.
Your conversations and AI models
- To generate a response, we send your message, together with the earlier messages in that conversation, to Alibaba Cloud Model Studio, which runs all currently available models in its Tokyo, Japan region. For these models we send prompts only to Alibaba Cloud, not directly to Moonshot AI, Zhipu AI or DeepSeek.
- Alibaba Cloud processes this data as our service provider under its own terms.
- neuen does not train AI models, and we do not use your conversations to train any model.
- We do not routinely read your conversations. Authorised personnel access specific conversation content only where needed to handle a support request you make, investigate a suspected breach of our Acceptable Use Policy or a security incident, or comply with law.
- If we add models from other providers, such as the OpenAI, Anthropic and Google models listed as coming soon, we will update this policy to name the new provider before any of your prompts are sent to it.
Please avoid including sensitive personal data, such as health information, financial account numbers or other people's personal data, in prompts unless it is necessary.
Who we share personal data with
We do not sell personal data and we do not share it with advertisers. We share it only with the service providers below, and where required by law.
| Provider | Purpose | Data involved | Location |
|---|---|---|---|
| Cloudflare | Hosting, database, network delivery and security | All Service data, including account details, conversations, usage records and IP addresses | Global network |
| Alibaba Cloud (Model Studio) | AI model inference | Prompts, conversation history sent as context and generated responses | Japan (Tokyo region) |
| Airwallex | Payment processing | Payment details you enter at checkout, purchase details and payment records | Countries where Airwallex operates |
| PayPal | Payment processing | Payment details you enter at checkout, purchase details and payment records | Countries where PayPal operates |
| Google (Google Workspace) | Support email | Emails you send to support@neuen.ai and our replies | Google's global infrastructure |
Airwallex and PayPal also process your payment details for their own purposes, such as fraud prevention and regulatory compliance, under their own privacy policies.
We may also disclose personal data to courts, regulators or law enforcement where required by law or permitted by the PDPO, to our professional advisers and auditors under a duty of confidentiality, and to a successor if the Service is transferred, in which case we will tell you.
Transfers outside Hong Kong
Our service providers process personal data outside Hong Kong, including in Japan (Alibaba Cloud) and in the United States and other countries where Cloudflare, Google, Airwallex and PayPal operate. Data protection laws in those places may differ from Hong Kong's. We use established providers and share only the data each one needs for its role.
How long we keep personal data
- Conversations: until you delete them in the app or your account is deleted.
- Account details and usage and credit records: while your account exists. They are deleted when your account is deleted, except where they form part of billing records.
- Billing records (payments, refunds, chargebacks and the account details linked to them): for as long as the law requires, generally 7 years under Hong Kong tax record-keeping rules.
- Support emails: for as long as needed to resolve your request and keep a record of what was agreed.
- Technical logs: for a short period, normally no more than 30 days, unless needed to investigate abuse or a security incident.
Deleted data may remain in backups kept by our hosting provider for up to 30 days before it is overwritten.
Security
Data is sent to and from the Service over encrypted HTTPS connections. Passwords are stored only as one-way hashes, access to personal data is limited to authorised personnel, and card details are handled by our payment processors rather than by us. No system is completely secure. If you suspect unauthorised access to your account, email support@neuen.ai promptly.
Your rights
Under the PDPO you can:
- request access to the personal data we hold about you (a data access request);
- request correction of personal data that is inaccurate; and
- ask us to delete your data. You can delete individual conversations in the app at any time. To delete your whole account, email support@neuen.ai from your registered email address; we process deletion requests within 30 days.
Send requests to support@neuen.ai from your registered email address. We may ask for information to confirm your identity. We respond to data access and correction requests within 40 days, as the PDPO requires. As the PDPO permits, we may charge a fee for a data access request that is not excessive, and we will tell you the amount before proceeding. You may also complain to the Office of the Privacy Commissioner for Personal Data, Hong Kong.
If you live outside Hong Kong, local law may give you additional rights. Contact us and we will respond in line with the law that applies to you.
Direct marketing
We do not use your personal data for direct marketing. We will not do so unless we first obtain your consent as required by Part 6A of the PDPO.
Children
The Service is only for people aged 18 or over. We do not knowingly collect personal data from anyone under 18. If we learn that an account belongs to someone under 18, we will delete it.
Changes to this policy
We may update this policy. For material changes, we will notify you by email or in the app before they take effect. The date at the top of this page shows the last update.
Contact
AIUS Limited, Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong. Email: support@neuen.ai. Phone: +852 6693 5545.