Privacy Policy

At Opaline by Mely we respect your privacy. This policy explains what data we process, why, who we share it with and what your rights are. The data controller is Opaline by Mely (Belgrade, Serbia); you can write to us at [email protected].

1. Data we process

Your account data (name, email, phone and birthday if you give it to us), your appointments (services, dates, preferences, and design and result photos), your Onyx Club activity and, if you choose to tell us, health data such as allergies or sensitivities. If you call the salon, also the recording and transcript of the call.

2. Why we use it

To manage your appointments, send you confirmations and reminders (by email, SMS or phone notifications), run your Onyx Club and answer your calls. Health data is used only to treat you safely. We do not sell your data or use it for third-party advertising.

3. Artificial intelligence and calls

Valeria, our phone receptionist, is an AI virtual assistant. Calls are recorded and transcribed to handle your appointment, and Melisa receives a summary. The team also uses an internal AI assistant to organise the schedule: when a request needs it, it receives the client data required to answer, including allergies noted in her profile. The AI does not decide on its own: any change to an appointment is confirmed by you or by a person at the salon.

4. Who we share it with

Only with the providers we need to operate, which process data on the salon's behalf: Retell AI, OpenAI and ElevenLabs (calls with Valeria), Google (internal Gemini assistant), Telnyx (SMS), Resend (email), Cloudflare (website network and security) and MEGA (backups). Some are outside Serbia, for example in the United States, and only receive the data their function requires.

5. How we protect it and how long we keep it

The website and database run on our own server in Belgrade, with restricted access and daily backups. Photos of your appointment results are deleted automatically after 90 days. Other data is kept while you have an account or while the law requires it (for example, for accounting).

6. Your rights

You can ask to access, correct or delete your data, object to its use or withdraw your consent (for example, for health data) by writing to [email protected]. You can also lodge a complaint with Serbia's Commissioner for Information of Public Importance and Personal Data Protection (Poverenik).