1Who is responsible
Balcão do Imigrante is a private service of VSN Business Solutions LTDA, CNPJ 58.106.935/0001-37, based at Travessa Dona Paula, Nº 13, São Paulo, SP. We are the controller of the personal data processed in this service.
For any privacy matter, write to contato@balcaodoimigrante.com.
2What data we collect
- Account: name, e-mail, phone, language, country of residence and password (stored encrypted; we never see it). If you sign in with Google, we receive your name and e-mail from Google.
- Requests and cases: the service you asked for, your immigration situation, family members' data when the request involves them, messages with the team and the progress of each step.
- Documents you upload or the team delivers to you (for example certificates, passports or powers of attorney).
- Payments: amount, currency and status. Card details are handled directly by Stripe; we do not receive or store them.
- AI assistants: the questions you ask and the answers.
- Video meetings: the name you join with and the meeting chat. Video and audio go directly between participants and are not recorded.
- Technical and security data: access logs, login attempts and a shortened form of your IP address, to protect accounts.
- Cookies and browser storage: see the cookie policy.
3Why we use it
- To provide the service you asked for: review your case, prepare quotes and documents, follow your case and talk to you (performance of contract).
- To charge for services and meet legal, tax and accounting obligations (legal obligation).
- To protect accounts and the service against fraud and abuse (legitimate interest).
- To send updates about your case by e-mail, in the dashboard and in the app. Optional messages, such as phone notifications or news, only with your permission (consent), which you can withdraw at any time.
- We do not sell your data or use it for third-party advertising.
4Who we share it with
- The team and partner specialists (for example lawyers or translators) working on your case, only what that task needs and under a duty of confidentiality.
- Providers that keep us running: website hosting (Hostinger), payments (Stripe), e-mail delivery and contact management (VSN's own systems) and, if you use it, Google sign-in.
- Balcão's AI (Solaris) runs on our own server: the content of your questions and documents is not sent to outside AI companies.
- Public bodies, registries, consulates or authorities, when needed for your request or required by law.
- Some of these providers may process data outside your country (for example in Brazil, the European Union or the United States), with the safeguards required by the LGPD and the GDPR.
5How long we keep it
While your account is active and as long as the service needs it.
When you delete your account, we delete or anonymise your personal data. We only keep, de-identified wherever possible, what the law requires (for example payment records and the accepted contract), for the legal period.
6Your rights
Under the LGPD (Brazil) and the GDPR (European Union) you can ask for: access to your data, correction, deletion, portability, information about sharing, objection and withdrawal of consent.
You can correct much of your data yourself in “My account” and “Profile and family”. For anything else, write to contato@balcaodoimigrante.com; we reply within 15 days.
You can also complain to the data protection authority: the ANPD in Brazil, or the authority of the EU country where you live (for example the AEPD in Spain or the CNPD in Portugal).
7Deleting your account
In the dashboard or the app: “My account” → “Delete my account”.
Without access to the dashboard: use the page balcaodoimigrante.net/apagar-conta, which sends a confirmation link to the account's e-mail.
We delete your profile, family data, stored documents, conversations and notifications. Cases that have not started are closed without charge. If you have a paid case in progress, the team will contact you to close it and will complete the deletion within 30 days.
8Security
Always-encrypted connection (HTTPS), passwords stored with strong hashing, documents kept outside the public area of the server and team access limited to what each person needs.
We will never ask for your password by e-mail, phone or WhatsApp.
9Android app
The app opens the same dashboard as the website. It asks for camera and microphone only when you join a video meeting or choose to take a photo of a document; you can deny or withdraw permission in your phone settings.
Files you download are saved in your phone's downloads folder.
10Children
The service is for people aged 18 or over. Children's data is only processed when a request involves them (for example a travel authorisation) and is provided by a parent or guardian.
11Changes
When this policy changes in an important way, we will let you know in the dashboard. The date of the last update is at the top of the page.