Privacy Policy

1. Who we are

[Legal entity name: TO BE CONFIRMED BEFORE PUBLICATION] operates CustBot. For any privacy question or request, write to [email protected].

2. Data we collect

• Account data: name, email address, company name, and a password stored only as a one-way hash.
• Business data you upload: knowledge base documents, product catalogues and agent settings.
• Conversation data: messages your customers send through connected channels and the replies the agent sends.
• Billing data: subscription status and transaction references from Paddle. We do not receive or store full payment card numbers.
• Technical data: IP address, browser type and usage logs, used for security, abuse prevention and rate limiting.

3. Your customers' data

For conversations between you and your customers, you are the controller of that personal data and CustBot acts as your processor. You are responsible for having a lawful basis for processing it and for giving your customers the notices the law requires.

We process that data only to deliver the Service on your instructions.

4. How we use data

We use data to provide and secure the Service, run your AI agents, process subscriptions and payments, send service emails, prevent abuse, meet legal obligations and keep the platform reliable.

We do not sell personal data.

5. AI model providers

To generate replies and to index your knowledge base, we send the relevant message context and knowledge text to the AI model providers listed on our Sub-processors page. They process that data under their API terms.

6. Who we share data with

We share personal data only with the sub-processors listed on our Sub-processors page, with authorities when the law requires it, or as part of a business transfer, in which case we will give notice.

7. Retention and deletion

We keep data while your account is active and as long as needed for the purposes above.

To request deletion of your account or data, write to [email protected] from the account email address. We process the request and confirm to you when it is complete, except for records we must keep by law.

8. Security

Data is encrypted in transit using TLS, passwords are stored as hashes, and access to systems is restricted and logged. No system is perfectly secure. If a personal data breach occurs, we will notify affected parties as the law requires.

9. International transfers

Our sub-processors may process data outside your country, including in the United States, the European Union and China for certain AI model providers. Where required, we rely on contractual safeguards with those providers.

10. Your rights

Depending on where you live, including under the GDPR and applicable regional laws, you may request access to, correction, deletion, restriction or portability of your personal data, and you may object to certain processing. Send your request to [email protected].

11. Cookies

We use cookies as described in our Cookie Policy.

12. Children

CustBot is a service for businesses. It is not directed at children under 16.

13. Changes and contact

We may update this Policy and will notify account administrators of material changes. Questions: [email protected].