1. Introduction

RespondLine ("we", "us", or "our") operates the RespondLine platform. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our service.

2. Information We Collect

We collect information you provide directly and information generated automatically when you use our service.

Information you provide:

Account registration details (name, email address, password)
Workspace and business information
Knowledge base content you upload or import
Customer conversations and ticket data handled through the platform
Billing information (processed securely by our payment provider — we do not store card numbers)

Information collected automatically:

Log data (IP address, browser type, pages visited, timestamps)
Usage data (features used, chat volumes, response times)
Cookies and similar tracking technologies

3. How We Use Your Information

To provide, operate, and maintain the RespondLine platform
To process transactions and send billing-related communications
To generate AI replies using your knowledge base content
To send transactional emails (ticket confirmations, notifications, password resets)
To improve and personalise your experience
To monitor usage and prevent abuse or fraudulent activity
To comply with legal obligations

4. Sharing of Information

We do not sell, trade, or rent your personal information to third parties. We may share information with:

AI providers — your knowledge base content and customer messages are sent to AI model providers solely to generate responses.
Payment processors — billing data is handled by our payment provider under their respective privacy policies.
Email delivery — outbound emails are sent via our email provider.
Legal compliance — we may disclose information if required by law, court order, or government authority.

5. Data Retention

We retain your account data for as long as your account is active. If you close your account, we will delete or anonymise your data within 30 days, unless we are required to retain it for legal or compliance purposes.

6. Data Security

We implement industry-standard security measures including encryption in transit (TLS), encrypted storage for sensitive credentials, and access controls.

7. Your Rights

Depending on your location, you may have the right to access, correct, delete, or port your personal data. To exercise any of these rights, contact us at [email protected].

8. Cookies

We use essential cookies to operate the platform (session management, authentication). We do not use advertising or cross-site tracking cookies.

9. Children's Privacy

RespondLine is not directed to children under 16. We do not knowingly collect personal information from children.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by email or by posting a prominent notice on the platform.

11. Contact Us

Questions? Contact us at [email protected].