Privacy Policy

Last Updated: December 8, 2024

Jesse Hernandez, doing business as Chatwarden (“Chatwarden,” “we,” “us,” or “our”), respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in connection with the Chatwarden Services.

Scope

This Privacy Policy applies to all users of the Chatwarden Services across all U.S. states. If You are located outside the United States, Your information may be transferred to and processed in the U.S. By using our Services, You consent to such transfers.

Information We Collect

• Account Information: When You create an account, we may collect Your name, email, and associated business details.
• Training Materials and SOPs: You may upload SOPs, training materials, and policies, which are stored and processed to provide analysis and feedback.
• Call Data (via VOIP APIs): We access completed call recordings, transcripts, and call metadata through integration with Your chosen VOIP provider. We do not record calls ourselves; we process the data provided via the API.
• Usage Data: We collect information about how You use the Services (e.g., IP address, browser, device info) to improve functionality and user experience.
• Cookies: We use cookies and similar technologies to enhance user experience and analyze usage patterns. You may adjust browser settings to decline cookies.

How We Use Your Information

• Service Provision: To analyze calls, generate feedback, provide call scores, and deliver coaching insights.
• Account Management: To authenticate users, maintain Your account, and respond to support requests.
• Service Improvement: To understand usage patterns, enhance analysis accuracy, and develop new features.
• Communications: To send service-related notices, updates, and marketing communications (with the option to opt out of marketing).
• Legal Compliance: To comply with applicable laws, regulations, or legal requests.

Legal Basis for Processing

Where required, we rely on Your consent or our legitimate interests (e.g., delivering and improving the Services) to process Your information.

Data Sharing and Disclosure

• Within Chatwarden: Only authorized individuals involved in delivering and improving the Services have access to Your data.
• Third-Party Processors: We may use trusted third parties (e.g., cloud hosts, transcription providers) under strict confidentiality agreements.
• Legal Requirements: We may disclose information if legally required or if necessary to protect rights and safety.
• Business Transfers: If Chatwarden is transferred or sold, Your information may be included in that transaction under the same privacy safeguards.

Data Security

We use industry-standard security measures to protect Your information. However, no system is completely secure. By using the Services, You acknowledge the risk inherent in data transmission over the internet.

Data Retention

We retain data as needed to provide the Services and to comply with legal obligations. You may request deletion of certain data, subject to legal and contractual limitations.

Your Rights

Depending on Your location, You may have rights to access, correct, or delete Your personal information. To exercise these rights, contact us at [email protected].

Children's Privacy

The Services are not directed to individuals under 16. We do not knowingly collect personal information from children under 16. If You believe we have, please contact us so we can remove it.

Do Not Track

We do not currently respond to Do Not Track signals. If a universal standard emerges, we will follow it.

Updates to This Policy

We may update this Privacy Policy periodically. If changes are significant, we will notify You by email or via the Services. Your continued use after the updated policy becomes effective constitutes Your acceptance.

Contact Us

If You have questions or concerns about this Privacy Policy, please contact [email protected].