Privacy Policy

1. Introduction

PopVia ("we," "us," or "our") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered customer support automation platform (the "Service").

Please read this Privacy Policy carefully. By using the Service, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Information You Provide

• Account Information: Name, email address, password, profile photo, and billing information when you create an account
• Two-Factor Authentication: If enabled, we store encrypted 2FA secrets to verify your identity
• Knowledge Base Content: Documents, text, URLs, and other content you upload to train your AI chatbot
• Support Tickets: Customer support tickets including name, email, subject, description, and any attached images
• Response Templates: Canned responses created by your team for customer support
• Communications: Information you provide when contacting us for support or feedback
• Payment Information: Billing address and payment card details (processed securely by Stripe)

2.2 Information Collected Automatically

• Usage Data: Pages visited, features used, actions taken, time spent on the Service
• Device Information: Browser type, operating system, device identifiers, IP address
• Chat Logs: Conversations between your chatbot and end users (stored to improve service quality)
• Ticket Activity: Support ticket interactions, agent replies, internal notes, and resolution history
• Solution Effectiveness: Tracking of AI-generated solution success rates to improve automation
• Cookies: Session cookies and analytics cookies to improve your experience

2.3 Information From Third Parties

• Authentication Providers: If you sign in using a third-party service
• Payment Processors: Transaction confirmations from Stripe

3. How We Use Your Information

We use the collected information for the following purposes:

• To provide, maintain, and improve the Service
• To process your transactions and manage your subscription
• To train and operate your AI chatbot based on your knowledge base
• To generate AI-powered auto-responses for customer support tickets
• To track and improve solution effectiveness based on customer feedback
• To facilitate agent workflow including ticket assignment and resolution
• To communicate with you about updates, security alerts, and support
• To send automated emails for support ticket notifications and feedback requests
• To analyze usage patterns and optimize user experience
• To detect, prevent, and address technical issues and fraud
• To comply with legal obligations

4. Data Sharing and Disclosure

We do not sell your personal data. We may share your information in the following circumstances:

• Service Providers: Third-party vendors who help us operate the Service (hosting, payment processing, analytics)
• AI Processing: Your knowledge base is processed by AI models (OpenAI) to generate chatbot responses
• Legal Requirements: When required by law, subpoena, or government request
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• With Your Consent: When you explicitly agree to share information

5. Data Security

We implement appropriate technical and organizational measures to protect your personal data, including:

• Encryption of data in transit (TLS/SSL) and at rest
• Secure authentication mechanisms
• Regular security assessments and monitoring
• Access controls limiting data access to authorized personnel
• Secure hosting infrastructure with reputable cloud providers

While we strive to protect your data, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security.

6. Data Retention

We retain your personal data for as long as necessary to provide the Service and fulfill the purposes described in this Privacy Policy. Specifically:

• Account Data: Retained while your account is active and for a reasonable period afterward
• Knowledge Base: Retained until you delete it or close your account
• Chat Logs: Retained for service improvement and analytics purposes
• Support Tickets: Retained for service quality, training purposes, and historical reference
• Solution Effectiveness Data: Retained to improve AI automation quality
• Billing Records: Retained as required by tax and accounting regulations

You may request deletion of your data at any time by contacting us.

7. Your Rights

Depending on your location, you may have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your personal data
• Portability: Request transfer of your data to another service
• Objection: Object to certain processing of your data
• Restriction: Request restriction of processing in certain circumstances

To exercise these rights, please contact us at the email address provided below.

8. Cookies and Tracking

We use cookies and similar tracking technologies to enhance your experience. Types of cookies we use:

• Essential Cookies: Required for the Service to function properly
• Analytics Cookies: Help us understand how users interact with the Service
• Preference Cookies: Remember your settings and preferences

You can control cookies through your browser settings. Disabling cookies may affect Service functionality.

9. Third-Party Services

Our Service integrates with third-party services that have their own privacy policies:

• Stripe: Payment processing - stripe.com/privacy
• OpenAI: AI model processing - openai.com/privacy

We encourage you to review the privacy policies of these third-party services.

10. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place for such transfers in compliance with applicable data protection laws.

11. Children's Privacy

The Service is not intended for children under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last updated" date. We encourage you to review this Privacy Policy periodically.

13. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at:

privacy@popvia.com

For data protection inquiries, you may also contact our Data Protection Officer at dpo@popvia.com.