Privacy Policy

At MultiChat, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our live chat service.

1. Information We Collect

1.1 Information You Provide

We collect information that you voluntarily provide when using MultiChat:

• Account Information: Name, email address, company name, and password
• Profile Information: Profile picture, timezone preferences, and notification settings
• Billing Information: Payment details processed securely by our payment processor
• Chat Content: Messages, conversation notes, and chat transcripts
• Support Communications: Information you provide when contacting our support team

1.2 Automatically Collected Information

When you use MultiChat, we automatically collect certain information:

• Usage Data: Pages visited, features used, time spent, and interaction patterns
• Device Information: Browser type, operating system, IP address, and device identifiers
• Visitor Analytics: Information about visitors to your website who interact with the chat widget
• Cookies and Tracking: Data collected through cookies, web beacons, and similar technologies
• Log Data: Server logs including timestamps, errors, and system events

1.3 Visitor Information

When end-users interact with your MultiChat widget, we collect:

• IP address and approximate location
• Browser and device information
• Pages viewed and navigation patterns
• Chat messages and conversation history
• Time and duration of visits

2. How We Use Your Information

We use the collected information for various purposes:

Purpose	Description
Service Delivery	To provide, maintain, and improve MultiChat services
Account Management	To create and manage your account, authenticate users, and process payments
Communication	To send service updates, security alerts, and support messages
Analytics	To analyze usage patterns and improve our platform
Security	To detect, prevent, and address technical issues and fraudulent activity
Legal Compliance	To comply with legal obligations and enforce our Terms of Service
Marketing	To send promotional communications (with your consent, where required)

3. Legal Basis for Processing (GDPR)

For users in the European Economic Area (EEA), we process your personal data based on:

• Contract Performance: Processing necessary to provide our services
• Legitimate Interests: To improve our services, ensure security, and prevent fraud
• Consent: For marketing communications and non-essential cookies
• Legal Obligations: To comply with applicable laws and regulations

4. How We Share Your Information

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

4.1 Service Providers

We share information with third-party service providers who perform services on our behalf:

• Cloud hosting providers (servers and data storage)
• Payment processors (billing and subscription management)
• Email service providers (transactional emails and notifications)
• Analytics providers (usage statistics and performance monitoring)

4.2 Business Transfers

If MultiChat is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction.

4.3 Legal Requirements

We may disclose your information if required by law or in response to valid requests by public authorities (e.g., court orders or government agencies).

4.4 Protection of Rights

We may disclose information to protect the rights, property, or safety of MultiChat, our users, or others.

5. Data Retention

We retain your information for as long as necessary to provide our services and fulfill the purposes outlined in this Privacy Policy:

• Account Data: Retained while your account is active and for 30 days after deletion
• Chat Transcripts: Retained according to your account settings or until deletion
• Billing Records: Retained for 7 years for tax and accounting purposes
• Analytics Data: Aggregated data may be retained indefinitely
• Legal Hold: Data may be retained longer if required for legal proceedings

6. Your Rights and Choices

6.1 Access and Portability

You have the right to access your personal information and request a copy in a portable format.

6.2 Correction and Updates

You can update your account information at any time through your account settings.

6.3 Deletion

You may request deletion of your account and associated data. Note that some information may be retained for legal or legitimate business purposes.

6.4 Opt-Out of Marketing

You can unsubscribe from marketing emails by clicking the "unsubscribe" link in any promotional email.

6.5 Cookie Preferences

You can control cookie settings through your browser preferences. Note that disabling cookies may affect functionality.

6.6 Do Not Track

Our service does not currently respond to "Do Not Track" signals.

7. Data Security

We implement appropriate technical and organizational measures to protect your information:

• Encryption: Data encrypted in transit (TLS/SSL) and at rest
• Access Controls: Strict access controls and authentication requirements
• Regular Audits: Security assessments and vulnerability testing
• Employee Training: Staff trained on data protection and security practices
• Incident Response: Procedures in place to respond to security breaches

However, no method of transmission over the Internet is 100% secure. We cannot guarantee absolute security.

8. 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, including:

• Standard Contractual Clauses approved by the European Commission
• Adequacy decisions recognizing equivalent data protection
• Other legally approved transfer mechanisms

9. Children's Privacy

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

10. Cookies and Tracking Technologies

10.1 Types of Cookies We Use

• Essential Cookies: Required for the service to function properly
• Analytics Cookies: Help us understand how users interact with our service
• Preference Cookies: Remember your settings and preferences
• Security Cookies: Authenticate users and prevent fraudulent activity

10.2 Third-Party Cookies

We may use third-party analytics services (e.g., Google Analytics) that use cookies to collect and analyze usage data.

11. California Privacy Rights (CCPA)

California residents have specific rights under the California Consumer Privacy Act:

• Right to know what personal information is collected
• Right to know if personal information is sold or disclosed
• Right to say no to the sale of personal information
• Right to access and delete personal information
• Right to non-discrimination for exercising CCPA rights

Note: We do not sell personal information.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by:

• Posting the updated policy on our website
• Updating the "Last Updated" date
• Sending an email notification for significant changes

Your continued use of MultiChat after changes constitutes acceptance of the updated Privacy Policy.

13. Third-Party Links and Services

Our service may contain links to third-party websites or integrate with third-party services. This Privacy Policy does not apply to those third parties. We encourage you to review their privacy policies.

14. Your Responsibilities

As a MultiChat user displaying our chat widget on your website:

• You must have a privacy policy informing visitors about data collection
• You must comply with applicable privacy laws (GDPR, CCPA, etc.)
• You must obtain necessary consents from your website visitors
• You are responsible for how you use data collected through MultiChat