Privacy Policy

Privacy and Cookie Policy

Your privacy is important to us at The Chat Center  (“us” or “we”) and we are committed to protecting and respecting your privacy.

It is important that you read this privacy policy together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy policy supplements the other policies and notices and is not intended to override them.

  1. Information we collect from you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (known as “anonymous data”).

We may collect, use, store and transfer the following data about you:

  • Information you give us. This is information about you that you give us by filling in forms on our site www.thechatcenter.com (“our site”) or by corresponding with us by phone, e-mail or otherwise. It includes information you provide when you subscribe to or use our services, including the live chat service on our website; book a demo on our site; subscribe to our newsletter; when you provide us with feedback and when you report a problem with our site. The information you give us may include your name, e-mail address, content of any live chat, other details required for the formation or performance of any contract with you, and information about your activities.
  • Information we collect about you. With regard to each of your visits to our site, we will automatically collect the following information:
  • technical information, including the Internet protocol (IP) address used to connect your computer to the Internet; and
  • information about your visit, including the full Uniform Resource Locators (URL), clickstream to, through and from our site (including date and time), services you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), methods used to browse away from the page, and any phone number used to call our customer service number;
  • Information we receive from other sources. We may receive personal data about you from various third parties including, for example, business partners, advertising networks, analytics providers and search information providers.

We may also collect, use and share aggregated data such as statistical or demographic data for any purpose. Aggregated data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. However, if we combine or connect aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We do not collect any special categories of personal data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

2. Uses made of your information

We will only use your personal data when the law allows us to. Most commonly, we will use your personal information:

  • where we need to perform the contract we are about to enter into or have entered into with you;
  • to comply with any legal obligations to which we are subject;
  • where it is necessary for our or a third party’s legitimate interests, including for the purposes of preventing fraud, except where such interests are overridden by your interests or fundamental rights and freedoms; or
  • where you have provided valid consent.

3. Purposes for which we will use your personal data

  • To process and deliver the services that you or your business have requested including managing payments, fees and charges and collecting money owed to us, we will use identity, contact details and financial information, having as a lawful basis the performance of a contract with you, or if it is necessary for our legitimate interests (to perform our contractual obligations and to recover debts due to us).
  • To manage our relationship with you or your business which will include notifying you about changes to our terms or privacy policy or asking you to leave a review or take a survey, we will use contact details, having as a lawful basis the performance of a contract with you, if it is necessary to comply with a legal obligation or if it is necessary for our legitimate interests (to keep our records updated and to study how customers use our services).
  • To enable you to book a demonstration of our live chat services on our site, we will use your contact details, necessary for our legitimate interests (to enable us to provide you with a demonstration of our services on your request with a view to entering into a contract in respect of such services).
  • To provide you with assistance through the live chat function on our site, we will use identity, content of the chat session and technical data such as IP address, necessary for our legitimate interests (to reply to customer queries and to assist our customers with issues they are experiencing).
  • To administer and protect our business and our site (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data), we will use iIdentity, contact details and technical data such as IP address, necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) or when it is necessary to comply with a legal obligation.
  • To use data analytics to improve our website, services, marketing, customer relationships and experiences, we will use technical data such as IP address, necessary for our legitimate interests (to define types of customers for our services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy).
  • To make suggestions and recommendations to you about services that may be of interest to you or your business, we will use identity, contact details, usage data, necessary for our legitimate interests (to develop our products/services and grow our business).
  • To send our newsletter to you where requested, we will need contact details, if you give your consent to us.

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

You will receive marketing communications from us if you have requested information from us or purchased services from us and, in each case, you have not opted out of receiving that marketing.

We will get your express opt-in consent before we share your personal data with any company outside Client Service Intelligence SRL for marketing purposes.

You can ask us or third parties to stop sending you marketing messages at any time by contacting us at any time.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a service purchase or other transactions.

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

4. Disclosure of your information

We may have to share your personal information with the third parties set out below, or any other third parties notified to you, for the purposes set out in paragraph 3 above:

  • Zendesk chat and Tawk.to, our live chat platforms.
  • Service providers including Amazon Web Services, Google Inc, Amazon Data Services Ireland Ltd, Digital Ocean – located in USA, Smooch Technologies Inc.- Canada, Cloudflare, Inc. – USA, GoodData Corporation, Twilio.
  • Professional advisers including lawyers, bankers, auditors and insurers based in Romania
  • Regulators and other authorities who require reporting of processing activities in certain circumstances.
  • Third parties to whom we may choose to sell, transfer or mere parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.
  • Fraud prevention agencies.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

5. International transfers

We may transfer your data outside the European Economic Area (“EEA”).

We ensure your personal data is protected by requiring all our group companies to use specific contracts approved by the European Commission which give personal data the same protection it has in Europe.

Some of our external third parties are also based outside the EEA so their processing of your personal data will involve a transfer of data outside the EEA.

Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

  • We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission.
  • Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe.