Privacy Policy

ARCHIVED 2025-09-01, DATE APPROXIMATE · VERSION 20250901_rev01 · COMPARED WITH 20250801_rev01

Full text changes — 20250801_rev01 to 20250901_rev01

COLOUR MARKS THE SEVERITY OF A FLAGGED CLAUSE · + AND − MARK ADDED AND REMOVED

15151.1. No matter where you live, where you reside, where your citizenship lies, or where your data originates from, your interactions with **Text** are governed by this Privacy Policy and you agree to the data practices described in this policy.
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1717## 2\. Data We Handle
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19192.1. Scope of Engagements. Information collection and processing occur through various interactions, including but not limited to: (i) Clients using our services via different platforms, e.g. Website, [Marketplace](https://www.livechat.com/legal/for-marketplace/), [Developer Program](https://platform.text.com/developer-terms), [Partner Program](https://www.livechat.com/legal/for-partners/), Services API, or any other products, or services we offer (collectively referred to as "Services"), or (ii) Non-Clients connecting with us outside service agreements, like (a) Visitor visiting/navigating our online website (website URL) operated by us ("Website") or otherwise communicating with us through various communication channels in whatever form, including but not limited to social media channels, phone/e-mail, the chat window on our Website, or giving feedback and making inquiries or signing up for our marketing communication or our newsletters, and (b) Participant attending events we host. All these interactions are referred to as "Engagements'' within this policy, irrespective of the depth or nature of your association with us.
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212.2. Roles in Data Handling. This policy applies uniformly to all types of Engagements, whether you visit our Website (as a Visitor), attend an event (as a Participant), or use/access our Services (as a Client).. Depending on the Engagements you use, our role in processing your data might be as: (a) a data processor, under the Agreement with you, when you supply or control the information we handle through the Services (Client Data)or (a) a data controller: (i) handling Personal Data that we collect from you during any interaction with us that falls outside the Agreement; and (ii) for certain technical or operational information we create ourselves about as part of the Services Data. In every case, we process your information in line with this Privacy Policy.
212.2. Roles in Data Handling. This policy applies uniformly to all types of Engagements, whether you visit our Website (as a Visitor), attend an event (as a Participant), or use/access our Services (as a Client). Depending on the Engagements you use, our role in processing your data might be as: (a) a data processor, under the Agreement with you, when you supply or control the information we handle through the Services (Client Data) or (a) a data controller: (i) handling Personal Data that we collect from you during any interaction with us that falls outside the Agreement; and (ii) for certain technical or operational information we create ourselves about as part of the Services Data. In every case, we process your information in line with this Privacy Policy.
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232.3. Grounds for Processing. When acting as a data controller, signifying that we have authority over the reasons and methods behind processing your Personal Data, we rely on various legal bases for processing your data. These include: (i) Your request: to fulfill our commitments to you and to respond to your requests, (ii) Legal Compliance: to adhere to our legal obligations, (iii) Your Consent, and (iii) Legitimate Interests: such as providing you with our Engagements functionality (e.g. Website, chat window), supporting their continuous improvement, operational management, understanding its use, maintaining the reliability of our systems and related technologies and other Client service and support purposes. In such scenarios, we consistently strike a balance between our interests and your privacy rights. As a data processor, our relationship is governed by the Agreement with you, which sets out our respective obligations and rights.
232.3. Grounds for Processing. When acting as a data controller, signifying that we have authority over the reasons and methods behind processing your Personal Data, we rely on various legal bases for processing your data. These include: (i) Your request: to fulfill our commitments to you and to respond to your requests, (ii) Legal Compliance: to adhere to our legal obligations, (iii) Your Consent, and (iv) Legitimate Interests: such as providing you with our Engagements functionality (e.g. Website, chat window), supporting their continuous improvement, operational management, understanding its use, maintaining the reliability of our systems and related technologies and other Client service and support purposes. In such scenarios, we consistently strike a balance between our interests and your privacy rights. As a data processor, our relationship is governed by the Agreement with you, which sets out our respective obligations and rights.
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25252.4. Types and Sources of Data. Our Engagements may collect and process your information including Personal Data depending on how you interact with us, the choices you make, and the Engagements and features you use. The sources of this information include what you share, our automated systems, and third-party sources and contain both your Personal and Non-Personal Data, including, but not limited to:
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27271. _Identifiers:_ Contact information and Services-related details, e.g. your full name, email address, physical address, phone number and IP address, user name, password, and other identifiers you provide, your Authorized-Users', Guest-Users' and End-Users' data you provide us with;
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29292. _Commercial information:_ Transactional information, or other purchasing or consuming histories and tendencies, payment data\_,\_ subscription information and supporting tickets;
6161 Please avoid sharing sensitive information while using our Engagements (like health or biometric data) with us. We are not liable for such data.
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6363## 3\. How We Process Your Information
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65653.1. Processing Purposes. As long as we process your information, including your Personal Data, we will continue to do so for the following purposes:
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671. \_Service Delivery and Enhancemen\_t: To provide, maintain, operate, and improve the Services, Services API, Partner Program, our Website, chat window on our Website and related technologies including collecting and analyzing statistical information about you and your interactions with our said services. This includes: (i) facilitating effective service delivery, (ii) continuously improving the said services and our related technologies, as well as monitoring their performance, (iii) researching, developing, and innovating new services, products, features and related technologies, (iv) providing testing, training, machine learning capabilities, (v) providing the Client support services, resolving issues, and requests for assistance, (vi) enabling Partners and Developers to access Client Personal Data during its authorized processing, (vii) as otherwise provided in our Agreements with you.
671. _Service Delivery and Enhancement_: To provide, maintain, operate, and improve the Services, Services API, Partner Program, our Website, chat window on our Website and related technologies including collecting and analyzing statistical information about you and your interactions with our said services. This includes: (i) facilitating effective service delivery, (ii) continuously improving the said services and our related technologies, as well as monitoring their performance, (iii) researching, developing, and innovating new services, products, features and related technologies, (iv) providing testing, training, machine learning capabilities, (v) providing the Client support services, resolving issues, and requests for assistance, (vi) enabling Partners and Developers to access Client Personal Data during its authorized processing, (vii) as otherwise provided in our Agreements with you.
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69692. _Safety and Security:_ To ensure and improve security of the Engagements and related technologies, preventing frauds and abuses; monitoring the performance of the Engagements, retaining data for backup and disaster recovery purposes, debugging as well as detecting fraudulent, illegal, and malicious activities.
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71713. _Compliance and Protection_: Meeting legal obligations, including billing, law enforcement, government, court inquiries, investigations, subpoenas, or similar legal processes, safeguarding our rights and interests and yours.
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73734. _User Engagement and Personalization:_ Targeting our Engagements experience for you as well as to improve our pending operations or to create and improve new Engagements, recognizing you and remembering your information when you return to our Engagements; maintaining robust communication and offers based on your activity, interactions, profiling, feedback, and usage of the Engagements, and related technologies, including statistical information.
81813.3. Data Compliance. You hereby acknowledge and agree that the processing, including the transfer of your Personal Data and other Clients' information (including the Personal Data), has been and will continue to be carried out in accordance with points 6 and 7 herein (and, where applicable, has been notified to the relevant authorities of the Member State where the Company is established or has its representative) and does not violate the relevant provisions of that Member State.
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83833.4. Profiling Activities. By engaging with us, you acknowledge and agree to our use of your Personal Data for profiling purposes involving automated methods, ensuring you receive the most pertinent information and features from the Engagements you select and combining the data you provide with our existing records. This enhances our advertising efforts, helping to refine offerings and keep you informed about updates relevant to Engagements you use. You can opt-out of profiling at any time by contacting [support@text.com](mailto:support@text.com). Please note, that revoking this consent might limit our ability to provide specific Engagements, potentially resulting in to the termination of our Agreement.
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85853.5. Access to the Client URL. By sharing your website URL, including any data extracted from publicly available sources (such as website addresses provided during registration) within Services, you confirm that you have the necessary rights to share its content and data, and agree and acknowledge that **Text**. may use, collect, and process publicly available data from your website for the purposes of providing and enhancing our Services, training Artificial Intelligence ("AI") models, improving the functionality and performance of the Services, and other legitimate business operations outlined in this Privacy Policy and the Agreement.
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873.6. TThe Client Responsibilities Regarding Personal Data. The Client is solely responsible for the processing of Personal Data (including but not limited to its transfer) in accordance with the relevant data privacy law, including obtaining necessary consents or having other valid legal basis for processing. The Client must obtain all necessary permissions and consents as may be required by any relevant data privacy law when collecting, storing, processing and transferring Personal Data via **Text** and its Sub-Processors. The Client ensures the accuracy, quality, and legality of Personal Data and the means by which the Client acquired them. Instructions given by the Client for Personal Data Processing must comply with relevant data protection laws. In addition, as a data controller, Client shall (a) as required by applicable law, provide notice to its End-Users, Authorized-Users, Guest-Users, as well as obtain their consent (if required) or have other legal basis for processing and transferring their personal data to **Text** and its Sub-Processors in line with Data Processing Addendum ("DPA").
873.6. The Client Responsibilities Regarding Personal Data. The Client is solely responsible for the processing of Personal Data (including but not limited to its transfer) in accordance with the relevant data privacy law, including obtaining necessary consents or having other valid legal basis for processing. The Client must obtain all necessary permissions and consents as may be required by any relevant data privacy law when collecting, storing, processing and transferring Personal Data via **Text** and its Sub-Processors. The Client ensures the accuracy, quality, and legality of Personal Data and the means by which the Client acquired them. Instructions given by the Client for Personal Data Processing must comply with relevant data protection laws. In addition, as a data controller, Client shall (a) as required by applicable law, provide notice to its End-Users, Authorized-Users, Guest-Users, as well as obtain their consent (if required) or have other legal basis for processing and transferring their personal data to **Text** and its Sub-Processors in line with Data Processing Addendum ("DPA").
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89893.7. Access and Managing Your Personal Data. Individuals have the right to manage their Personal Data. Reach out to [support@text.com](mailto:support@text.com) (or via the support e-mail of the Services you use) for any data access, modification, copy, or deletion requests. If we can't remove certain data, we will inform you of the reasons. If you decide to discontinue our Services, you can request deactivation of your Services by emailing us at [support@text.com](mailto:support@text.com) (or via support e-mail of the Services you use).
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91913.8. Deleting Your Personal Data. Upon written request, **Text** will delete your Personal Data using a standard method accepted by **Text** and in accordance with **Text's** data retention policy, unless it is unworkable due to the purposes of processing or due to technical issues. The standard response time is 30 days, which may be extended in complex cases and we will inform you of any such extension.
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93933.9. Geo-Location data. **Text** may have access to your geo-location data as we collect and process IP addresses of all devices used for Engagements. Collecting and processing your geo-location data refers to mobile devices as well as computers. It happens regardless of whether you are a Client or a Non-Client.