Privacy Policy

1. Introduction

Sentrup ("we", "us", or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, and share information when you use our AI-powered customer support platform. By using Sentrup, you agree to the practices described in this policy.

2. Information We Collect

Account Information

When you register, we collect your name, email address, company name, and payment information (processed by Paddle — we do not store card details).

Usage Data

We collect data about how you use the Service, including conversation logs, knowledge base documents you upload, widget configuration, and analytics data such as conversation counts and resolution rates.

End-User Data

When your customers interact with the Sentrup widget on your website, we collect the content of those conversations, and optionally the customer's name and email address if provided. This data is associated with your tenant account.

Technical Data

We collect IP addresses, browser type, device information, and log data for security, debugging, and performance monitoring purposes.

3. How We Use Your Information

• To provide, operate, and improve the Service
• To process payments and manage your subscription
• To send transactional emails (account verification, password reset, billing receipts)
• To send usage alerts such as quota warnings
• To monitor for abuse, fraud, and security threats
• To generate anonymized analytics about platform usage
• To comply with legal obligations

We do not sell your personal data or your customers' data to third parties.

4. Data Sharing

We share data only with the following categories of third parties:

• Paddle — our payment processor and Merchant of Record, who handles billing and tax compliance
• AI providers — conversation content is processed by AI model providers (such as Google Gemini) to generate responses
• Infrastructure providers — hosting, database, and storage services used to operate the platform
• Error monitoring — anonymized error data may be sent to monitoring services such as Sentry

All third-party providers are contractually required to protect your data and use it only to provide services to us.

5. Data Retention

We retain your account data for as long as your account is active. Conversation data is retained for up to 12 months by default. If you delete your account, we will delete your data within 30 days, except where we are required to retain it for legal or compliance purposes.

6. Security

We implement industry-standard security measures including encryption in transit (TLS), hashed passwords, JWT-based authentication, and tenant data isolation. However, no system is completely secure and we cannot guarantee absolute security.

7. Cookies

We use essential cookies to maintain your login session. We do not use advertising or tracking cookies. The embedded chat widget does not set cookies on your customers' browsers beyond what is necessary to maintain the chat session.

8. Your Rights

Depending on your location, you may have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data
• Object to or restrict certain processing
• Data portability

To exercise any of these rights, contact us at [email protected].

9. Children's Privacy

The Service is not directed at children under 13. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, contact us and we will delete it promptly.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or by posting a notice in the dashboard. The "last updated" date at the top of this page reflects the most recent revision.

11. Contact

For privacy-related questions or requests, contact us at [email protected].