Privacy Policy

1. Who we are

ChAi is operated by Dominion Agency (Pty) Ltd, a company incorporated in South Africa (“ChAi,” “we,” “our,” or “us”). ChAi is an AI-powered customer retention platform that helps businesses understand and improve customer health.

For privacy enquiries, contact us at privacy@askchai.tech.

2. Scope of this policy

This Privacy Policy applies to:

• Visitors to our website at askchai.tech
• Users who create a ChAi account or free trial
• Administrators and team members within a ChAi Workspace
• Anyone who contacts us for support or enquiries

This policy does not apply to third-party services you connect to ChAi (such as your CRM, accounting software, or helpdesk). Those services have their own privacy policies and you should review them separately.

3. What we collect

3.1 Information you give us directly

• Account information: your name, email address, password, and business name when you register.
• Billing information: payment details processed securely via our payment provider (we do not store full card numbers).
• Profile information: details about your business type, industry, and customer base provided during onboarding to configure your workspace.
• Support communications: messages you send us via support channels, email, or in-app chat.
• Feedback: feature requests, bug reports, and other feedback you submit.

3.2 Customer data you bring into ChAi

When you connect integrations or upload files, ChAi processes data about your customers on your behalf. This may include names, contact details, transaction history, support records, and other business data. You are the data controller for this information. ChAi processes it only to provide the service you’ve requested.

3.3 Information collected automatically

• Usage data: pages visited, features used, actions taken, and session duration within the platform.
• Device and technical data: browser type, operating system, IP address, and referring URL.
• Log data: server logs including timestamps, error reports, and API calls, retained for security and debugging purposes.
• Cookies and similar technologies: see Section 10 for details.

4. How we use your information

We use the information we collect to:

• Create and manage your account and Workspace
• Provide, operate, and improve the ChAi platform
• Process payments and manage your subscription
• Generate AI-powered insights, health scores, and recommendations from your connected data
• Send transactional emails (account confirmations, billing receipts, password resets)
• Send product updates and feature announcements (you may opt out at any time)
• Respond to support requests and enquiries
• Monitor for security threats and prevent fraud
• Comply with legal obligations
• Analyse aggregated, anonymised usage patterns to improve the product

We process your information on the following legal bases:

• Contract performance: to deliver the service you’ve signed up for
• Legitimate interests: to operate, secure, and improve our platform
• Legal obligation: where required by applicable law
• Consent: for marketing communications (you may withdraw at any time)

5. How we share your information

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

5.1 Service providers

We use trusted third-party providers to operate ChAi, including cloud hosting, payment processing, email delivery, analytics, and customer support tooling. These providers access data only to perform services on our behalf and are contractually required to protect it.

5.2 Integrations you authorise

When you connect a third-party integration (e.g. HubSpot, Xero, Zendesk), you authorise ChAi to retrieve data from that service. Data flows are read-only unless expressly stated otherwise. You may disconnect integrations at any time from your Workspace settings.

5.3 Legal requirements

We may disclose information if required to do so by law, court order, or governmental authority, or where we believe disclosure is necessary to protect the rights, property, or safety of ChAi, our users, or the public.

5.4 Business transfers

If ChAi is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you before your information becomes subject to a materially different privacy policy.

5.5 With your consent

We may share information for other purposes with your explicit consent.

6. Data retention

We retain your account information for as long as your account is active. If you cancel your subscription:

• Your Workspace data is retained for 30 days so you can export or reactivate.
• After 30 days, your Customer Data is permanently deleted from our production systems.
• Billing records and legal compliance data may be retained longer where required by law.
• Anonymised, aggregated data (with no link to you or your customers) may be retained indefinitely for product improvement.

You may request earlier deletion at any time by contacting privacy@askchai.tech.

7. Security

We take security seriously and implement administrative, technical, and organisational measures to protect your data, including:

• Encryption of data in transit (TLS) and at rest
• Secure authentication with role-based access controls
• Regular security monitoring and logging
• Restricted employee access on a need-to-know basis
• Routine backups and disaster recovery procedures

No method of electronic storage or internet transmission is 100% secure. We will notify affected users without undue delay in the event of a data breach that poses a risk to their rights and freedoms, in accordance with applicable law.

8. AI features and your data

ChAi uses artificial intelligence to generate customer health scores, churn risk indicators, summaries, and recommendations. Here is how we handle your data in relation to AI:

• We do not use your Customer Data to train general-purpose AI models. Your data is used only to generate insights for your Workspace.
• Where we use third-party AI providers to process data, we select providers that offer enterprise controls designed to prevent your data from being used to train publicly available models.
• AI-generated outputs are probabilistic and may not always be accurate. You remain responsible for reviewing insights before making business decisions.

9. Your rights

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

• Access: request a copy of the personal information we hold about you
• Correction: request that inaccurate or incomplete information be corrected
• Deletion: request deletion of your personal information, subject to legal retention requirements
• Portability: request your data in a structured, machine-readable format
• Objection: object to processing based on legitimate interests
• Restriction: request that we restrict processing in certain circumstances
• Withdraw consent: where processing is based on consent, withdraw it at any time without affecting the lawfulness of prior processing

To exercise any of these rights, contact us at privacy@askchai.tech. We will respond within 30 days. We may ask you to verify your identity before processing your request.

South African residents may also lodge a complaint with the Information Regulator of South Africa at www.justice.gov.za/inforeg. Users in the European Economic Area or United Kingdom may lodge a complaint with their local data protection authority.

10. Cookies and tracking

ChAi uses cookies and similar technologies for the following purposes:

• Essential cookies: required for authentication, session management, and platform security. These cannot be disabled.
• Functional cookies: remember your preferences and settings within the platform.
• Analytics cookies: help us understand how the platform is used so we can improve it. Data is aggregated and anonymised where possible.

You can control non-essential cookies through your browser settings. Disabling cookies may affect some platform functionality.

11. Children

ChAi is a business platform and is not directed at children under the age of 18. We do not knowingly collect personal information from anyone under 18. If you believe a minor has provided us with personal information, please contact us and we will delete it promptly.

12. International data transfers

ChAi is operated from South Africa. If you access the platform from outside South Africa, your information may be transferred to and processed in South Africa or in countries where our service providers operate. We take steps to ensure that such transfers are made in compliance with applicable data protection laws and that your information receives an adequate level of protection.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. If we make material changes, we will notify you by email or by posting a notice within the platform at least 14 days before the changes take effect. The “Last updated” date at the top of this page will always reflect the most recent version. Your continued use of ChAi after changes take effect constitutes your acceptance of the updated policy.

14. Contact us

If you have questions, concerns, or requests relating to this Privacy Policy or how we handle your data, please contact us:

• Email: privacy@askchai.tech
• Company: Dominion Agency (Pty) Ltd, trading as ChAi
• Website: askchai.tech

We aim to respond to all privacy enquiries within 30 days.