Pipechat’s Privacy Policy

Last update: December 17th, 2021

1. Who we are

   We, Nuova OÜ, (hereinafter referred to as “Nuova OÜ” and “We”, “we”) operate the Pipechat app that is accessible through www.pipechat.app (the “website”).

   Pipechat adds a sidebar to the Whatsapp Web and Telegram Web interfaces to interact with CRM data. More information is available on the website.

   This Privacy Policy does not apply to the practices of companies that we do not own or control, or to individuals that we do not employ or manage.

   Pipechat is the controller for the data regarding the website visitors, customers or users, in accordance with Article 4(7) of REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) or GDPR. In addition, Pipechat is a processor for the data processed on behalf of its clients in accordance with Article 4(8) of the GDPR.

   We recommend that you read this Privacy Policy in full to ensure that you are fully informed. If you have any questions about this Privacy Policy or Pipechat’s data collection, use, and disclosure practice, please contact us at [email protected]

   It is important to highlight Pipechat’s principles regarding user privacy and data protection:

   1. We believe user privacy and data protection are human rights.
   2. We take protecting your privacy seriously, and we recognize we have a duty of care to the people whose data we hold.
   3. We will only collect and process data when it is absolutely necessary, and when we do, we will make it clear why we are doing so and how it will be used.

2. To whom does this Privacy Policy apply?

   This privacy policy is relevant for:

   1. Website visitors;
   2. Potential customers that we may be in contact with; and
   3. Existing customers.

3. What does this Privacy Policy concern?

   Pipechat has created this document to describe how we process personal data, what we process and why, to whom this data is disclosed to, what are your rights and who to contact for more information or inquiries.

4. What personal data does Pipechat collect and why?

   Customer and users data

   We usually collect personal data of our customers and users who acquire any of our services. This may include:

   1. Name and e-mail address;
   2. CRM user ID;
   3. CRM company ID;
   4. The “access token” necessary to make API calls to CRM on behalf of the user;
   5. Title and text of the templates users create manually;
   6. Temporary records of your actions, with obfuscated data, that will be used for technical support and to monitor the app.
   7. Credit card or other financial account information in connection with your order to purchase the Services is collected by Chargebee, which takes care of subscriptions and collects the billing information. This information is only collected from customers of Pipechat.
   8. Any other information you may provide to us voluntarily while communicating with us.
   Data when you visit the website

   When you visit the website, we automatically collect certain information about your device, including information about your web browser, time zone, and some of the cookies that are installed on your device. This collection of data aims at personalizing your experience on the Site, improve customer service, respond to queries and emails of our customers. It is important to highlight that this information will not otherwise be aggregated in such a way that would enable us to identify any particular visitor.

5. How we will use your data?

   Legal Grounds

   We may process personal information related to you if one of the following applies:

   1. Processing is necessary for the performance of a contract to which you are a party in order to take steps at your request prior to entering into a contract;
   2. Processing is necessary for compliance with a legal obligation to which we are a subject;

   In any case, we will be happy to clarify the specific legal basis that applies to the specific case of processing your personal data, and in particular whether the provision of personal data that is a statutory or a contractual requirement, or a requirement necessary to enter into a contract. As a consequence, you may contact us at the following address: [email protected]

   Purpose

   We may use your personal information for the following purposes:

   1. Performance of the services: Pipechat requires basic personal data as described above in Chapter 3.
   2. Questions, support, and requests: if you contact us by email or phone, we will use the personal information you provide to answer your question or resolve your problem.
   3. Contacting you about different updates, other products or services: Pipechat may use your personal information to contact you with information about product updates and services that may be of interest to you or necessary to your website.

   Pipechat will not use your personal data for other purposes than those listed. We will not store data which is not necessary for our purposes and will not keep it for longer than it is necessary. Moreover, we will not sell or disclose this data to any other third party processors.

6. When and how is the personal data shared and what are the locations of processing?

   We will only share personal data with others when it is legally permitted to do so. Personal data held by Pipechat may be transferred to:

   1. Sub-processors engaged by Pipechat for the performance of a given task;

   When we will share data with sub-processors, it is under contractual arrangements to provide sufficient guarantees to implement appropriate technical and organizational measures in such a manner that the processing will meet the requirements of the GDPR. Moreover, where the sub-processor fails to fulfill its data protection obligations, we will remain fully liable to the client (in our capacity of a controller) for the performance of the subprocessor’s obligations.

   Pipechat is using the following outsourcers:

   1. Google Analytics;
   2. DigitalOcean;
   3. Chargebee (for subscriptions and collection of information);
   4. Stripe (as a payment gateway);
   5. Law enforcement or other government and regulatory agencies or to other third parties as required by law, and in accordance with, applicable law or regulation;

   Occasionally, we may receive requests from third parties with authority to obtain disclosure of personal data, such as to check that we are complying with applicable law and regulation, to investigate an alleged crime, to establish, exercise or defend legal rights. We will only fulfill requests for personal data where we are permitted to do so in accordance with applicable law or regulation.

7. Data subject’s individual rights

   Individuals who are residents in an EEA country have certain rights over their personal data and data controllers are responsible for fulfilling these rights.

   1. Right of access
      You have the right to obtain from us confirmation as to whether or not personal data concerning you are processed, and, where that is the case, you have the right to request and get access to that personal data in accordance with applicable law. We will aim to respond to any requests for information promptly, and in any event within the legally required time limits (which is currently set for 30 days). You can do this by sending an e-mail to us at [email protected]
   2. Right to rectification
      You have the right to obtain from us the rectification of inaccurate personal data that was submitted to us and you have the right to provide additional personal data to complete any incomplete personal data. You can do this by sending us an e-mail to us at [email protected]
   3. Right to erasure
      In certain cases, you have the right to obtain from us the erasure of your personal data. You can do this by sending an e-mail to us at [email protected]
   4. Right to filing complaints
      You have the right to file complaints with the applicable data protection authority on our processing of your personal data. You have the right to lodge a complaint with the Estonian data protection regulation, or if the case may be, with the data protection authority in your country. You can find more information about it at the following address: https://edpb.europa.eu/about-edpb/board/members_en

8. Security

   We take the security of all data we hold very seriously. We have a framework of policies, procedures, and training in place covering professional secrecy, data protection, confidentiality and security and regular review of the appropriateness of the measures we have in place to keep the data secure.

   We may update or modify the security measures periodically provided that such updates and modifications do not result in the degradation of the overall security of the services.

   Therefore, while we strive to protect your personal data, you acknowledge that:

   1. there are security and privacy limitations of the Internet which are beyond our control;
   2. the security, integrity, and privacy of any and all information and data exchanged between us cannot be guaranteed; and
   3. any such information and data may be viewed or tampered with in transit by a third-party, despite our best efforts.

9. Data retention

   Nuova OÜ will retain the personal data for as long as it is necessary to fulfill the purposes we collected it for, including for purposes of satisfying any legal, accounting or reporting requirements. The same rules apply to the data collected by our sub-processors.

10. Changes to this statement

    We recognize that transparency is an ongoing responsibility so this privacy statement will be kept under regular review.

    We encourage you to periodically review it to be informed of how Pipechat is protecting your information. For your questions please contact us at the following e-mail address: [email protected]

Nuova OÜ
Sepapaja 6, Tallinn 15551, Estonia
VAT EE102173770
[email protected]