Privacy Policy

1. Overview

LiveChatAi ("we", "our", or "us") operates the LiveChatAi platform — an AI-powered live chat service for websites. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website at livechatai.com and related services (collectively, the "Service").

By using the Service, you agree to the collection and use of information in accordance with this policy. If you do not agree, please discontinue use of the Service.

2. Data We Collect

2.1 Account Information

When you register, we collect:

• Full name and email address
• Password (stored as a salted hash — never in plain text)
• Billing information (processed by our payment partner; we do not store card numbers)
• Account plan and usage data

2.2 Chat Data

LiveChatAi processes conversations between your website visitors and the AI or your human agents. This includes:

• Visitor messages and AI/agent replies
• Session timestamps, page URL, and browser metadata
• Visitor IP address (for geo-routing and spam prevention)

2.3 Usage & Analytics

We automatically collect service usage data, including feature usage, error logs, and performance metrics, to improve the Service.

2.4 Communications

If you contact us via support, we retain the content of that communication to assist with your enquiry.

3. How We Use Data

We use the information we collect to:

• Provide, maintain, and improve the Service
• Authenticate your account and prevent fraud
• Send transactional emails (password resets, billing receipts)
• Respond to support requests
• Monitor and analyse usage trends to enhance user experience
• Comply with legal obligations

We do not use your chat data to train general-purpose AI models or share it with AI providers beyond processing your real-time requests.

4. Sharing Your Data

We do not sell or rent your personal information. We may share data only in these limited circumstances:

• Service providers: Trusted third parties who help us operate the Service (e.g. hosting, email delivery, payment processing) under strict data-processing agreements.
• AI providers: Your configured provider (OpenAI, Google, Groq, etc.) receives message content solely to generate AI responses. Their own privacy policies apply to that processing.
• Legal requirements: If required by law or to protect the rights, property, or safety of LiveChatAi, our users, or the public.
• Business transfers: In connection with a merger, acquisition, or sale of all or substantially all of our assets, subject to equivalent privacy protections.

5. Cookies & Tracking

We use cookies and similar technologies for:

• Essential cookies: Session management and authentication. These cannot be disabled without breaking the Service.
• Analytics cookies: Aggregate usage statistics to understand how the Service is used (no personal profiling).

You can control cookies through your browser settings. Note that disabling essential cookies may prevent you from logging in.

6. Data Retention

We retain your data for as long as your account is active. Specifically:

• Account data: Retained until you delete your account, plus a 30-day grace period for recovery.
• Chat history & conversations: Automatically and permanently deleted after 6 months from the date of the last message in each conversation. This applies to all plans. Deletion runs automatically every 24 hours — no manual action is required or possible to recover purged conversations.
• Support communications: Retained for 2 years.
• Billing records: Retained for 7 years to comply with financial regulations.

The 6-month chat retention limit exists to minimise data exposure and comply with data-minimisation principles under applicable privacy law (including GDPR Art. 5(1)(e)). If you need to preserve a conversation, please export or copy it before the 6-month window expires.

7. Your Rights

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

• Access: Request a copy of the personal data we hold about you.
• Rectification: Correct inaccurate or incomplete data.
• Erasure: Request deletion of your personal data ("right to be forgotten").
• Portability: Receive your data in a structured, machine-readable format.
• Objection: Object to processing based on legitimate interests.
• Restriction: Request that we limit how we process your data.

To exercise any right, contact us at support@live-chat.ai. We will respond within 30 days.

8. Security

We implement industry-standard security measures including TLS encryption in transit, encrypted storage at rest, access controls, and regular security reviews. However, no system is completely secure — we cannot guarantee absolute security of your data.

In the event of a data breach that is likely to result in a high risk to your rights, we will notify affected users without undue delay and in accordance with applicable law.

9. Children's Privacy

The Service is not directed to anyone under the age of 16. We do not knowingly collect personal information from children. If you believe we have inadvertently collected data from a minor, please contact us and we will promptly delete it.

10. Changes to This Policy

We may update this Privacy Policy periodically. We will notify you of material changes by email or by posting a prominent notice on our website at least 14 days before the change takes effect. Continued use of the Service after the effective date constitutes acceptance of the revised policy.

11. Contact Us

For privacy-related questions or to exercise your rights: