This Privacy Policy explains how Initio ("Initio", "we", "us", or "our") collects, uses, shares, and protects personal information when you visit initiochat.com , create an account, or use our live chat platform (together, the "Service"). By using the Service, you agree to this Policy.
1. Who we are
Initio provides live chat software that businesses ("Customers") embed on their own websites to talk to their visitors. We act as a data controller for our own account holders and website visitors, and as a data processor for the visitor data our Customers collect through the chat widget on their sites. If you are chatting on a website that uses Initio, that website's operator is the controller of your data and their privacy policy also applies.
2. Information we collect
Information you provide
Account information , name, email address, password, workspace and company details when you sign up.
Billing information , handled by our payments provider, Polar. We do not store your full card details (see "Payments" below).
Support and communications , messages you send us by chat, email, or form.
Content , messages, files, notes, and lead details exchanged inside conversations.
Information collected automatically
When you or a website visitor use the Service, we automatically collect:
Visitor identifiers , a randomly generated visitor token stored in the browser's local storage to recognise a returning visitor (this is not a login and is not tied to your real-world identity unless you provide it).
Usage and device data , IP address, approximate location derived from IP (country, region, city), browser and device type, the page being viewed, referring URL, and visit history.
Reading activity, only on websites that switch on Smart nudges , the heading and a short excerpt of the public text of the page sections a visitor spends time on, how long each stayed on screen, and whether the visitor came back to it or copied from it (never what was copied). Nothing is read from forms or input fields, from pages with a visible password field, or from checkout, cart, account and sign-in pages. Email addresses and phone numbers are removed from excerpts, and a section's text is kept only after visitors on different networks have seen the identical text, so nothing personal to one visitor is stored. No keystrokes are recorded, and none of this is collected from crawlers or automated browsers.
Cookies and local storage , small data files used to operate the widget, keep you signed in, and remember preferences (see "Cookies").
3. How we use information
To provide, operate, and maintain the Service, including delivering real-time chat and routing conversations.
To create and manage accounts, authenticate users, and process subscriptions.
To show Customers context about their visitors (page, source, location, device, history) so they can answer relevantly.
To offer help in the chat about the part of a page a visitor is reading, when the website has Smart nudges switched on. The short messages are written by AI from the page's public text only; a visitor's identity, location or chat messages are never sent to write them.
To send service, security, and transactional communications.
To improve, secure, and troubleshoot the Service and prevent abuse.
To comply with legal obligations.
4. Payments
Subscriptions are sold and processed by Polar (Polar (polar.sh)), who acts as the Merchant of Record for purchases made through the Service. When you buy a plan, Polar collects and processes your payment and billing information under its own privacy policy. We receive limited information such as your plan, billing status, and subscription identifiers, never your full payment card number.
5. Cookies and local storage
We use cookies and browser local storage that are necessary to run the Service (for example, to keep you signed in and to identify a returning chat visitor). We may also use limited analytics to understand how the Service is used. You can control cookies through your browser settings; disabling essential cookies may stop parts of the Service from working.
7. Data retention
We keep personal information for as long as your account is active or as needed to provide the Service, and afterwards as required to comply with legal obligations, resolve disputes, and enforce agreements. Conversation history and visitor data are retained according to your plan and settings, and may be deleted on request.
8. Security
We use reasonable technical and organisational measures to protect personal information, including encryption in transit. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.
9. International transfers
We operate from Pakistan and use service providers that may be located in other countries. Where we transfer personal information across borders, we take steps to ensure it remains protected consistent with this Policy and applicable law.
10. Your rights
Depending on where you live, you may have the right to access, correct, update, or delete your personal information, to object to or restrict certain processing, and to request a copy of your data. To exercise these rights, contact us at support@initiochat.com . If you are a visitor on a Customer's website, please also contact that website operator, who controls your data.
11. Children's privacy
The Service is not directed to children under 16, and we do not knowingly collect their personal information. If you believe a child has provided us data, contact us and we will delete it.
12. Third-party links
The Service may link to third-party sites we do not control. This Policy does not apply to those sites, and we encourage you to read their privacy policies.
13. Changes to this Policy
We may update this Policy from time to time. We will post the new version here and update the "Last updated" date. Material changes will be communicated where appropriate.
14. Contact us
Questions about this Policy or your data? Email support@initiochat.com or write to us at Karachi, Pakistan.
