Privacy policy

1. What this policy covers

Bitnivo is a service for building AI chat assistants. This policy explains what personal data we handle when you use the platform, and what a business using Bitnivo is responsible for when visitors chat with its assistant.

2. Data we hold about your account

When you create an account we store your name, email address, sign-in method and the workspace you belong to. When you subscribe to a paid plan we store the plan, billing status and the identifier our payment provider returns — never your full card details, which are handled entirely by the payment provider.

We keep account records while your account is open, and for a limited period afterwards where we need them for accounting or dispute handling.

3. The business information you add

Website pages you index, documents you upload and FAQs you write are stored in your workspace and used only to answer your visitors. Extracted text is kept so your assistant can retrieve it; you can delete any source from the knowledge base at any time, which removes it from future answers.

Uploaded documents are stored privately. They are not publicly reachable and are only read by the platform to extract their text.

4. Visitor conversations and leads

When someone chats with a published assistant, we store the conversation, a random session identifier and the messages exchanged so the business can review them and so usage can be measured. If lead capture is enabled and the visitor ticks the consent box, the name, email, phone and enquiry they provide are stored and shown to that business alone.

Leads belong to the business that owns the assistant. The business is the controller of that data and decides how long to keep it and how to use it. Visitors who want their details removed should contact the business they spoke to.

5. How answers are generated

To produce an answer, the platform sends the visitor’s question, recent messages in that conversation and the most relevant passages from the assistant’s own knowledge to our AI provider. The AI provider returns the reply. We do not send the knowledge of one business to another business’s assistant, and identifiers for other customers are not included.

Conversation content is not used by us to build advertising audiences.

6. Cookies and local storage

The platform uses session storage to keep you signed in and local storage in your browser to remember a visitor’s chat session so the history is not lost when they refresh the page. We do not run third-party advertising trackers inside the assistant widget.

7. Who can see what

Your workspace sees only its own chatbots, knowledge, conversations, leads and billing records. Platform administrators can access records where necessary to operate, secure and support the service. Public chatbot identifiers expose the assistant’s appearance and welcome text only — never your knowledge base, conversations or leads.

8. Your rights

You can access, correct or delete your account data from your dashboard, and you can ask us to erase your account entirely. If you are a visitor who shared details with a business through their assistant, contact that business first — they hold your enquiry.

9. Changes

If this policy changes in a material way we will tell account holders before the change takes effect.