1. Introduction

This Privacy Policy describes how Upopy SARL, operating Feedbask ("we", "our"), collects and uses personal data when you use the Service as a registered user, as a visitor of feedbask.com, or as a visitor of a site or app that uses our widgets.

We process personal data in accordance with the GDPR and other applicable data protection laws.

2. Information we collect

2.1 Feedbask account users

When you create an account or use the dashboard, we may collect:

Account information: email address and, if you sign in with Google or GitHub, identifiers provided by that provider.
Usage information: projects, widgets, settings, logins, and actions in the dashboard.
Billing information needed to process payments through Stripe.
Communications you send or receive through the Service, including support messages and notification emails.

2.2 Data collected through widgets and similar tools

When a customer embeds our tools, we may collect from visitors of that customer's sites or apps:

Content submitted through widgets: survey answers, bug reports, feature requests, reviews, contact messages, votes, and similar submissions.
Live chat messages and related conversation data.
Optional screenshots and files uploaded with a submission.
Identity data the visitor chooses to provide (such as name or email).
Technical and context data: page URL and title, device type, browser, operating system, screen size, language, timezone.
A visitor identifier used to associate submissions and chat threads.
On some plans, additional context such as page history, referrer, UTM parameters, session duration, and visit counts.
Server-side enrichment: a hashed IP address and approximate location (country, region, city) when collected for support context.

2.3 Brand mentions

If a customer enables brand mentions, we collect publicly available posts that match the brand name and website configured for the project:

Platform, URL, title, full text of the post or comment as returned by the search provider, author identifier, publication date, and whether the customer's domain appears in the result.
This data concerns third parties who are not users of Feedbask. It is stored in the customer's account and may trigger notification emails to that customer's team.

2.4 Information collected automatically

When you visit our website or use the Service, we may collect:

Log data such as IP address, browser type, pages viewed, and timestamps.
Cookie and similar storage as described in the cookie policy, including language preference, authentication session, and, if you consent, analytics and affiliate tools.

3. How we use information

We use the information to:

Provide, operate, secure, and maintain the Service.
Display data to the customer who configured the widget or project.
Process payments and manage subscriptions.
Send service emails (authentication, security, billing, product notices) and, where required, marketing emails with prior consent.
Generate optional AI reply suggestions and related embeddings by sending relevant conversation or knowledge content.
Search for and store brand mentions for customers who enable that feature.
Improve the Service and understand how it is used.
Detect abuse and comply with law.

4. Legal bases

Depending on the case, we rely on:

Performance of a contract, for account, billing, and delivery of the Service.
Legitimate interests, for security, product improvement, website logs, and brand-mention collection of public posts at a customer's request.
Consent, where required, including non-essential cookies and marketing emails.
Legal obligations, where we must retain or disclose information.
For visitor data collected on a customer's site, the customer determines the purpose. We process that data as their processor, except for brand mentions as described above.

5. Sharing

We do not sell personal information. We may share information in the following cases:

5.1 With your consent

We share information when you ask us to, for example when you enable an integration or webhook.

5.2 With our customers

If you submit content through a Feedbask widget, chat, review, vote, or similar tool on a customer's site or app, that content and related metadata are made available to that customer.

5.3 With service providers

We use service providers that process only the data needed to help us provide, secure, and improve the Service.

Personal data from the Service is stored in Europe. Data strictly required for billing may, however, be processed by our payment provider outside the European Economic Area, in accordance with the safeguards required by applicable law.

5.4 For legal reasons

We may disclose information if we believe in good faith that it is necessary to:

Comply with law, a legal process, or a government request.
Protect our rights, users, or the public.
Detect, prevent, or address fraud, security, or technical issues.

5.5 Business transfers

If Feedbask is involved in a merger, acquisition, or sale of assets, information may be transferred as part of that transaction. We will inform you of a change of owner by email and/or a notice on the site.

6. Retention

We keep information as long as needed to provide the Service and meet legal obligations. We do not currently publish a separate numbered retention schedule.

Account data: kept while the account is active. After deletion, some data may be kept where the law requires it.
Widget, chat, and similar customer data: kept according to the customer's use of the Service and our deletion tools, then removed when the account or relevant records are deleted, subject to backups and legal holds.
Brand mentions: kept for no more than 60 days from collection and then automatically deleted. They may be deleted earlier if the project or account is deleted.
Logs and security data: kept for a limited period needed for security and debugging.

7. Security

We apply technical and organisational measures to protect personal data, including access controls and encryption in transit. No method of transmission or storage is fully secure.

If you believe your interaction with us is no longer secure, contact us immediately.

8. Your rights

Subject to applicable law, you may have the right to:

Access a copy of personal data we hold about you.
Rectify inaccurate or incomplete data.
Request erasure in certain cases.
Restrict or object to processing.
Receive data in a portable format.
Withdraw consent where processing is based on consent.

To exercise these rights, email contact@feedbask.com. We will respond within the time required by law. If you are a visitor of a customer's site, you may also contact that customer, who controls the widget data.

9. Children

The Service is not directed at children under 18. We do not knowingly collect personal data from children. If you believe a child has provided data, contact contact@feedbask.com and we will take steps to delete it.

10. Cookies

Cookies and similar technologies are described in our Cookie policy.

11. International transfers

Personal data from the Service is stored in Europe. Data strictly required for billing may be processed outside the European Economic Area by our payment provider, in accordance with the safeguards required by applicable law.

12. Changes

We may update this policy. We will post the new version on this page and update the date at the top.

Continued use of the Service after changes are posted constitutes acceptance of the updated policy where permitted by law.

13. Contact

For questions about this policy or our privacy practices, contact:

Upopy SARL
205 avenue Charles de Gaulle, 92200 Neuilly-sur-Seine
contact@feedbask.com