Privacy notice

1. Who we are

Chatrevia is operated by Earth Angels L.L.C-FZ, a limited liability company licensed in the Meydan Free Zone, Dubai (licence no. 2314715.01), with its registered office at Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates (“Chatrevia”, “we”, “us”). This notice explains how we handle personal information when you visit chatrevia.com, create or use a Chatrevia workspace, or chat with a business that uses the Chatrevia messenger.

Questions and requests about privacy can be sent to support@chatrevia.com.

2. Our two roles

We act as a controller for information about our own customers and website visitors: accounts, workspace membership, billing, support requests, contact-form inquiries and security logs.

When a business installs the Chatrevia messenger on its website, that business is the controller of the conversations and visitor details collected there, and we process them on its behalf as a processor. That business’s own privacy notice explains its practices, and requests about that information should go to the business first. Our Data processing agreement governs this processing.

3. Information we collect

From customers and their team members:

• Account details: name, email address, username, profile photo and a password, which we store only as a salted hash.
• Workspace details: organization name and address handle, websites, messenger settings, team roles, knowledge sources and articles, and integration settings. Integration credentials are stored encrypted.
• Billing details: plan, subscription status and billing email. Payment card details are collected and held by Stripe; we never see full card numbers.
• Security records: active sign-in sessions, including IP address and browser type, and an audit log of important workspace actions. Sign-ins, failed sign-ins, sign-outs, password, email and two-factor changes are recorded with IP address and browser type in the audit log of each workspace you belong to, where its administrators can see them.
• Agreement records: when you accept the Terms of service and Data processing agreement, we record the version, time, IP address and browser type.
• Communications: messages you send us through the contact form or by email.

From visitors who chat on a customer’s website, on that customer’s behalf:

• Conversation content: messages, files you attach (images, PDF, text and CSV files up to 4 MB) and transcripts of voice messages. We do not keep the audio recording after it is transcribed.
• Details you choose to share, such as your name, email address, company and answers to the business’s questions.
• Only if you choose “Allow” in the messenger’s privacy prompt: the pages you view on that website, campaign (UTM) parameters, the referring website’s address, a random visitor identifier, a device signature (a one-way, keyed hash of basic browser settings and your network, which lets the business’s team confirm when two visits come from the same person) and a session replay in which all text and form inputs are masked.

Before chatting, a bounded page history and submitted email fields may be buffered in this tab’s session storage for up to 24 hours without being sent to Chatrevia. After tracking consent, the buffer may use local storage. Synchronization begins after the first chat message. Submitted form emails and addresses supplied by the website’s identify API are displayed as unverified; passwords and arbitrary form values are not collected. Withdrawing consent removes this context from the conversation and browser storage. You can change your choice at any time under “Privacy choices” in the messenger menu. Switching tracking off deletes the pages viewed, session replay, visitor identifier and device signature collected in that conversation; your messages and any details you shared stay. Browsers that send a Global Privacy Control signal are treated as declining. We record each choice (the choice, the version of the prompt, the time and whether a GPC signal was sent, but not your IP address) and ask again after 12 months or when the prompt changes.

Automatically, for everyone: we use IP addresses to limit request rates and prevent abuse, and check browser type to filter out automated traffic. To count engaged visitors for the business’s reports, a visitor who declines tracking is counted once per day with a one-way code that changes every day and is never stored with their conversation. So scripted chats can’t run up the business’s bill, we also keep a one-way daily code of the network address to cap how many conversations from one address count toward its plan; it is never stored with a conversation and expires after a day. After the first chat message and with tracking consent, the conversation can also include the IP address, approximate country, state/region and city derived from that IP by our hosting provider, browser, operating system, device type, language, time zone, screen size, last seen time, and up to 50 locally buffered page visits. We do not use precise location.

When a customer adds a website, our crawler reads the site’s public pages to build the knowledge the AI answers from. See Crawler information.

4. How we use information

• To provide the service: show conversations to the right team, generate AI answers from a workspace’s published knowledge, deliver emails and notifications, and connect the integrations a workspace turns on.
• To bill for paid plans and manage subscriptions.
• To keep the service secure: authenticate users, prevent abuse and fraud, and investigate incidents.
• To support customers and respond to inquiries.
• To understand and improve the product using aggregated usage information.
• To measure visits to chatrevia.com with Google Analytics, and how the website and the team app are used with PostHog, as described under “Cookies”.
• To comply with legal obligations and enforce our Terms of service.

We do not sell personal information, we do not use it for targeted advertising, and we do not place advertising cookies. We do not train our own AI models on customer or visitor content.

5. Legal bases

Where laws such as the UAE Personal Data Protection Law or the GDPR require a legal basis, we rely on: performing our contract with customers; our legitimate interests in running, securing and improving a business service; consent, for visitor tracking and session replay in the messenger, which can be refused without losing access to the chat; and compliance with legal obligations.

6. AI processing

To answer visitors, the messenger sends the visitor’s message, the recent conversation and relevant passages of the workspace’s published knowledge to AI models through OpenRouter. The same route is used to index knowledge, transcribe voice messages and read answers aloud.

Model providers process this information to return a response. Some of the models we currently use are offered on terms that allow the provider to log prompts and responses and use them to improve its services. Businesses should not publish knowledge they consider confidential, and visitors should not share sensitive information such as payment card numbers, passwords or health details in a chat. The current providers are listed on Service providers & subprocessors.

Where a business offers calls in its messenger, a visitor can call its AI agent or one of its team. During a call, the visitor’s voice and, only while the visitor turns on their camera or shares their screen, that video travel through LiveKit to the person or to the AI agent. The AI agent uses Google’s Gemini models, which receive the call audio, any shared video, and relevant passages of the business’s published knowledge. Calls are not recorded. What the visitor and the AI agent say is saved as part of the conversation; calls with a team member are not transcribed. The messenger says when a visitor is talking to AI, and the browser asks before turning on the microphone or camera.

AI answers can be incomplete or wrong. Each business decides what knowledge its assistant uses and can hand any conversation to a person.

7. How we share information

• With service providers that host and operate Chatrevia, under contracts that limit their use of the data. They are listed on Service providers & subprocessors.
• With Google, which measures visits to chatrevia.com for us through Google Analytics. Google Analytics is not used in the messenger, on help centers or on customers’ websites.
• With PostHog, which records for us how chatrevia.com and the team app are used: pages viewed and buttons clicked and, for signed-in users, their account and workspace identifiers, never names, email addresses or conversation content. PostHog is not used in the messenger, on help centers or on customers’ websites.
• With the tools a workspace connects, such as a CRM, calendar or messaging channel, as that workspace configures them.
• With the business you are chatting with and its team members.
• When required by law, or to protect the rights, safety and security of our users, the public or Chatrevia.
• With a successor organization if Chatrevia is involved in a merger, acquisition or sale of assets, subject to this notice.

Our staff access a customer workspace only to provide support or protect the service. Each support session requires a stated reason, expires after 60 minutes and is recorded in the workspace’s own audit log.

8. International transfers

Chatrevia is hosted in Germany: application servers and the database run with Hetzner Online in Falkenstein, behind Cloudflare’s global network, and attachments are stored in Cloudflare R2 within the European Union. Some providers, including AI model providers, may process information in other countries.

When personal information is transferred out of the UAE, the European Economic Area, the United Kingdom or Switzerland, we rely on safeguards recognized by the applicable law, such as the European Commission’s Standard Contractual Clauses and equivalent contractual protections.

9. How long we keep information

We keep account and workspace information while the account is active. Conversations and visitor information stay in a workspace until the workspace’s team deletes them, deletes the workspace, or turns on automatic deletion of conversations after 30 to 730 days without activity.

Some information is deleted automatically on a fixed schedule:

Deleting a conversation, a person or a workspace removes the records and their stored files from our production systems. Encrypted database backups kept by our hosting provider for disaster recovery expire on their own schedule, normally within 30 days.

We keep billing records for as long as tax and accounting law requires, and support correspondence for as long as needed to respond and keep a record of our dealings.

10. Security

We encrypt information in transit with TLS, store passwords as salted hashes, encrypt integration credentials and push-notification subscriptions with AES-256-GCM, keep attachments in private storage, sign messenger sessions with short-lived tokens, limit access by workspace role, rate-limit requests and keep audit logs that cannot be edited. Team members can turn on two-factor authentication, and workspaces can require it.

New passwords are checked against known data breaches using the Have I Been Pwned service. Only the first five characters of a one-way hash of the password are sent, never the password itself.

No system is perfectly secure; if a breach affects your personal information, we will notify you and the relevant authorities as the law requires.

11. Your rights

Depending on where you live, you may have the right to access, correct, delete or export your personal information, to restrict or object to its processing, to withdraw consent and to complain to a data protection authority, such as the UAE Data Office or your local authority in the EU or UK.

You can object at any time to processing based on our legitimate interests, and withdraw consent without affecting processing that happened before.

Customers can export all workspace data as a JSON file, and delete conversations, their account or the whole workspace from settings. Workspace administrators can export or erase everything held about one visitor from their profile, to answer that visitor’s requests. For anything else, email support@chatrevia.com. We may need to verify your identity, and we respond within 30 days.

If you chatted with a business that uses Chatrevia, contact that business first. If you contact us, we will pass your request on and help the business respond.

We do not make decisions that have legal or similarly significant effects on you based solely on automated processing.

12. US state privacy rights

Residents of California and other US states with privacy laws have the right to know what personal information we collect and how we use it, and to access, correct and delete it. You can use an authorized agent; we will ask the agent for your signed permission and may verify your identity with you directly. We will not discriminate against you for exercising these rights.

We do not sell personal information or share it for cross-context behavioral advertising, and we do not use or disclose sensitive personal information for purposes that would give you a right to limit it. Browsers that send a Global Privacy Control signal are treated as declining visitor tracking in the messenger.

In the past 12 months we collected these categories, for the purposes described in this notice, and disclosed them only to our service providers and the integrations a workspace connects:

We keep each category for the periods described under “How long we keep information”.

13. Cookies

We use a small number of cookies and browser storage entries to keep you signed in, remember preferences and run the messenger, and Google Analytics and PostHog to understand how people use chatrevia.com and the team app. In the European Economic Area, the United Kingdom and Switzerland, neither sets analytics cookies, and browsers that send a Global Privacy Control signal are treated the same way. There are no advertising cookies, and Google signals and ad personalization are turned off. See Cookies and browser storage for the full list.

14. Children

Chatrevia is a service for businesses and is not directed to children under 16. We do not knowingly collect their personal information. Businesses that serve children are responsible for using the messenger in line with the laws that protect them.

15. Changes to this notice

We will post any update here with a new “Last updated” date. If a change materially affects how we use personal information, we will tell workspace owners by email or in the product at least 14 days before it takes effect.