Privacy Policy

Effective date: 5/23/2012, Last updated: 12/13/2019

Please review our Privacy Policy which, along with the Terms and Conditions, constitutes the Agreement between you and LiveChat, Inc. The Privacy Policy describes how we collect and handle any information gathered from users of the Services. By accessing or using the Service, including browsing the site, you expressly consent to the collection, use, storage, processing, and disclosure of your information in accordance with our Privacy Policy. For purposes of this Policy, unless otherwise defined herein, capitalized terms used in this Policy shall have the same meaning as defined in the Terms and Conditions.

1. Introduction

LiveChat, Inc. Privacy Policy contains information about collecting Customers, Visitors and other data subjects (like Agents or End-users) Personal Data and other information, products and Services offered or performed by LiveChat, Inc. and the manner of its processing. We respect the right to privacy of our software users and take reasonable steps for the Visitors and Customers to be familiar with the manner in which rendered accessible information via the following websites www.livechatinc.com, www.helpdesk.com, www.chatbot.com and www.knowledgebase.ai and applications are processed. Due to the implementation of comprehensive security regulations, Personal Data provided by our Services, websites and application is of highest security standards. The acceptance of the Terms and Conditions for the use of any LiveChat, Inc. Services or deciding on using or purchasing any Service offered by LiveChat, Inc. means accepting LiveChat, Inc. Privacy Policy.

LiveChat, Inc. participates in and complies with the EU-U.S. Privacy Shield Framework and the Swiss-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information transferred from the European Union and Switzerland to the United States. LiveChat, Inc. has certified to the Department of Commerce that it adheres to the Privacy Shield Principles, and in particular to the Privacy Shield Principles of:

  1. Notice,
  2. Choice,
  3. Accountability for Onward Transfer,
  4. Security,
  5. Data Integrity and Purpose Limitation,
  6. Access,
  7. Recourse, Enforcement and Liability.

Therefore, we are committed to subjecting all Personal Data received from European Union (EU) member countries and Switzerland, in reliance on the Privacy Shield Framework, to the Framework’s applicable Principles, as mentioned above. If there is any conflict between the policies in this Privacy Policy and the Privacy Shield Principles, the Privacy Shield Principles shall govern. To learn more about the Privacy Shield program, and to view our certification page, please visit www.privacyshield.gov.

2. Scope

This Privacy Policy is effective to all information collected by LiveChat, Inc. from which an individual can be identified (Personal Information/Personal Data). This Privacy Policy also applies to all Personal Data received by LiveChat, Inc. in the United States from EEA (European Economic Area) and Switzerland.

3. Notice

LiveChat, Inc. is responsible for the processing of Personal Data it receives under the Privacy Shield Framework and subsequently transfers to a Third Party Service Provider acting as an agent on its behalf. We comply with the Privacy Shield Principles for all onward transfers of Personal Data from the EU and Switzerland, including the onward transfer liability provisions. With respect to Personal Data received or transferred pursuant to the Privacy Shield Framework, we are subject to the regulatory enforcement powers of the U.S. Federal Trade Commission. In certain situations, we may be required to disclose Personal Data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements. Please be aware we may disclose Personal Data to respond to subpoenas, court orders or legal process, or to establish or exercise our legal rights or defend against legal claims. We may also disclose Personal Information if it is necessary in order to prevent, investigate or take action regarding illegal activities, or as otherwise required by law. To learn more about the Privacy Shield Framework, visit the U.S. Department of Commerce’s Privacy Shield website: www.privacyshield.gov/welcome. A list of Privacy Shield participants is maintained by the Department of Commerce and is available at: www.privacyshield.gov/list. To view our certification page, please visit the aforementioned website. Under certain conditions, more fully described on the Privacy Shield website, www.privacyshield.gov you may invoke binding arbitration when other dispute resolution (referred to below) procedures have been exhausted.

4. Questions and concerns

If you have any questions or concerns, or if you wish to access, update, amend, correct or delete, any of your Personal Information we store and process, please contact us at support@livechatinc.com (or via support e-mail of the Service you use) or by postal mail at: LiveChat, Inc. Attn: Privacy Officer One International Place Suite 1400 Boston, MA 02110-2619.

5. What information we collect

6. Data disclosure

7. Choice

We will always give you an opportunity to choose opt-out before your Personal Data is (1) disclosed to a Sub-processor (other than LiveChat, Inc.’s representatives doing work at our direction, or a third party affiliated or associated with LiveChat, Inc. and connected with providing services and its current business activity), or (2) to be used for a purpose that is materially different than that for which it was originally collected or subsequently authorized by you. The only exception to this choice for Personal Data would be where we are required to disclose your Personal Data pursuant to governmental or judicial order, law or regulation to meet national security or law enforcement requirements. We will enable our Customers to provide individuals with reasonable mechanisms to exercise their choices. To limit the use and disclosure of your Personal Information, please submit a written request by e-mailing us at support@livechatinc.com (or via support e-mail of the Service you use).

8. Accountability for Onward Transfer

We will not transfer your Personal Data originating in the EU and Switzerland to Third Party Service Provider unless we ensure such Third Party Service Provider is obliged to provide at least the same level of privacy protection to your Personal Data as required by the Principles of the EU-U.S. Privacy Shield Framework or the Swiss-U.S. Privacy Shield Framework and Regulation (EU) 2016⁄679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation). We will only transfer data to our Third Party Service Providers (such as consultants, accountants, attorneys, and Sub-processors) who need the information in order to provide services to or perform activities on behalf of LiveChat, Inc., and only for a purpose consistent with this Privacy Policy. LiveChat, Inc.’s accountability for Personal Data that it receives under the Privacy Shield and subsequently transfers is described in the Privacy Shield Principles.

9. Sub-processors (service providers)

If we need to use a Sub-processor in order to provide and support the features of our Services, we may share your Personal Information for that purpose. Advertising partners. We may partner with some third parties to display advertising on our websites or to manage and serve our advertising on other sites and may share Personal Information with them for this purpose. All third parties with which we share this information are required to use your Personal Information in a manner that is consistent with this Policy. We and our Sub-processors may use cookies and other tracking technologies, such as pixels and web beacons, to gather information about your activities on our websites and other sites in order to provide you with targeted advertising based on your browsing activities and interests. We will provide an individual opt-out or opt-in choice before we share data with third parties other than our Third Party Service Providers we use while providing our Services, or before we use it for a purpose other than which it was originally collected or subsequently authorized. To limit the use and disclosure of your Personal Information, please submit a written request by e-mailing us at support@livechatinc.com (or via support e-mail of the Service you use).

10. Security

We guarantee that we take reasonable and appropriate technical and operational measures to protect your Personal Information we collect and hold from loss, misuse and unauthorized access, disclosure, alteration, and destruction. While protecting your personal data we take into due account the risk involved in the processing and the nature of the Personal Data.

11. Data Integrity and Purpose Limitation

LiveChat, Inc. will only collect and retain Personal Information which is relevant to the purposes for which the Information is collected, and will not use it in a way that is incompatible with such purposes unless such use has been subsequently authorized by the Customer. LiveChat, Inc. will take reasonable steps to ensure that Personal Information is reliable for its intended use, accurate, complete, and current. We may occasionally contact you to determine that your Personal Data is still accurate and current.

12. Access

Each data subject has the right to access, correct, amend, block or delete its Personal Data. The Company shall comply with any commercially reasonable request by Customer to correct, amend, block or delete Customer’s Personal Data, as required by Data Protection Laws, to the extent the Company is legally permitted to do so. If you wish to access, amend, or confirm that LiveChat, Inc. has Personal Data relating to you, or if you wish to correct or delete your Personal Information if it is inaccurate, please notify us at support@livechatinc.com (or via support e-mail of the Service you use). If your Personal Data changes, or if you no longer desire our Services, you may correct, update, delete inaccuracies or request deactivation of your account by making the change within the ‘my profile’ section of the site or by e-mailing us at support@livechatinc.com (or via support e-mail of the Service you use). We will respond to your access request within 14 days. To request removal of your personal data from our testimonials or customer support forum, please contact us at support@livechatinc.com (or via support e-mail of the Service you use). In some cases, we may not be able to remove your Personal Information, in which case we will let you know if we are unable to do so and why.

13. Recourse, Enforcement and Liability

Since we are committed to protecting your privacy as set forth in this Policy, Since we are committed to protecting your privacy as set forth in this Policy, if you think we are not in compliance with our Policy, or if you have any questions or if you wish to take any other action concerning this Policy or your Personal Information, we encourage you to contact us. We will investigate your complaint, take appropriate action and report back to you within 14 days. LiveChat, Inc. has further committed to refer unresolved privacy complaints under the Privacy Shield Principles to BBB EU PRIVACY SHIELD, a non-profit alternative dispute resolution provider located in the United States and operated by the Council of Better Business Bureaus. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed, please visit www.bbb.org/EU-privacy-shield/for-eu-consumers/ for more information and to file a complaint. These recourse mechanisms are available at no cost to you. Under certain conditions, more fully described on the Privacy Shield website, www.privacyshield.gov if you are not satisfied with the above recourse mechanism, you may be able to invoke binding arbitration before a newly constituted Privacy Shield Panel.

14. Surveys

From time-to-time we may provide you the opportunity to participate in a survey within our applications or via e-mail. If you participate, we may require your name and e-mail address. Participation in these surveys is completely voluntary and you, therefore, have a choice whether or not to disclose this information.

15. Add-ons

We allow you the option to integrate your live chat with third party add-ons. Please be aware that LiveChat, Inc. is not responsible for any information that may be collected through these third party add-ons.

16. Data protection

LiveChat, Inc. applies technical safety measures of the highest standards to protect the provided Personal Data against loss, destruction, misuse, unauthorized access or disclosure. The used measures and technology ensure complete safety of the Personal Data provided by the Customer. The Personal Data is available solely to the Customer or to a person indicated by him provided authorized access has been granted to that person. You control who you allow access to the LiveChat app by either selecting everyone or limited IP addresses. The security of your Personal Data is important to us. We follow generally accepted industry standards to protect the personal data submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security. LiveChat, Inc. takes all necessary steps to update and modernize data protection system. No data transmission via the Internet, however, can guarantee 100% safety. When you enter information, such as credit card number, on our website or within our applications, we encrypt the transmission of that information using secure socket layer technology (SSL).

17. Privacy Policy modification

We may update this privacy statement to reflect changes to our information practices. If we make any significant material changes we will notify you by e-mail (sent to the e-mail address specified in your ‘owner’s account’) or by means of a notice on the website prior to the change becoming effective. We encourage you to periodically review this website for the latest information on our privacy practices.

18. Data gathering entity

Conducting its activity, under the business name of LiveChat, Inc. with its office: One International Place, Suite 1400, Boston, MA 02110, United States of America, shall be the entity gathering Personal Data and other information.

19. Commercial transactions

LiveChat, Inc. reserves the right to use its Privacy Policy, Customer’s account and provided data and information for the benefit of an entity that has become either a dependent entity, an associated entity, or has come into being as a result of merger or transformation of LiveChat, Inc.

20. Testimonials

We post Customer testimonials on our websites which may contain Personal Data. We use the ‘Twitter social plugin’ to display our Customers’ comments on our websites. In any other scenario we do obtain the Customer’s consent via e-mail prior to posting the testimonial to post their names along with their testimonials.

21. Community forum

Our websites may offer publicly accessible forums. You should be aware that any information you provide in these areas may be read, collected, and used by others who access them.

LiveChat, Inc.’s websites may contain links to other sites that are not owned or controlled by us. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage you to be aware when you leave our site and to read the privacy policies of each and every website that collects personal data. This Privacy Policy applies only to information collected by LiveChat, Inc.

23. Terms and Conditions

Using offered Services rendered by LiveChat, Inc., the Visitor and the Customer are obliged to comply with the rules contained in the Terms and Conditions available on our websites.