This policy explains what Chatmate collects, why, and how it’s protected whether you’re a visitor to our site, a business that hires us for support, or a customer messaging one of our client brands.
Who this policy applies to
Chatmate (“we,” “us,” “our”) provides outsourced customer support live chat, email support, virtual assistant work, and Airbnb guest communication on behalf of the businesses that hire us (“clients”). Because of that, this policy covers three different people, and we’ve tried to be clear about which section applies to which:
- Visitors to chatmate’s own website, who browse or request a demo.
- Clients who sign up for our support services and share business or account access with us.
- End-customers — your customers or guests — who message a brand we support, without ever interacting with “Chatmate” directly.
What we collect
The data we collect depends on which of the three groups above you fall into.
From website visitors
- Contact details you submit through a form (name, email, company, message).
- Basic usage data — pages viewed, device/browser type, approximate location from IP address.
From clients
- Business details needed to set up support (brand name, policies, tone guidelines, refund/escalation rules).
- Login or limited access credentials to the tools we’re asked to operate in (help desk, live chat widget, Airbnb host account, inbox).
- Billing information, processed through our payment provider.
From end-customers (your guests/customers)
- Whatever is shared in the course of a support conversation — name, contact details, booking or order references, and the content of the message itself.
- For Airbnb guest communication: check-in/check-out details, booking dates, and questions relevant to the stay.
How we use it
- To deliver support — answering messages, processing refund or booking requests, and resolving complaints on a client’s behalf.
- To train our team on a specific brand’s voice, policies, and common questions, so replies sound consistent.
- To improve response quality — reviewing past conversations to measure response time, satisfaction, and accuracy.
- To run our business — billing clients, maintaining accounts, and responding to inquiries submitted through our website.
- To meet legal obligations, where required.
We do not use end-customer conversation data to advertise to them, and we do not sell personal data to third parties.
Sharing & disclosure
We share data only in these situations:
- With the relevant client: a brand we support can see the conversations and data tied to their own customers, since we operate inside their existing tools and on their behalf.
- With service providers who help us operate: for example, help-desk software, payment processors, or cloud hosting bound by confidentiality and data-protection terms.
- For legal reasons: if required by law, court order, or to protect the rights, safety, or property of Chatmate, our clients, or others.
- With your consent: in any other case, only if you’ve agreed to it.
How long we keep data
We keep conversation and account data for as long as a client’s account is active, plus a limited period afterward to handle disputes, refunds, or legal requirements. Website visitor inquiries are kept only as long as needed to respond and follow up. When a client’s contract ends, we delete or anonymize the data we hold for them within a reasonable period, unless we’re required to retain it for compliance reasons.
Security
We restrict access to client and customer data to the team members actually working on that account, use encrypted connections for data in transit, and apply standard access controls across the tools we use. No system is perfectly secure, but we treat the businesses and people behind every conversation as if their trust were the actual product we’re selling because it is.
Cookies & similar technology
Our website uses a small number of cookies to keep the site working properly and to understand, in aggregate, how visitors use it. We don’t use cookies to build advertising profiles. You can disable cookies in your browser settings; some site features may not work as well if you do.
Your rights
Depending on where you’re located, you may have the right to:
If you’re an end-customer of one of our clients, the fastest route is usually to contact that business directly, since they control the underlying account. You’re welcome to contact us as well see Section 11.
Children’s privacy
Our services are intended for businesses and their adult customers. We don’t knowingly collect personal data from children. If you believe a child’s data has reached us, contact us and we’ll remove it.
Changes to this policy
Questions about this policy, or want to exercise one of the rights above? Reach out and we’ll respond as quickly as we’d want a customer to hear back from us.
Email: ( ) we typically reply within 24 hours.