Privacy Policy

1. Introduction

This Privacy Policy explains how Rizone (“we”, “us”) collects, uses, stores, and shares personal data when you use Rizone Desk — our multi-channel customer support product and related websites, APIs, and chat widget (the “Service”).

Rizone Desk is designed for businesses (our “Customers”) who use the Service to communicate with their own end users (“End Customers”). Depending on the context, we may act as a data controller (for account and billing data) or as a data processor (for conversation content processed on behalf of a Customer).

2. Who this policy covers

• Account users — Owners, Admins, and Agents who sign in to Rizone Desk
• Website visitors — people browsing our marketing or product pages
• End Customers — people who message a Customer via widget, WhatsApp, Messenger, Instagram, SMS, or email

3. Data we collect

3.1 Account and workspace data

• Name, email address, password (stored hashed), company / workspace name
• Role (Owner, Admin, Agent), invite status, working hours, capacity settings
• Billing and subscription metadata via Stripe (we do not store full card numbers)
• Audit log events (for example invites, inbox changes, assignment changes)

3.2 Conversation and channel data

• Messages, attachments, timestamps, conversation status, labels, notes
• Contact profiles (name, email, phone, channel identifiers such as WhatsApp IDs or Messenger PSIDs)
• Custom attributes you define on contacts
• Channel configuration needed to operate integrations (tokens, page IDs, phone number IDs, SMTP settings)
• Widget session identifiers stored in the visitor’s browser (local storage)

3.3 Technical and usage data

• IP address, browser type, device information, approximate location derived from IP
• Log data, diagnostic events, and security-related telemetry
• Cookies or similar technologies needed for authentication, preferences (for example theme), and security

4. How we use data

• Provide, operate, secure, and improve Rizone Desk
• Authenticate users and enforce roles and permissions
• Deliver realtime messaging and channel sync
• Process subscriptions and invoices
• Send product, security, and service emails (for example teammate invites)
• Detect fraud, abuse, and technical issues
• Comply with legal obligations

We do not sell personal data. We do not use End Customer conversation content to train public AI models unless a Customer separately enables a feature that clearly says so.

5. Legal bases (where GDPR/UK GDPR applies)

• Contract — to provide the Service you requested
• Legitimate interests — security, product improvement, support
• Consent — where required (for example certain cookies or marketing)
• Legal obligation — tax, accounting, lawful requests

When we process End Customer data on behalf of a Customer, the Customer is typically the controller and must ensure they have a lawful basis to collect and message those individuals.

6. Sharing and processors

We share data only as needed to run Rizone Desk, including with:

• Infrastructure and database hosts (for example cloud Postgres providers)
• Payment processing (Stripe)
• Email delivery providers used for system mail
• Channel platforms you connect (Meta, Twilio, Google, Microsoft, SMTP/IMAP-style providers)
• Integration endpoints you configure (webhooks, Slack, Zapier, etc.)
• Professional advisers or authorities when legally required

Third-party channel providers process data under their own policies when messages transit their networks.

7. International transfers

Your data may be processed in the United Kingdom, European Economic Area, or other countries where we or our processors operate (including hosting regions you choose, such as Neon/Render regions). Where required, we use appropriate safeguards for cross-border transfers.

8. Retention

• Account data is kept while your workspace is active and for a reasonable period afterward for backups, disputes, and legal compliance.
• Conversation data is retained until the Customer deletes it or closes the account, subject to backup cycles.
• Billing records may be kept longer as required by tax and accounting rules.
• Logs are retained for security and operations for a limited period.

9. Security

We use industry-standard measures such as encrypted transport (HTTPS), hashed passwords, access controls, and environment-separated secrets. No method of transmission or storage is 100% secure; Customers should protect API tokens, page access tokens, and teammate credentials.

10. Your rights

Depending on your location, you may have rights to:

• Access, correct, or delete personal data
• Restrict or object to certain processing
• Data portability
• Withdraw consent where processing is consent-based
• Lodge a complaint with a supervisory authority (for example the UK ICO)

For step-by-step deletion instructions (including Meta / Facebook app removal), see User Data Deletion.

Account users can update profile details in the product where available. End Customers should contact the business they messaged (our Customer) first; we will assist Customers with verified requests.

11. Children

Rizone Desk is not directed to children under 16. We do not knowingly collect personal data from children. If you believe a child has provided data, contact us and we will take appropriate steps.

12. Cookies

We use essential cookies / local storage for login sessions, security, and UI preferences (such as theme). Analytics cookies, if introduced later, will be disclosed and, where required, subject to consent.

13. Embeddable widget

When a Customer embeds the Rizone Desk widget on their website, the widget may store a session key in the visitor’s browser, transmit messages to our servers, and display agent replies. The Customer controls the pre-chat fields, branding, and when chat is offered.

14. Changes

We may update this Privacy Policy periodically. The “Last updated” date at the top will change when we do. Material updates may also be communicated in-product or by email to account owners.

15. Contact

Privacy requests: support@rizone.uk

Related: Terms of Service

Product: Rizone Desk · Operator: Rizone