Privacy Policy

Overview

Handeza is an AI-native customer support platform for SaaS teams. Our services may include shared inboxes, live chat, offline messaging, AI-assisted replies, help center or documentation tools, reporting, customer context, automation, and related support workflows.

This Privacy Policy applies to:

• visitors to handeza.com;
• users who create or access a Handeza account;
• teams and organizations using Handeza;
• end users, customers, or website visitors who interact with a Handeza-powered chat widget, contact form, inbox, or support workflow.

If you use Handeza on behalf of an organization, that organization may control the information submitted to Handeza. In that case, Handeza generally acts as a service provider or processor for customer conversation data, and the organization using Handeza is responsible for telling its own customers how their data is handled.

1. Who we are

Handeza provides customer support software for businesses. The service helps teams communicate with customers through live chat, email-style conversations, offline messages, shared inboxes, AI-assisted support features, and related customer communication tools.

For privacy questions, contact us at:

[email protected]

2. Information we collect

We collect information in several ways depending on how you use Handeza.

2.1 Account and workspace information

When you create or use a Handeza account, we may collect:

• name;
• email address;
• password or authentication credentials;
• company or workspace name;
• role, permissions, and team membership;
• profile photo or avatar if provided;
• billing and subscription status;
• settings, preferences, and product configuration.

2.2 Customer support and conversation data

When a business uses Handeza to communicate with its customers, the service may process:

• messages sent through live chat, email, offline forms, or support inboxes;
• customer names, email addresses, and contact details;
• message history and conversation status;
• internal notes added by support agents;
• tags, assignments, ratings, and support metadata;
• files or attachments uploaded into conversations;
• customer context provided by the business using Handeza.

2.3 Visitor and widget information

When an end user interacts with a Handeza-powered widget, we may process technical and contextual information such as:

• current page URL;
• referrer URL;
• browser type;
• device type;
• approximate location based on IP address;
• IP address;
• language;
• operating system;
• session identifiers;
• widget events such as opening the widget, sending a message, or submitting an offline form.

This information helps route conversations, prevent abuse, provide customer context, and improve support quality.

2.4 Usage, log, and device information

When you use Handeza, we may collect technical data such as:

• IP address;
• browser and device information;
• operating system;
• pages visited;
• features used;
• timestamps;
• error logs;
• authentication logs;
• security events;
• performance and diagnostic data.

2.5 Billing information

If Handeza offers paid subscriptions, billing may be handled by third-party payment processors. We may receive limited billing information such as:

• subscription plan;
• billing status;
• invoice status;
• payment method type;
• billing email;
• billing address where required;
• transaction identifiers.

We do not intentionally store full credit card numbers on our own servers.

2.6 Communications with us

If you contact Handeza for support, sales, security, billing, or feedback, we may collect:

• your name and contact details;
• the content of your message;
• attachments you provide;
• communication history;
• information needed to respond to your request.

2.7 Cookies and similar technologies

We use cookies and similar technologies for authentication, security, preferences, analytics, and product improvement. More details are available in our Cookie Policy.

3. How we use information

We use personal information to:

• provide, operate, and maintain Handeza;
• create and manage user accounts and workspaces;
• deliver live chat, offline messaging, shared inbox, and support workflows;
• authenticate users and protect accounts;
• route conversations to the correct inbox or team;
• display customer and visitor context to support agents;
• process subscriptions, billing, and account administration;
• send service-related notifications;
• provide customer support;
• improve product reliability, performance, and usability;
• analyze usage trends and product adoption;
• prevent fraud, abuse, spam, and security incidents;
• enforce our Terms of Service;
• comply with legal obligations;
• develop and improve AI-assisted support features.

4. AI-assisted features

Handeza may include AI-assisted features such as suggested replies, conversation summaries, automatic classification, draft responses, knowledge suggestions, and support automation.

When AI features are used, relevant conversation content, customer context, help content, or workspace configuration may be processed to generate helpful outputs.

Unless separately agreed or clearly enabled by the customer, Handeza does not use customer conversation content to train public AI models.

AI-generated outputs may be inaccurate or incomplete. Users are responsible for reviewing AI-assisted replies, summaries, and suggestions before relying on them or sending them to customers.

5. Legal bases for processing

Where applicable data protection laws require a legal basis, we process personal information under one or more of the following bases:

• Contract: to provide Handeza and perform our agreement with you or your organization.
• Legitimate interests: to operate, secure, improve, and market our services, provided those interests are not overridden by your rights.
• Consent: where we ask for consent, such as for certain cookies, marketing communications, or optional features.
• Legal obligation: where processing is necessary to comply with applicable law, tax, accounting, or regulatory obligations.

6. How we share information

We do not sell personal information.

6.1 Service providers

We may use trusted third-party providers to help operate Handeza, such as hosting providers, database providers, analytics providers, payment processors, email delivery providers, logging and monitoring tools, customer support tools, and AI infrastructure providers.

These providers are only allowed to process information as needed to provide services to Handeza.

6.2 The organization using Handeza

If you interact with a business through a Handeza-powered widget, inbox, form, or support channel, your messages and related information are available to that business and its authorized team members.

6.3 Legal and safety reasons

We may disclose information if necessary to:

• comply with law, legal process, or government requests;
• protect the rights, safety, and property of Handeza, our users, or others;
• investigate fraud, abuse, security incidents, or violations of our Terms of Service;
• enforce our agreements.

6.4 Business transfers

If Handeza is involved in a merger, acquisition, financing, reorganization, sale of assets, or similar transaction, information may be transferred as part of that transaction, subject to appropriate safeguards.

7. International data transfers

Handeza may process and store information in countries other than your own. These countries may have data protection laws that differ from the laws in your jurisdiction.

Where required, we use appropriate safeguards for international transfers, such as contractual protections or other legally recognized transfer mechanisms.

8. Data retention

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required by law.

Retention periods may depend on:

• the type of information;
• the workspace settings;
• the subscription status;
• legal, tax, accounting, or security requirements;
• whether the information is part of customer conversation records;
• whether deletion has been requested by an authorized user.

Account data is generally retained while the account is active. Conversation data is retained according to the customer's workspace settings, contractual requirements, or product retention rules. Logs and security records may be retained for a limited period for fraud prevention, security, debugging, and audit purposes.

9. Security

We use reasonable technical and organizational measures to protect personal information from unauthorized access, loss, misuse, alteration, or disclosure.

These measures may include access controls, encryption in transit, authentication protections, monitoring, backups, least-privilege access, and operational security procedures.

No online service can be guaranteed to be completely secure. Users are responsible for maintaining the confidentiality of their login credentials and for configuring their workspaces securely.

10. Your rights and choices

Depending on your location, you may have rights to:

• access personal information;
• correct inaccurate information;
• delete information;
• object to or restrict certain processing;
• withdraw consent where processing is based on consent;
• request portability of certain information;
• opt out of marketing communications;
• lodge a complaint with a data protection authority.

To exercise privacy rights, contact [email protected].

If your information was submitted to a business that uses Handeza, we may direct your request to that business because it controls the relevant customer conversation data.

11. Marketing communications

You may opt out of marketing emails by using the unsubscribe link in the email or by contacting us. Even if you opt out of marketing communications, we may still send service-related messages such as account, billing, security, and transactional notices.

12. Children

Handeza is not intended for children under 16. We do not knowingly collect personal information from children. If you believe a child has provided personal information to Handeza, contact us so we can take appropriate action.

13. Customer responsibilities

Businesses using Handeza are responsible for:

• providing their own privacy notices to their customers;
• ensuring they have a lawful basis to collect and process customer data;
• configuring Handeza according to their legal obligations;
• responding to end-user privacy requests where they control the data;
• avoiding the submission of sensitive or regulated information unless they have appropriate rights and safeguards.

14. Sensitive information

Handeza is designed for general customer support workflows. Unless we have a specific written agreement with you, you should not use Handeza to collect or process highly sensitive or regulated information such as health records, government identifiers, payment card numbers, financial account passwords, or information requiring special regulatory handling.

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we will take reasonable steps to notify users, such as by posting a notice in the application or updating the date at the top of this page.

Your continued use of Handeza after an updated Privacy Policy becomes effective means you accept the updated policy.

16. Contact us

For privacy questions or requests, contact:

[email protected]