Privacy Policy

Last updated: 2026-07-04

This policy explains how ovellan handles personal data. It covers the business customers who use the dashboard and the website visitors who chat with a customer's bot.

Controller and processor

For visitor conversations, the business customer is the data controller and ovellan is the data processor. We process that data only on the customer's instructions. A Data Processing Agreement is available at /dpa.

Data we collect

• Account data: name, email, company name, and billing identifiers from Stripe.
• Bot configuration and knowledge base: the content a business uploads for its bot.
• Visitor conversations: the messages a visitor sends and the bot's replies, plus a random visitor identifier stored in the visitor's browser.
• Remembered visitor profile (when the business enables memory): details a visitor states about themselves in the chat — such as their name, interests and preferences — so a returning visitor is recognized and does not have to repeat them. Sensitive details are not requested; visitors are asked not to share them and can erase everything remembered at any time.
• Conversational insights (when the business enables them): an automated read of the visitor to help the business's team respond — for example tone, mood, sentiment, urgency, buying stage, satisfaction, stated concern, goal or budget, and language. These are shown only to the business, never to the visitor.
• Lead score and visitor analytics: an automated lead score and behavioural signals such as pages viewed, device, browser, approximate location and session activity, shown to the business.
• Bookings, reminders, waitlist and rebooking (when the business enables booking): the visitor's name, email and chosen time, used to schedule the appointment and, if the business turns on reminders, to email a reminder beforehand with a one-tap reschedule or cancel link. If the business runs a waitlist and a slot is full, a visitor who opts in gives their name, email and desired day so the business can email them a time-limited link to claim a spot when one opens up. If the business turns on rebooking, a set time after an appointment it may email that customer a link to book their next visit (skipped if they have already booked again); you can opt out by replying to that email. If the business turns on intake, after booking you may be invited to answer a few questions it has set so it can prepare for your visit; only answer what you're comfortable sharing.
• Lead and quote-request forms (when the business enables them): the fields the business configures, which may include contact details and free-text such as the service requested, project scope or postcode. If the business enables review invitations, a visitor who leaves a positive rating may be invited to leave a review at the business's own review link.
• Technical data: standard server logs needed to run and secure the service.

Some of the above (the remembered profile, conversational insights and lead score) is produced by automated analysis of the conversation. It is used by the business to provide and improve support, not to make decisions producing legal or similarly significant effects. Please do not share sensitive personal information in the chat.

How we use data

We use data to provide the chat service: answering visitor questions from the business knowledge base, remembering returning visitors, deriving conversational insights and a lead score for the business's team, showing analytics to the business, scheduling and reminding about appointments and inviting reviews after a positive rating where the business enables them, processing subscriptions, and sending service email. Memory, insights and lead scoring run only when the business turns them on and are visible only to that business (the data controller). We do not sell personal data, we do not use visitor conversations to train our own models, and we do not use this data for advertising.

Sub-processors

We use these third parties to run the service:

Where data is hosted

All application and database data is hosted in the European Union (Germany), on Hetzner and Strato infrastructure. Some sub-processors (Anthropic, Stripe, Resend) may process limited data outside the EU under appropriate safeguards.

Data retention

Account and bot configuration data is kept while the account is active. Visitor conversations are retained for a configurable period and then deleted. When a business deletes its account, all associated data is removed.

Security

All traffic is encrypted in transit with TLS (256-bit HTTPS). Access to production systems is restricted and key-based. Payments are handled by Stripe, which is PCI DSS compliant; we never receive or store card numbers.

Your rights

Businesses can exercise GDPR rights directly from the dashboard:

• Access and portability: export all your data as JSON from the dashboard.
• Erasure: delete your account and all associated data from the dashboard.
• Rectification, restriction, objection: contact us and we will action your request.

Visitors who want their conversation data removed should contact the business they chatted with (the data controller); we will assist that business with the request. A visitor can also erase everything the bot remembers about them at any time by typing "forget me" in the chat.

Cookies and widget storage

The chat widget stores a random visitor identifier in the visitor's browser so a conversation can continue across visits and returning visitors can be recognized. The widget can be configured to disable visitor tracking until a business has collected the consent it requires. The dashboard uses a single session cookie to keep you logged in.

Contact

Questions about privacy or data requests: [email protected].