Privacy Policy

Who we are

At Opsprout, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your data when you visit our website (www.opsprout.com) or use our white-label AI chatbot solutions for service-based industries, such as plumbing and heating. By using our services, you agree to the terms of this policy.

1. Information We Collect

We collect the following types of information to provide and improve our services:

Personal Information: When you sign up for our services, contact us, or request a demo, we may collect your name, email address, phone number, company name, and job title.
Usage Data: We collect data on how you interact with our website and chatbot, such as IP address, browser type, pages visited, and time spent on our site.
Client Data: For trade businesses using our chatbot, we process customer inquiries (e.g., names, contact details, and service requests) on your behalf to enable automation and integration with tools like SimPro.
Analytics Data: We may collect aggregated data on chatbot performance (e.g., inquiry trends) to provide optional analytics upsells.

2. How We Use Your Information

We use the collected data for the following purposes:

To Provide Services: To deliver our AI chatbot solution, including automating inquiries, scheduling, and generating reports for trade businesses.
To Improve Our Services: To analyze usage data and enhance our website, chatbot functionality, and user experience.
To Communicate: To respond to inquiries, send updates about our services, or provide demo information.
To Support Analytics: To offer optional analytics features (e.g., inquiry trends) for clients who opt in.
To Ensure Security: To monitor and protect against fraudulent or unauthorized activity.

3. Legal Basis for Processing (UK GDPR)

For users in the UK, we process personal data under the following legal bases:

Contractual Necessity: To fulfill our obligations to clients (e.g., providing chatbot services).
Legitimate Interests: To improve our services, communicate with users, and ensure security.
Consent: For optional features like analytics upsells or marketing emails (you can withdraw consent at any time).

4. Data Sharing and Disclosure

We do not sell your personal information. We may share data in the following circumstances:

With Service Providers: We use trusted third-party providers (e.g., AWS for hosting, Botpress for AI) to support our services. These providers are contractually obligated to protect your data.
With Clients (White-Label Use): Client data processed by our chatbot (e.g., customer inquiries) is shared with the trade business using our service, as part of our white-label solution.
For Legal Reasons: We may disclose data if required by law, such as to comply with a court order or regulatory request (e.g., GDPR or CCPA compliance).
Business Transfers: In the event of a merger, acquisition, or sale, your data may be transferred as part of the business assets.

5. Data Security

We take data security seriously and implement the following measures:

Encryption: All data is encrypted in transit and at rest using industry-standard protocols.
Access Controls: Only authorized personnel have access to personal data, and access is limited to what is necessary.
Annual Audits: We conduct annual security audits to ensure compliance with GDPR and prepare for US regulations like CCPA.
Backups: Data is securely backed up on AWS to prevent loss.

6. Data Retention

We retain personal data only as long as necessary for the purposes outlined in this policy:

Client Data: Retained for the duration of your subscription and up to 12 months after, unless requested otherwise.
Usage Data: Retained for up to 24 months to analyze and improve our services.
Personal Information: Retained for as long as needed to fulfill our contractual obligations or legal requirements (e.g., GDPR record-keeping).

7. Your Rights (UK GDPR and Beyond)

As a user, you have the following rights regarding your personal data:

Access: Request a copy of the data we hold about you.
Rectification: Correct inaccurate or incomplete data.
Erasure: Request deletion of your data (subject to legal obligations).
Restriction: Limit how we process your data.
Portability: Receive your data in a structured, machine-readable format.
Objection: Object to processing based on legitimate interests (e.g., marketing).
Withdraw Consent: Opt out of optional features or marketing at any time.

To exercise these rights, contact us at [email protected]. We will respond within 30 days, as required by GDPR.

8. International Data Transfers

Opsprout is based in the UK, but we may transfer data to the US as we expand (Year 3+). We ensure all transfers comply with GDPR requirements, using Standard Contractual Clauses (SCCs) and other safeguards. For US clients, we are preparing for CCPA and HIPAA compliance to meet state-specific regulations.

9. Cookies and Tracking

We use cookies to improve your experience on our website:

Essential Cookies: Necessary for site functionality (e.g., navigation).
Analytics Cookies: Track usage (e.g., Google Analytics) to improve our services. You can opt out via your browser settings.
Marketing Cookies: Used for targeted ads (if applicable). You can manage preferences in our cookie banner.

10. Third-Party Links

Our website may contain links to third-party sites (e.g., SimPro, AWS). We are not responsible for their privacy practices and encourage you to review their policies.

11. Children’s Privacy

Our services are not intended for individuals under 16. We do not knowingly collect data from children. If you believe we have, please contact us to have it removed.

12. Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices or legal requirements. We will notify you of significant updates via email or a website notice. The “Last Updated” date at the top will reflect the latest version.

13. Contact Us

If you have questions, concerns, or requests regarding your privacy, please contact us:

Email: [email protected]
Phone:

For UK users, you also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.