Privacy Policy

We collect information you give us, information we get automatically when you use the Services, and content you choose to process through our platform.

Information you provide

• name
• email address
• Customer communications, including support emails and conversations, recorded calls, and other forms of digital communications with your customers

Information we collect automatically

We collect limited device and usage data, such as IP address, browser and device type, operating system, language preferences, referring URLs, and timestamps. We use this for security, service operation, and analytics.

Content you process with us

On your instruction, we store and process conversational data, such as transcripts and media you connect to the Services via supported integrations. Supported integrations change over time.

AI and Machine Learning: We do not use Customer Data to train AI models or build generalized products without your explicit consent.

We do not knowingly collect sensitive personal data unless you provide it to us.

We use personal data to:

• Provide, maintain, and improve the Services
• Create and manage accounts and authenticate users
• Operate integrations you connect and process your conversational data at your direction
• Communicate with you (e.g., product updates and support)
• Protect the Services, prevent abuse, and ensure security
• Comply with legal obligations
• Analyze usage to improve product performance and experience

Payments are processed by Stripe. We do not store full payment card details.

Where the GDPR/UK GDPR applies, we rely on these legal bases:

• Contract: to provide the Services you request
• Legitimate interests: to operate, secure, and improve the Services in ways that do not override your rights
• Consent: for specific uses where required (you can withdraw consent at any time)
• Legal obligation: where we must process data to comply with the law
• Vital interests: to help prevent harm

We share personal data with service providers who help us run the Services and only as needed for their work. Typical categories include:

• Cloud hosting and storage
• Analytics and product tools
• Authentication and identity services
• Payment processing
• Customer support and communications

We maintain a current list of subprocessors available upon request and provide 30 days notice of material changes. We may also share data for legal reasons or as part of a merger, acquisition, or similar event.

We and our partners use cookies and similar technologies to operate the Services and understand usage. Today, we use tools such as Google Analytics, Clerk, and Hotjar, and this may evolve over time.

You can control cookies through your browser settings. Some cookies are necessary for the Services to function.

You can sign in with Google or email via Clerk. If you use a social login, we receive basic account details from the provider to authenticate you.

We retain personal data as described in individual agreements with customers and as required by law. When data is no longer needed, we delete or anonymize it unless we must keep it longer to meet legal obligations.

We apply organizational and technical measures designed to protect personal data. We use best‑in‑class processes and tools and host primary infrastructure in the EU (Frankfurt). International transfers are protected by Standard Contractual Clauses and other appropriate safeguards. No system can be 100% secure, but we work continuously to improve our safeguards.

Depending on your location (including in the EU/UK), you may have rights such as access, correction, deletion, restriction, objection, portability, and withdrawal of consent. To exercise these rights, email team@useformat.ai. We may ask for information to confirm your identity and will respond as required by law.

Certain US state laws provide rights to residents, such as access and deletion. If these apply to you, contact team@useformat.ai and we will process your request as required by applicable law.

We may update this notice from time to time. If we make material changes, we will take appropriate steps to inform you. The “Last updated” date shows when this notice was most recently revised.

To make a data subject access request or exercise other rights, email team@useformat.ai with your request. We will respond in line with applicable law.

Email: team@useformat.ai

Format Operations Limited, 3-10 Chancery Lane, Dublin, Ireland