Privacy policy

This is an English translation for convenience. The Ukrainian version is the legally binding one and prevails in case of any discrepancy. Read the Ukrainian version.

1. Who we are

The Talkoly service (talkoly.com) is provided by [ПІБ ФОП або назва компанії], Tax ID / EDRPOU code [РНОКПП / код ЄДРПОУ], address: [адреса реєстрації] (“we”). For questions about personal data, write to support@talkoly.com.

We process personal data in accordance with the Law of Ukraine “On Personal Data Protection” and, for visitors from the European Union, also in accordance with the EU General Data Protection Regulation (GDPR).

2. Whose data we process and in what role

Talkoly customers — store owners, administrators and operators who have registered in the dashboard. For their data, we are the controller and determine the purposes and means of processing.

Website visitors who write in the chat on a store’s website. For their data, the store is the controller and we are the processor: we store and process the data only on the store’s instructions and for the operation of the chat. Please address requests about such data to the store first. Details are in the “Customer data processing” document.

Visitors to this website (talkoly.com): we collect the minimum technical data needed for the pages to work.

3. What data we collect

Talkoly customers

• name, email, password (stored only as a hash), job title, profile photo;
• website names and domains, widget settings, template texts;
• Telegram ID, if you have enabled Telegram notifications;
• payment information: plan, payment dates and amounts (card data is processed by the payment service; we do not see it);
• technical data: IP address, browser, login time — for account security.

Visitors to stores’ websites (on the store’s instructions)

• messages, files, photos and voice messages the visitor sends in the chat;
• name, phone, email, Telegram, delivery address — only if the visitor provided them;
• website pages the visitor views, traffic source (ads, search, UTM tags);
• approximate city based on IP address, device type, browser language;
• conversation rating and feedback, if the visitor left them.

4. Why we process data

• to provide the service: deliver messages, show the operator who is on the website, send notifications;
• to perform the agreement: track the plan and payments, send completion certificates;
• to protect the service from spam, fraud and unauthorized access;
• to send service messages: about new conversations, changes to terms, payment problems;
• to improve the service based on anonymized usage statistics.

We do not use store visitors’ data for our own purposes, do not combine it across different stores and do not sell it to third parties.

5. Legal bases

Performance of the agreement (the public offer) — for Talkoly customers’ data; consent — for marketing emails and optional cookies; legitimate interest — for security and abuse prevention; the store’s instructions — for its visitors’ data.

6. Who we share data with

Only with those who help us provide the service, and only to the extent necessary:

• the hosting provider on whose servers the service runs;
• Telegram — if you have connected the bot for notifications and replies;
• payment services (monobank, LiqPay, PrivatBank), Nova Poshta, Checkbox, SMS services — only if the store itself has connected these integrations;
• an email service — for sending emails;
• public authorities — only upon a lawful request.

7. Where and how long we store data

Data is stored on the servers on which the service is deployed. Account data — while the agreement is in force and for 30 days after the account is deleted. Visitors’ conversations and contacts — until the store deletes them or while its account exists (on the “Start” plan, conversation history is available for 30 days). Accounting documents — for as long as tax law requires.

8. How we protect data

• connections to the service are encrypted (HTTPS);
• passwords are stored only as a cryptographic hash;
• access for store staff is limited by roles: the owner decides who sees phone numbers, emails and analytics;
• incoming requests are checked for spam and password brute-forcing;
• database backups are kept for a limited time.

9. Cookies and local storage

In the dashboard, we use a session cookie to keep you signed in. The chat widget on stores’ websites stores an anonymous conversation identifier in the visitor’s browser so that the conversation does not disappear after the page is refreshed. We do not set advertising or third-party tracking cookies.

10. Your rights

You have the right to know what data of yours we process; to obtain a copy of it; to correct inaccurate data; to request deletion; to withdraw consent; to object to processing; and to file a complaint with the Ukrainian Parliament Commissioner for Human Rights. To exercise your rights, write to support@talkoly.com — we will reply within 30 days.

Talkoly customers can export contacts and conversations to CSV themselves and delete their account in the settings.

11. Children

The service is intended for businesses. We do not knowingly collect data from children under 14. If you believe such data has reached us, write to us and we will delete it.

12. Changes and contacts

We may update this policy. We will notify Talkoly customers of material changes by email at least 14 days in advance. Questions — to support@talkoly.com or [телефон].