If you are an EU, UK, Swiss, New Zealand resident, our EU specific Privacy Policy applies to you.  
Global Privacy Policy  
Effective date: December, 2025  
This Global Privacy Policy ("Privacy Policy") explains how Chatfuel ("Chatfuel", "we", "us", "our") collects,  
uses, shares, and protects Personal Data when individuals access or use our Services. This Privacy Policy  
reflects the legal requirements and regulatory expectations, including GDPR, UK GDPR, Swiss FADP,  
CCPA/CPRA, VCDPA, CPA, UCPA, New Zealand Privacy Act, PDPA (Singapore), and emerging global privacy  
norms, including key data protection regulations across Latin America such as:  
— LGPD (Brazil);  
— Federal Law on Protection of Personal Data Held by Private Parties (Mexico);  
— Ley de Protección de los Datos Personales (Argentina);  
— Ley N°19.628 Sobre Protección de la Vida Privada (Chile, with ongoing modernization updates);  
— Ley Estatutaria 1581 (Colombia) and its implementing decrees;  
— Ley N°29733 – Ley de Protección de Datos Personales (Peru);  
— and analogous data protection frameworks across other jurisdictions where applicable.”  
By using or accessing our Services in any manner, you acknowledge that you accept the practices and  
policies outlined below, and you hereby consent that we will collect, use and share your information as  
described in this Privacy Policy.  
Remember that your use of Chatfuel's Services is at all times subject to our Terms of Use, which  
incorporates this Privacy Policy. Any terms we use in this Policy without defining them have the  
definitions given to them in the Terms of Use.  
What this Privacy Policy Covers  
We process Personal Data both (1) as a data controller — for our own internal purposes such as account  
management, security, analytics, support and marketing of our Services; and (2) as a data processor  
acting strictly under the instructions of our customers who use the Chatfuel service (the “Service”).  
This Privacy Policy covers how we treat Personal Data that we gather when you access or use our  
Services. “Personal Data” means any information that identifies or relates to a particular individual and  
also includes information referred to as “personally identifiable information” or “personal information”  
under applicable data privacy laws, rules or regulations. This Privacy Policy does not cover the practices  
of companies we don’t own or control or people we don’t manage. Additionally, this Privacy Policy does  
not cover Personal Data that we process on behalf of our customers when we act as a service provider to  
those customers.  
When we act as a processor, we process Customer Personal Data solely to provide the Service, do not use  
such data for our own purposes, and comply with all obligations as described in our Data Processing  
Addendum (DPA).  
This Privacy Policy applies only to the processing activities where Chatfuel acts as a data controller. For  
processing conducted on behalf of customers, the DPA governs such activities.  
Personal Data  
Categories of Personal Data We Collect  
This chart details the categories of Personal Data that we collect and have collected over the past 12  
months:  
Category of Personal Data  
Profile & Contact Data  
Examples of Personal Data We Collect  
Categories of Third Parties  
With Whom We Share this  
Personal Data:  
● First and last name  
● Email  
●Service Providers  
● Phone number  
● Mailing Address  
Account & Authentication  
Data  
● Login credentials  
● Access tokens  
●Service Providers  
● Platform settings  
Payment Data  
● Payment card type  
●Service Providers  
(specifically our  
payment processing  
partners)  
● Last 4 digits of payment card  
● Billing address, phone number,  
and email  
Device & Technical  
Data  
● IP address  
● Device ID  
● Domain server  
● Type of device/operating  
system/browser used to access  
the Services  
●Service Providers  
●Advertising Partners  
●Analytics Partners  
● Unique identifiers  
Interaction & Usage  
Data  
● User activity logs  
● Dashboard events  
● Bot-building interactions  
●Service Providers  
Analytics & Cookies  
Data  
● Behaviour analytics  
● Session data  
●Service Providers  
● Traffic source  
● Marketing attribution  
Communications &  
Support Data  
Emails  
Chat transcripts  
Metadata  
●Service Providers  
Web Analytics  
● Web page interactions  
● Referring webpage/source  
through which you accessed the  
Services  
●Service Providers  
●Advertising Partners  
●Analytics Partners  
Geolocation Data  
● IP address-based location  
information  
●Service Providers  
●Advertising Partners  
●Analytics Partners  
Shipping Data  
● Shipping address  
●Service Providers  
Social Network Data  
● User name  
●Service Providers  
● Language preferences  
● Gender  
● Timezone  
● Profile picture  
Consumer Demographic Data  
● Gender  
●Service Providers  
●Service Providers  
●Service Providers  
Inferences Drawn From  
Other Personal Data  
Collected  
● Profiles reflecting user attributes  
or behavior  
Other Identifying  
Information that You  
Voluntarily Choose to  
Provide  
● Identifying information in emails or  
letters you send us  
Special Categories (Sensitive  
Data)  
Chatfuel does not intentionally collect or process Special Categories of  
Personal Data (including health information) as a Controller.  
Any processing of such data may occur only when a Customer acts as  
a Controller and submits or collects such data through the Service, in  
which case Chatfuel acts exclusively as a Processor and processes such  
data under the Customer’s instructions and the DPA.  
How We Collect Personal Data  
We collect Personal Data about you from the following categories of sources:  
o When you provide such information directly to us.  
▪ When you create an account or use our interactive tools and Services.  
▪ When you voluntarily provide information in free-form text boxes through the  
Services or through responses to surveys or questionnaires.  
▪ When you send us an email or otherwise contact us.  
o When you use the Services and such information is collected automatically.  
▪ Through Cookies (defined in the “Tracking Tools and Opt-Out” section below).  
▪ If you use a location-enabled browser, we may receive information about your  
location.  
▪ Third Parties  
o Vendors  
▪ We may use analytics providers to analyze how you interact and engage with the  
Services, or third parties may help us provide you with customer support.  
o Advertising Partners  
▪ We receive information about you from some of our vendors who assist us with  
marketing or promotional services related to how you interact with our  
websites, applications, products, Services, advertisements or communications.  
o Social Networks  
▪ If you provide your social network account credentials to us or otherwise sign in to  
the Services through a third-party site or service, some content and/or  
information in those accounts may be transmitted into your account with us.  
o Customer Content (Controller Data Uploaded Into the Service)  
▪ As you use the Service, you may import, upload, or otherwise submit Personal  
Data that you have collected from your users, customers, patients, prospective  
customers, followers, subscribers, or other individuals (“Subscribers”). Customer  
Content also includes any User-Generated Content, as defined in our Terms of  
Service.  
▪ We process such Customer Content solely on your behalf and strictly in  
accordance with your documented instructions, and only for the purpose of  
providing the Service.  
We have no direct relationship with your Subscribers or any individual whose  
data you upload into the Service. You are responsible for ensuring that you  
have:  
●
●
●
a lawful basis to collect and process such Personal Data,  
provided all required notices, and  
informed such individuals about the use of the Service, this  
Privacy Policy, and the Data Processing Addendum.  
▪ For details on how we process Customer Content as a Processor, please see our  
Data Processing Addendum (DPA).  
Our Commercial or Business Purposes for Collecting Personal Data  
● Providing, Customizing and Improving the Services  
o Creating and managing your account or other user profiles.  
o Processing orders or other transactions; billing.  
o Providing you with the products, services or information you request.  
o Meeting or fulfilling the reason you provided the information to us.  
o Providing support and assistance for the Services.  
o Improving the Services, including testing, research, internal analytics and product  
development.  
o Personalizing the Services, website content and communications based on your  
preferences.  
o Doing fraud protection, security and debugging.  
o Carrying out other business purposes stated when collecting your Personal Data or as  
otherwise set forth in applicable data privacy laws, such as the California Consumer  
Privacy Act (the “CCPA”).  
● Marketing the Services  
o Marketing and selling the Services.  
● Corresponding with You  
o Responding to correspondence that we receive from you, contacting you when necessary  
or requested, and sending you information about Chatfuel or the Services.  
o Sending emails and other communications according to your preferences or that display  
content that we think will interest you.  
● Meeting Legal Requirements and Enforcing Legal Terms  
o Fulfilling our legal obligations under applicable law, regulation, court order or other legal  
process, such as preventing, detecting and investigating security incidents and potentially  
illegal or prohibited activities.  
o Protecting the rights, property or safety of you, Chatfuel or another party.  
o Enforcing any agreements with you.  
o Responding to claims that any posting or other content violates third-party rights.  
o Resolving disputes.  
We will not collect additional categories of Personal Data or use the Personal Data we collected for  
materially different, unrelated or incompatible purposes without providing you notice.  
How We Share Your Personal Data  
We disclose your Personal Data to the categories of service providers and other parties listed in this  
section. Depending on state laws that may be applicable to you, some of these disclosures may  
constitute a “sale” of your Personal Data. For more information, please refer to the state-specific sections  
below.  
● Service Providers. These parties help us provide the Services or perform business functions on  
our behalf. They include:  
o Hosting, technology and communication providers.  
o Security and fraud prevention consultants.  
o Support and customer service vendors.  
o Product fulfillment and delivery providers.  
o Payment processors.  
▪ Our payment processing partner Stripe, Inc. (“Stripe”) collects your  
voluntarily-provided payment card information necessary to process your  
payment.  
▪ Please see Stripe’s terms of service and privacy policy for information on its use  
and storage of your Personal Data.  
● Advertising Partners. These parties help us market our services and provide you with other  
offers that may be of interest to you. They include:  
o Ad networks.  
o Marketing providers.  
● Analytics Partners. These parties provide analytics on web traffic or usage of the Services. They  
include:  
o Companies that track how users found or were referred to the Services.  
o Companies that track how users interact with the Services.  
● Parties You Authorize, Access or Authenticate  
o Third parties you access through the services.  
o Social media services.  
o Other users.  
Legal Obligations  
We may share any Personal Data that we collect with third parties in conjunction with any of the  
activities set forth under “Meeting Legal Requirements and Enforcing Legal Terms” in the “Our  
Commercial or Business Purposes for Collecting Personal Data” section above.  
Business Transfers  
All of your Personal Data that we collect may be transferred to a third party if we undergo a merger,  
acquisition, bankruptcy or other transaction in which that third party assumes control of our business (in  
whole or in part). Should one of these events occur, we will make reasonable efforts to notify you before  
your information becomes subject to different privacy and security policies and practices.  
Data that is Not Personal Data  
We may create aggregated, de-identified or anonymized data from the Personal Data we collect,  
including by removing information that makes the data personally identifiable to a particular user. We  
may use such aggregated, de-identified or anonymized data and share it with third parties for our lawful  
business purposes, including to analyze, build and improve the Services and promote our business,  
provided that we will not share such data in a manner that could identify you.  
Tracking Tools and Opt-Out  
The Services use cookies and similar technologies such as pixel tags, web beacons, clear GIFs and  
JavaScript (collectively, “Cookies”) to enable our servers to recognize your web browser, tell us how and  
when you visit and use our Services, analyze trends, learn about our user base and operate and improve  
our Services. Cookies are small pieces of data– usually text files – placed on your computer, tablet, phone  
or similar device when you use that device to access our Services. We may also supplement the  
information we collect from you with information received from third parties, including third parties that  
have placed their own Cookies on your device(s). Please note that because of our use of Cookies, the  
Services do not support “Do Not Track” requests sent from a browser at this time.  
We use the following types of Cookies:  
● Essential Cookies. Essential Cookies are required for providing you with features or services that you  
have requested. For example, certain Cookies enable you to log into secure areas of our Services.  
Disabling these Cookies may make certain features and services unavailable.  
● Functional Cookies. Functional Cookies are used to record your choices and settings regarding our  
Services, maintain your preferences over time and recognize you when you return to our Services.  
These Cookies help us to personalize our content for you, greet you by name and remember your  
preferences (for example, your choice of language or region).  
● Performance/Analytical Cookies. Performance/Analytical Cookies allow us to understand how visitors  
use our Services. They do this by collecting information about the number of visitors to the Services,  
what pages visitors view on our Services and how long visitors are viewing pages on the Services.  
Performance/Analytical Cookies also help us measure the performance of our advertising campaigns  
in order to help us improve our campaigns and the Services’ content for those who engage with our  
advertising. For example, Google Inc. (“Google”) uses cookies in connection with its Google Analytics  
services. Google’s ability to use and share information collected by Google Analytics about your visits  
to the Services is subject to the Google Analytics Terms of Use and the Google Privacy Policy. You  
have the option to opt-out of Google’s use of Cookies by visiting the Google advertising opt-out page  
at www.google.com/privacy_ads.html or the Google Analytics Opt-out Browser Add-on at  
https://tools.google.com/dlpage/gaoptout.  
● Retargeting/Advertising Cookies. Retargeting/Advertising Cookies collect data about your online  
activity and identify your interests so that we can provide advertising that we believe is relevant to  
you. For more information about this, please see the section below titled “Information about  
Interest-Based Advertisements.”  
You can decide whether or not to accept Cookies through your internet browser’s settings. Most  
browsers have an option for turning off the Cookie feature, which will prevent your browser from  
accepting new Cookies, as well as (depending on the sophistication of your browser software) allow you  
to decide on acceptance of each new Cookie in a variety of ways. You can also delete all Cookies that are  
already on your device. If you do this, however, you may have to manually adjust some preferences every  
time you visit our website and some of the Services and functionalities may not work.  
To explore what Cookie settings are available to you, look in the “preferences” or “options” section of  
your browser’s menu. To find out more information about Cookies, including information about how to  
manage and delete Cookies, please visit https://allaboutcookies.org .  
Data Security and Retention  
We seek to protect your Personal Data from unauthorized access, use and disclosure using appropriate  
physical, technical, organizational and administrative security measures based on the type of Personal  
Data and how we are processing that data. You should also help protect your data by appropriately  
selecting and protecting your password and/or other sign-on mechanism; limiting access to your  
computer or device and browser; and signing off after you have finished accessing your account.  
Although we work to protect the security of your account and other data that we hold in our records,  
please be aware that no method of transmitting data over the internet or storing data is completely  
secure.  
We retain Personal Data about you for as long as you have an open account with us or as otherwise  
necessary to provide you with our Services. In some cases we retain Personal Data for longer, if doing so  
is necessary to comply with our legal obligations, resolve disputes or collect fees owed, or is otherwise  
permitted or required by applicable law, rule or regulation. We may further retain information in an  
anonymous or aggregated form where that information would not identify you personally.  
Personal Data of Children  
As noted in the Terms of Use, we do not knowingly collect or solicit Personal Data about children under  
13 years of age; if you are a child under the age of 13, please do not attempt to register for or otherwise  
use the Services or send us any Personal Data. If we learn we have collected Personal Data from a child  
under 13 years of age, we will delete that information as quickly as possible. If you believe that a child  
under 13 years of age may have provided Personal Data to us, please contact us at [email protected].  
California Resident Rights  
If you are a California resident, you have the rights set forth in this section. The California Consumer  
Privacy Act of 2018 (“CCPA”) and the California Privacy Rights Acts of 2020 (CPRA), provide additional  
rights to know, delete and opt out, and require businesses collecting or disclosing personal information to  
provide notices and means to exercise rights.  
Please see the “Exercising Your Rights” section below for instructions regarding how to exercise these  
rights. Please note that we may process Personal Data of our customers’ end users or employees in  
connection with our provision of certain services to our customers. If we are processing your Personal  
Data as a service provider, you should contact the entity that collected your Personal Data in the first  
instance to address your rights with respect to such data.  
If there are any conflicts between this section and any other provision of this Privacy Policy and you are a  
California resident, the portion that is more protective of Personal Data shall control to the extent of such  
conflict. If you have any questions about this section or whether any of the following rights apply to you,  
please contact us at [email protected].  
Access  
You have the right to request certain information about our collection and use of your Personal Data over  
the past 12 months. In response, we will provide you with the following information:  
● The categories of Personal Data that we have collected about you.  
● The categories of sources from which that Personal Data was collected.  
● The business or commercial purpose for collecting or selling your Personal Data.  
● The categories of third parties with whom we have shared your Personal Data.  
● The specific pieces of Personal Data that we have collected about you.  
If we have disclosed your Personal Data to any third parties for a business purpose over the past 12  
months, we will identify the categories of Personal Data shared with each category of third party  
recipient. If we have sold your Personal Data over the past 12 months, we will identify the categories of  
Personal Data sold to each category of third party recipient.  
To exercise any of your remaining rights that have not been fulfilled via the disclosures within this privacy  
policy, please contact us at [email protected]. California residents can designate an authorized agent to  
submit requests on their behalf.  
Correction  
Subject to certain exceptions, you have the right to correct inaccurate Personal Information we maintain  
about you. To exercise your right to correct inaccurate personal information, please contact us at  
[email protected].  
Deletion  
You have the right to request that we delete the Personal Data that we have collected about you. Under  
the CCPA, this right is subject to certain exceptions: for example, we may need to retain your Personal  
Data to provide you with the Services or complete a transaction or other action you have requested. If  
your deletion request is subject to one of these exceptions, we may deny your deletion request.  
You have the right to opt out of the sale or sharing of your personal information, including for the  
purpose of cross-context behavioral advertising.  
You may submit a Delete Request by email at: [email protected].  
Please note that Chatfuel may retain a record of your request to delete your personal information.  
Exercising Your Rights  
To exercise the rights described above, you or your Authorized Agent (defined below) must send us a  
request that (1) provides sufficient information to allow us to verify that you are the person about whom  
we have collected Personal Data (personal ID, email address, last 4 digits and expiring date of the  
payment card, bot URL, customer page URL, etc.), and (2) describes your request in sufficient detail to  
allow us to understand, evaluate and respond to it. Each request that meets both of these criteria will be  
considered a “Valid Request.” We may not respond to requests that do not meet these criteria. We will  
only use Personal Data provided in a Valid Request to verify your identity and complete your request. You  
do not need an account to submit a Valid Request.  
We will work to respond to your Valid Request within 45 days of receipt. We will not charge you a fee for  
making a Valid Request unless your Valid Request(s) is excessive, repetitive or manifestly unfounded. If  
we determine that your Valid Request warrants a fee, we will notify you of the fee and explain that  
decision before completing your request.  
You may submit a Valid Request by email at: [email protected].  
You may also authorize an agent (an “Authorized Agent”) to exercise your rights on your behalf. To do  
this, you must provide your Authorized Agent with written permission to exercise your rights on your  
behalf, and we may request a copy of this written permission from your Authorized Agent when they  
make a request on your behalf.  
Personal Data Sales Opt-Out and Opt-In  
We will not sell your Personal Data, and have not done so over the last 12 months.  
We Will Not Discriminate Against You for Exercising Your Rights Under the CCPA  
We will not discriminate against you for exercising your rights under the CCPA. We will not deny you our  
goods or services, charge you different prices or rates, or provide you a lower quality of goods and  
services if you exercise your rights under the CCPA. However, we may offer different tiers of our Services  
as allowed by applicable data privacy laws (including the CCPA) with varying prices, rates or levels of  
quality of the goods or services you receive related to the value of Personal Data that we receive from  
you.  
Nevada Resident Rights  
Nevada law (NRS 603A.340) requires each business to establish a designated request address where  
Nevada consumers may submit requests directing the business not to sell certain kinds of personal  
information that the business has collected or will collect about the consumer. A sale under Nevada law  
is the exchange of personal information for monetary consideration by the business to a third party for  
the third party to license or sell the personal information to other third parties. We do not currently sell  
personal data as defined under Nevada law. If you are a Nevada consumer and wish to submit a request  
relating to our compliance with Nevada law, you can exercise this right by contacting us at  
[email protected] with the subject line “Nevada Do Not Sell Request” and providing us with your name  
and the email address associated with your account.  
Virginia Resident Rights  
If you are a resident of Virginia, this section provides information about your privacy rights under the  
Virginia Consumer Data Protection Act ("VCDPA").  
Subject to certain limitations, the VCDPA affords you the following rights:  
-
to confirm whether we are processing your personal information, and to access that personal  
information;  
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-
-
-
to receive your personal information in a portable and readily usable format;  
to correct inaccuracies in your personal information;  
to delete your personal information;  
to opt out of the processing of your personal information for targeted advertising, sale to third  
parties, or profiling where there is a legal or similarly significant effect on you.  
You may exercise these rights by contacting us at [email protected] and by updating your cookie  
preferences.  
Changes to this Privacy Policy  
We’re constantly trying to improve our Services, so we may need to change this Privacy Policy from time  
to time, but we will alert you to any such changes by placing a notice on the Chatfuel website, by sending  
you an email and/or by some other means. Please note that if you’ve opted not to receive legal notice  
emails from us (or you haven’t provided us with your email address), those legal notices will still govern  
your use of the Services, and you are still responsible for reading and understanding them. If you use the  
Services after any changes to the Privacy Policy have been posted, that means you agree to all of the  
changes. Use of information we collect is subject to the Privacy Policy in effect at the time such  
information is collected.  
Contact Information:  
If you have any questions or comments about this Privacy Policy, the ways in which we collect and use  
your Personal Data or your choices and rights regarding such collection and use, please do not hesitate to  
contact us at:  
● [email protected]  
● www.chatfuel.com