If you are an EU, UK, or Swiss resident, our EU/EEA-Specific Privacy Notice applies to you.
Effective date: August 1, 2026
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, and emerging global privacy norms, including key data protection regulations across Latin America such as:
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 set forth in the Terms of Use.
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 processing activities in which Chatfuel acts as a data controller. For processing conducted on behalf of customers, the DPA governs such activities.
This chart details the categories of Personal Data that we collect and have collected over the past 12 months:
Category of Personal Data | Examples of Personal Data We Collect | Categories of Third Parties With Whom We Share this Personal Data: |
Profile & Contact Data |
| Service Providers |
Account & Authentication Data |
| Service Providers |
Payment Data |
| Service Providers (specifically our payment processing partners) |
Device & Technical Data |
|
|
Interaction & Usage Data |
| Service Providers |
Analytics & Cookies Data |
| Service Providers |
Communications & Support Data |
| Service Providers |
Web Analytics |
|
|
Geolocation Data | IP address-based location information |
|
Shipping Data |
| Service Providers |
Social Network Data |
| Service Providers |
Consumer Demographiс Data | Gender | Service Providers |
Inferences Drawn From Other Personal Data Collected | Profiles reflecting user attributes or behavior | Service Providers |
Other Identifying Information that You Voluntarily Choose to Provide | Identifying information in emails or letters you send us | Service Providers |
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. | |
We collect Personal Data about you from the following categories of sources:
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:
For details on how we process Customer Content as a Processor, please see our Data Processing Addendum (DPA).
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.
We disclose your Personal Data to the categories of service providers and other parties listed in this section. Depending on state laws that may apply 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.
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.
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:
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 .
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.
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].
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 Act 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].
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:
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.
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].
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 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.
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 request it on your behalf.
Personal Data Sales Opt-Out and Opt-In
We do not sell your Personal Data for monetary consideration. Some of our advertising and analytics technologies (such as the Facebook Pixel) may involve the "sharing" or "sale" of Personal Data for cross-context behavioral advertising as those terms are defined under certain U.S. state privacy laws, including the CCPA/CPRA. Where required by applicable law, we obtain your consent before setting such technologies and/or provide you with the ability to opt out. You can manage your choices at any time through our cookie banner and the opt-out options described in the "Tracking Tools and Opt-Out" section.
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 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.
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:
You may exercise these rights by contacting us at [email protected] and by updating your cookie preferences.
If you are a resident of Colorado, Connecticut, Utah, or another U.S. state that has enacted a comprehensive consumer privacy law, you may have rights similar to those described in the Virginia section above, including the rights to confirm and access your personal data, correct inaccuracies, delete your data, obtain a portable copy, and opt out of the processing of your personal data for targeted advertising, the sale of personal data, and certain profiling.
Where the applicable law provides for it, you also have the right to appeal our decision regarding a privacy request. To exercise these rights or to appeal a decision, contact us at [email protected]. If we deny your appeal, you may contact your state Attorney General.
Brazil (LGPD). If you are located in Brazil, our processing of your personal data is subject to the Lei Geral de Proteção de Dados (LGPD). You have the right to: confirmation that we process your data; access to your data; correction of incomplete, inaccurate or outdated data; anonymization, blocking or deletion of unnecessary or excessive data; portability; deletion of data processed with your consent; information about the entities with which we share your data; information about the possibility of denying consent and its consequences; and the right to withdraw consent. To exercise these rights, contact us at [email protected].
If you are a resident of Mexico, Argentina, Chile, Colombia, Peru, or another Latin American country with applicable data protection legislation, you may have comparable rights to access, rectify, cancel or delete, or object to the processing of your personal data (the "ARCO" rights and their equivalents), as well as the right to withdraw consent. To exercise any of these rights, contact us at [email protected].
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.
If you have any questions or comments about this Privacy Policy, how 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: