1. Scope and roles
This Privacy Policy explains how Cuoral Inc. ("Cuoral", "we", "us") handles personal information when you visit cuoral.com, use our customer engagement and support platform, contact us, or otherwise interact with us. For account, billing, website, and sales information, Cuoral generally acts as a controller. For information a customer submits to the Service about its users or customers ("Customer Data"), Cuoral generally acts as a processor or service provider and processes it on the customer’s documented instructions to provide the Service. The customer is responsible for its notices, permissions, and lawful basis for its use of the Service. A separate data processing agreement may provide additional terms.
2. Information we collect
Depending on how you use Cuoral, we may collect account and contact details such as name, work email, phone number, company, and role; account settings and support correspondence; billing contact, plan, transaction history, and limited payment details provided by our payment processor; technical and usage information such as IP address, device and browser details, pages and features used, timestamps, and diagnostic logs; and Customer Data you or your organisation choose to connect or submit. Customer Data may include customer and account records, product events, support conversations, message content and delivery metadata, and interaction or session data used by features such as session replay and friction analysis. On a first visit or after the saved country result expires, the website sends the visitor’s IP address to ipapi.co to estimate their country and select a pricing currency. The country result is saved in this browser for up to 30 days. Pricing routes may also use a country signal supplied by the hosting platform for the initial page display. Information in connected systems is processed only when you enable the relevant integration or feature. Do not submit sensitive personal information unless the relevant feature and written agreement expressly support it.
3. How we use information
We use account, website, and service-usage information to operate and secure Cuoral, administer accounts, process subscriptions and payments, provide support, troubleshoot, prevent fraud and abuse, understand service performance, improve the Service, communicate operational notices, respond to requests, comply with law, and enforce our agreements. We process Customer Data to provide the features and workflows you enable, provide support, protect the Service, and meet legal obligations, in accordance with your instructions and any applicable data processing agreement. We do not sell personal information or use Customer Data to advertise to your customers.
4. AI and automated features
Cuoral may provide features such as summaries, sentiment or intent signals, customer health indicators, churn risk scores, and suggested actions. These features process the information needed to provide the feature you enable. For customer-specific churn models, Cuoral uses anonymized churn outcome information to adjust predictions within that customer’s account; this learning is not pooled to train models for other customers. This model learning does not use sensitive personal information. Customer Data is not sent to external AI providers. Outputs may be probabilistic, incomplete, or wrong and should be reviewed by a person before you rely on them. Do not use outputs as the sole basis for decisions that produce legal or similarly significant effects on an individual.
5. Cookies and analytics
Our website uses cookies and similar technologies for site functions, analytics, and saved choices such as a selected pricing currency. Google Analytics and the embedded Cuoral chat widget’s built-in analytics run regardless of whether you select Accept or Reject in the cookie notice. The chat widget remains available. The notice records your response and can be dismissed; it does not control analytics. Cuoral does not inspect the contents of cookies stored in your browser. You can manage or remove cookies through your browser settings; disabling some storage may affect site functionality.
6. How information is shared
We share information with vendors that help us host and secure the Service, provide analytics, process payments, communicate with you, and deliver messages through integrations you enable. We share relevant content with channel providers, carriers, or third-party services when needed to perform your configured integrations; those providers’ own terms and privacy notices also apply. Workspace administrators may access activity and data associated with their organisation. We may also disclose information to professional advisers, public authorities when legally required, or a successor in a corporate transaction. We require service providers processing information for us to be subject to appropriate contractual and security safeguards.
7. Retention and deletion
We keep information for as long as reasonably needed for the purposes described here, including to provide the Service, maintain business records, resolve disputes, enforce agreements, and meet legal obligations. Customers control Customer Data and may manage or request its deletion through the Service or by contacting us. Following account termination, we delete or return Customer Data according to the applicable agreement and technical backup cycles, unless retention is required by law. Backups may persist for a limited period before being overwritten.
8. Security
We use administrative, technical, and organisational measures designed to protect information against unauthorised access, loss, misuse, or alteration. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for protecting account credentials, assigning appropriate access, and notifying us promptly if you suspect unauthorised access.
9. International transfers
Cuoral and its service providers may process information in countries other than the country where it was collected. Where applicable law requires safeguards for an international transfer, we use an appropriate transfer mechanism, such as contractual safeguards, and take steps required by that law.
10. Your privacy choices and rights
Depending on where you live, you may have rights to request access to, correction of, deletion of, or a copy of your personal information; object to or restrict certain processing; withdraw consent; or complain to a data protection authority. To exercise a right concerning information Cuoral controls, email team@cuoral.com. If your request concerns Customer Data held for an organisation, contact that organisation first; we will assist its response as required by our agreement and applicable law. We may need to verify your identity and may explain when a legal exception applies.
11. Marketing and service communications
We may send service, security, billing, and account administration messages because they are needed to provide the Service. Where permitted, we may also send product news or marketing messages. You can opt out of marketing messages using the unsubscribe link or by contacting us; opting out does not stop essential service communications.
12. Children
The Service is intended for businesses and is not directed to children. We do not knowingly collect personal information directly from children in a manner prohibited by applicable law. If you believe a child has provided information to us, contact team@cuoral.com so we can review and take appropriate action.
13. Changes to this policy
We may update this Policy as our Service or legal obligations change. We will post the revised version here and change the date above. If a change is material, we will provide additional notice where required by law. Your continued use of the Service after a change takes effect is subject to applicable law and any required consent.
14. Contact
For privacy questions or requests, contact Cuoral Inc. at team@cuoral.com. Mailing address: 16192 Coastal Highway, Lewes, Delaware 19958, United States.
