Privacy Policy
Last updated: October 27, 2026
Overview
kerabie is a customer support platform: businesses install our chat widget on their website or app to talk to their own visitors and customers, manage tickets, and automate replies with AI. This policy explains what personal data we collect when you use kerabie, whether you're a business running kerabie (an Account Holder), a teammate on that account (an Agent), or someone chatting with one of our customers through an embedded widget (a Visitor), and how we use, share, and protect it.
If you're a Visitor: the business you're chatting with is the one who decides to use kerabie and controls that conversation data. We process it on their behalf. Questions about how a specific business uses your data are best directed to that business first.
Information we collect
Account information
- Name and email address, whether you sign up with a password or via Google, Apple, or Facebook.
- Your organization's name and the team members you invite to it.
Conversations and support content
- Messages, attachments, and metadata (timestamps, read status) exchanged through the chat widget, ticketing, and any connected channels (e.g. WhatsApp, Instagram) you enable.
- Knowledge base articles, saved replies, and automation/bot configurations you create.
- If you connect an email inbox, the messages we fetch from it so they can be answered from kerabie.
Push notification tokens
If you enable notifications in our mobile app, or a Visitor allows them in an app that uses our SDK, we store a device push token (and the platform it belongs to) so we can deliver notifications such as new messages. You can turn notifications off at any time in your device settings.
Billing information
When you subscribe to a paid plan, payment is handled by our payment processors (currently Paystack and Flutterwave for card/bank payments, and the App Store or Google Play for mobile purchases, with RevenueCat managing subscription status for purchases made in our iOS app). We receive confirmation that a payment succeeded and basic billing metadata (plan, amount, billing cycle). We do not receive or store your full card number.
Usage and device information
- Log data: IP address, browser/device type, pages visited, and timestamps.
- Approximate location derived from IP address, used only to set your billing currency/region. This never affects what you're charged.
- Device session information (device fingerprint, last-used IP) used to keep your account secure and let you manage active sessions.
How we use it
- To provide, maintain, and improve the kerabie platform.
- To authenticate you and keep your account secure.
- To process payments and manage your subscription.
- To send you service-related emails (billing receipts, security alerts, product updates you can opt out of).
- To provide customer support when you contact us.
- To detect, investigate, and prevent fraud, abuse, and security incidents.
- To power AI features you turn on, such as AI-drafted replies and bots that answer from your knowledge base. The relevant conversation text and knowledge base content are sent to our AI model providers to generate a response. We don't allow those providers to use this data to train their models.
Sign in with Google
If you choose to sign in with Google, we request access to your basic Google profile (your name, email address, and profile photo) solely to create and authenticate your kerabie account. We do not request or access your Gmail, Drive, Calendar, or any other Google data, and we never use this information for advertising.
kerabie's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
Data retention
We keep your account and conversation data for as long as your account is active. You can delete your account yourself in the app or on the web (Settings, then Danger zone, then Delete account); this takes effect immediately and also deletes any workspace you own. Requests sent by email are completed within 30 days. See how to delete your account for details. Payment providers keep their own records, and we may retain limited data where required by law (for example, billing records for tax and accounting purposes) or to resolve disputes.
Your rights
Depending on where you live, you may have the right to:
- Access the personal data we hold about you.
- Correct inaccurate data.
- Request deletion of your data.
- Export your data in a portable format.
- Object to, or ask us to restrict, certain processing.
To exercise any of these, email us at support@kerabie.com. We'll respond within 30 days.
Security
We use industry-standard measures (encryption in transit, hashed passwords, and access controls) to protect your data. No method of transmission or storage is perfectly secure, so we can't guarantee absolute security, but we work to keep your data safe and will notify you if a breach affects your personal data, as required by law.
International transfers
kerabie operates internationally, and your data may be processed in a country other than the one you live in. Where we transfer personal data across borders, we take steps to ensure it receives an equivalent level of protection to that required in your home jurisdiction.
Children's privacy
kerabie is not directed to children under 13, and we do not knowingly collect personal data from them. If you believe a child has provided us with personal data, contact us at support@kerabie.comand we'll delete it.
Changes to this policy
We'll update the date at the top of this page whenever we make changes, and for material changes we'll notify you by email or an in-app notice before they take effect.
Contact us
Questions about this policy or how we handle your data? Email us at support@kerabie.com.