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Privacy notice

Last updated 31 October 2026. This notice explains how personal data is processed when you visit hazelchat.co or talk to Hazelchat's own chat there or at chat.hazelchat.co/ask, use a Hazelchat account at app.hazelchat.co, buy a subscription, or talk to a Hazelchat chat installed on a customer's website.

1. Who is responsible

The controller for the processing described in sections 3 to 9 is:

Jan-Philipp Peters
Sole trader, trading as Hazelchat
Prenzlauer Allee 173
10409 Berlin, Germany
Email: hello@hazelchat.co

Privacy questions and requests: hello@hazelchat.co. No data protection officer has to be appointed for this service; write to the address above.

For conversations and enquiries that visitors submit through a chat installed on a customer's website, the customer is the controller and Hazelchat processes that data on the customer's behalf. Section 10 explains what this means for you as a visitor.

2. Five situations this notice covers

3. Hosting and connection data

Both sites, and shared chat pages at chat.hazelchat.co, run on a server rented from netcup GmbH, Daimlerstraße 25, 76185 Karlsruhe, Germany. When you open a page or the application, the server processes the connection data that is technically necessary to deliver it: your IP address, the time of the request, the requested resource, the response status and the browser identification your browser sends. The web server keeps no access log. The application stores no IP addresses; its rate limits use a keyed hash of the address that expires within a day.

The application itself writes operational logs that contain request identifiers, route names, status codes and durations, but no page contents, questions, messages, email addresses or tokens. These logs are kept for 30 days.

Legal basis: Art. 6(1)(f) GDPR. Our legitimate interest is delivering the sites reliably and detecting abuse.

4. Cookies, browser storage and product analytics

app.hazelchat.co sets one strictly necessary session cookie after you sign in. It is limited to that host, not readable by scripts, expires after seven days or 24 hours of inactivity, and is removed when you sign out. Product analytics, the measurement of our own ads in ChatGPT and Meta's advertising pixel are described below; each needs your permission for anything it stores on your device or sends to the provider. Zapier's templates, also described below, load only when you ask for them. There is no other advertising or cross-site tracking. Our email provider Brevo adds a small tracking image to the emails we send and routes their links through its own redirect address; we send every email with Brevo's per-recipient tracking consent set to “no”, and according to Brevo it then records neither opens nor clicks for that email.

The application's search remembers your last five choices in this browser's local storage so that it can offer them again; they are page names, never what you typed, and are not sent to us.

The chat installed on customer websites sets no cookies. After you send your first message, the chat window keeps a reference to your conversation in its own session storage, so that the conversation continues when you open another page of the same website in the same browser tab. The reference consists of the conversation's id, its access key, when that key expires (24 hours after the chat started) and the website. It contains none of your messages. It belongs to the chat window on app.hazelchat.co and is kept separately for each website, so the website itself cannot read it. It is removed when you close the tab, start a new conversation, or when the key expires, and also when the website's consent setting closes the chat. Your earlier messages are loaded from our servers only when you open the chat again or write a new message. Legal basis: § 25(2) no. 2 TDDDG, as storage that is strictly necessary for the chat you are using. If the business has configured short opener messages next to the chat button, the widget keeps two flags in your browser's session storage — that a page of the site was viewed in this tab session, and which opener message was already shown — so that an opener appears at most once per session; they contain no identifier, are read only in your browser and disappear when the tab is closed. Customers can defer loading the widget until their own consent manager allows it. If the website you are on uses the analytics tool Matomo, the chat also tells that website’s Matomo when you open the chat, start a conversation or leave an enquiry. It passes on only which of these three things happened, never your messages or contact details. Hazelchat receives nothing from Matomo; the website’s operator decides whether and how Matomo records it. On Shopify stores connected through the Hazelchat Shopify app, the chat follows the store's own consent settings (section 10). Where a website loads the chat only after consent, withdrawing it also leaves a flag without any identifier in that website's session storage, so that the next chat window forgets the conversation.

Legal basis: § 25(2) no. 2 TDDDG for the strictly necessary cookie; Art. 6(1)(b) GDPR for providing the account you requested.

Product analytics (PostHog). To understand how people find and use Hazelchat and to fix problems, hazelchat.co and app.hazelchat.co use PostHog, provided by PostHog, Inc., 2261 Market St., #4008, San Francisco, CA 94114, USA, with data stored in PostHog's EU region in Frankfurt, Germany. The PostHog script and all of its requests go through our own domains (the path /relay), so your browser does not connect to PostHog directly; our server forwards the requests without your cookies. On your first visit a notice asks for two separate choices, one for analytics and one for advertising; PostHog records nothing before you choose. Visits are counted separately and without cookies (see “Counting visits” below). It is never used in the chat on customers' websites (section 10).

PostHog receives your IP address with each request. If you accepted, it is used to look up your approximate location (country and city); if you declined, it is used only for the hash described above. In both cases we have set PostHog to discard the address itself. Screen recordings are deleted after 30 days; other analytics events are kept for as long as PostHog's retention for our plan provides, currently one year, and a person's events are deleted on request. You can change your choice at any time with “Cookie settings” at the bottom of every page on hazelchat.co and on the sign-in and account pages of app.hazelchat.co; withdrawing consent stops recording from then on.

Legal basis: § 25(1) TDDDG and Art. 6(1)(a) GDPR (your consent) for the analytics cookie, identification and screen recording; § 25(2) no. 2 TDDDG for the cookies that remember your choices; Art. 6(1)(f) GDPR for counting without cookies, our legitimate interest being to understand how the sites are used without storing anything on your device. PostHog processes this data on our behalf under a data processing agreement. Transfer safeguard: PostHog, Inc. is certified under the EU–US Data Privacy Framework, and standard contractual clauses in its data processing agreement apply in addition.

Counting visits. When you arrive at hazelchat.co from another site, from an ad or by typing the address, your browser sends one request to our own server with the page you arrived on, the campaign tags in the link you followed (utm_source, utm_medium, utm_campaign and utm_content), the name of the ad network if the link came from an ad (for example “chatgpt” or “meta”, never the ad’s click identifier) and the domain of the site you came from. This happens whatever you chose in the notice: no cookie is used and nothing is stored on your device. Our server adds one to that day’s total for the same page and tags and keeps nothing else. It does not keep your IP address, your browser details or the time of day, and the totals are not linked to any account. To stop one network from flooding the count, a one-way hash of your IP address is held for one minute. Requests from automated programs such as search engine crawlers are not counted. We compare the daily totals with how many accounts were created from the same sources. They are deleted after 400 days. Legal basis: Art. 6(1)(f) GDPR, our legitimate interest in knowing which links, ads and sites bring visitors and signups.

Measuring our ads in ChatGPT (OpenAI). We advertise Hazelchat in ChatGPT. To learn which ads lead to signups and subscriptions, and so that OpenAI can measure and improve the delivery of our ads, your advertising choice covers OpenAI's ads measurement pixel. It runs only if you accept advertising, and not if your browser sends a Global Privacy Control or Do Not Track signal. It is loaded from OpenAI's servers on the pages of hazelchat.co (except the Website Question Check and the llms.txt generator); it never runs on app.hazelchat.co or in the chat on customers' websites. The pixel can detect contact details on a page and send them to OpenAI in hashed form; the pages where it runs contain no form for your details.

We keep the two references with your signup link and then with your account for up to 60 days, only to report these steps. If you decline later, the pixel removes its cookies, and the references stored with your account are deleted the next time you open Checkout. Legal basis: § 25(1) TDDDG and Art. 6(1)(a) GDPR (your consent). OpenAI processes this data under its data processing addendum for its advertising measurement tools. Transfer safeguard: OpenAI is based in the USA; the transfer relies on the safeguards in that addendum.

Our ads on Facebook and Instagram (Meta pixel). We advertise Hazelchat on Facebook and Instagram. To learn which ads bring visitors to hazelchat.co, and to show our ads to people who have visited it, your advertising choice also covers Meta's pixel. It runs only if you accept advertising, and not if your browser sends a Global Privacy Control or Do Not Track signal. It is loaded from Meta's servers on the pages of hazelchat.co (except the Website Question Check and the llms.txt generator). It never runs on app.hazelchat.co or in the chat on customers' websites. Meta's automatic event detection and automatic matching of contact details are switched off, so the pixel reports only that you viewed a page.

We are jointly responsible with Meta Platforms Ireland Limited, Merrion Road, Dublin 4, D04 X2K5, Ireland, for collecting this data with the pixel and transmitting it to Meta (Art. 26 GDPR). Our joint arrangement is Meta's Controller Addendum (facebook.com/legal/controller_addendum). Meta is responsible for what it does with the data afterwards, as described in its privacy policy (facebook.com/privacy/policy), where you can also exercise your rights with Meta. You can exercise them with us as well. If you decline later, the pixel stops and its cookies on hazelchat.co are removed. Legal basis: § 25(1) TDDDG and Art. 6(1)(a) GDPR (your consent). Transfer safeguard: Meta Platforms, Inc., USA, is certified under the EU–US Data Privacy Framework.

Zapier templates. On hazelchat.co/integrations/zapier/, and in the Zapier card of an account's Settings on app.hazelchat.co, a button “Show Zapier templates” shows ready-made automations for Hazelchat from Zapier, Inc., 548 Market St. #62411, San Francisco, CA 94104-5401, USA. Nothing from Zapier loads until you click that button, and nothing loads again on a later visit unless you click it again. When you click, your browser loads Zapier's program and content from Zapier's servers into a separate page on hazelchat.co, which runs none of our analytics or advertising pixels. Zapier then receives your IP address, browser details, screen size, the address of that page and a random browser identifier. The identifier is stored in your browser's local storage for hazelchat.co (zapier.visitor_id), together with whether you appear to be signed in to Zapier (zapier.is_logged_in); Zapier also sets its own cookies for zapier.com, and if you are signed in to Zapier in the same browser, Zapier recognises you. Templates, signing up and the Zap editor open on zapier.com under Zapier's own terms and privacy statement (zapier.com/privacy). We pass Zapier nothing else: not your account, workspace, name or email address, and no conversations or enquiries. Zapier's page does not load Google Fonts. You can remove the identifier by clearing the site data for hazelchat.co.

Legal basis: § 25(1) TDDDG and Art. 6(1)(a) GDPR (your consent), given by clicking “Show Zapier templates”; the sentence next to the button says what Zapier receives. Where we are jointly responsible with Zapier for this collection and its transmission to Zapier (Art. 26 GDPR), you can exercise your rights with us as well as with Zapier; Zapier is responsible for what it does with the data afterwards, as described in its privacy statement. Transfer safeguard: Zapier, Inc. is certified under the EU–US Data Privacy Framework.

5. Contacting us

If you email hello@hazelchat.co, we process your address, the content of your message and the time it arrived in order to answer you. The mailbox is hosted on Microsoft 365 (Exchange Online), provided by Microsoft Ireland Operations Limited, One Microsoft Place, South County Business Park, Leopardstown, Dublin 18, Ireland, and resold by GoDaddy; mailbox data is stored in Microsoft's data centres in the European Union. Messages are kept for as long as the conversation and any resulting business relationship require, and then deleted unless statutory retention applies.

Legal basis: Art. 6(1)(b) GDPR where your message concerns a contract or pre-contractual steps, otherwise Art. 6(1)(f) GDPR (answering enquiries).

Hazelchat's own chat on hazelchat.co and in the application. The chat on our homepage, and the same agent at chat.hazelchat.co/ask that “Ask Hazelchat” in the application opens, is a Hazelchat agent that we run for ourselves, so for it we are the controller, not a processor for a customer. We do not link questions asked there to your Hazelchat account. It answers from content we have approved about Hazelchat. We process the questions you type, the answers and source passages shown, hashed technical identifiers used only to limit abuse, content-free usage events (that the chat was opened or a link was followed), and where your visit came from when you started the chat (the campaign tags in the page address, the name of the website that linked to it, the page you started on and how you opened the chat), which we use to see which of our pages and campaigns lead to conversations (Art. 6(1)(f) GDPR). Each question and up to eight passages from our approved content are sent to OpenRouter and the selected model provider as described in section 8. If you choose to leave an enquiry, we also process your name, email address and message, the permission wording you saw and the time; the enquiry is emailed to hello@hazelchat.co through Brevo (section 7) so that we can reply. Conversations and enquiries in the chat are deleted automatically after 90 days; emails in our mailbox are kept as described above. Leaving contact details is optional.

Legal basis for the chat: Art. 6(1)(f) GDPR (answering questions about our service); for an enquiry, Art. 6(1)(b) GDPR where it concerns pre-contractual steps, otherwise Art. 6(1)(f) GDPR.

5a. Emails we send to businesses

We write to a small number of businesses at a work address that the business publishes on its own website (for example hello@ or a manager's address listed there). We process the business's name and website, the contact's name and role where the website gives them, the address, the date and content of our emails and any reply. We do not buy address lists or take addresses from social networks.

We keep these records outside the Hazelchat application, in our own outreach list and in the mailboxes jp@gethazelchat.com and jan@gethazelchat.com, hosted on Microsoft 365 (Exchange Online), provided by Microsoft Ireland Operations Limited as described in section 5. If you reply "no", ask us to stop or object, we stop at once and keep only your address and the date on a suppression list, so we never write again. Otherwise we delete the records 12 months after our last email, unless we then have a customer relationship with you.

Legal basis: Art. 6(1)(f) GDPR, our legitimate interest in telling businesses about a service relevant to their website. We write only to work addresses, send at most two emails without a reply, and include a way to opt out in every email. You can object at any time by replying or by writing to the contact in section 1.

6. Customer accounts

To create an account we process your email address, a salted hash of your password (never the password itself), the times you sign in, hashed technical identifiers used only to throttle repeated sign-in attempts, and your session records. Signup and password recovery use single-use links that expire after 30 minutes; the link itself is never stored in clear text. If you create your account through Webflow (with Continue with Webflow or by installing Hazelchat from the Webflow Marketplace), Webflow tells us the name and email address of the Webflow user who approved Hazelchat; the email address becomes your account's email address in place of an emailed signup link, and we do not keep the name. You then choose a password as usual.

People you invite. If you invite someone to your workspace, we process their email address to send the invitation and, once they join, their email address, password hash, sign-in sessions and the time they were last active, in the same way as for account holders. We keep a record of who was invited, joined, left or was removed, and when, for 12 months to keep the workspace secure. An invitation that is not accepted expires after 72 hours. Members and invitations are deleted when the owner removes them, when the member leaves, or when the account is closed. The legal basis is the performance of our contract with the account owner and our legitimate interest in securing access to it (Art. 6(1)(b) and (f) GDPR).

If you enter your website on the signup page, we keep its address with your signup link (at most 30 minutes). Once your account exists, Hazelchat reads that website's public pages into your workspace, fills in your agent's details from them and asks your agent a few test questions, as if you had done these steps yourself. Nothing is published until you choose to publish it.

Inside the workspace we store what you add: imported website text, uploaded document text after you review it, approved questions and answers, appearance and action settings, published versions, and the privacy details you choose to show visitors. Uploaded original files are processed in memory and are not retained. You are responsible for the content you add and for any personal data it contains.

Product feedback. If you answer an optional question in the application, such as where else your customers ask you questions, we store your answer, any short text you add, whether you asked to be emailed when one of the options becomes available (with the version of the wording you ticked), where the question was shown and when you saw, answered or dismissed it. We use these answers only to decide what to build next, and do not share them. They are kept while your account exists, included in your workspace export and deleted when you close the account. Legal basis: Art. 6(1)(f) GDPR, our legitimate interest being to develop Hazelchat around what its customers need. If you ticked the email option, we will email you about an option that becomes available on the basis of your consent (Art. 6(1)(a) GDPR); you can withdraw it at any time by writing to hello@hazelchat.co or with the unsubscribe link in that email.

Where you came from. When you create an account we record how you reached the signup page: the campaign tags in the link you followed (such as utm_source=newsletter), the name of the website that sent you (for example chatgpt.com, never the page on it), the name of the ad network if you came from an ad (for example "meta", never the click identifier), and whether you came through the Website Question Check, Continue with Webflow or an agent we prepared for your business. hazelchat.co passes this to the signup page in the link address only; it stores nothing on your device for this. On the page where you choose your password you can also tell us how you heard about Hazelchat; that answer is optional. We use this to learn which channels bring customers and to compare how far customers from each channel get with setup, which we read from your workspace (whether content was added, an answer was tested, a version was published and the agent is live, has visitor questions or enquiries, and whether there is a subscription). We receive a daily internal email listing new accounts and the setup step each account of the last 14 days has reached, so that we can offer help. None of this is shared with analytics or advertising providers. It is kept while your account exists, included in your workspace export and deleted when you close the account. Legal basis: Art. 6(1)(f) GDPR, our legitimate interest being to understand which channels bring customers and where new customers need help.

Webflow connection. When you connect Webflow, in the console or by installing Hazelchat from the Webflow Marketplace, you approve Hazelchat in Webflow for the sites you choose, and Webflow gives us an access token for them. We store the token encrypted, never show it in the application, and use it only to read the names and addresses of those sites, to add, update or remove Hazelchat's own script on the site you pick, to publish that site when you click a publish button in Hazelchat, and, when you add that site's pages in Hazelchat, to read the text of its published pages and published CMS items so that you can choose which of them your agent answers from. For a connected Webflow site this replaces fetching the website. Through Webflow we do not read forms or form submissions. The token is deleted when you disconnect Webflow in the console (we then also ask Webflow to revoke it), when Webflow stops accepting it (for example after you remove the app in Webflow), or when you close your account. If no Hazelchat account takes up an approval within 30 minutes, for example because you did not finish creating your account, we ask Webflow to revoke the access and delete the token. Webflow, Inc. provides your Webflow account under its own terms and privacy policy; we send it only the requests described here, which contain your site's, pages' and CMS items' identifiers, the script address and your public widget key, not visitor data. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for).

AI assistants. If you connect an AI assistant such as Claude, ChatGPT or Claude Code to your workspace (Settings, AI assistants), we store the connection: the app's name and where it sends you back after you approve it, or the name you gave a key; what you allowed it to do; and when it was connected and last used. Access tokens, refresh tokens and keys are stored only as hashes. For each tool the assistant uses we record which tool it was, when, whether it worked and how much it returned, never what was asked or answered. Within the permissions you choose, your assistant receives information about your workspace when it asks for it: your agent's name, its published version, its websites and whether it is live, your answer allowance and its use, and the activity counts shown in Hazelchat. We do not store the identifiers your assistant's app sends with each request, such as ChatGPT's anonymised user or conversation ids. You can disconnect an assistant at any time in Settings. Connection records are deleted 90 days after you disconnect, tool records after 90 days, and both when you close your account. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for) and Art. 6(1)(f) GDPR for the tool records, our legitimate interest being to show you what your assistants did and to protect your workspace.

Wix connection. If you add the Hazelchat app to a Wix site, Wix opens Hazelchat's page in that site's Wix dashboard and passes it a signed reference to the installation, which tells us the installation's identifier and whether you are the site's owner. When you click Connect Hazelchat there, we create a single-use connection code (stored only as a hash, valid for 30 minutes) and show it to you there; you type it into your Hazelchat account to confirm the connection. From Wix we then read and store the installation's and the site's identifiers and the site's name and published address, and use the address as your verified website. If you buy a Hazelchat plan in Wix, we also read and store which plan it is, its billing cycle, its start and renewal dates and whether a free trial is running or auto-renewal is on, to apply the plan to your workspace; Wix handles the payment, and we receive no payment details. We use Wix's interface only to read those details again every few hours and to add, update or remove Hazelchat's two scripts (the chat with your public widget key, and the analytics counter, which Wix loads only with a visitor's analytics consent). Wix's answer to that request also contains the site owner's email address and business details; we do not store or use them. We do not read your Wix site's content, contacts, members, bookings or store through Wix, and we store no Wix access token. Removing the app in Wix, disconnecting Wix in the console or closing your account ends the connection; the stored details are deleted when the app is removed. Wix.com Ltd. provides your Wix account under its own terms and privacy policy; we send it only the requests described here, which contain the installation's identifier and your public widget key, not visitor data. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for).

Shopify connection. If you install the Hazelchat app in your Shopify store, Shopify asks you to approve read-only access to your store's policies, its Online Store pages and blog posts, and its products. We do not accept a connection approved with less. Shopify then gives us an access token and a refresh token for the store. We store both encrypted, renew them before they expire, never show them in the application and use them only for the requests described here. We also read and store the store's name, its myshopify.com address, its primary domain and Shopify's identifier for the store. During the connection, two cookies on app.hazelchat.co carry it from Shopify to your Hazelchat account, each for up to 30 minutes: a single-use value that ties Shopify's return to your browser, and a single-use connection code. We store each only as a hash. Nothing is joined to a workspace until you confirm the connection in your Hazelchat account.

Shopify provides your store under its own terms and privacy policy. We send Shopify only the requests described here. They contain identifiers of your store, its content and its products, your public widget key and our app's identifier, but no visitor data. Legal basis: Art. 6(1)(b) GDPR (providing the connection and the plan you asked for); § 25(2) no. 2 TDDDG for the two cookies of the connection step; for the record of Shopify's privacy requests, Art. 6(1)(f) GDPR, our legitimate interest being to show that we answered them.

Bókun connection. If you install the Hazelchat app from the Bókun App Store, Bókun asks you to allow Hazelchat to read your experiences, and then gives us an access token and your account's identifier. We use the token to read your account's name, store it encrypted and use it once more: when you paste the connection code we show you into your Hazelchat workspace and confirm, we read the text of your active experiences (names, descriptions, itinerary, duration, start times, meeting and pick-up places, what is and is not included, what to bring, notes for guests and cancellation rules) and store it as sources in your workspace's draft, without currency amounts. We then delete the token. We do not read prices, availability, bookings, customers or payments, and we cannot change anything in Bókun. We keep the connection (your Bókun account's identifier, name and address, and when it was connected) until you disconnect it in Hazelchat or uninstall the app in Bókun, which tells us through a signed notice. If you disconnect in Hazelchat, the sources stay in your workspace, like any text you added, until you remove them. If you uninstall the app in Bókun, we also delete the sources copied from your Bókun account: from your draft, from your live chat (as a new version of your agent without them) and from your version history, and we tell you so in Hazelchat. Answers already given in conversations keep their quotes until those conversations are deleted. The connection code and an unconfirmed installation are deleted after 30 minutes and one day. Bókun is operated by Tripadvisor; its own privacy notice applies to your Bókun account. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for).

Bookeo connection. If you connect a Bookeo account under Knowledge → Sources, Hazelchat reads, once and only after you confirm, your business's name, description and address, the names of your people categories, and the products your customers can see in Bookeo (names, descriptions, durations, group sizes and booking options). It does not read prices, availability, bookings, customers or payments, and it leaves out your phone number, email address and tax identifiers. The text becomes sources in your draft, which you review before publishing. Bookeo's access token is kept encrypted for at most 30 minutes while it waits for your confirmation, and is deleted after the copy; Hazelchat keeps no access to your Bookeo account afterwards. Disconnecting Bookeo in Hazelchat forgets the account and leaves the sources in your draft, where you can delete them like any other source. Uninstalling Hazelchat in Bookeo ends any remaining access. Bookeo does not tell Hazelchat about an uninstall, so the copied sources stay until you delete them. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for).

ServiceM8 connection. If you connect ServiceM8 under Settings, Hazelchat sends each new enquiry from your website chat to your ServiceM8 Inbox: the visitor's name, email address and message, the last question they asked and whether Hazel answered it, where the chat came from (campaign, referring site and page), and a link to the conversation in Hazelchat. ServiceM8 is your own business tool, not a service Hazelchat uses for itself; what happens to the message there is up to you and ServiceM8. Hazelchat only reads your ServiceM8 account's name and, to avoid sending an enquiry twice, Inbox messages from that visitor's email address. It does not read or change your clients, jobs, quotes, invoices or schedule, and it does not create jobs. Hazelchat keeps your ServiceM8 access encrypted while you are connected, and for each enquiry it sent, the ServiceM8 message id and the time, for 30 days. Disconnecting deletes Hazelchat's access; to remove the add-on in ServiceM8 too, switch Hazelchat off in ServiceM8's Add-on Store. Deleting an enquiry or your workspace in Hazelchat deletes what Hazelchat kept about it; messages already in your ServiceM8 Inbox stay there until you delete them in ServiceM8. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for).

Beds24 connection. If you paste a Beds24 invite code under Knowledge → Sources, Hazelchat uses it once to read your properties and room types: names, property type, address, check-in and check-out times, descriptions, location and directions, house rules and policies, room sizes, how many guests a room takes, and amenities, in one language. It does not read bookings, guests, prices, availability, payments or vouchers, and it leaves out your phone number, email address, contact names and message templates. After you confirm, the text becomes sources in your draft, which you review before publishing. If you have one property and no booking link set, the agent's booking button then opens your Beds24 booking page. The access Beds24 gives Hazelchat is kept encrypted for at most 30 minutes while it waits for your confirmation; after the copy, or if you choose Not now, Hazelchat deletes it at Beds24 and keeps no access to your account. Disconnecting Beds24 in Hazelchat forgets the account and leaves the sources in your draft, where you can delete them like any other source. You can also delete the invite code in Beds24 under Settings → Marketplace → API. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for).

Jobber connection. If you connect a Jobber account in Settings, or from Hazelchat's listing in Jobber's App Marketplace, Jobber gives us access tokens for your account; we store them encrypted and use them only to send your website enquiries to Jobber. For each new enquiry a visitor sends through your chat (not your own tests), we look in your Jobber account for a client with the visitor's email address. If there is none, we create a client with the visitor's name and email; Jobber records Hazelchat as that client's lead source. We then create a request on the client with the visitor's message, the last question they asked and whether it was answered, where the chat came from (campaign, referrer and page), and a link to the enquiry in Hazelchat. We do not send phone numbers, addresses or anything else from the chat, and we never change or delete anything else in Jobber. We read only your account's name and identifier, the clients matching the visitor's email address, and that client's latest requests when a send has to be checked again. We keep the connection (your Jobber account's identifier and name, and when it was connected) and, for 30 days, a record of each send with the Jobber client and request identifiers. Disconnecting in Hazelchat tells Jobber and deletes the tokens; disconnecting in Jobber does the same through a signed notice. Clients and requests already in Jobber stay there, under your control. Jobber is your own tool and processes this data under your agreement with Jobber; Hazelchat sends it at your request. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for); the visitor's data is sent as part of the enquiry they chose to send you.

Notion connection. If you connect Notion in Settings, Notion gives us access tokens for the pages you choose to share in Notion's own screen (usually a copy of our "Hazelchat" template); we store them encrypted and use them only to add rows to that database. The connection can read and add content, never change or delete it. For each new enquiry a visitor sends through your chat (not your own tests), we add a row with the visitor's name and email address, the time, your website, a link to the enquiry in Hazelchat, and in the row's page the visitor's message, the last question they asked and whether it was answered, and where the chat came from (campaign, referrer and page). For each question your agent could not answer from your sources, we add a row with the question, with email addresses and phone numbers removed, at most ten an hour. If you share a database of your own instead of the template, only enquiries are added there. We read only the structure of that database, the pages you shared when you connected, and our own row when a send has to be checked again. We keep the connection (your Notion workspace's name and identifier, the database's name and identifier, and when it was connected) and, for 30 days, a record of each row we added with its Notion identifier. Disconnecting in Hazelchat revokes the tokens at Notion and deletes them here. Rows already in Notion stay there, under your control. Notion is your own tool and processes this data under your agreement with Notion; Hazelchat sends it at your request. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for); the visitor's data is sent as part of the enquiry they chose to send you, and questions are sent without contact details.

Attio connection. If you connect Attio in Hazelchat (an Attio admin approves it in Attio's own screen), Attio gives us an access token for your Attio workspace; we store it encrypted and use it only to find and add people and add notes. The connection can read and add people records and notes, and read the structure of your objects; it never changes a person who is already in Attio. For each new enquiry a visitor sends through your chat (not your own tests), we look for a person with the visitor's email address in Attio; if there is none, we add one with the visitor's name and email address. We then add a note to that person with the visitor's message, the last question they asked and whether it was answered, where the chat came from (campaign, referrer and page), your website and a link to the enquiry in Hazelchat. Attio may link the person to a company from the email's domain; that is Attio's own feature. We keep the connection (your Attio workspace's name and identifiers, who approved it and when) and, for 30 days, a record of each enquiry we sent with the Attio identifiers of the person and the note. Hazelchat checks once a day that the connection still works. Disconnecting in Hazelchat revokes the token at Attio and deletes it here; to remove the app from Attio as well, uninstall it in Attio's settings. People and notes already in Attio stay there, under your control. Attio is your own tool and processes this data under your agreement with Attio; Hazelchat sends it at your request. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for); the visitor's data is sent as part of the enquiry they chose to send you.

Asana connection. If you connect Asana in Hazelchat (you allow it in Asana's own screen), Asana gives us tokens for your Asana account. We store them encrypted and use them only to list your workspaces and projects, to check the project you chose, and to add tasks to it. The connection can read workspaces, projects and tasks and add tasks. Hazelchat never changes or deletes anything in your Asana. For each new enquiry a visitor sends through your chat (not your own tests), we add one task to the project you chose, assigned to you. The task holds the visitor's name, email address and message; the last question they asked and whether it was answered; where the chat came from (campaign, referrer and page) and your website; and a link to the enquiry in Hazelchat. For each question your agent couldn't answer (at most ten an hour), we add a task with the question, with any email addresses and phone numbers removed, and a link to answer it in Hazelchat. Web addresses a visitor typed are added without "https://", so they aren't links. We keep the connection (your Asana user's identifier, not your name or email address; the chosen project's and workspace's names and identifiers; and when you connected) and, for 30 days, a record of each item we sent, with the Asana identifier of its task. Disconnecting in Hazelchat revokes the connection at Asana and deletes the tokens here. Tasks already in Asana stay there, under your control. Asana is your own tool and processes this data under your agreement with Asana; Hazelchat sends it at your request. Asana is not responsible for the privacy, security or integrity of the Asana data Hazelchat keeps (the names and identifiers above). Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for); the visitor's data is sent as part of the enquiry they chose to send you.

Zoho CRM connection. If you connect Zoho CRM in Hazelchat (you approve it in Zoho's own screen), Zoho gives us tokens for your Zoho CRM organisation; we store them encrypted and use them only to find and add Leads and add notes. The connection can add and read Leads and notes, look up a Lead by email address, and read your organisation's name and the fields of your Leads; it never changes or deletes anything already in Zoho CRM. Your data stays in the Zoho data centre your account belongs to. For each new enquiry a visitor sends through your chat (not your own tests), we look for an open Lead with the visitor's email address in Zoho CRM; if there is none, we add one with the visitor's name and email address and "Chat" as the Lead Source. We then add a note to that Lead with the visitor's message, the last question they asked and whether it was answered, where the chat came from (campaign, referrer and page), your website and a link to the enquiry in Hazelchat. Your own Zoho CRM workflows and assignment rules then run as they do for a web form. We keep the connection (your organisation's name and identifier, its data centre and when it was connected) and, for 30 days, a record of each enquiry we sent with the Zoho identifiers of the Lead and the note. Disconnecting in Hazelchat revokes our access at Zoho and deletes the tokens here. Leads and notes already in Zoho CRM stay there, under your control. Zoho CRM is your own tool and processes this data under your agreement with Zoho; Hazelchat sends it at your request. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for); the visitor's data is sent as part of the enquiry they chose to send you.

MailerLite connection. If you connect MailerLite in Hazelchat, you paste an API token you made in MailerLite; we store it encrypted, show you only its last four characters and use it only to find or create the group Hazelchat adds sign-ups to, to look up the email address of a visitor who ticked the newsletter box, to add a new subscriber and to add a subscriber to that group. While the connection is on, your chat's enquiry form shows visitors a second, optional box: "I'd also like to receive [your business]'s email newsletter. I can unsubscribe at any time with the link in each email." It is never ticked in advance, and the enquiry is sent whether or not it is ticked. We keep a record of each tick with the enquiry (when, which version of the sentence and the sentence as shown), so you can show the consent; it is deleted with the enquiry. Only for an enquiry whose box was ticked (not your own tests), we send the visitor's name, email address and the time of the tick to your MailerLite group; never the message, the conversation, where the chat came from or the visitor's IP address. A subscriber already in MailerLite is only added to the group and otherwise left unchanged; someone who unsubscribed, bounced or was marked as spam is never added again. Whether MailerLite first asks the visitor to confirm (double opt-in) is your setting in MailerLite. We keep, for 30 days, a record of each sign-up with MailerLite's subscriber number and what happened. Disconnecting in Hazelchat deletes the token here; you can also delete it in MailerLite. Subscribers already in MailerLite stay there, under your control, and deleting an enquiry in Hazelchat does not remove the subscription. MailerLite (MailerLite Limited, Ireland, for customers in the EEA, the UK and Switzerland; MailerLite, Inc., USA, elsewhere) is your own tool and processes this data under your agreement with MailerLite; Hazelchat sends it at your request. Your newsletter, its legal basis and your own privacy notice are yours. Legal basis for our part: Art. 6(1)(b) GDPR (providing the connection you asked for); the visitor's data is sent because they ticked the box.

Telegram connection. If you connect Telegram in Settings, our Telegram bot sends you, in your private chat with it: messages from visitors who ask for a person in your chat (where on your website they are, their messages and up to three earlier questions and answers in short), and the questions your agent could not answer that we would otherwise email you. We never send a visitor's name, email address or phone number to Telegram, and we remove email addresses and phone numbers from their messages first. Your replies to the bot are shown to the visitor in your chat under your business's name, or, for questions, handled as described under "Questions by email". If Workshop is on for your workspace, other messages you send the bot go to Workshop (section 8c). We keep your Telegram chat identifier and first name encrypted, the messages we exchanged with you for as long as the conversation they belong to, and, for 30 days, which of our Telegram messages belongs to which conversation or question. Disconnecting in Hazelchat, sending /stop or blocking the bot deletes the connection here. Messages already in your Telegram stay there, under your control; Telegram lets a bot delete its messages only for a short time after sending, so we can't remove them later. Telegram (Telegram Messenger Inc., British Virgin Islands; data of EEA users stored in the Netherlands) is your own messaging service and processes these messages under your agreement with Telegram; Hazelchat sends them at your request. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for).

WooCommerce shop. If your verified website runs WooCommerce and you connect its products under Products, we read the products your shop publishes from WooCommerce's public Store API on that website — the same information your shop's pages show. For each product we read its name, its address on your website, its categories, tags and description (we remove currency amounts from the description and keep at most 4,000 characters of it), its price and regular price and whether it can be bought; for a product with variations, the same for each variation and its attributes. We keep products up to your plan's product limit and read them again every six hours and, for a product that matches a visitor's question, when it was last read more than five minutes earlier. These requests contain no visitor data. We respect your website's robots.txt for them. Disconnecting your products, or closing your account, deletes them. In AI mode, the names, types, tags, options and short descriptions of products that match a visitor's request are sent to the AI service described in section 8; prices and links are not.

Orders after a chat. If you switch on order tracking for your WooCommerce shop, we show you a single-use connection code (stored only as a hash, valid for 30 minutes). When you type it into the Hazelchat plugin's settings in WordPress, your site exchanges it once for a signing secret; we store the secret encrypted, your site keeps it in its own database, and we accept order reports only if they are signed with it. From each report we keep, linked to the conversation whose reference it carries: the order number your shop shows, a hash of the order's internal id, the order's total after refunds, its currency and status (paid, partly refunded, refunded, cancelled), when we received it, and the product, variation, quantity and amount of each line that was added to the cart from the chat. We store these order details encrypted; only the hash and the times are not. We do not receive or keep your customers' names, contact details, addresses, payment or shipping methods, coupons, notes or other order lines. A report whose reference belongs to no conversation of yours, or that arrives more than 30 days after the conversation, is only counted. Switching order tracking off deletes the secret; orders already matched stay with their conversations. Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for).

From a paid checkout through your picked link that carries the reference of one of your conversations, we keep, linked to that conversation:

We store these details encrypted; only hashes of Stripe's identifiers and the times are not. We discard everything Stripe sends about who paid: names, contact details, addresses, tax IDs, payment methods and custom fields. A notice that matches none of your conversations, or arrives more than 30 days after the conversation, is only counted.

Disconnecting in Hazelchat deletes the tokens. Uninstalling the app in Stripe does too, and also ends our access in Stripe. Payments already matched stay with their conversations. This is separate from paying for Hazelchat (section 11). Legal basis: Art. 6(1)(b) GDPR (providing the connection you asked for).

Retention: account and workspace data are kept while the account exists. Closing the account removes the account, workspace, jobs, exports and recovery records immediately; encrypted backup copies expire within 30 days (section 9).

Legal basis: Art. 6(1)(b) GDPR (providing the service); Art. 6(1)(f) GDPR for sign-in throttling and other security measures.

7. Email

Signup, recovery and account emails, and the notification that a new enquiry has arrived, are sent through Brevo (Sendinblue SAS, 7 rue de Madrid, 75008 Paris, France). Brevo receives the recipient address, the message content and delivery events. What an enquiry notification contains is your choice in Settings → Data & privacy: with the visitor's details switched on, it carries the visitor's name, email address and message, the business it was left with, the last question of the conversation and whether Hazel answered it, and it is addressed so that your reply goes to the visitor; switched off, it contains a link to the enquiry in your workspace and no visitor name, email address, message or transcript. Workspaces created before 18 September 2026 start with the details switched off. Delivery, bounce and failure events are stored for 30 days after completion so that you can see whether a notification reached you.

Usage emails. We also email you about your own workspace's usage: when 80 % and when all of a period's answers are used, how many visitor questions went to your contact option after that, and, on the Free plan, a one-time summary of your agent's first week, which you can switch off in Settings → Data & privacy. These emails contain counts only (answers, unanswered questions, enquiries and questions sent to your contact option), never a visitor's question, name or email address, and point to the paid plans in Settings. You can also object to the first-week summary at any time by writing to hello@hazelchat.co. Legal basis for the first-week summary: Art. 6(1)(f) GDPR, our legitimate interest being to show you how your agent is used and which of our plans fit it; for the other usage emails Art. 6(1)(b) GDPR.

Legal basis: Art. 6(1)(b) GDPR. Brevo acts as our processor for your account emails and, for the visitor details you choose to include in enquiry notifications, as a subprocessor under the data processing agreement.

Questions by email. When your agent can't answer a visitor's question, we email you the question: at once when the visitor asked for the answer by email, and otherwise at most two a day, which you can stop with one click or in Settings → Data & privacy. With the visitor's details switched on, the email carries the question and, on plans with enquiry emails, the visitor's name and email address; switched off, it carries only a link. If you reply, Brevo receives your reply for us (at an address on reply.hazelchat.co). We check that it came from your account's address, send it to the visitor in your business's name and, unless it names the visitor, add it to your agent as an answer and publish that answer. You can undo it in your workspace. We keep the text of your reply only until it is processed, and a record without the text (time, sender address, outcome) for 30 days. Legal basis: Art. 6(1)(b) GDPR. For the visitor's question and the answer sent to them, Brevo acts as a subprocessor under the data processing agreement.

Setup emails. If you tick the box when you create your account, or turn it on under Account, we send you up to five emails over about two weeks, each with a tip for a setup step you have not taken yet. To choose the step and write the email, we read your workspace's setup progress (for example whether you have added content, tested your agent or put it on a website), when you last signed in and, once your agent is live, how many questions, answers and enquiries its visitors produced in the past seven days. We store your consent with the version of the wording you ticked and the time, and for each email whether it was sent or skipped, the figures it stated and when. We also store the setup step you are on and when you reached it, so each email waits until you have spent a few days on that step; this is deleted when you stop the emails. The emails are sent through Brevo as described above; replies reach our mailbox described in section 5. Legal basis: Art. 6(1)(a) GDPR (your consent). You can withdraw it at any time with the link in every setup email, under Account, or by writing to hello@hazelchat.co; the other emails in this section continue. The records are kept while your account exists, included in your workspace export and deleted when you close the account.

8. AI evidence selection

Hazelchat answers questions from the sources a customer has approved and published. By default a deterministic retrieval engine on our server selects passages from those sources and shows them as they appear. A customer can additionally enable an AI model, chosen from a catalogue, which selects the most relevant passages and writes a short answer from them.

When AI mode is enabled, each question (up to 1,500 characters) and up to eight retrieved passages from the customer's approved sources are sent to OpenRouter, Inc., 169 Madison Avenue, New York, NY 10016, USA, which forwards them to the selected model provider. Requests are restricted to routes the provider offers without data retention, and we deny provider-side data collection. No account details, visitor contact details or identifiers are sent; the question text contains whatever the person typed. If the business has connected a shop and shows product cards, a question that asks for a product also sends the shop's own product information to the same route: the product types, tags and options its products use, and up to ten products that our server has already matched to the question, each with its name, type, tags, options and up to 600 characters of its description, together with the earlier questions of the same conversation. Prices, stock, product links, carts and information that identifies the person asking are never sent. The model may only restate the request in the shop's own words and choose among the products it was offered, with a short reason for each; our server rejects any product it was not offered, and drops any reason that uses words, numbers or names that are not in that product's own description or that mention a price, stock or a link. Product cards, prices and links are always built by our server from the shop's data. The model's output is checked by our server: the passages it selects must match the retrieved sources exactly, and every number, price, date, name and link in the answer it writes must appear in those passages; otherwise the answer is discarded and the passages or the handoff message are shown instead. The selected passages stay attached to every answer. The assistant Workshop in your account uses the same service under the conditions in section 8c.

Transfer safeguard: standard contractual clauses approved by the European Commission (Art. 46 GDPR), as provided in OpenRouter's privacy policy and data processing agreement. Legal basis: Art. 6(1)(b) GDPR for customers who enable the feature; for visitor conversations the customer's legal basis applies (section 10).

8a. Website Question Check

When you run the free Website Question Check, we fetch up to eight public pages from the address you submit to suggest buying questions and show the passages behind the result. No account or email is required. We are the controller for this service. In source-only mode, text matching takes place on our server. In AI mode, selected page text and suggested questions are sent through OpenRouter to an eligible model provider using routes offered without data retention and with data collection disabled. No account identifiers or contact details are added to these requests; public page text may itself contain personal data. The recipients and transfer safeguards in section 8 apply.

We keep the submitted address, page titles, extracted passages and private report for up to 24 hours. These temporary records are excluded from customer backups. A host-only, secure, HTTP-only cookie gives your browser access to its reports for 24 hours; reports are not published. Hashed network and domain identifiers limit abuse and expire after at most 24 hours. Content-free per-check spending records are kept for 30 days. We retain aggregated operation totals without page addresses, questions, quotes or visitor identifiers.

If you try the agent on your report, we keep the text of the pages read for this check and the questions you ask for up to two hours (never longer than the report), only to answer your questions in that conversation. You can ask up to five questions. In AI mode, your question, your earlier questions in the same conversation and relevant page text are sent through OpenRouter under the same conditions as above. These questions are not added to any workspace, are excluded from product analytics, and are deleted when the try-out ends or expires; running another check in the same browser ends it.

If you choose to continue, a single-use page-selection handoff expires after 30 minutes. Signup links carry the selection server-side, including when you open the email on another device, for the remaining handoff lifetime. After signup, the chosen addresses remain available for review for up to another 30 minutes. Signing in to an existing account keeps the original expiry. A separate host-only cookie remembers a pending selection for up to 30 minutes. Nothing becomes workspace knowledge until you confirm a fresh read; confirmed sources then follow the workspace retention rules.

The report, entered address, page links, titles and quotes are excluded from product analytics, autocapture and screen recordings. We record content-free counts and, when you explicitly continue, the path into signup and setup. These counts are not evidence of visitor demand or attributed sales. Legal basis: Art. 6(1)(f) GDPR, our legitimate interests in providing a limited public-page check requested by the visitor, protecting the service against abuse and measuring its operation. We limit page access, retention and disclosure, keep reports private, and do not use the check to build public profiles. You can object to this processing using the contact in section 1.

8b. llms.txt generator

When you use the free llms.txt generator, we fetch your site's robots.txt, sitemap, any existing /llms.txt and up to 25 public pages from the address you submit, and read each page's title, description and main heading to build a draft file. Page text is discarded as soon as each page is read, and nothing is sent to a model provider. We keep the submitted address, the page addresses, titles, descriptions and the draft for up to 24 hours, available only to your browser through the cookie described in 8a. Edits you make to the draft stay in your browser. Abuse limits, content-free counts, the optional handoff into signup and the legal basis are as described in 8a.

8c. Workshop

Workshop is an assistant in your Hazelchat account that answers questions about your agent and proposes changes to your draft. Its reports use no AI model. When you type a message to Workshop, we send the following to OpenRouter, Inc., 169 Madison Avenue, New York, NY 10016, USA, which forwards it to the model provider we have chosen for Workshop, on routes the provider offers without data retention and with provider-side data collection denied: your message and up to six earlier messages and replies of the same Workshop session; figures our server has counted for your workspace; the questions visitors asked your agent, with their outcome and day, after we have replaced email addresses, web addresses, phone numbers and long numbers in them; passages of your sources; your draft and published settings; and your business name. We never send an enquiry's name, email address, phone number or message, your account details, IP addresses or visitor identifiers.

Our server checks the model's output: every number, date and name in a reply must come from the data we sent or from your own words, links are never accepted in a reply, and proposed changes are checked against your sources and your own messages. Nothing changes until you press Approve, and approved changes stay in your draft until you publish.

We keep your Workshop sessions (your messages, the replies, the cards and the changes proposed) for 30 days, or for your workspace's conversation retention if that is shorter. You can delete a session at any time; sessions are included in your workspace export and deleted when you close your account. Transfer safeguard and recipients as in section 8. Legal basis: Art. 6(1)(b) GDPR for your messages; for visitor questions the business's legal basis applies (section 10).

8d. Agents we prepare for businesses

Before writing to a business (section 5a), we may build a preview of a Hazelchat agent from its public website. We read up to 40 public pages that the website's robots.txt allows, take the business name, accent colour and logo the website declares, and test the agent with ten questions written from those pages. In AI mode, page text and the test questions are sent through OpenRouter to an eligible model provider as described in sections 8 and 8a. Public page text may itself contain personal data, such as staff names on an "About" page.

The preview is reachable only through a private link that we send to the business. It is not listed, not indexed and not connected to the business's website. Anyone who opens the link can ask the preview questions; we keep those questions and the answers for up to two hours, only to answer in that conversation, and never add them to the agent. We record when the link was first opened, how often it was opened and how many questions were asked, without recording who asked or their network address beyond hashed identifiers used to limit abuse.

The business can delete the preview at once with Delete this preview on the page. If nobody makes it theirs, we delete it 30 days after we prepared it. If someone creates a Hazelchat account from the link, the agent becomes that account's workspace and section 6 applies from then on. We keep a record without page text (the website address, dates, counts and outcome) for six months to judge whether these previews are useful, then delete it.

Legal basis: Art. 6(1)(f) GDPR, our legitimate interest in showing a business a working example of our service built from its own public information. We read only public pages that the website lets us read, show the preview only to the business we write to, keep it for a short time and let the business delete it in one click. You can object using the contact in section 1.

8e. AI answer check

When you run the free AI answer check, we fetch up to 25 public pages from the address you submit, under the same rules as the Website Question Check (section 8a). We suggest up to five questions a customer might ask about the business, and send each one, naming the business and its website, to AI models from OpenAI, Google and Perplexity, through OpenRouter. Each model searches the web to answer, through the search service its provider uses. These requests contain the business's name, its website address and the questions. They contain nothing about you: no account identifiers, contact details or network address. They use routes offered without data retention and with data collection disabled. The search services process the questions under their own terms.

To check the answers, we send the answers and the text of the pages read through OpenRouter to an eligible model provider, under the same conditions as in section 8a. Public page text and the models' answers may themselves contain personal data, such as a staff member's name.

We keep the submitted address, the questions, the models' answers, the addresses they cite, the page titles and the quoted extracts for up to 24 hours. Your browser reaches them through the cookie described in section 8a. Reports are not published. If someone checks the same website within those 24 hours, we show them the same answers instead of asking the models again; the answers contain nothing about you. Abuse limits, content-free counts, the optional handoff into signup, exclusion from product analytics and the legal basis are as described in section 8a.

9. Backups, recovery and monitoring

We take an encrypted backup of the application database once a day. Backups are encrypted on our server before upload, with a key the storage provider does not hold, and stored in a Backblaze B2 bucket in the European Union (EU Central region, Amsterdam, Netherlands). Backblaze, Inc., 201 Baldwin Avenue, San Mateo, CA 94401, USA, operates the storage. Backup copies are kept for at most 30 days. A separate record of deletions is kept so that data you have deleted is deleted again automatically if an older backup ever has to be restored. Transfer safeguard: standard contractual clauses in Backblaze's data processing addendum; in addition, the archives are encrypted before upload with a key Backblaze does not hold, so it cannot read them.

Availability is monitored by Better Stack, Inc. (a Delaware corporation, USA, which processes its data primarily in the European Union), which requests our public pages from its own network and receives content-free heartbeat signals from our server. It receives no account, workspace or visitor content.

Legal basis: Art. 6(1)(f) GDPR (protecting the service and your data against loss and outages).

10. Talking to a Hazelchat chat on a customer's website or shared page

When you use the chat on a business's website, that business is the controller. Its own privacy notice is shown in the chat before you send your first message. Hazelchat runs no product analytics or screen recording in that chat. Hazelchat processes the following on the business's behalf and instructions, under a data processing agreement:

Chats started by software. If a chat on a business's website is started by software that does not send the Origin header every browser sends, or whose request names a known AI agent product (for example "ChatGPT-User"), the conversation carries the note "AI agent (reported, not verified)" and, where the request named a known product, that product's name. The note is taken from the request itself, nothing else is collected for it, and it is kept as long as the conversation.

When an AI agent asks for you. If an AI agent you use asks a business's Hazelchat chat a question through the business's agent address, the business is the controller, as for its website chat, and Hazelchat processes on its behalf: the question, with email addresses and phone numbers removed before it is answered or stored; the answer, the sources shown and the published version; a note that the question came from an AI agent and, if the agent's request named its product (for example "ChatGPT-User"), that product's name, which we do not verify. Every answer returns the business's privacy notice. Hazelchat does not decide which agent you use and does not receive anything from it except the question.

On most websites the chat runs in a separate frame from app.hazelchat.co. On Webflow sites that add Hazelchat through the Webflow app, the chat runs directly in the website's page and sends your questions and any enquiry from there to app.hazelchat.co; other scripts that the business runs on its own page could technically observe what is shown and typed there, as with any other content of that page.

On Shopify stores that add Hazelchat through the Hazelchat Shopify app, the store's pages load the chat's launcher script from app.hazelchat.co (section 3). The chat runs in a separate frame from app.hazelchat.co. Where the store's page offers Shopify's consent interface, the chat loads with the page only while that interface reports that you allow preferences processing. Otherwise only the chat's button appears, drawn by the launcher script, and the chat loads when you click it; such a chat keeps no reference to your conversation across pages and shows no opener messages. If you withdraw your consent while the chat is loaded, it closes, forgets the conversation, and only the button remains. Before showing the button, the launcher script asks our server whether the chat is available for the store's website; this request carries only the website's address. The usage events listed above are recorded only while the interface reports that you allow analytics processing. Shopify gives these answers according to the store's consent settings for your region. The chat there offers no enquiry form; its handoff points to the contact option the business configured. If the business shows its products, an answer can include up to three product cards with a product's name, price, availability and a link to its page in the store. Our server builds them from the store's product data; your question is not sent to Shopify.

A product card can carry an Add to cart button. If you click it, the launcher script on the store's page adds one of that product to your cart in the store, through the store's own cart, and the chat stays open (View cart opens the store's cart page); the store's cart and checkout are Shopify's and the business's, and we never read them. We record only that the button was clicked (see the usage events above). On the business's shared chat page the same button reads Buy now and opens the store's checkout with that product in a new tab.

On WooCommerce shops whose Hazelchat WordPress plugin reports the shop, a product card can carry an Add to cart button. If you click it, the launcher script on the shop's page adds one of that product to your cart in the shop, through WooCommerce's own cart, and the chat stays open (View cart opens the shop's cart page); the shop's cart and checkout are WooCommerce's and the business's, and we never read them. On the business's shared chat page, or where the shop's page does not say it is a WooCommerce shop, the same button opens the shop's own add-to-cart address in a new tab. We record only that the button was clicked (see the usage events above).

Conversations and enquiries are kept for the period the business configures, by default 90 days, and are then deleted automatically. Leaving contact details is always optional; you can ask questions without an enquiry. To exercise your rights over these records, contact the business named in its notice. We support businesses in answering such requests and will forward requests that reach us directly.

A business may also offer its chat as a page at chat.hazelchat.co, for example through a link or a QR code. The same applies there: the business is the controller, its own privacy notice is shown in the chat before your first message, and Hazelchat hosts the page and processes the data listed above on the business's behalf and instructions. The page sets no cookies, runs no analytics or screen recording, and is not shown to search engines. If the link you followed carried campaign tags, or another website linked to it, those tags and that website's name are kept with your conversation as described above. Its usage events are limited to an offered link being followed. The page names the website the business has verified with us; if you think a page impersonates a business, use “Report this page” on the page or write to hello@hazelchat.co.

11. Payments

Paid subscriptions are processed by Stripe. For an account in Germany the Stripe agreement and data processing agreement are with Stripe Payments Europe, Limited, Ireland; regulated payment services may also involve Stripe Technology Europe, Limited and the payment networks and banks needed to complete the transaction. Checkout is hosted by Stripe. We send Stripe the Hazelchat account and workspace identifiers, account email, selected plan, billing interval, currency and order description. Stripe receives the name, business name, billing address, tax identifier, payment method details, IP address, device and transaction information entered or generated during Checkout. Card details are entered directly into Stripe and are not stored by Hazelchat.

We receive and store the Stripe customer and subscription identifiers, plan, currency, subscription and invoice status, billing period, trial dates, tax-ID status and limited payment details such as payment method type and last four digits where Stripe provides them. We use these records to perform the contract, grant plan entitlements, issue and reconcile invoices, prevent fraud, handle payment failures, refunds and disputes, and meet accounting and tax obligations. Billing and invoice records are kept for the statutory commercial and tax retention periods; Stripe retains data under its own legal obligations and published policies.

Legal basis: Art. 6(1)(b) GDPR for Checkout, subscription administration and payment; Art. 6(1)(c) for accounting, tax and regulatory records; and Art. 6(1)(f) for payment security, fraud prevention and dispute handling. Stripe acts as a processor for some services and as an independent controller for regulated payment, fraud-prevention and legal-compliance purposes under its services agreement and data processing agreement. Transfers and safeguards follow those agreements, including the EU-US Data Privacy Framework and standard contractual clauses where applicable.

12. Recipients and transfers

RecipientRoleLocationWhat it receives
netcup GmbHHostingGermanyAll data on the server. The server disk is not encrypted at rest; physical and access security are the provider's; backups are encrypted before they leave the server
Brevo (Sendinblue SAS)Transactional emailFranceRecipient address, email content, delivery events; a visitor's name, email address and message, and where the conversation came from, only when the business includes them in its enquiry notifications
Tools a business connects itself, for example Zapier, Inc., Make (Celonis, Inc.), n8n (n8n GmbH, Germany, for n8n Cloud, or the business's own n8n server) or Activepieces (Activepieces Inc., for Activepieces Cloud, or the business's own Activepieces server), an AI assistant such as Claude (Anthropic) or ChatGPT (OpenAI), or its booking provider such as Cal.com or Calendly, or its shop (for example WooCommerce on its own website), or its own Stripe account for payment linksThe business's own tools, chosen and contracted by the business, not by HazelchatZapier: USA, EU–US Data Privacy Framework and standard contractual clauses; Make: the EU (Ireland) or the USA, depending on the region of the business's Make account, under Make's own terms and data processing agreement with the business; n8n Cloud: the European Union (Microsoft Azure); the business's own n8n server: wherever the business runs it; Activepieces Cloud: under Activepieces' own terms with the business; the business's own Activepieces server: wherever the business runs it; AI assistants: where the business's provider processes data, for example the USA, under the business's agreement with it; Stripe: under the business's own agreement with StripeOnly if the business connects them: each new enquiry's name, email address, message, website, last question, whether it was answered, where the conversation came from (when it was recorded), the time and a link to the enquiry in the business's account; Zapier, Make, n8n or Activepieces, if the business turns this on: each question Hazel could not answer, with email addresses and phone numbers removed, with its time, the website and a link to the business's account, at most ten an hour; when the business's Zap, scenario, workflow or flow searches by email address, the same enquiry details for that address; the business decides where Zapier, Make, n8n or Activepieces sends it next; AI assistant: only when the business's assistant asks for it: counts of conversations, answers, enquiries and confirmed bookings; visitor questions with email addresses and phone numbers removed, with Hazel's answers and the quoted passages; enquiry messages with contact details removed, or, if the business allowed contact details for that assistant and includes visitor details, the name, email address and message; booking provider: receives nothing from Hazelchat; it receives the conversation reference in the link you choose to follow, and sends Hazelchat a notice that a booking was made, cancelled or moved; shop: receives nothing from Hazelchat; it receives the conversation reference with the Add to cart you choose, and, where the business switched on order tracking, sends Hazelchat a report of orders that include a product added from the chat; Stripe account: receives nothing from Hazelchat; it receives the conversation reference in the payment link you choose to follow, and sends Hazelchat a notice of payments and refunds through that link
Zapier, Inc., templates shown when you ask for them (section 4)Provider of the templates you choose to see; responsible for its own processingUSA, EU–US Data Privacy FrameworkOnly after you click “Show Zapier templates”: your IP address, browser details, screen size, the address of the page showing the templates and a random browser identifier; nothing about your account, workspace, conversations or enquiries
Backblaze, Inc.Encrypted backup storageEU data center; US companyEncrypted backup archives only
OpenRouter, Inc. and the selected model providerAI evidence selection (if enabled by the customer); public Website Question Check (in AI mode); Workshop, when an account holder sends it a message; public AI answer check (questions about a business to OpenAI, Google and Perplexity models with web search, and checking of their answers)USA / depends on modelQuestion text and retrieved source passages; for Workshop also the account holder's messages, redacted visitor questions with their outcome, counts, source passages and draft settings (never enquiry contact details)
Better Stack, Inc.Availability monitoringEU (processing); US companyPublic page responses, heartbeat signals
OpenAIMeasuring our ads in ChatGPT (only with your consent)USA; safeguards in OpenAI's data processing addendum for its advertising measurement toolsPages viewed on hazelchat.co, the ad and browser references, IP address and browser details; for signups, finished accounts and Checkout starts the hashed email address and account number and, for paid subscriptions, the plan and amount
Meta Platforms Ireland Limited (joint controller for the pixel)Measuring our ads on Facebook and Instagram and showing them to visitors (only with your consent)Ireland; Meta Platforms, Inc., USA, EU–US Data Privacy FrameworkPages viewed on hazelchat.co, the referring page, IP address, browser details, the _fbp/_fbc identifiers and Meta's own cookies; for signups, finished accounts and Checkout starts the hashed email address and account number and the plan, and for paid subscriptions the amount
PostHog, Inc.Product analytics and session replay (with your consent; counting without cookies otherwise)EU (Frankfurt) storage; US company, EU–US Data Privacy Framework and standard contractual clausesPage views, clicks, page performance and errors, a pseudonymous identifier; with consent also approximate location and masked screen recordings; for signed-in users who accepted, the internal account number
Microsoft Ireland Operations Limited (Microsoft 365, resold by GoDaddy)Mailbox for hello@hazelchat.coIreland; EU data centresEmails you send us and enquiries left in our homepage chat
Stripe Payments Europe, Limited and applicable Stripe affiliates, payment networks and banksCheckout, subscription billing, invoicing, payment security and fraud preventionIreland and other locations under Stripe's transfer safeguardsAccount email and identifiers, selected plan, billing name and address, tax ID, payment method and transaction data

Where a recipient is outside the European Economic Area, we rely on the safeguard named in the relevant section above. We do not sell personal data.

13. How long we keep data

DataRetention
Account, password hash, verified emailWhile the account exists
Setup-email consent and the record of each setup emailWhile the account exists
Signup source and your answer to “How did you hear about Hazelchat?”While the account exists
Zapier’s identifiers zapier.visitor_id and zapier.is_logged_in in your browser’s storage for hazelchat.coUntil you clear the site data for hazelchat.co; we do not receive them. What Zapier keeps is set by its privacy statement
Meta pixel cookies _fbp, _fbc on your deviceUp to 90 days, or until you decline advertising
Meta and OpenAI ad identifiers stored with your signup link and accountUp to 60 days after signup, or until you decline advertising
Sessions7 days, or 24 hours of inactivity
Conversation reference in the chat window's session storage on a customer's websiteUntil the tab is closed, a new conversation is started or the key expires (at most 24 hours)
Signup and recovery links30 minutes
Webflow approvals that no account has taken up yet (the encrypted Webflow access token)30 minutes; then revoked at Webflow and deleted
Wix connection codes30 minutes, or until used
Wix installation details (identifiers, site name and published address, and the plan bought in Wix)Until the app is removed from the Wix site
Shopify connection cookies and codes30 minutes, or until used
Shopify installation details (store name and addresses, Shopify's identifier for the store, encrypted tokens)While the app is installed; the tokens are deleted at once when it is uninstalled, the other details with the store's data (next rows), or at once if the store was never connected
Products read from a connected Shopify storeWhile the store is connected; deleted at once when you disconnect it, uninstall the app or close your account
Sources, conversations and enquiries from a Shopify store's websitesAs for other workspace content and conversations; erased about 48 hours, and at most 10 days, after the app is uninstalled
Identifiers of Shopify's notices7 days
Record of Shopify's privacy requests (type, store, time, hash of the content, outcome)Three years from receipt, then deleted
Order tracking connection codes30 minutes, or until used
A shop's order tracking signing secret (encrypted)Until order tracking is switched off, the products are disconnected or the account is closed
Products read from a WooCommerce shop's websiteWhile the products are connected; deleted at once when you disconnect them or close your account
Orders after a chat (order number, total, currency, status and the lines added from the chat, encrypted; hash of the order id; times)As long as their conversation
The count of reports that matched no conversationUntil order tracking is switched off
Stripe connection (account ID and access tokens, encrypted)Until you disconnect, uninstall the app in Stripe or close your account
A one-time Stripe connection state10 minutes, or until used
Payments after a chat (Stripe's checkout reference, link, product name, amount, currency and status, encrypted; hashes; times)As long as their conversation
Identifiers of Stripe notices already handled (hashed)4 days
The count of payments that matched no conversationUntil you disconnect Stripe
Workspace content and published versionsWhile the account exists, or until the customer deletes them
Visitor conversations (including where the visit came from) and enquiriesConfigured by the customer; default 90 days
Telegram connection (encrypted chat identifier and first name)Until you disconnect, send /stop, block the bot or close the account
Live chat messages between a visitor and the teamAs the conversation they belong to
Which Telegram message belongs to which conversation or question30 days
Reply addresses for questions emailed to owners30 days
Owners' email replies to those questionsThe text until it is processed (normally seconds); a record without the text for 30 days
Answers added from an owner's reply, with the question they answerAs other workspace sources, until the owner removes them or closes the account
Questions AI agents asked through a business's agent addressAs for the business's conversations (90 days unless the business set another period)
Website Question Check private reports and technical abuse identifiersUp to 24 hours; temporary report database excluded from backups
Website Question Check try-out: page text and your questionsUp to two hours, never longer than the report; excluded from backups
AI answer check: submitted address, questions, models' answers, cited addresses, page titles and quoted extracts24 hours; excluded from backups
AI answer check: page textOnly while the check runs
Outreach records about a business contact (name, role, work address, emails and replies)12 months after our last email, unless a customer relationship follows; after an objection only the address and date, on a suppression list
A prepared agent's pages, look and test questionsUntil deleted with Delete this preview, or 30 days after it was prepared; if someone makes it theirs, as for other workspace content
Questions asked in a prepared agent's preview2 hours
Record of a prepared agent without page text (website address, dates, counts, outcome)6 months
llms.txt generator draftsUp to 24 hours; temporary report database excluded from backups
Check-to-signup page selections and pending selection cookie30 minutes; after verified signup, page review is available for up to another 30 minutes
Import staging7 days after completion
Exports generated by a customer24 hours
Words typed into the application's search that found nothing (without account or workspace)180 days
Daily visit totals of hazelchat.co (page, campaign tags, ad network name, referring domain; no address, browser or account)400 days
AI assistant connectionsUntil disconnected, then 90 days
AI assistant tool records90 days
Operational logs, audit and notification metadata30 days
Encrypted backups30 days
Product analytics screen recordings30 days
Other product analytics eventsPostHog's retention for our plan, currently one year; earlier on request
Cookie that remembers your analytics and ad measurement choice; PostHog identifier cookie and browser storageUp to one year; session storage until the tab is closed
OpenAI ads pixel cookies (with consent)Ad reference up to 30 days; browser reference up to one year
Ad and browser references kept with a signup link or account (with consent)60 days after the signup link was requested
Subscription, invoice and payment recordsFor the applicable statutory commercial and tax retention periods
Workshop sessions (your messages, replies, cards with references to visitor messages, proposed changes)30 days, or the workspace's conversation retention if shorter; deletable by you at any time; deleted when the account is closed

14. Your rights

Under the GDPR you can ask for access to your personal data (Art. 15), rectification (Art. 16), erasure (Art. 17), restriction of processing (Art. 18), data portability (Art. 20), and you can object to processing based on legitimate interests (Art. 21). Where processing relies on consent, you can withdraw it at any time with effect for the future (Art. 7(3)). Account holders can export their workspace and close their account in Settings without contacting us.

Contact for requests: hello@hazelchat.co. You also have the right to lodge a complaint with a supervisory authority, in particular in the member state of your residence, workplace or the place of the alleged infringement. The German supervisory authorities are listed by the Federal Commissioner for Data Protection and Freedom of Information at bfdi.bund.de.

15. Security

Connections use HTTPS. Passwords are stored as salted scrypt hashes. Access to the server is limited to key-based administration. Backups are encrypted before they leave the server. Uploaded documents are parsed in an isolated environment without network access. No measure is absolute; if a personal data breach affects you, we will inform you as the law requires.

16. Automated decisions and changes

We make no automated decisions with legal or similarly significant effect. We will update this notice when our processing changes and show the date of the latest version at the top.