Privacy Policy

We collect information you provide directly, such as your name, work email address, company name, account credentials, billing details, support requests, and other information you choose to send to us.

If you use Vurp as part of a customer account, we may process information placed in the workspace by that customer. This can include visitor names, email addresses, profile fields, conversation messages, attachments, event data, page views, device information, and other content configured by the customer.

We also collect technical and usage information about how you access the service, including IP address, browser type, operating system, approximate location derived from IP address, device identifiers, login events, pages or screens viewed, actions taken, referral URLs, and error or diagnostic information.

We may receive information from integrations, authentication providers, analytics providers, advertising partners, and other services connected to Vurp. The information we receive depends on the integration and the permissions granted by you or the customer account administrator.

Vurp is designed to help businesses communicate with their customers. When a business deploys a Vurp chat, inbox, help center, or messaging feature, the business may provide us with conversation content and related customer information so that we can deliver those features.

Conversation data may include messages sent by visitors and agents, contact details, support history, internal notes, tags, routing information, satisfaction responses, attachments, and records of actions taken in the workspace. The business that operates the chat is responsible for determining what it collects and for providing any notices required by law.

We process customer content only to provide, secure, maintain, troubleshoot, and improve the contracted service, or as otherwise instructed by the customer or permitted by applicable law. We do not sell customer conversation content.

We use personal information to create and administer accounts, provide livechat and messaging features, route and store conversations, authenticate users, process payments, respond to support requests, and communicate with customers about the service.

We use information to monitor performance, detect abuse, investigate security incidents, prevent fraud, debug errors, enforce our terms, and protect Vurp, our customers, and other people.

We may use aggregated or de-identified information to understand how the service is used, measure product performance, plan improvements, and develop new features. We take reasonable steps to prevent this information from identifying an individual.

We may send product, service, or marketing communications where allowed by law. You can opt out of non-essential marketing messages at any time by using the unsubscribe link or contacting us. You may still receive operational messages about your account or the service.

Where data protection law requires a legal basis, we may process personal information because it is necessary to perform a contract, comply with a legal obligation, protect vital interests, pursue legitimate interests, or because you have given consent.

Our legitimate interests may include operating and securing the service, improving customer support, communicating with business users, preventing misuse, and understanding product performance. We balance these interests against the rights and expectations of the people whose information we process.

When Vurp processes information on behalf of a customer, the customer is generally responsible for identifying the appropriate legal basis and responding to requests from its users. We provide assistance as required by our agreement and applicable law.

Vurp and our service providers may use cookies, software development kits, pixels, local storage, and similar technologies on our websites and in the service.

These technologies help us keep you signed in, remember preferences, understand site and product usage, measure communications, protect the service, and support relevant marketing where permitted. Some are necessary for the service and cannot be disabled through our settings.

You can control certain cookies through your browser settings or any consent tool we make available. Blocking some cookies may affect site functionality. When Vurp provides a chat or messaging feature on behalf of a customer, that customer may control additional technologies used through its own implementation.

We may share information with vendors that provide hosting, cloud storage, communications, customer support, analytics, payment processing, security, fraud prevention, and other services needed to operate Vurp.

These providers may process information only for the purposes we specify and must protect it under contractual or other safeguards. We may also share information with professional advisers, auditors, insurers, regulators, law enforcement, or other parties when required by law or reasonably necessary to protect rights, safety, or the service.

If Vurp is involved in a merger, acquisition, financing, reorganisation, bankruptcy, or sale of assets, information may be transferred as part of that transaction. We will use reasonable measures to protect information during such a change.

Vurp may let you connect third-party tools such as identity providers, communication tools, customer relationship systems, analytics services, or other business applications. An integration may send information to or receive information from that third party according to your configuration.

Third-party services have their own terms and privacy policies. Vurp is not responsible for the privacy or security practices of a service that you choose to connect, except to the extent required by law or our agreement with you.

We may use subprocessors to process customer data on our behalf. We will maintain a current list or other disclosure of relevant subprocessors where required by our customer agreement. Customers may have additional rights relating to notice or objection under a data processing agreement.

Vurp and our service providers may process information in countries other than the country where you live or where your company is established. Those countries may have data protection rules that differ from your local law.

When required, we use appropriate safeguards for cross-border transfers, which may include an adequacy decision, standard contractual clauses, contractual protections, or another lawful transfer mechanism. Customers that control end-user data should assess whether their own notices and arrangements meet the requirements that apply to them.

We retain personal information for as long as needed to provide the service, maintain business and transaction records, resolve disputes, enforce agreements, meet legal obligations, and protect our rights.

For customer content, retention is primarily controlled by the customer account and the applicable order or data processing agreement. When a customer account is closed, we may delete or return customer content according to the agreed process, subject to backup cycles, legal holds, security records, and other lawful retention needs.

Information that is no longer needed may be securely deleted, anonymised, or aggregated. Backup copies may remain for a limited period before they are overwritten through our normal backup processes.

We use technical, organisational, and administrative measures designed to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access.

Security measures may include access controls, authentication, encryption in transit, monitoring, logging, vulnerability management, backups, incident response procedures, and employee confidentiality obligations. No internet service can be guaranteed to be completely secure.

If you believe that your account or information has been compromised, contact us promptly through the support channel available in your Vurp account. Customers should also notify their own users where required by applicable law.

Some Vurp features may use machine learning or generative AI to help classify conversations, suggest replies, summarise information, retrieve relevant content, or support other workflow features.

AI-assisted output may be incomplete, inaccurate, or inappropriate for a particular situation. You are responsible for reviewing output before relying on it, especially where a response could affect a person's rights, access, payment, health, safety, or other important interest.

Vurp will use AI-related data only as described in the applicable service terms, product documentation, order form, or customer agreement. Customers are responsible for configuring AI features appropriately and providing any notices or obtaining any permissions required for their use.

Depending on where you live, you may have rights to access, correct, delete, restrict, object to, or receive a copy of personal information, and to withdraw consent where processing is based on consent. You may also have the right to complain to a data protection authority.

If Vurp processes your information for a business customer, send your request to that business first. We may forward a request to the relevant customer or ask you to identify the customer account so that we can respond accurately.

If Vurp is responsible for the processing, contact us through the support channel available in your account or the contact method published on the Vurp website. We may need to verify your identity before completing a request. We will not discriminate against you for exercising a privacy right.

Vurp is intended for business and professional use and is not directed to children. We do not knowingly collect personal information directly from children in violation of applicable law. If you believe a child has provided personal information to Vurp, contact us so that we can review and take appropriate action.

We may update this Privacy Policy when our services, practices, or legal obligations change. When an update is material, we will take reasonable steps to provide notice. The effective date at the top of this page shows when the current version took effect.

If you have questions about this Privacy Policy or how Vurp handles personal information, contact us through the support channel available in your account or the contact method published on the Vurp website.