Privacy Policy

There are two layers of data to keep in mind:

• Customer data - the information you provide as a Uaask account holder. We are the controller of this data.
• Shopper conversation data - the messages and any personal information shoppers enter into the chat agent on your store. You are the controller of this data; we process it on your behalf to run the agent and generate responses.

Because you control the shopper conversations collected through your agent, you are responsible for having your own privacy notice on your store and for telling shoppers how their chat data is used.

From customers (you):

• Account details - name, email address, business name, and login credentials.
• Billing information - subscription plan and payment records. Card details are collected and stored by our payment processor (Stripe), not by us.
• Training content - the products, pages, FAQs, and policies you upload or connect so we can train your agent. This may incidentally contain personal information if you include it.
• Usage and technical data - log data, IP address, device and browser information, and how you interact with the dashboard.

From shoppers (via the chat agent):

• The messages a shopper types into the chat widget and the responses generated.
• Any personal information a shopper voluntarily includes in a message (for example a name, email, or order number).
• Technical metadata such as IP address, approximate location, timestamps, and the page the widget was used on, used for security, abuse prevention (including Cloudflare Turnstile), and analytics.

Please do not configure the agent to request, and shoppers should not submit, sensitive information (such as health, financial account, or government identifier details) through the chat. We do not intend the chat agent to collect sensitive information.

When a shopper sends a message, we assemble the relevant parts of your training content together with the shopper's message and send them to an AI model provider (see below) to generate a response. Specifically:

• Shopper messages and relevant excerpts of your training content are transmitted to our AI model providers to produce each answer.
• Conversations are stored so you can review chat logs and improve your agent's content and settings.
• We may use de-identified, aggregated conversation data to monitor quality, debug, and improve the Uaask service.
• We do not sell personal information, and we do not use your training content or shopper conversations to train our own or third parties' foundational AI models.

Uaask routes AI requests through OpenRouter, which forwards them to the underlying model provider (for example, OpenAI) that generates the response. This means the content of a prompt - the shopper's message plus the relevant training excerpts - is processed by these providers to return an answer. We select providers that offer appropriate data handling commitments and, where available, request that prompt data is not retained beyond what is needed to serve the request or is not used to train their models. Providers may retain limited data briefly for abuse monitoring under their own terms.

• To provide, operate, and maintain the Uaask service and your chat agents.
• To generate AI responses to shopper questions.
• To process payments and manage your subscription.
• To provide support, respond to enquiries, and send service and account communications.
• To secure the service, prevent fraud and abuse, and enforce our Terms.
• To analyse and improve the service using aggregated and de-identified data.
• To comply with legal obligations.

We share personal information only with service providers that help us run Uaask, and only as needed. These include:

• AI model providers via OpenRouter - to generate chat responses.
• Stripe - to process subscription payments.
• Cloudflare - for content delivery, security, bot/abuse protection (Turnstile), and storage of uploaded files.
• Email and infrastructure providers - to deliver transactional emails and host the service.

We may also disclose information where required by law, to protect our rights or the safety of others, or as part of a business transfer. We require our providers to protect personal information consistently with this policy.

Some of our service providers (including AI model providers and infrastructure services) are located, or process data, outside Australia - for example in the United States. By using Uaask, you acknowledge that personal information may be transferred to and processed in these countries. We take reasonable steps to ensure overseas recipients handle personal information consistently with the APPs.

We retain personal information for as long as needed to provide the service and for legitimate business and legal purposes. Chat logs and training content are retained while your account is active. After you close your account, or on request, we delete or de-identify data within a reasonable period, unless we are required to keep it (for example, billing records for tax purposes).

We use reasonable technical and organisational measures to protect personal information, including encryption in transit, access controls, and reputable infrastructure providers. No system is completely secure, however, and we cannot guarantee absolute security. If a data breach likely to cause serious harm occurs, we will respond in line with the Notifiable Data Breaches scheme.

Our website and dashboard use cookies and similar technologies for authentication, security, and to remember your preferences. The chat widget uses limited storage and identifiers needed to maintain a conversation session and protect against abuse. You can control cookies through your browser, though some features may not work without them.

Subject to the Privacy Act and applicable law, you may request to access or correct the personal information we hold about you. Shoppers who have interacted with an agent should direct access, correction, or deletion requests to the store operator (our customer) as controller of that conversation data; we will assist our customers in responding.

To make a request or ask a privacy question, contact us at [email protected]. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Uaask is intended for use by businesses and is not directed at children. We do not knowingly collect personal information from children through our service.

We may update this Privacy Policy from time to time. We will post the updated version with a new "last updated" date and, for material changes, take reasonable steps to notify you.