Privacy Policy

1. Introduction

Welcome to Turna Support ("we," "our," or "us"). We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered customer support widget and related services (collectively, the "Service").

By using Turna Support, you agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, please do not use our Service.

2. Definitions

• "Customer" refers to the organization or individual that integrates our widget into their website.
• "End User" refers to individuals who interact with the Turna Support widget on a Customer's website.
• "Personal Data" means any information relating to an identified or identifiable individual.
• "Widget" refers to our embeddable chat interface that Customers can integrate into their websites.

3. Information We Collect

3.1 Information from Customers

When you register for a Turna Support account, we collect:

• Account information (name, email address, organization name)
• Payment information (processed securely through PayPal)
• Business information (website URL, industry, company size)
• Authentication data (via Clerk authentication service)
• Usage data (feature usage, settings, configurations)

3.2 Information from End Users

When End Users interact with the widget on a Customer's website, we collect:

• Chat conversation data (messages, timestamps)
• Device information (browser type, operating system, device type)
• Technical data (IP address, session ID, widget interactions)
• Any information voluntarily provided during conversations
• Voice data (if voice features are enabled by the Customer)

3.3 Automatically Collected Information

• Log data (access times, pages viewed, errors)
• Analytics data (usage patterns, feature adoption)
• Performance metrics (response times, system health)
• Cookies and similar tracking technologies

4. How We Use Your Information

4.1 For Customers

We use Customer information to:

• Provide and maintain the Service
• Process payments and manage subscriptions
• Send service updates and important notifications
• Provide customer support and respond to inquiries
• Improve and optimize our Service
• Detect and prevent fraud or abuse
• Comply with legal obligations

4.2 For End Users

We use End User information to:

• Provide AI-powered customer support responses
• Improve the accuracy and quality of AI responses
• Analyze conversation patterns to enhance the Service
• Generate analytics and insights for Customers
• Ensure system security and prevent abuse

5. AI Processing and Machine Learning

Turna Support uses artificial intelligence and machine learning technologies to provide automated customer support. Here's how we handle your data in relation to AI:

• Conversation Processing: End User conversations are processed by our AI models to generate relevant responses.
• Training Data: We may use aggregated and anonymized conversation data to improve our AI models. Individual conversations are not used for training without explicit consent.
• Third-Party AI Services: We use Anthropic's Claude AI service for natural language processing. Data sent to third-party AI services is subject to their respective privacy policies.
• Data Retention: Conversation data used for AI processing is retained according to our data retention policies outlined below.

6. Information Sharing and Disclosure

We do not sell your personal information. We may share information in the following circumstances:

6.1 With Customers

End User conversation data is accessible to the Customer on whose website the widget is embedded. Customers are responsible for their own use of this data in accordance with applicable privacy laws.

6.2 Service Providers

We share information with trusted service providers who assist us in operating our Service:

• Convex (database and backend services)
• Clerk (authentication services)
• PayPal (payment processing)
• Anthropic (AI/ML services)
• Vapi (voice integration services)
• Cloud hosting providers

6.3 Legal Requirements

We may disclose information if required to do so by law or in response to valid requests by public authorities.

6.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred. We will notify you before your information is transferred and becomes subject to a different privacy policy.

7. Data Security

We implement appropriate technical and organizational security measures to protect your information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of data in transit using SSL/TLS
• Encryption of data at rest
• Regular security assessments and updates
• Access controls and authentication mechanisms
• Secure payment processing through PCI-compliant providers
• Employee training on data protection practices

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

8. Data Retention

We retain information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law:

• Customer Account Data: Retained for the duration of your account plus 90 days after account deletion.
• Conversation Data: Retained according to your subscription plan settings, typically 30-365 days.
• Analytics Data: Aggregated analytics may be retained indefinitely in anonymized form.
• Payment Records: Retained for 7 years to comply with tax and accounting regulations.

9. Your Rights and Choices

9.1 For Customers

As a Customer, you have the right to:

• Access and download your data
• Correct inaccurate information
• Delete your account and associated data
• Export conversation data
• Control widget settings and features
• Opt-out of marketing communications

9.2 For End Users

As an End User, you have the right to:

• Request access to your conversation data (contact the Customer)
• Request deletion of your data (contact the Customer)
• Opt-out of data collection (by not using the widget)

To exercise these rights, please contact us at privacy@turna.support or contact the website owner directly for End User data requests.

10. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. These countries may have data protection laws that are different from the laws of your country.

We ensure that such transfers are conducted in accordance with applicable data protection laws and that appropriate safeguards are in place to protect your information.

11. Children's Privacy

Our Service is not intended for children under the age of 13 (or 16 in the European Economic Area). We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us, and we will delete such information.

12. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to:

• Maintain user sessions
• Remember user preferences
• Analyze usage patterns
• Improve Service performance

You can control cookies through your browser settings. However, disabling cookies may limit your ability to use certain features of the Service.

13. California Privacy Rights

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA):

• Right to know what personal information is collected
• Right to know whether personal information is sold or disclosed
• Right to say no to the sale of personal information
• Right to access your personal information
• Right to delete personal information
• Right to equal service and price

We do not sell personal information. To exercise your CCPA rights, contact us at privacy@turna.support.

14. GDPR Compliance (European Users)

If you are located in the European Economic Area (EEA), you have rights under the General Data Protection Regulation (GDPR):

• Right of access to your personal data
• Right to rectification of inaccurate data
• Right to erasure ("right to be forgotten")
• Right to restrict processing
• Right to data portability
• Right to object to processing
• Right to withdraw consent

Our legal basis for processing your data includes: contract performance, legitimate interests, legal compliance, and consent where applicable.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by:

• Posting the new Privacy Policy on this page
• Updating the "Last Updated" date
• Sending an email notification for material changes (for Customers)

We encourage you to review this Privacy Policy periodically. Your continued use of the Service after changes are posted constitutes your acceptance of the updated policy.

16. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us: