Privacy policy

madfeed is operated by [company legal name] [company address]. Questions about this policy: [privacy email address].

There are two kinds of personal data here, and our role differs. For the data of the people who use madfeed (account holders and their teammates) we decide why and how it is used. For the customer conversations, names, email addresses and other content our users put into their workspace, the user's company decides why and how it is used and we handle it on their behalf. A data processing agreement is available on request.

• Account data: your email address, the display name you choose, your role in each workspace, and sign-in records handled by our identity provider (see the subprocessors page).
• Workspace content that you or your teammates add or connect: conversations, call recordings and transcripts, survey answers, chat and email messages and files, the names, email addresses and company details of your customers, and what the service derives from them (requests, quotes, tags, feeling labels, drafts, briefs and answers).
• Visitors to your public surfaces (feedback form, chat window, survey, roadmap): what they type or upload, an address-based rate-limit counter, and a random browser identifier. Chat visitors are identified by a hash of that identifier. We do not build profiles of visitors.
• Payments: handled by our payment provider. We keep the plan, status and identifiers, not card numbers.
• Technical records: request identifiers, timestamps, error reports and per-call AI cost and latency records. Logs hold identifiers, not message content, email addresses or tokens.

Card numbers, keys and passwords that appear in customer text are hidden before anything is stored.

• To provide the service you asked for: store and read conversations, propose and track requests, weigh them, send the messages you approve, run surveys and the support desk.
• To keep the service secure, prevent abuse, and fix problems.
• To bill for paid plans and communicate about your account.
• To measure and improve the quality of our own suggestions using aggregate counts and samples you grade; never by training a model on your customers' content.

Where the law requires a basis, we rely on performing our contract with you, our legitimate interest in running a secure service, and your consent where we ask for it.

To read conversations, answer questions and draft messages, text is sent to AI model providers listed on the subprocessors page. Customer text goes only to routes marked as allowed to receive it, under terms that do not allow the provider to train on it where the provider offers such terms. Every call records the provider, model, prompt version, tokens and cost. AI output is a suggestion: nothing becomes a request and nothing is sent to a customer without a person approving it.

Only the subprocessors listed on the subprocessors page, and services your workspace connects (for example Slack or an issue tracker), which receive what you choose to send them. We do not sell personal data and do not use it for advertising.

• Workspace content: until you delete it or the workspace is deleted. Deleting a person removes their quotes, conversations, transcripts, recordings, survey answers and files.
• Questions asked and the answers given: 180 days.
• Per-call AI cost and latency records: 400 days.
• Notices shown to admins: 30 days.
• Suggestions a person dismissed: 90 days.
• Records of messages sent and unsubscribes: kept so an opt-out keeps being honoured.
• Backups: removed as they age out on a fixed schedule [backup retention period].

Data is stored with the providers on the subprocessors page in [regions, to be confirmed before launch]. A choice of region is not offered yet; we will say so plainly rather than imply one. Where data moves outside your country, we rely on the transfer mechanisms the law provides [mechanism].

Depending on where you live, you may have the right to see, correct, export or delete your personal data, to object to or restrict some uses, and to complain to your data protection authority. Account holders can export a workspace and delete data in the product. If you are a customer of one of our users, please contact that company first; we will help them respond. To make a request to us, write to [privacy email address].

See the security page. No service can promise perfect security; we tell affected customers promptly if something goes wrong that affects them.

We use only the cookies needed to sign you in. See the cookies page.

The service is for businesses and is not directed at children.

If we change this policy in a way that matters, we will tell account holders before it takes effect and update the date above.