Privacy
Privacystatement
How Chatunda handles personal data: from visitors to this website, our customers, and visitors to websites on which a Chatunda assistant operates.
Who we are. Chatunda builds and manages digital AI assistants for webshops and other businesses with a website. Chatunda is based in the Netherlands and can be reached at info@chatunda.com. This address is also the address for all privacy-related questions and requests.
1. Visitors to chatunda.com
If you only view this website, we do not process personal data, except for what is technically necessary to display the page. This website does not use advertising cookies or third-party analytics services. Two functional cookies do remember your language choice and the route you choose on the homepage (short or extended), without personal data.
- Security and routing. The website runs through Cloudflare's network, which protects traffic against attacks. Cloudflare sees your IP address and may place a technically necessary cookie. Traffic from the Netherlands is handled within the EU.
- Fonts. The fonts are hosted on our own server in the EU. Nothing is loaded from Google or another party.
- Logs. Our server keeps technical logs (IP address, time and requested page) for a short period to detect faults and misuse. They are deleted after no more than 30 days.
- The digital assistant on the page Meet Liva. You can chat with our own digital assistant on that page. The provisions under 3 apply to this: we are the controller ourselves.
- The digital assistant in the example shop. In our example shop you chat with the digital assistant of a made up web shop. The same rules apply: the provisions under 3, and there too we are the controller ourselves. Requests and messages you make in the example shop are not sent anywhere. We do not keep the e-mail address you enter in the form.
Sign up
If you sign up your business, you enter your business name, KvK (Dutch Chamber of Commerce) number, e-mail address, website address and the platform of your website, and optionally the add-ons you want, the name of the business that referred you and a message. We use this information solely to contact you and send you the questionnaire. Legal basis: the steps necessary to enter into an agreement. If you do not become a customer, we will delete your sign-up within 6 months.
2. Chatunda customers
If you are a customer, we process the data necessary to provide and invoice the service: business name, name and e-mail address of the contact person, website address, answers from the questionnaire and the payment details provided to us by our payment service provider Mollie (account holder's name, account number, amount, date and status). Mollie manages your bank details themselves and your direct debit authorisation. Chatunda has no access to your banking environment and does not store credit card details. We keep the questionnaire answers as long as you are a customer, because your digital assistant is built on them. If you do not become a customer, or when the agreement ends, we automatically delete them 90 days after the last activity, so that you do not have to start again if you return soon. Legal basis: performance of the agreement and, for administration, our statutory retention obligation (7 years for invoices).
We send you e-mails about your digital assistant: the invitation to complete the questionnaire, the invoices, the reminders during the test period, the delivery e-mail, the weekly follow-up e-mail, the monthly report on the conversations, a reminder about an open request from a visitor, a notice in advance when you are close to the included conversations or knowledge base requests in a month, the Extra usage invoice, and messages about faults. You can switch off the monthly report at any time using the link at the bottom of the report or by e-mailing us, and the follow-up e-mail by e-mailing us.
For logging in to Mijn Chatunda we keep on the server of your digital assistant the e-mail address of your business, the names of the profiles and a log of who did what (one year). If you let a device be remembered, we keep the type of browser (for example Chrome on Windows) and when the device was used, at most 90 days. If someone requests a new password, we keep the moment and a shortened identifier of the IP address, for one week. We do not keep the e-mail address typed in that request.
Knowledge base requests and Open questions in Mijn Chatunda: a sent request, with a visitor's question, the old answer and your new answer, goes to Chatunda, and we process it in your knowledge base with the help of an AI model. If we look for the answer to an open question on your own website (only if you gave us permission to read your website), the AI model receives the question with e-mail addresses, telephone numbers and account numbers masked. We do not keep those questions afterwards.
If the owner requests a new website scan in Mijn Chatunda, Chatunda reads the public pages of the confirmed website again. We only read public pages, respect robots.txt and keep the text of the pages so that we can compare it at the next scan.
If the owner uploads a logo for the header of the chat window in Mijn Chatunda, the server of your digital assistant converts it into a small image. An AI model checks whether it is a logo and where the brand mark is. We do not keep the original file, nor any data that was in it, such as the place where a photo was taken. The converted logo is stored on the server of your digital assistant and in the chat window on your website.
If a message or request from a visitor has been open for more than a working day, our management dashboard e-mails you a reminder. For that the management dashboard only receives the type of request, the subject from the choice list and since when it has been open, never the name, e-mail address, telephone number, order number or message of the visitor. You switch the reminder off in Mijn Chatunda.
For Abonnement en kosten (Subscription and costs) in Mijn Chatunda we place your invoices (amount, status and pdf), the state of your subscription, your billing details and, if you refer businesses, their company name and the state of the referral reward on the server of your digital assistant. Only the owner profile sees them.
Changes you make in Mijn Chatunda to your subscription, add-ons and settings are processed by us in order to provide the service. You receive a confirmation of every change by e-mail.
When the agreement ends, we disable your digital assistant and delete your knowledge base, your answers and the conversations. Your data will also have disappeared from our backups within 8 weeks. The questionnaire answers follow the 90 days above. We retain only what we are legally required to retain (such as invoices) for longer.
3. Visitors to websites with a Chatunda assistant
If you chat on a website or webshop with a Chatunda assistant, that business is responsible for your data and Chatunda processes it on behalf of that business, on the basis of a data processing agreement. For questions about your data, you can contact that business. You can also e-mail us, and we will assist you or forward your request.
This is what happens during a conversation:
| What | Purpose | How long |
|---|---|---|
| The questions you type or choose with a button and the digital assistant's answers, and your thumbs up or down on an answer | Answering your question. Giving the business insight into what visitors ask and which answers could be better | At most 90 days, then automatically deleted. The business can set a shorter period. In the encrypted backups at most 8 weeks longer |
| The address of the page you are chatting on, without anything after a question mark or # (for example /returns) | Showing the business where on the website you asked a question, and during a conversation with an employee which page you are on. Does not go to the AI model | As long as the conversation, at most 90 days |
| The messages between you and an employee of the business, if the employee takes over the conversation | Answering your question personally | As long as the conversation, at most 90 days |
| Internal notes that employees of the business write about your conversation, for example when they hand the conversation to a colleague | Working together within the business. The notes are not visible in the chat window and do not go to the AI model | As long as the conversation, at most 90 days |
| A question you asked and the answer of the digital assistant, if the business turns it into a knowledge base request: a better answer, or an answer to a question the digital assistant did not know | Improving the answers of the digital assistant. The request goes to Chatunda, who adjusts the answers. If Chatunda looks for the answer on the website of the business, the AI model receives your question with e-mail addresses, telephone numbers and account numbers masked | As long as the conversation, at most 90 days |
| Your messages in a conversation that an employee of the business handles with Live agent, if that employee uses the AI help | Making a draft answer from the knowledge base of the business, a short summary or a translation for the employee. A draft is never sent to you by itself: the employee reads it and sends it. Internal notes do not go to the AI model | Not stored separately. A summary stays in working memory for a few minutes |
| Your answer to the question Did this chat help you? (yes, partly or no), and the type of contact button you click (call, WhatsApp or e-mail), without the number or address | Showing the business in the monthly report how the conversations ended | As long as the conversation, at most 90 days |
| The ongoing conversation (session) | Maintaining continuity within one conversation | 30 minutes after your last message, on the digital assistant's server. Then deleted automatically |
| Your IP address, for messages that have been blocked or marked as suspicious | Preventing misuse | 7 days |
| Per day the number of blocked messages and their type, without IP address and without the text of the message | The security overview in the monthly report for the business | 13 months |
| Your IP address, for every request | Limiting the number of requests per minute | 60 seconds, only in working memory |
| Your e-mail address, name and message, and, if the business offers this, your order number, telephone number and preferred time, only if you yourself request contact via "Leave a message" | Forwarding your request by e-mail to the business, together with your latest questions in the conversation. The business will reply to you directly, or from Mijn Chatunda. If the business later answers a question from the same conversation that the digital assistant could not answer, that answer can also be sent to this e-mail address. In that case we send that reply by e-mail on behalf of the business, with the name of the business as sender and its e-mail address as reply address. We keep the reply on the business's server for as long as your request | 90 days on the business's server, then automatically deleted |
| Your order number and a second detail of your order (the e-mail address, the postcode or the total amount, and with the total amount also a reply address you give yourself), only if the business has the Order status add-on enabled and you enter them yourself on the card in the conversation | Looking up your order in the business's webshop (read-only) and stating the status, shipping date, carrier and tracking link. The details go directly to the business's webshop connection (Shopify or WooCommerce, and MyParcel if the business ships with it), not to the AI model and not into the conversation log. If something is wrong with your parcel, or you want to cancel, return or change the delivery address, a request with the order number, the established status and what you provide (your preference, the reason and items of a return, or the new delivery address you type yourself) is e-mailed to the business and you receive a confirmation. The new address does not go to the AI model and is not in the conversation log. If you have looked up your order, the digital assistant remembers what was ordered, the dates and the carrier for half an hour in that conversation, so it can answer your follow-up questions. These details then also go to the AI model. Your order number, name, address and the amount do not go there. Your order number and the second detail do stay on the server for that half hour, so that you do not have to enter them again for a request (cancelling, returning or a different address) | 30 minutes in the current conversation. A request: 90 days on the business's server and in the business's mailbox |
In your own browser. The chat window remembers in your browser's storage (localStorage) an identifier of your ongoing conversation, and under the key chatbot_slotvraag_ with the code of the business in which conversation it already asked Did this chat help you?, so you never get that question twice. If the chat window has the Save conversation button, you can use it to make a text file of your conversation. That file is made in your own browser and goes nowhere: no e-mail and no storage on the server. If you choose the WhatsApp button below an answer, the chat window puts your last question in the WhatsApp message to the business in advance. This happens in your browser, not via our server, and you can change the message or not send it. After that, the terms of WhatsApp apply.
The digital assistant always shows that you are chatting with an AI assistant and not an employee. Employees of the business can read along with a conversation and take it over. If an employee takes over the conversation, you see this straight away in the conversation, with their name, and you also see when you are talking to the digital assistant again. An employee can also hand the conversation to a colleague. You then also see straight away the name of the person who takes over. The business can also download conversations. The business itself is responsible for such a copy. The digital assistant has no access to your account or payment details and does not ask for them. Only if the business has enabled Order status does it ask, on a separate card, for your order number and a second detail of the order, and only to look it up. Therefore, do not type passwords or payment details into the chat.
Your rights. In the conversation itself you can ask the digital assistant to retrieve or delete your own conversation. You then get a button that does so immediately. Internal notes of employees are not included in that download. If you would like to see them too, ask the business, which can download them for you. If you delete your conversation with the button, the notes are deleted as well. You also have the right to access, rectification, erasure, restriction, data portability and objection. We assist the business with such a request within one business day.
4. Parties we engage
Chatunda works with a small number of suppliers. They process data only on our instructions and do not use it for their own purposes or to train AI models.
| Party | Purpose | Where |
|---|---|---|
| Hetzner Online GmbH | Hosting the servers | Germany (Nuremberg, Falkenstein) or Finland |
| Scaleway SAS | Storage of encrypted backups at a second provider. Scaleway cannot read the files, only Chatunda holds the key | Netherlands (Amsterdam), French company |
| Cloudflare, Inc. | Security and routing of traffic | Worldwide network. Traffic from the Netherlands within the EU. EU-US Data Privacy Framework |
| OpenAI | The AI model that generates the digital assistant's answers and assesses messages for unwanted content, that builds and translates a business's knowledge base, that analyses the conversations for the monthly report and the weekly follow-up e-mail to that business, that looks for the answer to an open question on the website of the business, that gives employees with Live agent a draft answer, summary or translation, and that assesses whether an uploaded logo is a logo. Receives the content of your question and the relevant knowledge of the business, and with Order status what was ordered, the dates and the carrier. For the report, the follow-up e-mail and the website search, e-mail addresses, telephone numbers and account numbers are masked. No IP address or session ID | United States. EU standard contractual clauses in the data processing agreement. No training on our data, retention at OpenAI at most 30 days |
| Anthropic | The AI assistant (Claude, via Claude Code) with which Chatunda builds and maintains the service, tests the quality and security of the digital assistant and checks and fine-tunes a business's knowledge base. Anthropic may see the data needed at that moment: the business information from the questionnaire, the question-and-answer pairs, test questions with the digital assistant's answers, individual visitor questions the digital assistant did not answer well, and during maintenance or an outage also a conversation or a technical log. Never talks to visitors | United States. EU standard contractual clauses in the data processing agreement. No training on our data |
| Zoho (ZeptoMail) | Sending e-mails to our customers, and a reply from a business to your message | EU data centre |
| Mollie B.V., Amsterdam | Processing your payment, your direct debit authorisation and the monthly direct debit. For payment details, Mollie is an independent controller with its own privacy policy. We receive only the account holder's name, the account number, the amount, the date and the payment status | Netherlands (EU) |
5. Security
Each customer has their own server. Data belonging to different customers is never stored on the same server. All connections are encrypted. The servers are updated, monitored and backed up daily automatically. Backups are accessible only to the administrator. An encrypted copy of every backup is kept at a second provider in the EU (Scaleway, Amsterdam), so that an outage or break-in at one provider never affects everything. Those copies cannot be deleted early, not even by us, and are wiped automatically after 8 weeks at most. Every message to a digital assistant is checked for manipulation attempts and unwanted content before processing. What else we do against misuse, how we test it every month, and which parties we work with and why, is explained on Security and your data.
6. Your rights and questions
You have the right to access, correct or delete your data, restrict its processing, transfer your data and object. Send your request to info@chatunda.com. You will receive a response within one business day and an answer within one month at the latest. If you are not satisfied with how we handle your data, you can lodge a complaint with the Dutch Data Protection Authority.
7. Changes
If we change this statement, the new version will appear on this page with a new date. In the event of a material change, we will inform our customers by e-mail.