1. Who we are
“PingVend”, “we”, “us” and “our” refer to the PingVend entity that provides the service. For personal data processed to run your account, we act as a controller. For customer conversations you send through the service, we act as a processor on your behalf.
2. Scope
This policy covers:
- Visitors to our website.
- People who create or use a PingVend account.
- People who contact us for support, sales, privacy or security reasons.
- End customers whose messages are processed by a shop using PingVend.
3. Data we collect
| Category | Examples | Source |
|---|---|---|
| Account data | Name, work email, password hash, role, shop name, settings | You |
| Billing data | Plan, billing contact, tax details, invoice history, payment status | You and our payment provider |
| Catalog data | Products, variants, prices, stock, images, policies | You |
| Conversation data | Messages, names, phone numbers, addresses, order details, attachments | You and your customers |
| Channel data | Connected account identifiers, tokens, connection status | You and the messaging provider |
| Usage data | Feature usage, device and browser information, log data, IP address | Automatically |
| Support data | Messages, attachments and details you send to support | You |
We do not intentionally collect special-category data. Please do not send sensitive information through the service unless it is necessary and lawful for your shop to do so.
4. How we use data
- Provide, operate and secure the service.
- Answer customer messages and generate suggested replies.
- Create and manage orders, payments and handoffs.
- Authenticate users, prevent fraud and abuse, and enforce our terms.
- Provide support and respond to requests.
- Measure performance and improve features.
- Send service notices and, with consent, marketing messages.
- Comply with legal obligations.
We do not sell personal data. We do not use customer conversation content to train third-party general-purpose models for unrelated purposes.
5. Legal bases
Where the GDPR or similar law applies, we rely on: performance of a contract (providing the service), legitimate interests (security, product improvement, business operations), consent (marketing communications and optional cookies), and legal obligation (tax, accounting, lawful requests).
6. Sharing
We share personal data only as needed with:
- Service providers for hosting, email, analytics, error monitoring, payments and support.
- Messaging platforms you connect, such as Meta (WhatsApp, Instagram, Messenger) and other channel providers.
- Payment providers when you send or receive payments.
- Professional advisers and authorities when required by law or to protect rights.
- A successor entity in connection with a merger, acquisition or sale of assets, subject to this policy.
Service providers are bound by contracts that require appropriate confidentiality and security. A current list of subprocessors is available on request from [email protected].
7. International transfers
We may process data in countries other than yours. Where required, we use appropriate safeguards such as standard contractual clauses and provider data-processing terms. You can request more information from [email protected].
8. Retention
We keep account and billing records for as long as your account is active and for the period required by law. Conversation and order data are kept according to your settings and our processing agreement. When data is no longer needed, we delete or anonymise it. Backup copies are rotated on a regular schedule.
9. Security
We use encryption in transit, access controls, audit logging and monitoring. No method of transmission or storage is completely secure, but we work to protect data against unauthorised access, loss and misuse. See our security page for more detail.
10. Your rights
Depending on your location, you may have the right to access, correct, delete, restrict or object to processing, receive a portable copy, and withdraw consent. To exercise a right, email [email protected] or use the data deletion page. We may need to verify your identity. You may also complain to your local data protection authority.
11. Cookies
We use essential cookies to sign you in and keep the service secure, and optional analytics cookies to understand usage. See our Cookie Policy for the categories and how to manage them.
12. Children
The service is intended for businesses and is not directed to children. We do not knowingly collect personal data from children. If you believe a child has provided data, contact us and we will take appropriate action.
13. Changes
We may update this policy to reflect changes in our practices or the law. If a change is material, we will notify you by email or in the dashboard. The date at the top of this page shows when it was last updated.
14. Contact
Privacy questions and requests: [email protected]. Postal and company details are available on the contact page.