Privacy Policy — Lipochat live chat software

1. Who We Are

This Privacy Policy describes how PEZONS IT LLC (“Lipochat”, “we”, “us”, or “our”) collects, uses, shares, and protects information in connection with Lipochat, our live chat software and related services available at lipochat.com.

Lipochat includes the marketing website, customer accounts, agent web panel, embeddable website chat widget, companion apps (including mobile and desktop), billing and support tools, and related APIs or infrastructure we operate (together, the “Services”).

By using the Services, you acknowledge that you have read this Privacy Policy. If you do not agree, please do not use Lipochat. Capitalized terms used but not defined here have the meanings given in our Terms & Conditions.

2. Scope of This Policy

This policy applies to personal information we process when you:

Visit or contact us through lipochat.com
Create or manage a Lipochat account (owners, agents, and team members)
Use the agent panel or companion apps
Embed or operate the Lipochat chat widget on a website you control
Interact with a website that uses the Lipochat widget (as a visitor / end user)
Make payments, fund requests, or manage subscriptions
Contact support or submit forms to us

This policy covers our web Services and our companion apps, including the Lipochat iOS app, Android app, and desktop apps. App stores may also apply their own terms; this Privacy Policy governs how Lipochat handles your information within our products.

We store and process account, chat, and related operational data as described below. This Policy does not claim that we store no personal data.

3. Our Role: Controller and Processor

Depending on how you interact with Lipochat, we may act in different roles:

Data controller — for information about Lipochat customers and website visitors to lipochat.com (for example account registration, billing contacts, support emails, and marketing-site analytics needed to run our business).
Data processor / service provider — for chat content and visitor technical data that our customers collect through the widget and store in their Lipochat inbox. In that case, the customer (website operator) decides why and how visitor data is processed; we process it to provide the Services under their instructions and our agreement with them.

If you are chatting with a business through a Lipochat widget on their site, that business’s own privacy notice typically governs how they use your messages. This Policy explains how Lipochat handles data as the platform provider.

4. Information We Collect

The information we collect depends on how you use Lipochat. Categories may include:

4.1 Account and profile data

Name, email address, and password (stored in hashed form)
Role (for example owner or agent), profile settings, and team membership
Website / widget configuration (site keys, branding, and related settings)

4.2 Billing and payment data

Plan selections, renewals, fund requests, invoices, and transaction records
Payment method indicators and references you submit (for example Card / Stripe, PayPal, or crypto payment references)
Payment confirmation details returned by payment providers needed to credit your balance

Card and wallet payment details are generally processed by third-party payment providers (such as Stripe or PayPal). We do not use Lipochat to store full payment card numbers for processing card charges.

4.3 Communication and support data

Chat messages, file attachments, and related conversation metadata
Contact-form messages and support correspondence
Transactional emails (verification, billing notices, password resets) sent from addresses such as noreply@lipochat.com or support@lipochat.com

4.4 Visitor and live-chat usage data

When a visitor uses a Lipochat widget on a customer website, we may process:

Visitor identifiers used to continue a conversation across page views
Optional visitor name or email if provided in chat
Current page URL, referrer, and traffic-source labels used for agent context
Browser and operating system information
IP address and approximate location derived from IP (such as country, country code, and city) for security, abuse prevention, and agent context
Online / last-seen status and chat activity needed to operate the inbox
IP addresses banned by account owners to block abusive visitors

4.5 Device, log, and security data

IP address, timestamps, and technical logs used to secure accounts and investigate abuse
Session and authentication data for logged-in users
App device information reasonably needed to deliver companion apps and notifications

4.6 Sensitive data caution

Please do not submit sensitive personal data through chat or forms unless it is necessary and lawful (for example government ID numbers, health data, or biometric data). Lipochat customers are responsible for configuring their support practices appropriately.

5. How We Use Information

We use information to:

Provide, operate, and maintain live chat, the widget, inbox, panel, and apps
Create and authenticate accounts; manage team members and roles
Process funds, subscriptions, renewals, invoices, and related billing support
Send transactional emails (verification, plan purchase, expiry and renewal notices, password resets)
Respond to support and contact requests
Prevent fraud, spam, unauthorized access, and abuse (including IP-based bans initiated by customers)
Monitor reliability, debug issues, and improve product performance
Comply with legal obligations and enforce our Terms

We do not sell personal data. We do not rent customer chat content to third parties for their independent marketing.

6. Legal Bases for Processing

Where data-protection laws require a legal basis (for example GDPR/UK GDPR), we rely on one or more of the following, as applicable:

Contract — to create your account, deliver the Services, and process billing you request
Legitimate interests — to secure the platform, prevent abuse, improve reliability, and communicate important service notices, balanced against your rights
Consent — where required (for example certain cookies or optional communications), which you may withdraw where applicable
Legal obligation — to meet accounting, tax, or lawful request requirements

When we process visitor chat data on behalf of a customer, the customer is responsible for establishing a valid legal basis for that processing under applicable law.

7. Cookies, Sessions & Local Storage

We use cookies and similar technologies that are necessary to run Lipochat, including:

Login sessions and CSRF protection on the website and panel
Preferences and read/unread state helpers in the product UI
Visitor continuity in the website chat widget (for example a visitor ID in local storage so a conversation can continue across page views)

You can clear cookies and local storage in your browser at any time; doing so may sign you out or reset visitor continuity. More detail is available in our Cookie Policy.

8. How We Share Information

We share personal information only as needed to operate Lipochat or as required by law:

Team members you invite — agents and other seats on your account can access chats and visitor details available in your inbox
Service providers — trusted vendors that help us host infrastructure, send email, process payments (for example Stripe or PayPal), or provide security and operational support, under confidentiality and appropriate safeguards
Crypto / alternative payment channels — when you choose crypto or similar funding options, we process the payment references and confirmations needed to credit your account
Legal and safety disclosures — when required by law, legal process, or to protect Lipochat, our users, or others from fraud, abuse, or harm
Business transfers — in connection with a merger, acquisition, financing, or sale of assets, with appropriate continuity of protections

Payment providers and other independent services process data under their own privacy policies when you interact with them directly.

9. Retention

We retain information for as long as needed to provide the Services and for legitimate business or legal purposes:

Account and billing records — while your account is active and for a reasonable period afterward for invoices, disputes, backups, and legal requirements
Chat, attachments, and visitor technical data — retained to operate your inbox and may be deleted or anonymized when you request account closure or deletion, subject to legal holds and backup cycles
Banned IP records — kept while needed for abuse prevention on your account
Security logs — kept for a limited period appropriate to investigation and platform protection

Exact retention periods can vary by feature, legal requirement, and whether data is needed to complete a pending billing or support matter.

10. Security

We take reasonable technical and organizational measures to protect personal information, including HTTPS transport, hashed passwords, authenticated access controls, and role-based agent access within accounts.

No method of transmission or storage is completely secure. You are responsible for protecting login credentials, limiting agent access appropriately, and configuring your websites and support practices safely. If we become aware of a security incident that requires notification under applicable law, we will notify affected parties as required.

11. International Transfers

Lipochat is operated by PEZONS IT LLC and may process and store information on servers or with service providers located in countries other than where you live. Those countries may have different data-protection laws than your own.

Where required, we use appropriate safeguards for cross-border transfers (for example contractual protections with providers) and process information only as described in this Policy and our customer agreements.

12. Your Rights & Choices

Depending on your location, you may have rights to access, correct, update, delete, or restrict certain personal information, or to object to certain processing. You may also have the right to receive a copy of information you provided to us in a portable format, where applicable.

You can:

Update profile and many account settings in the Lipochat panel
Manage team members and website configurations from your account
Request access or deletion of personal data by contacting us (see Contact below)
Clear browser cookies/local storage as described in our Cookie Policy

We may need to verify your identity before fulfilling a request. We may decline or limit a request where an exception applies (for example legal retention of invoices, or data we process solely on behalf of a customer— in which case we may redirect you to that customer).

If you are an end user chatting through a customer’s widget, please contact that business first for access or deletion of your chat content; we will assist our customer as their processor where appropriate.

13. Children’s Privacy

Lipochat is not directed to children under 16, and we do not knowingly collect personal information from children under 16 for our own purposes. If you believe a child has provided personal information to us inappropriately, contact support@lipochat.com and we will take reasonable steps to delete it where required.

Customers who use Lipochat on sites aimed at children are responsible for complying with applicable children’s privacy laws for their own visitors.

14. Customer Responsibilities

If you embed the Lipochat widget or invite team members, you are responsible for:

Providing appropriate notices to your website visitors about live chat and related data collection
Obtaining consents or relying on another valid legal basis where required
Using visitor IP, location, and chat content only for legitimate support and security purposes
Ensuring your agents handle personal data lawfully and securely
Not using Lipochat to scrape visitors or collect data unlawfully

15. Third-Party Sites & Services

The Services may link to third-party websites or rely on independent providers (payment gateways, app stores, hosting, email delivery). Those parties have their own privacy practices. This Policy does not cover their independent collection or use of information. We encourage you to review their policies before providing data to them.

16. Changes to This Policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top of this page will change when we do. Material updates may also be communicated through the website or by email where appropriate. Continued use of the Services after an update means you acknowledge the revised Policy.

17. Contact Us

Questions about this Privacy Policy or privacy requests:

Email: support@lipochat.com
Contact form: https://www.lipochat.com/contact
Controller: PEZONS IT LLC · Product site: www.lipochat.com

Privacy Policy URL: https://www.lipochat.com/privacy