Privacy Policy

1. Who we are

ChatDrill is operated by ChatDrill Pte. Ltd. ('ChatDrill', 'we', 'us' or 'our'). Our registered office is in Singapore. This Privacy Policy applies to the ChatDrill website, mobile and web applications, AI agents, live chat, customer support tools, automation features, analytics, integrations, customer data tools and any other product or service that links to this Policy.

If you have questions about this Privacy Policy or want to exercise your rights, contact us at privacy@chatdrill.com.

2. Scope and roles

ChatDrill may act as a controller, processor or service provider depending on the context. When we determine why and how personal data is processed for our own business operations, we act as the data controller. When we process personal data only on behalf of a customer and in accordance with that customer's instructions, we act as a processor or service provider under the applicable contract and law.

If you interact with a business that uses ChatDrill, that business is generally responsible for the privacy notice and the collection of the underlying data from its own end users. Please contact that business directly if you have questions about a conversation or data set controlled by them.

3. Personal data we collect

Data you provide directly

• Account and profile data, including your name, work email, company name, job title, phone number, username, password and profile settings.
• Billing and subscription data, including your plan, invoice address, payment status and internal billing contact details.
• Support and enquiry data, including messages, screenshots, attachments, feedback and ticket details you send to our team.
• Customer or sales information you provide through forms, demos, calls, webinars or onboarding.

Data we collect automatically

• Technical data such as IP address, browser type, device information, operating system, language settings and session metadata.
• Usage data such as pages visited, clicks, feature usage, logins, workflow activity, API requests and support interactions.
• Diagnostic and security data such as error reports, performance telemetry, reliability logs and information necessary to detect abuse or security threats.

Data we receive from other sources

• Information from authorised business partners, account owners, resellers, customer representatives and integrations connected by you or your company.
• Information from payment providers, identity providers, customer support tools and analytics tools that help us operate the Services.

When customers use ChatDrill to process information about their own end users, the information collected through those features may include customer support messages, chat transcripts, website activity, contact details, knowledge base data, AI-generated responses and other business data. In those cases, the customer decides what information is collected and why it is used.

4. How we use personal data

• To create, secure and operate your account and workspace.
• To provide the ChatDrill Services, including chat, AI agents, automation, analytics, messaging, customer support tools and knowledge base features.
• To process subscriptions, invoices and billing arrangements.
• To respond to support requests, onboarding needs, product questions and account enquiries.
• To maintain and improve system reliability, quality, security and product performance.
• To detect fraud, prevent abuse, investigate security incidents and enforce our policies and legal obligations.
• To send service-related updates, security alerts, billing notices and account communications.
• To communicate product updates and marketing messages where you have consented or we are otherwise lawfully entitled to do so.
• To satisfy legal, regulatory and financial obligations.

We do not sell personal data in exchange for money. We do not use customer conversation data to train unrelated third-party AI models without a separate agreement or lawful basis. We may use aggregated or anonymised data to understand usage trends and improve the product.

5. Lawful bases and consent

We process personal data only where we have a lawful basis under applicable law. In many cases this includes contract performance, legal obligation, legitimate interests and, where required, your consent.

• Performance of a contract: to provide the Services or manage your account.
• Legitimate interests: to secure the platform, prevent abuse, understand product usage and maintain service quality.
• Legal obligation: to meet tax, accounting, regulatory and record-keeping obligations.
• Consent: for non-essential cookies, marketing messages and optional features where consent is required by law.

Where consent is required, we will ask for it before collecting or using the relevant personal data. You can withdraw consent at any time by contacting us using the details in this Policy, or by adjusting settings in the relevant service where available.

6. Sharing personal data

We may share personal data with service providers and partners who help us operate our business and deliver the Services. These parties are contractually bound to process data only under our instructions and to apply appropriate confidentiality and security measures.

• Cloud hosting and infrastructure providers.
• Analytics and monitoring providers.
• Email, notification and communication providers.
• Payment processors and billing providers.
• Customer support and helpdesk tools.
• AI and automation providers required to deliver a feature you have enabled.

We may also disclose personal data to lawyers, auditors, insurers and advisors where needed for legal, security or business purposes. If required by law, or where necessary to protect our rights, safety or the safety of others, we may share information with regulators, courts or law enforcement agencies.

In connection with a merger, acquisition, financing, sale of substantially all of our assets or other corporate transaction, personal data may be transferred as part of the business transfer. We will notify affected users where required by applicable law.

7. International transfers

ChatDrill may transfer personal data to countries outside your home country to support hosting, support, analytics, AI processing and operational services. We use contractual and technical safeguards where required to protect personal data during international transfers.

Where applicable, we rely on recognised transfer mechanisms, such as standard contractual clauses or other lawful safeguards required under privacy laws. Where we process personal data as a processor on behalf of a customer, the customer remains responsible for ensuring the transfer is lawful under the relevant data-protection framework.

8. Retention and deletion

We retain personal data only for as long as necessary to fulfil the purpose for which it was collected, to provide the Services, to comply with legal obligations, to defend legal claims, to secure the platform and to satisfy legitimate business needs.

• Account data is kept while your account remains active and for a reasonable period after closure to meet legal and account-support requirements.
• Billing records are kept in line with accounting and tax obligations.
• Support and marketing data is retained only as long as needed to provide the relevant service or comply with legal requirements.
• Conversation and customer-data records may be retained according to the terms of the customer agreement, data-retention settings or applicable law.

When personal data is no longer needed, we securely delete, anonymise or de-identify it where reasonably possible. Backups may retain data for a limited time as part of our disaster-recovery processes.

9. Your rights

Depending on your location and the law that applies, you may have the right to access, correct, delete, restrict or object to the processing of your personal data, obtain a copy of your data, withdraw consent where applicable and complain to a regulator.

• Access the personal data we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of data where the legal basis no longer applies.
• Object to or restrict certain processing activities.
• Request data portability where applicable.
• Withdraw consent for processing that is based on consent.

To exercise your rights, please contact privacy@chatdrill.com. We may verify your identity before fulfilling a request, and we may decline a request where law or contract allows us to do so. If you are unhappy with our response, you may contact your local data-protection authority.

10. Security

We take reasonable administrative, technical and organisational steps to protect personal data from unauthorised access, misuse, disclosure and loss. These safeguards include encryption in transit and at rest, secure application design, access controls, monitoring and incident-response procedures.

No system is completely immune to cybersecurity threats, and no method of electronic storage is entirely risk-free. You are responsible for keeping your login details secure and notifying us promptly if you suspect unauthorised access to your account.

11. Cookies and similar technologies

We use cookies and similar technologies to operate the website, maintain sessions, remember preferences, support security, understand usage patterns and measure performance. Some cookies are essential to the functionality of the site, while others are used for analytics or marketing where permitted by law.

You can manage cookie preferences in your browser or through any relevant cookie settings we provide. Disabling certain cookies may affect the functionality of some Services.

12. Children and minors

ChatDrill is intended for business and professional use. We do not knowingly collect personal data from children without appropriate parental or guardian consent where required by law. If you believe a child has submitted personal data to ChatDrill without lawful authority, contact us and we will take appropriate steps to remove it.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our Services, business operations, legal requirements or security practices. When we make a material update, we may notify you through the website, the application or by email where required by law.

The 'Last updated' date at the top of this page shows the most recent version. Continued use of the Services after an update means you accept the updated Policy, unless otherwise required by law.

14. Contact us

For privacy questions, requests or complaints, please contact ChatDrill at privacy@chatdrill.com. You may also reach our team through the contact page on the website or by emailing hello@chatdrill.com.

ChatDrill Pte. Ltd. is the entity responsible for the ChatDrill Services unless otherwise stated in a specific agreement. If you are acting on behalf of a customer or organisation, we may need to direct your request to the relevant account owner or customer administrator where appropriate.