Last updated: August 5, 2026

1. Our Role

Lane.Chat is a cloud customer-service platform. We process data in two roles: for the account data of businesses that sign up for Lane.Chat, we act as a data controller; for the data that a business's end users (visitors) generate in conversations, we act as a data processor on that business's behalf.

2. Information Collection

We collect:

• Account information (a business's username, email, password)
• Usage data (access logs, feature usage)
• Communication data (customer service conversations, contact details a visitor chooses to share)
• Device information (see the next section)

3. Device Information from the Widget and Mobile SDKs

So that returning visitors can pick up their previous conversation and replies can be pushed to the right device, our web chat widget and our iOS / Android / Flutter SDKs collect basic device characteristics: a device identifier (ANDROID_ID on Android, IDFV on iOS), device model, OS version, language and timezone, screen size, network type (Wi-Fi/cellular), the host app's version, and the device push token (APNs/FCM) used to deliver message notifications.

We do not collect advertising identifiers (IDFA/GAID), IMEI, precise location, contacts, or messages; we do not track users across apps; and we never sell data. This information is used solely to recognize the same device within a single business's service.

4. Use of Information

We use collected information to:

• Provide and improve services (including routing visitors back to their existing conversation)
• Deliver message notifications to visitor devices (can be turned off at any time on the device or in the app)
• Send service notifications and updates
• Provide customer support
• Analyze and improve user experience

5. Sharing and Subprocessors

We do not share personal information with third parties except: infrastructure and payment providers necessary to run the service (such as cloud hosting and Stripe), which process data only on our instructions; where required by law; or with your consent.

6. Retention and Deletion

Conversation and device data is retained for as long as the business's service is active. When a business deletes its application or ends its service, the associated visitor data is deleted with it. Visitors may also request deletion of data tied to their device through the business they interacted with, or by contacting us directly.

7. Information Protection

We take appropriate technical and organizational measures to protect your personal information from unauthorized access, use, or disclosure. Sensitive configuration such as push credentials is stored encrypted.

8. Cookie Usage

We use cookies and similar technologies to maintain sessions, improve user experience, and analyze traffic. The chat widget uses local storage to remember a visitor's session so a returning visitor can continue their conversation.

9. Contact Us

If you have any questions about this Privacy Policy, or want to exercise your rights of access, correction, or deletion, email [email protected].