Privacy policy

Who we are

This policy is from Cygnoverse Ltd (company number 16560846, registered in England and Wales), registered office 70 Wembley Hill Road, Wembley, HA9 8EA ("Cygnoverse", "we", "us"). We are the controller for personal data about our own customers, website visitors and people who contact us. You can reach us at info@cygnoverse.com.

When a business uses Cygnoverse to talk to its own customers, that business is the controller of its customers' data and we process it on its behalf as a processor, under our terms and a data processing agreement.

What we collect

• Account details: name, email, business name, password (stored as a secure hash) and two factor settings.
• Billing details: packages, AI credit top ups, itemised usage and balance. Card details are collected and held by Stripe, not by us.
• Service content: products, policies, conversations, orders, bookings, contacts and files that you or your customers add.
• Technical data: IP address, device and browser information and logs needed to run and secure the service.
• Messages you send us, for example through the contact form or by email.
• Waiting list answers, if you join the waiting list. See the waiting list below.

The waiting list

New signups are paused while we onboard a small number of businesses at a time. If you join the waiting list on our website, we collect:

• Contact details: your name, email, phone number (optional), country, how you prefer to be contacted (email, phone or WhatsApp) and your role.
• About your business: its name, website or social link (optional), industry, stage, when you want to start, monthly revenue band, team size, how you sell now, the products you are interested in, your main goal, the tools you use today (optional), your monthly budget band, whether you are an agency or reseller and how many clients you have, and how you heard about us.
• Your choices: that you agreed to be contacted about the waiting list, whether you also asked for product news, the wording you agreed to and when.
• Technical data needed to keep the form safe from spam and abuse, such as your IP address and a security check result. If a Cloudflare Turnstile check is shown on the form, Cloudflare processes data from your browser to tell people from bots.

Why we use it. To confirm your email address, decide the order in which we can onboard businesses, contact you about joining by the method you chose, and plan which products to offer first. We rely on your consent to contact you about the waiting list, and on our legitimate interests to review requests and protect the form from abuse. Product news by email is sent only if you tick the separate, optional box, and every email has an unsubscribe link.

Changing your answers. If you send the form again with the same email address, nothing changes straight away: we email a link to the address you first gave, and your answers change only when you open it and confirm. Your email address on the list is never changed this way.

How long we keep it. If we have not onboarded you, we delete your waiting list details within 12 months of your last change, or sooner if you ask. If you become a customer, your account is covered by the rest of this policy; we keep your waiting list answers with it for 12 months after you sign up, then remove everything that identifies you or your business, and we erase them straight away if your account is deleted.

Removing your details. You can leave the waiting list and ask us to erase your details at any time by emailing info@cygnoverse.com. You can also withdraw consent to be contacted, or stop product news, whenever you like. We do not sell waiting list details.

How we use it and why

• To provide the service you signed up for (contract).
• To take payments, keep accounts and meet tax and legal duties (legal obligation).
• To keep the service secure, prevent fraud and improve reliability (legitimate interests).
• To send service messages such as low credit or security alerts (contract and legitimate interests).
• To send marketing only where you have agreed or where the law allows a soft opt in, with an easy way to unsubscribe (consent or legitimate interests, under PECR).

AI providers and international transfers

AI replies are generated by third party AI providers. To generate a reply we send the relevant conversation text and the business content needed to answer it. These providers may process data outside the UK, including in countries that do not have UK adequacy regulations. Where that happens we rely on appropriate safeguards such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, and we limit what is shared to what is needed.

[To confirm before publishing: the full list of AI providers, where each processes data, whether any provider retains data or uses it for training, and the transfer mechanism in place for each.]

Who else we share data with

We use carefully chosen service providers to run Cygnoverse, including hosting, email delivery, payments (Stripe), messaging platforms such as Meta when those channels are enabled. They may only use data to provide their service to us. We do not sell personal data.

How long we keep it

We keep account data for as long as your account is open and for up to 6 years afterwards where needed for tax, accounting or legal claims. Service content is kept while your account is active and deleted or returned when you close it, subject to backups that expire on a rolling basis. [Retention periods to be confirmed.]

Your rights

You have the right to access, correct, delete or restrict the use of your personal data, to object to certain uses, to data portability and to withdraw consent at any time. Email info@cygnoverse.com. If your data was collected by a business using Cygnoverse, contact that business first and we will help them respond.

You can complain to the Information Commissioner's Office at ico.org.uk. We would appreciate the chance to put things right first.

Security

We use encryption in transit and at rest, two factor authentication and access controls. See our security page.

Cookies

This website does not use analytics or advertising cookies. See our cookie policy.

Changes

We will update this policy when our practices change and show the date at the top. Significant changes will be notified to account holders by email.