Privacy Policy

Last updated: February 2026

1. Information We Collect

FormalChat collects information necessary to provide its chat widget service. This includes conversation messages, visitor identifiers, email addresses (when voluntarily provided), and operator account information.

2. How We Use Your Information

We use collected information to deliver and improve the chat service, send notifications to operators, and provide email fallback when operators are offline.

3. Data Storage & Security

All data is stored on secure European servers (Hetzner, Germany). Connections are encrypted with TLS. Passwords are hashed with bcrypt. We use Anthropic's Claude for AI processing, which is built with safety and privacy at its core.

4. Third-Party Services

We use Anthropic (AI processing), Resend (email delivery), Stripe (payment processing), and Firebase Cloud Messaging (push notifications). Each service has its own privacy policy.

5. Data Retention & Deletion

Conversation data is retained for the duration of the tenant's account. You can permanently delete your account and all associated data at any time from the operator dashboard under Settings → Account → Delete Account. Upon deletion, all conversations, messages, operator accounts, contacts, knowledge base entries, files, and settings are irreversibly removed from our servers.

6. Your Rights

Depending on your location, you may have the following rights regarding your personal data:

  • Right to Access — request a copy of the personal data we hold about you.
  • Right to Rectification — request correction of inaccurate data.
  • Right to Erasure — request deletion of your data. You can also delete your entire account directly from the app (Settings → Account → Delete Account).
  • Right to Data Portability — request your data in a machine-readable format.
  • Right to Object — object to processing of your data in certain circumstances.

To exercise any of these rights, . We will respond within 30 days.

7. Mobile Applications

The FormalChat mobile app (iOS and Android) is a native wrapper for the operator dashboard. It requires the following permissions:

  • Push Notifications — to alert operators of new messages, conversation transfers, and handoff requests. You can disable notifications at any time in your device settings.
  • Internet Access — to communicate with FormalChat servers for real-time chat and API calls.
  • Camera & Photo Library — to take or select photos for sharing in conversations. Images are uploaded to FormalChat servers only when you choose to send them.
  • Haptic Feedback — for tactile confirmation when sending messages. No data is collected.

The mobile app does not access your microphone, contacts, location, or any other device data beyond what is listed above. We do not use any third-party analytics or tracking SDKs. Push notification tokens are stored securely on our servers and deleted when you log out or uninstall the app.

8. Contact

For privacy inquiries, .