Privacy policy

Account holders: merchants who create workspaces, team members invited into a workspace, and Padorix administrators.

Website visitors: people browsing or chatting on a website that has installed the Padorix chat widget. Their data belongs to the business running that website (the "customer"). That business's own privacy notice governs how it uses that data; this policy describes how Padorix handles it as the customer's processor.

Prospects and contacts: people who visit padorix websites, contact us, or submit inquiries or support tickets.

• Identity and contact: first and last name, email address, phone number, country, profile photo.
• Workspace information: workspace name, logo, website URL, primary email, department, widget appearance, business hours, FAQs, tags and notification preferences.
• Credentials and security: password (stored only as an Argon2 hash, never in readable form), one-time verification codes, login timestamps, failed-login counters and temporary account locks, device push-notification tokens.
• Activity: conversations handled, messages sent, settings changed, invitations, exports, deletions and other actions recorded in our audit log.
• Plan and billing: each workspace's plan, subscription status (including whether it renews automatically), billing periods, payment and invoice records, and the identifiers our payment processor (Bachs) assigns to the customer, products, checkouts and subscriptions. Card and other payment details are entered on Bachs' hosted checkout and are never received or stored by Padorix.
• Usage counts used to apply plan limits, such as team members, images and voice notes sent per conversation, and AI assistant replies per month.

• Technical data: IP address, browser, operating system, device type, user agent, referrer and traffic source.
• Approximate location derived from the IP address (country, city, time zone, coarse coordinates). The lookup uses a geolocation database hosted on our own servers; the IP address is not sent to a third party for this.
• Browsing activity on the customer's website: pages viewed, visit counts, time on page, scroll depth and clicked elements, unless the customer excludes a page from tracking.
• Conversation data: the name and email the visitor provides, messages, images, voice notes and other attachments, replies (including replies written by the AI assistant where the business has switched it on), ratings and feedback, and offline inquiries.
• A random visitor identifier and conversation identifiers stored in the visitor's browser so the conversation can continue across pages.

• To provide the service: run workspaces, deliver chat messages in real time, show analytics, send notifications and keep conversation history.
• To secure the service: authenticate users, enforce permissions between workspaces, rate-limit and lock accounts after repeated failed logins, detect abuse, and keep an audit trail of sensitive actions.
• To communicate: verification codes, password resets, team invitations, security alerts and service notices. Optional product updates are sent only where permitted and can be switched off.
• To support and improve: troubleshoot errors, measure reliability and performance, and develop features. We use aggregated or de-identified data for this where possible.
• To meet legal obligations: respond to lawful requests, keep records required by law, and enforce our terms.
• We do not sell personal information, and we do not use customers' conversation content to advertise to anyone.

For account holders we rely on performance of our contract with you (providing the service), our legitimate interests (keeping the platform secure, preventing fraud, improving the service), compliance with legal obligations, and consent where it is required (for example optional marketing or non-essential cookies).

For website visitors, the customer running the website decides the purpose and legal basis and is responsible for its notices and any consent collection. Padorix processes that data only on the customer's documented instructions.

A business can switch on an AI assistant that answers its visitors' chat messages. When it is on, the visitor's message, recent messages in the same conversation, and relevant entries from that workspace's FAQs and knowledge base are sent to our AI provider (currently Google Gemini) solely to generate the reply. The assistant hands the conversation to the business's team when it cannot answer reliably or the visitor asks for a person. We configure the provider so that customer content is not used to train its general models where the provider offers that control, and we will update this policy and the sub-processor list before enabling a new AI provider.

For each AI reply we record its outcome, timing and the number of tokens used, without the message text, to apply each plan's monthly allowance, control costs and keep the service reliable.

AI output can be wrong. While the assistant is answering, the chat tells the visitor so and that they can ask for a person. Businesses remain responsible for their knowledge base and for reviewing answers before relying on them for decisions with significant effects.

• Within a workspace: the workspace owner and the team members they invite can see that workspace's conversations, visitors and analytics. Workspaces are isolated from each other.
• Service providers (sub-processors) acting on our instructions: cloud hosting and database infrastructure, Cloudinary (image, voice note and file storage), Google Firebase Cloud Messaging (push notifications), Resend and our SMTP mail provider (transactional email), and Google Gemini (the AI assistant, when enabled). The current list is kept in our Data Processing Agreement.
• Payment processing: Bachs processes payments for paid plans. It receives the account holder's name and email, the workspace name, the plan and amount, and the payment details entered on its hosted checkout, and handles them under its own terms and privacy notice as well as our instructions.
• Legal and safety: when required by law, court order or a competent authority, or to protect the rights, property or safety of users, the public or Padorix.
• Business transfers: as part of a merger, acquisition or sale of assets, subject to this policy continuing to protect the information.

Padorix is operated from Nigeria, and some providers process data in other countries, including the United States and the European Union. Where data leaves its country of origin we rely on appropriate safeguards required by the Nigeria Data Protection Act 2023 and, where applicable, the GDPR, such as adequacy decisions, standard contractual clauses and provider security commitments.

• Encryption in transit (HTTPS/TLS) for the dashboard, API, widget and real-time connections.
• Passwords hashed with Argon2; sessions in HTTP-only, secure cookies; signed per-session CSRF tokens on every state-changing dashboard request.
• Strict tenant isolation: every chat action and real-time subscription is checked against the workspace the user belongs to.
• Rate limits on login, verification-code and sign-up endpoints, plus automatic account locking after repeated failed logins.
• Least-privilege access, secrets held outside the codebase, security headers, audit logging of sensitive actions, and regular backups.
• No system is perfectly secure. If a personal data breach affects you, we will notify you and the relevant authority as required by law, and support our customers in meeting their own notification duties.

• Account and workspace data: for as long as the account or workspace is active.
• Deleted workspaces, accounts and visitor data: removed from the service immediately, kept in a recoverable state for a recovery window (currently 30 days) so accidental deletions can be reversed, then permanently erased. Copies in encrypted backups expire on the backup rotation cycle.
• Audit and security logs: kept for up to 12 months, or longer where needed to investigate an incident or meet a legal obligation.
• Billing records (plans, payments, invoices and subscription history): kept for the period required by tax and accounting law, including after a workspace or account is deleted. They are kept separately from conversation data and used only for accounting, disputes and legal compliance.
• Customers control the retention of their visitors' data and can delete it at any time from the dashboard.

Depending on where you live (including under the Nigeria Data Protection Act 2023 and the GDPR) you may have the right to be informed, to access your data, to correct it, to have it deleted, to restrict or object to processing, to data portability, to withdraw consent, and to complain to a supervisory authority such as the Nigeria Data Protection Commission.

Account holders can change their details and password in Settings, export a workspace's data, delete a workspace, and delete their account directly from the dashboard. For anything else, email support@padorix.com. We may verify your identity before acting and will respond within the time the law requires (normally within 30 days).

Website visitors: please contact the business whose website you chatted on; it controls your data and can export or delete it from its Padorix dashboard. If you contact us directly, we will forward your request to that business and assist it.

The dashboard uses a strictly necessary session cookie to keep you signed in, and stores a security token for the session in your browser. The widget stores identifiers in the visitor's browser so conversations persist between pages. When you pay for a plan you are taken to Bachs' hosted checkout, which uses its own cookies. See our Cookie Policy for details and choices.

Padorix is a business service and is not directed at children under 18. Customers must not use the service to knowingly collect children's data without a lawful basis and appropriate safeguards. Contact us if you believe a child's data was submitted to us in error.

We will update this policy when our services, providers or legal obligations change, and update the date at the top. Material changes will be announced in the dashboard or by email before they take effect where practicable.

Privacy questions, requests and complaints: support@padorix.com. Please include your account email or workspace name so we can locate your records.