Privacy Policy

1. Two different roles

PixelPoynt, LLC (“Talvo”, “we”, “us”) handles two kinds of personal information, and the rules differ for each.

• Information about our customers. If you sign up for Talvo, we decide how your account information is used. We are the controller for that data, and this policy governs it.
• Information our customers collect using Talvo. When a business uses Talvo to talk to its own customers, the messages, contacts and support history belong to that business. We process it on their instructions, as their processor. If you contacted a company through a chat widget powered by Talvo, that company decides how your data is used — ask them, and they can delete it.

If you are a business using Talvo and need a Data Processing Addendum covering that second role, write to support@talvo.chat or use our contact form, and we will send you one to sign.

2. What we collect

Account and workspace information

Your name, email address and a securely hashed password. Avatar image if you set one. Your workspace's name, brand color, business hours, and the settings you configure.

Conversation and contact data

Messages exchanged through the chat widget or by email, file attachments, contact records (name, email, phone, company, location and any custom attributes a customer chooses to send), product events, satisfaction ratings and survey responses, bookings, and live-visitor activity such as the page being viewed and the referring URL. Businesses using Talvo decide what enters this category.

Technical and usage information

Sign-in attempts and IP addresses (used to detect abuse and rate-limit), an audit log of configuration changes, device tokens if you enable push notifications, and aggregate records of AI usage and cost. We do not use advertising trackers or sell personal information.

Payment information

Payments are handled by Stripe. Card numbers never reach Talvo's servers — we store only the identifiers Stripe gives us for your customer and subscription records, plus your plan and its status.

3. How we use it

• To run the service — delivering messages, routing conversations, sending notifications.
• To authenticate you and keep accounts secure.
• To bill for paid plans and meter usage.
• To provide support when you ask for it.
• To detect, investigate and prevent abuse.
• To meet legal obligations.

4. Artificial intelligence

Talvo's AI features — automatic replies, reply suggestions, summaries, translation, and conversation analysis — work by sending the relevant conversation text and knowledge-base articles to third-party model providers through OpenRouter, solely to produce the requested output. Section 6 names the providers those requests can reach.

We do not use your content to train our own models. A business can turn AI features off for its workspace in Settings. AI output can be wrong; replies drafted by AI should be reviewed like any other draft.

5. Cookies, analytics and local storage

We do not use advertising cookies, cross-site tracking, or any third-party marketing pixel. What we do use is listed here in full.

• A sign-in cookie. When you log in we set one cookie that keeps you signed in. It is HttpOnly, sent only over HTTPS, and expires after a week. Without it you could not stay logged in, so it is strictly necessary and does not require consent.
• Page analytics, stored nowhere on your device. Our hosting platform records a page view for each page you open — the path, the referring page, your browser's user-agent string and language, and a country guessed from your device's timezone. It never receives the query string, the fragment, or your IP address. We have configured it to keep its session identifier in memory only, so nothing is written to your browser's storage for analytics and there is no analytics cookie or consent banner to click.
• Local storage that makes the product work. The chat widget and our customers' public boards remember a few things on your own device: which conversation you have open, whether you dismissed the greeting, whether you already rated a conversation, whether you already voted on a feature request, and a random identifier for your visit. That identifier is sent to the business whose widget you are using, so their live-visitor view shows you as one person browsing rather than a new stranger on every page; it is not used for advertising, is not shared across different businesses' websites, and clearing your browser data removes all of it.

6. Who we share it with

We do not sell or share personal information for advertising. We disclose it to the service providers below, each only to the extent needed to run Talvo.

Which model providers a given request reaches depends on the model the workspace has selected in Settings. We may also disclose information if required by law, or as part of a merger or acquisition — in which case we will say so before your information becomes subject to a different policy.

7. How long we keep it

Account and workspace data is kept while your account is active. Conversation and contact data is kept until the business that owns it deletes it or closes its workspace. Security and abuse-prevention records — failed sign-in attempts, rate-limit counters and webhook delivery logs — are kept only as long as they serve that purpose; failed sign-in attempts are cleared within about fifteen minutes of the last one.

You can delete your account at any time from Settings → Team → Your account on the web, or from the Account tab in the mobile app. Doing so permanently removes your login, password, notification settings and personal profile. Replies you sent remain in your team's conversation history under your name, because they are part of that business's record of a customer conversation. If you are the last member of a workspace, the workspace and everything in it is deleted with your account.

8. Your rights

Whoever and wherever you are, you can ask us to access, correct, export or delete your personal information, and you can object to how we use it. Write to support@talvo.chat or use our contact form. We respond within 30 days and we will not treat you differently for asking.

If your data was collected by a business using Talvo, send your request to that business — they control it, and we will help them act on it.

If you are in the EEA, the UK or Switzerland

You also have the right to restrict processing, to data portability, and to lodge a complaint with your local supervisory authority. We rely on these legal bases: performance of a contract for running the service and billing you; legitimate interests for keeping accounts secure, preventing abuse and understanding aggregate product usage; and legal obligation where the law requires us to keep something. Where we ever rely on consent, you can withdraw it at any time.

If you are in California

You have the right to know what we collect and why, to delete it, to correct it, and to opt out of sale or sharing. There is nothing to opt out of: we do not sell personal information and we do not share it for cross-context behavioral advertising, and we have not done so in the preceding twelve months. Exercising any of these rights will never cost you service or a worse price.

9. Security

Traffic is encrypted in transit. Passwords are stored as salted hashes, never in readable form. Access to production data is limited to people who need it, and platform-level access to a customer workspace is recorded in an audit trail. No system is perfectly secure, and we will not claim otherwise.

10. International transfers

Talvo and its providers may process information in countries other than yours, including the United States. Where required, we rely on appropriate safeguards for those transfers, including the European Commission's Standard Contractual Clauses and the UK Addendum; these form part of the Data Processing Addendum described in section 1.

11. Children

Talvo is a business tool and is not directed at children. We do not knowingly collect personal information from anyone under 16. If you believe a child has given us information, contact us and we will delete it.

12. Changes

If we change this policy we will update the date at the top, and tell account holders directly when the change is significant.

13. Contact

Talvo is operated by PixelPoynt, LLC, a limited liability company based in Chapel Hill, North Carolina 27517, United States. PixelPoynt, LLC is the data controller for the account information described above. Questions, requests, complaints or a Data Processing Addendum: support@talvo.chat, or our contact form. See also our Terms of Service.