Privacy, terms, and cookies

What it is

Three public pages carry the agreements between you and Agentency:

• The privacy policy — what personal information we collect, why, how long we keep it, and what rights you have over it.
• The terms of service — the rules for using the platform, what you are responsible for, and what we do not promise.
• The cookie policy — every cookie the website sets, what each is for, how long it lasts, and how to change your choice.

They are the binding documents. This article describes what each one covers so you know which to open; it does not restate them and cannot be relied on in their place.

When you would use it

Open the privacy policy when someone asks how customer data is handled, or when you are completing a data protection review.

Open the terms when you need to know who is responsible for what — particularly the section on AI outputs, which matters if a wrong answer could cost someone money.

Open the cookie policy when you want to change what the website is allowed to set, or when a colleague asks what a specific cookie does.

Where to find it

All three are in the legal row at the bottom of every public page: Privacy, Terms, Cookies. You can also go straight to /privacy, /terms, or /cookies. No account is required, and each page shows the date it was last updated.

What you will see

The privacy policy runs through thirteen numbered sections: what is collected (account details, chat communications, usage data, technical information); how it is used; the recording of communications and why; when information is shared, which is never for sale and only in narrow circumstances; security measures; retention; your rights over your own data; cookies and tracking; third-party services; children's privacy; international transfers; how changes are handled; and how to contact us.

The terms of service are deliberately short, in five sections: using Agentency and your responsibility for the knowledge, instructions, customer data, and integrations you configure; acceptable use, including that you must have the right to process the content you upload; AI outputs, which states plainly that AI-generated responses may be incomplete or incorrect and that you should review critical workflows, configure human escalation for sensitive cases, and keep your knowledge accurate; accounts and billing; and contact.

The cookie policy lists cookies by category. Strictly necessary ones — sign-in, security, and the record of your cookie choice — are always set, because the site cannot function without them. Preferences, analytics, and advertising cookies are set only after you allow them. The page shows each cookie's purpose and lifetime, names the third parties involved, and carries a Change cookie settings control. Your choice is remembered for six months and then you are asked again.

Two roles, not one

This trips people up, so it is worth separating:

• Between you and us, these three pages apply. They govern your use of the platform.
• Between you and your own customers, they do not. When your chatbot collects a name, an email, or an order number from a visitor on your website, you decide the lawful basis and you owe those people your own privacy notice. The platform gives you the controls — configurable retention, and erasure or anonymisation of an individual customer record — but the policy is yours to write.

The Customers and leads category covers those controls, and the security page describes the platform's protections and their honest gaps.

Limits and plan notes

The legal pages apply to every account on every plan, including Free. They are published in English.

If you have a signed commercial agreement with us, that agreement governs where it differs from the published terms.

Common problems

I need to know when a policy changed.

Each page shows a "last updated" date near the title. Check it before assuming a policy is the version you read last quarter.

I want to withdraw cookie consent.

Use Change cookie settings on the cookie policy page. Strictly necessary cookies stay — they are how the site remembers you are signed in and how it records the choice you just made.

Someone has asked me to delete their data.

If they are your customer, you can do that yourself from your own dashboard, one record at a time or in bulk, including the details captured by any action they triggered. See the Customers and leads category. If the request concerns your own Agentency account, use Contact support.

I need a signed data processing agreement or a completed security questionnaire.

Ask through the contact page on the public site. Read the security page first — it lists what we do not offer yet, which often answers the questionnaire faster.