Privacy Policy

1. Who we are

Quarito is live chat for websites. It's run by Ragib Anjum (“Quarito”, “we”, “us”). This policy covers our website, the Quarito dashboard, the chat widget our customers add to their websites, and the help centers they publish with us.

We handle personal information in two roles:

• For our own customers and website visitors, we decide how and why information is used. This covers your account, your use of the dashboard, and messages you send us.
• For chats on our customers' websites, the business running the website decides how its visitors' information is used, and we handle it on its behalf. If you chatted with a business through Quarito, that business's own privacy policy applies, and it's the best place to start with any request.

2. What we collect

When you use Quarito

• Your account: your name, email address, password (stored only as a one-way hash, never as you typed it), profile photo, time zone, and preferences such as theme and notification sounds.
• If you continue with Google: Google tells us your name, your email address, that Google has confirmed the address, and a number that identifies your Google account, which we keep so you can sign in with it again. We never see your Google password.
• Your sites and team: the websites you add (name, web address, image), the people you invite and their roles, working hours set for each person, message templates, help-center articles, chat widget settings and webhooks.
• How you use the dashboard: sign-in records (browser, device and IP address) so you can see and sign out of your sessions, and when you're online or away. We use your status to send chats to people who are available, and admins and managers on your sites can see it in Team activity.
• Your plan: which plan you're on and, on Premium, the status and dates of the subscription and its Paddle reference numbers. Your card or other payment details go straight to Paddle, our reseller; we never see or store them.
• Messages to us: what you send through our contact, partner, community and support forms, with the IP address it came from, so we can stop spam.

When someone chats on a website that uses Quarito

We collect this on behalf of the business that runs the website:

• The conversation: messages, files sent in the chat, and any rating or comment left at the end.
• Details the visitor gives: a name and email address entered in the chat, for example in a form before the chat or to have a copy of the chat emailed. If the visitor is signed in to the website, the website can pass these details to us itself.
• About the visit: the page's address and title, the page the visitor came from, how many pages they've seen on this visit and when it began, their browser and device, their time zone, their country (worked out from the time zone or the network) and their IP address.
• Bans: if a business blocks a visitor, a record of the block, including the IP address when the business blocks by IP address.

On our website

Like most websites, our servers keep basic technical logs, such as the IP address, the page requested and the browser, to keep the service secure and to find and fix errors. We also use Google Analytics to see how many people visit, which pages they read and how they found us (see Cookies, analytics and browser storage).

3. How we use it

• To provide the service: creating and securing your account, delivering chats as they happen, sending chats to available people, and sending the emails you or your visitors ask for, such as email verification, password resets, team invitations and chat transcripts.
• To keep it safe: preventing spam and abuse, limiting how fast messages can be sent, applying bans, and investigating problems.
• To help you: answering your messages and handling plan changes.
• To improve our website: Google Analytics reports show us, in total, which pages people read and how they found us.
• To keep you informed: important notices about your account, its security, and changes to our terms or this policy. We don't send marketing emails without your permission, and you can opt out of them at any time.
• To meet legal obligations, such as keeping records the law requires.

We don't read your chats, except when you ask us to help with a problem, or when security or the law requires it. We don't sell personal information or share it for advertising.

If you're in the European Economic Area or the UK, we rely on these legal bases: contract (to run the account you signed up for), legitimate interests (to keep the service secure, support you and improve it), consent (where we ask for it, which you can withdraw at any time), and legal obligation.

4. Cookies, analytics and browser storage

The dashboard, the chat widget and help centers don't set cookies, and don't use advertising or analytics tools. They use your browser's own storage for things the service needs to work:

• In the dashboard: your sign-in, kept until you sign out (or until you close the browser, if you didn't choose to stay logged in), and preferences on this device such as theme, the site you last picked and desktop notifications. While a sign-in with Google finishes, this tab also keeps a one-time code that proves the sign-in started here.
• In the chat widget: a random ID for the visitor's browser, so a chat carries on across pages and later visits; whether a chat is open; choices such as muted sounds; and, for this visit only, when it began, the page the visitor came from and how many pages they've seen.

None of this tracks people across other websites. You can clear it at any time in your browser's settings. Clearing it signs you out of the dashboard, and starts a new chat in the widget.

On our website (the pages you're reading now, such as the home page, pricing, help guides and blog), we use Google Analytics, through Google Tag Manager, to count visits and see which pages people read and how they found us. Google Analytics sets its own cookies, such as _ga, and sends Google your IP address, your browser and device, and the pages you visit, under Google's privacy policy. We use it only for our own statistics, never for advertising. To refuse it, block cookies for our website in your browser, use a content blocker, or install Google's opt-out add-on. It doesn't load in the dashboard, the chat widget or help centers.

When an account's owner upgrades to Premium, the dashboard loads Paddle's checkout from Paddle, which may use its own cookies to take the payment securely, under Paddle's privacy policy. Nothing from Paddle loads anywhere else.

If you choose “Continue with Google”, we send you to Google's own sign-in page, where Google's cookies and Google's privacy policy apply, and Google sends you back to us. No Google sign-in code loads on our pages.

5. Who we share it with

• Service providers who host our servers, databases and files, deliver our emails and protect our network. They may only use the information to provide their service to us, and must keep it secure. Ask us for the current list.
• Paddle.com, our reseller and merchant of record, which takes Premium payments. We give it the owner's account number and billing email to start the checkout; Paddle collects the payment details, address and tax information itself, and sends receipts. It uses this information as its own, under its privacy policy.
• Google sign-in: only if you choose “Continue with Google”. You sign in on Google's page, and Google tells us who you are (see What we collect). Google knows you used it to sign in to Quarito, under its privacy policy; we send Google nothing about you.
• Google Fonts: our website, the dashboard and the help centers load their fonts from Google, so your browser connects to Google, which receives your IP address. The chat widget doesn't do this.
• Google Analytics: on our website only (see Cookies, analytics and browser storage). Google receives your IP address, browser and device details and the pages you visit, and handles them under its privacy policy.
• Your team: people on your sites see the conversations, visitor details and, for admins and managers, Team activity, depending on their role.
• Places you choose: webhooks send chat events to the addresses you set, and chat transcripts go to the email addresses visitors give.
• When the law requires it, or when it's needed to protect the rights, property or safety of our customers, their visitors, the public or us.
• If our business changes hands, for example in a merger or sale. We'll tell you before your information moves to a new owner and becomes subject to a different policy.

6. How long we keep it

• Chats on the Free plan are deleted for good 15 days after their last message, along with their messages and files.
• Chats on the Premium plan are kept for as long as the account is open, unless someone on your team deletes them. Deleting a chat removes it for good.
• Team activity (when each person was online or away) is kept for 90 days.
• A sign-up you don't finish, because the code we emailed to confirm your address isn't entered, is deleted within an hour. No account is created without it.
• Your account, its sites and their settings are kept while your account is open, and so are sign-in records, so you can review them.
• Messages to us are kept for as long as we need them to help you and follow up.
• Google Analytics data about visits to our website is kept by Google for 14 months at most.
• When you close your account, we delete it, its sites and their chats within 30 days, except records the law requires us to keep, such as billing records. Copies in backups are overwritten in the normal course of time.

7. How we protect it

We protect information with measures suited to it: passwords are stored only as one-way hashes, connections to Quarito are encrypted, files shared in chats are kept at addresses that can't be guessed, webhooks are signed so you can check they came from us, and you can sign out any of your sessions from your account settings. Access to our systems is limited to the people who need it.

No service can promise perfect security. If you think you've found a security problem, please email us at [email protected]. If a breach affects your information, we'll tell you and the authorities as the law requires.

8. Your rights

Depending on where you live, you can ask us to:

• give you a copy of the personal information we hold about you;
• correct it (you can change most of it yourself in your account settings);
• delete it;
• give it to you, or to another service, in a format machines can read;
• stop or limit some uses of it, and withdraw consent you've given.

To ask, email us at [email protected] from the address on your account. We may need to confirm it's you, and we'll answer within the time the law allows, usually a month. We won't treat you differently for using these rights. If you're in the European Economic Area or the UK, you can also complain to your data protection authority.

California residents: you have the right to know what personal information we collect and how we use it, and to ask us to delete or correct it. We don't sell personal information or share it for cross-context behavioral advertising.

If you chatted with a business that uses Quarito, please contact that business, which decides how your chat is used. If you contact us, we'll pass your request on to it and help it answer.

9. International transfers

We and our service providers may store and handle information in countries other than yours, where data protection law may be different. When we move personal information out of the European Economic Area, the UK or Switzerland, we use safeguards the law recognizes, such as the European Commission's Standard Contractual Clauses.

10. Children

Quarito is a tool for businesses. It isn't meant for children under 16, and we don't knowingly collect their information to run our own service. If you think a child has given us their information, email us and we'll delete it. Customers whose websites are aimed at children are responsible for meeting the laws that apply to them.

11. Changes to this policy

We'll update this policy when our service or the law changes, and show the new effective date at the top of the page. If a change matters, we'll tell you by email or in the dashboard before it takes effect.

12. Contact us

Questions about this policy or your information? Email us at [email protected].

Using Quarito is also covered by our Terms & Conditions.