Chat & AI Assistant Privacy Policy

MetacogAI Limited, trading as MetacogAI, provides AI chatbot and assistant technology used on client websites. When you use a chat service we operate, your data is processed by MetacogAI acting as a data processor on behalf of the website owner (the Data Controller). The Data Controller is the organisation that owns and operates that website.

Information you provide:

• Name (first name or full name, as you choose to provide)
• Email address or phone number, for follow-up contact
• Postcode or area information, to determine service catchment
• Your chat messages and queries

Technical information automatically collected:

• Chat session timestamps and duration
• Page URL where the chat was initiated
• Basic device and browser information necessary for chat functionality
• Session identifiers, to maintain conversation continuity

Special category data: we do not intentionally collect sensitive personal data (for example health, ethnicity or religious beliefs). If you share such information it will be flagged for human review and handled with additional care.

Under UK GDPR and EU GDPR, your data may be processed on the following legal grounds: legitimate interests (Article 6(1)(f)), to respond to your enquiry and provide customer service; and consent (Article 6(1)(a)), where you specifically opt in to additional communications or data processing.

We use your data to:

• Respond to your enquiry and route it to the appropriate team
• Provide continuity if you return to the chat within the same session
• Enable follow-up contact by your preferred method, email or phone
• Monitor service quality and prevent abuse or technical errors

We do not:

• Use your data for advertising or marketing without your explicit consent
• Train third-party AI models with your conversations
• Share your data with third parties except as required to provide the service

To deliver the chat service, MetacogAI works with trusted technology providers who supply:

• Cloud hosting and secure database services
• AI conversation management and orchestration platforms
• Chat interface and widget delivery systems

All providers act solely as processors on our behalf under strict contractual obligations. They cannot use your data for their own purposes.

International transfers: where data is processed outside the UK or EU, this is covered by adequacy decisions or Standard Contractual Clauses to ensure equivalent protection.

• Chat transcripts: retained for up to 12 months from your last interaction
• Contact details: retained for up to 6 months after your enquiry is resolved
• Technical session data: deleted when your session ends, or after 24 hours

You may request earlier deletion at any time.

The AI chatbot provides automated responses to help answer common questions and route enquiries. However:

• It does not make decisions with legal or similarly significant effects
• Complex queries are escalated to human staff
• You can always request to speak with a human

The chat service uses only essential cookies necessary for functionality:

• Session cookies, to maintain the conversation if you navigate between pages
• Preference cookies, to remember communication preferences within the session

We do not use advertising or tracking cookies. Any other cookies are controlled by the host website's cookie policy.

Under data protection law you have the right to:

• Access your personal data and details of how it is processed
• Rectify inaccurate or incomplete data
• Request erasure of your data, subject to business and legal needs
• Restrict processing in certain circumstances
• Data portability — receive your data in a commonly used format
• Object to processing based on legitimate interests
• Withdraw consent where processing is based on consent

To exercise your rights, contact either the website owner (Data Controller), via their main website privacy policy, or MetacogAI at moses@metacogai.io in our supporting role as Data Processor. We will respond within one month and may request ID verification.

Data Controller: the organisation that owns the website where the chat appears — see their main privacy policy.

Data Processor: MetacogAI — moses@metacogai.io.

Complaints: you have the right to lodge a complaint with the Information Commissioner's Office in the UK (ico.org.uk) or your local regulator.

We may update this policy to reflect changes in our practices or legal requirements. Significant changes will be highlighted when you next use the chat service.

This policy specifically covers the MetacogAI chat service. For other data processing on a host website, please refer to that website owner's privacy policy.