Privacy Policy

Matter Chat is an embeddable AI support assistant. The service is operated by Mohammed Banani, trading as Matter Chat, at matterchat.co.

For anything in this policy — including access, correction and deletion requests — write to [email protected]. A person reads that address.

This policy covers two relationships that data protection law treats very differently, and conflating them is how these documents usually go wrong.

• For your account — the person who signs up, configures a bot and pays — we are the controller. We decide what to collect and why, and this policy is our notice to you.
• For the people who talk to your bot on your website, you are the controller and we are your processor. We hold their messages because you asked us to, we act on your instructions, and we do not use their data for our own purposes.

• Account details: your name and email address, and either a password (stored only as a hash by our authentication provider) or an identifier from Google or Apple if you sign in that way.
• Workspace details: your workspace name, plan, billing status, and the dates governing your trial and any grace period.
• Billing identifiers: a Paddle customer id and subscription id. No card number, expiry or security code ever reaches our systems — see Payments below.
• Bot configuration: the bot's name, appearance, greeting, language, and the list of domains you have allowed it to load on.
• Knowledge sources: the addresses of pages you ask us to crawl, the text we extract from them, and any files you upload.
• API keys, stored as a hash plus a short non-secret prefix so you can recognise a key in a list. We cannot recover the key itself — if you lose it, you issue a new one.
• Product analytics: pages viewed in the dashboard and marketing site, and significant actions such as completing signup or finishing a first crawl.

When someone uses a bot you run, we store the following so that you can read the conversation, follow up, and improve the bot.

• The messages exchanged, including anything the visitor chooses to type, plus any rating they give an answer and whether the assistant flagged its own answer as low confidence.
• A random visitor identifier generated in the browser. It is not a name, an account, or anything we can resolve to a person by ourselves — it exists so a returning visitor sees their own history.
• The address of the page the conversation happened on.
• Files the visitor attaches, where you have enabled attachments.
• Contact details, when a visitor submits the contact form or types an email address into the chat: their email address, and where given a name, topic and message.
• An IP address, used to rate-limit abuse and to enforce blocks. It is stored only when you choose to block a visitor; otherwise it is used in the moment and not retained.

Answering a question means sending the visitor's message, the recent conversation, and the passages retrieved from your own content to a language model. Today that model is provided by OpenAI, reached either directly or through the Vercel AI Gateway.

We use these providers under their commercial API terms, which do not permit them to train their models on data submitted through the API. We do not train any model on your content or your visitors' conversations, and we do not sell either.

Paddle is our merchant of record. When you subscribe, you buy from Paddle, Paddle handles the payment and any sales tax, and Paddle appears as the seller on your invoice. Card details are entered on Paddle's own checkout and are never transmitted to or stored by us.

We receive from Paddle only what we need to run your account: an identifier for you and your subscription, which plan you are on, and whether it is active. Paddle's own privacy notice governs what they hold as a controller.

These are every third party that can access customer or visitor data. Regions are the ones actually provisioned, not each vendor's head office.

The services marked optional are engaged only if you connect them yourself. If you never link a Slack workspace, no data reaches Slack.

• Conversations and the contact details captured in them: for the retention window you set in your account settings. If you leave that empty, we keep them until you delete them — the setting says "leave empty to keep everything", and this policy will not quietly contradict it.
• Attachments: on a fixed window per plan, whether or not you set a conversation window, because files are the one store here that grows without a ceiling.
• Account and billing records: for as long as your account exists, and afterwards only where we must keep them — invoices and tax records in particular.
• Analytics and error reports: on our analytics provider's retention schedule. These carry no message content.

Deleting a bot deletes its conversations, its captured contacts and its uploaded files. Closing your account deletes the workspace and everything under it.

We use a small number of cookies on our own site, and none on yours.

• A session cookie set by our authentication provider, which keeps you signed in. Strictly necessary; without it the dashboard cannot work.
• A short-lived cookie used to show a newly created API key exactly once, deleted by the same response that displays it.
• A cookie recording an administrator viewing a workspace for support purposes.
• Analytics cookies from PostHog, served through a first-party path on our own domain so that they are not blocked as third-party requests. We do not record sessions, and we do not capture clicks automatically — only the specific events listed above.

The embeddable widget sets no cookies at all on your website. It keeps a visitor identifier, recent conversation ids and a "last read" marker in localStorage on the visitor's own device.

• Every table carrying customer data denies access by default at the database level, and is reachable only through the application's own server-side credentials.
• API keys are stored hashed. Billing webhooks are rejected unless their signature verifies.
• The widget will only load on domains you have explicitly allowed.
• All traffic is served over HTTPS with strict transport security.

If you are in the UK or the European Economic Area you have the right to ask for a copy of the personal data we hold about you, to have it corrected or deleted, to receive it in a portable form, to restrict or object to how we use it, and to withdraw consent where we relied on it.

Write to [email protected] and we will respond within one month. You can also complain to your national data protection authority; we would rather you came to us first, but it is your right either way.

If you are a visitor who talked to a bot on someone else's website, contact that website's operator. They decide what happens to that conversation; we hold it for them. If you cannot reach them, write to us and we will pass your request on.

Matter Chat is a business tool and is not directed at children. We do not knowingly collect data from anyone under 16. If you believe a child's data has reached us through a bot, tell us and we will remove it.

When this policy changes we will update the date at the top of the page. If a change materially affects how we handle your data or your visitors', we will email account holders rather than rely on you noticing.