Introduction
Welcome to VibeBack ("VibeBack", "Platform", "Service", "we", "our", or "us"), an AI-powered customer engagement platform owned and operated by Capricorn Infotech India Pvt. Ltd.
Your privacy is important to us. This Privacy Policy explains how we collect, use, disclose, process, store, and protect information when you access or use our websites, applications, APIs, software, widgets, integrations, and related services (collectively, the "Services").
By accessing or using the Services, you acknowledge that you have read, understood, and agree to the practices described in this Privacy Policy.
Scope
This Privacy Policy applies to:
- VibeBack Cloud
- Self-hosted deployments
- Website visitors
- Registered customers
- Trial users
- API users
- End users interacting with VibeBack-powered widgets
- Mobile applications (if applicable)
- Customer support interactions
This Privacy Policy does not apply to third-party websites, applications, or services that may integrate with VibeBack.
Information We Collect
Depending on how you use our Services, we may collect the following categories of information.
A. Account Information
When you register or subscribe, we may collect:
- Name
- Organization name
- Email address
- Phone number
- Billing address
- Company details
- Account credentials
- User role
- Profile preferences
B. Customer Data
Customers using VibeBack may upload or transmit data including:
- Customer conversations
- Chat transcripts
- Support tickets
- Feedback submissions
- Feature requests
- Knowledge base articles
- Documents
- Images
- Attachments
- Voice messages
- Contact details
- Metadata
This information belongs to our customers.
We process such information solely on behalf of the customer according to their instructions.
C. Technical Information
We automatically collect technical information such as:
- IP address
- Browser type
- Operating system
- Device identifiers
- Language preferences
- Screen resolution
- Network information
- Error logs
- Session identifiers
- Cookies
- Usage analytics
D. Error Tracking Information
When Error Tracking is enabled, the platform may collect:
- JavaScript exceptions
- Stack traces
- Source maps
- API failures
- Network requests
- Browser console logs
- Device information
- Application version
- Environment details
- Request metadata
- Crash reports
We recommend customers avoid transmitting sensitive personal information within application logs.
E. AI Processing Data
When AI features are used, VibeBack may process:
- Customer prompts
- AI prompts
- Knowledge base content
- Generated responses
- Conversation summaries
- Ticket summaries
- Sentiment analysis
- Classification results
Where customers use their own AI provider (Bring Your Own Key), requests are transmitted using the customer's configured credentials.
F. Feedback Data
The platform may collect:
- Ratings
- Surveys
- NPS responses
- CSAT responses
- Feature requests
- Product suggestions
- Comments
- Bug reports
- Votes
- Customer satisfaction metrics
G. Payment Information
Payment information is processed by our authorized third-party payment providers.
We do not store complete payment card information on our servers.
How We Use Information
We use information to:
- Provide the Services
- Create user accounts
- Authenticate users
- Process subscriptions
- Deliver customer support
- Improve platform performance
- Detect fraud
- Detect security incidents
- Monitor service availability
- Generate analytics
- Train customer-specific AI workflows
- Provide error diagnostics
- Send transactional notifications
- Respond to inquiries
- Comply with legal obligations
AI Services
VibeBack offers AI-powered capabilities including:
- AI Agent
- AI Chatbot
- Ticket summaries
- Knowledge search
- Sentiment analysis
- Categorization
- Workflow automation
Customers may configure their own AI providers.
Unless explicitly stated otherwise:
- Customer AI credentials remain under customer control.
- AI requests are processed according to the customer's selected AI provider.
- VibeBack does not use customer content to train third-party AI models without explicit authorization.
Legal Basis for Processing
Where applicable, we process personal information based on:
- Consent
- Contractual necessity
- Legitimate interests
- Legal obligations
- Protection of vital interests
Customer Responsibilities
Customers are responsible for:
- Obtaining necessary user consent
- Providing lawful notices
- Configuring retention policies
- Managing AI provider credentials
- Determining lawful processing purposes
- Protecting confidential information uploaded to the platform
Data Security
We implement commercially reasonable administrative, technical, and physical safeguards including:
- Encryption in transit
- Encryption at rest (where applicable)
- Access controls
- Authentication
- Audit logging
- Infrastructure monitoring
- Security testing
- Backup procedures
- Vulnerability management
No method of transmission or storage can be guaranteed to be completely secure.
Data Retention
We retain information only as long as necessary to:
- Provide Services
- Meet contractual obligations
- Resolve disputes
- Comply with legal requirements
- Enforce agreements
Customers may delete information through available administrative controls, subject to backup retention schedules.
International Data Transfers
Information may be transferred to countries where our infrastructure or service providers operate.
Appropriate contractual and technical safeguards are implemented where required by applicable law.
Your Rights
Subject to applicable law, individuals may have the right to:
- Access personal information
- Correct inaccurate information
- Delete personal information
- Restrict processing
- Object to processing
- Withdraw consent
- Receive a copy of personal information
- Lodge a complaint with a supervisory authority
Requests may be submitted using the contact information below.
Children's Privacy
The Services are not intended for individuals under the age required by applicable law.
We do not knowingly collect personal information from children.
If such information is identified, it will be deleted within a reasonable period.
Third-Party Services
VibeBack may integrate with third-party services including:
- AI providers
- Email providers
- Messaging platforms
- CRM platforms
- Payment gateways
- Analytics services
- Cloud storage providers
Their privacy practices are governed by their respective privacy policies.
Confidential Information
Customers may store confidential business information within the platform.
We treat customer data as confidential and implement reasonable safeguards to protect such information.
Business Transfers
If Capricorn Infotech India Pvt. Ltd. undergoes a merger, acquisition, reorganization, financing, or sale of assets, customer information may be transferred as part of that transaction, subject to applicable legal obligations.
Compliance
VibeBack is designed to support customers in meeting applicable privacy and security obligations. However, customers remain responsible for ensuring that their use of the Services complies with applicable laws and regulations in their respective jurisdictions.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time.
Material changes will be communicated through the website, application, or other appropriate means.
Continued use of the Services after such changes constitutes acceptance of the revised Privacy Policy.
Contact Us
For questions regarding this Privacy Policy or our privacy practices, please contact:
Capricorn Infotech India Pvt. Ltd.
G-5, Vikas Deep Building, Plot-18, Laxmi Nagar District Centre, Delhi, 110092, India.
Email: [email protected]
Sales: [email protected]
Helpdesk: [email protected]
Fingerprint (SHA-256): 61c9a61b3f502ee7cf62bc5204403cab5ce70ba2f9983b558af5889c52091b75