This Privacy Policy (the "Policy") sets out how Kind Technology Ltd. (the "Company" and/or "Kindway") collects, uses, retains, and processes information in connection with the use of the Reach product, including the application, dashboard, interfaces, communication channels, connections, embed components, management interfaces, demo areas, ancillary services, and any other component operated as part of the product (collectively, the "Product"). This Policy applies to the Product itself and to the activity carried out through it. To the extent that a particular service, dedicated area, integration, interface, or plan is also subject to a separate privacy document, separate agreement, DPA, or other commercial or legal document, the relevant provisions set out in those documents shall also apply. Use of the Product is also subject to the Reach Terms of Use, as updated from time to time. If you do not agree to this Policy and to the Terms of Use, you must refrain from using the Product or providing information through it.
1. Scope of the Policy and No Obligation to Provide Information
This Policy applies to information collected, provided, created, or processed in connection with registration for the Product, account creation, use during a trial period, purchase of a subscription, channel connections, entry of content, management of agents, management of conversations, use of management interfaces, integrations, billing processes, support inquiries, and any other use carried out through the Product. There is no legal obligation to provide the Company with personal information. However, providing certain details may be necessary in order to create an account, provide the Product, connect channels, enable certain features, respond to an inquiry, process billing, or support continued proper use of the Product, and without them we may not be able to grant access or provide the relevant capabilities in full.
2. Types of Information We May Collect
The Company may collect information that you provide when opening an account, purchasing a subscription, or using the Product, such as name, email address, phone number, company name, role, login details, contact details, and any additional information you choose to provide. In addition, the Company may collect and process information, content, files, instructions, settings, messages, knowledge sources, scripts, guidelines, prompts, configurations, conversations, end-customer data, integrations, campaigns, lists, or any other material that you enter, connect, upload, send, manage, or otherwise enable for use through the Product. To the extent the Product is connected to communication channels, integrations, or third-party services, the Company may also process information received from or through them, including conversations, messages, metadata, identifiers, usage data, end-customer details, message details, and content transmitted in connection with use of the Product. In addition, during use of the Product, technical, operational, and statistical information may be collected, such as IP address, device or browser identifiers, operating system, pages or screens viewed, times of use, actions performed, account identifiers, session data, usage data, operational metrics, logs, security data, error data, and similar usage information. The Company may also process information relating to billing, purchases, subscriptions, billing status, billing history, and transaction records, to the extent required for providing the Product, managing the account, collection, bookkeeping, dispute handling, or compliance with legal requirements. Payments in the Product are processed through an external payment processor and, as of the date of this Policy, through Rapyd. Accordingly, payment method details themselves are processed by the payment provider and are not retained by the Company, except to the extent limited transaction-related information is required.
3. How We Use Information
The Company may use collected information for the purpose of providing the Product, creating and managing accounts, operating agents, connecting channels and integrations, managing conversations, processing billing, providing support, maintenance, security, troubleshooting, preventing misuse, and complying with legal requirements. In addition, the Company may use information for the ongoing operation of the Product, measurement, analysis, control, performance improvement, development of new capabilities, and improvement of the user experience and business activity associated with the Product. To the extent a Customer chooses to enter into the Product content, instructions, configurations, materials, or feedback, the Company may also use them for the purpose of improving, adapting, developing, and refining the Product and its activity, provided that this does not derogate from the Customer’s rights in the raw content it provided and remains subject to applicable law and the confidentiality obligations applying to the Company.
4. Communication Channels and Customer Activity
To the extent the Customer uses the Product for communications, operation of agents, management of messages, processing of information, or operation of processes vis-à-vis customers, end customers, leads, employees, suppliers, representatives, or any other person on its behalf or in connection with its activity, including through Meta, WhatsApp, web channels, internal interfaces, integrations, or other channels, the Customer is responsible for ensuring that it has an appropriate legal basis for the collection, use, processing, sending, and transfer of the relevant information, as well as for any notice, consent, disclosure, opt-in, opt-out, or policy required on its part under applicable law and the policies of the relevant third parties. The Company is not responsible for determining on behalf of the Customer the legality of its activity, the wording of the messages or content it operates, the privacy policy or procedures applicable on its side vis-à-vis those recipients or users, or its compliance with the laws applicable to it. That responsibility rests with the Customer.
5. Cookies and Analytics
The Product may use cookies, tags, pixels, log files, temporary identifiers, session technologies, and similar tools, including for its proper and ongoing operation, security, login and permissions management, preference storage, fault detection, measurement and performance improvement, as well as to understand how the Product is used, improve the user experience, and support ongoing maintenance, monitoring, and development. As part of this, the Company may from time to time use analytics, monitoring, measurement, visual documentation, session replay, heatmaps, logs, observability tools, and similar operational tools, including third-party tools, to the extent they are used in the Product. The Company is not limited to any particular tool and may change, replace, or add means of measurement, analysis, documentation, monitoring, or improvement at its discretion and in accordance with its operational and business needs.
6. Use of Tools, Providers and Infrastructure
For the purpose of operating the Product and the activity associated with it, the Company may use services, infrastructure, systems, providers, servers, cloud providers, model providers, communication providers, payment providers, authentication providers, email providers, analytics providers, security providers, third-party platforms, and additional tools, in Israel or outside Israel. In selecting such providers and services, the Company acts reasonably and in accordance with its professional judgment, while taking into account, among other things, the nature of the service, its reliability, its quality, and its suitability for the Product’s operational and business needs. Within this framework, certain information may be stored, processed, made accessible, or transmitted through such services or providers, to the extent reasonably required for providing the Product, connecting channels, operating models, maintenance, security, support, billing, documentation, measurement, improvement, and business continuity. The Company will act reasonably to ensure that appropriate safeguards are used, in accordance with applicable law, the nature of the information, and the standard reasonably accepted in the circumstances.
7. Data Retention
The Company will retain information for the period reasonably required for the purposes for which it was collected or processed, including provision of the Product, account management, operation of agents, channel management, support, security, documentation, dispute handling, compliance with legal obligations, collection, bookkeeping, and protection of its rights. If a trial period ends without a subscription being purchased, access to the Product will be blocked, and the information entered during the trial period may be deleted immediately or within a short time thereafter. Where a paid subscription ends, is cancelled, or is not renewed, access to the Product will continue until the end of the billing period already paid for. Thereafter, the Company may retain information and content related to the account for a limited period of up to sixty (60) days for purposes of possible service renewal, support, handling inquiries, security, dispute resolution, compliance with legal obligations, and protection of its rights. At the end of that period, or within a reasonable time thereafter, the information will be deleted or anonymized, except for information that the Company is required or permitted to retain by law or for reasonable accounting, legal, or operational purposes. Without derogating from the foregoing, such deletion or anonymization may also take place in accordance with the Company’s reasonable backup and recovery cycles.
8. Information Security
The Company regards information security as a material part of operating the Product and of the responsibility associated with it, and acts to implement reasonable and customary safeguards for the protection of information, taking into account the nature of the Product, the types of information processed through it, and the relevant risks. As part of this, the Company may apply, as needed, access and permission controls, technological and organizational security measures, documentation and monitoring, and internal procedures and controls designed to reduce risks of unauthorized access, misuse, exposure, modification, disruption, or loss of information. At the same time, absolute security cannot be guaranteed, and naturally the Company does not undertake that its systems will be completely immune from unauthorized access, failure, malfunction, security incident, or other harm.
9. Rights and Requests Regarding Information
Subject to applicable law, you may contact the Company with a request to access personal information relating to you, request its correction or update, and, in appropriate cases, also request its deletion or cessation of marketing communications, to the extent applicable by law. The Company will review each request in accordance with applicable law, the nature of the information, the nature of the relationship, and the retention obligations applicable to it. To the extent a request relates to information of end customers that is processed by the Customer through the Product, the Company may refer the requester to the relevant Customer or handle the request in accordance with its role and the arrangements applicable between it and the Customer, if any.
10. Changes to the Policy
The Company may update this Privacy Policy from time to time, at its discretion. The updated version shall apply from the date it is published in the Product or on the relevant website, unless stated otherwise. In the event of a material change, the Company may publish a notice in the Product, on the website, by email, or take other reasonable steps, as it deems appropriate in the circumstances.
11. Contact
For questions, inquiries, or requests regarding this Privacy Policy, you may contact the Company through the contact interfaces within the Product or by email at: office@kindway.space.