Privacy Policy

Questo is a customer-support assistant for online stores, run by Questo, an individual operator based in India. Questo is not a registered company.

• For your account (you, the store owner or team member), we are the data controller: we decide how that data is used, as described here.
• For your customers’ conversations and the knowledge you add, we are your data processor: we handle that data only to provide the service to you, on your instructions. You are the controller for it.

We use personal data only to:

• Provide the service: run your agent, answer your customers, hand conversations to your team and show you what happened (legal basis: performing our contract with you).
• Bill you and keep credit and payment records (contract, and legal obligations for tax and accounting).
• Keep Questo secure: prevent abuse, spam and attacks, and fix errors (our legitimate interest in a safe, working service).
• Improve your own agent: when you choose to, turn your team’s replies into answers your agent can reuse. Text that looks like personal data is left out first.
• Talk to you about your account, changes to these terms and important service notices.

We do not use your data or your customers’ conversations to train AI models for anyone else, and we do not combine your data with data from other accounts.

We do not sell, rent or trade your personal data or your customers’ data, and we never will. We do not show advertising, we do not use advertising or tracking cookies, and we do not share data with data brokers. Data leaves Questo only to the service providers listed below, who process it on our behalf to run the service, or where the law requires it.

We use these service providers to run Questo. Each receives only what it needs for its task.

We may also disclose data if the law requires it, for example to answer a valid court order, and we will tell you first unless we are legally prevented from doing so.

Your account data and your customers’ conversations are stored in a database in the European Union (Frankfurt, Germany). Some providers, including Clerk, Cohere and the AI model providers, process data in other countries, which can include the United States and, depending on the AI model in use, other countries such as China. Where personal data from the EU or UK is transferred outside it, we rely on the safeguards the GDPR allows, such as the European Commission’s Standard Contractual Clauses offered by those providers.

We keep data only as long as we need it for the purposes above:

• Delete your workspace data in Settings → Danger zone. This deletes immediately and permanently your agents, knowledge (including the files you uploaded), customer conversations, tickets, learned answers and Shopify connections. It cannot be undone.
• Close your account by writing to privacy@questo.example from the email address on your account. We finish within 7 days: we delete your login, your account record and your credit history, and cancel any subscription so you are not charged again.
• You can also delete single documents, conversations or agents at any time. Deleting a document removes its file, its sections and its search index.

Copies in our database provider’s backups are overwritten automatically as its short backup window passes, normally within a few days. Payment records we must keep by law are kept for the required period and then deleted.

We take the security of your data seriously and use measures such as:

• Encrypted connections between your browser, our servers and our database.
• Passwords handled by Clerk; we never see them. Sign-in tokens are checked on every request.
• Shopify access keys stored encrypted.
• Strict separation between accounts: every request is limited to the account it belongs to, and this is tested automatically.
• The chat widget runs only on the websites you register, and customer sessions expire after 30 minutes.
• Rate limits against abuse, and checks designed to stop the agent from revealing internal details or following instructions hidden in customer messages.
• Deleting data is limited to account admins.

No system connected to the internet can be made completely secure, so we cannot guarantee that data will never be accessed without permission. You are responsible for keeping your password safe and for the activity on your account.

If we learn of a security breach that affects your personal data, we will act straight away to contain it, tell the affected account owners without undue delay, and notify the data protection authorities where the law requires, within 72 hours of becoming aware of it where the GDPR applies. Our responsibility for a breach is set out in the Terms of Service.

Wherever you live, you can ask us to do the following with the personal data we hold about you. If you are in the EU, UK or EEA these are your rights under the General Data Protection Regulation (GDPR); in India you have similar rights under the Digital Personal Data Protection Act, 2023.

• Access: get a copy of your data.
• Correction: fix data that is wrong or incomplete.
• Deletion: have your data erased.
• Portability: receive your data in a common, machine-readable format.
• Restriction and objection: limit or object to how we use it, including anything based on our legitimate interests.
• Withdraw consent where we rely on it, at any time.

Write to privacy@questo.example from the email on your account. We reply within 30 days and do not charge for reasonable requests. You also have the right to complain to your local data protection authority.

When your customers chat with your agent, you decide what the agent knows and how long conversations are kept. You are responsible for telling your customers how their data is used, for example in your own privacy policy, and for having a lawful basis to process it. The widget shows customers a short notice that the chat is stored, and you can add a link to your own privacy policy to it in the Playground.

If one of your customers asks us about their data, we will pass the request to you and help you answer it. The chat history shown in the widget is also kept in the customer’s own browser (the last 20 messages) so the conversation survives a page reload.

We use only what the service needs to work. There are no advertising or tracking cookies.

Our website loads its fonts from Google Fonts, which means your browser connects to Google when you visit it.

Questo is a business tool for people aged 18 or over. We do not knowingly collect data from children. If you believe a child has created an account, write to privacy@questo.example and we will delete it.

We may update this policy as Questo changes. When we make a significant change we will tell you by email or in the dashboard and ask you to accept the updated terms before you continue. The date at the top shows when it last changed.

For any question about privacy or this policy, or to exercise your rights, write to privacy@questo.example.