Privacy Policy

Docutize is a trading name of [Company legal name], a company registered in [country] (company number [number]), registered office [address]. We're registered with the Information Commissioner's Office (ICO), number [ICO registration number].

For anything about your data, email hello@docutize.io [or a dedicated address such as privacy@docutize.io].

[EU representative under Article 27 of the EU GDPR, if one is needed]

We're the controller for data about:

• people who visit our website, join our waitlist or contact us;
• our customers' team members, who sign in to the Docutize dashboard;
• our customers' company and billing details, and billing for our customers;
• records of who accepted our Terms and Data Processing Agreement on a company's behalf.

We're a processor for data about end users - the people who use a company's help center at company-name.docutize.io - and for anything else a company puts into Docutize. The company decides what it collects and why; it's the controller, and we act only on its instructions, under our Data Processing Agreement.

If you use a company's help center

Each help center has its own privacy notice, from the company that runs it, at company-name.docutize.io/privacy and linked in the help center's footer. Docutize generates that notice for the company from its settings, unless the company links its own - but it's the company's notice: the company is the controller for its customers' data and is responsible for what the notice says.

Read that notice, and contact the company first about your data - it can see, export, correct and delete it. If you contact us instead, we'll pass your request to the company and tell you we've done so. Data we process for companies shows what a company can collect through Docutize; what a particular company collects depends on its settings.

Website visitors, the waitlist and people who contact us

• Waitlist: Docutize isn't open to new companies yet. If you join our waitlist, we keep your email address, when you joined, and what brought you: the page your visit to our site began on, the campaign tags in the link you followed (utm_source, utm_medium, utm_campaign, utm_term and utm_content - they say which of our ads or links it was) and the website you came from (its name only, such as google.com). We don't email you when you join, and we'll email you only to tell you when Docutize opens to new companies. What brought you tells us which of our pages and ads work. The waitlist uses no cookies or tracking pixels. We don't keep your IP address: to stop misuse, we count sign-ups from each IP address with a keyed hash of it, deleted within 24 hours. We also record when you agreed to hear from us and which version of the form's wording you saw, so we can show what you agreed to. If you later sign up for Docutize with the same email address, we note on your entry that you did, and which company account you joined. Only Docutize's own staff can see the list, on our private admin site, and every export of it, deletion from it and change to it there is logged. To leave the list at any time, use the link in our email or email hello@docutize.io, and we'll delete your entry.
• Contact form: your name, email, company (optional), what it's about and your message - and, if you're signed in to Docutize, your account email, role and organisation. It reaches us as an email to hello@docutize.io, sent through our email provider, and we use it only to reply. The form stores nothing itself.
• Emails you send us, and our replies.
• Technical data our hosting provider handles to deliver pages and keep them secure, such as your IP address and browser.
• Visit statistics: on docutize.io and in the dashboard, Vercel Web Analytics (from Vercel, our hosting provider) counts page views. For each one it records the page's address, the website you came from, your country, region and city (worked out from your IP address, which Web Analytics doesn't store), your browser, operating system and type of device, and the time. Before anything is sent, we remove everything after a "?" in the address and replace record numbers in it with [id], and pages whose address carries a sign-in, invitation or similar code aren't counted at all. It tells one visit from another with a code made from your request, which it discards after 24 hours, and it doesn't follow you across other websites or build a profile of you. Vercel Speed Insights (also from Vercel) measures how fast the same pages load and respond: for a visit it records the page's address (cleaned in the same way), how long the page took to appear and to respond, which part of it was slowest (such as an image), your connection speed (such as 4g), browser, operating system, type of device and country, and the time. It doesn't tell one visitor from another or connect one page to the next. Neither uses cookies or stores anything on your device, and we see only totals, such as how many people viewed a page or how fast it loaded for most of them. Help centers and our staff admin site use neither. You can turn both off for your browser in Cookies and browser storage, and neither runs if your browser sends Global Privacy Control or Do Not Track.

Team members

• Account: your name, email and password (stored hashed by our sign-in provider). If you sign in with Google or Microsoft, we receive your name, email and account ID from them.
• Organisation and role: which organisation you belong to and your role (owner, admin or member). For invites, the invitee's email and who invited them.
• Settings: your notification choices.
• Activity that's part of the product: replies, internal notes, @mentions, assignments, guide comments, what you've read, approvals, your private Knowledge Base AI chats, and who accepted an AI chat risk acknowledgment and when.
• Security records: email and password changes (we email you about them), and sign-in records kept by our sign-in provider.
• Visit statistics: the dashboard pages that are viewed and how fast they load, recorded as described for website visitors above, never with your name or email.

We use this to provide the dashboard, keep accounts secure, send service emails (invites, new tickets and replies, mentions, assignments, new claims, deletion requests, trial and storage reminders, security notices) and give support. We don't send marketing emails from the app; the waitlist's one email goes only to people who joined it.

Company and billing details

• Company details (Settings → Company): the legal company name, company number, VAT or tax ID, registered address, billing email and contact, phone, website and privacy contact email. These are business details, but they can include personal data - for example a sole trader's name and address, or a named billing contact. Owners and admins enter them; members can't see them.
• We use them to know who our contract is with, for invoices, tax and notices, and - as the company instructs - in its help center's privacy notice, which shows its legal name, registered address, country and privacy contact email (or its support email) unless the company links its own notice.
• Stripe handles payments and invoices. We give Stripe the company's legal name (or brand name, until there is one), address, billing email, phone, tax ID and company number, and its brand name. The team member who subscribes enters payment details on Stripe's page.
• We store your Stripe customer and subscription IDs, plan, status and renewal date, and the usage counts we need to apply limits and charge for extra claims.
• We never receive or store full card numbers.

Records of accepting our terms

Creating an organisation means agreeing to our Terms of Service and Data Processing Agreement on the company's behalf; owners and admins accept new versions when they change materially. Each time, we record:

• who accepted - their Docutize login and its email address;
• the legal company name, brand name and country entered;
• the version of the Terms, the Data Processing Agreement and this Privacy Policy;
• the time, and the IP address and browser used.

We keep these as evidence that the contract was made and on what terms, and to establish or defend legal claims. The company's owners and admins can see its records. They're kept after the organisation is deleted, and removed six years after the account closes.

Security and abuse prevention

• Rate limits on help centers use a one-way hash of the visitor's IP address combined with the help center, so one visitor can't be linked across different companies. These counters are deleted after 10 minutes to 2 days.
• Signed-in end users also have limits per account - on requests, messages, claims, product registrations, uploads, chat photos and videos, and guide comments. They're counted from what the account has already sent, or with a counter under its account ID that's deleted within 2 days.
• The waitlist form limits sign-ups from one IP address with a keyed hash of it, deleted within 24 hours. We don't store the IP address itself.
• Sign-in, sign-up, password reset, contact and waitlist forms are checked by Cloudflare Turnstile, which looks at your IP address and browser details to tell people from bots. On the home page, the check starts only once you click or type in the waitlist form. Cloudflare also uses these signals to improve its bot detection - for that it's a controller in its own right, as its Turnstile Privacy Addendum describes.
• Our hosting and database providers keep server logs, which include IP addresses.

We process this only to provide Docutize to the company, on its instructions. We don't use it for our own purposes, sell it or use it for advertising. Depending on how a company uses Docutize, it can include:

• Account: name, email, password (stored hashed), phone, saved address, email-change history, notification choices, time zone, language, last sign-in and when you were last active ("online now").
• Products and orders: product registrations, serial numbers and proofs of purchase; orders the company imports (order number, purchase email, dates, products and quantities) and order lookups. If someone registers a product bought by someone else, the purchaser is told by email.
• Warranty claims: your answers, address, country, phone, requested parts, photos and videos, tracking numbers, shipping labels the company buys for you, and any changes you ask for. Where a form asks for an address or country, it can start with the country of your IP address (from our hosting provider), which you can change - whether or not the company has signals on. Nothing is kept unless you send the form.
• Support requests: sent from the request form or from the chat in the corner of every help-center page (where a message to the company's team, or an AI chat handed to it, becomes a request) - messages, attachments (including photos and videos) and ratings, plus the company team's tags, notes, AI summaries and AI reply drafts.
• Searches and AI chat: where a company has AI chat on, the chat in the corner of every help-center page is its AI assistant. Conversations are stored so the company can review them. Anonymous chats are stored with a hashed IP address; chats started while signed in are saved to your account, and you can view or delete them. Chats are deleted 12 months after their last message. When you send a message, the chat also sends which page you're on (the product, collection, section, guide step, document or file you have open, or the registration you picked on a claim form) so it can answer about it. What you type into search boxes is not sent with your message.
• Photos and videos in the chat: only signed-in end users can send them - from their files, or taken with a phone's camera or, once the browser has asked their permission, a computer's webcam (and its microphone, for a video's sound). Each photo is made again on our servers without its metadata - location, camera, date taken and the rest - and the original deleted. A video has the location and device details phones record in it removed in the browser before it's uploaded, and we refuse one that still has them; other details a video can carry, such as its own timestamps, stay. In an AI chat, photos go to Anthropic so the assistant can see them, and an AI-written description of them is kept with the conversation and used for search (see How AI processes data). Videos are never sent to AI; they're kept for the company's team.
• Guide comments: signed-in end users can comment on a company's published guides - comments, replies, images and Helpful votes. Comments are public: anyone who can open the guide sees them, with the author's first name and last initial. Images are made again without their metadata, like chat photos.
• Signals (on by default; each company can switch them off): IP address, approximate location (country, region and city, worked out from the IP address by our hosting provider - we don't use any other lookup service), device, operating system, browser, time zone and language. Recorded when you sign up, sign in, send a request or message, submit a claim or register a product, and the help center says so where it's recorded. Companies use them to verify claims. Deleted after 12 months, or with your account.

Claim checks flag things for the company's team - for example, when the IP address's country differs from the delivery country, or a serial number appears on more than one account. They're prompts for a person to look at; neither Docutize nor the checks decide a claim.

Emails about your account, claims, registrations and requests are sent by Docutize in the company's name.

For the data we control, we rely on:

We rely on consent only for the waitlist. You can withdraw it at any time by emailing hello@docutize.io, or with the link in our email when Docutize opens, and we'll delete your entry. For end-user data, the company chooses the lawful basis.

• Anthropic (Claude models) writes AI answers, chat replies, support reply drafts, request subjects (automatically, as a help-center request comes in), chat handoff summaries, customer summaries, draft claim changes (from the claim's answers, which can include a name, email and phone number) and parts extraction, rewords search questions, looks at photos sent in a help center's AI chat, and suggests which product a Knowledge Base item belongs to, from the item's name, path and text.
• Voyage AI turns text into embeddings for search: document text when a company uploads or refreshes it, the searches and questions people type, and the descriptions of chat photos.

We send only what a task needs: the question or request, relevant excerpts from the company's documents, recent messages in a chat, which help-center page a chat message was sent from, and - for support and warranty features - the relevant ticket thread, claim answers or customer history (which can include names, products, serial numbers and orders). We never send passwords or payment details.

A photo sent in a help center's AI chat, made again without its metadata, goes to Anthropic on the turn it's sent, at most twice: once to describe it in a few words for search (the model is told not to describe people) and, when the company's documents have an answer, once with the question. After that, only the description goes with the conversation. Videos are never sent to AI.

• Under Anthropic's commercial terms, Anthropic doesn't use data sent through its API to train its models, and normally deletes it within 30 days - longer only if it's flagged as breaking Anthropic's usage policy or the law requires it.
• We've opted out of Voyage AI using what we send it for training, so Voyage AI deletes it once it's been processed.
• We don't use anyone's data to train AI models.
• AI never sends anything by itself: drafts wait for a person, and claim changes need a person's approval.
• We don't make decisions with legal or similarly significant effects about anyone solely by automated means.

• Our subprocessors, only as needed to run Docutize, our website and our waitlist.
• Cloudflare, for its own use of the signals from its bot checks (see Security and abuse prevention).
• For end-user data, the company whose help center you use.
• Anyone who reads a company's help-center privacy notice sees the company details it shows (see Company and billing details).
• Professional advisers, and authorities when the law requires. A buyer, if our business is sold - this policy would still apply to your data.

Other services you may meet

• Google and Microsoft, if a team member chooses to sign in with them, under their own privacy policies.
• Shipping providers a company connects (such as Shippo): when its team gets rates for or buys a shipping label for a claim, the end user's name, address, phone number and email, the claim number and what's being sent (with customs details for a parcel going abroad) go to that provider, to price the parcel and make its label, and on to the carrier it's sent with. The provider is the company's own, under the company's agreement with it, and may also use some of this data for its own purposes (such as preventing fraud) under its own privacy policy.
• Carriers' tracking pages (such as DHL, UPS, Royal Mail, USPS and 17TRACK, or the carrier a shipping label was bought from): opening a tracking link sends the tracking number to that website.
• Web links: when a company adds a web page to its Knowledge Base, our servers fetch it from that website.

We don't sell personal data, we don't use it for advertising, and we don't use advertising trackers. The only analytics we use are Vercel Web Analytics and Speed Insights on docutize.io and in the dashboard, which count visits and measure how fast pages load without cookies; help centers have none.

For the data we control, these providers are our processors. The waitlist reaches Supabase (which stores it), Vercel (which runs our website), Cloudflare (the bot check on its form) and Resend (which sends the email when Docutize opens).

How the AI providers use data is under How AI processes data. We tell our customers before adding or replacing a subprocessor (see our Data Processing Agreement).

Our database and file storage run in the United States (Supabase, on AWS us-east-1), and so does our application (Vercel) - though requests also pass through Vercel's global edge network, so some of that processing happens in other locations. Our other providers process data in the United States - though Cloudflare's bot checks run across its global network, and Stripe also works in other countries where it operates - and Supabase processes its service logs in the EU. So personal data from the UK and EEA is transferred to the US, and elsewhere.

We protect these transfers as follows. Each provider's data processing agreement is part of its terms, which we've accepted.

Ask us at hello@docutize.io for details or a copy.

• Separation between companies: database row-level security on every table holding company data. Team access is checked against membership; end users can only reach their own data, with a separate sign-in session.
• Privileged access to the database happens only on our servers, after an explicit membership or ownership check, and always filtered to one organisation.
• Staff access: Docutize's staff see customer accounts only through our private admin site, which asks for a password and a second factor every time. It shows each company's name, plan, billing status, usage totals and which integrations it has connected, and its owner's email address and last sign-in; never a company's content (its tickets, claims, documents and files) or its end users' data. Each time staff open a company's account there, it's logged.
• Encryption: data is encrypted in transit (HTTPS), and our database provider encrypts it at rest.
• Files are kept in private storage and opened only through short-lived links. Uploads are checked for real type and size. They aren't virus-scanned.
• Photos and videos in help-center chat can only be sent by signed-in end users, and only they and the company's team can see them. Photos (and images in guide comments) are made again without their metadata and the originals deleted; videos have the location and device details phones record removed before upload, and we check they're gone.
• Accounts: team members can turn on two-step sign-in with an authenticator app, and companies can require it; forms that sign in or send email have a bot check; passwords are stored hashed by our sign-in provider; changing a password needs the current one; changing an email needs confirmation from both the old and new inbox; we email you about these changes.
• AI features can't reach other companies' data or the web.
• Breaches: we'll tell affected companies without undue delay, report to the ICO within 72 hours where required, and tell you where the law requires.

No system is perfectly secure, but we work to protect your data and fix problems quickly. Our Data Processing Agreement describes these measures in more detail.

We only use cookies that sign you in and keep the site working, plus a few that remember choices you make in the dashboard or on a help center. They're set only when you make the choice. We don't use advertising or tracking cookies, so we don't ask for consent - a short notice on docutize.io says so the first time you visit. If we ever add cookies that need your consent, that notice will ask first, and nothing optional will run until you agree.

To count visits to docutize.io and the dashboard, and measure how fast their pages load, we use Vercel Web Analytics and Speed Insights (see Website visitors). Neither sets cookies or stores anything on your device, and neither is used on help centers or our staff admin site. We rely on our legitimate interests for them rather than your consent, and you can object at any time: turn them off for this browser here, or set your browser to send Global Privacy Control.

Docutize's private admin site, used only by our staff, sets just the cookies that keep staff signed in and end their session after a set time, plus the same kind of display preferences as the dashboard. It has no analytics, advertising or tracking of any kind, and no cookie banner.

Cookies

Browser storage

You can block or delete cookies in your browser settings, but you won't be able to sign in without the strictly necessary ones.

Under the UK GDPR and EU GDPR you have the right to:

• access your data and get a copy;
• have it corrected;
• have it deleted;
• restrict how it's used;
• get it in a portable format;
• object to how it's used, including where we rely on legitimate interests;
• withdraw consent, where we rely on it;
• not be subject to decisions made solely by automated means that significantly affect you.

How to use them

• Email hello@docutize.io from the address on your account. We may need to check it's you. We reply within one month (up to two more for complex requests), usually free of charge.
• Team members can change their name, email and password in Settings → Account. To delete your login, email us.
• Visit statistics can be turned off for your browser in Cookies and browser storage.
• End users can change their name, phone, email, password and address, delete saved chats, and ask for their account to be deleted from My account on the help center. For anything else, contact the company - it can export, correct and delete your data. If you contact us, we'll pass your request on.

Please contact us first - we'd like to put things right. You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. In the EU or EEA, you can complain to your local data protection authority.

Docutize is a business service and isn't directed at children under 16. Help centers are run by companies for their own customers, and each company is responsible for its end users. If you think a child has given us personal data, contact us and we'll deal with it.

We may update this policy. The date at the top shows the latest version. For important changes, we'll tell our customers' owners and admins by email or in the dashboard before they apply.

Email hello@docutize.io, use our contact page, or write to us at [registered office address].