1. Company Information
LucidChat is operated by:
Digital Alchemy Group, LLC — 1704 Llano St. Ste B 1114, Santa Fe, NM 87505, United States
For privacy questions or requests, please contact us through our contact form at https://lucidchat.ai/contact.
2. Scope of This Privacy Policy
This Privacy Policy applies to information we collect through the LucidChat website, LucidChat accounts and dashboards, AI-powered chat and messaging tools, lead capture and appointment booking features, customer support interactions, payment and subscription processes, marketing pages and forms, analytics and usage tracking, and integrations with third-party tools and communication channels.
This Privacy Policy does not apply to third-party websites, platforms, services, or integrations that we do not control.
3. Customers and End Users
LucidChat serves business customers who use the Service to communicate with their website visitors, leads, prospects, and customers.
If you interact with a LucidChat-powered AI employee or chat widget on a business’s website or messaging channel, that business may be the primary controller of your information. LucidChat may process your information on behalf of that business to provide the Service.
If you are an end user of one of our business customers and want to access, delete, or correct information you provided through that business’s LucidChat experience, you may need to contact that business directly. You may also contact us through our contact form, and we will assist as appropriate.
4. Information We Collect
We may collect the following categories of information.
Account Information
When you create an account, start a trial, purchase a subscription, or use the Service, we may collect your name, business name, contact information, login credentials, role or title, account settings, subscription plan details, billing-related information, and support communications.
Business and Website Information
To configure and operate your AI employee, we may collect or process your website URL, website content, business descriptions, services offered, pricing or package information you provide, FAQs, business hours, location information, contact and booking preferences, brand voice and response instructions, and AI configuration settings.
Conversation and Lead Information
When the Service is used to communicate with visitors, leads, prospects, or customers, we may collect or process chat messages, conversation transcripts, names, email addresses, phone numbers, appointment preferences, customer questions, lead qualification details, service interests, notes, tags, conversation metadata, and information voluntarily submitted during a conversation.
Integration Information
If you connect third-party tools or channels, we may collect or process information necessary to enable those integrations, such as integration account identifiers, authorization tokens or permissions, messaging channel data, calendar or scheduling availability, CRM or lead management data, and social or communication platform data, depending on the integration.
Payment Information
Payments are processed through Stripe or another authorized third-party payment processor.
When you purchase a subscription, start a paid plan, pay for setup services, or otherwise make a payment, our payment processor may collect and process payment-related information, including name, billing address, payment method details, card brand, last four digits of the card, expiration date, transaction details, subscription status, fraud prevention information, and tax or billing information.
LucidChat does not intentionally store full payment card numbers on its own systems. Payment information is processed by Stripe or our applicable payment processor according to that provider’s own terms, privacy policy, and security practices.
We may receive limited payment and subscription information from our payment processor to manage accounts, confirm transactions, provide support, prevent fraud, and maintain business records.
Usage, Device, and Analytics Information
We may automatically collect information such as IP address, browser type, device type, operating system, referring pages, pages visited, features used, login activity, session information, approximate location based on IP address, error logs, performance data, cookies, and similar tracking technologies.
Support and Contact Information
When you contact us, we may collect your name, business name, contact details, message content, support request details, attachments or screenshots you provide, and communications with our team.
5. How We Use Information
We may use information to:
- Provide, operate, and maintain the Service
- Create and manage user accounts
- Configure AI employees
- Process website and business information
- Generate and improve AI responses
- Capture and route leads
- Support appointment booking
- Enable integrations
- Process payments and manage subscriptions
- Provide customer support
- Monitor performance and reliability
- Improve features, user experience, and onboarding
- Personalize the Service
- Detect, prevent, and investigate fraud, abuse, security incidents, or policy violations
- Comply with legal obligations
- Enforce our Terms of Service
- Send service-related notices
- Send marketing communications where permitted
- Analyze usage trends and improve our business
6. AI Processing
LucidChat uses artificial intelligence and automation to provide the Service.
Information you provide, including website content, business information, AI instructions, conversations, and lead details, may be processed by AI systems or related technology providers to generate responses, qualify leads, summarize conversations, or support other Service features.
You are responsible for ensuring that you have the right to submit information to the Service and that your use of AI-powered features complies with applicable laws, customer notices, and consent requirements.
You should not submit highly sensitive information unless the Service is specifically configured and authorized for that purpose.
7. How We Share Information
We may share information with the following categories of recipients.
Service Providers
We may share information with vendors and service providers that help us operate the Service, such as hosting providers, AI technology providers, payment processors, analytics providers, customer support tools, communication platforms, email and notification providers, security and monitoring tools, scheduling providers, and integration providers.
These providers may access information only as needed to provide services to us, subject to their own contractual and legal obligations.
Business Customers
If you interact with a LucidChat-powered AI employee on a business customer’s website or messaging channel, information you submit may be shared with that business customer.
Integrations You Enable
If you connect or authorize third-party integrations, we may share information with those services as needed to enable the integration.
Analytics and Advertising Providers
We may share limited website, device, usage, and interaction data with analytics and advertising providers, including Google Analytics and advertising platforms, to measure traffic, improve performance, analyze campaigns, and support marketing.
We do not intentionally send sensitive personal information, payment card numbers, protected health information, or highly confidential customer content to analytics or advertising providers.
Legal and Compliance
We may disclose information if we believe it is necessary to comply with law, regulation, legal process, or governmental request; enforce our Terms of Service; protect rights, safety, property, or security; or detect or prevent fraud, abuse, security issues, or unlawful activity.
Business Transfers
If LucidChat or Digital Alchemy Group, LLC is involved in a merger, acquisition, financing, reorganization, sale of assets, bankruptcy, or similar transaction, information may be transferred as part of that transaction.
8. Cookies, Analytics, Pixels, and Tracking Technologies
LucidChat may use cookies, pixels, tags, scripts, local storage, and similar tracking technologies on our website and within the Service.
These technologies may be used to keep users logged in, remember preferences, understand website traffic, measure marketing performance, analyze feature usage, improve user experience, track conversions, support advertising and retargeting, detect fraud or security issues, and improve the Service.
We may use analytics and marketing tools such as Google Analytics, Google tracking technologies, advertising pixels, and similar third-party services.
These services may collect information such as IP address, device type, browser type, operating system, pages visited, referring pages, time spent on pages, clicks and interactions, approximate location, cookie identifiers, and advertising or analytics identifiers.
Google Analytics and similar tools help us understand how visitors use our website and improve our marketing and user experience.
You can control cookies through your browser settings. Some browsers and devices also allow you to limit tracking, block cookies, or use privacy controls. If you disable cookies or tracking technologies, some features of the website or Service may not function properly.
9. Advertising and Retargeting
We may use advertising pixels and similar technologies to measure ad performance, build audiences, retarget visitors, and show relevant ads on third-party platforms.
These platforms may use cookies, pixels, device identifiers, or similar technologies to understand your interactions with our website and other websites.
You may be able to control certain advertising preferences through your browser, device settings, or the privacy settings provided by the relevant advertising platforms.
10. Marketing Communications
We may send you marketing communications about LucidChat, including product updates, offers, educational content, and promotional messages.
You may opt out of marketing emails by using the unsubscribe link in those messages or by contacting us through our contact form.
Even if you opt out of marketing messages, we may still send transactional or service-related communications, such as account notices, billing notices, security alerts, and administrative messages.
11. Data Retention
We retain information for as long as reasonably necessary to provide the Service, maintain accounts, comply with legal obligations, resolve disputes, enforce agreements, prevent fraud and abuse, maintain business records, and improve and secure the Service.
Retention periods may vary depending on the type of information, account status, legal requirements, and operational needs.
If you cancel your account, we may retain certain information as required or permitted by law, backup systems, fraud prevention, dispute resolution, accounting, or legitimate business purposes.
12. Data Security
We use reasonable administrative, technical, and organizational measures designed to protect information from unauthorized access, loss, misuse, alteration, or disclosure.
However, no method of transmission or storage is completely secure. We cannot guarantee absolute security.
You are responsible for using strong passwords, protecting account credentials, configuring integrations securely, and limiting access to your LucidChat account.
13. Your Privacy Rights
Depending on where you live, you may have rights regarding your personal information, such as the right to access, correct, delete, or request a copy of personal information; opt out of certain processing activities; withdraw consent where processing is based on consent; or object to or restrict certain uses of information.
To submit a privacy request, please contact us through our contact form at https://lucidchat.ai/contact.
We may need to verify your identity before fulfilling a request.
If you are an end user of one of our business customers, we may need to direct your request to that business customer or work with that business customer to respond.
14. California and Other State Privacy Notices
Depending on applicable law, residents of certain U.S. states may have additional privacy rights.
LucidChat does not currently intend to sell personal information in the traditional sense. If we engage in activities considered a “sale,” “sharing,” or targeted advertising under applicable privacy laws, we will update this Privacy Policy and provide appropriate choices.
15. Children’s Privacy
The Service is intended for business use and is not directed to children under 13.
We do not knowingly collect personal information directly from children under 13. If we become aware that we have collected personal information from a child under 13 without appropriate consent, we will take reasonable steps to delete it.
Business customers may not use the Service to knowingly collect information from children under 13 unless they have all required rights, notices, consents, and compliance measures in place.
16. Sensitive Information
You should not submit sensitive personal information to the Service unless it is necessary for your lawful business use and you have appropriate authorization, notices, consents, and safeguards.
Sensitive information may include, depending on applicable law, government identification numbers, financial account numbers, health information, biometric information, precise geolocation, information about children, protected classifications, and highly confidential personal data.
You should not submit protected health information, medical records, patient diagnosis or treatment information, health insurance information, full payment card numbers, bank account numbers, biometric information, children’s personal information, or highly sensitive personal information unless specifically authorized and legally appropriate.
We may restrict or remove sensitive information if we determine that processing it creates legal, security, or operational risk.
17. No HIPAA or Protected Health Information
LucidChat is not currently intended to be used as a HIPAA-compliant service.
Do not submit protected health information, patient records, diagnosis information, treatment information, insurance information, or other information regulated by HIPAA unless LucidChat has expressly agreed in writing to support such use and entered into legally required agreements.
If you operate in healthcare, wellness, dental, chiropractic, therapy, or related industries, you are responsible for ensuring that your use of LucidChat is limited to appropriate non-sensitive business communications unless otherwise authorized in writing.
We may remove or restrict content that we believe creates legal, privacy, security, or compliance risk.
18. International Users
LucidChat is operated from the United States. If you access or use the Service from outside the United States, your information may be processed in the United States or other countries where our service providers operate.
By using the Service, you understand that your information may be transferred to and processed in countries that may have different data protection laws than your country of residence.
19. Third-Party Links and Services
The Service may include links to third-party websites, platforms, tools, or services. We are not responsible for the privacy practices, security, or content of third parties.
Your use of third-party services is subject to their own terms and privacy policies.
20. Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
When we update it, we will revise the effective date above. If changes are material, we may provide additional notice, such as through the Service, by email, or on our website.
Your continued use of the Service after changes become effective means you acknowledge the updated Privacy Policy.
21. Contact
For questions, requests, or concerns about this Privacy Policy, please contact us through our contact form at https://lucidchat.ai/contact.