Privacy Policy

This Privacy Policy explains how Fawna collects, uses, stores, shares, and protects personal data when people visit the website, create an account, use the customer feedback intelligence platform, connect integrations, or communicate with the Fawna team.

Fawna processes customer conversations to help teams identify themes, summarize feedback, and make better product decisions. Because those conversations may contain personal data, privacy and responsible processing are built into how the service is operated.

1. Scope of this policy

This policy applies to personal data handled by Fawna through the website, product, support channels, sales process, and related business operations.

When a customer submits or connects customer conversation data to a Fawna workspace, that customer generally determines why and how the data is processed. In that context, Fawna acts as a service provider or processor on the customer’s behalf.

2. Information collected

Fawna may collect the following categories of information:

Account and profile information: name, email address, company, role, workspace details, authentication information, and billing contacts.
Customer content: support tickets, chat logs, reviews, call notes, transcripts, CRM notes, tags, comments, uploaded files, and related metadata.
Usage and device information: pages viewed, features used, searches, exports, integration activity, IP address, browser, device type, operating system, and log data.
Communication information: support requests, demo requests, survey responses, feedback, and other messages sent to Fawna.
Billing information: subscription, invoice, transaction, and payment-related details handled directly or through payment providers.
Cookie and analytics information: data collected through cookies and similar technologies, as described in the Cookie Policy.

3. How information is used

Information may be used to:

Create and administer accounts and workspaces.
Import, organize, search, classify, summarize, and display customer feedback.
Provide dashboards, integrations, reports, exports, collaboration, and support.
Secure accounts, prevent abuse, investigate incidents, and enforce agreements.
Monitor performance, troubleshoot errors, and improve product reliability.
Communicate about billing, security, support, updates, and administrative matters.
Improve onboarding, documentation, product design, and customer experience.
Comply with legal obligations and protect rights, safety, and security.

4. Customer content and AI processing

Fawna processes customer content to provide features such as theme detection, summarization, classification, sentiment analysis, prioritization signals, and insight generation.

The exact processing depends on the selected plan, enabled integrations, workspace configuration, and applicable agreement. Source content may be analyzed to produce structured insights while remaining connected to the original conversation for review.

Customers remain responsible for ensuring that content submitted to Fawna was collected lawfully and may be processed for the intended purpose.

5. Legal bases

Where applicable law requires a legal basis, Fawna may process personal data based on:

Performance of a contract or steps requested before entering a contract.
Legitimate interests, such as operating, securing, and improving the service.
Consent, where consent is requested and may be withdrawn.
Compliance with legal obligations.
Protection of rights, safety, and security.

6. How information is shared

Fawna does not sell personal data. Information may be shared with:

Service providers: vendors supporting hosting, infrastructure, security, analytics, communications, billing, and customer support.
Integration providers: services that a customer chooses to connect to Fawna.
Professional advisors: legal, accounting, insurance, audit, and security advisors where appropriate.
Authorities and legal recipients: where disclosure is required by law or reasonably necessary to protect rights, safety, or security.
Business transaction participants: parties involved in a merger, financing, acquisition, restructuring, or sale of assets, subject to appropriate safeguards.

7. Data security

Fawna uses technical and organizational measures designed to protect information against unauthorized access, alteration, loss, misuse, or disclosure. These measures may include access controls, encryption, monitoring, logging, secure development practices, and vendor review.

No system can be guaranteed completely secure. Customers should use appropriate workspace permissions, strong authentication, secure integration settings, and internal data handling practices.

8. Data retention and deletion

Personal data and customer content are retained only for as long as reasonably necessary to provide the service, meet contractual commitments, comply with legal obligations, resolve disputes, enforce agreements, and support legitimate business needs.

Retention may depend on the plan, workspace settings, data type, legal requirements, and applicable agreement. Administrators may be able to export or delete certain data through the product or by contacting support.

9. International data transfers

Fawna and its service providers may process information in countries other than the country where the data originated. Where required, appropriate safeguards are used, such as contractual protections or another lawful transfer mechanism.

10. Privacy rights and choices

Depending on location and applicable law, individuals may have rights to:

Access personal data.
Correct inaccurate or incomplete data.
Request deletion.
Restrict or object to certain processing.
Receive portable copies of certain data.
Withdraw consent where processing relies on consent.
Submit a complaint to a data protection authority.

Requests may be sent to privacy@fawna.com. Identity verification may be required before a request is completed.

When personal data appears in a customer-controlled workspace, Fawna may refer the request to that customer because the customer is responsible for deciding how the workspace data is handled.

11. Cookies and similar technologies

Fawna uses cookies and similar technologies to operate the website, maintain sessions, remember preferences, understand usage, and improve the service. Additional details are available in the Cookie Policy.

12. Children’s privacy

Fawna is not intended for children and should not be used by anyone below the minimum age required to consent to data processing in their jurisdiction.

13. Changes to this policy

This Privacy Policy may be updated to reflect changes in the service, legal requirements, vendors, or processing practices. Material updates may be communicated by email, in-product notice, or through the website.

14. Contact

Privacy questions and requests may be sent to privacy@fawna.com.