Privacy Policy

1. Introduction

1.1 Welcome to the privacy and cookies policy for SegmentStream Ltd. This policy applies to your use of www.segmentstream.ai and its features (our "Website"), the SegmentStream platform and related agent workflows (the "Platform"), and any services that we provide unless we tell you otherwise in writing.

1.2 This policy explains what personal data we collect, how we use it, the legal bases we rely on, who we share it with, and the rights available to you under applicable data protection laws.

1.3 If you do not agree with this policy, you must stop using our Website and services immediately. If you continue to browse, apply for Research Preview, create an account, or otherwise use our Website or services, you agree that your personal data will be handled in accordance with this policy.

1.4 This Website and our services are intended for business users. They are not directed to children and we do not knowingly collect personal data relating to children.

1.5 We may update this privacy policy from time to time. Any revised version will apply from the date it is published on our Website. Please check this page regularly to make sure you are familiar with the latest version.

2. About Us

2.1 www.segmentstream.ai is operated by SegmentStream Ltd of 86-90 Paul Street, London, EC2A 4NE, United Kingdom ("we", "us", or "our").

2.2 You can contact our person responsible for data protection at [email protected]. Please email this address if you have any questions about how we process your personal data or if you wish to exercise any of your legal rights.

3. The Personal Data We Collect

3.1 Personal data means information that identifies you or can reasonably be linked to you. Anonymous information, or information that has been irreversibly de-identified, is not personal data.

3.2 Depending on how you interact with us, we may collect and process the following categories of personal data:

3.2.1 Identity and contact data, such as your name, work email address, telephone number, company name, job title, and country.

3.2.2 Account and profile data, such as usernames, account identifiers, role information, authentication metadata, preferences, and records of your relationship with us.

3.2.3 Research Preview application data, such as the information you submit through our request-access form, including company type, ad spend, referral source, intended use case, and any other information you provide when applying for Research Preview.

3.2.4 Platform usage and telemetry data, such as prompts, tool calls, agent actions, uploaded content, session events, error logs, support logs, browser metadata, IP address, cookie identifiers, and related technical data generated when authorised users use the Platform. Session telemetry is collected for Platform users only and is used for service delivery, debugging, security monitoring, abuse prevention, support, and product improvement.

3.2.5 Marketing and communications data, such as your preferences for receiving communications from us and your interactions with our emails, website forms, and campaigns.

3.2.6 Technical and device data, such as browser type, operating system, approximate location, referring page, timestamps, and cookie or analytics identifiers associated with your visits to the Website.

3.2.7 Support and correspondence data, such as the contents of emails, chats, support requests, and other communications you send to us.

3.3 We do not intentionally collect special category data or other sensitive personal data unless this is strictly necessary and lawful. Please do not submit this type of information to us unless we expressly request it.

3.4 We collect personal data when you:

3.4.1 browse or interact with our Website;

3.4.2 apply to join Research Preview or request access to our services;

3.4.3 create, access, or administer an account on the Platform;

3.4.4 use AI-assisted features, prompts, tools, or workflows within the Platform;

3.4.5 contact us, book a demo, subscribe to updates, or otherwise correspond with us; and

3.4.6 receive services from us or interact with our team as a customer, prospect, partner, or supplier.

3.5 We may also receive personal data from third parties, including analytics providers, advertising platforms, CRM systems, authentication providers, and customers that authorise users to access the Platform.

4. How We Use Your Data

4.1 We will only use your personal data where we have a lawful basis to do so and in a way that complies with applicable law.

4.2 We may use your personal data:

4.2.1 to operate, secure, maintain, and improve the Website and Platform;

4.2.2 to review Research Preview applications, respond to requests for access, onboard users, and manage our relationship with you;

4.2.3 to provide AI-assisted analytics, agent workflows, support, and related service functionality requested by you or by the organisation that authorises your use of the Platform;

4.2.4 to log prompts, tool calls, agent behaviour, and related session telemetry for Platform users in order to support service delivery, monitor system health, investigate incidents, prevent abuse, and improve our products and services;

4.2.5 to communicate with you about service updates, legal notices, support matters, and, where permitted, marketing communications;

4.2.6 to administer our business, enforce our terms, protect our rights, and comply with legal obligations; and

4.2.7 to create aggregated or de-identified statistics that do not identify you personally.

4.3 Where we are part of, or become part of, a group of companies, our parent company and other companies in our group may also have access to the personal data we store where necessary for the purposes described in this policy.

4.4 You may receive marketing communications from us where it is lawful for us to send them. You can opt out at any time by following the unsubscribe instructions in the relevant communication or by emailing [email protected].

4.5 We do not sell your personal data.

4.6 We only keep personal data for as long as reasonably necessary for the purposes for which it was collected, unless a longer retention period is required by law, regulation, or a legitimate legal need.

5. Purposes for Which We Use Your Data

6. Third Party Content

6.1 Our Website and Platform may include links to third-party websites, integrations, or services. When you use those third-party services, their own terms and privacy policies will apply to your interactions with them.

6.2 We use carefully selected service providers and sub-processors to support our Website and services. Where they process personal data on our behalf, we require them to do so only for authorised purposes and with appropriate safeguards.

6.3 The principal sub-processors we use in connection with the Website and services are:

7. Data Security

7.1 We take the security of personal data seriously and implement technical and organisational measures designed to protect it against unauthorised access, loss, destruction, alteration, or disclosure.

7.2 These measures include access controls, security monitoring, logging, incident management, vendor review, and other controls appropriate to the nature of the data we process and the services we provide.

7.3 Where a personal data breach occurs, we will follow our internal incident procedures and comply with any legal obligations relating to notification.

8. International Transfers

8.1 Some of the third parties and sub-processors we use are located outside the United Kingdom or European Economic Area. As a result, personal data may be transferred internationally.

8.2 Where we transfer personal data internationally, we will ensure that the transfer is made in accordance with applicable law and subject to appropriate contractual, technical, and organisational safeguards.

9. Retention

9.1 We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying legal, accounting, reporting, audit, or dispute-resolution requirements.

9.2 Research Preview applications and prospect records are retained for as long as reasonably necessary to evaluate the application, manage the relationship, and maintain an appropriate commercial record unless a longer retention period is required by law.

9.3 Platform customer data is retained in accordance with the applicable customer agreement, product configuration, and lawful customer instructions, subject to any additional period reasonably required for backup, security, fraud prevention, or legal compliance.

10. Your Legal Rights

10.1 Depending on the law that applies to you, you may have the following rights in relation to your personal data:

10.1.1 The right to be informed

10.1.2 The right of access

10.1.3 The right to rectification

10.1.4 The right to erasure

10.1.5 The right to restrict processing

10.1.6 The right to data portability

10.1.7 The right to object

10.1.8 Rights in relation to automated decision making and profiling

10.2 If you wish to exercise any of these rights, please email [email protected]. We may need to verify your identity before responding to your request.

10.3 If we rely on your consent to process personal data, you may withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before consent is withdrawn.

10.4 If you are based in the United Kingdom, you can find more information about your rights on the Information Commissioner's Office website at www.ico.org.uk.

11. Complaints

11.1 If you have a concern about how we handle your personal data, please contact us first at [email protected] so that we can try to resolve the issue.

11.2 If you are not satisfied with our response, you may have the right to lodge a complaint with the Information Commissioner's Office or another competent supervisory authority in the jurisdiction where you are located.