This document explains what data the operator of Dorna (“we”) processes in the Dorna service, why and how, and what rights you have.
1. Data we collect
- Account data: mobile number or e-mail, optional name, and account settings.
- Your content: conversations, documents you upload, knowledge bases, widget configurations and — if you use the widget — your site visitors' conversations with it.
- Payment data: transaction records (amount, time, status, payment reference) and billing details. Bank-card details are never stored by us; they are processed directly by the payment gateway.
- Technical data: IP address, browser type and technical events (errors, request timing) for security and reliability; on the website, visit analytics (section 5).
2. Why and how we use it
- Providing the services: processing messages and documents to produce answers, keeping history, running agents.
- Safety and security: abuse prevention, rate limiting, security-event review, and content-safety rules.
- Billing: metering usage, issuing invoices, tracking payment.
- Communication: essential service messages (verification, security alerts, billing notices) and — only with your consent — the newsletter.
Your content is processed only to provide the services to you, and is never sold; to produce answers, the necessary part of your content is processed by model-processing providers strictly as required (section 3). Our staff cannot access your content except under legal obligation, review of reported abuse, or when you ask support for help.
3. Sharing with third parties
Your data is not sold. Sharing is limited to: processors essential to the services (the payment gateway for transactions, the SMS service for verification codes, model-processing providers strictly to the extent needed to produce answers), and legal requirements ordered by competent authorities. Each processor receives only the minimum data necessary.
4. The widget and your site's visitors
When the Dorna widget runs on a customer's site, visitors' conversations with it are processed for that customer and shown in their panel; there we act as a processor on their behalf, and informing visitors is their responsibility.
5. Cookies and website analytics
The Dorna website uses essential cookies (session, language, theme) and, when enabled, a visit-analytics service for page-usage statistics. Analytics data is not used to personally identify you.
6. Retention and security
Data is stored on secured infrastructure over encrypted connections (TLS) and backed up regularly. Data is kept while your account is active; financial records are retained up to the legally required period.
7. Your rights
- Access and export: export conversations and documents from within the service.
- Correction: edit account details at any time.
- Deletion: request account deletion from settings or via support; your data is removed except where retention is legally required.
- Newsletter opt-out: one click in any e-mail, or in account settings.
To exercise any of these rights, use the contact page or the support e-mail.
8. Children
Dorna is not designed for people below the legal age of contract, and we do not knowingly collect children's data.
9. Changes to this policy
New versions are published on this page with their date; material changes are announced through your account's channels.
10. Contact
Raise any privacy question or request via the contact page.