Privacy Policy for Pengo

Last Updated: 2026-08-21

Thank you for using Pengo ("we," "us," or "our"), a live chat and customer support platform for websites. This Privacy Policy explains how we collect, use, and protect information when you use pengo.chat and the Pengo chat widget (the "Service").

1. Information We Collect

1.1 Account Data (from you, our customer)
When you sign up for Pengo, we collect your name, email address, and — if you subscribe to a paid plan — payment details. Payments are processed by Stripe; we do not store your full card number on our servers.

1.2 Visitor / End-Customer Data (from people chatting with your business)
If you install the Pengo widget on your website, we process data about the people who chat with you on your behalf: messages sent in the chat, basic device/browser information, IP-derived location (approximate), and any contact details a visitor chooses to share (e.g. name, email). You are the data controller for this visitor data under most privacy frameworks; we act as a data processor on your behalf. Our Data Processing Addendum (available on request) governs this relationship.

1.3 Non-Personal Data
We use cookies and similar technologies (for the widget, dashboard sessions, and basic analytics) to keep you signed in, remember widget preferences, and understand product usage. These do not include third-party advertising trackers.

2. Purpose of Data Collection

We use the data above to provide the Service: authenticating your account, routing and displaying chats, powering the optional AI assistant (which uses your knowledge base content and conversation context to draft or send replies), billing, sending service-related emails, and improving reliability and performance.

3. AI Processing

If you enable Pengo's AI features, conversation content and any knowledge base material you upload may be sent to our AI model provider(s) to generate responses. We do not use your customers' chat content to train models for other customers.

4. Data Sharing

We do not sell personal data. We share data only with subprocessors necessary to run the Service — for example, our database/hosting provider, Stripe (payments), our email provider (transactional email), and our AI model provider(s) for AI features. A current subprocessor list is available on request.

5. Data Retention & Your Rights

You can export or delete your account data, and your workspace's chat history, from Settings → Security & Privacy in the dashboard, or by contacting us. Chat history is retained according to your plan's retention period (see our pricing page) and is deleted automatically after that window unless you export it first. If you are located in the EEA, UK, or a jurisdiction with similar rights, you may request access to, correction of, or deletion of your personal data at any time.

6. Children's Privacy

The Service is not directed at children under 13, and we do not knowingly collect personal information from them.

7. Updates to this Policy

We may update this Privacy Policy from time to time. Material changes will be communicated by email or an in-app notice.

8. Contact

Questions about this Privacy Policy or your data? Contact us at support@pengochat.com.