What this notice covers
This notice explains how FlossChat handles personal information when you visit our website, contact us, book a meeting, purchase a package or use a FlossChat customer account. It covers our relationship with visitors and practice teams.
A dental practice using FlossChat for patient conversations is responsible for its own patient privacy notice. When we process those conversations for a practice, we do so under the separate service and data arrangements with that practice. See the section on patient information below.
Information we handle
- Contact and practice information: your name, work email, phone number, role, practice name and website, and information you provide in enquiries or support messages.
- Accounts and onboarding: sign-in and account records, practice details, setup instructions, approvals and, where used, agreement and signature records.
- Payments: order, billing, invoice and payment-status information. Stripe collects and processes your payment card details. We receive payment references and limited payment-method details, such as card brand and last four digits, rather than your full card number or security code.
- Meetings: the contact details, selected date, time, timezone and optional notes you provide when booking a demo or onboarding call.
- Conversations: messages and details you submit through an enabled live FlossChat chat or send to our team. Sample demonstrations may keep their state only in your browser; their on-screen description explains what is submitted.
- Technical information: information such as IP address, browser details, request and error logs, and session identifiers generated when the website and account services operate.
How we use information
We use relevant information to:
- Answer enquiries, arrange meetings and provide support.
- Create and secure accounts, configure your package and manage onboarding.
- Process payments, maintain billing records and handle cancellations or refunds.
- Deliver and maintain the service, investigate errors and prevent misuse.
- Send account, payment, setup and service communications.
- Meet applicable legal obligations and manage disputes.
If we send optional marketing messages, you can opt out using the message’s instructions or by contacting us. Necessary account, billing and service messages are separate from optional marketing.
Service providers and sharing
We use service providers to operate the website and deliver the service. These include hosting, databases and authentication, email delivery, support and, where enabled, AI processing. Information needed for those functions may be processed by the relevant provider. Live AI chat messages may be processed by an AI provider to generate a response.
Stripe handles payments and related fraud prevention. Cal.com handles connected meeting bookings, together with the selected video-meeting service. Where electronic agreements are used, PandaDoc processes the document and signing information. Provider privacy notices also describe their handling of information within their own services.
We may also disclose information where required by law or where necessary to establish or protect legal rights. Providers may process information outside your country; locations depend on the service and its configuration. Contact us if you need details relevant to your practice before providing sensitive information.
Cookies and browser storage
Our website and customer app use cookies or browser storage where needed for functions such as secure sign-in, recognising a chat session, continuing a checkout and preserving progress. Some demonstration state lasts only while the page remains open.
Payment and booking services may use their own cookies when you use them. Your browser lets you delete or restrict cookies and stored data, but doing so can sign you out or interrupt a checkout or saved journey. Where non-essential tracking is introduced and consent is required, we will provide the relevant information and choice before using it.
Retention and security
We retain information for as long as needed for the purposes described here, including providing your service, maintaining required financial records, resolving disputes and protecting accounts. The period depends on the type of information and applicable obligations. Ending your service does not necessarily require immediate deletion of invoices, security records or information retained in backups.
We use safeguards such as access controls and secure connections to protect personal information. No online service can guarantee absolute security. Keep your account password and personal access links private, and contact us if you suspect unauthorised access.
Your choices and requests
You can ask us about the personal information we hold about you, request access or correction, or ask for deletion by emailing hello@flosschat.com. Depending on applicable law, you may also have rights to restrict or object to certain processing, receive a portable copy, or withdraw consent where processing relies on it.
We may need to verify your identity and authority before acting. Some information may need to be retained for legal or other permitted reasons; we will explain relevant limitations when responding. You may also raise a concern with the privacy regulator responsible for your jurisdiction where that right applies.
Patient information
Please do not put medical records, clinical details or identifiable patient information into our marketing demos, sales forms or general support emails. Our website is for practice teams exploring and managing FlossChat, not for patients seeking care.
If you used a chatbot on your dental practice’s website, contact that practice about your enquiry, appointment or patient information. We support the practice with data requests under our agreement with it. Contact us if you need help identifying where to direct a request, without including sensitive clinical details.
Updates and contact
We update this notice when our practices change and show the revision date above. We will provide additional notice or seek consent where applicable law requires it.
For a privacy question or request, email hello@flosschat.com with “Privacy” in the subject line. Please include enough information for us to find your account or enquiry, and leave out passwords and payment card details.