Privacy Policy

1. Introduction

SeeItLive ("we", "us", or "our") operates the SeeItLive service, accessible at seeitlive.io and via our API. This Privacy Policy explains how we collect, use, disclose, and protect information about you when you use our services. By accessing or using SeeItLive, you agree to this policy. If you do not agree, please discontinue use of the service.

2. Information We Collect

We collect the following categories of information:

Account Data: When you register, we collect your name, email address, password (stored as a bcrypt hash), and mobile phone number. Your mobile phone number is required and verified via SMS during registration. It is used for account identification and security purposes, including verifying your identity, preventing duplicate accounts, and enabling secure account recovery. If you provide a mailing address, it is stored as part of your profile.

Session Data: We record metadata about each live session — who started it, when, its status and duration, the invited participant's contact where you supplied it, and the snapshots an agent captures. The live video stream itself is peer-to-peer and is not recorded.

Usage Data: We log API requests, session events, notification delivery attempts, and console activity. These logs include timestamps, IP addresses, HTTP status codes, and request metadata.

Payment Data: Billing is handled by Stripe, Inc. We do not store your full credit card numbers. We store your Stripe customer ID and subscription identifiers to manage your billing relationship. Stripe's privacy policy governs data processed on their platform.

Notification Data: To deliver the alerts you configure, we store your channel settings and, where applicable, endpoints such as an SMS number, Telegram chat ID, or webhook URL. We retain records of transactional emails (account confirmation, security alerts, billing receipts) for up to 12 months.

Login Records: We record the IP address, user agent, and timestamp of each successful and failed login for security auditing purposes. These records are retained for 3 months.

Cookies: We use session-only cookies for authentication. We do not use tracking cookies or third-party advertising cookies.

3. How We Use Your Information

We use the information we collect to: (a) provide, operate, and maintain the SeeItLive service; (b) process payments and manage subscriptions; (c) send transactional communications such as account confirmations, password resets, security alerts, and billing receipts; (d) detect, investigate, and prevent fraudulent transactions, abuse, and other illegal activities; (e) analyze usage trends to improve our service; (f) comply with applicable legal obligations; (g) respond to your support requests; and (h) verify your identity via SMS during registration and for ongoing account security.

4. Snapshots & Session Media

Live video is streamed directly between the participant's device and the agent's browser using WebRTC and is not recorded by SeeItLive.

Snapshots — When an agent captures a snapshot during a session, that image is stored so it can be reviewed, attached to the session record, and referenced later by your team. Snapshots are retained for as long as the associated session record is kept, and are deleted when you delete the session or your account (subject to the grace period described below).

Access — Snapshots and session records are visible only to authenticated members of the workspace that owns the session. They are never made publicly accessible.

On-screen annotations — Drawings and pins an agent places on the live view are transient overlays and are only persisted if they form part of a captured snapshot.

5. Guest Participants

When your customer or another guest joins a session through the link you send, we process the minimum data needed to run the session:

No account required — Guests do not create an account. We do not collect a guest's name or password.

Contact detail — If you send the invite by SMS or email, we process the phone number or email address you provided in order to deliver the link.

Camera and device — The guest's camera stream is relayed peer-to-peer to the agent and is not recorded. We collect basic device metadata (browser type, operating system) for compatibility and troubleshooting.

Consent — Camera sharing begins only after the guest grants their browser's camera permission, and the guest can end sharing at any time.

6. Legal Basis for Processing (GDPR)

For users in the European Economic Area, the United Kingdom, and Switzerland, we process personal data under the following legal bases:

Contract Performance: Processing necessary to provide the service you have contracted for, including account management, session hosting, and billing.

Legitimate Interests: Processing for fraud prevention, security monitoring, service improvement, and abuse detection, where our interests are not overridden by your rights.

Legal Obligation: Processing required to comply with applicable laws, such as retaining billing records.

Consent: Where we rely on consent (e.g., optional marketing communications), you may withdraw consent at any time by contacting us.

7. Quebec Law 25

SeeItLive complies with Quebec's Act respecting the protection of personal information in the private sector, as amended by Law 25.

Privacy Officer: We have designated a Privacy Officer responsible for the protection of personal information. You may contact our Privacy Officer through our contact form.

Consent: We collect personal information only with your knowledge and consent, except where otherwise permitted by law. You may withdraw consent subject to legal or contractual restrictions and reasonable notice.

Purpose Limitation: Personal information is collected for the specific, explicit purposes described in this policy and is not used for incompatible purposes without your consent.

Security Incident Notification: In the event of a confidentiality incident involving your personal information that presents a risk of serious injury, we will notify the Commission d'accès à l'information du Québec and affected individuals as required by law.

Privacy Impact Assessments: We conduct privacy impact assessments for any new technology or system that processes personal information.

8. PIPEDA

SeeItLive complies with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and its 10 fair information principles:

1. Accountability — We are responsible for all personal information under our control and have designated a Privacy Officer. 2. Identifying Purposes — We identify the purposes for collecting personal information before or at the time of collection. 3. Consent — We obtain knowledge and consent for the collection, use, or disclosure of personal information. 4. Limiting Collection — We collect only information necessary for identified purposes. 5. Limiting Use, Disclosure, and Retention — Personal information is not used or disclosed for purposes other than those for which it was collected, and is retained only as long as necessary. 6. Accuracy — Personal information is as accurate, complete, and up-to-date as necessary. 7. Safeguards — We protect personal information with security safeguards appropriate to its sensitivity. 8. Openness — We make our policies and practices readily available. 9. Individual Access — Upon request, we will inform individuals of the existence, use, and disclosure of their personal information and give access to that information. 10. Challenging Compliance — Individuals may address a challenge concerning compliance with these principles to our Privacy Officer.

9. Your Rights

Depending on your jurisdiction, you may have the following rights regarding your personal information:

Access: You may request a copy of the personal information we hold about you.

Rectification: You may request that we correct inaccurate or incomplete personal information.

Erasure: You may request deletion of your personal information, subject to our legal obligations to retain certain records.

Data Portability: You may request your personal information in a structured, machine-readable format.

Objection: You may object to processing based on legitimate interests.

Restriction: You may request that we restrict processing of your personal information in certain circumstances.

To exercise these rights, contact us through our contact form. We will respond within 30 days.

10. California Consumer Privacy Act (CCPA)

If you are a California resident, you have the following rights under the CCPA:

Right to Know: You have the right to request that we disclose the categories and specific pieces of personal information we have collected about you, the categories of sources, the business purpose for collecting it, and the categories of third parties with whom we share it.

Right to Delete: You have the right to request deletion of personal information we have collected about you, subject to certain exceptions.

Right to Opt-Out: We do not sell personal information. You therefore have no need to opt out of any sale.

Non-Discrimination: We will not discriminate against you for exercising your CCPA rights.

To submit a request, contact us through our contact form. We will verify your identity before processing your request.

11. Data Retention

We retain personal information for the following periods:

Account Data: Retained while your account is active. Upon account deletion, your data is scheduled for permanent deletion after a 30-day grace period. Accounts that are inactive for 6 consecutive months may be automatically deactivated and subsequently deleted.

Session Records & Snapshots: Retained with the session until you delete the session or your account, subject to the deletion grace period.

Email & Notification Logs: Records of transactional messages are retained for 12 months.

Login Records: Login history (IP address, user agent, timestamp) is retained for 3 months.

Billing Records: Invoice and payment records are retained for 7 years as required by applicable tax laws.

12. Cross-Border Data Transfers

SeeItLive is operated from Canada. Your data may be stored and processed in Canada. Our payment processor, Stripe, Inc., is based in the United States and may process your billing information there. Stripe complies with applicable data protection laws including Standard Contractual Clauses for EU data transfers. By using SeeItLive, you consent to your information being transferred to and processed in these jurisdictions.

13. Children and Minors

SeeItLive is not directed to individuals under the age of 16. We do not knowingly collect personal information from anyone under 16. If you believe we have inadvertently collected information from a minor, please contact us immediately through our contact form and we will delete it promptly.

14. Cookies

We use session cookies to maintain your authenticated session in the console. These cookies are deleted when you close your browser or log out. We do not use persistent tracking cookies, analytics cookies, or third-party advertising cookies. If you disable cookies, you will not be able to use the authenticated portions of the service.

15. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or by posting a prominent notice on our website. The date at the top of this policy indicates when it was last updated. Your continued use of the service after any changes constitutes your acceptance of the updated policy.

16. Contact

For privacy-related inquiries, to exercise your rights, or to reach our Privacy Officer, please use our contact form and select the "Privacy" topic.