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Privacy Policy

Last updated: Nov 2, 2026 · Previous version

1. Introduction

This Privacy Policy ("Policy") describes how Thought Labs Private Limited ("Company," "we," "us," or "our"), a company registered in Mumbai, India, collects, uses, protects, and shares information through our customer conversation platform, OpenDots ("Service," "Platform," or "OpenDots") accessible at https://opendots.ai/.

OpenDots helps businesses answer, resolve and analyze their customer conversations: reviews on Google Play, the Apple App Store and Google Business Profile, comments and messages on social media such as Instagram and X, emails, and other channels a business connects. Its AI agent, Claire, can also resolve customer requests using systems the business connects, such as its order or payment tools. We are committed to protecting your privacy and ensuring transparency in how we handle your information.

By accessing or using OpenDots, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree with this Policy, please do not use our Service.

2. Definitions

  • Personal Information: means any information that identifies or can be used to identify an individual directly or indirectly.
  • Public Data refers to user reviews and ratings that are publicly available on app stores and business review platforms
  • Customer Conversation Data means the reviews, comments, messages, emails and chats that a business's customers send through the channels the business connects to OpenDots, together with the names, usernames, pictures and other details they contain
  • Processing means any operation performed on Personal Information, including collection, storage, use, disclosure, or deletion
  • User means any individual or entity that uses OpenDots
  • Data Controller means Thought Labs Private Limited, which determines the purposes and means of processing Personal Information, except for Customer Conversation Data, which we process on behalf of the business that uses OpenDots (see Section 3.7)

3. Information We Collect

3.1 Information You Provide Directly

When you register for or use OpenDots, we collect

  • Account Information: Email address, name, and phone number (optional)
  • Authentication Data: Username and authentication tokens (in case you have opted for API callbacks)
  • Profile Information: If you sign up using Google, in addition to email address and name, we collect your Google profile picture solely for display purposes within our platform.
  • Communication Data: Information you provide when you fill in a form on our website or contact our team

3.2 Information Collected Automatically

When you use our Service, we may automatically collect:

  • Usage Data: Features used, actions taken, time spent on the platform
  • Device Information: Browser type, operating system, device identifiers
  • Log Data: IP address, access times, pages viewed, referring URLs
  • Cookie Data: Information collected through cookies and similar tracking technologies (see Section 13)

3.3 Information from Third-Party Sources

  • Connected Account Data: When you connect accounts such as your Google Play or App Store developer account, Google Business Profile, social media accounts or email inbox, we access the reviews, comments, messages and emails they receive, with related details such as names, usernames and timestamps
  • Public Review Data: User reviews, ratings, and responses from app stores and review platforms
  • Business System Data: When you connect your own systems, such as order, customer or payment tools, we look up the details needed to resolve a customer's request (for example, an order's status or a refund's progress)
  • Website Analytics Data: Aggregated data from Google Analytics and similar services

3.4 Information We Do NOT Collect

We do not collect or store:

  • Payment card information (handled entirely by our payment processors)
  • Sensitive personal information such as health data, racial or ethnic origin, political opinions, or religious beliefs, except where someone includes such details in a message, which we process only as part of that conversation
  • Any personal information beyond what is explicitly stated in this Policy

3.5 Google Business Profile (GBP) Data

When you connect your Google Business Profile account to OpenDots, we access data strictly through Google OAuth 2.0 authorization provided by you (via the Google Business Profile API).

Depending on the permissions you grant, this may include:

  • Business Profile locations you explicitly authorize
  • Public customer reviews and ratings for those locations
  • Business owner responses to reviews
  • Business Profile performance insights/metrics (only if you enable the relevant permission)

OpenDots does not access any Google Business Profile data without explicit user consent. OpenDots does not modify Business Profile listings (for example: address, hours, categories). We do not use Google Business Profile data for advertising, retargeting, or building user profiles. You can revoke access at any time from your Google Account settings, and OpenDots will stop fetching data once access is revoked or the integration is disconnected.

3.6 Social Media, Email and Other Connected Channels

When you connect a social media account (such as Instagram or X), an email inbox or another channel to OpenDots, we access it only through the access you grant, using that platform's own login and permissions. Depending on the channel, this may include the comments, messages and emails sent to your account, and each sender's name, username and profile picture.

We use this data only to answer, route and analyze those conversations for you. We do not use it for advertising, retargeting, or building user profiles, and we do not sell it. You can disconnect a channel at any time, and OpenDots will stop fetching data from it.

3.7 Data We Process for Businesses

Customer Conversation Data belongs to the business that uses OpenDots. We process it on that business's behalf and on its instructions, to provide the Service. If you are a customer of such a business and want to see or delete your messages, please contact that business. You can also write to us at support@opendots.ai, and we will pass your request on and help the business respond.

4. How We Use Your Information

We use the collected information for the following purposes:

4.1 Service Provision

  • Create and manage your OpenDots account
  • Answer, route and analyze customer conversations, and resolve customer requests with the systems you connect
  • Process and display reviews, messages and other conversation data from connected platforms
  • Learn your brand's voice and ways of working from your past conversations, to draft replies and playbooks for you
  • Enable account authentication and security
  • Access Google Business Profile data only after explicit user authorization via Google OAuth 2.0 and only for the purposes approved by the user

4.2 Communication

  • Send transactional emails (account verification, payment intimations, processing status, etc.)
  • Provide customer support and respond to inquiries
  • Send important system updates and service announcements
  • With your consent, send marketing communications

4.3 Service Improvement

  • Analyze usage patterns to improve our platform
  • Develop new features and functionalities
  • Conduct research and analytics
  • Fix bugs and troubleshoot issues

4.4 Legal and Security

  • Comply with legal obligations
  • Enforce our Terms of Service
  • Protect against fraud and abuse
  • Maintain the security of our Service

5. Legal Basis for Processing (GDPR)

For users in the European Economic Area (EEA), we process Personal Information based on:

  • Contractual Necessity: To provide the Service you've requested
  • Legitimate Interests: To improve our Service, ensure security, and conduct business operations
  • Consent: For marketing communications and certain data processing activities
  • Legal Obligations: To comply with applicable laws and regulations

6. How We Share Your Information

6.1 Service Providers

We share information with trusted third-party service providers who assist us in operating our Service:

  • AI/LLM Providers: We use Large Language Models for certain processing, through the APIs of providers such as Anthropic and OpenAI, or models we host ourselves. We only use providers that do not use your data for training their models.
  • Payment Processors: Stripe and Razorpay handle card and online payments, and customers may also pay us by bank transfer. We never receive or store your payment card information
  • Analytics Providers: Google Analytics and similar services for understanding usage patterns
  • Infrastructure Providers: Cloud hosting and content delivery services
  • Communication Services: Email service providers for transactional communications

6.2 Legal Requirements

We may disclose your information if required by law or in response to:

  • Court orders or legal processes
  • Requests from law enforcement or government agencies
  • To protect our rights, property, or safety
  • To prevent fraud or illegal activities

6.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity, subject to the same privacy protections.

6.4 With Your Consent

We may share your information for purposes not described in this Policy with your explicit consent.

6.5 We Do NOT

  • Sell your Personal Information to third parties
  • Share your Personal Information for third-party marketing purposes
  • Use your data for purposes unrelated to providing our Service

7. Data Security

We implement industry-standard security measures to protect your information:

  • Encryption: SSL/TLS encryption for data in transit
  • Regular Security Audits: Periodic reviews of our security practices
  • Secure Infrastructure: Protected servers and secure data centers

While we strive to protect your information, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security but commit to notifying you promptly of any data breaches affecting your Personal Information.

8. Data Retention

We retain your information for as long as necessary to:

  • Provide our Service to you
  • Comply with legal obligations
  • Resolve disputes and enforce agreements
  • Maintain business records

Specifically:

  • Account Information: Retained while your account is active and for a reasonable period after closure
  • Review and Conversation Data: Retained as long as you maintain active integrations
  • Usage Logs: Typically retained for 90 days
  • Marketing Preferences: Updated immediately upon request

You may request deletion of your account and associated data at any time by contacting support@opendots.ai

9. Your Privacy Rights

9.1 Rights for All Users

  • Access your Personal Information
  • Correct inaccurate information
  • Delete your account
  • Opt-out of marketing communications
  • Request information about our data practices
  • Revoke third-party integrations (including Google Business Profile and social media accounts) at any time through that platform's account settings or by disconnecting the integration in OpenDots

9.2 Additional Rights for EEA Residents (GDPR)

  • Data Portability: Receive your data in a structured format
  • Restriction: Request we limit processing of your data
  • Object: Object to certain types of processing
  • Withdraw Consent: Where processing is based on consent
  • Lodge a Complaint: With your local data protection authority

9.3 Additional Rights for California Residents (CCPA)

  • Know what Personal Information we collect, use, and share
  • Request deletion of Personal Information
  • Opt-out of the sale of Personal Information (we do not sell Personal Information)
  • Non-discrimination for exercising privacy rights

9.4 Exercising Your Rights

To exercise any of these rights, contact us at support@opendots.ai. We will respond within 30 days (or as required by applicable law).

10. International Data Transfers

As a company based in India serving global customers, we may transfer your information internationally on cloud infrastructure. When we do:

  • We ensure appropriate safeguards are in place
  • For EEA data, we rely on Standard Contractual Clauses or other approved mechanisms
  • We only transfer data to countries or organizations that provide adequate protection

11. Children's Privacy

OpenDots is not intended for users under 16 years of age. We do not knowingly collect Personal Information from children under 16. If we become aware that we have collected such information, we will promptly delete it.

Parents or guardians who believe we may have collected information from their child should contact us immediately at support@opendots.ai.

12. Third-Party Services and Links

Our Service may contain links to third-party websites or integrate with third-party services. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies before providing any information.

Key third-party services include:

  • Google Business Profile (via Google OAuth 2.0)
  • App store platforms (Google Play, Apple App Store)
  • Social media platforms (such as Instagram and X) and email providers
  • Business systems you connect (such as order, customer or payment tools)
  • Payment processors (Stripe, Razorpay)
  • Website analytics providers
  • AI service providers (such as Anthropic and OpenAI)

13. Cookies and Tracking Technologies

13.1 What We Use

  • Maintain your session and authentication
  • Remember your preferences
  • Analyze usage patterns
  • Improve user experience

13.2 Types of Cookies

  • Essential Cookies: Required for the Service to function
  • Analytics Cookies: Help us understand how users interact with our Service
  • Preference Cookies: Remember your settings and choices

13.3 Managing Cookies

You can control cookies through your browser settings. Note that disabling certain cookies may limit functionality of our Service.

13.4 Do Not Track

Some browsers offer a "Do Not Track" setting. Our Service does not currently respond to Do Not Track signals, but we limit tracking to what's necessary for Service functionality and improvement.

13.5 Our Website

Our public website, opendots.ai, does not use cookies. It counts visits with Vercel Web Analytics, which works without cookies and without identifying you.

14. Marketing Communications

If you've opted in to receive marketing communications:

  • You can unsubscribe at any time using the link in our emails
  • We will honor your preferences promptly
  • Transactional emails (account-related) will continue regardless of marketing preferences

15. Changes to This Privacy Policy

We may update this Policy periodically to reflect changes in our practices or legal requirements. We will notify you of material changes by:

  • Posting a notice on our website
  • Sending an email to registered users
  • Updating the "Last Updated" date

Your continued use of OpenDots after changes indicates acceptance of the updated Policy.

16. Data Protection Officer

While not legally required to have a Data Protection Officer, we have designated a privacy contact for all data protection matters.

17. Contact Us

For any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Thought Labs Private Limited
Mumbai, India
Email: support@opendots.ai
Website: https://opendots.ai/

For privacy-specific inquiries, please include "Privacy Request" in your email subject line.

18. Jurisdiction and Applicable Law

This Privacy Policy is governed by the laws of India. However, we commit to compliance with applicable data protection laws in all jurisdictions where we operate, including India's Digital Personal Data Protection Act, 2023, GDPR, CCPA, and other regional privacy regulations.

Your Privacy Matters to Us

At OpenDots, we believe in building trust through transparency. This Privacy Policy represents our commitment to protecting your information while providing you with tools to answer and understand your customers. Thank you for trusting us with your data.