Privacy Policy

This policy explains what personal data Off Hours ("we", "us"), operated by Kosta Rakonjac, Serbia, collects and why. We are the data controller for the data described here. If you have any question, write to hello@offhoursagent.com.

Two kinds of people, two roles

Our customers are the businesses who buy Off Hours. For their data we are the controller. Their website visitors chat with the plugin on the customer's own site. For that conversation data the customer is the controller and we are their processor, acting only on their instructions.

What we collect from customers

• Your name and email, to run your account and answer support.
• Your website address, to activate your licence and stop it being used elsewhere.
• Billing information, handled entirely by Lemon Squeezy, Inc., which sells the subscription to you. We never see or store your full card details.
• Usage counts (how many conversations your plan has used), to enforce your allowance.

If a partner referred you

Some customers arrive through one of our affiliate partners, on a link carrying that partner's shared referral code. A valid code travels through our internal links and to our Lemon Squeezy checkout without needing persistent referral storage. If you choose Accept all, we also remember that code in this browser for up to 30 days. Essential only does not enable that storage. We do not load a referral fingerprinting script. Commission depends on a valid referral reaching checkout and the affiliate program's attribution rules, rather than the cookie choice alone. The cookies section below explains the storage.

Because the partner is paid a share of your payments, we share with them the state of the thing their commission depends on: that you became a customer, your name and website, your plan, and when your subscription ends or a payment stops. They never see your card details or your conversations, and the updates stop when their commission stops. In GDPR terms this is our legitimate interest in honest commission accounting with the partner who introduced you. If you would rather not be named to them, email us and we will keep you anonymous in those updates.

What the plugin handles for visitors

When a visitor chats on a customer's site, their messages are sent to our service to generate a reply, and to Google (Gemini) as our sub-processor for that purpose only, under API terms that do not allow the messages to be used for training Google's models. An ordinary chat is not saved as a full conversation transcript on our servers. The browser holds recent messages for continuity and sends the relevant history with each chat request. Our service also processes session identifiers and reply-verification signatures to keep the conversation consistent and enforce limits. We retain usage counts and abuse-prevention records needed to operate the service. The exceptions for stored conversation content are described below.

Three things are the exception, and each is deleted automatically after 90 days. If a visitor asks to speak to a person, the conversation up to that point and everything said afterwards is stored, because that is what the business reads in order to answer them. If the assistant could not answer a question, that question is stored in the visitor's own words so the business can see what to add to its own information; any phone number or email address in it is removed before it is written down. If a visitor leaves their details, the lead includes a short summary of the enquiry drawn from the conversation.

If a visitor leaves a name and phone number, that lead is delivered to the business, and a copy (name, phone, a short summary of the enquiry) is held on our systems so a lost email can be re-sent and the business's weekly summary can be built. That copy is deleted automatically after 90 days. The business's own copy, in their WordPress and their inbox, belongs to them. A business can ask us to delete anything earlier at any time, and the plugin can be set to purge all visitor data on uninstall.

The chat demos on this website also send messages and relevant history to our service and Google (Gemini) to generate replies, with session controls to prevent abuse. The sample dental practice is fictional: its demonstration callback form does not deliver a lead to a real practice. Our own Off Hours contact form is different. If you submit it, your name, contact details and the question you asked are sent to us so we can respond. Please do not put sensitive personal information into a demonstration.

If you give the demo on our home page your own website address, we fetch a few pages of that website and send their text to Google (Gemini) so the assistant can answer as your business. We keep the resulting summary for one hour so the conversation can continue, and then it is deleted automatically. That summary includes the address you typed and whatever contact details your pages show publicly, because that is what the assistant answers from. We do not keep a copy of the pages themselves, we do not record the address in our analytics, and we do not email you about it. Only pages your website already serves publicly are read, and we never sign in to anything.

What we do not do

• We do not sell personal data. Ever.
• We do not use conversations to train our own models.
• We do not run advertising trackers of any kind. We do not sell or share anything for advertising, and nothing here follows you to other websites.
• We do not enable screen recording, mouse heatmaps or automatic click capture in PostHog. Only after Accept all, we count selected interactions: demo messages, website scans, customer-value ranges, pricing-slider changes, checkout clicks, guide or contact submissions, pilot submissions, and question-funnel progress, completion and close prompts. These events include limited context such as the demo used or funnel step, plus technical page and browser information. We do not include the chat message, entered website address, email address or exact customer-value amount in those event properties. PostHog keeps its identifier in page memory rather than persistent browser storage; events during that page session can still be associated. The separate optional follow-up below has its own consent.

Optional follow-up after your visit

This feature is available only when we enable it and its required services are configured. When available, the setup guide and founding pilot forms have a separate, unticked box. Accepting cookies does not tick it, and you can submit either form without it. If you tick it, and only once your form has gone through, we start a follow-up record linked to the email address you typed into that form. From then on your browser tells us which public pages of this website you open and five actions: sending a demo message, scanning your own website in the demo (that it happened, never the address), moving the pricing slider, clicking a checkout link and finishing the question funnel. Nothing else: no text you type, no website addresses, no page addresses beyond the path, nothing from account or checkout pages, no screen recording.

Ticking the box also records, in our customer records at HubSpot, that you agreed to this one follow-up: when, on which form, and the exact wording you saw. If you are not in HubSpot yet, we add a contact with your email address and, only if you typed them into the form, your name and website. Nothing else about you is changed there. If you opted out of our email before, ticking the box does not undo that and we do not contact you. After 30 minutes with no new activity, that list of pages and actions (without your email address) can be sent to TypeSafe to judge which kind of visitor it looks like, and HubSpot is checked again so we do not write to someone who has opted out or already heard from us. If the judgement is not confident, we do nothing. Otherwise a single email is drafted. A short note of the outcome (the kind of visitor and how sure the judgement was, never the pages themselves) is added to your HubSpot contact. You are not added to any campaign or sequence.

To stop it in your browser, open Cookie settings in the footer and choose Turn off. Tracking stops straight away, and the record for that visit, its pages, actions and any draft, is deleted once our server confirms; until then Cookie settings says the removal is still pending and your browser keeps retrying. To stop all follow-up to your address, use the unsubscribe link in any follow-up email: the address is then kept only as a scrambled entry on a do not contact list, and the follow-up subscription in HubSpot is switched off too. Turning it off in Cookie settings stops that visit only and leaves your HubSpot choices as they are. Recorded activity is deleted after 30 days and follow-up records after 90 days.

Sub-processors

• Google (Gemini API), to generate chat replies.
• Cloudflare, hosting and request processing.
• Lemon Squeezy, Inc., which sells the subscription and handles payment and tax.
• Resend, which sends requested setup guides, lead and account notification emails, and any separately authorised follow-up emails on our behalf.
• PostHog (EU region), which receives the selected interaction events and technical context described above, only after Accept all.
• Google Analytics, which counts page visits, and only if you agreed when we asked. Decline and it is never loaded at all.
• TypeSafe and HubSpot, only for the optional follow-up described above, only if you ticked its box, and only once we have connected them.
• Lovable, which hosts this website. Its optional visitor analytics is disabled. Hosting and security services still process requests needed to serve the site.

Where data is processed, and which law applies to you

We are based in Serbia, which is outside the EEA, and we prefer providers with EU data handling. Where personal data reaches us, or one of the providers above, from the EEA or the UK, that transfer relies on the European Commission's Standard Contractual Clauses, with the UK Addendum where UK data is involved.

We apply one standard everywhere rather than a different policy per country, and that standard is the GDPR, because it is the strictest of the regimes we deal with. If you are in the EEA or the UK, that is your law and the rights below are your statutory rights. If you are elsewhere, you get the same treatment as a matter of our policy, and your own country's law may give you further rights on top:

• California. We do not sell or share personal information as the CCPA defines it, and we never have, so there is nothing to opt out of. You can still ask what we hold, ask for a copy, and ask us to delete it, and we will not treat you differently for asking.
• Other US states, the UK, Canada, Brazil, Australia, Japan, Singapore, Korea and India have privacy laws that broadly track the same rights of access, correction and deletion. Use the same address below and we will honour them.
• Mainland China. We do not target the Chinese market and do not keep data in China, so we do not hold ourselves out as compliant with PIPL. If you plan to run the assistant on a site aimed at users in mainland China, take local advice first, because PIPL has requirements (a local representative, and localisation for some data) that this product does not meet.

That last point is the honest one. It is easy to write a policy claiming worldwide compliance and much harder to be it, and claiming a standard we do not meet would be a worse problem than naming the limit.

Why we are allowed to process this data

In GDPR terms: we process customer account and billing data to perform our contract with you, usage counts and abuse prevention under our legitimate interest in running the service safely, and visitor conversation data on the instructions of the business you are talking to, which is responsible for its own lawful basis.

Children

Off Hours is sold to businesses and is not directed at children. We do not knowingly collect data from anyone under 16. If you believe a child has left their details through a chat, email us and we will delete the record.

Your rights

Under the GDPR you can ask to access, correct, export or delete your personal data, and object to certain processing. Email hello@offhoursagent.com and we will respond within one month. You can also complain to your local data protection authority.

Cookies and browser storage

Choose Essential only to use the site without optional analytics or persistent referral memory, or Accept all to enable both. We remember that choice in local storage under aca-cookie-consent. You can change it through Cookie settings in the footer. Essential storage and security cookies can still be used when you decline optional tracking.

Optional analytics. Google Analytics loads only after Accept all and uses cookies such as _ga to measure visits. PostHog also requires Accept all; it counts the selected interactions described above with memory-only identifiers, without session replay or automatic click capture. Choosing Essential only stops new optional event collection, removes the optional identifiers we can access on our domain, clears remembered referral storage, and reloads the page when needed to stop an already loaded analytics script. It does not erase data already received by a provider.

Optional referral memory. After Accept all, we may store oh-affiliate-referral in local storage. It holds a shared partner code and an expiry time, lasting up to 30 days. It is not a unique visitor identifier. A different valid partner link replaces the remembered partner; ordinary visits do not extend the same stored referral's expiry. Essential only does not create or use this persistent referral record. A valid code in the current link can still be carried to checkout. Returning later without that link may therefore have no referral attached. We do not use a referral fingerprinting SDK.

Hosting and checkout. Lovable's optional visitor analytics is disabled. Our hosting and security providers can still use functional deployment and bot-protection cookies, such as __dpl and __cf_bm, and process connection information to deliver and protect the website. These are separate from the optional analytics choice. Purchases open Lemon Squeezy checkout, where payment, fraud-prevention and referral processing are governed by its privacy policy. Choosing Essential only here does not mean a payment provider uses no cookies during checkout.

Requested language preferences. When supported, the site uses the browser's on-device translator. The browser may download a language pack; our translation feature does not send page text to a remote translation service. If you choose a language or Show original, we remember that preference under oh-language. Dismissing the language offer is remembered only for the tab. Automatic translation without a choice does not save a language preference.

Chat continuity and functional state. Chat widgets can use tab-scoped session storage for recent messages, conversation identifiers, reply-verification signatures, and whether the widget or greeting was open or dismissed. Our website also remembers a recent demo website scan and the dismissal of the setup-guide prompt (oh_guide_dismissed) for the tab. This lets the requested interaction continue across page navigation. Session storage normally ends when the tab closes, although browser session restoration can restore it. Relevant chat history is sent to our service and the model to produce replies; session identifiers and signatures are sent to our service to validate requests and enforce limits. UI dismissal flags are not chat content.

Requested setup guides

If you request the setup guide by email, we send your address to Resend to deliver it and may notify our team that the guide was requested. This request alone is not consent for marketing or the optional follow-up described above. The new delivery guard keeps a hashed version of the address for 30 days to prevent duplicate sends. Earlier duplicate-prevention records containing an email address expire after their existing 30-day period. Email delivery records and copies in an inbox are separate from this duplicate-prevention record.

Changes to this policy

If we change this policy in a way that matters, we will update the date at the top and, for changes that affect customers materially, tell you by email before they take effect. Minor clarifications just update the page.

This document is a plain-language summary offered in good faith. It is not legal advice.