Terms of service
Last Updated: 1st Nov 2024
1. Introduction
Welcome to Breezy! Breezy is an AI-powered chatbot designed to assist customers of businesses by providing information, helping with bookings, and performing limited actions on their behalf. Breezy is deployed on business websites to enhance customer experience, providing immediate responses to inquiries about products, services, and policies, and managing booking requests as permitted by the business. By using Breezy, you agree to these Terms of Service, which govern your interactions with the Breezy chatbot.
2. Data privacy and security
2.1 Data collection
Breezy collects specific data during interactions to provide accurate responses, facilitate booking management, and improve the chatbot’s overall functionality. Data is collected responsibly and is limited to what is necessary to perform the chatbot’s functions effectively. Below is an outline of the data types collected and the purpose behind each.
User input data: This includes any information users provide directly to Breezy through text inputs. Examples include questions about products, services, terms, and any booking details shared to reschedule, adjust, or cancel bookings. User input data is essential for Breezy to understand and respond to user queries accurately.
Booking and transactional data: When users use Breezy to manage bookings, the chatbot may collect information associated with those transactions, such as appointment dates, times, and other booking details. This data enables Breezy to assist users with managing their bookings and ensures the booking system is up-to-date with any changes.
Interaction and usage data: Breezy may collect metadata related to user interactions, such as timestamps, chat durations, and frequency of queries. Interaction data helps improve Breezy’s functionality and is typically anonymised to protect user privacy.
Device and technical information: Limited device information (e.g., browser type, device model, IP address) may be collected to ensure that Breezy functions optimally across various devices and to diagnose any technical issues. This data also helps us protect against security threats by identifying unusual patterns of access.
Purpose of data collection;
Providing services: The primary purpose of data collection is to respond accurately to user queries, provide relevant information about the business, and process booking adjustments. Breezy uses user input data to generate responses that are directly related to users’ requests.
Booking management: Breezy collects booking and transactional data only as necessary to perform booking-related actions, such as rescheduling, updating, or canceling existing bookings. This ensures a smooth, integrated experience between the business’s booking system and the chatbot.
Service improvement: Interaction and usage data, as well as anonymised user input data, may be used to enhance Breezy’s responses, identify trends in customer inquiries, and improve the accuracy and quality of the chatbot’s answers over time. Breezy may analyse aggregated and anonymised data to refine its performance without exposing individual user information.
Security and fraud prevention: Limited device and technical information is collected to monitor and protect against unauthorised or malicious access, detect security threats, and ensure compliance with relevant data security standards. This information is retained only as long as needed for security and fraud prevention purposes.
Data minimisation and anonymisation: Breezy employs a data minimisation approach, ensuring only the information necessary to fulfil a request is collected and used. Additionally, Breezy anonymises or pseudonymizes data wherever possible, especially for service improvement purposes, to protect user identities.
User controls and consent: Users may choose not to share certain types of data by limiting the information they input. However, users acknowledge that restricting certain data may impact Breezy’s ability to provide accurate responses or assist with booking management.
2.2 Data usage
Breezy uses the data it collects to deliver an efficient and accurate chatbot experience. We ensure that all data usage aligns with the purposes of providing customer support, facilitating booking management, and improving Breezy’s functionality, with a strict focus on user privacy and data security.
Providing relevant responses: Breezy primarily uses user input data to generate responses that are directly relevant to user questions and requests. For example, if a user inquires about product details, service policies, or terms, Breezy processes this input to provide informative answers. This usage applies to general queries as well as booking-specific questions.
Booking and appointment management: When a user interacts with Breezy to manage bookings—such as rescheduling, canceling, or adjusting an appointment—Breezy accesses and uses the necessary booking and transactional data to complete these actions on behalf of the user. This usage is limited to fulfilling the specific request and ensures seamless integration with the business’s booking platform.
Service enhancement and personalisation: Breezy may analyse anonymised user input and interaction data to improve the relevance and accuracy of future responses. This analysis enables Breezy to better understand common customer inquiries, identify frequently requested information, and refine responses over time. Data used for this purpose is anonymised or pseudonymized to protect individual privacy.
Analytics and performance monitoring: Breezy collects and uses anonymised interaction data, such as query frequency, average response times, and common usage patterns, to monitor and enhance chatbot performance. By analysing this aggregated data, Breezy can identify potential improvements, optimise response accuracy, and ensure system reliability.
Security and fraud prevention: Limited device and technical data (such as IP addresses or device types) are used to monitor access patterns, detect unauthorised access attempts, and prevent potential misuse of the chatbot. This security measure helps protect user interactions from threats and unauthorised access while maintaining data integrity.
Purpose limitation and data minimisation: Breezy adheres to a purpose limitation policy, ensuring that data is only used for the specific functions outlined. The chatbot is designed to limit data access and processing to what is strictly necessary for providing assistance, managing bookings, and maintaining performance. Unnecessary data usage is avoided, and Breezy strives to minimise data exposure.
Marketing or profiling: Breezy does not use collected data for marketing purposes, profiling, or behavioural analysis. The chatbot is dedicated solely to assisting users with their inquiries, booking management, and general customer service on behalf of the business. Breezy does not use data to create customer profiles or deliver targeted advertising.
Data anonymisation for improvement purposes
When data is used for service improvement, Breezy anonymises or pseudonymizes user data to prevent identification of individuals. This allows Breezy to analyse usage patterns and improve response quality without compromising user privacy.
User control and consent: Users interacting with Breezy consent to the necessary use of their data to complete their requests. Breezy does not use personal data for any purpose beyond those required to perform requested services and fulfil the chatbot’s functionality. Users may contact the business hosting Breezy to inquire about specific data usage or to request restrictions if they have concerns.
Compliance and legal basis: Breezy operates in compliance with applicable data protection laws, including GDPR, CCPA, and other relevant regulations. Data is processed under legal bases that support service delivery, such as fulfilling user requests, providing customer support, and improving chatbot functionality. Users are encouraged to review Breezy’s data usage practices to ensure they understand how their information is handled.
2.3 Sharing with third-parties
Breezy leverages third-party services, including OpenAI’s GPT model, to enhance the chatbot ability to respond accurately to user inquiries and requests. When users interact with Breezy, certain data may be transmitted to these third-party services, which are bound by strict data usage, privacy, and security protocols. The following outlines how data is shared and handled by these third parties, particularly OpenAI’s GPT model:
Data transmission: Data transmitted to third-party providers, including OpenAI, is limited to the information required to process user requests and provide accurate responses. This may include user questions, booking details, and other interaction data that helps Breezy respond contextually.
Purpose of data use: The data provided to OpenAI’s GPT model is used solely to interpret and respond to user input, enabling Breezy to generate meaningful answers, retrieve booking information, or process booking adjustments. This data is not stored or used by OpenAI for training purposes without explicit permission from the business or end users.
Data retention: By default, OpenAI does not retain data processed through the API for training or improvement purposes unless the business hosting Breezy explicitly opts in to data retention. For businesses that do not opt in, OpenAI will discard data after it has been processed to generate the necessary response. Users should review OpenAI’s data usage policies for further information.
Security and encryption: All data shared with third-party providers is encrypted during transmission to prevent unauthorized access. OpenAI and other third-party services used by Breezy comply with industry-standard security practices, including encryption in transit and at rest, to protect user data.
Third-party compliance: Breezy only partners with third-party providers that adhere to data protection regulations, including GDPR, CCPA, and any other applicable laws, ensuring that all data shared with these entities is handled securely and legally. OpenAI, as a primary third-party service, is committed to compliance with such regulations.
Data access and control: Breezy’s integration with third-party providers like OpenAI is designed to minimize data exposure. OpenAI does not access user data beyond what is necessary to fulfill the service request, and the data is not used for any marketing, analytics, or profiling purposes. Businesses hosting Breezy retain control over what data is transmitted to OpenAI and may configure the service to restrict data sharing as needed.
User consent: Users interacting with Breezy are informed that their data may be processed by third parties like OpenAI for the purpose of generating responses. By using Breezy, users consent to this limited data sharing, understanding that it enables accurate, real-time assistance.
Third-party relationships: In the event that Breezy changes or discontinues its relationship with a third-party provider, all relevant user data previously transmitted will remain subject to the terms in place at the time of data processing. Any data retained by third parties after processing will be handled according to their retention and deletion policies, which are available to users upon request.
We take data privacy seriously and continuously assess the data sharing practices of all third-party services to ensure compliance with our data protection standards and user expectations.
2.4 Data retention
Breezy is committed to retaining data only for as long as necessary to fulfill the purposes for which it was collected, in compliance with applicable data protection laws and regulations. This section outlines how Breezy manages data retention, deletion, and anonymization to protect user privacy and ensure efficient data handling.
General inquiries and responses: User input data related to general inquiries—such as questions about products, services, or terms and conditions—is retained for the duration of the chat session. This data may be kept for a limited period, defined by the business, to allow follow-up actions or resolution of any related issues. Once the purpose is fulfilled, this data is either deleted or securely anonymised, depending on business needs and regulatory requirements.
Booking and transactional data: Data related to booking actions (e.g., rescheduling, cancellations) is retained temporarily to fulfil the user’s request and ensure that the action is completed successfully. This data may be kept for a limited period, defined by the business, to allow follow-up actions or resolution of any related issues. Once the purpose is fulfilled, this data is either deleted or securely anonymised, depending on business needs and regulatory requirements.
Service improvement and analytics: Interaction data that has been anonymised is retained for a longer period to support performance monitoring, quality improvements, and service optimisation. This anonymised data does not contain identifiable user information and is used strictly for analytical purposes. Retention duration for anonymised data varies based on business needs and legal obligations but is regularly reviewed to ensure relevance.
Security and fraud prevention: Device and technical information (e.g., IP addresses, device types) collected for security purposes is retained only for as long as needed to detect and respond to potential security threats. Once the security review period expires, this data is either deleted or anonymised for any further analysis. Breezy implements strict access controls to ensure that only authorised personnel can view this data while it is retained.
Legal requirements and disputes: Breezy may retain certain data if required to comply with legal obligations, such as regulatory record-keeping, compliance with data protection laws, or for the resolution of disputes. Retention duration for data in these cases will be determined by applicable laws or legal requirements, and data will be securely stored for the necessary period.
Data deletion and user rights;
Automatic deletion: Breezy employs automated systems to regularly delete data that is no longer needed, in line with predefined retention periods.
User requests for deletion: Users have the right to request the deletion of their personal data in accordance with data protection regulations. Requests for data deletion can be directed to the business hosting Breezy, which will facilitate the removal of relevant data within the limits of legal obligations. Breezy ensures that deletion requests are processed efficiently and in compliance with regulatory standards.
Retention of anonymised data for long-term analytics
In certain cases, anonymised data may be retained indefinitely for analytics and service improvement, as it does not contain any identifiable information. Breezy uses this data to analyse trends, enhance chatbot performance, and improve customer experience without compromising individual user privacy.
Ongoing review of retention policies
Breezy regularly reviews its data retention practices to ensure they align with legal requirements, industry standards, and user expectations. Any updates to retention policies will be communicated transparently to users and may be adjusted to reflect new regulatory guidance or technical advancements.
2.5 User rights
Users have the right to:
• Request access to their personal data
• Request corrections to their data
• Request deletion of their data (subject to legal requirements)
For any data-related requests, please contact the business that hosts Breezy on their website.
3. Acceptable use
Users agree not to:
• Use Breezy for purposes other than seeking information about the business or managing bookings
• Input malicious, inappropriate, or harmful data into the chatbot
• Attempt to reverse-engineer or extract data from Breezy’s functionality beyond what is permitted through user interaction
Any misuse of Breezy may result in restricted access or legal action as necessary.
4. Limitation of liability
Breezy is designed to provide a seamless and efficient customer service experience by offering information and managing bookings on behalf of the business. While Breezy strives for accuracy, reliability, and security in its responses and booking actions, users acknowledge that Breezy is an automated tool and may have limitations. This section outlines the limits of Breezy’s liability and the responsibility of users and businesses.
4.1 Accuracy of information and responses
Information provided by Breezy: Breezy uses advanced AI technologies to interpret and respond to user queries. However, the responses generated by Breezy are based on the data and information provided by the business, and Breezy cannot guarantee the absolute accuracy, completeness, or reliability of its responses. Users should confirm critical details with the business directly, especially when decisions or actions depend on specific product, service, or policy information.
Limitations of automated responses: Breezy’s responses are generated by an AI model and may be subject to errors or limitations inherent to AI technologies. Breezy is not liable for any inaccuracies, omissions, or misunderstandings that may arise from automated responses. Users should use Breezy’s responses as general guidance and verify with the business for precise details or clarifications
4.2 Booking and transactional liability
Booking actions: Breezy can assist with certain booking actions, such as rescheduling, canceling, or adjusting existing bookings. While Breezy makes every effort to ensure that these actions are performed correctly, users acknowledge that Breezy’s ability to manage bookings is limited to the functionalities provided by the business’s booking system. Breezy is not responsible for errors, delays, or technical issues that may occur in the booking system itself.
Responsibility for booking confirmation: Users are responsible for verifying the status of their booking after making changes through Breezy. Breezy is not liable for any missed appointments, scheduling conflicts, or errors that may result from incomplete or incorrect booking updates. Users should check directly with the business if they require confirmation of booking actions.
4.3 Security and privacy limitations
Data transmission: Breezy implements industry-standard encryption and security practices to protect user data. However, users acknowledge that no method of data transmission or storage is 100% secure, and Breezy cannot guarantee absolute protection against unauthorized access, data breaches, or cyber threats. Breezy is not liable for any potential damages that may arise from security vulnerabilities beyond its control.
Third-Party services: Breezy relies on third-party services, including OpenAI’s GPT model, to enhance its functionality. While Breezy ensures that these providers adhere to high security and privacy standards, Breezy is not responsible for any issues arising from these third parties’ systems or data handling practices. Users are encouraged to review the privacy policies of these third parties for additional information on their liability.
4.4 Indirect and consequential damages
To the fullest extent permitted by law, Breezy and its affiliates, partners, and licensors are not liable for any indirect, incidental, consequential, or special damages that may arise from the use of Breezy, including but not limited to:
Lost profits or revenue
Loss of data or data corruption
Service disruptions or delays
Unintended actions based on Breezy’s responses or booking actions
User responsibility: Users acknowledge that by interacting with Breezy, they assume responsibility for verifying any critical information and confirming booking actions directly with the business if needed. Breezy is a supplementary tool and should not replace direct communication with the business for important or time-sensitive inquiries. Users agree to use Breezy’s services at their own risk and waive any claims against Breezy for damages resulting from their use of the chatbot.
Maximum liability: In any case, Breezy’s aggregate liability to any user for claims arising out of or related to their use of the chatbot will be limited to the total amount paid, if any, by the user to the business specifically for the use of Breezy or related services. If no such fees have been paid, Breezy’s liability is limited to the extent permitted by law.
Jurisdictional limitations: Some jurisdictions do not allow the exclusion of certain warranties or limitations of liability for incidental or consequential damages. In such jurisdictions, Breezy’s liability shall be limited to the greatest extent permitted by law.
5. Data protection and security
Breezy is committed to protecting user data with stringent data protection and security measures in full compliance with the General Data Protection Regulation (GDPR) and other applicable UK data protection laws. This section outlines how Breezy ensures the security, privacy, and lawful processing of data collected from users.
5.1 Security Measures
Encryption: Breezy employs strong encryption protocols (both in transit and at rest) to safeguard user data against unauthorized access or interception. This includes HTTPS for data transmission and encryption for data storage, ensuring that sensitive information is protected throughout its lifecycle.
Access Controls: Breezy restricts access to user data, ensuring that only authorized personnel and third-party service providers have access to sensitive information. Role-based access controls and multi-factor authentication are implemented to minimize unauthorized data access risks.
Security audits and testing: Breezy conducts regular security audits and vulnerability assessments to identify and address potential security risks. This includes penetration testing and code reviews to ensure that the system remains secure against emerging threats. Any vulnerabilities discovered are promptly addressed.
Data minimisation: In line with GDPR’s principle of data minimisation, Breezy collects only the necessary information to perform its functions. Data that is no longer needed is securely deleted or anonymized, reducing the risk of data exposure.
5.2 GDPR compliance
As a UK-based service provider, Breezy is fully compliant with GDPR requirements. This includes ensuring that all data collection, processing, and retention activities align with GDPR’s standards of lawfulness, transparency, and purpose limitation.
Lawfulness of processing: Breezy collects and processes data based on legitimate interests, contractual necessity, and user consent, as required under GDPR. Users are informed of data processing activities, and data is processed only for the purposes outlined in these Terms of Service.
Transparency and fair processing: Breezy provides clear information about its data collection and processing practices to users, ensuring transparency in how data is used and handled. Users are encouraged to review Breezy’ policies to understand their rights and how their information is processed. Users have specific rights under GDPR, which Breezy fully upholds, including:
Right of access: Users can request access to their personal data processed by Breezy.
Right to rectification: Users can request corrections to any inaccurate or incomplete personal data.
Right to erasure (‘Right to be Forgotten’): Users can request the deletion of their data, subject to certain legal conditions.
Right to restrict processing: Users can request restrictions on how their data is processed.
Right to data portability: Users have the right to receive their data in a structured, commonly used format.
Right to object: Users can object to the processing of their data under certain circumstances, particularly for direct marketing purposes.
Users can exercise these rights by contacting the business hosting Breezy, which will coordinate with Breezy to process requests efficiently and in compliance with GDPR.
5.3 Data security in third-party integrations
Breezy partners with third-party providers, such as OpenAI, to process user requests and deliver accurate responses. Breezy ensures that these third-party services adhere to GDPR requirements and high data security standards.
Sub-processor management: Breezy maintains a list of sub-processors (third-party providers) involved in data processing. Users can request information on these providers and their data protection measures.
5.4 Breach notification policy
In the unlikely event of a data breach that may compromise user privacy, Breezy will follow GDPR guidelines to notify affected users and relevant authorities promptly. Specifically:
User notification: If a breach occurs, affected users will be notified within 72 hours of discovery, in line with GDPR requirements, including details of the breach, potential impact, and measures taken to mitigate harm.
Regulatory notification: Breezy will report breaches to the Information Commissioner’s Office (ICO) in the UK if the breach is likely to result in a risk to user rights and freedoms.
5.5 Ongoing security enhancements
Breezy is committed to continuously improving its data protection practices to keep up with new threats and security challenges. Regular updates to security protocols, employee training, and technology advancements are implemented to maintain a high level of data security. Breezy also monitors relevant regulatory updates to ensure ongoing GDPR compliance.
5.6 User responsibility for data security
While Breezy implements robust security measures, users are encouraged to take precautions to protect their data when interacting with Breezy. Users should avoid sharing sensitive personal information beyond what is necessary for Breezy to complete requested actions.
6. Termination and suspension of service
Breezy reserves the right to suspend or terminate user access to the chatbot under certain circumstances to ensure the security, integrity, and functionality of the service. This section explains the conditions under which termination or suspension may occur, as well as the rights and responsibilities of users in such cases.
6.1 Grounds for suspension or termination
User access to Breezy may be suspended or terminated without prior notice under any of the following circumstances:
Violation of Terms: If a user is found to be in violation of these Terms of Service, including but not limited to engaging in prohibited conduct, attempting to hack or disrupt Breezy, or misusing the service.
Unlawful or fraudulent activity: Breezy may suspend or terminate access if it detects any unlawful, fraudulent, or abusive activity associated with a user’s interactions with the chatbot, or if there is reason to believe a user is attempting to commit fraud or harm others through the chatbot.
Security and operational threats: Breezy may restrict access if there is a reasonable belief that a user’s activity poses a risk to the security, stability, or functionality of Breezy, including excessive usage that overloads the system or actions that compromise user data.
Request by the business hosting Breezy: Breezy may terminate or suspend access to specific users upon the request of the business hosting the chatbot, especially if user activity conflicts with the business’s policies or presents potential harm to its operations.
6.2 Notice of termination or suspension
Where feasible, Breezy will provide users with notice of suspension or termination via an in-chat notification or other appropriate means. In cases of serious security threats or unlawful activity, Breezy reserves the right to suspend access immediately without prior notice to protect other users and maintain service integrity.
6.3 User Responsibility upon termination or suspension
If a user’s access to Breezy is terminated or suspended:
No further access: The user will no longer be able to interact with Breezy or perform actions (such as booking modifications) through the chatbot.
Liability for actions: The user remains responsible for any actions or requests made through Breezy prior to termination or suspension, including any outstanding bookings, cancellations, or other commitments.
Appeal or reinstatement: Users who believe their access was terminated or suspended in error may contact the business hosting Breezy to request further information or an appeal. Breezy and the business will review such requests on a case-by-case basis and may reinstate access if warranted.
6.4 No liability for service termination or suspension
Breezy and the business hosting it are not liable for any damages or losses resulting from the termination or suspension of access to Breezy, including any loss of data, missed appointments, or inability to manage bookings through the chatbot. Users acknowledge that Breezy is a supplementary tool, and alternative means of customer support are available directly through the business.
6.5 Right to discontinue or modify service
Breezy reserves the right to modify, suspend, or discontinue the chatbot service in part or in full at any time, with or without notice, at the discretion of Breezy or the hosting business. Users are encouraged to check the business’s website for any updates or changes in the availability of Breezy.
7. Intellectual Property
All rights, title, and interest in and to Breezy, including the chatbot’s underlying technology, software, content, and branding, are owned by Breezy and its licensors. This includes, but is not limited to, any algorithms, source code, text responses, and design elements used in Breezy.
User limitations: Users are granted a limited, non-exclusive, and revocable license to interact with Breezy solely for personal or business-related customer service purposes as permitted by these Terms of Service. Users may not:
Copy, modify, distribute, or create derivative works from Breezy’s content or responses.
Reverse-engineer, disassemble, or attempt to extract the source code of Breezy’s technology.
Use Breezy’s responses, content, or any branding for commercial purposes outside the scope of these Terms.
Trademark rights: Breezy’s name, logo, and any associated branding elements are protected trademarks of Breezy. Users may not use these trademarks without prior written consent from Breezy or its licensors, except as part of permissible interactions with the chatbot. Any unauthorized use of Breezy’s intellectual property may result in termination of access and potential legal action to protect Breezy’s rights.
8. Modification of terms
We may update these Terms of Service periodically. Updates will be posted on to this website and shared with customers according to required agreements. Customers are encouraged to review the terms regularly.