Privacy Policy

Last updated: 2026-09-09

This Privacy Policy describes how the GoHyppo group collects, uses, shares and protects personal information when you visit our websites, use our products or engage our services. The group is made up of:

• GoHyppo LLC, a company organized under the laws of the State of Florida, United States, with its principal place of business in Miami-Dade County.
• Voxtur Ltd, a company incorporated in Saint Kitts and Nevis, registration number 0014565, with its registered office at Suite 5, Horsford’s Business Centre, Long Point Road, Charlestown, Nevis KN0801.

In this Policy, “GoHyppo”, “Hyppo”, “we” and “us” refer to either company. Both apply the same privacy and security practices and share a single point of contact: it@hyppo.io. The data controller — or the processor, where we act on behalf of a Customer, as described in section 1 — is the company identified in the corresponding contract, service order or invoice.

Scope. This Policy covers the hyppo.io and gochat.ar websites, the GoChat platform and its dashboard at gochat.hyppo.io, the Customer.io Tracker for Shopify and for Tiendanube apps, and the professional marketing and data services we deliver under contract. Together, the “Services”. Capitalized terms not defined here have the meaning given to them in our Terms and Conditions.

We will publish any changes on this page, with the last-updated date.

1. Our relationship with you

It helps to start by identifying which relationship you have with us, because our obligations and your rights depend on it:

• A User is a person who gives us their information directly: visits our websites, fills in a form, writes to us, books a meeting or creates an account. For that data, GoHyppo is the data controller.
• A Customer is someone who engages us. For the data they process through the Services, the Customer is the data controller and GoHyppo acts as processor, following their instructions.
• A Customer End User is a person who interacts with a Customer through the Services: someone who messages their WhatsApp, talks to their chatbot, buys from their store or receives their communications. We have no direct relationship with these people and we do not decide the purposes or means by which their data is collected. If you are an End User and want to access, correct or delete your data, you should direct your request to the business you were interacting with, which is the data controller. If we receive such a request, we forward it to our Customer and assist them in handling it.

2. What information we collect as controller

When we act as data controller (the User relationship), we collect:

• Contact and enquiry data. Name, email address, company, phone number, the content of your message, the topics of interest you tick on the form, and the URL you sent it from. We collect this when you complete the contact form, message us on WhatsApp or by email, or book a meeting.
• Account data. Name, email address, password in hashed form, profile image if you upload one, language and preferences, and your Workspace configuration.
• Billing data. Legal name, billing address, tax identification and billing contact details. We do not store full card numbers: payments are processed by Stripe and PayPal, which receive and store payment method data under their own policies.
• Usage and technical data. IP address, browser type and version, operating system, device identifiers, pages visited, referrer, date and time, in-product actions and error logs.
• Data from other sources. If you connect your account to an external provider (Google, Meta, Shopify, Tiendanube and others), we receive from that provider the information you authorized, according to the permissions you granted. We may also receive information from public sources and commercial databases when assessing business opportunities.
• Communications. We keep our exchange of emails, messages and tickets with you, and the notes and summaries of working meetings, to maintain continuity of service.

2.1 Aggregated data

We produce statistics and aggregated data that do not allow any individual to be identified. We use them to measure and improve the Services and in our commercial materials. If aggregated data were combined with personal data in a way that allows you to be identified, we treat it as personal data.

2.2 Special categories and children’s data

We do not request and do not wish to receive special categories of personal data — racial or ethnic origin, political opinions, religious beliefs, trade union membership, genetic or biometric data, health, sex life or sexual orientation — except where a specific written agreement with a Customer provides for it, with appropriate safeguards.

The Services are not directed at people under 18 and we do not knowingly collect their data. If we find that we have received a minor’s data without the appropriate authorization, we delete it. If you believe this has happened, write to it@hyppo.io.

3. What data we process on behalf of our Customers

When a Customer uses the Services, we process their End Users’ personal data on their behalf and under their instructions. Depending on the channels and features the Customer enables, this may include:

• Contact and profile data: name, phone number, email address, messaging platform identifiers, language, country and any custom attributes the Customer chooses to store.
• Conversation content across all connected channels, including messages sent by the End User, by the bot and by human agents, together with the files, images, voice notes, locations and contacts the End User shares.
• Voice calls: where the Customer enables those features, the call recording, its full transcript and the automatically generated summary, stored against the contact record.
• Commerce data: orders, checkouts, carts, amounts and purchase status, where the Customer connects their store.
• Data the Customer imports or syncs from their own databases, spreadsheets, CRM or management systems.

The Customer decides what data to upload, for what purpose and for how long, and is responsible for having the legal basis, consents and notices required — including the call recording notice. We do not use that data for our own marketing purposes and we do not sell it.

4. Cookies and similar technologies

We use cookies and similar technologies on our websites. These are the ones currently active:

Enhanced conversions. On our campaign pages, when you submit the contact form we transmit to Google the email address and phone number you entered, in order to attribute the conversion to the campaign that produced it. This is Google Ads’ enhanced conversions feature, which hashes that data. If you would rather it was not transmitted, write to it@hyppo.io or contact us through the other channels published on the site.

You can block or delete cookies from your browser settings. If you block functional cookies, some parts of the site may stop behaving as expected. We load measurement and advertising cookies on the basis of our legitimate interest in measuring and improving our communications; if you are in a jurisdiction that requires prior consent for that kind of cookie and wish to object, write to it@hyppo.io and we will action it.

4.1 Cookies the webchat widget sets on the Customer’s website

When a Customer installs the GoChat webchat widget on their own website, the widget writes a cookie in the visitor’s browser to recognize them across sessions and maintain conversation continuity. That cookie lasts 30 days and is refreshed on each visit; if the visitor does not return within that period, the identifier expires and the next conversation is treated as coming from a new contact. It is a first-party cookie of the Customer’s website: the Customer must declare it in their own cookie policy and obtain consent where their regulations require it.

5. Why we use the information and on what legal basis

Marketing communications. You can unsubscribe at any time from the link in each email or by writing to it@hyppo.io. Unsubscribing from marketing does not affect the operational and contractual messages we need to send you while you hold an active account or contract.

6. Artificial intelligence and automated processing

• The Services include features that use third-party language and voice models to generate replies, classify and interpret messages, summarize conversations, transcribe audio and produce content.
• For those features to work, the necessary conversation content and any materials the Customer uploads are transmitted to the relevant model provider, according to the Customer’s configuration. The current providers are in the table in section 7.
• Where the Customer configures their own provider keys (BYOK), the content goes directly to the account the Customer holds with that provider, and that provider’s use of the data is governed by the Customer’s agreement with them.
• We use Customer Content and usage data to operate and improve the Services, including our processes, models and algorithms, as set out in our Terms and Conditions. Where a signed contract or data processing agreement restricts that use — for example by prohibiting model training or the commingling of data across customers — that agreement prevails.
• We do not make automated decisions that produce legal effects on individuals or otherwise significantly affect them. The classifications and suggestions the Services generate are inputs for the Customer to decide on, and the Customer is responsible for supervising them.

7. Who we share information with: sub-processors and providers

We work with providers who process personal data on our behalf so that we can deliver the Services. Before bringing one on board we assess its privacy and security practices and enter into an agreement imposing the applicable obligations. This is the current list:

As the business evolves, this list may change. We will publish updates on this page and, where the agreement with a Customer requires it, notify them with the notice period set out there so they can exercise their right to object.

In addition to these providers, we may share information:

• On your instruction or with your consent, for example when you ask us to integrate a third-party service.
• With our professional advisers — accountants, auditors and lawyers — under a duty of confidentiality.
• Where the law requires it: in response to a valid request from a competent authority, or where necessary to protect our rights, people’s safety or the integrity of the Services. If we receive a request concerning data we process on behalf of a Customer, we will notify them unless the law prohibits it.
• In a corporate transaction: if GoHyppo is involved in a merger, acquisition, reorganization or transfer of assets, information may be transferred as part of that transaction. The acquirer remains subject to this Policy in respect of the transferred information, and we will announce it on this page.

We do not sell personal data. We do not trade or disclose it to third parties for their own advertising or marketing.

7.1 Links and third-party services

Our websites and products link to and integrate third-party services. What those third parties do with your information is governed by their own policies, not by this one. If you choose to connect an external service to the Services, bear in mind that doing so may supply personal information to that third party. We recommend reading their policies before connecting it.

8. Where we process information, and international transfers

GoHyppo LLC is established in the United States and Voxtur Ltd in Saint Kitts and Nevis; our team works primarily from Argentina and Spain. Our infrastructure and that of our providers is located in the United States, Germany, Ireland and other regions, depending on the service, as detailed in the table in section 7. Information may therefore be transferred and processed outside your country of residence, including countries whose data protection laws may differ from those of your jurisdiction.

When we transfer personal data from the European Economic Area, the United Kingdom or Switzerland to third countries without an adequacy decision, we rely on the European Commission’s Standard Contractual Clauses, with the UK Addendum where applicable, and on any applicable supplementary measures. You can ask us about those mechanisms by writing to it@hyppo.io.

9. How long we keep information

We keep personal data for as long as necessary for the purposes described, and then delete or anonymize it. These are the specific periods:

The product’s current limits and periods are published and kept up to date in the GoChat documentation on data and retention.

An important warning about synced tables. When a Customer syncs a table from their own database into the Platform, the sync is not two-way: if the Customer deletes a record or a table at the source, the synced copy is not automatically removed from the Platform. The Customer must delete it there as well. We flag this because it directly affects their ability to honour an End User’s deletion request.

We may keep data for longer where necessary to comply with a legal obligation, respond to a request from an authority, or exercise or defend rights in a claim.

10. How we protect information

We apply reasonable technical, administrative and physical measures, appropriate to the state of the art, to preserve the confidentiality, integrity and availability of information: encryption in transit, encryption at rest for credentials and configuration data, secrets management, access control on a least-privilege basis, strong authentication on critical systems, access logging, regular backups, and review of the providers we bring on board. We limit access to personal data to personnel who need it for their role, subject to confidentiality obligations.

No system is completely secure and we cannot guarantee absolute security. In the event of a personal data breach, we will notify the authorities and affected individuals where applicable regulations require it, and our Customers without undue delay where it affects data we process on their behalf, with the information they need to meet their own obligations.

11. Your rights

Depending on where you live, you may have the right to:

• Access the personal data we hold about you and obtain a copy.
• Correct inaccurate or incomplete data.
• Request erasure where there is no valid reason for us to keep processing it.
• Object to processing based on legitimate interest on grounds relating to your particular situation, and in all cases to processing for direct marketing.
• Request restriction of processing in certain cases, for example while we verify the accuracy of a data point.
• Request portability of the data you provided to us, in a structured, commonly used and machine-readable format.
• Withdraw consent where processing is based on it. Withdrawal does not affect the lawfulness of prior processing, and may mean certain features are no longer available.
• Not be discriminated against for exercising any of these rights.

11.1 Applicable frameworks

• GDPR and UK GDPR. If you are in the European Economic Area, the United Kingdom or Switzerland, the rights above apply to you. In most cases where your data reaches our systems it does so because a business that is our Customer is processing it: in that situation we are the processor and your request is handled through that Customer, to whom we will forward it. You also have the right to lodge a complaint with the supervisory authority in your country or place of residence.
• Argentina. Data subjects have the right to request information, access, rectification, updating and deletion under Law 25.326 on the Protection of Personal Data, and may lodge a complaint with the Agencia de Acceso a la Información Pública, the supervisory authority for that law.
• Brazil. If the Lei Geral de Proteção de Dados (LGPD) applies to you, you have the rights it recognizes, including confirmation of processing, access, correction, anonymization, portability and deletion, and you may complain to the Autoridade Nacional de Proteção de Dados.
• California and other US states. If the CCPA and CPRA apply to you, you may request to know the categories and specific pieces of personal information we collect, their source, the purpose and the categories of third parties we share them with; request their deletion or correction; and exercise your right to opt out of the “sale” or “sharing” of personal information. We do not sell or share personal information, and we do not use it for cross-context behavioural advertising beyond our own measurement. Nor will we discriminate against you for exercising these rights. You may appoint an authorized agent to exercise them on your behalf.

11.2 How to exercise them

Write to it@hyppo.io. We generally do not charge for handling your request. We may ask for additional information to verify your identity, as a security measure to avoid disclosing personal data to someone not entitled to receive it. We respond to legitimate requests within one month; if the request is particularly complex or if you have made several, we may extend that period and will let you know. We may charge a reasonable fee, or decline to act, where a request is manifestly unfounded, repetitive or excessive; this does not apply to withdrawal of consent.

11.3 Complaints

If you want to complain about this Policy or about our practices, write to it@hyppo.io with the subject “Data privacy”. We will respond as soon as possible. If you believe your complaint has not been adequately resolved, you may take it to the supervisory authority for your jurisdiction.

12. Our Customers’ obligations towards their End Users

If you are a Customer, you are the data controller for your End Users’ data and it is therefore your responsibility to:

• publish and maintain your own privacy and cookie policy, including the webchat widget cookie described in section 4.1;
• hold a valid legal basis for each processing activity and, where applicable, obtain and be able to demonstrate consent — in particular for commercial communications and for call recording and transcription;
• tell your End Users when they are interacting with an automated system;
• handle the access, rectification and erasure requests addressed to you — the Platform lets you export and delete a contact’s data, and the procedure is in the GoChat documentation;
• honour opt-outs and do-not-contact requests;
• configure the retention and access settings of your Workspace and of any storage you connect, in line with the regulations that apply to you.

We will reasonably assist you in meeting these obligations. If you need a data processing agreement, the applicable one is our Data Processing Agreement; to execute it, write to it@hyppo.io.

13. Annex A — Customer.io Tracker for Shopify

App: Customer.io Tracker · Contact: it@hyppo.io

Overview

Customer.io Tracker is a Shopify-native application that connects a merchant’s store to the merchant’s own Customer.io workspace. The merchant is the data controller and the owner of the Customer.io account; we act as a conduit and processor on the merchant’s behalf. We do not sell personal data and do not use it for any purpose other than delivering it to the merchant’s configured Customer.io workspace.

What we collect through Shopify’s APIs

When a merchant enables server-side tracking, the app receives the following webhook events and forwards them to the merchant’s Customer.io workspace:

• orders/paid and checkouts/create payloads, which include order and checkout details (line items, totals, currency, timestamps), the Shopify customer ID, and the protected customer fields we are approved for: email and name.
• We are not approved for phone or address: Shopify redacts those fields before delivery, so we never receive them.

We do not retain this data. Each payload is held only in memory for the duration of the request while it is forwarded to the merchant’s workspace. Application logs record only the event topic, shop domain, a message identifier and the delivery outcome — never personal data.

What we collect from the merchant

• The shop’s myshopify.com domain and a Shopify access token, to operate the app.
• The merchant’s Customer.io write key and region, entered in the app’s admin settings and used to authenticate event delivery to their workspace.

These are stored in our database (Supabase), encrypted at rest and accessible only via a server-side service-role credential.

What buyers’ browsers send

When the merchant enables the storefront tracker, Customer.io’s analytics.js — served by Customer.io’s CDN — runs in the buyer’s browser and sends page views and identify events directly to the merchant’s Customer.io workspace. This data does not pass through our servers.

How we use the data

Solely to deliver Shopify events to the merchant’s own Customer.io workspace so the merchant can run their own lifecycle marketing and automations. We do not profile buyers, make automated decisions about them, or share data with any third party other than the merchant’s own Customer.io endpoint.

Retention

• Buyer data: not retained, forwarded in transit only.
• Merchant configuration (shop domain, access token, Customer.io write key): retained while the app is installed and deleted following uninstallation and the mandatory shop/redact and customers/redact webhooks.

Sub-processors, data location and certifications

This app’s sub-processors, distinct from the general list in section 7:

The merchant’s destination (Customer.io) maintains ISO 27001, SOC 2 Type II and HIPAA certifications and an annual external penetration test. The app backend and its configuration store run on Google Cloud Run and Supabase, both independently certified. The app itself stores no buyer data, as set out under Retention. These certifications belong to the providers named, not to GoHyppo LLC or Voxtur Ltd.

If the merchant operates in or serves the EEA or the UK, they should ensure appropriate transfer mechanisms are in place for any data leaving that region.

Buyer data rights

We honour Shopify’s mandatory compliance webhooks (customers/data_request, customers/redact, shop/redact). Because we do not store buyer personal data, data subject access and erasure requests are fulfilled by the merchant within their own Shopify admin and Customer.io workspace.

14. Annex B — Customer.io Tracker for Tiendanube

App: Customer.io Tracker (Tiendanube) · Contact: it@hyppo.io

Overview

The app connects the merchant’s Tiendanube store to the merchant’s own Customer.io workspace, to which it forwards purchase events. The merchant authorizes the app via OAuth and enters their Customer.io write key in the embedded admin panel. As with the Shopify app, the merchant is the data controller and we act as a conduit and processor.

The app is server-side only. Since 27 July 2026 it injects no storefront script and performs no browsing analytics: it does not record page views, product views, cart activity or checkout behaviour.

Which events it sends

• order/created, order/paid, order/fulfilled and order/cancelled, delivered to Customer.io as order_created, order_paid, order_fulfilled and order_cancelled.
• The creation of a new customer in the store.

Each person is identified by their email address, which is the identifier used to create or update the profile in Customer.io.

What data is transmitted

On receiving the webhook, the app fetches the order from the Tiendanube API and forwards it exactly as Tiendanube returns it, without renaming or deriving fields, together with the customer data associated with the order. Depending on what the store collected, this may include name, email address, phone number and billing and shipping addresses, in addition to the order details. Unlike Shopify, Tiendanube does not redact phone or address, so those fields are transmitted to the merchant’s workspace.

We do not retain that data. It is held in memory for the duration of the request, only as long as needed to forward it. Application logs record the event, the store identifier, the order identifier and the delivery outcome.

What we collect from the merchant

• The store identifier, the Tiendanube access token and the scope of permissions granted.
• The Customer.io write key, the region (US or EU) and, if configured, a custom domain.

These are stored in our database (Supabase, East US region), encrypted at rest and accessible only from the server.

Retention and removal

• Buyer data: not retained, forwarded in transit only.
• Merchant configuration: retained while the app is installed. We honour the store data redaction webhook required by Tiendanube, and uninstalling the app deletes the credentials and configuration.

Sub-processors

Google Cloud Run (backend, US region), Supabase (merchant configuration, US region) and Customer.io (the merchant’s destination workspace). The app runs in GoHyppo’s Google Cloud project.

Buyer data rights

Because we do not store buyer personal data, access, rectification and erasure requests are fulfilled by the merchant from their Tiendanube admin and their Customer.io workspace.

15. Changes to this Policy

We may change this Policy at any time. The current version, with its last-updated date, is published on this page. Where a change is material and affects your rights, we will notify you through the dashboard or by email with reasonable advance notice. Use of the Services after the effective date constitutes acceptance of the updated version.

16. Contact

GoHyppo LLC · Miami-Dade County, Florida, United States
Voxtur Ltd · Reg. 0014565 · Suite 5, Horsford’s Business Centre, Long Point Road, Charlestown, Nevis KN0801
Privacy, rights requests and complaints: it@hyppo.io
Commercial and product enquiries: hello@hyppo.io