Privacy policy

AskBase is run by Rocket Gems Ltd, a company registered in England and Wales (company number 11469790), at Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom. In this policy, “we” and “us” means Rocket Gems Ltd.

It covers askbase.com, the AskBase dashboard and apps, the help centres and chat we host for our customers, and our API. For anything here, email support@askbase.com.

There are two kinds of personal data in AskBase, and our role differs for each.

• Your account. Your name, email address and how you use AskBase. We decide what happens to this data, so we’re its controller.
• Your customers’ data. The questions people ask your help centre’s chat, the emails they send your support address, and anything else about them that you put into AskBase. We process it only to run AskBase for you and on your instructions, so you’re its controller and we’re your processor. Our terms include the data processing terms that apply.

If you’re a customer of a business that uses AskBase and want to see, correct or delete what they hold about you, ask that business first. We’ll help them answer you.

From you, when you use AskBase

• Account details: your name, email address and a hashed password, and the workspaces and team you belong to.
• What you put in: articles, files and images, sources you import (a website, an existing help centre or documents), saved replies, notes and settings.
• Email you connect: messages that arrive at your support address once you forward it to AskBase, with their attachments, and the replies your team sends.
• If you connect your product for screenshots: its address and the sign-in for a test account you give us, which we store encrypted.
• Plan details: which plan you're on and when you asked to change it.
• Usage and technical data: the pages and features you use, your IP address, browser and device, and logs that keep the service running and secure.
• If you turn on notifications: a push address for your browser or the AskBase iPhone app.

On your behalf, from your customers

• Chat conversations with your help centre's AI, and the email address of anyone who asks to hear back from your team.
• Emails to your support address: the sender's name and address, the message and its attachments.
• A salted, one-way hash of a visitor's IP address and browser, used to count visitors and to stop abuse. We don't store the IP address itself for this.

From visitors to askbase.com

We count visits with Plausible Analytics, which uses no cookies and doesn’t identify you. If you chat with us on our site, we keep that conversation like any other support conversation.

• To run AskBase: publish your help centre, answer your customers, deliver and receive email, and show your team its inbox. (Legal basis: our contract with you.)
• To keep it secure and working: preventing spam and abuse, rate limits, fixing problems. (Legitimate interests.)
• To support you and tell you about your account, such as a reply to your question or a change to these policies. (Contract and legitimate interests.)
• To understand how askbase.com is used, in aggregate, so we can improve it. (Legitimate interests.)
• To meet legal obligations, such as tax records or a lawful request. (Legal obligation.)

We don’t sell personal data, and we don’t use it for advertising. We don’t look at your workspace’s content unless you ask us to help with something, or we need to for security or the law.

AskBase uses AI models from outside providers (listed below) to answer questions from your articles, draft replies and articles, suggest updates from your team’s replies, translate, read the text in images customers send, and spot email that isn’t meant for you. To do that, we send the provider the text the task needs, such as a customer’s question and the articles that might answer it.

We don’t use your content, or your customers’ conversations, to train AI models. Suggested changes to your help centre wait for a person on your team to approve them; nothing is published on its own.

We use these providers (sub-processors) to run AskBase. Each gets only what its job needs.

askbase.com loads its fonts from Google Fonts, so your browser asks Google for them. We’ll update this list when it changes.

We use only the cookies AskBase needs to work. No advertising or tracking cookies.

The chat on a help centre keeps the current conversation in the visitor’s browser storage, so it’s still there after a reload. The dashboard keeps unsent reply drafts the same way.

• Your account and workspace content: for as long as your account is open.
• When a customer asks you to delete their data, Erase in a conversation removes all of that person's conversations and files from your workspace.
• Deleted articles, sources and saved replies are removed from your workspace when you delete them.
• To close your account, email support@askbase.com from its address. We delete your workspaces and their content within 30 days, apart from what we must keep by law, such as invoices.
• Copies in our backups are removed as those backups are replaced in the normal course.

Traffic is encrypted in transit. Passwords are stored hashed, never as typed. Product sign-ins you give us are encrypted with a key per secret. API keys can be limited to what they need and revoked at any time. Each workspace’s data is kept apart from every other’s, and your team’s roles decide who can see and change what.

No system is perfectly secure. If a breach affects your data, we’ll tell you without undue delay. To report a security problem, email support@askbase.com.

Some of our providers process data outside the UK and the European Economic Area, including in the United States. Where they do, we rely on safeguards the law recognises, such as the UK International Data Transfer Addendum, the EU Standard Contractual Clauses, or the UK–US data bridge and EU–US Data Privacy Framework where a provider is certified.

Under UK and EU data protection law you can ask to see the personal data we hold about you, correct it, delete it, limit how we use it, object to how we use it, or have a copy to take elsewhere. Where we rely on your consent, you can withdraw it at any time.

If you live in California, you can ask what personal information we collect and how we use it, and ask us to correct or delete it. We don’t sell or share personal information for cross-context behavioural advertising, and we won’t treat you differently for using these rights.

Email support@askbase.com and we’ll answer within a month. If you’re unhappy with how we’ve handled your data, you can complain to the Information Commissioner’s Office (ico.org.uk) in the UK, or your local data protection authority.

When we change this policy, we’ll update the date at the top. If a change matters, such as a new kind of provider, we’ll tell account owners by email before it applies.

Rocket Gems Ltd, Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom. Email support@askbase.com.