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Privacy Policy
What personal data Pong Chat handles, why, who helps us, and what your rights are.
Last updated 13 November 2026
Who we are
Pong Chat (“Pong”, “we”, “us”) is run by METATAG OÜ, registry code 16276419, VAT number EE102393738, Lõõtsa tn 8, 11415 Tallinn, Estonia. Email: info@metatag.ee.
Two roles
- Controller for the data of our customers: accounts, workspaces, billing, support conversations with us and visits to pong.ee.
- Processor for the data our customers collect with Pong about the visitors of their websites: chats, files, calls and visitor details. The website owner is the controller for that data and decides how it is used. If you chatted with a website that uses Pong, please contact that website first; we pass on requests we receive.
Data we control
- Account: name, email, password (stored only as a hash), profile picture, role and workspace settings. If you sign in with Google or Apple, we receive your name and email from them.
- Billing: billing name and address, VAT ID, plan, invoices and payment status. Card details are handled by Stripe; we never see the full card number.
- Technical data: IP address, browser and device, sign-in times and usage counters, used to run and secure the service.
- Talking to us: what you write in our chat on pong.ee or by email.
- Our website: pong.ee uses DataFast for privacy-friendly analytics of visits, and our own Pong chat widget.
We use this data to provide the service (contract), to bill you and keep accounting records (legal obligation), to keep the service secure and prevent abuse, and to understand how our website is used (legitimate interests). We email you about your account, billing and important changes. We don’t sell personal data and don’t show ads.
Data we process for our customers
Depending on the features a customer uses, Pong processes about their website visitors:
- messages, files and email conversations, and the name, email and phone a visitor gives;
- approximate location from the IP address, VPN or proxy detection, browser and device;
- pages visited, referrer and UTM tags, page snapshots (with form fields blanked out);
- video and voice calls, and their recordings and transcripts when the customer turns recording on;
- data the customer passes to Pong through its JavaScript API, verified identity or REST API.
As processor we process this data only on the customer’s instructions and to provide the service; keep it confidential and secure; use only the sub-processors below; help the customer answer data subject requests; report personal data breaches without undue delay; and delete or return the data when the customer deletes it or the workspace. AI features run on Cloudflare Workers AI. We don’t use chats to train AI models.
Sub-processors
| Provider | What for | Data |
|---|---|---|
| Cloudflare, Inc. | Hosting and compute, file storage (R2), AI models (Workers AI, Vectorize), queues, sending and receiving email, call relay, DNS lookups | All service data |
| Stripe | Payments, invoices, billing portal | Billing data of customers |
| Google LLC | Sign in with Google; map images of a visitor’s approximate location and YouTube video previews in the desk | Agent sign-in data; approximate visitor location; video links |
| Apple Inc. | Sign in with Apple | Agent sign-in data |
| Mapbox, Inc. | Map of live visitors in the desk | Map requests from the agent’s browser |
| vpnapi.io | VPN and proxy detection, IP location | Visitor IP addresses |
| Gravatar (Automattic Inc.) | Public profile pictures | A hash of a visitor’s or agent’s email |
Services a customer chooses to connect — such as mailcheap.ai, DataFast, their own mail server, their own AI model provider or their webhook endpoint — receive data on the customer’s instructions and under the customer’s own agreement with them; they are not our sub-processors. We update this list before adding a sub-processor.
Transfers outside the EEA
Some providers above process data outside the European Economic Area, for example in the United States. Such transfers rely on an adequacy decision, such as the EU–US Data Privacy Framework, or on the EU Standard Contractual Clauses.
How long we keep data
- Account data: while your account exists.
- Billing records and invoices: 7 years, as Estonian accounting law requires.
- Customer data (chats, files, recordings, visitor details): while the workspace exists, unless the customer deletes it sooner. When a workspace is deleted, its data is removed from our systems within 30 days.
Cookies and storage
The desk sets one essential cookie to keep you signed in. The chat widget stores a random visitor ID in a first-party cookie and the browser’s local storage on the customer’s website, so a visitor sees the same conversation when they come back. We use no advertising cookies.
Security
Traffic is encrypted with TLS, passwords are hashed, webhooks are signed, and access to customer data is limited to what is needed to run and support the service.
Your rights
Under the GDPR you can ask for access to your data, correction, deletion, restriction, a portable copy, and object to processing based on legitimate interests. Write to info@metatag.ee. You can also complain to the Estonian Data Protection Inspectorate (aki.ee) or the authority in your country.
Children
Pong is a business tool and is not meant for children under 16.
Changes
We publish changes on this page and email workspace admins about material ones.