1. Introduction

Bancroft ("we," "our," or "us") operates the bancrofthq.com website and the Bancroft helpdesk platform. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our services.

2. Information We Collect

We collect information that you provide directly to us:

Account information: name, email address, organization name, and password when you create an account.
Support data: tickets, messages, knowledge base content, and customer information that you and your customers submit through the platform.
Payment information: billing details processed securely through our payment provider (Stripe). We do not store credit card numbers.
Usage data: information about how you interact with our services, including pages visited, features used, and device information.

3. How We Use Your Information

To provide, maintain, and improve our services
To process transactions and send related information
To send you technical notices, updates, and support messages
To respond to your comments, questions, and customer service requests
To monitor and analyze trends, usage, and activities
To detect, investigate, and prevent fraudulent transactions and abuse

4. AI Features and Your Data

Bancroft offers AI-powered features including suggested replies, ticket routing, and auto-categorization. Here's how your data is handled:

BYOK (Bring Your Own Key): When you provide your own AI API key, your data is sent directly to your chosen AI provider (e.g., OpenAI, Anthropic) under their privacy policies. Bancroft does not store or access these API interactions.
Managed AI: When using Bancroft's managed AI (Pro plan and above), we process your support data through our AI infrastructure. This data is used solely to generate responses for your helpdesk and is not used to train AI models.

5. Data Sharing

We do not sell your personal information. We may share information with third-party service providers who perform services on our behalf (hosting, payment processing, analytics), but only as necessary to provide our services. We may also disclose information if required by law or to protect our rights.

6. Data Security

We implement appropriate technical and organizational measures to protect your data, including encryption in transit (TLS) and at rest, regular security audits, and access controls. However, no method of transmission over the Internet is 100% secure.

7. Data Retention

We retain your account data for as long as your account is active. Support ticket data is retained according to your organization's settings. When you delete your account, we remove your data within 30 days, except where retention is required by law.

8. Your Rights

You have the right to:

Access the personal data we hold about you
Request correction of inaccurate data
Request deletion of your data
Export your data in a portable format
Withdraw consent where applicable

To exercise these rights, contact us at privacy@bancrofthq.com.

9. Cookies

We use essential cookies to maintain your session and preferences. We use analytics cookies to understand how our site is used. You can control cookie preferences through your browser settings.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "last updated" date.

11. Contact Us

If you have questions about this Privacy Policy, please contact us at privacy@bancrofthq.com.