Privacy Policy
Last updated 23 August 2026
1. What this policy covers
Cozee is a sole proprietorship registered with Suruhanjaya Syarikat Malaysia (SSM). This Privacy Policy explains what personal data we collect when you use our AI receptionist service, and how we use it. It covers both your own account data as the business owner, and the WhatsApp conversation data of customers who message your business through Cozee. Cozee handles personal data in accordance with applicable data protection and privacy laws.
2. Information we collect from you
Your account email and password (handled by our authentication provider), your business profile (name, category, hours, address), your knowledge base content (services, policies, FAQs), and your own WhatsApp number if you set one up to receive booking notifications.
3. Information from your customers
When a customer messages your business's WhatsApp number, Cozee stores the conversation (their messages and our replies) and any booking details they share — such as name, contact number, and what they're requesting — so you can see and act on it in your dashboard. Cozee processes this conversation data on behalf of the business using Cozee, in order to provide the Service, respond to enquiries, process bookings, and carry out the actions the business or its customer has requested.
4. Your responsibility as a business
If you use Cozee to communicate with your own customers, you're responsible for providing them with appropriate privacy notices and obtaining any consent, or otherwise establishing a lawful basis, required to process their personal data under the laws that apply to your business. Where applicable, Cozee processes your customers' conversation data according to your instructions as the business using the Service.
5. Legal basis for processing
We process your account data to provide the Service you signed up for, your customers' conversation data on your instructions and to operate the Service on your behalf, and billing data to meet our own financial record-keeping obligations. Where consent is the applicable basis for a particular use — for example, marketing communications — you can withdraw it at any time by contacting us.
6. How we use AI providers
Cozee sends conversation content to a third-party AI provider (currently DeepSeek) to generate automated replies. This means conversation data may be processed by DeepSeek and other third-party service providers required to operate Cozee, as described in Section 9 (Data sharing). We constrain the AI to only discuss information you've provided in your own knowledge base.
7. AI-generated responses
Cozee uses artificial intelligence to generate automated responses to customer messages. These responses may occasionally be inaccurate or incomplete. Businesses using Cozee are responsible for configuring their knowledge base and instructions appropriately, and Cozee should not be relied on as a substitute for professional, medical, legal, or safety-critical advice.
8. Payment information
Billing is handled by Stripe. Cozee never sees or stores your card details — Stripe processes payments directly and we only receive confirmation of your subscription status.
9. Data sharing
We don't sell your data or your customers' data. We share information only with the service providers necessary to operate Cozee — including Supabase (database and authentication), Twilio (WhatsApp delivery), DeepSeek (AI replies), and Stripe (billing) — each of which is bound by its own data protection terms.
10. International data transfers
Cozee and the service providers listed in Section 9 may process or store personal data in countries other than the one where you or your customers are located. Where this happens, we take reasonable steps to ensure the data continues to receive an appropriate level of protection and that any transfer complies with applicable data protection laws.
11. Data retention
We retain personal data only for as long as reasonably necessary to provide the Service, maintain your account, comply with our legal obligations, resolve disputes, enforce our agreements, and protect our legitimate business interests. After you close your account, we delete or anonymise your data within a reasonable period, unless we're required or permitted to retain it for longer — for example, for legal, security, accounting, or other legitimate purposes.
12. Your rights
You can review and update parts of your business data — including your business profile and knowledge base — directly from your dashboard at any time. For anything else, including a copy of the personal data we hold about you, correction of other records, or deletion of your account, contact us at hey.cozee.online@gmail.com and we'll assist you, subject to the retention obligations described in Section 11.
13. Your customers' data rights
Individuals who message a business using Cozee may have rights under the privacy laws that apply to them, such as the right to access or request correction of their personal data. Requests relating to a business's customer data should generally be directed to that business, since they collected the data and are best placed to handle it — Cozee will assist the business where appropriate.
14. Data security
We use reasonable technical and organisational measures — including encrypted connections and access controls that restrict data to the account it belongs to — to help protect personal data against unauthorised access, loss, misuse, or disclosure. No method of transmission or storage over the internet is completely secure, and we can't guarantee absolute security.
15. Data breach notification
If a data breach occurs that's likely to result in harm to affected individuals, we will assess, contain, investigate, and remediate the breach, and notify affected individuals or the relevant authorities where required by applicable law.
16. Children's data
Cozee is intended for use by businesses and their adult representatives, and is not directed at children. Businesses using Cozee remain responsible for complying with any applicable requirements concerning the personal data of children who may contact them.
17. Changes to this policy
If we make material changes to this Privacy Policy, we'll notify account owners by email or in the dashboard before they take effect.
18. Contact
Questions about this policy, or requests to exercise your data protection rights? Reach us at hey.cozee.online@gmail.com.