Privacy Policy

1. Introduction

BlueHive Health, LLC ("BlueHive Health," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use the Pollenate feedback platform and related services (collectively, the "Service").

Please read this Privacy Policy carefully. By using the Service, you consent to the collection and use of your information as described in this Privacy Policy. If you do not agree with our policies and practices, please do not use the Service.

2. Information We Collect

2.1 Information You Provide

We collect information you voluntarily provide, including:

• Account Information: Email address, display name, and organization name when you create an account
• Profile Information: Optional profile details you choose to add
• Payment Information: Billing details processed securely by our payment processor (we do not store credit card numbers)
• Communications: Information you provide when contacting our support team
• Feedback Configuration: Settings for your inboxes, widgets, and integrations

2.2 Information Collected Automatically

When you use the Service, we automatically collect:

• Usage Data: Pages visited, features used, and actions taken within the Service
• Device Information: Browser type, operating system, device type, and IP address
• Log Data: Access times, error logs, and referring URLs
• Cookies: Session identifiers and preferences (see Section 7)

2.3 Feedback Data

As a feedback platform, we process data submitted by your end users through the widgets you deploy. This may include:

• Ratings and scores (thumbs, stars, NPS, CSAT, emoji)
• Text comments and feedback
• Page URLs where feedback was submitted
• Timestamp of submission
• Any custom context data you configure to collect

Important: You are the data controller for feedback collected from your users. You are responsible for providing appropriate privacy notices to your users and obtaining any necessary consents.

3. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve the Service
• Process transactions and send related information
• Send administrative messages, updates, and security alerts
• Respond to your comments, questions, and support requests
• Analyze usage patterns to improve user experience
• Detect, prevent, and address technical issues and security threats
• Comply with legal obligations
• Enforce our Terms of Service

We do not use feedback data collected through your widgets for any purpose other than providing the Service to you.

4. Information Sharing and Disclosure

We do not sell your personal information. We may share your information only in the following circumstances:

4.1 Service Providers

We share information with third-party service providers who perform services on our behalf:

• Cloudflare: Hosting, CDN, and security services
• Mailgun: Email delivery for authentication codes
• OpenAI: AI-powered semantic search features (when enabled)
• Payment Processors: Secure payment processing

These providers are bound by contractual obligations to keep your information confidential and use it only for the purposes for which we disclose it to them.

4.2 Legal Requirements

We may disclose your information if required to do so by law or in response to valid requests by public authorities (e.g., court order, subpoena, government request).

4.3 Business Transfers

If BlueHive Health is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any change in ownership or uses of your information.

4.4 With Your Consent

We may share your information with third parties when you give us explicit consent to do so.

5. Data Security

We implement appropriate technical and organizational measures to protect your information:

• Encryption: All data is encrypted in transit (TLS 1.3) and at rest
• Access Controls: Strict access controls and authentication requirements
• Infrastructure: Hosted on Cloudflare's secure global network
• Monitoring: Continuous security monitoring and logging
• Backups: Regular encrypted backups with secure storage

While we strive to protect your information, no method of transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security.

6. Data Retention

We retain your information for as long as necessary to provide the Service and fulfill the purposes described in this Privacy Policy:

• Account Data: Retained while your account is active
• Feedback Data: Retained according to your plan's data retention settings
• Usage Logs: Retained for up to 90 days for security and analytics
• Backup Data: Retained for up to 30 days after deletion

Upon account deletion, we will delete or anonymize your data within 30 days, except where we are required by law to retain certain information.

7. Cookies and Tracking

We use the following types of cookies:

• Essential Cookies: Required for the Service to function (authentication, security)
• Preference Cookies: Remember your settings and preferences
• Analytics Cookies: Help us understand how you use the Service (optional)

You can control cookies through your browser settings. Note that disabling essential cookies may prevent you from using certain features of the Service.

8. Your Rights and Choices

Depending on your location, you may have the following rights:

To exercise these rights, please contact us at privacy@pollenate.dev. We will respond to your request within 30 days.

9. International Data Transfers

Your information may be transferred to and processed in countries other than your own. Our primary infrastructure is located in the United States and Cloudflare's global network.

When we transfer data from the European Economic Area (EEA) or United Kingdom, we rely on Standard Contractual Clauses approved by the European Commission and other appropriate safeguards to ensure adequate protection of your data.

10. Healthcare Data (HIPAA)

If you are a covered entity or business associate under HIPAA and wish to use Pollenate to collect Protected Health Information (PHI), please contact us to execute a Business Associate Agreement (BAA) before using the Service for such purposes.

Enterprise plans include HIPAA-compliant features such as enhanced encryption, audit logging, and BAA availability.

11. Children's Privacy

The Service is not intended for individuals under the age of 16. We do not knowingly collect personal information from children under 16. If we become aware that a child under 16 has provided us with personal information, we will take steps to delete such information promptly.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by:

• Posting the updated Privacy Policy on the Service
• Updating the "Last updated" date at the top of this page
• Sending you an email notification (for material changes)

We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

13. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, please contact us:

14. Data Protection Officer

For inquiries related to GDPR compliance, you may contact our Data Protection Officer at dpo@pollenate.dev.