Legal
Privacy Policy
Last updated 22 September 2026
We read support inboxes for a living, so we owe you a straight account of what we hold, where it sits and who can reach it. This is that account.
01 — Who we are
Lapse builds a support agent that drafts replies inside your inbox. For this website we decide what is collected and why. For everything inside a connected inbox we act on your instructions, and you remain the one answerable to your customers.
02 — What this policy covers
The website, an account on Lapse, and the data we handle while the agent runs. Where we have signed a data processing agreement with you, that agreement wins wherever the two disagree.
03 — What we collect
Account and contact details, billing records, the content of the inboxes and help centre articles you connect, the drafts the agent produces and what your team did with them, product usage and error logs, and basic site analytics.
04 — How we use it
To run the service, to draft and sort conversations, to keep an audit trail of what the agent did, to bill you, to answer support requests, and to find and fix faults.
05 — Legal bases
Performing our contract with you, our legitimate interest in keeping the service secure and working, your consent for optional cookies, and compliance where the law requires us to keep something.
06 — Training on your replies
Tone training uses the replies your team signed, and it stays inside your workspace. We do not use one customer’s conversations to improve another customer’s agent, and we do not hand your content to a model provider for their training.
07 — Who we share it with
A short list of sub-processors: infrastructure hosting, the model provider that runs inference, and the tools we use to bill and to support you. Each is under contract and bound to the same standard. The current list is available on request.
08 — Where your data lives
Hosting is in the region attached to your workspace. Enterprise plans can pin processing to the EU or the US. Support access may come from outside that region under the safeguards in our processing agreement.
09 — How long we keep it
For as long as your account is open, and then for the retention window you set. Enterprise plans can shorten it. Billing records are kept for the period tax law requires, regardless of the rest.
10 — Security
Encryption in transit and at rest, access on a least-privilege basis, and an audit log of what the agent and your team did. Enterprise plans add single sign-on and retention controls.
11 — Your rights
You can ask for a copy of what we hold, correct it, delete it, take it elsewhere, or object to a use. Write to hello@lapse.com and we will answer inside a month. You can also complain to your data protection authority.
12 — If you wrote to a company that uses Lapse
Your message sits in their inbox and they decide what happens to it. Contact them first. If you contact us we will pass the request to them and help them answer it.
13 — Cookies and analytics
The site uses what it needs to work, plus analytics that tell us which pages get read. Optional cookies wait for your consent and you can withdraw it at any time.
14 — Children
The service is sold to companies and is not meant for anyone under sixteen.
15 — Changes to this policy
If we change something that matters we will say so on this page and, where it affects your account, by email.
16 — Contacting us
Write to hello@lapse.com. PLACEHOLDER — add the registered company name, postal address and, if one is required, the data protection officer or EU representative before publishing.
Answer our customers while they are still at the keyboard
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