Your privacy and data security are our top priorities. Learn how we protect and handle your dealership and customer information.
1.1 Dealership: Refers to our direct customers—car dealerships, automotive retailers, or other legal entities that register for and use a Masna account and AI assistant services.
1.2 Customer: Refers to the end users or car buyers who interact with Dealerships via Masna. Customers interact with Dealerships through our AI assistant, but do not have a direct account or relationship with Masna.
1.3 Interpretation: Throughout this Privacy Policy, "you" or "your" refers to Dealerships as our direct customers. Customers (car buyers/end users) are not considered direct customers of Masna and should contact the Dealership for any privacy or data access requests.
Masna ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI car dealership assistant platform and services. By using Masna, Dealerships agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, please do not use our services. Masna is responsible for the personal information we hold or control, including information that may be processed by third-party service providers on our behalf.
We collect minimal information necessary to provide our AI dealership assistant services to Dealerships:
3.2 Account Registration (Dealerships): For account creation, we collect the dealership name, primary contact name, email address, and phone number. We also collect dealership location and business information to personalize the AI assistant's responses. No sensitive financial information is stored beyond what's required for billing.
3.3 Conversation Data: We store conversation transcripts between the AI assistant and customers for quality improvement, lead tracking, and service optimization. Customer contact information (phone numbers, emails) is encrypted before storage. We do not store payment card information or sensitive financial data of end customers.
3.4 Website Integration Data: Our chat widget integrates with your dealership website. We collect visitor interaction data, chat logs, and engagement metrics to improve AI responses and lead qualification. We do not access your inventory management system or internal dealership databases without explicit permission.
3.5 Technical Logs & Analytics: We collect technical logs, usage patterns, and performance metrics for troubleshooting, security monitoring, and service improvement purposes.
We clearly identify the specific purposes for which we collect personal information from Dealerships and Customers:
4.2 Dealerships: Masna collects personal information from Dealerships, including business name, contact person details, email address, phone number, and dealership location. This information is used solely to register the Dealership, configure the AI assistant, manage lead routing, and ensure proper delivery of services to their Customers.
4.3 Customers (Car Buyers/End Users): When Customers interact with Dealerships through Masna's AI assistant, their contact information (name, phone, email) and conversation data are collected to facilitate customer engagement, lead qualification, and test drive scheduling. Customer information is processed by AI to determine buying intent, vehicle preferences, and optimal conversation flow. This data is used exclusively for managing customer interactions and supporting the Dealership's sales process, and it is not used for unrelated purposes without explicit consent.
We obtain your consent before collecting, using, or disclosing your personal information, except where permitted or required by law.
5.2 Express Consent (Dealerships): By creating an account and using Masna services, Dealerships provide express consent for us to collect and use their business and contact information as described in this Privacy Policy. For any new purposes not covered in this policy, we will seek additional consent from the Dealership.
5.3 Customer Consent Responsibility: Dealerships are responsible for obtaining appropriate consent from their Customers before using our AI assistant to engage with them. Masna does not directly obtain consent from Customers—this responsibility lies with the Dealership in accordance with applicable privacy and consumer protection regulations.
5.4 Withdrawal of Consent: Dealerships may withdraw consent at any time by discontinuing use of our services and requesting account deletion. However, please note that withdrawal of consent may limit or prevent our ability to provide services.
5.5 Implied Consent: In some cases, we may rely on implied consent where the purpose for collection is obvious and the Dealership voluntarily provides the information (such as providing an email address to receive service updates or analytics reports).
We use the collected information for the following purposes:
6.2 AI Customer Engagement: We use conversation data to train and improve our AI assistant's ability to engage with customers, answer questions about vehicles, qualify leads, and schedule test drives. Our AI processes natural language to provide accurate and helpful responses.
6.3 Lead Management and Analytics: We provide detailed analytics in your dashboard showing conversation metrics, lead quality scores, conversion rates, and customer engagement patterns. This helps Dealerships understand customer behavior and optimize their sales process.
6.4 Service Optimization: We analyze usage patterns and AI performance to continuously improve response accuracy, conversation flow, and lead qualification algorithms. This ensures the AI assistant becomes more effective over time.
6.5 Integration Services: We use your dealership information to integrate with your CRM, inventory systems, and calendar tools for seamless lead routing and appointment scheduling.
We use Hotjar to collect anonymized analytics and user experience data from dealership dashboard users. This helps us understand how Dealerships interact with our platform and improve the user interface. Hotjar may collect information such as device type, browser, general usage patterns, and click behavior, but does not collect personally identifiable customer information or conversation content. You can learn more about Hotjar's privacy practices at hotjar.com/legal/policies/privacy/.
We prioritize the security of your payment information through industry-leading practices:
8.2 Payment Processing: All payment card information and billing details are securely stored by Stripe, our payment processor, not on our servers. We do not have access to or store your complete credit card information.
8.3 Subscription Billing: Dealerships store their payment cards with Stripe, and we charge based on your selected subscription plan (monthly or annual). We provide detailed invoices for all charges through your dashboard.
8.4 Payment Security: Stripe maintains PCI DSS compliance and industry-standard security measures to protect your payment information. We never see or store your full payment card details. All payment transactions are encrypted end-to-end.
We implement comprehensive security measures to protect your information:
9.2 Secure Infrastructure: All data is stored on secure cloud servers with industry-standard security protocols, end-to-end encryption, multi-factor authentication, and strict access controls.
9.3 Data Encryption: Customer contact information (phone numbers, emails) is encrypted at rest and in transit. Conversation transcripts are stored securely with role-based access control, ensuring only authorized dealership personnel can access their customer data.
9.4 Limited Data Collection: We only collect information necessary for AI assistant functionality, lead management, and service delivery. We do not collect or store unnecessary personal information about customers beyond what's needed for conversation and lead tracking.
9.5 Website Integration Security: Our chat widget uses secure HTTPS connections and does not access sensitive dealership systems or databases without explicit authorization and secure API integration.
Dealerships maintain full control over their account and data:
10.2 Account Management: Dealerships can update their information, configure AI settings, and manage integrations at any time through their dashboard.
10.3 Data Access and Export: Dealerships can access all conversation logs, lead data, analytics, and account information through their dashboard. We provide data export functionality for downloading conversation transcripts and lead information in standard formats (CSV, JSON).
10.4 Account Deletion: Dealerships can deactivate their account and request complete data deletion at any time. Upon request, we will securely delete all dealership information and customer conversation data in accordance with our data retention policies and legal requirements. Some data may be retained for legal compliance purposes.
10.5 AI Control: Dealerships have complete control over AI assistant configuration, including conversation flows, response templates, lead qualification criteria, and escalation rules.
10.6 Data Subject Rights: Under applicable privacy laws (GDPR, CCPA, PIPEDA), Dealerships have the right to access, correct, delete, or export their business information. Customers (car buyers/end users) must contact the Dealership directly for any data access, correction, or deletion requests, as the Dealership is the data controller for customer information collected through Masna.
Dealerships have the right to request access to the personal information we hold about them. Upon receiving a written request, we will provide access to the requested information, except in limited circumstances where disclosure is restricted by law, such as information protected for legal, security, or confidential business reasons. Customers (car buyers/end users) do not have direct access to their personal information through Masna; their data is managed by their respective Dealership, and all data access requests should be directed to the Dealership.
We rely on Dealerships to provide accurate and up-to-date information. Dealerships can update their business information, contact details, and configuration settings at any time through their dashboard. Customer information is provided through chat interactions and integrated systems. Any corrections or updates to customer information must be made by the Dealership through their own CRM or directly in the Masna dashboard. We use the information as provided solely for the purposes defined by the Dealership's AI assistant configuration.
We work with trusted partners to deliver our AI assistant services:
13.2 AI & Natural Language Processing: We use Claude (Anthropic) and OpenAI's GPT models to power our conversational AI. These providers process conversation text to generate intelligent responses. They are bound by strict confidentiality agreements and do not use your data to train their models.
13.3 Payment Processing: Stripe handles all payment processing and stores your payment information. Stripe is PCI DSS certified and maintains the highest security standards for financial data.
13.4 Cloud Infrastructure: We use enterprise-grade cloud hosting providers (AWS, Google Cloud) that maintain SOC 2 Type II compliance and provide robust security, encryption, and data protection measures.
13.5 Analytics & Monitoring: We use Hotjar for user experience analytics and various monitoring tools to ensure service reliability and performance. These providers only access aggregated, anonymized data.
We maintain strict limitations on data sharing:
14.2 No Customer Data Sharing: Customer conversation data and contact information belongs to the Dealership. We do not share, sell, or disclose this information to any third parties except as required to provide our services (AI processing, hosting) or as required by law.
14.3 Service Providers Only: We only share necessary technical information with our AI, payment processing, and hosting partners to deliver our services. All service providers are bound by confidentiality agreements and prohibited from using your data for any other purpose.
14.4 Aggregated Analytics: We may use aggregated, anonymized data (with all identifying information removed) for industry research, service improvement, and marketing purposes. This data cannot be traced back to any specific Dealership or Customer.
14.5 Legal Requirements: We may disclose information only when required by law, court order, government regulation, or when necessary to protect our rights, prevent fraud, or ensure user safety.
14.6 No Marketing or Sales: We do not sell, trade, rent, or share your information or your customers' information for marketing purposes or with any unauthorized third parties.
Dealerships have full control over their AI assistant configuration and behavior. You can customize conversation flows, set up automated responses, define lead qualification criteria, configure integration with your CRM and inventory systems, and set business hours and escalation rules. The AI assistant operates according to your instructions and only engages with customers through your designated channels (website chat widget, messaging platforms). You can pause or disable the AI assistant at any time through your dashboard.
We retain Dealership information and conversation data only for as long as necessary to provide services, comply with legal obligations, resolve disputes, and enforce our agreements. Conversation transcripts and lead data are typically retained for 24 months to support analytics and AI improvement, unless you request earlier deletion. Payment and billing information is retained for 7 years to comply with accounting and tax regulations. When information is no longer needed, we securely delete or anonymize it in accordance with our data retention policies. You can request early deletion of specific conversation data or your entire account at any time.
Our services may involve the transfer of information to countries other than your own, particularly for AI processing and cloud hosting. When we transfer personal information internationally, we ensure appropriate safeguards are in place to protect your information in accordance with GDPR, CCPA, and other applicable data protection laws. We use standard contractual clauses, data processing agreements, and select service providers with appropriate certifications (Privacy Shield, SOC 2, ISO 27001) to ensure data protection across borders.
Our services are intended for businesses (car dealerships) and adult consumers (car buyers). We do not knowingly collect personal information from individuals under the age of 16. Car purchase conversations should only involve adults. If we become aware that we have inadvertently collected information from a minor, we will take steps to delete such information promptly. Dealerships are responsible for ensuring their customers are of appropriate age to engage in vehicle purchase discussions.
In the event of a merger, acquisition, reorganization, or sale of all or a portion of our assets, your information may be transferred as part of that transaction. We will notify Dealerships via email at least 30 days before any such change in ownership or control of personal information. You will have the opportunity to delete your account and data before the transfer takes effect. The acquiring entity will be required to honor the commitments made in this Privacy Policy.
We may update this Privacy Policy from time to time to reflect changes in our practices, services, or applicable laws. When we make material changes, we will notify Dealerships by email at least 30 days before the changes take effect and display a prominent notice in the dashboard. We encourage you to review this policy periodically to stay informed about how we are protecting your information. The "Last Updated" date at the top of this policy indicates when it was last revised. Your continued use of Masna after changes take effect constitutes acceptance of the updated policy.
Masna is committed to protecting the privacy of our employees and maintaining confidentiality of employment-related information.
21.2 Employee Information Collection: We collect personal information from employees that is necessary for employment purposes, including contact information, identification documents, tax forms, payroll details, performance evaluations, and other employment-related records.
21.3 Purpose and Use: Employee personal information is used solely for legitimate business purposes including payroll processing, benefits administration, performance management, professional development, compliance with employment and tax laws, and internal communication.
21.4 Employee Rights: Our employees have the right to access their personal information, request corrections, and understand how their information is being used. Employees can contact HR or management to exercise these rights.
21.5 Data Security: Employee information is stored securely with appropriate access controls, encryption, and is only accessible to authorized personnel who require it for legitimate business purposes. We maintain the same high security standards for employee data as we do for customer information. Employee data is retained according to legal requirements and deleted securely when no longer needed.
If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact our Data Protection Officer at privacy@masna.ai. We are committed to addressing your privacy concerns promptly, and most inquiries receive a response within 24 hours.
For general inquiries including support requests, billing issues, technical questions, or any other matters, please contact us at support@masna.ai
You can also visit our website at masna.ai for additional resources, documentation, and information about our AI assistant services and privacy practices.
If you are not satisfied with our response to your privacy inquiry or complaint, you have the right to contact the relevant data protection authority in your jurisdiction:
We investigate all complaints we receive about our personal information handling policies and practices thoroughly and impartially. We will acknowledge receipt of your complaint within 48 hours and provide a substantive response within 30 days.
If a complaint is substantiated, we will take immediate corrective action, modify our practices as necessary, and implement measures to prevent similar issues from occurring in the future.
All content, technology, AI models, algorithms, software, and intellectual property associated with Masna are owned by us and protected by copyright, trademark, patent, and other applicable intellectual property laws. You are granted a limited, non-exclusive, non-transferable license to use our AI assistant services in accordance with this Privacy Policy and our Terms of Service.
Data Ownership: You retain all ownership rights to your dealership information and customer conversation data. We do not claim ownership of any data you upload or generate through our service. We only use your data as necessary to provide and improve our AI assistant services as described in this policy.
24.1 AI Training and Improvement: We use conversation data to improve our AI assistant's performance, but we do this with strict privacy protections. All training data is anonymized and aggregated before being used for model improvement. We never use identifiable customer information to train AI models.
24.2 AI Decision Making: Our AI assistant makes automated decisions regarding lead qualification, conversation routing, and response generation. Dealerships can review and override any AI decisions through their dashboard. We provide transparency into how the AI reaches its conclusions.
24.3 Human Oversight: While our AI operates autonomously for most conversations, Dealerships can configure escalation rules to ensure complex or sensitive situations are handled by human staff. We recommend periodic review of AI conversations to ensure quality and appropriateness.
24.4 AI Limitations: Our AI assistant may occasionally make errors or provide inaccurate information. Dealerships are responsible for ensuring the accuracy of information provided through the AI and should configure appropriate disclaimers and human oversight as needed.
At Masna, we believe that privacy is a fundamental right. We're committed to transparency, security, and giving you complete control over your data. This Privacy Policy reflects our ongoing commitment to protecting your information while delivering exceptional AI-powered customer engagement services.
Questions? We're here to help. Contact us at privacy@masna.ai