Legal

Privacy Policy

Last updated: March 25, 2026

1. Who we are and what this covers

Clad Labs, Inc. (“Clad,” “we,” “us”) provides a multi-tenant B2B customer support platform — an omnichannel inbox, issue tracking, knowledge base, workflow automation, integrations, and AI-assisted features (the “Services”). This policy explains how we handle personal information when you visit our website, communicate with us, or use the Services.

It covers two distinct roles:

A. Website, sales, and business contacts

When you visit our site, request a demo, or interact with us outside a customer workspace, Clad acts as the controller of that information.

B. Customer Data processed through Clad

When an organization uses Clad to manage its support communications, tickets, records, and integrations, Clad acts as a processor (or service provider) on that organization's behalf. The organization determines the purposes of processing and is responsible for the data it submits. If your information sits in a customer's Clad workspace, direct requests about it to that organization first; we assist them where required.

2. Information we collect

A. Information you provide

  • Contact details — name, email, phone, company, title
  • Account registration, workspace setup, and billing information
  • Communications, support requests, and feedback
  • Content you submit to the Services — tickets, messages, notes, workflow settings, knowledge base content, and related records

B. Information from connected integrations

If your organization connects third-party services, we receive data from them per the permissions granted — for example message content, metadata, and identifiers from Slack; email content and thread data from Gmail; event details from Google Calendar; and equivalent data from other integrations a customer enables.

C. Authentication and configuration data

Credentials and session information, encrypted integration tokens, and workspace roles, permissions, and administrative settings.

D. Automatically collected information

IP address, browser and device type, approximate location derived from IP, usage and log data, and diagnostic and performance information. We use cookies and similar technologies to operate the Services, keep users signed in, understand usage, and maintain security; where legally required, we obtain consent before using non-essential cookies.

3. How we use and share information

We use personal information to:

  • Provide, operate, secure, and improve the Services
  • Manage accounts, workspaces, subscriptions, and access
  • Run customer support workflows — routing, summarizing, drafting, and organizing records
  • Respond to inquiries and send service, billing, and security communications
  • Prevent fraud and abuse, comply with law, and enforce our agreements
  • Build aggregated, deidentified analytics that identify no individual or customer

We share personal information only:

  • With service providers and subprocessors that help us operate the Services
  • With integration providers when a customer connects them or directs the exchange
  • Within a customer's workspace per that customer's roles and permissions
  • In connection with a merger, acquisition, financing, or similar transaction
  • Where required by law or reasonably necessary to protect rights, safety, or the Services

We do not sell personal information or share it for cross-context behavioral advertising. Third-party services we link to or integrate with are governed by their own privacy policies.

Where applicable law requires a legal basis, we rely on contract (providing the Services), legitimate interests (operating and securing them), consent (where required, e.g. marketing or non-essential cookies), and legal obligation.

4. AI-assisted features

To provide AI-assisted features such as triage, search, and draft generation, we send relevant prompts and context to third-party AI providers under commercial terms designed for business use.

We do not use Customer Data to train our own general-purpose models.

AI-generated content can be inaccurate or incomplete. Customers are responsible for reviewing AI output before relying on it or sending it to third parties.

5. Your rights and choices

Depending on where you live, you may have the right to access, correct, or delete personal information; object to or restrict certain processing; receive a portable copy; withdraw consent; and lodge a complaint with a regulator. To submit a request, email support@useclad.ai. If we process your information on behalf of a customer, we may refer your request to that customer.

California residents: where the CCPA applies to information we process as a business, you have rights to know, access, correct, and delete personal information. We do not sell or share personal information as those terms are defined by the CCPA. Where we act solely as a service provider, the customer organization responds to applicable requests.

The Services are not directed to children, and we do not knowingly collect personal information from children under the age required by applicable law.

6. Security, retention, and transfers

We use administrative, technical, and organizational measures designed to protect personal information; no method of transmission or storage is completely secure. Details on current practices are available on our security documentation or under a separate security addendum.

We retain personal information as long as reasonably necessary for the purposes in this policy — providing the Services, legal compliance, dispute resolution, and business records. Customer Data is retained per the applicable customer agreement and instructions.

We are based in the United States and may process information in the United States and other countries where we or our providers operate. Where required, we use appropriate safeguards for cross-border transfers.

7. Changes and contact

We may update this policy from time to time. For material changes we will post the updated version and revise the date above; where required by law we will provide additional notice or obtain consent.

For privacy questions, requests, or legal notices, contact support@useclad.ai.

See also: Terms of Service · Subprocessors