Legal
Privacy Policy
What Loopwise stores, why it stores it, who can see it, and the choices you have. Written to match what the product actually does.
Last updated 19 October 2026
Who this policy is for
Loopwise is a platform that businesses use to collect customer feedback, turn it into cases and track the resolution. Two kinds of people are involved, and they are treated differently.
- Workspace members — people who sign in to a company workspace and work on cases.
- Customers — people who send feedback through a public form. They never need an account.
- For customer feedback, the business that invited you is responsible for that data and decides how it is used. We store and process it on their behalf. For your own account data we are the ones responsible.
What is stored
- Account details: your name, email address, the workspaces you belong to and your role in each.
- Workspace content: feedback messages, the name and email address a customer provides, order references, attachments they choose to send, notes, reply drafts, status and priority changes, deadlines and timestamps.
- Preferences kept in your own browser: your colour theme, the last workspace you opened, and whether you have already seen the guide.
Why it is stored
- To show each submission in the right workspace and turn it into a case.
- To compute the dashboard numbers for that workspace — open, urgent, overdue, resolved, resolution rate and time to resolve.
- To send the notifications a workspace has switched on (for example when a case is assigned).
- To keep the service secure, diagnose faults and provide support.
Automated and AI-assisted analysis
New feedback may be sent to an AI service to produce a summary, a category, a priority, a sentiment and a suggested reply. These are suggestions for the team, not decisions: a person reviews and edits them before anything is sent to a customer.
Analysis never contacts a customer on its own, and the suggestions are stored only inside the workspace that owns the case. If analysis fails, the feedback and the case are still saved and the workspace sees a clear pending state.
Who can see it
Every feedback record, case, event, analysis and notification belongs to exactly one workspace. Access rules are enforced at the data layer: only members of that workspace can read or change its records. Another business using Loopwise cannot see your workspace, and logged-out visitors cannot read any record at all.
The people who operate this Loopwise instance (application administrators) can technically access all data in this deployment in order to run, support and repair it. the operator of this Loopwise instance does not sell personal data, and does not share it between workspaces.
Service providers
The service relies on a small number of providers — hosting and database, an AI model provider for triage, an email provider for the notifications you configure, and a payment provider if you subscribe to a paid plan. Each one receives only what is needed to perform its task.
Files a customer attaches are stored privately and can only be opened through a short-lived signed link.
How long it is kept
Records stay for as long as the workspace is active. Deleting a case, a feedback record or a whole workspace removes that content from the live database, and short-lived backups roll off on their own.
Your choices and rights
- If you are a customer and you want your feedback corrected or deleted, contact the business you sent it to — they control that record. You can also ask us and we will pass the request on.
- If you are a workspace member, you can correct or delete the records you work with, and you can ask the workspace owner to remove you from the workspace.
- You can ask for a copy of your own account data, or for your account to be deleted.
Cookies and local storage
The service uses a strictly necessary sign-in cookie and a few browser preferences. There are no advertising cookies. The Cookie Policy explains each one.
Children
Loopwise is a business tool and is not directed at children. It is not intended to be used to collect information from children.
Changes and contact
If this policy changes, the "last updated" date above changes with it. Questions about privacy can be raised with the workspace owner who invited you, or at the contact address published in the workspace settings of the business that invited you, or the workspace owner directly.
