Cairn Privacy Policy

Version: privacy-1.0.0. The effective date is displayed with the published release.

1. Who we are and our roles

Cairn LLC, 2800 E Enterprise Ave Ste 333, Appleton, Wisconsin, United States, operates Cairn. Contact privacy@cairn.how for privacy requests and legal@cairn.how for contractual notices. We act on our own behalf for account administration, billing, security and correspondence with us. For content and personal information an organization puts in its workspace, we process on that organization's instructions under our DPA. The organization decides its purposes, authorized users and communications with its customers. Common ownership of Cairn and an affiliated customer does not combine their workspaces or authorize sharing.

2. Information processed

Account information includes name, email, authentication and security records, workspace membership, legal acceptance versions, timestamps and request evidence. Billing records include organization details, Stripe customer/subscription identifiers, invoice records and a payment-method type/last-four display; Cairn does not store full card numbers. Correspondence includes the message and contact information you choose to provide.

Workspace data can include captures, guides, articles, uploaded knowledge, contacts, identity attributes, conversations, tickets, attachments, selected recordings, transcripts, progress and event information. Capture records page addresses, screenshots, clicks and structured element/selector data while recording. Masked input capture carries a label rather than typed values. Other visible screen content can appear in screenshots: input masking does not remove everything visible on a page. Enterprise policy redaction and strict originals provide additional controls, but are not proof that no sensitive data exists.

Desktop and mobile availability is described separately; an unreleased client is not promised as a current service.

Extension

Cairn Capture helps authorized workspace members capture, author and retrieve step-by-step guidance for the web application they are using. Recording and Experiences element picking start only when requested. Recording processes the current page address/title, visible-tab screenshots, clicks, labels and structured element/selector data. Microphone narration requires activation and stops with recording. Sidekick may send the current page address and the user's question to retrieve matching knowledge. The extension does not import the browser's browsing history or read typed input values. Never-record lists restrict capture; visible page content can still contain sensitive information.

The extension stores its authorized device token, workspace selection, preferences, capture restrictions and upload retry journal locally. Sign-out removes the token. Authorized capture, publishing and assistance can process personal information, business transactions or payment information visible on screen, selected communications and website content. Device authentication and request security use credentials and technical metadata, including the request IP address; no GPS location is collected. PHI, patient records, passwords and raw payment credentials are prohibited. Masking input values is not a guarantee that screenshots contain no such information.

Cairn Capture complies with the Chrome Web Store User Data Policy and its Limited Use requirements. Extension data is used only for its disclosed guidance features and their operation, security and reliability. Transfers support those features, lawful obligations or protection from abuse; a corporate transfer of extension data requires the user's express prior consent. Human access requires consent to the specific access, anonymized internal operations, security necessity or a legal obligation. Authorized workspace sharing follows the user's requested recording and publishing audiences. Extension data is not sold, used for advertising, transferred to data brokers, used for unrelated purposes, or used to assess creditworthiness or provide lending.

3. Purposes and permissions

We use information to operate and secure the service, authenticate users, deliver support and knowledge, retrieve relevant content, execute expressly authorized workflows, maintain reliability, administer billing and comply with legal obligations. Organization users control publishing audiences, integrations and retention settings. Customer instructions, contractual performance, legitimate business/security interests and applicable legal obligations govern these uses. Where consent is required for optional tracking, recording or communications, it must be obtained separately; accepting Terms or acknowledging this Policy is not that consent.

Do not submit PHI, patient-identifiable health information, authentication secrets or raw payment credentials. Cairn is not a HIPAA service, clinical advisor or DSCSA record repository. Customer-specific integrations have private allowlist/exclusion schedules. If prohibited information is discovered, report the occurrence without copying it into another ticket or email. We restrict further processing and coordinate appropriate incident handling.

4. AI, mining and search

AI features send relevant knowledge excerpts and conversation/task context to API model providers. Embedding and transcription features have their own inputs. Active providers and their purposes appear in the processor register. Customer Content is not used to train a shared model under the service agreement; provider retention, abuse monitoring and legal exceptions still apply. OpenAI's store:false and a training opt-out do not establish zero retention or a BAA. No guaranteed in-region AI processing is offered for this pilot.

Audience and workspace boundaries restrict retrieval. Conversation mining is an optional workspace feature with pattern-based scrubbing; it does not reliably detect every name, address or sensitive fact. Human review is required before publishing drafts. Deleting a conversation/contact and deleting an article already derived from it are distinct operations. Published content and exports may have copies controlled by their recipients.

5. Disclosures and integrations

We disclose information to the named service providers needed to deliver the service, to persons Customer authorizes, to selected third-party integrations, and where required by law or necessary to address security, rights or a corporate transition subject to continuing protections. We do not sell Customer Personal Data or share it for cross-context behavioral advertising. We do not use Customer Content for advertising or publish an endorsement/case study without separate authorization.

Cairn's managed media service extracts text from uploaded PDFs and renders permitted guide content as PDF or video. Cairn prepares authorized HTML or screenshot frames before sending them to this US DigitalOcean host; the service receives no database or integration credentials, browser cookies or arbitrary fetch addresses. Processing uses isolated transient files which are cleared after success, failure, timeout and restart. Its operational logs record processing metadata rather than document contents or authentication tokens. Source files, extracted knowledge and completed exports remain subject to the workspace's separate storage and retention settings. Customer processing is enabled only after this service's acceptance and disclosure gates pass.

Customer-connected services, including messaging, CRM, content-push, e-commerce, identity and analytics vendors, receive the data their selected connection requires. Supplying your own credentials does not remove the need to assess their role and terms. Transfers to recipients you independently control may be governed by your own agreement with them. The processor register distinguishes platform services from optional connections and identifies verified locations and remaining limits.

6. Cookies, local storage and telemetry

Functional session, CSRF, security and widget identity/state storage support sign-in, chat and continuity. Cloudflare may use an edge-security cookie. Optional experience, analytics, campaign-tracking and recording features require the Customer's applicable notice/consent configuration and are not authorized merely by visiting a legal page. The Cookie and Storage Policy lists purposes and controls. Cairn's audit log records changes and certain export downloads; it is not a log of every read. Error telemetry is subject to configured scrubbing; we do not promise that any scrub detects all personal information.

7. Retention, export and deletion

Workspace settings can choose supported windows for resolved conversations, call recordings and exports. Open/pending/snoozed conversations are not erased by the resolved-conversation age rule. Unset settings retain conversations; recordings/exports follow their platform defaults. Guides, articles, contacts and screenshot derivatives remain until removed or the workspace is erased. Strict screenshot originals can be deleted after a verified derivative; retaining an encrypted original still means the original exists.

Platform telemetry has separate defaults: contact/product events 400 days, model-call cost records 180 days, agent runs 365 days, webhook-delivery bodies 30 days and change audit logs 730 days. These are not promises of per-workspace controls for every table. Downloadable artifacts and provider copies have their own expiry. Both production PostgreSQL databases currently retain seven days of point-in-time recovery history (verified 14 October 2026). Deleted records can remain in that protected history until expiry; restores require the deletion instructions to be reapplied. Provider exceptions, separately retained recovery copies and storage limitations are recorded in the release evidence; no immediate backup erasure is promised.

An owner's workspace deletion begins a 30-day soft-deletion interval before hard-purge jobs. Primary deletion must propagate through the documented media/index/vector paths. Jobs that cannot delete an object retain retryable evidence; no successful completion certificate is issued while that task remains unresolved. Backups expire by their verified schedules and deletion must be reapplied if restored. We may retain minimum account, billing and organization acceptance evidence needed for legal obligations, disputes or a valid hold, restricting it to that purpose. Organization agreement receipts are retained for at least seven years after termination and reviewed for further legal need before removal; this is separate from ordinary workspace content. Individual account deletion does not erase the organization's signed agreement.

Customer can use available contact/workspace exports and erasure controls. Mined articles and copies already exported or sent to customer-controlled integrations may need separate removal. Where automation is unavailable or a request has exceptional circumstances, contact privacy@cairn.how for a secure assisted process rather than assuming a feature exists.

8. Requests and security

You may ask to access, correct or delete information Cairn holds on its own behalf, and exercise applicable state privacy rights. We verify requests proportionately and explain lawful exceptions. For workspace information, contact the organization that controls the workspace; we assist it under the DPA. We do not discriminate for exercising applicable rights. An authorized agent must show appropriate authority. Send a request or appeal to privacy@cairn.how; do not send passwords, full identifiers or patient records as proof.

We use access controls, workspace scoping, encryption, signed requests, protected storage and tested safety controls described on the Security page. Integration credentials are encrypted with the application's encryption key, not a separately managed envelope-key system. No service can guarantee absolute security. Report suspected incidents to security@cairn.how. Cairn does not claim SOC 2 certification, a HIPAA programme or guaranteed EU residency.

9. Location, children and changes

The pilot is for US business customers and adults. Hosting is in AWS us-east-2 through Laravel Cloud; object storage and other subprocessors may process outside a particular US region. A US customer address does not establish US-only storage. No EU/UK residency commitment or international customer launch is provided by these documents. We do not knowingly offer accounts to children under 18.

Material changes receive notice and a retained version; processing will not be broadened by quietly rewriting an old policy. The current page and its archive show identifiers and effective dates. Contact privacy@cairn.how with questions.