Loopback 隐私政策 / Privacy Policy
生效日期：2026-07-14 · 最近更新：2026-07-22 · 版本：v1.2
语言与权威版本：本政策提供多语言版本以便您阅读，展示语言随您在 Loopback 中所选界面语言变化，未提供的语言默认回退至英文版。权威版本为英文版；其他语言译本仅供参考，如译本与英文版存在歧义或冲突，以英文版为准。
0. 名词说明
- "Loopback" / "我们"：指HAKKO AI PTE. LTD.（注册地：新加坡，地址：120 Robinson Road #13-01 Singapore 068913），即 Loopback 反馈分析服务的提供方。
- "服务"：指 Loopback 提供的多渠道用户反馈采集、聚合与 AI 分析平台（含网页应用、API 及相关功能）。
- "客户" / "您"：指订阅或使用本服务的企业或组织，及其被授权使用者。
- "终端用户"：指在客户所接入的各渠道上留下评论、评分、反馈的第三方个人（如 App Store 评论者、社群成员等）。
- "个人信息 / 个人数据"：可直接或间接识别到特定自然人的信息。
1. 我们在数据处理中的两种角色
Loopback 是一款面向企业（B2B）的软件服务，涉及两类不同性质的数据，我们的角色也不同：
| 场景 | 数据类型 | 我们的角色 |
|---|
| 客户注册、登录、计费、使用平台 | 账户与使用数据 | 数据控制者 / 处理者（Controller）（GDPR）/ 个人信息处理者（PIPL） |
| 客户接入渠道后，平台代其采集并分析终端用户反馈 | 反馈数据 | 数据受托处理者 / 处理者（Processor）（GDPR）/ 受托处理者（PIPL），代客户处理 |
对于反馈数据，处理目的、方式由客户决定，我们仅按客户指示处理。相关权利义务另见 《数据处理协议（DPA）》（见第 12 节）。
2. 我们收集哪些信息
2.1 账户与使用数据（我们作为控制者）
- 账户信息：企业名称、联系人姓名、工作邮箱、密码（加密存储）、角色/权限。
- 计费信息：订阅等级（Free / Pro / Max）、账单地址、交易记录。实际支付卡号由Stripe处理，我们不存储完整卡号。
- 配置信息：接入的渠道、API 密钥或授权令牌（加密存储，见第 5 节）。
- 使用与日志数据：登录记录、操作日志、IP 地址、浏览器/设备信息、功能使用统计，用于安全、排障与产品改进。
- 产品使用数据：页面浏览与功能使用等产品行为事件（如打开报告、接入渠道），随附一个第一方匿名标识符（Cookie
lb_aid），用于官网与应用之间的匿名归因。此类数据仅用于产品改进，存储于我们自有数据库（不接入任何第三方分析服务）、不含反馈正文或您的输入内容，保留不超过 180 天。 - Cookie 及类似技术：见第 9 节。
2.2 反馈数据（我们作为受托处理者，代客户处理）
当客户接入以下渠道后，平台会按客户授权采集其中的公开或授权可得反馈内容，可能包含个人信息：
- 应用商店：Apple App Store（公开 RSS）、Google Play（Play Developer API）等；
- 社群与工单：Reddit、Discord、Slack、Telegram、飞书 / 企业微信、Zendesk、Intercom；
- 调研与口碑：Typeform、飞书问卷、Trustpilot 等。
这些内容可能包含：评论/评价正文、评分、发布时间、平台内展示的作者昵称或标识、以及作者主动写入内容中的其他信息。我们不主动索取终端用户的身份证件、精确定位或其他敏感个人信息；若反馈正文中偶含此类信息，仅按客户指示处理，不另作他用。
3. 我们如何使用信息
- 提供与维护服务：账户管理、渠道接入、反馈采集与聚合、AI 分类与洞察生成、展示看板。
- AI 分析处理：将反馈内容送交大语言模型进行分类、摘要、情感与主题分析（模型清单见第 6 节）。
- 计费与客户支持。
- 安全、防欺诈与合规：异常检测、访问审计、履行法律义务。
- 产品改进：基于聚合、去标识化的使用统计优化功能。未经客户书面同意，我们不会将客户的反馈数据用于训练我们自有的通用模型（关于第三方模型的训练政策见第 6 节）。
处理的合法性基础（GDPR / PIPL）
- 履行合同：为向您提供已订阅的服务所必需；
- 合法利益：保障安全、防欺诈、改进产品（已做利益平衡）；
- 同意：适用时（如可选 Cookie、营销邮件）；
- 法律义务：应法律法规要求。
- 对反馈数据，合法性由客户作为控制者负责取得与说明。
4. 数据的跨境与驻留
数据存储与处理位于 Google Cloud（us-central1，美国）。若您位于欧盟/英国，跨境传输依据标准合同条款（SCCs）等合法机制进行。
不同部署形态下的数据流向不同：
- SHARED_SAAS（共享托管）：数据存于 Loopback 托管环境；
- BYO_KEY（自带密钥）：使用您自有的模型/云密钥，AI 调用发往您指定的供应商；
- SELF_HOSTED（私有部署）：数据存于您自有环境，Loopback 通常不接触您的反馈数据。
5. 数据安全
- 传输层 TLS 加密；敏感字段（密码、第三方 API 密钥 / OAuth 令牌）加密存储。
- 基于角色的四级访问控制（RBAC），最小权限原则，访问审计。
- 按敏感度提供分层保护（自 L1 数据混淆 至 L4 机密计算，视部署形态与套餐而定）。
- 我们采取合理的技术与管理措施，但没有任何系统能保证绝对安全；发生个人数据泄露时，将依适用法律与合同在法定时限内通知相关方。
6. 第三方供应商（子处理者 / Subprocessors）
为提供服务，我们会将必要数据委托给以下类别的子处理者。AI 模型的选用取决于您所在地区与会员等级：
| 类别 | 供应商（示例） | 用途 |
|---|
| 云基础设施 | Google Cloud等 | 托管、存储、计算 |
| AI 模型 | Anthropic（Claude）、OpenAI（GPT / Embedding）、Google（Gemini） | 反馈分类、摘要、向量化 |
| 支付 | Stripe等 | 订阅计费 |
| 邮件/通知 | Resend | 事务性邮件 |
- 我们与子处理者签署数据处理条款，要求其提供不低于本政策的保护水平。
- 送交模型供应商的内容用于生成分析结果；我们优先选用不将客户数据用于其模型训练的商用 API 通道，并在合同中作此约束。
- 完整、实时的子处理者清单见：https://loopbackagent.com/subprocessors.html。清单更新时我们将按 DPA 约定通知客户。
7. 数据保留
- 账户与计费数据：在服务期间及之后按法律要求（如税务、审计）保留必要期限。
- 反馈数据：按客户在平台中的配置或 DPA 约定保留；客户可请求导出或删除。
- 服务终止后，我们将按约定期限（默认30天）内删除或匿名化客户数据，法律要求保留者除外。
8. 您（及终端用户）的权利
在适用法律（GDPR / 英国 GDPR / 加州 CCPA/CPRA / 中国 PIPL 等）范围内，您有权：访问、更正、删除、限制处理、数据可携、反对处理、撤回同意，以及不因行使权利受到歧视。
- 客户账户数据：请通过第 13 节联系我们行使。
- 终端用户：由于反馈数据由客户作为控制者掌控，终端用户的权利请求原则上应向相应客户提出；我们将在技术上协助客户响应此类请求。
- 我们将在法定时限内响应；您亦有权向所在地监管机构投诉。
9. Cookie 与类似技术
我们使用必要 Cookie 维持登录与安全，并在获得同意时使用分析类 Cookie 了解产品使用情况。我们的产品使用分析为第一方自研（页面不加载任何第三方分析脚本）；其中第一方匿名标识符 lb_aid 仅用于匿名归因（见第 2.1 节「产品使用数据」），您可通过浏览器设置清除或屏蔽。您可通过浏览器设置管理非必要 Cookie。对欧洲地区访客，官网的匿名统计 Cookie（lb_aid）在您于 Cookie 提示中选择「接受」之前不会写入，期间也不收集任何统计事件；选择「拒绝」即不统计，且已有标识符会被删除。任何地区都可随时通过页脚「Cookie 设置」更改选择。
10. 儿童隐私
本服务面向企业，不面向 16 岁以下（或适用法律规定年龄以下）的个人。我们不会有意收集儿童个人信息。
11. 政策变更
我们可能不时更新本政策。重大变更将通过服务内通知或邮件告知，并更新顶部"最近更新"日期。变更生效后继续使用即视为接受。
12. 数据处理协议（DPA）
对于作为受托处理者处理反馈数据的部分，我们与企业客户另行签署《数据处理协议（DPA）》，约定处理范围、子处理者、安全措施、协助义务、数据泄露通知、审计权及跨境机制（含 SCCs）。企业客户可通过第 13 节索取。
13. 联系我们
Loopback Privacy Policy
Effective date: 2026-07-14 · Last updated: 2026-07-14 · Version: v1.0
Language & governing version: This Policy is offered in multiple languages for your convenience; the language shown follows the interface language you select in Loopback, and any language not provided defaults to this English version. The governing version is this English version. Other translations are for reference only; in case of ambiguity or conflict between a translation and the English version, the English version prevails.
0. Definitions
- "Loopback" / "we" / "us": HAKKO AI PTE. LTD. (place of registration: Singapore, address: 120 Robinson Road #13-01 Singapore 068913), the provider of the Loopback feedback-analytics service.
- "Service": the Loopback platform for multi-channel collection, aggregation and AI analysis of user feedback (including the web application, API and related features).
- "Customer" / "you": the business or organization that subscribes to or uses the Service, and its authorized users.
- "End User": a third-party individual who leaves comments, ratings or feedback on the channels connected by a Customer (e.g. App Store reviewers, community members).
- "Personal information / personal data": information that can directly or indirectly identify a natural person.
1. Our two roles in data processing
Loopback is a business-to-business (B2B) software service involving two categories of data with different natures, in which our role differs:
| Scenario | Data type | Our role |
|---|
| Customer sign-up, login, billing, platform use | Account & usage data | Data Controller (GDPR) / personal information handler (PIPL) |
| Collecting and analyzing End-User feedback on the Customer's behalf after channels are connected | Feedback data | Data Processor (GDPR) / entrusted party (PIPL), processing on the Customer's instructions |
For Feedback data, the purposes and means of processing are determined by the Customer; we process it only on the Customer's instructions. The respective rights and obligations are further set out in the Data Processing Agreement (DPA) (see Section 12).
2. Information we collect
2.1 Account & usage data (where we are the Controller)
- Account information: company name, contact name, work email, password (stored encrypted), roles/permissions.
- Billing information: subscription tier (Free / Pro / Max), billing address, transaction records. Full card numbers are handled by Stripe; we do not store full card numbers.
- Configuration: connected channels, API keys or authorization tokens (stored encrypted, see Section 5).
- Usage & log data: login records, activity logs, IP address, browser/device information, feature-usage statistics, used for security, troubleshooting and product improvement.
- Cookies and similar technologies: see Section 9.
2.2 Feedback data (where we are the Processor, on the Customer's behalf)
Once a Customer connects the following channels, the platform collects public or authorized feedback content from them as authorized by the Customer, which may contain personal information:
- App stores: Apple App Store (public RSS), Google Play (Play Developer API), etc.;
- Community & ticketing: Reddit, Discord, Slack, Telegram, Feishu / WeCom, Zendesk, Intercom;
- Surveys & reputation: Typeform, Feishu Forms, Trustpilot, etc.
Such content may include: the body of comments/reviews, ratings, publication time, the author's display name or identifier as shown on the platform, and any other information the author voluntarily includes in the content. We do not actively solicit End Users' identity documents, precise location or other sensitive personal information; where feedback content incidentally contains such information, we process it only on the Customer's instructions and for no other purpose.
3. How we use information
- Provide and maintain the Service: account management, channel connection, feedback collection and aggregation, AI classification and insight generation, dashboards.
- AI analysis: sending feedback content to large language models for classification, summarization, sentiment and topic analysis (provider list in Section 6).
- Billing and customer support.
- Security, fraud prevention and compliance: anomaly detection, access auditing, legal obligations.
- Product improvement: optimizing features based on aggregated, de-identified usage statistics. We do not use Customers' Feedback data to train our own general-purpose models without the Customer's written consent (for third-party models' training policies, see Section 6).
Legal bases for processing (GDPR / PIPL)
- Performance of a contract: necessary to provide the subscribed Service;
- Legitimate interests: security, fraud prevention, product improvement (balancing test performed);
- Consent: where applicable (e.g. optional cookies, marketing emails);
- Legal obligation: where required by law.
- For Feedback data, the legal basis is obtained and represented by the Customer as Controller.
4. Cross-border transfers and data residency
Data is stored and processed at Google Cloud (us-central1, United States). If you are in the EU/UK, cross-border transfers rely on lawful mechanisms such as the Standard Contractual Clauses (SCCs).
Data flows differ by deployment form:
- SHARED_SAAS (shared hosting): data is stored in the Loopback-hosted environment;
- BYO_KEY (bring your own key): your own model/cloud keys are used, and AI calls are sent to the provider you designate;
- SELF_HOSTED: data is stored in your own environment, and Loopback generally does not access your Feedback data.
5. Data security
- TLS encryption in transit; sensitive fields (passwords, third-party API keys / OAuth tokens) stored encrypted.
- Role-based access control with four tiers (RBAC), least-privilege principle, access auditing.
- Tiered protection by sensitivity (from L1 data obfuscation to L4 confidential computing, depending on deployment form and plan).
- We apply reasonable technical and organizational measures, but no system can guarantee absolute security. In the event of a personal-data breach, we will notify the relevant parties within the statutory time limits in accordance with applicable law and contract.
6. Third-party providers (Subprocessors)
To provide the Service we entrust necessary data to the following categories of subprocessors. The AI model used depends on your region and membership tier:
| Category | Providers (examples) | Purpose |
|---|
| Cloud infrastructure | Google Cloud etc. | Hosting, storage, compute |
| AI models | Anthropic (Claude), OpenAI (GPT / Embedding), Google (Gemini) | Feedback classification, summarization, vectorization |
| Payments | Stripe etc. | Subscription billing |
| Email/notifications | Resend | Transactional email |
- We enter into data-processing terms with subprocessors requiring protection no lower than this Policy.
- Content sent to model providers is used to generate analysis results; we prioritize commercial API channels that do not use Customer data to train their models, and impose this by contract.
- The complete, up-to-date subprocessor list is available at: https://loopbackagent.com/subprocessors.html. We notify Customers of changes as provided in the DPA.
7. Data retention
- Account & billing data: retained during the service term and thereafter for the period required by law (e.g. tax, audit).
- Feedback data: retained as configured by the Customer in the platform or as agreed in the DPA; Customers may request export or deletion.
- After termination, we will delete or anonymize Customer data within the agreed period (default 30 days), except where retention is required by law.
8. Your (and End Users') rights
To the extent provided by applicable law (GDPR / UK GDPR / California CCPA/CPRA / China PIPL, etc.), you have the right to: access, rectification, erasure, restriction of processing, data portability, objection to processing, and withdrawal of consent, and not to be discriminated against for exercising these rights.
- Customer account data: please contact us via Section 13 to exercise these rights.
- End Users: because Feedback data is controlled by the Customer as Controller, End-User requests should in principle be directed to the relevant Customer; we will provide technical assistance to help Customers respond to such requests.
- We will respond within statutory time limits; you also have the right to lodge a complaint with your local supervisory authority.
9. Cookies and similar technologies
We use necessary cookies to maintain login and security, and, with consent, analytics cookies to understand product usage. You can manage non-essential cookies through your browser settings.
10. Children's privacy
The Service is intended for businesses and not for individuals under 16 (or the age specified by applicable law). We do not knowingly collect children's personal information.
11. Changes to this Policy
We may update this Policy from time to time. Material changes will be communicated via in-service notice or email, and the "Last updated" date at the top will be revised. Continued use after changes take effect constitutes acceptance.
12. Data Processing Agreement (DPA)
For the portion where we act as Processor of Feedback data, we enter into a separate Data Processing Agreement (DPA) with business Customers, covering the scope of processing, subprocessors, security measures, assistance obligations, breach notification, audit rights and cross-border mechanisms (including SCCs). Business Customers may request it via Section 13.
13. Contact us
- Data protection / privacy matters: [email protected]
- General contact: [email protected]
- Mailing address: 120 Robinson Road #13-01 Singapore 068913
- EU/UK Representative (if applicable): to be designated and published separately
- Data protection matters: [email protected]
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