Privacy policy

Last updated:

Apr 19, 2026

1. Who we are

Panop builds AI-powered customer support automation for electric vehicle (EV) charging operators. In most deployments, Panop acts as a data processor on behalf of an EV charging operator (the data controller), handling end-user messages, voice interactions and related operational data in order to deliver automated and assisted support on their behalf.

For questions about this policy or about how your data is handled, contact us at contact@gopanop.com.

2. What we process

When an end user contacts an EV charging operator through a channel that Panop powers (for example WhatsApp, voice calls, web chat, or email), we may process:

  • The content of the messages, calls or voice recordings exchanged during the support interaction.

  • Transcripts generated from voice calls.

  • Contact identifiers such as phone number or email address, as supplied by the channel.

  • Metadata about the interaction (timestamps, channel, language, session identifiers).

  • Charging-session and asset identifiers (such as charger ID, location, session ID) when shared by the end user or the operator.

  • Technical logs needed to operate, debug and secure the service.

We do not ask for, and do not intentionally collect, special categories of personal data.

3. Why we process it

We process this data to deliver AI-assisted and AI-automated support on behalf of the charging operator, including: understanding the user's request, looking up information about the charger or session, drafting or sending responses, routing the conversation to a human agent when needed, and improving the reliability and quality of the service.

4. Legal basis (GDPR)

Where the EU GDPR or UK GDPR applies, the legal bases for processing are typically:

  • Performance of a contract (Art. 6(1)(b)) — to respond to a support request initiated by the end user.

  • Legitimate interests (Art. 6(1)(f)) — of the charging operator and of Panop in operating, securing and improving the support service.

  • Legal obligation (Art. 6(1)(c)) — where applicable, to comply with record-keeping or regulatory requirements.

5. Subprocessors

To operate the service, Panop relies on a limited number of vetted subprocessors. These include, depending on the deployment:

  • Large language model and speech providers to generate responses, transcribe audio, and synthesize voice.

  • Communication platform providers to deliver messages and calls.

  • Cloud hosting and database providers to run the Panop backend.

Subprocessors act under contractual data-protection obligations and process data only on documented instructions to deliver the service.

6. Retention

Interaction content and transcripts are retained only as long as needed to deliver the support service, to debug and improve it, and to meet the operator's agreed retention policy. Exact retention periods are defined per deployment with each charging operator.

7. Your rights

Where the GDPR or equivalent legislation applies, end users have the right to: access their data, have inaccurate data corrected, request erasure, restrict or object to certain processing, and request portability of their data.

Because Panop acts as a processor, these requests are normally handled by the charging operator acting as controller. You can raise a request directly with the operator, or contact us at contact@gopanop.com and we will route it appropriately.

8. International transfers

If and when personal data is transferred internationally, we rely on appropriate safeguards, such as the EU-U.S. Data Privacy Framework (for certified U.S. recipients) and the European Commission's Standard Contractual Clauses.

9. Security

We use industry-standard measures to protect data in transit and at rest, including TLS for communications, access controls, least-privilege credentials, and audit logging. No system is perfectly secure, but we take reasonable steps to minimise risk.

10. Changes to this policy

We may update this policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Material changes will be communicated through the charging operator or via this page.

11. Contact

For questions, complaints, or requests about this policy, contact contact@gopanop.com.