Joqiva AI Processing Notice

This AI Processing Notice explains how Joqiva uses AI-assisted features in the Service. It applies to Joqiva websites, web applications, customer-facing pages, documented interfaces, communications and related services that link to this Notice, and to any Joqiva feature that uses AI-assisted processing. This Notice should be read together with: (a) our Terms of Service; (b) our Privacy Policy; (c) our Data Processing Agreement; (d) our Subprocessors page; (e) our Cookie Policy; (f) our Acceptable Use Policy; and (g) our Legal Notice. This Notice explains Joqiva's AI-assisted enquiry extraction and customer-detail extraction features in clear terms. It does not replace the Terms of Service, Privacy Policy, DPA or Subprocessors page.

Joqiva is operated by FOP Mykola Marchuk Mykolaiovych, an individual entrepreneur registered in Ukraine, trading as Joqiva. Joqiva's current legal entity details, trading name, website, country of establishment, establishment address, correspondence address, registration information, tax status, contact details, privacy contact and UK/EU representative details, where required, are maintained in the Legal Notice.

Joqiva uses AI-assisted features to help extract enquiry fields from submitted email or message text and to extract customer or contact details from text manually submitted by a Joqiva user. AI-assisted features may help identify or prepare information such as: (a) customer type, display name or legal name; (b) customer and contact details; (c) contact role title; (d) service, billing, registered or other submitted address details; (e) company number or VAT number where explicitly present; (f) enquiry summary; (g) requested service or property details; (h) preferred date or time; (i) job or service description; (j) whether a site visit is explicitly required; (k) relevant notes from submitted text; and (l) other supported enquiry or customer fields. AI-assisted features are designed to help Joqiva users organise enquiries faster. They are not designed to replace human review, professional judgement or user approval. The availability of AI-assisted features may depend on the relevant Plan, workspace status, subscription status, usage limits, feature availability and Service configuration.

AI-assisted features do not: (a) create final jobs automatically; (b) create final quotes automatically; (c) create final invoices automatically; (d) create final customer communications automatically; (e) approve quotes automatically; (f) confirm payments automatically; (g) verify whether money has been received; (h) make legal, tax, accounting or financial decisions; (i) provide legal, tax, accounting or financial advice; (j) make employment, credit, insurance, housing, healthcare or similarly significant decisions; (k) decide whether an End Customer should receive a service; (l) decide whether a Joqiva customer should accept or reject work; (m) replace checking bank account records; (n) act as a debt collection, regulated financial or payment processing service; or (o) replace the Joqiva customer's own legal, tax, accounting, trade, consumer, data protection or professional compliance checks. AI-assisted features are not intended to make significant decisions about individuals. AI output requires user review. A Joqiva user must review, correct and approve AI output before using it in their business.

Joqiva may use an approved third-party AI service provider for AI-assisted enquiry extraction and customer-detail extraction features. The current provider identity, processing role, relevant locations and available transfer information are maintained on our Subprocessors page where the provider processes Customer Personal Data on behalf of Joqiva as a subprocessor. AI-assisted processing is handled through Joqiva systems and approved service providers. If Joqiva appoints a different AI service provider that processes Customer Personal Data, Joqiva will update the Subprocessors page and relevant legal documents where required before use or in accordance with the DPA's urgent-change process.

AI-assisted processing may work as follows: (a) a Joqiva user submits or receives relevant email or message text, or manually pastes enquiry, customer or contact text; (b) where AI-assisted features are enabled or used, Joqiva checks that the request is authorised and available for the relevant workspace; (c) Joqiva sends relevant content to the approved AI service provider where needed for the feature; (d) the AI service provider returns extracted fields, classifications, summaries or suggestions; (e) Joqiva validates and stores the AI-assisted output as preliminary data where appropriate; (f) Joqiva displays the AI-assisted output to the user for review; (g) the user reviews, edits, confirms, rejects or ignores the output; and (h) only user-approved or user-saved information becomes part of a final workflow record. Joqiva may also keep AI-related operational records for security, troubleshooting, validation, audit, service reliability, usage tracking, abuse prevention and compliance. AI-assisted extraction is not intended to create customers, jobs, quotes, invoices, document numbers, payment records or final customer communications without user action. The current AI-assisted extraction implementation does not send attachment file contents to the AI service provider. Where an inbound email contains attachments, limited attachment metadata such as content type, size and scan or validation status may be included.

Depending on the feature used and the text submitted to Joqiva, AI-assisted processing may involve: (a) submitted email or message body text; (b) manually pasted enquiry, customer or contact text; (c) customer display names and legal names; (d) business names, company numbers and VAT numbers; (e) contact names and role titles; (f) email addresses and phone numbers; (g) billing, service, registered or other submitted address details; (h) enquiry details, service requirements and job descriptions; (i) customer messages and notes submitted by Joqiva users; (j) limited attachment metadata where an inbound email contains attachments; (k) extracted fields and AI-assisted output; (l) timestamps; and (m) related technical and operational metadata. Not all of this data is necessarily sent to the AI service provider. Content sent to the AI service provider is limited to the information reasonably needed for the relevant AI-assisted feature. Joqiva may process operational metadata for access control, usage tracking, audit, troubleshooting, abuse prevention, security and reliability without necessarily sending that metadata to the AI service provider. Joqiva does not intentionally send passwords, full payment card details, credentials, secrets, access credentials, system credentials or unnecessary sensitive information to the AI service provider.

Joqiva customers and users should not submit unnecessary sensitive information to AI-assisted features. You should not submit: (a) passwords; (b) full payment card numbers; (c) CVC codes; (d) payment card expiry dates; (e) raw payment card data; (f) unnecessary identity documents; (g) unnecessary medical information; (h) unnecessary special category personal data; (i) criminal offence data unless strictly necessary and lawful; (j) children's personal data unless strictly necessary and lawful; (k) confidential third-party information you are not authorised to process; (l) trade secrets that are not needed for the feature; (m) government identifiers unless necessary and lawful; (n) bank login details or financial account access credentials; (o) secrets, access tokens, system credentials or other confidential credentials; or (p) any information you do not have the right to process through Joqiva. Special category personal data includes information about health, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data used for identification, sex life or sexual orientation. Joqiva is not designed for systematic processing of special category personal data or criminal offence data. However, special category personal data or criminal offence data may be submitted incidentally through emails, attachments, free-text job notes or customer messages. If that happens, Joqiva processes it according to the applicable customer instructions, the DPA and applicable law.

AI-assisted output may be incomplete, inaccurate, outdated, duplicated, misleading or unsuitable for your business. You must review AI-assisted output before using it. You are responsible for checking: (a) customer names; (b) contact details; (c) addresses; (d) dates and times; (e) job descriptions; (f) quote details; (g) invoice details; (h) payment instructions; (i) VAT or tax information; (j) customer messages; (k) service requirements; (l) legal or contractual wording; (m) trade or safety requirements; and (n) any other business information. You remain responsible for all jobs, quotes, invoices, customer communications, reminders, payment reports and business decisions that you create, approve, send or rely on through Joqiva. You must not treat AI-assisted output as professional advice. You should not use AI-assisted output where a qualified professional assessment is required unless an appropriately qualified person has reviewed and approved the output.

Joqiva does not use AI-assisted features to make solely automated decisions about individuals that have legal or similarly significant effects. AI-assisted features are decision-support and data-preparation tools only. A Joqiva user must review and approve AI output before it is used as final business content. If a Joqiva customer uses Joqiva data or AI-assisted output to make decisions about End Customers, staff, suppliers or other individuals, that Joqiva customer is responsible for ensuring that its own use complies with applicable data protection, consumer, employment, equality, trade, professional and other laws. Joqiva customers must not use AI-assisted features to make employment, credit, insurance, housing, healthcare, legal, tax, accounting, regulated financial, safeguarding or similarly significant decisions about individuals. If Joqiva later introduces automated decision-making that makes significant decisions about individuals, Joqiva will update the relevant legal documents, provide required information, identify the applicable lawful basis and implement required safeguards before using that processing.

AI systems may produce incorrect, incomplete, outdated, duplicated, biased, misleading or unsuitable output. AI-assisted output may: (a) misunderstand the message; (b) miss important details; (c) extract the wrong date or time; (d) extract the wrong address; (e) confuse customer names; (f) misread job requirements; (g) misclassify urgency; (h) omit conditions or limitations; (i) generate wording that is unsuitable for your business; (j) reflect errors in the original message; (k) produce duplicated fields; (l) suggest information that should not be used; (m) fail to identify ambiguity; (n) infer details that were not clearly stated; or (o) produce output that requires correction before use. You should compare AI output against the original submitted email, message, customer text or customer communication before using it. You should not rely on AI output where accuracy is critical without independent human checking.

Joqiva does not authorise approved AI service providers to use Customer Personal Data submitted through Joqiva to train or improve general AI models unless Joqiva expressly states this, has a lawful basis and obtains any required authorisation. Joqiva does not opt in to optional provider settings that allow Customer Personal Data submitted through Joqiva to be used to train or improve general AI models. Joqiva does not use Customer Personal Data to train Joqiva-owned general AI models. Joqiva may use aggregated or anonymised information to understand and improve the Service, provided that it does not identify Joqiva customers, users or End Customers.

The AI service provider may retain certain AI processing records under its applicable terms, account settings, feature configuration and legal obligations. Safety and abuse-prevention records may contain submitted content, generated output and related metadata. Their retention depends on the approved provider's applicable terms, the enabled service feature, account configuration, available retention controls and legal obligations. Different retention controls may apply if Joqiva becomes eligible for and enables a more restrictive provider setting. Some AI service features may keep related processing state for longer depending on the service configuration and feature used. Joqiva configures AI-assisted processing to minimise unnecessary retention and to avoid storing AI provider responses as Joqiva business records where not needed. Joqiva's own retention of AI-related data is described below and in our Privacy Policy and DPA.

Joqiva may store AI-related data to provide, secure, audit and operate AI-assisted features. This may include: (a) original source text where stored in workspace business records, such as enquiries or inbound email records; (b) reviewed or validated extracted fields; (c) AI extraction status; (d) validation status; (e) error codes or operational error summaries; (f) usage and operational metadata; (g) timestamps; (h) audit records; and (i) security, troubleshooting and operational logs. Joqiva aims to avoid storing detailed AI provider records, confidential instructions, credentials, secrets or unnecessary sensitive information as Joqiva business records. AI-related operational records should not intentionally contain source content, AI-submitted content, AI-assisted output, unnecessary provider records, credentials, secrets, file content or unnecessary Customer Personal Data unless needed for the relevant Service function, security, troubleshooting, audit, legal compliance or another lawful purpose.

Joqiva may retain AI-related data as follows: (a) AI-assisted fields saved into a workspace are retained with the corresponding customer, enquiry, job, quote, invoice or workspace data; (b) original emails and inbound messages are retained with the corresponding workspace or job data; (c) files and attachments are retained with the corresponding workspace, job or document data; (d) AI extraction records and operational metadata may be retained as part of workflow, usage, audit, support, security and operational records; (e) AI operational logs and operational task records may be retained for up to 24 months; (f) audit-relevant records may be retained for 6 years; (g) exports may be retained for up to 30 days; (h) backups may be retained for up to 90 days; and (i) deleted or cancelled account data is deleted or anonymised within 90 days where legally and technically possible, except for legal, tax, accounting, audit, dispute, security, fraud prevention and compliance records. More detailed retention terms are set out in our Privacy Policy and DPA.

For account administration, subscription billing, support, security, service operation, legal compliance, internal product analytics, service analytics and Joqiva's own business administration, Joqiva may act as an independent controller. For customer, enquiry, job, quote, invoice, email, file, reminder, payment report, audit log and workspace data that Joqiva processes on behalf of a Joqiva customer, Joqiva normally acts as processor. Where Joqiva acts as processor, the Joqiva customer is normally the controller and is responsible for: (a) having a lawful basis for processing personal data; (b) providing privacy notices to End Customers, staff, suppliers and contacts; (c) deciding whether AI-assisted features are appropriate for its use case; (d) ensuring personal data submitted to Joqiva is adequate, relevant and limited to what is necessary; (e) avoiding unnecessary sensitive data; (f) responding to data subject requests where it is controller; (g) handling data protection complaints where it is controller; and (h) ensuring its own use of AI-assisted output is lawful, fair and appropriate. Where Joqiva acts as processor, AI-assisted processing is governed by the Joqiva DPA. Where Joqiva processes limited AI-related technical, security, usage, validation or operational metadata as controller, that processing is explained in the Privacy Policy.

If you are an End Customer, quote recipient, invoice recipient, payer, homeowner, tenant, customer contact or other person interacting with a business that uses Joqiva, that business is normally the controller of your personal data. That business may use Joqiva to process your enquiry, job, quote, invoice, customer page, payment report, reminder or related communication. That business may also use AI-assisted features to extract enquiry fields from submitted message or email text, or customer and contact details from manually submitted text. AI-assisted extraction does not make End Customers Joqiva subscription customers. You should contact that business first if you have questions about how your personal data is used in its customer workflow or if you want to exercise your data protection rights in relation to that workflow data. Joqiva may also process limited personal data as an independent controller where necessary for security, abuse prevention, service operation, legal compliance, legal claims or protection of the Service.

Joqiva is operated from Ukraine and provides a business workflow SaaS service. Approved service providers may process or access personal data from countries outside the United Kingdom. Where required by applicable data protection law, Joqiva uses an appropriate transfer mechanism, which may include: (a) adequacy arrangements where applicable; (b) UK transfer terms or addenda; (c) standard contractual clauses where applicable; (d) approved certification, rules or equivalent safeguards where applicable; (e) an applicable exception where lawful and proportionate; or (f) another lawful transfer mechanism available under applicable data protection law. Where Joqiva relies on appropriate safeguards rather than adequacy regulations or an exception, Joqiva may carry out or rely on a transfer risk assessment, data protection test or equivalent assessment where required. Supplementary technical, contractual or organisational measures may be applied where needed to support the relevant transfer mechanism. Further information about international transfers is provided in our Privacy Policy, DPA and Subprocessors page. Joqiva's UK/EU representative information, where required, is maintained in the Legal Notice.

Joqiva uses technical and organisational measures designed to protect AI-assisted processing. These may include: (a) access controls; (b) authentication controls; (c) authorisation checks; (d) customer-environment separation; (e) feature availability and usage controls; (f) limited-access links where appropriate; (g) input validation; (h) output validation before storage as preliminary data; (i) audit logs; (j) secure credential handling; (k) error and security monitoring where appropriate; (l) restricted administrative access; (m) subprocessor review; and (n) data minimisation controls. No online service or AI system can be guaranteed to be completely secure, error-free or uninterrupted.

When using AI-assisted features, Joqiva customers and users must: (a) use AI-assisted features only for lawful business purposes; (b) review AI output before using it; (c) correct inaccurate output; (d) avoid submitting unnecessary sensitive data; (e) avoid submitting personal data they are not authorised to process; (f) avoid submitting full payment card numbers, CVC codes, expiry dates or raw card data; (g) avoid submitting passwords, access tokens, system credentials or other secrets; (h) provide required privacy notices to End Customers and contacts; (i) comply with UK GDPR, the Data Protection Act 2018, PECR, each as amended from time to time, and other applicable laws; (j) ensure reminders, emails and customer communications are lawful and fair; (k) ensure bank transfer instructions and payment-related information are checked by a human; (l) ensure AI-assisted output is not used for prohibited high-risk or regulated decisions; and (m) comply with the Joqiva Acceptable Use Policy.

You must not use Joqiva AI-assisted features: (a) for unlawful, fraudulent or deceptive purposes; (b) to generate fake invoices, fake quotes or false payment information; (c) to impersonate another person or business; (d) to harass, threaten or mislead End Customers; (e) to make regulated financial, legal, tax, accounting, insurance, employment, credit, housing, healthcare, safeguarding or similarly significant decisions; (f) to make solely automated decisions with legal or similarly significant effects; (g) to process data you are not authorised to process; (h) to process unnecessary special category data; (i) to process unnecessary criminal offence data; (j) to process children's data without a lawful basis and appropriate safeguards; (k) to upload malware or malicious attachments; (l) to generate malware, phishing content, scam content or deceptive communications; (m) to bypass security, usage limits, billing controls, workspace restrictions, feature restrictions or access controls; (n) to reverse engineer, attack, misuse or interfere with the AI service, the Service or Joqiva systems; (o) to extract system instructions, secrets, credentials or confidential configuration; (p) to submit instructions or content designed to override Joqiva's safety, validation or product controls; or (q) in any way that breaches the Terms of Service, Acceptable Use Policy, DPA, Privacy Policy, applicable AI service provider terms or this Notice.

Joqiva does not process, collect, hold, transfer, settle, control or transmit money owed by End Customers to Joqiva customers. End Customers pay directly into the Joqiva customer's bank account by bank transfer. Joqiva does not initiate bank transfers, access payment accounts, or instruct banks or payment institutions to move End Customer funds. AI-assisted features do not verify whether money has been received. AI-assisted features do not confirm bank transfers. AI-assisted features do not process End Customer payments. AI-assisted features do not determine whether a payment report is true, complete or reliable. Users must check their own bank account before confirming payment status.

AI-assisted features may process text from emails, forwarded emails, inbound emails or messages where the feature is enabled and the relevant Joqiva customer is authorised to process that content. Joqiva customers are responsible for ensuring that they have the right to forward, submit or process emails and attachments through Joqiva. AI-assisted extraction should not be used to process email or message text that is unrelated to the customer's lawful business workflow. Attachment file contents are not sent to the AI service provider by the current implementation. Limited attachment metadata may be included as described in section 5. Open and click tracking is disabled in Joqiva's current configuration and is not part of AI-assisted enquiry extraction. If Joqiva later introduces a separate email tracking feature, Joqiva will update relevant disclosures and implement any required PECR, privacy and consent requirements before use.

AI-assisted enquiry and customer-detail extraction are workspace workflow features. Customer-facing quote and invoice pages are not intended to call an AI service provider directly. AI-assisted output should not be shown to End Customers as final business content unless a Joqiva user has reviewed, corrected and approved it. If AI-assisted content is used in a quote, invoice, reminder or customer communication, the Joqiva customer remains responsible for the accuracy, fairness, legality and suitability of that content.

Joqiva does not set AI service provider cookies directly on your device for AI-assisted enquiry or customer-detail extraction. AI-assisted enquiry and customer-detail extraction are separate from Joqiva's website and product analytics. Cookies, analytics cookies, browser storage and similar technologies are explained in our Cookie Policy.

Joqiva may change, improve, suspend or discontinue AI-assisted features. We may also change AI models, settings, processing flows or AI service providers from time to time. If we materially change how AI-assisted features process personal data, we will update this Notice, the Privacy Policy, the DPA or the Subprocessors page where appropriate. If we appoint a new AI service provider that processes Customer Personal Data, we will update the Subprocessors page according to the DPA. If we introduce AI processing that makes significant decisions about individuals based solely on automated processing, we will update the relevant legal documents and implement any required lawful basis, safeguards, notices and rights processes before using that processing.

For privacy questions, rights requests or questions about AI-assisted processing, use the privacy, legal or support contact details in the Legal Notice. Joqiva will handle controller-side rights requests under the Privacy Policy. Where Joqiva acts as processor, Joqiva may refer the request to the relevant Joqiva customer or act on that customer's instructions. If your request relates to Customer Personal Data processed by Joqiva on behalf of a Joqiva customer, we may refer your request to that customer or act on that customer's instructions. If you are an End Customer of a business using Joqiva, you should normally contact that business first about your personal data.

Joqiva contact details are maintained in the Legal Notice. The current support contact, privacy contact and legal contact are listed in the Legal Notice.