Privacy Policy
Last updated: August 2026
Humatrix (“Humatrix,” “we,” “us,” or “our”) respects your privacy and is committed to protecting the personal information of individuals who interact with us.
This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when you:
Visit thehumatrix.com and any related websites, subdomains, or landing pages (collectively, the “Website”); apply for a role with Humatrix; contact us or request information, a demonstration, proposal, partnership, or other business engagement; interact with the Humatrix Service Desk, including Website Chat, Email, Telegram, or other supported channels, where Humatrix provides customer support on behalf of one of our Clients; or otherwise communicate with us through our digital channels.
This Policy also explains your rights and choices regarding your personal information.
1. Who We Are
Humatrix is a business process outsourcing (BPO) and customer experience company operating in Nigeria and other markets, providing outsourced customer support, staffing, workforce solutions, and related technology-enabled services to businesses (“Clients”).
Humatrix may act in different capacities depending on the nature of the processing activity, as described further in Section 2 below.
For questions about this Policy or our data practices, please see the Contact Us section below.
2. Scope of This Policy
This Policy applies to:
- Visitors to thehumatrix.com
- Prospective and current job applicants (including anyone who submits a CV through our careers page)
- Prospective and current business Clients and their representatives
- End customers of our Clients who interact with our ServiceHub (Website Chat, Email, or Telegram) where Humatrix acts as a service provider on a Client’s behalf
Where Humatrix processes personal information on behalf of a Client (for example, when handling a Client’s customer support tickets through our ServiceHub), we do so as a service provider / data processor under the Client’s instructions and the Client’s own privacy policy governs that relationship. This Policy addresses Humatrix’s own collection and use of information as described above.
3. Information We Collect
We collect different categories of information depending on how you interact with Humatrix.
- Contact and identity information – name, email address, phone number, company name, and job title, when you contact us, request a demo, or fill out a form on the Website.
- Job application information – name, email, phone number, CV/resume content, area of interest, and any other information you choose to include when you submit a CV through our careers page.
- Support interaction content – messages, attachments, and account details you share when interacting with a Client’s ServiceHub through Website Chat, Email, or Telegram, where Humatrix is providing support on that Client’s behalf.
- Business inquiry information – details you provide when requesting a proposal, partnership, or vendor discussion.
ServiceHub information
When you interact with a Client through the Humatrix ServiceHub, we may process information contained in the customer support interaction, including:
- name and contact details
- messages and enquiries
- attachments or documents you submit
- account or customer information provided by the Client or by you
- complaint or support information
- conversation history
- ticket, case, or reference numbers, where applicable
- conversation status and assignment information
- resolution information
- other information necessary to receive, route, manage, and resolve the support request.
The information processed through the ServiceHub will depend on the Client, the nature of the service, and the information required to resolve the customer’s request.
Information collected automatically
- Usage and device data – IP address, browser type, device type, operating system, pages viewed, referring URLs, and timestamps, collected through cookies and similar tracking technologies when you browse the Website.
- Chat and messaging metadata – timestamps, channel used (Chat, Email, or Telegram), and general interaction data needed to route and resolve a support conversation.
Connected Email and Communication Accounts
Such information may be stored within the systems used to operate the ServiceHub and accessed only by authorized personnel and relevant service providers where necessary. We apply appropriate safeguards to protect it and retain it only for as long as necessary to provide the service, meet contractual or legal requirements, or fulfill legitimate operational needs.
Where a Client connects an email account or other communication channel to the Humatrix ServiceHub, we may access and process messages, attachments, sender/recipient details, timestamps, and related conversation information necessary to provide, manage, route, and resolve customer support requests.
The connected account may be hosted by Google, Microsoft, or another provider. Access is limited to information necessary for the ServiceHub and is handled in accordance with the Client’s instructions and applicable contractual arrangements.
Information from third parties
We may receive personal information from:
- Clients, where Humatrix is engaged to provide customer support or staffing services
- recruitment or workforce partners
- service providers supporting our business operations and
- other third parties where permitted by applicable law
We do not knowingly collect more information than is reasonably necessary for the purposes described in this Policy.
4. How We Use Information
We use the information described above to:
- Operate, maintain, and improve the Website and our ServiceHub
- Respond to inquiries, demo requests, and partnership discussions
- Review and respond to job applications and CV submissions
- Provide customer support services to end customers on behalf of our Clients, across Website Chat, Email, and Telegram
- Route conversations between our AI-driven chatbot and certified human agents, and maintain conversation history so a customer does not need to repeat themselves across channels
- Monitor and improve service quality, including QA scoring and agent calibration
- Comply with legal, regulatory, and contractual obligations
- Detect, investigate, and prevent fraud, abuse, or security incidents
We do not sell personal information, and we do not use personal information collected through Client ServiceHub engagements for our own independent marketing purposes.
5. aI-assisted services
Humatrix may use artificial intelligence and automated technologies as part of our ServiceHub and customer support operations.
Depending on the configuration of a particular service, these technologies may assist with:
- responding to routine enquiries
- categorizing or routing conversations
- generating suggested responses
- identifying or organizing customer requests
- supporting agents with information
- improving operational efficiency and service quality
Where appropriate, an interaction may be transferred to, reviewed by, or handled by a human support agent.
Humatrix does not rely solely on automated systems to make decisions that produce legal or similarly significant effects on individuals unless permitted by applicable law and appropriate safeguards are in place.
Where Humatrix processes personal information through AI or other technology providers on behalf of a Client, such processing will be subject to the applicable Client instructions, contractual arrangements, and applicable law.
6. Legal Basis for Processing (where applicable)
Where applicable data-protection law requires a lawful basis for processing personal information, Humatrix may rely on one or more of the following, depending on the circumstances:
- Consent – Where we have obtained valid consent for a specific processing activity and consent is the appropriate lawful basis.
- Contract or steps at your request– Where processing is necessary to perform a contract with you or to take steps at your request before entering into a contract.
- Legitimate interests – Where processing is necessary for legitimate business purposes, such as maintaining Website security, responding to enquiries, improving our services, or managing our operations, provided that those interests are not overridden by applicable rights and interests.
- Legal obligation – Where processing is necessary to comply with applicable law, regulation, legal process, or other legal requirements.
7. How We Share Information
We do not sell personal information. We may share information with:
- Service providers who perform functions on our behalf, such as website hosting, analytics, email delivery, and chatbot/AI infrastructure providers, under contractual confidentiality and data protection obligations
- Clients, where information relates to a support interaction handled on that Client’s behalf
- Professional advisors, such as legal, accounting, or compliance advisors, where necessary
- Regulators or authorities, where required by applicable law, regulation, legal process, or governmental request
- A successor entity, in the event of a merger, acquisition, financing, or sale of business assets, subject to standard confidentiality protections
Any third party that receives personal information from us is only permitted to use it for the specific purpose for which it was shared.
8. Cookies and Tracking Technologies
The Website may use cookies and similar technologies to:
- Remember preferences and Website settings
- Understand how visitors use the Website, so we can improve it
- Support the functioning of Website Chat
You can control cookies through your browser settings. Disabling certain cookies may affect some Website functionality, including chat features. Where required by applicable law, we honor recognized browser-based opt-out signals, such as Global Privacy Control (GPC).
9. Data Retention
We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including to meet legal, regulatory, contractual, or legitimate business needs. Retention periods vary depending on the type of information and the purpose for which it was collected. For example:
- CV submissions are retained so we can consider you for future roles that match your background, and may be deleted upon request
- Support interaction records are retained according to the applicable Client’s instructions and our contractual agreement with that Client
10. Data Security
We use reasonable administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, disclosure, alteration, or destruction. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
11. International Data Transfers
Humatrix operates in Nigeria and may work with Clients, service providers, and technology partners located in other countries.
As a result, personal information may be transferred to, stored, or processed in a country other than the country where it was originally collected.
Where personal information is transferred across borders, we take appropriate steps to ensure that the transfer is conducted in accordance with applicable data-protection law and that appropriate safeguards are used where required.
12. Your Rights and Choices
Depending on your location, you may have rights including the right to:
- Access the personal information we hold about you
- Correct inaccurate or incomplete information
- Request deletion of your personal information
- Object to or restrict certain processing
- Withdraw consent, where processing is based on consent
- Receive a copy of your information in a portable format
Nigerian residents may exercise rights available under the Nigeria Data Protection Act, including access, correction, and deletion requests, subject to applicable exceptions.
To exercise any of these rights, contact us using the details in the Contact Us section below. We may need to verify your identity before responding.
13. Children’s Privacy
The Website and our services are not directed to children, and we do not knowingly collect personal information from children under the age of applicable consent in their jurisdiction. If you believe a child has provided us with personal information, please contact us so we can address it.
14. Third-Party Links and services
The Website and our digital services may contain links to or integrations with third-party websites, applications, communication platforms, or other services.
These third-party services may have their own terms and privacy policies.
Humatrix does not control the privacy practices of third parties and is not responsible for their independent handling of personal information.
We encourage you to review the applicable privacy policies before providing personal information directly to a third-party service.
15. Changes to This Policy
We may update this Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The “Last updated” date at the top of this Policy indicates when it was last revised. Material changes will be communicated as appropriate.