Privacy policy

This Policy explains what personal data NovaLine (the “Provider”, “we”) receives through this website, why we use it, who we may share it with and what rights you have. It is prepared under the Law of Ukraine “On Personal Data Protection”.

Data of existing subscribers is also governed by the public offer agreement and the terms of the account area at stat.novaline.net.

1. What data we receive

Connection or service request: name, phone number, address (locality, neighbourhood, street), request topic and message text.
Callback request: phone number.
Questions to the online assistant: the text of your chat messages. Please do not share your phone, address or other personal data in the chat.
Technical data: IP address and browser data received by the server automatically. We use the IP address only to protect forms from abuse and do not store it with requests.

2. Why we use it

to contact you, check whether a connection is possible and set up the service;
to handle fault reports and consultations;
to answer questions in the online assistant;
to protect the website from spam and automated attacks.

We do not send marketing messages without separate consent and never sell your data.

3. Legal basis

We process data based on the consent you give by submitting a form on the website, and to take steps related to concluding and performing a service agreement. You may withdraw consent at any time by writing to us.

4. Who we share data with

NovaLine staff handling requests: new request notifications are delivered to the support team’s work Telegram chat.
OpenAI (USA) — only the text of messages you send to the online assistant, to generate a reply. Contact details from forms are never sent to the assistant. Under OpenAI’s terms, data sent via the API is not used to train models.
OpenStreetMap — the coverage map loads map tiles from their servers, which receive your IP address.
Hosting providers running the website’s servers.
Public authorities — only where required by law.

5. Retention

Requests are kept as long as needed to handle them and provide services, but no longer than 3 years after the last contact.
Assistant chat history is kept only in your browser until the tab is closed; it is not recorded on our servers.
Technical anti-abuse records are deleted automatically within a day.

6. Cookies and local storage

The website uses no advertising or analytics cookies. Your browser’s local storage may keep only technical settings: the radio player volume and the assistant chat history for the current tab. You can clear them in your browser settings.

7. Your rights

Under Article 8 of the Law of Ukraine “On Personal Data Protection” you have the right to:

know what data we process, for what purpose and who receives it;
access your data;
have inaccurate data corrected or deleted;
withdraw your consent;
object to processing;
complain to the Ukrainian Parliament Commissioner for Human Rights or to a court.

To exercise these rights, write to support@novaline.net.ua. We reply within 30 calendar days.

8. Data security

The website works only over secure HTTPS. Requests are accessible only to authorised staff, and service access keys are kept on the server only.

9. Contacts

For personal data questions, contact support@novaline.net.ua or call +38 (098) 506 06 09.

10. Changes

We may update this Policy. A new version takes effect when published on this page.

Version of 27 September 2026.