Privacy Policy

We collect information that you provide directly, information generated through your use of the Platform, and information from third-party sources.

Information You Provide:

• Account registration details (name, email address, password)
• Store information (store name, description, branding)
• Product listings (images, descriptions, pricing)
• Payment and billing information (processed by third-party payment providers)
• Communications with customer support
• Customer information you collect through your store

Information Automatically Collected:

• Device information (IP address, browser type, operating system)
• Usage data (pages visited, features used, time spent)
• Location data (approximate location based on IP address)
• Cookies and similar tracking technologies
• Log files and analytics data

Information from Third Parties:

• WhatsApp and Instagram, through Meta, if you connect your accounts (see section 4)
• Payment processors and financial institutions
• Analytics and marketing service providers

We use collected information for the following purposes:

• Service Delivery: To create and manage your account, process transactions, and provide core Platform functionality
• Communication: To send account notifications, respond to inquiries, and provide customer support
• Improvement: To analyze usage patterns, develop new features, and enhance user experience
• Security: To detect and prevent fraud, abuse, and unauthorized access
• Marketing: To send promotional materials and updates (with your consent where required)
• Legal Compliance: To comply with applicable laws, regulations, and legal processes
• Analytics: To understand how users interact with the Platform and measure effectiveness
• Store Assistant: To run the optional AI store assistant and, if you connect WhatsApp or Instagram, to reply to your customers on your behalf (see section 4)

We do not sell, rent, or trade your personal information. We may share your information in the following circumstances:

• Service Providers: With trusted third-party vendors who perform services on our behalf (hosting, analytics, payment processing, email delivery), including Google Cloud and Firebase (hosting and databases), Meta (WhatsApp and Instagram messaging) and Anthropic (the AI model behind the store assistant)
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• Legal Requirements: When required by law, court order, or government request
• Protection: To protect our rights, property, safety, or that of our users
• With Your Consent: When you explicitly authorize us to share your information
• Public Information: Content you make publicly visible through your store is accessible to anyone

Unlabelled includes an optional store assistant that helps merchants run their store and, if they connect WhatsApp Business or Instagram, replies to their customers' messages. This section explains the data involved.

What we access when you connect an account:

• WhatsApp Business (connected through Meta's signup, using your Facebook login): your WhatsApp Business account and phone number details, the messages customers send to your number and the replies sent from it. If you connect a number you also use in the WhatsApp Business app, we receive a one-time copy of your contacts' names and keep up to the last 90 days of your chats (at most the 30 most recent messages per contact), so the assistant has context.
• Instagram (connected with Instagram login): your account's ID, username, name and account type; your posts with their captions and images, to import products when you ask; the direct messages customers send to your account and the replies; and the comments on your posts and the replies to them.

We request only the permissions these features need, and we store the access tokens Meta gives us encrypted.

How we use it: to show your customer conversations in the app; to reply to customers on your behalf, unless you switch automatic replies off; to tell you when a customer needs you; to send the replies you write or approve; to import products from your Instagram posts; to reply to comments; and to give you reports and reminders about your store. We do not use this data for advertising, we do not sell it, and we do not use it to build profiles of your customers.

AI processing by Anthropic: the store assistant is powered by Claude, an AI model provided by Anthropic, PBC. To answer you or your customers, we send Anthropic the content needed for that answer: the message being answered and the recent messages in that conversation, the store details and notes the assistant needs (such as products, prices, order status and the instructions you save), and, for imports, post captions and images. Anthropic processes this content as our service provider, only to generate the response, under commercial terms that do not allow it to use the content to train its models. AI replies can be wrong: you can read every conversation, switch automatic replies off for any conversation or channel, and confirm changes to your store before they happen.

If you message a store that uses Unlabelled: your messages, your WhatsApp number or Instagram account ID, and your profile name are processed to reply to you on that store's behalf, and are visible to that store. The store decides how its conversations are handled; you can contact the store, or us, about your data.

Retention and deletion:

• Conversations and the assistant's saved notes are kept in the store's account, so the merchant can see them and the assistant has context, until the merchant closes the account or asks us to delete them.
• Disconnecting WhatsApp or Instagram in the assistant settings stops new messages and deletes the access tokens straight away. Removing Unlabelled from your Instagram account's settings does the same.
• If you ask Meta to delete the data Unlabelled received from your Instagram account, Meta sends us the request and we delete the Instagram conversations and comments we hold for that account. Meta shows you a confirmation code and a link where you can check that the deletion is done.
• You can also ask us to delete any of this data at support@unlabelled.site.

We use cookies, web beacons, and similar technologies to enhance your experience and collect usage information.

Types of Cookies We Use:

• Essential Cookies: Required for basic Platform functionality
• Functional Cookies: Remember your preferences and settings
• Analytics Cookies: Help us understand how users interact with the Platform
• Marketing Cookies: Used to deliver relevant advertisements

You can control cookies through your browser settings. Note that disabling certain cookies may limit Platform functionality.

We implement reasonable technical, administrative, and physical safeguards to protect your information from unauthorized access, disclosure, alteration, or destruction.

Our security measures include:

• Encryption of data in transit and at rest
• Regular security audits and vulnerability assessments
• Access controls and authentication mechanisms
• Secure data storage and backup procedures
• Employee training on data protection practices

However, no security system is impenetrable. We cannot guarantee absolute security of your information. You're responsible for maintaining the security of your account credentials.

We retain your information for as long as necessary to provide services, comply with legal obligations, resolve disputes, and enforce our agreements.

When you close your account, we'll delete or anonymize your personal information within a reasonable timeframe, except where we're required to retain it for legal, tax, or regulatory purposes.

Depending on your location, you may have the following rights regarding your personal information:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information
• Portability: Request transfer of your data to another service
• Restriction: Request limitation on how we process your information
• Objection: Object to certain types of processing
• Opt-out: Unsubscribe from marketing communications

To exercise these rights, contact us at support@unlabelled.site. We'll respond to your request within the timeframe required by applicable law.

Unlabelled is not intended for users under 18 years of age. We do not knowingly collect personal information from children.

If we discover that we've collected information from a child under 18, we'll delete it immediately. If you believe we've collected information from a child, please contact us.

Your information may be transferred to and processed in countries other than your country of residence. These countries may have different data protection laws.

When we transfer data internationally, we implement appropriate safeguards to ensure your information remains protected in accordance with this Privacy Policy.

The Platform may contain links to third-party websites or services. We're not responsible for the privacy practices of these external sites.

We encourage you to review the privacy policies of any third-party sites you visit. This Privacy Policy applies only to information collected by Unlabelled.

If you collect personal information from your customers through your Unlabelled store, you're responsible for:

• Obtaining appropriate consent from your customers
• Complying with applicable data protection laws
• Maintaining your own privacy policy
• Securing customer information you collect
• Handling customer data requests and complaints

We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, or business operations.

Material changes will be communicated via email or through a prominent notice on the Platform. The "Effective Date" at the top of this document indicates when the policy was last updated.

Continued use of the Platform after changes take effect constitutes acceptance of the updated Privacy Policy.