Privacy Policy

Summary

• Messages from your customers are used only to run the automations and inbox that you configure.
• We never sell data and never use it for advertising.
• You can delete any contact, disconnect any account, or delete everything at any time.

1. Data we collect

Your account

• Name, mobile number and email of you and your team members
• Business name and billing details for invoices
• Sign-in records: time, IP address and device type

Data received from Meta (Instagram, Facebook Pages, Messenger, WhatsApp)

When a business connects an account through Facebook Login, we receive only what the granted permissions allow:

• instagram_basic / pages_show_list: the Instagram professional account and Facebook Page you choose to connect: ID, username, name, profile picture and follower count.
• instagram_manage_messages: direct messages sent to your business account, so they appear in your inbox and your automations can reply.
• instagram_manage_comments: comments on your own posts, so you can reply, hide or send a private reply.
• instagram_content_publish / instagram_manage_contents: used only when you schedule a post; we publish, and optionally delete, the media you chose.
• pages_manage_metadata / business_management: to subscribe your Page to webhooks and list the Pages you manage.
• Access tokens are encrypted with AES-256-GCM. We never see or store your Facebook or Instagram password.

Your customers

• Message text across connected channels (Instagram DMs and comments, Messenger, WhatsApp, bots, website chat)
• Public display name, username and profile picture
• A phone number only if the customer shares it with a button or in a form

2. How we use it

• Providing the service: showing conversations in the inbox and running the automations the business built.
• Reports: aggregate statistics about response volume and quality.
• Support: limited, logged access with a recorded reason.

Data is never used to train general AI models. If a business enables AI replies, the message text is sent to the model provider only to generate that reply.

3. Retention

• Messages and conversations: up to 24 months
• Raw webhook events: 14 days
• Sign-in and audit records: 12 months
• Invoices: 10 years, as required by tax law

4. Sharing

We do not sell data. It is shared only with:

• The messaging platforms you connected (Meta, Telegram, etc.), to send and receive messages
• SMS provider (mobile number and verification code only) and payment gateway (amount and invoice number only)
• The AI model provider, only if you enable AI replies
• Authorities, only under a valid legal order

5. Security

• Access tokens encrypted with AES-256-GCM, bound to each business
• Database-level tenant isolation (PostgreSQL Row-Level Security and tenant-scoped foreign keys)
• Passwords hashed with argon2id; TLS on every connection
• Every staff access to customer data is logged with a reason; mandatory two-factor sign-in for our admins

6. Data deletion

• Through Facebook or Instagram: remove Shop ONE under Settings → Apps and Websites and choose to delete your data. Facebook sends us a signed request; we immediately disconnect every account you connected, destroy the access tokens, delete all their conversations and messages, and erase contacts that have no other conversation. You receive a confirmation code and a status page at /data-deletion/<code>.
• Removing the app only (without a deletion request) disconnects the accounts and destroys the tokens at once; messaging stops immediately.
• Inside Shop ONE: Settings → Channels → Disconnect revokes the token and webhook; any contact can be fully erased from their profile; Settings → Danger zone deletes the whole business after a 7-day grace period.
• Customers who messaged a business: ask that business, or email us below; the data is deleted within 30 days.

7. Contact

Privacy questions or requests: onechatapp@gmail.com. We reply within 7 business days.