Privacy notice

If you are a shop's customer and wrote to it on WhatsApp, Messenger or Instagram, you are not a Twinom user and have agreed to nothing with us. You wrote to the shop. The shop is the controller of your data; Twinom processes it on the shop's behalf, under its contract with the shop. You can send requests about your data to the shop or to us — we pass them on.

If you are the owner of a shop that uses Twinom, we hold your account data as a controller, to provide the service and to invoice.

For the shop's customers:

• the channel identifier — on WhatsApp this is your phone number; on Messenger and Instagram an identifier that only means something within that channel;
• your profile name, when the channel sends one;
• the text of every message you write to the shop, and the replies you receive;
• the photographs you send;
• your name, phone and delivery address, if you place an order.

For shop owners: name, phone, email, the business's registered address and fiscal number, and a sign-in account (email and a hashed password).

For people who fill in the contact form on this site: name, shop name, phone, email and the message. No IP address is stored.

• to answer your messages on the shop's behalf, from its prices and stock;
• to record an order you confirm;
• to hand the conversation to a person at the shop when the agent cannot help;
• to tell the shop owner that a conversation needs them;
• for the shop's statistics — counts, with no personal data in them.

Your data is not used by us to train artificial-intelligence models and is not sold to anyone.

Five third parties, to very different extents:

• Meta Platforms (WhatsApp, Messenger, Instagram) — everything, because the message was sent through their platform;
• Anthropic (the AI model that writes the replies) — the message text, the shop's information and the products a search returned, because there is no reply without them;
• Resend (email) — the owner's email address, your name, the channel and why the agent stopped. Your message is not sent by email;
• Supabase — the database and sign-in;
• Hetzner (Germany) — the servers, the photographs and the backups.

Data is stored in the European Union (Hetzner, Germany; Supabase, EU region). Anthropic and Meta also process data outside the EU under their own terms.

• Conversations and messages: 12 months from the last message, then anonymised automatically — the text, linked photographs, name, phone and channel identifier are removed; only counts remain.
• Orders: the name, phone and delivery address on an order are kept for as long as the shop is legally required to keep it (invoices and the tax authority refer to it). They are not deleted automatically.
• Photographs: remain in storage after the conversation is anonymised, until removed by the retention rule. We say so because that is how it is today.
• Backups: 30 days. An anonymised message may exist in a backup for up to 30 days afterwards.
• The owner's account and invoices: for the length of the relationship, plus the legal retention periods for financial documents.

You can ask for your history with a shop to be deleted. Send the request to the shop or to info@twinom.io, saying which shop and which number or account. We carry out the deletion by hand and reply within 30 days.

Deletion removes every conversation of yours with that shop, including an open one, and your name, phone and identifier. It does not touch orders already placed (see section 5) and cannot remove what Meta holds on its own platform.

If you connected your Facebook or Instagram account to Twinom as a shop owner and remove the app from your Facebook settings, the channel is disconnected and the access token becomes invalid. To have the data linked to that account deleted, write to the address above.

Under Law No. 06/L-082 on Protection of Personal Data of the Republic of Kosovo you may request access to your data, its correction, deletion or restriction of processing, and object to processing. Requests go to the shop or to us; complaints to the Information and Privacy Agency.

• each shop's data is separated at the database level, and one shop cannot see another's;
• channel credentials are stored encrypted and are never displayed;
• photographs are kept in a private store; a link to view one is valid for minutes;
• system logs carry identifiers, not message content;
• every connection to every service is encrypted.

When this notice changes, the date at the top is updated. Shop owners are told of material changes by email.