Privacy Policy

01Who we are

TorMoose (“TorMoose”, “we”, “us”) is an AI assistant that answers customer messages for businesses on Facebook Messenger. TorMoose is operated by TorMoose Ltd, a private limited company registered in Bangladesh, at Ta-203, South Badda, Dhaka, Bangladesh.

This policy explains what data we collect, how and why we use it, who we share it with, how long we keep it, and how anyone can ask us to delete it. It covers our website, the waitlist, the TorMoose dashboard, and the assistant that replies on a connected Facebook Page.

02Two kinds of people, two roles

We handle data for two groups, and our responsibility differs for each:

• Shops — business owners and their team members who sign up, connect a Facebook Page and use the dashboard. For their account data we decide how it is used: we are the controller.
• Shoppers — people who send a message to a shop's Facebook Page. We process their messages on behalf of that shop and only to answer them for that shop: for this data we act as a processor. The shop is responsible for telling its customers that it uses an automated assistant.

Whichever group you are in, you can ask us to delete your data — see How to delete your data.

03Data we receive from Meta (Facebook)

TorMoose connects to Facebook through Facebook Login and the Messenger Platform. When a shop owner connects a Page, they grant us the permissions below. We receive only the data these permissions allow, and use it only for the purpose listed.

The owner's personal Facebook login token is used once, during connection, to fetch the Page token and is not stored. The Page access token is stored on our servers, encrypted at rest, and is never sent to a browser. We do not access a Page's posts, comments, ads, insights or followers, and we do not receive the friends list or contact details of anyone on Facebook.

04Other data we collect

From shops

• Waitlist and contact details — email, name, shop or Page name, Page link, business type, plan interest, and anything you write to us.
• Account data — login email, password (stored hashed by our authentication provider), team members and their roles.
• Business content you give the assistant — products or menu items, prices, stock, photos, policies, delivery options, branch details, opening hours, promotions, files you upload, and personality and tone settings.
• Billing data — plan, billing period, invoices and payment status. Card details are handled by Stripe; mobile-wallet and bank payments are recorded with the transaction reference only. We never store full card numbers.
• Usage data — dashboard activity, message volume against your plan, and technical logs (IP address, browser, timestamps) used for security and debugging.

From shoppers, on a shop's behalf

• Messages to and from the shop's Page. For images, we keep the link Facebook provides rather than a copy of the image.
• Order and delivery details the shopper chooses to share in the chat — for example name, phone number, delivery address, items and sizes ordered.
• Records the assistant creates — orders, complaints, feedback, requests to talk to a person, and questions it could not answer, which the shop sees in its dashboard.

05How we use data

• To provide the service — reply to shoppers on the shop's behalf, look up products and stock, take orders, pass conversations to the shop's team, and show the shop its conversations, orders and reports.
• To run accounts — manage the waitlist and invites, onboard shops, provide support, and send service emails (invites, password resets, billing and important changes).
• To bill for plans and enforce message limits.
• To keep TorMoose secure — prevent abuse and spam, and investigate problems.
• To improve TorMoose — using aggregated statistics such as how often the assistant could not answer. We do not use one shop's conversations to serve or train anything for another shop.

We send marketing email only with consent, and every such email has an unsubscribe link.

06How the AI uses your data

To write a reply, TorMoose sends the recent part of a conversation (including any image the shopper attached), together with the shop's business content and settings, to an AI model provider and receives the generated text back. Product search uses numerical representations (“embeddings”) of the shop's catalog, which contain no shopper data.

• We use only paid, business API services. Under their terms, the providers do not use the data we send to train their models, and keep it only for a limited period for abuse monitoring.
• We do not use your data to train AI models ourselves.
• Replies are automated and can be wrong. Shops can read every conversation, take over a chat at any time, and are responsible for confirming orders.
• The assistant does not make decisions that have legal or similarly significant effects on anyone. It answers questions and records requests; people at the shop decide on orders, refunds and complaints.

07What we never do with Facebook data

We use data we receive from Meta only to provide TorMoose to the shop that connected its Page, in line with Meta's Platform Terms. We do not:

• sell, rent or license it, or buy Facebook data from anyone;
• use it for advertising, ad targeting or measurement;
• build profiles of people across different shops, or combine one shop's customer data with another's;
• use it to make decisions about anyone's eligibility for housing, employment, insurance, education, credit or government benefits;
• use it to discriminate against anyone, or for surveillance;
• share it with anyone other than the service providers listed below, who may use it only to provide their service to us.

08Who we share data with

We share data only with service providers that help us run TorMoose. Each is bound by written terms to use the data only to provide its service to us and to keep it secure.

We may also disclose data if required by law or a valid legal order, to protect the rights and safety of users or the public, or as part of a merger or sale of the business — in which case shops will be told in advance and this policy will continue to apply.

09Where data is stored

Our main database is hosted in Singapore. Some providers above process data in the United States and other countries. Wherever data is processed, it stays covered by this policy and by the providers' written data-protection terms.

10How long we keep data

• Shopper conversations and related records — deleted automatically 24 months after the last message in a conversation, or sooner if the shop or the shopper asks, or when the shop's account is closed.
• Page access token — until the shop disconnects its Page, removes TorMoose from Facebook, or closes its account, then deleted immediately.
• Shop account and business content — while the account is active, then deleted within 30 days of closure.
• Billing records — as long as Bangladeshi tax and accounting law requires.
• Waitlist entries — until you join, ask to be removed, or 12 months after launch, whichever comes first.
• Technical logs — up to 90 days.

11How to delete your data

Anyone can ask us to delete their data, free of charge. Full steps are on our Data deletion page. In short:

• If you messaged a shop — ask the shop, which can delete your conversation and details from its dashboard, or email business@tormoose.com with the name of the Page you messaged and your name on Facebook.
• If you connected a Page — remove TorMoose in Facebook under Settings & privacy → Settings → Business integrations (or Apps and websites). Removing it stops TorMoose at once and we delete the Page token. To also have the conversation data deleted, send a deletion request from the same screen: we delete it automatically, and Facebook gives you a confirmation code and a link to check its status.
• If you have a shop account — delete a customer's data, products and other records in the dashboard at any time, or ask us to close the account.

We complete deletion within 30 days and confirm it to you. Deleted data may remain in encrypted backups for up to 30 more days before they are overwritten; backups are used only for disaster recovery.

12Security

Data is encrypted in transit (HTTPS) and at rest by our hosting providers. Database access is restricted so each shop can reach only its own data, and privileged operations run only on our servers. Every message Facebook sends us is checked against Meta's signature before we process it. No system is perfectly secure; if we learn of a breach that affects you, we will tell affected shops without undue delay.

13Your rights

Subject to applicable law, you can ask us to:

• Access the personal data we hold about you;
• Correct data that is wrong or incomplete;
• Delete your data;
• Export your data in a common, machine-readable format;
• Restrict or object to some kinds of processing;
• Withdraw consent where we rely on it, such as for marketing email.

Email business@tormoose.com or use the contact form. We may ask you to confirm your identity, and we reply within 30 days. If you are a shopper, we may involve the shop you messaged, since it controls that data. If you are unhappy with our answer, you can also complain to the data-protection authority where you live.

14Children

TorMoose is a business tool and is not directed at children. Shop accounts are for people aged 18 or over. We don't knowingly collect data from children under 13; if you believe a child has given us data, contact us and we will delete it.

15Cookies

We use only the cookies needed to keep you logged in and the site secure. We don't use advertising cookies or third-party tracking.

16Governing law

This policy is governed by the laws of Bangladesh. Where you are located elsewhere, we will honour any additional rights your local law gives you.

17Changes and contact

We will post any changes here and update the date at the top. Material changes will be emailed to shops at least 14 days before they take effect. Questions about privacy: business@tormoose.com, or write to TorMoose Ltd, Ta-203, South Badda, Dhaka, Bangladesh.