Privacy Policy

1. Who This Applies To

This policy covers two groups of people:

• Sellers — businesses and individuals who create a SellerSideKick account to run their customer service.
• Buyers — the seller's customers, whose messages the Customer Service Agent reads and replies to on the seller's behalf.

If you are a buyer messaging a shop that uses SellerSideKick, your conversation is collected and processed on behalf of that seller, who is responsible for their own use of your data. Questions about a specific shop's practices should go to that shop first.

2. Information We Collect

• Account & business information — your name, email, phone number, shop name, business type (individual or company), and billing details when you create an account.
• Customer conversations — messages exchanged between you (or your AI agent) and your buyers across connected channels: LINE, Facebook, Instagram, Shopee, Lazada, and TikTok Shop (beta), including message text, timestamps, and attachments.
• Product & order data — your product catalog, pricing, stock levels, promotions, and order history, synced from your connected marketplaces or entered directly.
• Shop knowledge — the playbook, FAQ, policies, and answers you provide to configure your Customer Service Agent and Shop Assistant, including answers you give the Shop Assistant to open questions it surfaces.
• Payment data — processed by our payment provider, Stripe. We do not store your full card number.
• Usage & technical data — log data, device and browser information, and cookies described in Section 11.

Data we receive from Meta (Facebook and Instagram)

• Facebook Login — if you sign in with Facebook (permissions public_profile and email): your Facebook user ID, name, email address, profile picture link, and the access token Facebook issues.
• Facebook Page connection — if you connect a Page (permissions pages_show_list, pages_messaging, and pages_manage_metadata): your Facebook user ID, your Facebook user access token, and the permissions you granted; and for the Page you connect, its ID, name, and Page access token, which we use to receive and send Messenger messages and to subscribe the Page to our webhook. While you choose a Page we also read each Page's category and your tasks on it; these are not kept after you finish.
• Instagram connection — if you connect an Instagram professional account (permissions instagram_business_basic and instagram_business_manage_messages): the account ID, username, and name, and the access token, which we refresh periodically to keep receiving and sending Instagram messages.
• People who message a connected Page or Instagram account — the ID Meta assigns to that person for the Page or account, their first name, their profile picture (a link for Facebook; for Instagram we store a copy of the image), and the messages exchanged with the shop (text, attachments, button or menu selections, and timestamps).

Section 3 explains why we process each of these.

3. How We Use Information

• Operate the Customer Service Agent — reading buyer messages, searching your catalog, answering questions, building baskets, and creating orders on your behalf.
• Operate the Shop Assistant — carrying out tasks you delegate, running scheduled reports, and turning your answers into shared shop knowledge.
• Provide the seller dashboard, manage your account, and process billing.
• Communicate with you about the Service, including support and service updates.
• Maintain security, detect abuse, and comply with legal obligations.

Why we process data we receive from Meta

• Facebook Login data (ID, name, email, profile picture, access token) — to sign you in, to create your account and fill in its name, email, and picture, and to link your Facebook sign-in to an existing account with the same email. We do not use the access token to read anything else from your Facebook account.
• Page connection data (your Facebook user ID and user access token, granted permissions, and the Page's ID, name, category, your tasks, and Page access token) — to list the Pages you manage so you can choose which to connect, to offer only the Pages you are allowed to message from, to check the permissions the connection needs, to subscribe the connected Page to our webhook, and to receive and send Messenger messages for your shop. The user access token is stored encrypted and used only to complete the connection.
• Instagram account data (ID, username, name, access token) — to identify the connected account, route its incoming messages to the right shop, send replies, and keep the connection working by refreshing the token before it expires.
• Data about people who message a shop (Meta-assigned ID, first name, profile picture, messages and selections) — to show the conversation in the shop's inbox, to keep a customer record so the shop can recognise returning customers, to send the shop's or the AI agent's replies to the right person, to generate those AI replies (see Section 4), and to create support tickets when a conversation needs a human.

We do not use your data — including data from Meta — for advertising, profiling, or any purpose other than those listed above, and we do not sell personal data to third parties.

4. AI Processing

SellerSideKick is built on AI. Buyer messages and your shop knowledge are processed by AI models — including third-party AI model providers under contract with us — to generate replies and carry out delegated tasks. The Customer Service Agent is designed to answer only from the information you've provided and to hand off to a human agent when a conversation needs one; the Shop Assistant is designed to ask for your approval before taking any action we classify as sensitive. Neither is infallible — AI-generated output can be wrong, and you remain responsible for reviewing anything consequential before relying on it. AI processing may involve transferring message content to providers located outside Thailand; where this happens, we require providers to protect that data under contractual safeguards.

5. How We Share Information

• Connected marketplaces & channels — LINE, Meta (Facebook/Instagram), Shopee, Lazada, and TikTok Shop, solely to send and receive messages and orders on your behalf.
• Service providers — cloud hosting, database, and storage providers (including DigitalOcean Spaces for media), our AI model providers, and Stripe for payments — each bound by confidentiality and data-processing obligations.
• Legal requirements — when required by law, regulation, or a valid legal process.

We do not sell, rent, or trade your data.

6. Data Storage & Security

Data is transmitted over HTTPS and stored on secured cloud infrastructure with access controls limiting who can reach it. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

7. Data Retention

We retain your data for as long as your account is active, and for a reasonable period after to meet legal, accounting, or dispute-resolution needs. You may request deletion of your data at any time — see Section 8.

8. How to Request Data Deletion

Anyone can ask us to delete their data — sellers, and buyers who messaged a shop through Facebook, Instagram, or another connected channel. You do not need an account. To request deletion:

1. Email team@kuztom.ai with the subject "Data deletion request".
2. If you messaged a shop, tell us the channel you used (for example Facebook or Instagram), the name of the shop or Page, and the name shown on your profile so we can find your conversation.
3. If you have a SellerSideKick account, or signed in with Facebook, include the email address on your account.
4. If you messaged a shop, we delete your customer record, the conversation history stored against it, and the support tickets created from those messages.
5. If you have an account, we delete your account and the data stored under it — your profile, connected-channel tokens, shops, products, orders, and conversations — except records we must keep to meet legal or accounting obligations (see Section 7).
6. We reply to the address you wrote from once the deletion is done.

Disconnecting a channel in Settings stops new messages from arriving, and removing SellerSideKick from the Apps and Websites section of your Facebook settings stops it reaching your Facebook account — but neither deletes data we already hold. Messages you sent to a shop arrive through that shop's own connection, so removing the app from your settings does not affect them. Email us to have any of this deleted. Step-by-step instructions are also available on our data deletion instructions page.

9. Your Rights

Under Thailand's Personal Data Protection Act (PDPA) and similar laws, you may have the right to access, correct, or delete your personal data, withdraw consent, object to certain processing, and lodge a complaint with the relevant data protection authority. To exercise any of these rights, contact us using the details in Section 13.

10. Children's Privacy

The Service is intended for business use by sellers and is not directed at children under 13. We do not knowingly collect data from children.

11. Cookies

We use essential cookies to keep you signed in and remember your preferences. We do not use cookies for third-party advertising.

12. Changes to This Policy

We may update this policy from time to time. Material changes will be posted on this page with an updated date. Continued use of the Service after a change constitutes acceptance of the revised policy.

13. Contact Us

Questions about this policy, or requests to access or delete your data: