Privacy Policy

Information from Business Users (Merchants)

When you sign up for Sunder as a business, we collect:

• Account Information: Your name, email address, business name, and Instagram account details.
• Product Catalog Data: Product information you upload to our platform, including product names, descriptions, pricing, availability, SKUs, and other catalog attributes.
• Instagram Business Account Data: With your authorization, we access your Instagram Professional Account through the Instagram Messaging API, including your account ID and profile information necessary to provide our services.

Information from Instagram Conversations

When a business connects their Instagram account to Sunder, we process:

• Direct Messages: The content of direct messages exchanged between the business's Instagram account and its customers, received through the Instagram Messaging API. This includes text messages and any media shared within conversations.
• Conversation Metadata: Timestamps, message sender and recipient identifiers, and conversation thread identifiers.
• Customer Interaction Data: We process the Instagram user ID and message content of customers who send direct messages to a Sunder-connected business account. We do not independently collect personal information about these end users beyond what is contained in the messages.

Automatically Collected Information

• Usage Data: How merchants interact with the Sunder dashboard, including feature usage, analytics views, and configuration changes.
• Technical Data: Browser type, device information, IP address, and log data necessary for platform operation and security.

We use the collected information for the following purposes:

• Automated Message Responses: We process incoming Instagram direct messages through our AI pipeline to generate relevant, accurate responses based on the merchant's product catalog and business information.
• Analytics and Insights: We analyze conversation data to provide merchants with aggregated insights about customer inquiries, popular products, response times, and conversation trends.
• Product Retrieval: We use product catalog data to match customer inquiries with relevant product information through our retrieval system.
• Platform Improvement: We use aggregated, de-identified usage data to improve our platform's performance, accuracy, and features.
• Customer Support: To respond to your inquiries and provide technical support.

We do not use Instagram data to:

• Build or augment user profiles for advertising purposes.
• Sell data to third parties.
• Target advertising to Instagram users.
• Contact Instagram users directly on behalf of any party other than the connected business.

When a customer sends a direct message to a Sunder-connected Instagram business account:

1. The message is received by our platform through the Instagram Messaging API.
2. The message content is processed by our AI system to understand the customer's intent and match it against the merchant's product catalog.
3. A response is generated and sent back through the Instagram Messaging API on behalf of the business.
4. Conversation data is stored securely for analytics and to maintain conversation context.

Our AI processing involves the use of third-party language model providers (see "Third-Party Services" below).

• Storage: All data is stored on secure, encrypted servers. Conversation data and product catalogs are stored in databases with encryption at rest and in transit.
• Access Controls: Access to data is restricted to authorized personnel and systems on a need-to-know basis. Merchant data is logically separated to prevent cross-account access.
• Encryption: All data transmitted between our servers, the Instagram API, and your browser is encrypted using TLS/SSL.
• Retention: Conversation data is retained for as long as the merchant maintains an active Sunder account. Merchants may request deletion of their data at any time (see "Your Rights" below).

We use the following categories of third-party services to operate our platform:

• AI and Language Model Providers: We send message content to third-party AI providers to generate responses. These providers process data according to their own data processing agreements and do not use your data to train their models.
• Cloud Infrastructure: We use cloud hosting and database services to store and process data securely.
• Meta Platform (Instagram): We access and send messages through the Instagram Messaging API pursuant to Meta's Platform Terms and Policies.

We require all third-party service providers to maintain appropriate security measures and to process data only as necessary to provide their services to us.

For Business Users (Merchants)

You have the right to:

• Access: Request a copy of the data we hold about your account and your customers' interactions.
• Correction: Update or correct your account and catalog information at any time through the platform.
• Deletion: Request deletion of your account and all associated data, including conversation history and product catalogs.
• Disconnect: Revoke Sunder's access to your Instagram account at any time through your Instagram settings or by contacting us.
• Data Export: Request an export of your conversation and analytics data.

For Instagram Users (End Users / Customers)

If you have communicated with a business through Instagram and that business uses Sunder:

• You can contact the business directly to inquire about how your messages are processed.
• You can contact us at the email below to request information about or deletion of your data.
• Your messages are processed solely for the purpose of facilitating your conversation with the business you contacted.

Sunder is designed for use by businesses and is not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected data from a child under 18, we will take steps to delete that information promptly.

Your data may be processed and stored on servers located outside your country of residence. We ensure appropriate safeguards are in place for any international data transfers in accordance with applicable data protection laws.

We may update this Privacy Policy from time to time. We will notify registered users of material changes via email or through the platform. The "Last Updated" date at the top reflects the most recent revision.