What we may do with your buyers' data

You are the controller: they are your buyers and your seller account. We, HG E-Commerce Online BV, are the processor: we only do what you instruct us to do and nothing beyond that.

This agreement applies automatically as soon as you use Egantic. It is part of the terms and conditions and prevails in case of conflict, insofar as personal data is concerned.

Solely to deliver the service: read in a customer question, classify it, draft a reply and show that to you. We never send a reply on our own; you press send.

We do not use this data for anything else. Not for product improvement, not for statistics across customers, not for training models, not for marketing.

Of your buyers: the name they gave with their order, the order number, and the text of their question with whatever else is in it. We cannot limit in advance what people put in a question themselves; that is why we keep those questions no longer than necessary and you can have them erased at any time.

Of you and your colleagues: name, e-mail address and role. Needed to log in and to manage permissions.

We may engage these parties. If a new one is added, we will let you know one month in advance and you can object; if you do, you may cancel at no cost.

• Supabase (Supabase Pte. Ltd.): The database and the login details. Location: Frankfurt, Germany (eu-central-1).
• Vercel Inc.: Running and serving the application. Location: European region; the company is American.
• Inngest Inc.: Scheduling and running the nightly work. Location: United States.
• Anthropic PBC: The language models behind parts of the product, such as the weekly analysis and the draft replies to customer questions. Location: United States.
• Resend (Plus Five Five, Inc.): Sending e-mail and receiving forwarded customer questions. Location: United States.

For parties outside the European Union, transfers are based on the standard contractual clauses of the European Commission. The database with your data is in Frankfurt.

Bol is not our subcontractor here. We read from bol with your own keys; that is your sales channel and your relationship.

Data is separated per workspace, enforced in the database itself. Traffic over https. Your bol keys are stored encrypted and cannot be read back after entry. Access to production lies with the builders, with two-factor authentication, and is logged.

We keep no more than necessary. What exactly is kept and for how long is in the privacy statement; the customer questions are the only category in it with data of your buyers.

In case of a data breach affecting your data, we report it to you within 24 hours of discovery, with what happened, which data is involved and what we are doing about it. You report to the Dutch Data Protection Authority; we provide everything you need for that.

If we receive a request from one of your buyers, for example for access or deletion, we forward it to you and do not handle it ourselves.

If we receive a demand from a government authority to hand over your data, we will let you know unless that is prohibited by law.

At the end of the agreement you receive an export on request, after which we delete everything within thirty days. We keep no copy, not even in backups beyond their usual retention period.

You may ask us to demonstrate that we comply with this. We answer questions in writing and provide the information you need. If you want an on-site audit, that is possible once a year, at your own expense, with reasonable notice.

Everything about these arrangements goes through info@egantic.ai. Dutch law applies.