How Clinch collects, uses, and protects data across conversations, carts, and payments — and the choices you and your customers have.
Clinch provides an AI sales agent that talks to your customers on WhatsApp, Instagram, and your storefront, answering questions and completing purchases on your behalf. Running that service means handling two kinds of data: information about you, the merchant, and messages exchanged with your customers.
This policy explains what we collect, why, who we share it with, and how long we keep it. Throughout, "we" and "Clinch" refer to the operator of the Clinch service; "you" refers to the merchant using it.
We only receive customer data because you have connected a channel and a customer has chosen to message your business.
We use data to operate and improve the service you have asked us to provide:
We do not train foundation models on your merchant data or your customers' conversations. The agent answers by retrieving your live catalog and rules at the moment of each message — not by memorizing them into a shared model.
Where we use third-party model providers to generate language, data is sent only to produce your response, under agreements that prohibit training on it and require deletion after processing.
We keep data for as long as your account is active and as needed to provide the service. Conversation transcripts are retained on a rolling window you can configure; order records are kept as required for tax and accounting. When you delete data or close your account, we remove it within 30 days, except where law requires us to retain a limited record.
Depending on where you and your customers are located, applicable law may grant rights to access, correct, export, or delete personal data, and to object to certain processing. Merchants can act on these from the dashboard or by contacting us; we help you honor requests from your own customers.
Customers can opt out of proactive messages at any time with a single reply, and quiet hours are enforced by default.
Data is encrypted in transit and at rest, with strict isolation between merchant workspaces. Access is limited to the people and systems that need it, logged, and reviewed. See our Security & trust page for detail.
Clinch operates across regions, so data may be processed in a country other than your own. Where required, we rely on recognized transfer mechanisms, such as standard contractual clauses, to protect it.
Questions about this policy or a privacy request? Reach us via the contact page or at privacy@clinch.example. We respond to verified requests within the timelines set by applicable law.