Who we are
Tajeran.ai is a service of EliteGains Ltd, a company registered in England and Wales, at 90 Brassey Road, Bournemouth, Dorset, BH9 1PX, England (“Tajeran”, “we”, “us”). We provide AI agents that answer customer service messages for online stores. Stores connect their Shopify shop and their customer channels (website chat, email, WhatsApp, Messenger and Instagram), and Tajeran reads each customer message, looks up the order, follows the store’s policies and replies, handing over to the store’s team when a person should take it.
This policy explains what personal data we handle, why, who we share it with, how long we keep it, and how to have it deleted. It applies to our website (tajeran.ai and app.tajeran.ai), the Tajeran app, the chat widget stores place on their sites, and the messaging channels stores connect. For any question, write to support@tajeran.ai.
Our role: for stores, and on behalf of stores
We handle personal data in two different roles.
- For our own customers (the stores and the team members who sign up), we decide how their account data is used. For this data EliteGains Ltd is the controller.
- For the stores’ customers (people who message a store), the store decides why their data is processed; we process it only to provide our service to that store and on its instructions. For this data the store is the controller and we are its processor. If you messaged a store, that store’s own privacy policy also applies, and you can contact the store or us to exercise your rights.
The data we collect
Store accounts. Name, email address, password (stored only as a secure hash), the store’s name and settings, team members and their roles, plan and billing records, and a log of actions taken in the app (for example who approved a refund).
Shopify data. When a store connects Shopify, we read the orders, customers, products, fulfilments and refunds needed to answer questions about them, and, only when the store approves or has set a limit for it, carry out actions such as a refund or a cancellation.
Messages from the store’s customers. When someone writes to a store through a channel the store connected, we receive and keep:
- the content of their messages, including photos, voice messages, videos and files they send;
- their identifier on that channel: a phone number on WhatsApp, a page-scoped ID on Messenger, an Instagram-scoped ID on Instagram, an email address for email, or a random visitor ID for website chat;
- the name shown on their profile, when the channel provides it;
- order numbers and other details they share, and the replies sent to them by the assistant or the team.
Technical data. IP address, browser type and request logs, used to run the service securely and to find and fix errors.
We do not ask for, and stores should not send us, payment card numbers, government ID numbers or health information. The assistant masks card numbers it sees in messages.
WhatsApp, Messenger and Instagram
When a store connects a WhatsApp Business number, a Facebook Page or an Instagram professional account, Meta sends us the messages people send to that number, Page or account, and we send the store’s replies back through Meta’s APIs. From Meta we receive only what is needed for this: the message and any media in it, the sender’s channel ID, and, on WhatsApp, the sender’s profile name and phone number. We also keep the access token the store gives us, encrypted, so we can send replies.
We use this data only to answer the person on behalf of the store they wrote to. In particular, we:
- do not sell it or rent it to anyone;
- do not use it for advertising, marketing to the person, or building profiles;
- do not share it with anyone except the providers listed below that help us deliver the service;
- do not combine it across stores: each store sees only the conversations sent to it;
- do not use it to train AI models, and our AI provider does not use it to train its models under its API terms.
We comply with the Meta Platform Terms and the WhatsApp Business policies. When a store disconnects a channel, we delete its access token at once and stop receiving its messages. How to have this data deleted is described in Data deletion.
How we use data, and why we may
- To provide the service: read and answer customer messages, look up orders, carry out actions a store approved, hand conversations to the team, and alert the team when something needs them. Legal basis: performance of our contract with the store, and the store’s legitimate interest in answering its customers.
- To run accounts and billing: sign-in, team invitations, plans, invoices and service emails. Legal basis: performance of contract.
- To keep the service secure and working: preventing abuse, investigating errors and keeping an audit trail of actions. Legal basis: legitimate interests, and legal obligations.
- To answer you when you contact us. Legal basis: legitimate interests.
How the AI handles messages
To understand and answer a message, Tajeran sends the message, the relevant part of the conversation and the order details needed to answer it to our AI provider, OpenAI, through its API. OpenAI processes this data on our behalf, does not use API data to train its models, and keeps it only for a limited time for abuse monitoring, as set out in its API terms.
The assistant does not make decisions that have legal or similarly significant effects on people on its own: refunds and cancellations follow the limits each store sets, larger ones wait for a person to approve them, and anyone can ask to speak to a person at any time.
International transfers
Our servers and file storage are in London, United Kingdom. Some of the providers above process data in the United States and elsewhere. Where data leaves the UK or the European Economic Area, we rely on adequacy decisions or on the standard contractual clauses (and the UK addendum) in our agreements with those providers.
How long we keep data
- Conversations and customer details are kept for as long as the store’s account is active, so the store can see past conversations, unless the store or the person asks us to delete them sooner.
- Photos and files sent in conversations can be opened in the app for 12 months. After that we keep them in private storage while the store is active, in case it still needs them. If a store’s account has had no activity for 12 months, we email its owner up to three times; if there is no reply or sign-in within 30 days of the last email, we delete the store’s stored photos and files.
- When a store deletes its account, there is a 14-day period in which it can change its mind; after that we permanently delete the store’s data, its customers’ conversations and files, and its connection tokens.
- When a store disconnects a messaging channel or uninstalls our Shopify app, we delete that connection’s access token at once, and we act on Shopify’s data deletion requests for the shop and its customers.
- Backups are kept for 14 days for recovery, then overwritten, so deleted data leaves our backups within 14 days.
- Billing records are kept for as long as tax and accounting law requires.
Data deletion
You can ask us to delete your data at any time. This includes data we received about you from WhatsApp, Messenger or Instagram.
If you messaged a store through WhatsApp, Messenger, Instagram, email or a website chat:
- Email support@tajeran.ai with the subject “Delete my data”.
- Tell us the store you wrote to, the channel you used, and the phone number, account name or email address you wrote from, so we can find your conversations.
- We will confirm your request, may ask you to prove that the account is yours, and will delete or anonymise your messages, files and details within 30 days, then confirm by email. You can also ask the store itself, which can ask us to do the same.
If you use Tajeran for your store, the workspace owner can email us from the account’s address to delete the workspace. Everything is permanently deleted after the 14-day period described above.
Removing Tajeran’s access in your Facebook, Instagram or WhatsApp settings stops new data reaching us; to also delete what we already hold, send the request above.
Security
- all traffic to and from Tajeran is encrypted with HTTPS;
- access tokens for Shopify, WhatsApp, Messenger and Instagram are stored encrypted;
- files are stored in private, encrypted storage and are only reachable by the store’s signed-in team;
- uploaded and received files are size-limited and scanned for malicious content;
- every store’s data is kept separate, and team members see only the stores they belong to;
- passwords are stored only as secure hashes, and actions such as refunds are recorded in an audit log.
Your rights
Depending on where you live (including under the UK and EU GDPR and US state privacy laws such as the CCPA), you have the right to access the personal data we hold about you, correct it, delete it, receive a copy of it, object to or restrict how we use it, and withdraw consent where we rely on it. We do not sell or “share” personal data for targeted advertising, and we will not treat you differently for using your rights.
To use any of these rights, email support@tajeran.ai. We answer within 30 days. If your data came to us through a store, we may pass your request to that store or act on its instructions. You can also complain to your local data protection authority; in the UK, that is the Information Commissioner’s Office (ico.org.uk).
Children
Tajeran is a service for businesses and is not directed at children under 16. We do not knowingly collect data from children; if you believe a child has sent us data, contact us and we will delete it.
Changes to this policy
We will update this page when our practices change and change the date at the top. If a change is significant, we will tell stores by email before it takes effect.
Contact us
EliteGains Ltd, 90 Brassey Road, Bournemouth, Dorset, BH9 1PX, England. For questions about this policy or your data, email support@tajeran.ai or use our contact page.