Privacy Policy

Who we are

Innoventra AI Solutions Inc. ("Innoventra", "we") provides CustomerOps, a customer operations service that businesses use to receive and handle customer enquiries through messaging channels such as WhatsApp.

Contact: info@innoventra.ca

Our role, and the business you are messaging

This distinction matters, because it determines who is responsible for your information.

When you message a business that uses CustomerOps, that business decides what information to collect and why. They are the data controller. Innoventra operates the service on their behalf and is a data processor. We do not use your information for our own purposes, and we do not sell it.

If you want your information corrected or deleted, you can contact us and we will act on it, but the business you were messaging is the party responsible for their customer records. See "Deleting your data" below.

What we collect

We collect only what is needed to receive your message, respond to it, and pass your request to the business.

From your messages

• Your WhatsApp phone number, which is how the messaging platform identifies you
• Your display name, if the messaging platform provides it
• The content of the messages you send, including text and any images or files you attach
• Timestamps and delivery status for those messages

From what you tell the business

• Details you supply while making a request, such as the product or service you are interested in, size, colour, quantity, a delivery or collection preference, a preferred date, a delivery area, a contact name and a contact phone number

Automatically

• Technical records needed to operate the service reliably, such as message identifiers and error logs

We do not collect payment card details, bank details, government identification, location data, or advertising identifiers. CustomerOps does not take payments.

Why we use it

• To deliver your message to the business and their reply to you
• To answer questions about the business's products, services, hours, address and policies using information the business has supplied
• To create a record of your request so the business can act on it and refer back to it
• To notify the business's staff that you are waiting
• To keep the service working: diagnosing faults, preventing abuse, and meeting our legal obligations

We do not use your messages for advertising or profiling.

Automated processing

CustomerOps uses artificial intelligence to understand what you have asked for and to phrase replies. This is important to be clear about:

• The AI answers only from information the business has provided. It does not invent prices, availability, or policies.
• A person at the business confirms availability, price and any commitment. CustomerOps does not complete purchases on the business's behalf.
• You can ask to speak to a person at any time, and your conversation will be passed to their staff.

To interpret your message and compose a reply, message content is sent to our AI provider, Anthropic, and processed on our instructions. Anthropic does not use inputs or outputs from its commercial API services to train its models by default.

Who we share it with

We share information only with parties needed to run the service:

We do not sell your information, and we do not share it for advertising.

Where it is stored

Service data is stored on servers located in Finland, within the European Union. Product images are served through Cloudflare's global network. If you are messaging a business outside the EU, your information will be transferred internationally, protected by appropriate safeguards with each provider.

How long we keep it

• Conversation records and requests: retained while the business needs them to serve you, and for 24 months afterwards
• Technical logs: 90 days
• Anything you ask us to delete: removed as described below

Your rights

Depending on where you live, you may have the right to:

• Ask what information we hold about you
• Ask for it to be corrected
• Ask for it to be deleted
• Object to how it is used, or ask us to restrict it
• Receive a copy in a portable format
• Complain to a data protection authority

To exercise any of these, contact info@innoventra.ca. We will respond within 30 days.

Deleting your data

Instructions are on our data deletion page: https://innoventra.ca/data-deletion

Children

CustomerOps is not intended for children under 16, and we do not knowingly collect their information. If you believe a child has sent us information, contact us and we will delete it.

Security

Message traffic is encrypted in transit. Access to stored data is restricted to the people who need it to operate the service. Credentials are held separately from application data and rotated.

No system is perfectly secure. If a breach affects your information, we will notify you and the relevant authority where the law requires it.

Changes

If we change this policy we will update the date at the top. Material changes will be announced on this page before taking effect.