Privacy policy

Tend (“we”, “us”), operated by Convect, helps small shops manage Instagram DM-based customer conversations. This policy explains what personal data we collect when shop owners sign in and use the product, why, and how we protect it.

Roles

Two kinds of personal data flow through Tend:

• Shop-owner data — your Instagram identity and the configuration you enter (menu, policies, notes). For this we are the data controller.
• Customer DM content — messages your shop receives from third-party Instagram users. For this content your shop is the data controller and Tend acts as a processor on your behalf, under instructions set by your use of the product. A data processing addendum (DPA) is available on request at hello@tendbyconvect.app.

What we collect

When you sign in with Instagram we receive your Instagram user id, username, and an access token scoped to read your Instagram DMs and send replies on your behalf (scopes: instagram_business_basic, instagram_business_manage_messages). We do not receive your email or phone number from Meta.

We store the customer-facing DM threads your shop receives: message text, attachments, sender Instagram handle, and timestamps. We also store any shop policies, products, or notes you enter into the app yourself.

We log standard request metadata (timestamps, IP addresses, user agents) for security and debugging. These logs are retained for up to 90 days.

How we use it

DM content is processed by AI models (currently provided by Anthropic via AWS Bedrock) to: classify customer messages, propose draft replies for your review, and surface order details. The shop owner reviews every draft before it's sent unless they explicitly enable an auto-send rule for safe routine confirmations.

We do not sell, rent, or share your data with advertisers. We do not use customer DM content to train AI models — the model providers we use have configured zero data retention for our traffic.

Subprocessors

We rely on a small set of infrastructure providers to run the service:

• Meta Platforms— the source and delivery channel for Instagram DMs.
• Amazon Web Services— serverless compute (Lambda), queueing (SQS), photo storage (S3), and AI inference (Bedrock). Region: EU (Ireland).
• Anthropic— the AI model provider used through AWS Bedrock for classification and draft generation.
• Vercel— hosts the web app.

Cookies & local storage

We use a session cookie (set by our authentication library) to keep you signed in. We do not use third-party advertising cookies, analytics cookies, or tracking pixels. The app uses browser local storage only for non-tracking UI preferences.

Your rights

You can:

• Revoke our app's access at any time via Instagram's Settings → Apps and Websites. We'll receive a deauthorization signal and immediately drop the linked credentials.
• Request access, correction, export, or deletion of all data associated with your account by emailing hello@tendbyconvect.app. We'll respond within 30 days.
• Use Meta's data deletion request flow; we honour those via the data-deletion callback registered with our Meta app.
• If you're in the EU/UK, you can lodge a complaint with your local data protection supervisory authority. The Irish Data Protection Commission is our lead authority.

Customers of your shop

If you're an Instagram user who has messaged a shop that uses Tend: your messages reach Tend only because you chose to contact that shop. Your shop is the controller of that content and is the right party to handle deletion or access requests in the first instance. You can also contact us directly at hello@tendbyconvect.app and we'll route or action the request as appropriate.

Children's privacy

Tendis a tool for shop owners and is not directed at children. We don't knowingly collect personal data from anyone under 16. If a customer message arrives that you believe came from a child, treat it according to your local rules and contact us if you need the data removed.

Data location and retention

All data is processed and stored in the European Union (AWS eu-west-1, Vercel EU regions where applicable). DM messages are retained for as long as your account is active; once your account is deleted, message data is removed within 30 days. Backups roll off within 90 days.

Security

Access tokens are stored encrypted at rest. Webhook payloads are HMAC-verified using your Meta app secret. Database connections are TLS-encrypted. We use IAM-scoped credentials for all infrastructure access, with no shared secrets between environments. No system is perfectly secure; we'll notify affected accounts without undue delay if we become aware of a breach.

Changes to this policy

We'll update this page when our practices change and bump the “Last updated” date above. Material changes will be communicated to active accounts via email.

Contact

Questions? Reach us at hello@tendbyconvect.app.