Legal
Privacy Policy
AINGU is a customer-support platform. Brands connect their WhatsApp, Instagram, Facebook and TikTok accounts to it so that their team, helped by an AI assistant, can answer their customers. This policy explains what information that involves, what we do with it, who else handles it, and how you can have it deleted.
1Who we are
AINGU is operated by Aingu AI, based in Karachi, Pakistan. Aingu AI is responsible for the information described in this policy, including information we receive from Meta through WhatsApp, Instagram and Messenger, and from TikTok through TikTok direct messages. You can reach us at support@aingu.com.
We provide AINGU to businesses (“brands”). When you message a brand that uses AINGU, the brand decides how its customer conversations are handled, and we process your information to provide that service to the brand.
2Whose information this covers
- Customers — anyone who sends a message to, or comments on a post by, a brand that uses AINGU on WhatsApp, Instagram or Facebook, or who sends a brand a direct message on TikTok.
- Brand staff — the employees and agents of a brand who sign in to AINGU to manage conversations.
3What we collect
From your conversations with a brand
- The messages you send and receive, including text, images, voice notes, videos, documents and shared posts or stories.
- Your WhatsApp phone number, or your Instagram or Facebook account identifier and profile name, as provided by Meta.
- If you message a brand on TikTok: your TikTok account identifier, display name, username and profile picture, as provided by TikTok.
- Details you choose to share in the conversation, such as your name, delivery address or an order number.
- Comments you leave on a brand’s Instagram or Facebook posts, and the replies to them.
- Message status and timing: when a message was sent, delivered and read, and which conversation it belongs to.
From the brand’s online store
- If the brand connects its store (for example Shopify), the orders linked to your phone number or email, so your questions about an order can be answered — its status, items, delivery details and tracking.
From brand accounts
- Names, email addresses and roles of brand staff, and the connection details (page and account identifiers and access tokens) needed to link the brand’s WhatsApp, Instagram, Facebook and TikTok Business accounts. For a TikTok Business account this includes its display name, username and profile picture, used to label the brand’s inbox.
- Technical logs used to keep the service running and to diagnose errors.
Public Facebook Page information
- For a small number of public Facebook business Pages that we choose to follow — our own and other businesses’ — we read what Facebook shows publicly on the Page: its name, category, link, profile picture, and follower and like counts. This is information about businesses, not people. It never includes who follows or likes a Page.
We never ask for or store your social-media passwords, card numbers or one-time codes.
4How we use it
- To receive your messages and let the brand reply to them, either through its staff or through its AI assistant.
- To help with your orders on the brand’s behalf — looking up order status, confirming or cancelling an order, and updating delivery details when you ask.
- To send you the brand’s WhatsApp notifications, such as order confirmations, shipping updates and reminders about items left in your cart, in line with WhatsApp’s messaging rules.
- To transcribe voice notes and understand images you send, so they can be answered.
- To help the brand manage comments on its posts, including replying to, hiding or deleting them under the brand’s own policy.
- To give the brand reports about its conversations and orders, and to keep AINGU reliable and secure.
- To see how public Facebook business Pages grow over time, using only their public follower and like counts.
- On TikTok, only to answer direct messages you send the brand first. We never send TikTok users bulk, promotional or unrequested messages.
- To meet legal obligations, Meta’s Platform Terms and TikTok’s developer terms.
We do not sell personal information, and we do not use it for advertising.
5AI and automation
Brands can let an AI assistant answer customer messages automatically. To write a reply, the assistant sends the relevant part of the conversation to an AI model provider listed in section 6. The assistant can hand a conversation to a person on the brand’s team at any time, and a person can take over whenever they choose.
We do not use your information to train general-purpose AI models. A brand can save example replies to guide how its own assistant responds; those examples stay within that brand’s account.
6Who else handles your information
We use the service providers below to run AINGU. They process information only on our instructions, to provide their service to us.
| Provider | What they do for us |
|---|---|
| Hostinger | Hosts the servers that store and process AINGU’s data, including the database, files and automations. |
| Supabase | Holds an earlier copy of the AINGU database, which we are retiring. |
| Cloudflare | Protects and delivers traffic to our servers. |
| OpenAI | AI models that draft replies to customer messages. |
| AI models that draft replies for some brands, and transcription of voice notes. | |
| Lovable | AI tools that summarise and categorise support conversations for brand teams. |
| Resend | Sends service emails, such as alerts and reports, to brand staff. |
Information is also shared with:
- Meta — every WhatsApp, Instagram and Messenger message passes through Meta’s services and is covered by Meta’s own privacy terms.
- TikTok — every TikTok direct message passes through TikTok’s services and is covered by TikTok’s own privacy policy.
- The brand you are messaging — its authorised staff can see its own conversations. We keep each brand’s data separate from every other brand’s.
- The brand’s online store — when you ask to place, confirm, cancel or change an order, the relevant details are sent to that brand’s store, such as Shopify, on the brand’s instruction.
- Authorities — only where the law requires it. We review each request for legality, disclose no more than necessary, challenge requests we consider unlawful, and keep a record of every request.
7Where your information is stored
Our main servers are in Malaysia. Our earlier database copy is in Singapore, and our AI and email providers may process information in the United States and other countries where they operate. When information leaves the country it came from, we rely on our providers’ contractual data-protection commitments to keep it protected.
8How long we keep it
We keep conversation records for as long as the brand that received them uses AINGU, so the brand can see its customer history and answer follow-up questions.
- You can ask us to delete your information at any time. We complete verified requests within 30 days.
- A brand can ask us to delete all of its records when it stops using AINGU.
- When a brand disconnects its TikTok account from AINGU, we stop receiving its TikTok messages and delete the TikTok messages and profile information we received through that connection within 30 days.
- We may keep information longer only where the law requires it.
9Your choices and rights
You can ask us to show you, correct or delete the information we hold about you. You can also stop messages from a brand by blocking it or telling it you no longer wish to be contacted.
Full steps are on our data deletion page, or email support@aingu.com with the subject “Data request”. We will confirm that the account is yours before acting.
10Security
Information is encrypted in transit. Access is limited by role, so brand staff can only see their own brand’s data, and access tokens are stored securely on our servers. No system is completely secure, and we review and improve our safeguards continuously.
11Children
AINGU is a business tool and is not directed at children under 13. If we learn that we hold information about a child under 13 without the permission required by law, we will delete it.
12Changes to this policy
If we change this policy, we will publish the new version on this page with a new effective date, and let brands know about significant changes.
13Contact
Aingu AI, Karachi, Pakistan
support@aingu.com