Legal
Privacy Policy
This Privacy Policy explains how Moova collects, uses, shares and protects personal data. Moova is operated by ORCA Hub for Development and Training of Human Resources, a limited liability company registered in Egypt (commercial register no. 6713) ("ORCA Hub", "we", "us"). Contact details are at the end of this policy.
This policy covers both Moova products:
- Moova Assistant at chatbot.withmoova.com: an AI customer-service assistant that businesses connect to their WhatsApp Business, Instagram and Facebook Messenger accounts.
- Moova Ordering at withmoova.com and in the Moova app: online ordering and QR menus.
1. Our role
When a business (for example a shop, café or restaurant) uses Moova Assistant to talk to its customers, the business decides why and how its customers' data is used, and we process that data on the business's behalf to provide the service. For our own account holders (business users and ordering customers), we are responsible for their account data.
2. Information we collect
Business users of Moova Assistant
- Name, email address and sign-in details (including Google sign-in), and the workspaces and team members you add.
- Business information you provide: menus, prices, opening hours, policies, photos, files and assistant instructions.
- Plan and usage records.
Connected Meta accounts (Facebook, Instagram, WhatsApp)
When a business connects its accounts through Meta's official sign-in, we receive and store:
- Identifiers and names of the connected Facebook Page, Instagram professional account, WhatsApp Business Account and phone number.
- The access tokens and permissions the business granted. Tokens are stored encrypted and are never shown to the AI model.
- Messages exchanged between the business and its customers on those accounts: text, photos, videos, voice notes, files, reactions, shared posts and replies, with their timestamps and message IDs.
- Messages the business's own staff send from Meta's apps on those accounts, so the assistant knows a person has already replied.
- Basic public profile information of the people who message the business, such as name, username and profile picture, where Meta provides it.
- Where the business enables it, the business's own posts and comments, so the assistant can understand what a customer is referring to.
Customers who message a business
If you message a business that uses Moova Assistant, we process your messages and any details you choose to share, such as your name, phone number, address, order or booking details, so the business can reply to you and fulfil your request.
Moova Ordering customers
- Account details: name, email address, phone number and sign-in state.
- Saved delivery addresses and map coordinates you select, cart contents, orders and order history.
- Push notification tokens, and device and platform information.
- QR scan results.
Camera: used only when you choose to scan a Moova QR or menu code. Images are processed on your device and are not stored by Moova. Location: optional, used only when you choose map or delivery features. You can type your address instead. Notifications: optional, used for order updates and service messages.
Technical information
Server logs, IP addresses, error reports and security records needed to run, protect and troubleshoot the service.
3. How we use information
- To receive customer messages and reply to them on the business's behalf.
- To answer questions using the information the business provided, prepare orders and bookings, and send approved photos and files.
- To show conversations, orders and bookings to the business's authorised team, and to alert them (including through Telegram, if the business sets it up) when a person needs to help.
- To create and secure accounts, process ordering-app orders, calculate delivery, and send order updates.
- To provide support, fix errors, prevent abuse and keep the service secure.
- To meet legal obligations.
4. Data from Meta platforms
We use data received from Facebook, Instagram and WhatsApp only to provide Moova's services to the business that connected the account, and only within the permissions that business granted.
- We do not sell this data, and we do not use it for advertising, ad targeting or building marketing profiles.
- We do not share it with data brokers, and we do not combine it with other businesses' data. Each business's data is kept separate.
- We do not use it to make decisions about people's eligibility for credit, housing, employment or insurance.
- We handle it in line with the Meta Platform Terms and the WhatsApp Business policies.
5. AI processing
To write replies, relevant parts of a conversation and the business's information are sent to AI model providers that process them on our behalf, currently Google (Gemini) and models accessed through OpenRouter, such as Anthropic's Claude. Access tokens and passwords are never sent to AI providers. We do not use customer conversations to train our own AI models. The business can review, edit and take over any conversation.
6. Sharing
We share personal data only as needed to run Moova:
- With the business you are dealing with and its authorised staff.
- With service providers that work for us: hosting, database and backups (Hetzner), AI model providers, Meta (to send and receive messages), Telegram (team alerts), Google (sign-in, maps and calendar for bookings), point-of-sale systems the business connects (for example Foodics), email and push-notification providers.
- When required by law, or to protect our users, the service or our rights.
Some of these providers process data outside Egypt. We use providers that protect data with appropriate safeguards.
7. Retention
We keep data while the business's account is active and for as long as needed to provide the service, resolve disputes, and meet legal and security obligations. When a business disconnects an account, we stop receiving new data from it. Backups are deleted on a rolling schedule. You can ask us to delete data at any time (see section 9).
8. Security
We use HTTPS for all connections, encrypt stored access tokens, keep each business's data separate with access controls, and give access only to staff who need it.
9. Your rights and data deletion
You can ask to access, correct or delete your personal data. Ordering-app users can delete their account in the app under Settings → Delete account. Businesses can disconnect their accounts in Moova's Settings → Connections, or remove the Moova app in their Facebook or Instagram settings. For full instructions, see our Data Deletion page. We will reply within 30 days.
10. Children
Moova is not directed to children under 13, and we do not knowingly collect their personal data.
11. Changes
We will update this page and its effective date when our practices change. For significant changes, we will notify businesses by email or in the dashboard.
12. Contact
ORCA Hub for Development and Training of Human Resources
Front of Tousha Gate, Ahmed Hussiny St, Mit Khamis WA Kafr Al Mougi, El Mansoura 1, Mansoura, Dakahlia 35511, Egypt
Phone: +20 100 220 6176
Email: ab.mansour1a@gmail.com