1. Introduction
Welcome to Faigen ("Company", "we", "us", "our"), a technology agency based in Kerala, India. Faigen specializes in building websites, web applications, and AI-powered automation agents for businesses. This document outlines how we collect, use, store, and protect information when you use our services, interact with AI agents developed or operated by us, or engage with platforms powered by Faigen.
By using our services, you agree to the terms outlined in this policy.
2. Information We Collect
Personal Information
- Name
- Phone number
- Email address
Communication Data
- Messages sent via WhatsApp and Instagram to AI agents operated by Faigen
- Customer queries, responses, and interaction logs
Instagram Data (if you connect Instagram)
- Collected only when a business connects its own Instagram account to Faigen
- Instagram account ID, username, and account type
- Comments on the business's posts and Reels, and the replies we post on its behalf
- Direct messages sent to the connected business account
- Post and Reel performance metrics (such as views, reach, and follower counts) for the connected account
- Publicly available information about other business or creator accounts that the business chooses to track
- An access token that lets us act for the connected account, stored encrypted
Transactional Information
- Order details (product, quantity, delivery address)
- Payment-related references (handled via third-party providers, if applicable)
Client Business Information
- Business data provided by our clients for service delivery
- Product/service catalogs, pricing, and operational workflows
Technical Data
- IP address
- Browser type and device information
- Website usage and interaction analytics
3. Purpose of Data Collection
We use collected information strictly for the following purposes:
- Deliver AI-powered customer interaction services
- Process and manage orders through automated systems
- Improve AI performance, accuracy, and response quality
- Provide support and service communication to clients
- Monitor and analyze system performance and usage trends
We do not sell personal data to third parties.
4. AI Agent Communication & Platform Integrations
Faigen integrates with third-party platforms, including Meta Platforms Inc. (WhatsApp Business API, Instagram API). All communications processed via these platforms are subject to their respective Terms of Service and handled only for the purpose of delivering contracted services. Faigen does not independently distribute or monetize message data.
Instagram. A business can connect its Instagram Business or Creator account to Faigen by signing in with Instagram and approving the permissions requested. With that approval, Faigen reads comments and direct messages on that account, sends automated direct replies and public replies to comments, and shows performance analytics to the business. We act only for the connected account, only within the permissions granted, and only to deliver the service the business has set up. Information about other accounts is limited to what is publicly available. We do not use Instagram data for advertising and do not sell or share it with data brokers. A business can disconnect its Instagram account at any time from the Faigen dashboard or through Instagram's settings, after which we stop accessing it.
5. Data Storage & Security
All data is securely stored on infrastructure hosted by DigitalOcean (Bangalore, India). Security measures include SSL encryption, role-based access control, secure database management, and regular system monitoring and audits. While we implement industry-standard protections, no system is completely immune to risk.
6. Data Retention Policy
We retain data only as long as necessary:
Conversation Data
Up to 90 Days
Order & Transaction Data
Up to 1 Year
Instagram Comments
Up to 90 Days
Instagram Insight Numbers
Up to 13 Months
Data may be deleted earlier upon written request, subject to operational and legal requirements.
7. Third-Party Services
Faigen relies on the following third-party services:
AI providers. Replies are written by AI language models. For each business, Faigen uses one of Groq, Google (Gemini), OpenAI or Anthropic. To write a reply, we send that provider the customer's message, the recent conversation, and the business information the agent needs to answer. We do not send it for any other purpose, and we do not sell it.
These providers have their own privacy policies governing data usage.
8. User Rights
Users have the right to:
- Access personal data held by Faigen
- Request correction of inaccurate information
- Request deletion of personal data
- Opt out of automated communication at any time
Requests can be made via official communication channels provided by Faigen. To delete your data, including data connected to an Instagram account, follow the steps on our Data Deletion page.
9. Client Responsibilities
Businesses using Faigen services agree to:
- Provide accurate and lawful data
- Obtain necessary user consent before data collection
- Use AI automation in compliance with applicable laws
- Avoid misuse of the platform for spam, fraud, or illegal activities
Faigen is not liable for misuse of services by clients.
10. Children's Privacy
Faigen's services are not intended for individuals under the age of 18. We do not knowingly collect personal data from children. If we become aware that data has been collected from a minor without verified parental or guardian consent, we will take immediate steps to delete such information. Parents or guardians who believe that their child has provided personal data to Faigen may contact us to request removal.
11. Limitation of Liability
Faigen provides AI systems on a best-effort basis. While we strive for accuracy and reliability, AI-generated responses may not always be perfect. Faigen is not liable for business losses resulting from AI decisions or errors. Clients are responsible for reviewing and approving automation workflows.
12. Payment Terms & Subscription
Subscription Plans
Clients subscribe to monthly plans with defined usage limits. Subscription fees are billed in advance and plans auto-renew unless cancelled prior to the next billing cycle.
Usage Limits & Add-On Credits
Each plan includes a fixed usage quota. If usage exceeds the plan limit, clients may purchase additional top-up credits or upgrade to a higher plan.
Payments
All payments must be completed on time to ensure uninterrupted service. Failure to pay may result in temporary service restriction or suspension of AI agents.
Refund Policy
Subscription fees are non-refundable once the billing cycle has started, as resources are allocated immediately. Exceptions may be considered at Faigen's discretion in genuine cases.
Pricing Changes
Faigen may update pricing with prior notice. Changes will not affect already billed cycles but will apply to future renewals.
13. Service Reliability
We aim to provide consistent uptime, fast response speeds, and stable integrations. Certain factors may occasionally affect performance, including third-party platform outages (such as Meta Platforms Inc. APIs), network disruptions, or unexpected technical issues.
In the rare event of major service failure directly caused by Faigen, we will investigate promptly and provide fixes, support, or service adjustments where appropriate. Faigen limits liability to the amount paid for the active billing cycle.
14. Termination of Services
By Faigen
We may suspend or terminate services if payments are not completed, terms are violated, or the platform is misused.
By Client
Clients may cancel subscriptions anytime before the next billing cycle. No partial refunds for unused time.
15. Compliance with Laws
Faigen operates in accordance with applicable laws in India. Clients are responsible for ensuring their business usage complies with local regulations, industry-specific rules, and data protection requirements. Where legally required, Faigen may cooperate with regulatory authorities.
16. Updates to This Policy
Faigen reserves the right to update this policy at any time. Updates will be reflected with a revised effective date. Continued use of services implies acceptance of the updated terms.
17. Contact Information
Faigen
For any privacy-related questions or data requests, please reach out via our official email for verified processing.