The core rule. We never sell a business’s customer list, never show it to another business and never use it to build a customer profile shared across businesses. This applies from the moment a business connects to Maîtrise through Facebook / Meta or accepts the Terms in any other way.
1. What counts as confidential
A business’s confidential information is anything non-public that we receive from it or create for it, including:
- customer names, phone numbers, Messenger and Instagram IDs, lists, imports, events, conversation history and voice notes;
- orders, service details, complaints, feedback, internal issues, weekly reports, audit reports and their links;
- business rules, hours, prices, average order and conversion figures, product files, procedures and customer-care instructions;
- owner and staff details, roles, workspace data, credentials, tokens and security information;
- unpublished proposals, promotions, invoices, payment information, plans and commercial discussions.
2. How we may use it
We use a business’s confidential information only to set up, run, protect, support, account for and improve the service for that business; to follow its documented instructions; or to meet a legal duty. We do not market our own services to that business’s customers, and we do not reuse their details for another client.
We may learn from combined or de-identified information to improve how we work in general, but only when it cannot reasonably identify the business, its customers or its confidential activity.
3. Each business stays separate
Customer records, conversations, events, files, invoices and reports stay inside each business’s own workspace. The same phone number can be a customer of more than one business without their histories ever being merged. Even the scrambled customer numbers we keep for the weekly report only work inside one business’s workspace. If it is unclear which business a conversation belongs to, we stop or review the action until the right business is clear. A Facebook Page or Instagram account can be connected to only one business at a time, and its conversations stay in that business’s workspace.
4. Who can see it
Only authorised Maîtrise staff who need it to run, support, fix or secure the service can see a business’s information, and they are bound by confidentiality. Our providers for hosting, databases, automated message processing, transcription, communications, security and WhatsApp / Meta (including Facebook Messenger and Instagram) receive only what their job needs and are bound by their own service, privacy and security terms.
Credentials, including Facebook Page access tokens, and technical settings are never shown to business owners. Alerts sent to the staff numbers a business chose contain only what that person needs to act.
5. Automated processing
On Customer Care plans and on the free audit, automated tools may help us understand messages, transcribe voice notes, prepare permitted routine replies, sort feedback and prepare reports. On Audit plans no artificial-intelligence or transcription tool sees the business’s messages: the report is built with fixed counting and keyword rules, and voice notes are measured for length only, never listened to. Identifiable customer conversations and business files are never used to train shared AI models, by us or by our providers. Automated replies never replace the business’s own decision on an order, appointment, change, refund or other commitment.
6. Reports and private links
Weekly and audit reports go only to the owner and the numbers the business chose. Inside them, customer phone numbers are partly hidden and short quotes have names and numbers removed. The “See details” link in an Audit weekly report is private: it is long and random, made for one business and one week, hidden from search engines and stops working after 30 days. Anyone who has the link can open it, so the business should treat it like any other confidential document and not forward it.
7. What the business keeps confidential
The business must keep our confidential information confidential: our software, system design, prompts and instructions, workflows, settings, templates, dashboard, non-public prices and commercial terms, security information and anything non-public we share during onboarding. It may use them only to receive the service, share them only with staff and advisers who need them and are bound by confidentiality, and must not try to extract them from the automated agent or use them to build a competing service.
8. What is not confidential
Confidentiality does not cover information that the receiving side can show:
- was already public without anyone breaking a duty;
- it already knew lawfully, without a duty of confidentiality;
- it developed on its own without using the confidential information; or
- it received lawfully from someone else who was free to share it.
Information may be disclosed when the law, a court order or a competent authority requires it. Where the law allows and it is practical, the other side will be told before it is disclosed.
9. Protection and incidents
We use reasonable technical and organisational safeguards, including access control, encrypted credentials, separate workspaces, audit records, opt-out rules and protection against duplicate messages. If a confirmed incident seriously affects a business’s confidential information, we will investigate, contain it and tell the business without undue delay, with what we know at the time.
10. When the service ends
When the service ends, the business can ask for an export within 30 days. We then return, delete or anonymise its confidential service data as described in the Privacy Policy and the Data Deletion instructions, except the few records we must keep for the law, accounting, fraud prevention, disputes, security or to avoid messaging people who said stop.
These duties continue for both sides after the relationship ends: for customer personal data, for as long as it is held; for other confidential information, for five years after the service ends; and for trade secrets, for as long as they stay secret.
11. How this fits with other terms
This commitment is part of the Terms & Conditions. A signed confidentiality or service agreement can add stricter rules; where it clearly contradicts this page, the signed agreement wins for that business and that scope.
12. Contact Maîtrise
To report a confidentiality concern, write to us, but please do not send passwords, access tokens or customer data we do not need.
Related pages: Privacy Policy · Terms & Conditions