Privacy Policy

1. Words we use

• Personal data: any information about a person who can be identified from it, such as a name or an email address.
• Usage data: information recorded automatically when the Service is used, such as an IP address or the time of a request.
• Cookies: small files a website stores in your browser.
• Merchant or you: a person or business with a rem account. Customer: someone who visits or buys from a merchant’s store.

2. Information we collect

Information you give us. When you sign up and use rem, we collect:

• Account details: your email address and password. Passwords are stored only in hashed form, never as plain text.
• Business details: your business name, what you sell, your city and country, and the contact details, policies and delivery terms you add to your store.
• Store content: your pages, products, prices, photos and everything else in your store.
• Conversations with the AI assistant: what you type or say to it and its replies (see section 3).
• Billing: your plan, your payments to rem, and your AI credits and how they were used. Card, UPI and bank details are entered with the payment provider, not with rem, and we do not store them.
• Payment gateway connection: when you connect Razorpay or Cashfree, your account id with them and the access they grant rem, which we store encrypted.

Usage data. When you visit heyrem.app, the dashboard or a store, our hosting providers record your IP address, browser and device type, the pages requested, the date and time, and errors. We use it to run the Service, keep it secure and fix problems.

We do not ask for your phone’s contacts, location or other device permissions.

3. The AI assistant and voice

• To answer you and edit your store, rem sends your messages, your business details and the relevant parts of your store to the AI providers that run its models.
• In voice mode, your recording is sent to a speech provider to be turned into text, and rem's replies may be read aloud by a text-to-speech provider. We keep the text of the conversation, not the audio.
• These providers process the data only to give rem their answer, under their own terms for business customers.
• The cost of each AI action is recorded so it can be charged in AI credits, and you can see every charge under Usage on the Billing page.

4. Cookies

rem uses cookies only to keep you signed in. Small preferences, such as light or dark mode, are kept in your browser’s local storage. We do not use advertising or tracking cookies, beacons or similar technologies.

You can set your browser to refuse cookies, but you will then not be able to sign in to the dashboard. Visiting a store or reading these pages does not need them.

5. How we use your data

• to create your account, sign you in and keep it secure;
• to build, run, publish and host your store, and make the changes you ask for;
• to run the AI assistant, measure what it costs and charge your AI credits;
• to take payments for rem and keep billing and tax records;
• to connect your payment gateway so your customers can pay you;
• to give you support when you write to us;
• to tell you about your account, your store, billing and changes to the Service;
• to find, prevent and fix technical problems, fraud and abuse, and to improve the Service; and
• to comply with the law.

We may also send you news about rem’s features and offers. You can opt out of these at any time by writing to us, and we will still send the messages your account needs. We do not sell your personal data, and we do not use it for advertising.

6. Data about your customers

When customers browse or buy from your store, their details, such as name, phone number, email, address and orders, belong to you as the merchant. rem stores and processes them on your behalf, only to run your store and take their orders.

As a merchant, you are responsible for telling your customers how you use their data, in your store’s privacy policy, for having a lawful reason to use it, and for answering their requests about it.

7. Service providers

We use other companies to run the Service. They can use your data only to do that work for us, and not for any other purpose:

• Supabase: sign-in, database and file storage;
• Vercel: hosting the website, the dashboard and the stores;
• OpenAI and Sarvam AI: the AI assistant, speech-to-text and text-to-speech;
• Razorpay and Cashfree: payments to rem, and the payment gateway you choose to connect for your store; and
• image services that supply placeholder photos for stores.

8. Analytics and advertising

rem does not use third-party analytics such as Google Analytics, and does not share your data with advertising networks. If we add an analytics service, we will name it here first.

9. When we may disclose data

Apart from our service providers, we disclose personal data only:

• when the law requires it, or in response to a valid request from a court or government agency;
• to protect the rights, property or safety of rem, our users or the public;
• to prevent or investigate fraud, abuse or other wrongdoing on the Service; or
• if rem is merged, acquired or sells its business. We will tell you before your data is transferred and becomes subject to a different privacy policy.

10. Transfer of data

Some of our service providers store or process data on servers outside India, where data protection laws may differ. We transfer data only to providers that protect it under contract, and never to a country the Government of India has restricted. By using the Service, you agree to such transfers.

11. How long we keep your data

• We keep your account, business and store data while your account is open.
• Usage data and logs are kept for a shorter time, unless we need them longer to secure the Service or investigate a problem.
• After your account is closed, we keep what the law requires, such as billing and tax records, for as long as it requires, and copies may remain in backups until they expire.

12. Deleting your data

You can edit or delete your products, pages and store content in the dashboard at any time. To delete your account and its data, write to hey@heyrem.app from the email of your account. We will confirm the request and delete or anonymise your personal data within a reasonable time, except what we must keep by law.

13. Security of data

We protect your data with reasonable security practices: it is sent over HTTPS, passwords are hashed, payment gateway access is encrypted, and stored data can be read only by its own account. No method of sending or storing data is completely secure, so we cannot guarantee absolute security. If a breach affects your personal data, we will tell you and the authorities as the law requires.

14. Your rights

You may ask us to:

• tell you what personal data we hold about you and how we use it;
• correct, complete or update it;
• erase it, unless we must keep it by law;
• withdraw a consent you have given. This does not affect what we did before, and may mean we can no longer provide the Service; and
• name someone to exercise these rights for you if you die or become unable to.

Write to hey@heyrem.app from the email of your account, and we will reply within the time the law requires. If you are not satisfied with our answer, you may complain to the Data Protection Board of India.

15. Children's privacy

rem is for people aged 18 and over and is not directed at children. We do not knowingly collect personal data from anyone under 18. If we learn that we have, we will delete it as quickly as possible. If you believe a child has given us personal data, write to hey@heyrem.app.

16. Changes to this policy

We may update this policy. We will publish the new version on this page with a new effective date, and tell you by email or in the dashboard before a change that materially affects you takes effect.

17. Contact and grievances

Questions, requests and complaints about this policy or your data go to our Grievance Officer:

We will acknowledge your complaint within 24 hours and aim to resolve it within 15 days.