Privacy Policy

Who we are

bolnepage is operated by VardanSoft Pvt. Ltd., registered in Nepal. We are the data controller for the account information of business owners who sign up, and the data processor acting on a business's instructions for the customer messages their assistant handles.

Two different people appear in this policy. The business owner is our customer — they sign up, connect their channels, and pay us. Their customer is the person who messages that business on a channel it connected: Facebook, Instagram, WhatsApp, Viber, TikTok, email, or the chat on its own website. We handle the second group's messages only so the first group can answer them.

What we collect

We collect only what the assistant needs to do its job:

• Account information: your name, email address, phone number if you add one, and the identifier issued by our sign-in provider. We never see or store your password.
• Business profile: the business name, description, offerings, tone, opening rules, products and prices you enter, and any facts you or your assistant save as knowledge.
• Channel connections: the page, account, or phone number you connect, along with the access tokens the platform issues us. Tokens are encrypted before they are stored and are never shown back to you or to anyone else.
• Customer conversations: the messages, comments, images, audio, video, and documents your customers send to your connected channels, plus their public display name and profile photo as the platform provides them, and the replies your assistant sends.
• Commerce records: customer details saved on a conversation, orders, and payment references created through your assistant.
• Usage and diagnostics: how much of your monthly allowance each reply consumed, an activity log of what your assistant did, and error reports when something breaks.
• Cookies: one that keeps you signed in, one that remembers your language, and one that remembers you skipped the setup screen. The chat on a business's website keeps a random visitor id in the visitor's browser so their conversation continues. We do not run advertising or cross-site tracking cookies.

What we access on Facebook, Instagram, and WhatsApp

When you connect a channel, Meta asks you to grant specific permissions. We request the narrowest set that makes the assistant work, and we use each one only for the purpose named here:

• pages_show_list — to list the Pages you manage, so you can pick the one to connect.
• business_management — so Pages you manage through a Meta business portfolio appear in that list.
• pages_messaging — to read messages customers send your Facebook Page and to send your assistant's replies.
• pages_manage_metadata — to subscribe your Page to message and comment notifications, so the assistant knows a customer is waiting.
• pages_read_engagement and pages_manage_engagement — to read the post and comment a customer is replying to, and to post your assistant's public reply.
• instagram_business_basic — to identify the Instagram professional account you connected.
• instagram_business_manage_messages — to read and reply to Instagram direct messages.
• instagram_business_manage_comments — to read and reply to comments and mentions on your Instagram posts.
• WhatsApp Business messaging — to receive messages sent to your connected WhatsApp number and send your assistant's replies within WhatsApp's messaging rules.
• We never post to your feed, never message anyone who has not messaged you first, never advertise on your behalf, and never use your data or your customers' data to build advertising audiences.

How we use it

• To generate replies. Your business profile, saved knowledge, catalog, and the recent messages in a conversation are sent to Google's Gemini model, which produces the reply text. This is the core of the service and it is described in more detail below.
• To run the features you switch on: saving a customer's details, taking orders and issuing payment links, scheduling follow-ups, and escalating to you when the assistant is unsure.
• To show you your inbox, activity log, and results, and to let you take over a conversation.
• To meter your monthly allowance and bill you, and to tell you when you are running low.
• To send you service email: escalations that need you, renewal reminders, and security notices.
• To keep the platform working and secure — diagnosing errors and preventing abuse.
• We do not sell your data, we do not share it with advertisers, and we do not use your customers' messages to train our own models.

How AI processing works

Your assistant is powered by Google's Gemini models through the Google Gemini API. To produce a reply, we send Google the business profile and instructions you wrote, the relevant saved knowledge and catalog entries, and the recent turns of that one conversation — including any image, audio, video, or document the customer sent, if you have switched that on for that media type.

Google processes this to return the reply and does not use data submitted through the paid Gemini API to train its models. We do not use your conversations to train any model of our own.

An AI assistant can be wrong. You choose per channel whether replies send automatically or wait for your approval, you can take over any conversation at any time, and you should review anything that matters commercially or legally before it reaches a customer.

Who we share it with

We share data only with the providers that make the service run. Each one receives only what its job needs, and none of them may use it for their own purposes:

• Google (Gemini API) — generates assistant replies and knowledge search.
• Google Cloud Platform — hosting, file storage for the media your customers send, and job scheduling.
• MongoDB Atlas — the database every conversation, order, and setting is stored in.
• Vercel — hosting for the pages you and your customers open in a browser.
• Meta Platforms — Facebook, Instagram, and WhatsApp message delivery.
• TikTok — TikTok message delivery, when you connect it.
• Rakuten Viber — Viber message delivery, when you connect it.
• Our email provider — carries the email channel's messages and the notifications we send you, when you connect it.
• Khalti — payment processing for subscriptions, and for orders when a business connects its own Khalti account. Khalti handles card and wallet details directly; we never see or store them.
• Fonepay — QR and mobile banking payments for subscriptions, and for orders when a business connects its own Fonepay account. Bank credentials are entered in the payer's own banking app; we never see or store them.
• We may also disclose data where the law of Nepal requires it, or to establish or defend a legal claim.

How long we keep it

• Conversations and their messages stay until you delete them, disconnect the channel they came in on, or delete the business. You can delete any single conversation, or clear its messages, from your inbox at any time.
• Saved customer details, knowledge, and catalog entries stay until you delete them.
• Orders and payment references outlive the conversation they came from, so deleting a chat does not erase a sale. They are deleted with the business.
• The activity log, which holds a copy of each incoming message and the reply to it, keeps the last 30 days and deletes anything older on its own. Deleting or clearing a conversation does not remove those copies early.
• Invoices we issue you for your subscription are never changed or deleted, because they are our tax records.
• Access tokens are deleted as soon as you disconnect a channel.
• Account and business data is deleted when you delete the business or ask us to close your account.

Your rights

You can access, correct, export, or delete your data. Most of it you can act on yourself from the dashboard: edit your profile and knowledge, edit or clear what we have saved about a customer from their own chat, delete conversations, or, as its owner, delete a whole business from its Profile tab. For anything else, email us and we will act within 30 days.

How to delete your data

There are three ways to have your data removed, and all of them work:

• From the dashboard: open the business, go to Set up → Profile, and press Delete this business (only its owner can). This removes its conversations and everything saved on them, knowledge, catalog, orders, reminders, campaigns, and channel connections.
• From Facebook: open Settings › Apps and Websites on Facebook, remove bolnepage, and choose to delete your data. Facebook sends us the request automatically, we delete the Facebook and Instagram conversations in the businesses that account connected and disconnect its Facebook Page, and we return a confirmation code with a link showing you exactly what was removed.
• By email: write to support@bolnepage.com from your account address and ask us to delete your data. We will confirm within 30 days.
• Removing our app on Facebook without requesting deletion disconnects your Facebook Page, which also removes its conversations. Your catalog, orders, and settings stay so you can reconnect later.

How we protect it

• Channel access tokens and platform secrets are encrypted before they are written to the database.
• Conversation content is encrypted in the database too: the text of every message, captions and file names, and the phone number, email, and notes saved about a customer. A customer's display name and the chat's own identifier are not encrypted, so the inbox can search and sort them — on WhatsApp and Viber that identifier is the customer's phone number.
• The encryption key is held apart from the database, so a copy of the database alone does not reveal conversations. It does not protect against someone who holds both.
• Photos and files are kept in private storage and opened through links that expire after an hour. Only business profile images and payment QR codes are public, because customers and Meta have to be able to load them.
• All traffic runs over HTTPS, and every incoming webhook is checked before we act on it: against the platform's signature, or for the email channel, against a secret only our email provider holds.
• Access to production data is limited to the people who need it to run the service.
• No system is perfectly secure. If a breach ever affects your data, we will tell you and the relevant authorities without undue delay.

Where your data is processed

bolnepage is operated from Nepal, and our providers process data on servers outside Nepal — principally Google Cloud regions and the messaging platforms' own infrastructure. By using the service you agree to your data being processed in those locations under the safeguards those providers offer.

Children's privacy

bolnepage is a business tool and is not intended for anyone under 18. We do not knowingly collect personal information from children. If you believe a child's data has reached us, write to us and we will delete it.

Your responsibilities as a business

You decide what your assistant says and what you do with the customer data it captures. You are responsible for telling your own customers that an AI assistant may answer them, for honouring their requests about their own data, and for not asking your assistant to collect sensitive information — health details, government ID numbers, card numbers — through chat.

Changes to this policy

We will update this page when the service changes. If a change materially affects how we handle your data, we will email you before it takes effect rather than relying on you to notice.