Who we are
Kluvan is provided by BytesGlue Software Services and Solutions FZCO (Trade licence no. 44334, TRN 104978379600003), Dtec G-1B, Nadd Hessa, Dubai Silicon Oasis, Dubai, United Arab Emirates. For the data of your account (who you are, what you pay) we decide how it is used. For the data of your organisation (your customers, invoices, employees, documents) you decide; we only process it on your behalf to run the service. This policy explains both.
What we collect
- Account data: the organisation's name and country, the owner's name, e-mail address and phone number, the language you chose, your plan, invoices and payment references. We never see or keep card numbers; Stripe handles the card.
- Organisation data you enter: customers, suppliers and contacts, products and prices, stock, invoices, quotes and bills, projects and jobs, employees with their pay and leave records, documents and files, expenses, the users you invite (names, e-mail addresses and roles; any password is stored hashed), your settings — including an e-mail (SMTP) account if you give one for the daily report; it is stored encrypted.
- Technical data: the IP address and browser or app version of each request, sign-in times, and an activity log of who did what in the account, kept for security and so you can see it on the Team page.
Why we use it
To run the service for you; to bill you and keep the records the law requires; to keep the service secure and prevent fraud; to answer your support requests; to send you the transactional e-mails listed below; and to meet legal obligations. We do not use your data for advertising, we do not build profiles from it, and we never sell it.
Where it is stored
Our primary application database and file storage are on Amazon Web Services (AWS) in the European Union, in Milan, Italy (DynamoDB and S3), which for most organisations is outside their own country. We take a backup every day and keep backups for 35 days. Enabled external services, including LLM providers, process relevant data as described below and may use other regions.
Payments are processed by Stripe and Paymob under their own privacy policies. The e-mails we send go through Amazon SES (AWS); the daily report of your organisation goes out through your own e-mail account when you set one up.
Sub-processors and transfers outside your country
We use these sub-processors to run the service:
- Amazon Web Services (AWS), European Union (Milan, Italy): hosting, database, file storage and backups
- Amazon SES (part of AWS): delivery of the e-mails we send
- Stripe and Paymob: payments
- The AI model provider, for AI features once the owner enables them: Anthropic, and OpenAI where the organisation chooses it or for voice transcription
- Services your organisation connects itself, for example WhatsApp (Meta) or Google: they receive what the connection needs, under their own terms
- Microsoft Azure (speech service): the optional spoken weekly summaries, when the organisation turns them on
Your organisation's data is therefore stored and processed outside your own country. The basis for this transfer is your organisation's acceptance of our Terms of service (/legal/terms), which include its agreement to this storage, processing and transfer. Each sub-processor is bound by a contract that limits it to our instructions; for services you connect yourself, your own agreement with that service also applies.
How we protect it
Every connection is encrypted (TLS). Each organisation's data is isolated from other organisations' on the server side. Secrets you give us (an SMTP password, tax-authority or provider credentials) are stored encrypted and are never written to logs. Our staff reach your data only to help you or to fix a fault, and every such access is logged.
Who can see it
- Your team, according to the rights you give each user, and the accountant or partner firm you give access to.
- Our support staff, only when you ask for help or when we fix a problem in your account: with a code you give, or — for simple things like products, prices and document settings — without a code, unless you turned that off under Help → Support.
- Our sub-processors, listed under "Sub-processors and transfers outside your country", each under a contract that limits them to our instructions.
- Authorities, only when the law obliges us.
The enabled service providers described below also receive the data required for their functions. We do not sell organisation records to advertisers or data brokers.
LLM processing and your choice
With versioned owner consent, the selected LLM provider receives the inputs needed for the requested feature: prompts and notes; relevant report rows and record details; names, contact details or message content where relevant and permitted; invoice or receipt images/PDFs and extracted fields; and spreadsheet headers with the small sample explicitly approved for AI mapping. Daily briefs and other enabled background features can send relevant data before a user opens the app. We use Anthropic for included Claude features and may use OpenAI where configured, including your own provider key. Data is sent through encrypted connections; providers may process it outside our primary AWS region.
Provider retention, abuse monitoring, legal preservation and any model-improvement use depend on the applicable commercial/API agreement and account settings. Commercial/API services generally do not train on customer content by default, but this is not a promise of zero retention, universal regional residency or identical handling for every feature or customer-supplied key. See the provider notices linked in our Terms. We retain feature records, reviewed drafts or cached outputs where needed to provide the workflow, together with consent-version, usage, cost and security/audit records; retention varies by feature and our deletion obligations. We do not promise that all answers are immediately discarded.
The owner can refuse AI or withdraw consent in Settings → AI. No new organisation LLM request is permitted without current consent, including background jobs and your own key. Withdrawal is prospective and does not erase existing business records or information already sent to a provider. Non-AI entry, standard spreadsheet mapping and imports remain available.
Your AI front desk on WhatsApp
When you connect your own WhatsApp Business number to the front desk, your customers' messages reach us through WhatsApp (Meta), and the replies go out through Meta from your number. To answer, the app sends Anthropic, over an encrypted connection, the conversation's last messages (card numbers and passwords removed), the pictures the customer sent, your organisation's details and answers, and what the app looks up for it: your catalogue's prices and availability, your opening hours and delivery areas, and that customer's own orders and bookings. Voice notes are sent to OpenAI to be turned into text, only when the voice option is set up.
The provider terms, retention and data-use qualifications in the LLM section above apply to these requests too. We keep the conversations and the pictures for 90 days (or the 30 to 365 days you choose in Settings → Front desk), so you and your team can see them in the inbox; the audio of a voice note is not kept, only its text. A customer who writes STOP gets no more messages, and you can erase a customer's conversation from the inbox at any time. To avoid asking a customer the same things again, the front desk also keeps a short summary of their earlier conversations (their preferences, open questions, order and booking numbers — never card numbers, passwords or codes) until you erase that customer or make it forget them from the inbox; the questions it could not answer are listed for you in Settings → Front desk.
The Front Desk replies to customers and sends order updates. If you enable CRM campaigns, messages are sent only to customers whose consent you recorded; opt-outs and STOP requests are respected, and CRM records are deleted with your account. It is on only for organisations that switched it on; an organisation without it sends nothing to Meta, Anthropic or OpenAI through it.
How long we keep it
While your account is active. When a subscription ends or the trial expires, the account is read-only; its data is deleted 90 days later. If you ask us to delete the account, we wait 7 days in case you change your mind and then delete everything; backups expire within 35 days after that. Invoices and payment records are kept for the period accounting law requires (five years).
Your customers', suppliers' and employees' data
The people you record in the service — customers with their phone numbers and balances, suppliers, employees — are your data, and you are responsible for having the right to enter it. We process it only on your instructions, to run the service; we never contact your customers or employees ourselves. If a person asks you to see, correct or delete their data, the app and Settings → Data let you do it, and we will help if needed.
E-mail we send
Only what the service needs: sign-in codes, invitations, invoices and payment receipts, reminders that a trial or a payment is due, and notices about the service (a planned outage, a change to these policies). We do not send marketing e-mail unless you ask for it, and you can always reply to tell us to stop.
Your rights
You can see and correct your account data in Settings, export everything from Settings → Data, and ask us to delete your account. You can also object to a use of your data or ask us questions about it by writing to hello@kluvan.com. If you think we handled your data wrongly, you may also complain to the data-protection authority of your country.
Changes to this policy
We may update this policy; the date at the top says when. A change that affects you is announced by e-mail before it applies.
Contact
BytesGlue Software Services and Solutions FZCO (Trade licence no. 44334, TRN 104978379600003), Dtec G-1B, Nadd Hessa, Dubai Silicon Oasis, Dubai, United Arab Emirates. Privacy questions: hello@kluvan.com. Support: WhatsApp +1 (650) 442-5630, kluvan.com and the Help page inside the app.
Imports and connected records
You may bring authorised data from CSV, Excel or pasted spreadsheet cells, including Google Sheets. Standard parsing and mapping do not require an LLM. Optional AI mapping sends only the disclosed bounded sample after approval. Review the preview, duplicate handling, opening balances and findings before committing an import; you remain responsible for the source data and choices.
Eligible products share canonical organisation records so that the same customer, supplier or transaction can appear wherever relevant, subject to access rights. Supported links that create Books entries are enabled by default; authorised users can disable each supported link in Settings → Connected data (/settings/data-links). Disabling a link affects future linked activity, not existing entries, and does not split or duplicate shared master records. Review existing entries and reconciliation before changing links; correcting a source may require an explicit reversal or correction.
Signing in with Google or Facebook
If you choose Continue with Google or Continue with Facebook, that service sends us your name, your e-mail address (with whether it verified it), a link to your profile picture and an account ID that it gives our app. We keep your name, e-mail address and that account ID on your user, to sign you in and to show the link under Ways to sign in; we do not keep the picture, we do not receive your password, contacts or posts, and we never post anything for you. Google and Facebook process the sign-in under their own privacy policies.
You can unlink Google or Facebook at any time under Ways to sign in: we then delete the account ID and the name and e-mail that came with it from the link. You can also remove our app in your Facebook settings and ask Facebook to delete the data; Facebook tells us, we delete the link, and give you a confirmation code and a status page.
Optional spoken summaries
Optional weekly audio summaries send the summary text to Microsoft Azure’s speech service. Text and audio remain in your account as feature records; provider handling follows its applicable terms and settings. Any LLM-generated summary first requires the organisation’s AI consent.
Customer Portal
Customer email codes and sessions are used for portal access. Staff choose the customer, branch and shared sections and can revoke access. Portal access is separate from marketing consent; the records follow the account’s retention and deletion controls.
Supplier Market
Supplier Market publishes only the business profile and product listings you expressly submit for review and publication, including their business contact details. Sending a market request shares the buyer name, contact, delivery address, requested goods and agreed terms with the selected supplier. Each participant can see its shared request; internal stock, customer lists and other tenant records are not published. Account deletion removes public submissions and shared market requests. The other business retains its own purchase or sales documents under its account’s retention rules.