SocialServe

Privacy Policy

Last updated: May 19, 2026

This Privacy Policy explains how SocialServe (“we”, “us”, “our”, or “the Company”), operated at socialserve.ca, collects, uses, stores, and shares information when you use our platform and services. By using SocialServe, you agree to the collection and use of information in accordance with this policy.

If you do not agree with this policy, please do not use our services.

1. Who We Are

SocialServe is an AI-powered social media engagement platform designed for restaurant and food service businesses. We help restaurant owners manage Instagram Direct Messages, automate customer responses, and track revenue generated from social media interactions.

Contact:contactus@socialserve.ca
Website:https://socialserve.ca

2. Information We Collect

2.1 Information You Provide to Us

When you create a SocialServe account, we collect:

  • Full name and business name
  • Email address and phone number
  • Restaurant details (location, cuisine type, operating hours)
  • Payment and billing information (processed securely by Stripe — we do not store full card numbers)
  • Brand voice preferences and automation settings you configure

2.2 Instagram and Meta Platform Data

When you connect your Instagram Business or Creator account to SocialServe, you authorize us to access the following data through the official Meta Instagram Graph API:

  • Your Instagram account ID, username, and profile picture
  • Direct Messages (DMs) sent to your Instagram account by your customers
  • Comments posted on your Instagram posts, reels, and stories
  • Story mentions and replies directed at your account
  • Basic account metadata including follower count and account type
  • Media posted to your account (for analytics purposes only)

We access this data only with your explicit authorization through Instagram’s official OAuth process. You can revoke this authorization at any time.

The following Meta API permissions are used by SocialServe:

  • instagram_business_basic — to read your Instagram account profile information during onboarding and account management
  • instagram_business_manage_messages — to receive incoming Direct Messages via webhook and send replies on your behalf through the Instagram API
  • instagram_business_manage_comments — to receive comments on your posts and send replies on your behalf
  • human_agent — to allow your staff to respond to messages that fall outside the standard 24-hour messaging window, within a 7-day period

2.3 Data From Your Customers

When your Instagram followers send messages or post comments to your connected Instagram account, their messages are delivered to SocialServe via Meta’s official webhook system. We process this data solely to:

  • Display the message in your SocialServe inbox
  • Generate AI-assisted reply suggestions
  • Apply your configured automation rules and promo offers
  • Record the interaction for your analytics dashboard

We do not independently contact your customers, sell their data, or use their information for any purpose other than providing the SocialServe service to you.

2.4 Automatically Collected Data

When you use our platform, we automatically collect:

  • Log data (IP address, browser type, pages visited, timestamps)
  • Device information (operating system, screen resolution)
  • Feature usage data (which features you use and how often)
  • Performance metrics (response times, error logs)

3. How We Use Your Information

We use the information we collect to:

  • Provide and operate the SocialServe platform
  • Display incoming Instagram messages and comments in your inbox
  • Generate AI-assisted reply drafts using your brand voice settings
  • Send automated replies on your behalf when Autopilot mode is enabled
  • Apply promo rules and follow-up sequences you have configured
  • Generate analytics reports showing your engagement and revenue metrics
  • Process your subscription payments
  • Send you account notifications, alerts, and support communications
  • Improve our AI models and platform features
  • Investigate and prevent fraud, abuse, or violations of our Terms
  • Comply with applicable laws and legal obligations

4. Autopilot and AI-Generated Messages

When you enable Autopilot mode in SocialServe, you explicitly authorize our AI system to send messages to your Instagram customers on your behalf without requiring your approval for each individual message.

You acknowledge and agree that:

  • You are solely responsible for all messages sent from your Instagram account through SocialServe, whether sent manually or via Autopilot
  • Our AI drafts replies based on your configured brand voice, tone settings, and automation rules
  • You can disable Autopilot at any time from your settings
  • All messages sent via Autopilot are logged and visible to you in the Activity Log

5. How We Share Your Information

We do not sell, rent, or trade your personal information or your customers’ data to any third party.

We may share information only in these limited circumstances:

5.1 Service Providers

We share data with trusted third-party service providers who help us operate the platform, including:

  • Stripe — payment processing
  • OpenAI — AI reply generation (message content is sent to OpenAI’s API for processing; OpenAI does not use your data to train their models under our business agreement)
  • AWS / cloud hosting providers — secure data storage
  • Redis / queue services — message processing infrastructure

All service providers are contractually required to protect your data and use it only for the purpose of providing services to us.

5.2 Meta Platforms, Inc.

We exchange data with Meta’s Instagram API as necessary to receive and send messages on your behalf. This exchange is governed by Meta’s Platform Terms and our agreement with Meta as an approved API partner.

5.3 Legal Requirements

We may disclose your information if required to do so by law, court order, or government authority, or if we believe disclosure is necessary to protect the rights, property, or safety of SocialServe, our users, or the public.

5.4 Business Transfers

If SocialServe is acquired, merged, or sold, your information may be transferred as part of that transaction. We will notify you before your information is subject to a different privacy policy.

6. Data Retention

We retain your data for as long as your account remains active.

  • Account data: retained while your account is active and for 90 days after closure
  • Instagram message data: retained for 90 days, then permanently deleted
  • Payment records: retained for 7 years as required by financial regulations
  • Analytics data: retained for up to 2 years in aggregated, anonymized form

You may request deletion of your personal data at any time by emailing contactus@socialserve.ca. We will process your request within 30 days.

7. Data Security

We implement industry-standard security measures to protect your information:

  • All data is transmitted over encrypted HTTPS / TLS connections
  • Instagram access tokens are stored encrypted at rest
  • Access to production systems is restricted to authorized personnel only
  • Regular security audits and vulnerability assessments
  • Automatic token refresh to prevent unauthorized access from expired credentials

Despite these measures, no method of data transmission or storage is 100% secure. We cannot guarantee absolute security of your information.

8. Your Rights and Choices

You have the following rights regarding your personal data:

  • Right to Access — You can request a copy of the personal data we hold about you.
  • Right to Correction — You can update or correct your account information at any time through your account settings.
  • Right to Deletion — You can request that we delete your account and associated data by contacting contactus@socialserve.ca.
  • Right to Disconnect Instagram — You can disconnect your Instagram account from SocialServe at any time through your SocialServe account settings or through Instagram’s app (Settings → Apps and Websites → SocialServe → Remove).
  • Right to Withdraw Consent — You can withdraw consent for any data processing activity by contacting us. Note that withdrawing consent may limit your ability to use certain features.
  • Right to Data Portability — You can request an export of your data in a machine-readable format.

If you are located in the European Union or United Kingdom, you also have additional rights under GDPR / UK GDPR including the right to lodge a complaint with your local data protection authority.

To exercise any of these rights, contact us at contactus@socialserve.ca.

9. Cookies and Tracking

SocialServe uses cookies and similar tracking technologies to:

  • Keep you logged in to your account (session cookies)
  • Remember your preferences and settings
  • Analyze platform usage to improve our service
  • Prevent fraudulent activity

You can control cookies through your browser settings. Disabling cookies may affect the functionality of the platform (for example, you may not be able to stay logged in).

We do not use cookies to track you across third-party websites.

10. Third-Party Links

Our platform may contain links to third-party websites (for example, links to Meta’s documentation or Stripe’s billing portal). We are not responsible for the privacy practices of those websites. We encourage you to review their privacy policies before providing any personal information.

11. Children’s Privacy

SocialServe is a business platform intended for use by adults operating restaurant businesses. We do not knowingly collect personal information from anyone under the age of 18. If you believe we have inadvertently collected information from a minor, please contact us immediately at contactus@socialserve.ca and we will delete it promptly.

12. International Data Transfers

SocialServe is operated from North Vancouver, Canada. If you are accessing our service from outside Canada, your information may be transferred to and processed in Canada or other countries where our service providers operate. By using SocialServe, you consent to this transfer.

We ensure that any international transfers comply with applicable data protection laws and that adequate safeguards are in place.

13. California Privacy Rights (CCPA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA), including the right to know what personal information we collect, the right to delete your personal information, and the right to opt out of the sale of personal information. We do not sell personal information. To exercise your CCPA rights, contact us at contactus@socialserve.ca.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:

  • Update the “Last updated” date at the top of this page
  • Send you an email notification to the address on your account
  • Display a notice in your SocialServe dashboard

Your continued use of SocialServe after changes become effective constitutes your acceptance of the updated policy.

15. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please contact us:

Email:contactus@socialserve.ca
Website:https://socialserve.ca

We aim to respond to all privacy inquiries within 5 business days.