Hatchium AI

Hatchium app privacy policy

Last updated: 30 September 2026

This policy explains what the Hatchium app for Android collects, why, who it is shared with, how long it is kept and how to delete it. It also covers the web pages that support the app: business links at app.hatchium.ai/c/..., and the account deletion page. For the Hatchium platform that businesses use, see the platform privacy policy.

1. Who we are

The app is provided by Hatchium AI ("Hatchium", "we", "us"), I&T Center, G10/1, Islamabad, Pakistan. You can reach us at [email protected].

The app lets you chat with businesses that use Hatchium for customer support, and lets their staff reply to you.

2. The business's role and ours

When you message a business in the app, that business decides how your conversation is used and how long it keeps it. For your conversations, the business is responsible for your information and we process it on the business's behalf and on its instructions.

For your app account itself (your verified phone number, your devices, the businesses you have added and your notification settings), Hatchium is responsible.

3. What we collect from customers

  • Phone number. We use it to confirm the number is yours. You either receive a one-time code on WhatsApp from the business's WhatsApp account, or enter a code the business gave you.
  • Messages and files. Text, photos, documents and voice notes you send or receive, and your taps on buttons in messages, for example confirming or cancelling an order.
  • Your businesses and settings. The businesses you have added, and for each one: whether order and service updates come to the app, notifications on or off, mute, quiet hours and message previews.
  • Device information. A random identifier the app creates when it is installed (not your phone's hardware identifier), the device type, the notification token issued by Google's Firebase Cloud Messaging, and when the device was last used.
  • Diagnostics. Reports of errors and failed uploads, such as the screen involved, an error code, the app version and the device model, and a note of the type of notification when you open one. These reports never contain message text, phone numbers, sign-in tokens or file names.
  • Searches. The words you search for in the app, sent to our servers to find matching messages.
  • Reports you send. If you report a message or a business, we receive your reason, your note and a copy of the reported message.

The app uses the camera only to scan a business's QR code or to take a photo you choose to send, and the microphone only while you record a voice note. It reads only the photos and documents you pick. It does not collect your location, contacts or advertising identifier, and it shows no ads.

4. What we collect from business staff

Owners, admins and agents sign in with their Hatchium account email and password, and two-factor authentication where the business has it on. We store each staff device's notification token and notification settings. Staff see the conversations and customer details their role allows, including order details from the business's online store (for example Shopify) where the business has connected it.

5. How we use information

  • To sign you in and keep your account secure, including limits on how often codes can be requested.
  • To deliver your messages to the business and its replies to you.
  • To send the notifications you allow, following your mute, quiet hours and preview settings.
  • When you turn on order and service updates for a business, to deliver those updates in the app. If the app cannot deliver one, the business may send it to your WhatsApp instead.
  • To find and fix problems in the app.
  • To review reports and deal with abuse, for example by limiting a business's use of the app.

We do not sell your information and do not use it for advertising.

6. Who we share it with

  • The business you contact. Its staff see your phone number, your messages, files and button responses in their inbox.
  • Our AI service provider (currently OpenAI). If the business uses Hatchium's AI assistant to answer, your messages are processed to produce replies, and voice notes are converted to text.
  • Meta (WhatsApp). To send your sign-in code, and for messages the business sends you on WhatsApp.
  • Google (Firebase Cloud Messaging). To deliver notifications to your device, including the message text unless you have turned message previews off.
  • Hosting and infrastructure providers. They store and back up our systems and must protect the information.
  • Authorities, only where the law requires it.

These providers may process information outside your country.

7. Security

  • All traffic between the app and our servers is encrypted in transit (HTTPS).
  • Your sign-in token is kept in your phone's secure storage. Sign-in codes can be used once and expire quickly.
  • Each business can see only its own conversations.
  • Access to our servers is limited to authorised personnel.

8. How long we keep it

  • Your app account (phone number, devices, businesses and settings): until you delete it. A sign-in on a device lasts up to 30 days before you are asked to sign in again.
  • Sign-in codes: deleted shortly after they expire.
  • Diagnostic reports: deleted after 90 days.
  • Reports you send: kept to deal with abuse. When your app account is deleted, they are no longer linked to you.
  • Conversations and files: kept by the business under its own retention rules, including after you delete your app account.
  • Backups: deleted information can remain in backups for a limited time until those backups are replaced.

9. Deleting your account

In the app, open Settings and tap Delete my account. Without the app, use the account deletion page.

  • You are signed out on every device straight away and notifications stop.
  • After 7 days we permanently delete your app account: phone number, devices, notification tokens, the businesses you added and your settings, and any pending sign-in codes.
  • If you sign in again within those 7 days, the deletion is cancelled.
  • Messages you exchanged with a business are part of that business's own records and stay with it. The business's contact record for you is kept but no longer linked to your app account. To have those removed, ask the business directly. If you cannot reach it, email us and we will pass your request on.

10. Children

The app is not directed at children under 13 and we do not knowingly collect their information.

11. Your rights

You can ask for a copy of your app account information, ask us to correct it, or ask us to delete it by emailing [email protected]. We reply within 15 business days. For conversations with a business, contact that business first, because it controls those records.

12. Changes to this policy

We will post any change on this page and update the date at the top.

13. Contact

Hatchium AI, I&T Center, G10/1, Islamabad, Pakistan. Email [email protected], phone +92 300 8880464.