Effective date: 27 September 2026
This Privacy Policy explains how The Decant Company collects, uses, stores and shares personal information when you use our website, its NORA AI shopping assistant, place an order, or contact The Decant Company through Facebook Messenger.
Information we collect
- Website and order information you provide, such as your name, phone number, delivery address, selected products and payment method.
- Facebook Messenger information required to operate our Page inbox, including a Page-scoped sender identifier, message text, message identifiers, timestamps and attachment type or metadata.
- Technical and security information such as IP address, browser information, cookies, webhook verification records and limited diagnostic logs.
- Conversation preferences and product context needed to answer follow-up questions and provide customer support.
How we use information
- To answer user-initiated Messenger questions about products, sizes, prices, stock, delivery and order status.
- To provide product recommendations using current The Decant Company catalogue data.
- To prepare and fulfil an order only after the customer clearly confirms the final order summary.
- To detect duplicate requests, prevent abuse, protect account security and troubleshoot service failures.
- To comply with legal obligations and resolve customer-service issues.
AI-assisted Messenger service
Our Messenger assistant, Nora, is an AI assistant for The Decant Company. Relevant message text, limited recent conversation context and approved product information may be sent to OpenAI to generate a reply. Requests are configured not to be stored by the model provider where supported. The assistant does not claim to be human. Unsupported images and voice notes are not analysed; the assistant asks the customer to provide the information in text.
Sharing and service providers
We do not sell personal information. We share only the information reasonably necessary with service providers that help us operate the service, including Hostinger for website and server hosting, OpenAI for AI-assisted replies, Meta for Facebook Messenger delivery, WooCommerce service components for ecommerce operations, and delivery providers when an order is confirmed and fulfilment requires it.
Retention
AI Inbox conversation and event records are normally retained for up to 30 days. Confirmed order, payment, delivery and accounting records may be retained for longer when required to fulfil the order, resolve disputes, prevent fraud or meet legal and tax obligations. Security backups may persist for a limited additional period before scheduled deletion.
Cookies and website data
Our website may use cookies that are necessary for shopping-cart, checkout, account, security and preference functions. Embedded services may process information under their own privacy policies.
Security
We use measures designed to protect personal information, including signed webhook verification, restricted administrative access, encrypted secret storage, bounded logs and redacted diagnostics. No internet service can guarantee absolute security.
Your choices and data deletion
You may ask to access, correct or delete personal information associated with your Messenger or NORA website conversation. Follow the instructions on our Data Deletion page. We may need to verify that the request comes from the correct account. Information that we must retain for legal, security, fraud-prevention or completed-order obligations may be excluded from deletion where permitted by law.
Changes to this policy
We may update this policy when our services or legal obligations change. The effective date at the top of this page identifies the current version.
NORA conversation recording and quality analysis
NORA is an AI-powered website shopping assistant. If you choose the optional recording consent in the NORA chat, we may record the text you submit and NORA replies in chronological order, along with relevant product recommendations, clicks, cart actions, errors, handoffs, outcomes and technical/session context needed to operate the service. We use these records to investigate mistakes and improve service quality. You can use the chat without opting in. Unchecking the choice stops new quality records in that browser session; to request deletion of records already stored, use the Data Deletion process below. NORA is not automatically retrained from these conversations; changes to prompts, rules, actions or code require human approval and testing.
Quality-recording events are stored for The Decant Company with encrypted payloads and restricted access. We apply automated redaction to common sensitive information, but free text can still contain personal information; please do not send passwords, payment-card numbers, API keys or other unnecessary sensitive details. Event records are scheduled for deletion after 30 days. Internal quality reports, which may contain redacted excerpts rather than fully anonymous data, are scheduled for deletion after 12 months. Scheduled cleanup, lawful retention needs and limited security backups can affect the actual deletion time.
To answer your NORA message, relevant text, recent conversation context and approved product information may be sent to our AI provider, OpenAI, even if you do not opt in to separate quality recording. Hostinger hosts the website and its records; WooCommerce processes shopping-cart data. We do not send NORA quality records to an AI provider for automatic training. You may request access, correction or deletion using the âYour choices and data deletionâ section above.