Privacy policy

Who this covers

Two groups of people: valeters and detailers who use Sheen ("our customers"), and the people who message those businesses on WhatsApp or Instagram ("their customers").

For messages and bookings handled on behalf of a valeting business, that business decides why the data is used, and we process it for them. In that case they are the controller and we are their processor. We still follow everything in this policy.

What we collect

Depending on how you interact with us:

• Sign-up details: your name, WhatsApp number and Instagram handle.
• WhatsApp messages: the content of messages sent to and from a business's WhatsApp number, the sender's phone number and WhatsApp profile name, and message timestamps. We receive these through Meta's WhatsApp Business Platform.
• Instagram messages: the content of direct messages sent to and from a business's Instagram account, the sender's Instagram-scoped ID and username, and timestamps. We receive these through Meta's Instagram Messaging API.
• Booking details: name, phone number, address and postcode, vehicle make, model and registration, the service booked, date and time, and price.
• Demo chat: if you try the live demo on our website, what you type is sent to our AI provider through OpenRouter to generate Sheen's replies. We don't store demo conversations or link them to you. Please don't enter personal details you don't want processed.
• Website data: we use Google Analytics, Microsoft Clarity, Vercel Web Analytics and the Meta Pixel to see how people use our website. They record the pages and sections you view, what you click, how far you scroll, whether you try the demo or sign up, and general device, browser and approximate location details. Clarity records your session (mouse movement, clicks and scrolling) so we can see how the page is used; it hides what you type into form fields. Google, Microsoft and Meta set cookies to do this.

Why we use it

• To reply to customer enquiries, give prices, check coverage areas and make, change or cancel bookings for the valeting business they contacted.
• To let the business owner see and take over conversations, and to send them notifications about new bookings.
• To contact people who sign up as founding testers about joining and using Sheen.
• To understand how people use our website, improve it, and measure which of our ads work.
• To keep the service secure, fix problems and meet our legal obligations.

Our lawful bases

Under UK GDPR we rely on: contract, to provide the service to valeting businesses and to handle the bookings their customers ask for; and legitimate interests, to run, secure and improve the service and our website, to measure our advertising, and to reply to sign-ups. You can object to website analytics at any time by blocking cookies in your browser or emailing us.

AI and automated replies

Sheen uses an AI model to write replies to customer messages. It tells customers it's an assistant. Message content is sent to our AI provider to generate each reply, under terms that stop them using it to train their models. The business owner can take over any conversation at any time, and nothing with a legal or similarly significant effect is decided by the AI alone.

Who we share it with

We never sell personal data. We share it only with:

• The valeting business the customer messaged.
• Meta Platforms, which runs WhatsApp and Instagram and delivers the messages.
• Our AI providers, to generate replies: OpenRouter (OpenRouter Inc., USA), which routes requests to Anthropic (Anthropic PBC, USA). Website demo chats go the same way.
• Our hosting provider: Vercel (Vercel Inc., USA) hosts this website and stores founding sign-ups in London, UK. [Add the host for the messaging service once it's live.]
• Our website analytics providers: Google (Google Analytics), Microsoft (Clarity), Vercel (Web Analytics) and Meta (Meta Pixel).
• Authorities, if the law requires it.

International transfers

Some of our providers process data outside the UK. Where they do, we use the UK International Data Transfer Agreement or Addendum, or rely on UK adequacy regulations, so your data stays protected.

How long we keep it

• Conversation history: for as long as the business uses Sheen, so the assistant has context. Deleted within 30 days of the business leaving, or sooner on request.
• Booking records: up to 2 years after the booking date, unless the business deletes them sooner.
• Founding tester sign-ups: until you join or tell us you're not interested, and no longer than 12 months.
• Website analytics: kept by Google, Microsoft, Vercel and Meta under their own retention settings. We don't keep a separate copy.

Your rights

Under UK GDPR you can ask us to: give you a copy of your data; correct it; delete it; restrict or object to how we use it; and move it to another provider. You can also withdraw consent at any time.

Email privacy@getsheen.co.uk and we'll reply within one month. If you message a valeting business, we may pass your request to them, since they control that data. You can also see our data deletion page for step-by-step instructions.

If you're unhappy with how we've handled your data, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Security

Data is encrypted in transit and access is limited to the people who need it to run the service. Access tokens for WhatsApp and Instagram are stored securely and never shared.

Changes

If we change this policy, we'll update the date at the top. If the change is significant, we'll tell our customers directly.