1. Who we are and our role

Crewio Limited is a Hong Kong technology provider. Crewio Customer Conversion is a multi-tenant software-as-a-service platform that helps service businesses manage customer enquiries, AI-assisted replies, customer records, follow-up and bookings. Crewio C3 (Command & Control) supports enterprise operational knowledge, documents and decisions.

For data a business customer connects to Crewio, that business generally decides why and how the data is used, and Crewio processes it to provide the contracted service. Crewio separately controls information used to operate our own website, accounts, billing, security and business communications.

2. Information we handle

Business and account information

We may handle names, business contact details, account roles, authentication and authorization records, subscription and support information, and configuration choices.

Connected channel information

When an authorized customer connects its own Instagram, Facebook Messenger or WhatsApp Business account, we may receive account identifiers and metadata, connection and permission status, messages and message metadata, sender or recipient identifiers, profile information made available through the channel, and attachments or other conversation content supported by the integration.

Customer and operational information

Depending on how the business configures Crewio, this may include customer contact details, conversation history, notes, relationship status, follow-up tasks, booking details, services, prices, policies, business documents and owner-approved operating knowledge.

Service and device information

We may collect IP address, browser and device information, timestamps, diagnostic logs, feature usage and security events needed to operate, protect and improve the service.

3. How information is used

We use information as needed to:

• connect and maintain customer-authorized Instagram, Facebook Messenger and WhatsApp Business integrations;
• receive, display, organize and route channel conversations;
• generate or assist with replies using the customer’s approved business knowledge and instructions;
• let authorized users review, approve, pause or take over customer communication;
• maintain customer records and support follow-up, bookings and service delivery;
• provide Command & Control features configured for enterprise customers;
• authenticate users, provide support, process billing and communicate service notices;
• monitor reliability, prevent misuse, investigate incidents and protect accounts; and
• comply with law and enforce our agreements.

We do not sell personal data. A customer’s connected-channel data and business knowledge are not used to serve another customer.

4. AI-assisted processing and human control

Crewio may use AI models and supporting service providers to interpret business knowledge, prepare responses, organize information and assist with workflows. Output can be incomplete or inaccurate. Business customers are responsible for configuring appropriate rules and oversight for their use case.

Authorized users can inspect conversations and records, review or correct business knowledge, change AI-handling settings, pause automation and take over a conversation. Crewio is designed to support human control, especially where judgment or sensitive communication is required.

5. Sharing and service providers

We may disclose information to personnel and vendors that help us provide hosting, infrastructure, AI processing, analytics, communications, security, support and professional services, subject to appropriate confidentiality and data-protection commitments. Channel data is also exchanged with Meta and its services as necessary to operate the customer-authorized Instagram, Facebook Messenger or WhatsApp Business connection.

We may disclose information if required by law, to protect rights and safety, in connection with a corporate transaction, or when the relevant business customer directs or authorizes us to do so.

6. Multi-tenant separation, security and transfers

Crewio operates a multi-tenant SaaS with logical separation between customer workspaces and role-based access for authorized users. We use administrative, technical and organizational safeguards intended to protect data against unauthorized access, loss, alteration and disclosure. No system is completely secure.

Our providers may process information in jurisdictions outside Hong Kong. Where applicable, we use contractual and operational safeguards appropriate to the service and data involved.

7. Retention

We retain information for as long as needed to provide the service, meet the relevant customer’s instructions, maintain security and business records, resolve disputes and comply with legal obligations. Retention can vary by data type, account configuration and contract. We delete or de-identify information when it is no longer required, subject to backups and legal requirements.

8. Customer controls, disconnect and deletion

An authorized business user may manage connected accounts from Crewio’s channel settings where available, revoke permissions through the relevant Meta business settings, or contact us for help. Disconnecting stops new data from being received through that connection, but it does not automatically erase information already stored.

To request deletion of connected-channel or account data, use our data deletion page or contact [email protected]. We may need to verify the requester’s identity and authority. End customers of a Crewio business customer should normally contact that business first because it controls the customer relationship and can instruct Crewio.

9. Access, correction and other rights

Subject to applicable law, individuals may ask to access or correct personal data, withdraw consent where processing relies on consent, object to direct marketing, or request deletion. Requests may be subject to verification, legal exceptions and the instructions of the business customer that controls the data.

Crewio is based in Hong Kong and handles personal data in accordance with applicable requirements, including the Personal Data (Privacy) Ordinance (Cap. 486).

10. Changes to this policy

We may update this policy as our products, integrations or legal obligations change. We will post the revised policy here and update the date above. Material changes may also be communicated through the service or by email.

11. Contact us