Châtaigne Privacy Notice

1. Who is responsible for your data

Data protection law uses the terms "controller" and "processor".

A controller decides why and how personal data is used. A processor handles personal data on behalf of a controller and under that controller's instructions.

Châtaigne has different roles depending on the activity.

When you order from a restaurant

When you place an order with a restaurant through Châtaigne, the restaurant is the controller for order-related data. This includes your messages, order details, delivery information, payment flow, loyalty or referral information, and any restaurant marketing.

For those activities, Châtaigne acts mainly as a processor for the restaurant. We handle the data to provide the ordering, AI clerk, payment, delivery, POS, dashboard and communication services to the restaurant.

You should also read the privacy information of the restaurant you order from. If you exercise your data protection rights for order-related data, you can contact the restaurant. You may also contact us, and we will help the restaurant respond where required.

When Châtaigne is controller

Châtaigne is controller for its own business and service operations, including:

• the Châtaigne website and contact forms;
• restaurant dashboard and staff accounts;
• restaurant onboarding, billing, invoices and account administration;
• security logging, abuse prevention, fraud prevention and incident investigation;
• communications with restaurant partners, prospects, suppliers and applicants;
• legal, regulatory, accounting and tax compliance;
• management of our service providers and infrastructure; and
• product quality, safety and improvement, as described in this notice.

The controller is:

2. Personal data we handle

The personal data we handle depends on how you interact with Châtaigne.

If you order from a restaurant

We may handle the following data on behalf of the restaurant:

• Identity and contact details: first name, last name, phone number, WhatsApp number, Instagram handle, email address, language and customer profile information.
• Delivery details: delivery address, postcode, city, shared geolocation, delivery instructions and delivery status.
• Conversation content: messages exchanged with the AI clerk or restaurant, including text messages, voice notes, images, files, attachments and customer-support interactions.
• Order information: items ordered, prices, order notes, order history, fulfilment status, preferences, favourites and saved profile information.
• Payment-related information: tokenised payment identifiers, payment provider customer identifiers, card brand, last four digits and expiry date where available through the payment provider. We do not store full card numbers in Châtaigne's own systems.
• Loyalty, referral and marketing information: loyalty status, referral information, campaign eligibility, and marketing opt-in or opt-out status.
• Possible sensitive information: we do not intentionally ask for sensitive information as part of the standard service. However, you may choose to write allergy information, health-related information, religious-diet information or similar preferences in a message or order note. The restaurant uses this information to prepare and fulfil your order, and Châtaigne processes it only as needed to provide the service and follow the restaurant's instructions. Please share only what is necessary for your order.

If you use the restaurant dashboard

We may handle:

• name and email address;
• password hash;
• session data, such as IP address, device information and user-agent;
• authentication tokens, OAuth tokens and API keys;
• organisation membership, permissions and role information;
• dashboard activity and support communications.

If you are a restaurant billing or business contact

We may handle:

• name, email address, phone number and job title;
• restaurant or company name;
• billing address, tax ID and invoice details;
• contract, onboarding, payment and account-administration information;
• support, sales and customer-success communications.

If you are a courier, delivery contact or delivery provider user

Where relevant to a restaurant's delivery workflow, we may handle:

• name and phone number;
• delivery status and route information;
• geolocation where enabled by the delivery integration;
• vehicle or courier information if provided by the delivery provider or restaurant.

If you visit our website or contact us

We may handle:

• IP address;
• browser, device and operating-system information;
• referring URL, pages visited, date and time of access;
• language preference;
• information you submit through a contact form, demo request, email or social-media message.

Our website currently uses a strictly necessary language preference cookie and temporary browser storage for interface states. We do not use advertising cookies or third-party tracking cookies on the website unless this notice or a cookie banner is updated to say so.

If you apply for a job or contact us professionally

We may handle your name, contact details, CV, application materials, professional history, interview notes, references and related communications.

3. How and why data is processed when you order

When you order from a restaurant using Châtaigne, the data flow may include the following steps.

Message intake

Your message is received through a messaging channel such as WhatsApp, through 360dialog and Meta/WhatsApp, or Instagram through Meta. We receive the phone number, handle, name, message content and any voice note, image or file you send.

AI clerk

Your message and relevant conversation history are processed by Châtaigne's AI clerk to understand your request, ask follow-up questions and help build your order.

The AI clerk may use third-party AI providers and model gateways. Voice notes may be transcribed automatically. You are interacting with an automated assistant, not a human. You can ask to be connected to a human or contact the restaurant directly at any time.

Address and delivery

Your delivery address may be validated, geocoded and shared with the restaurant's drivers or a delivery provider so that your order can be delivered.

Order creation and confirmation

Your order is assembled, checked, confirmed and transmitted to the restaurant and, where configured, to the restaurant's point-of-sale system.

Payment

Payment is handled by a payment provider. The payment provider tokenises card information. Châtaigne does not store full card numbers in its own systems.

Payment providers may act as independent controllers for the payment services they provide. Their own privacy notices may also apply.

Delivery

Your name, phone number, delivery address, delivery instructions, order contents and relevant order metadata may be shared with the restaurant's drivers or a delivery provider such as Uber Direct.

POS and restaurant systems

Your confirmed order may be sent to the restaurant's POS, kitchen, loyalty, feedback, printing or operational systems, depending on the restaurant's configuration.

Notifications

Order, customer-service and operational notifications may be sent to restaurant staff and Châtaigne's internal support channels.

Marketing

Where permitted by law, and where you have consented or the restaurant can rely on an existing-customer or soft opt-in rule, the restaurant may send you offers, loyalty messages, promotions or information.

You can opt out of marketing at any time by asking the AI clerk, using any opt-out instruction in the message, or contacting the restaurant or Châtaigne.

4. Legal bases

Where GDPR or UK GDPR applies, the relevant controller must have a legal basis for processing personal data.

For order-related processing, the restaurant is usually the controller. Depending on the activity, the restaurant may rely on:

• performance of your order or steps needed before confirming an order;
• legitimate interests, such as operating the restaurant, preventing fraud, securing the service and handling support;
• compliance with legal obligations, such as tax, accounting or food-safety obligations;
• consent or soft opt-in rules for marketing, depending on the channel and applicable law.

If you voluntarily provide allergy, health-related, religious-diet or similar information, the restaurant is responsible for identifying the appropriate legal basis and, where required, a special-category condition under applicable law.

Where Châtaigne is controller, we rely on one or more of the following legal bases:

• performance of a contract or pre-contractual steps, for example dashboard access, restaurant onboarding, billing and support;
• legitimate interests, for example service security, fraud prevention, product safety, troubleshooting, business communications and improving the reliability of our service;
• consent, where required, for example certain marketing communications or non-essential cookies if introduced in the future;
• legal obligations, for example accounting, tax, regulatory or court obligations.

Under Swiss data protection law, we process personal data in accordance with the principles of lawfulness, fairness, transparency, proportionality, purpose limitation and security.

5. Use of artificial intelligence

Châtaigne uses an AI clerk to help restaurants receive, understand and manage customer orders through messaging channels.

The AI clerk may:

• understand text and voice messages;
• transcribe voice notes;
• ask follow-up questions;
• suggest order items based on the restaurant's menu;
• assemble an order draft;
• help with customer support and order-status questions.

AI outputs can be wrong or incomplete. Important order details should be checked before confirmation. You can ask for human help at any time.

We use third-party AI and language-model providers to provide this functionality. These may include OpenRouter, Anthropic, OpenAI, Groq and related providers depending on the feature and configuration.

We configure no-training and retention-limiting settings with AI providers where these settings are available and supported. Calls routed through OpenRouter are configured for zero data retention where supported. Some direct transcription or model providers may have separate retention and no-training terms, which are governed by the relevant provider contracts and settings.

We do not intentionally use your order conversations to train public AI models. This does not prevent Châtaigne, the restaurant or our providers from keeping operational records needed to provide the order, secure the service, troubleshoot issues, comply with law or maintain audit logs.

6. Product quality, safety and improvement

We use data to keep Châtaigne reliable, safe and useful.

This may include reviewing logs, AI traces, order flows, failed requests, support issues and limited conversation records where necessary to debug problems, prevent abuse, improve prompts, fix errors and improve the quality and safety of the product.

Where possible, we use aggregated, anonymised or minimised data. We do not intentionally use allergy, health-related, religious-diet or similar sensitive information for general product improvement. We are implementing stronger anonymisation and retention controls for conversation-review and AI-tracing datasets.

Access to identifiable conversation data for quality, safety and support is restricted to authorised personnel with a need to know.

7. Who we share data with

We share personal data only where needed to provide, operate, secure or improve the service, to comply with law, or as instructed by the restaurant.

Not every provider listed below is used for every restaurant or every order. Some providers are used only if the relevant restaurant, country, payment method, POS, delivery flow or messaging channel is enabled.

We do not sell your personal data.

Restaurants

When you place an order, your data is shared with the restaurant you are ordering from so the restaurant can confirm, prepare, fulfil, deliver and support your order.

Infrastructure, hosting, logging and security

We use providers such as:

• Amazon Web Services, including EU-hosted application infrastructure, media storage, cache, secrets and logs;
• PlanetScale for database hosting;
• Cloudflare for DNS, security, edge protection, TLS, CDN and traffic routing;
• Better Stack, Axiom, AWS CloudWatch and similar tools for logs, monitoring and incident response;
• Langfuse for AI tracing and observability;
• Sentry or similar tools where used for error monitoring;
• secret-management and configuration tools where used to operate the service securely.

Messaging and notifications

We use providers such as:

• 360dialog and Meta/WhatsApp for WhatsApp messaging;
• Meta/Instagram for Instagram messaging;
• Twilio where voice, IVR or number-provisioning features are enabled;
• Resend for transactional email;
• Slack and similar tools for operational, support and restaurant notifications;
• Discord may still be used for some internal operational notifications while it is being phased out.

AI and transcription

We use providers such as:

• OpenRouter for model routing;
• Anthropic and OpenAI for language-model functionality;
• Groq and OpenAI for transcription or model features;
• Langfuse for AI observability and quality tracing.

Payments

Payment providers may include:

• Stripe;
• Yavin;
• Square;
• other payment providers where enabled for a particular restaurant.

Payment providers generally act as independent controllers for payment processing, fraud prevention, chargebacks, regulatory checks and payment compliance.

Maps and geolocation

We use providers such as Google Maps Platform and Google Places for address autocomplete, validation and geocoding. Map providers may process address, location and request data.

POS and restaurant integrations

Where configured by the restaurant, order information may be sent to POS or restaurant system providers such as:

• Hubrise;
• Zelty;
• Izipass;
• Square;
• Deliverect;
• Dood;
• Splash.

The data sent may include customer name, phone number, email address, delivery address, delivery city or postcode, geolocation, order items and order status, depending on the integration.

Delivery, feedback and printing

Where configured, data may be shared with providers such as:

• Uber Direct for last-mile delivery;
• Dokaa for customer feedback;
• Expedy for receipt, label or ticket printing.

Professional advisers, authorities and transactions

We may share personal data with lawyers, accountants, auditors, insurers, banks, public authorities, courts, regulators or transaction counterparties where necessary for legal, regulatory, accounting, security, dispute, financing, merger, acquisition or corporate-transaction purposes.

8. International transfers

Our primary application database, media storage, cache, queueing and internal infrastructure are hosted in the European Union.

However, some providers are based in, owned from, or operate from countries outside Switzerland, the EEA or the United Kingdom, including the United States. Some services also use global infrastructure, such as edge networks, messaging platforms, AI providers, payment providers, maps, delivery providers and POS integrations.

Where personal data is transferred outside Switzerland, the EEA or the United Kingdom, we use appropriate safeguards where required. These may include:

• adequacy decisions;
• the EU-US, Swiss-US or UK-US Data Privacy Framework where the provider is certified and the transfer falls within the certification;
• EU standard contractual clauses;
• Swiss data-transfer clauses or Swiss amendments to the EU clauses;
• the UK International Data Transfer Agreement or UK Addendum;
• transfer risk assessments and supplementary measures where required.

9. How long we keep data

We keep personal data only for as long as necessary for the purpose for which it was collected, unless a longer period is required or permitted by law.

In practice:

• order-related data is kept while needed to fulfil orders, support the restaurant relationship, provide customer support, handle disputes, maintain security and comply with legal obligations;
• restaurant dashboard account data is kept while the account is active and for a reasonable period afterwards where needed for security, audit, support or legal reasons;
• billing, tax, accounting and contract records are kept for the periods required by applicable law, which may be up to ten years for some records;
• operational logs and security records are kept for limited periods based on operational, security and legal needs;
• backups are deleted or overwritten according to routine backup cycles unless a longer retention period is required for legal, security or continuity reasons;
• anonymised or aggregated data may be kept for longer because it no longer identifies an individual.

Restaurants may request export or deletion of customer records through the service or support process, subject to legal and technical limits.

We are implementing a more detailed retention schedule by data category. Once finalised, we will update this notice where appropriate.

10. How we protect your data

We use technical and organisational measures appropriate to the risk, including:

• encryption in transit using TLS;
• encryption at rest for managed databases, object storage and other managed platforms where technically supported;
• role-based access control;
• least-privilege access to production systems;
• secure secrets and credential management;
• network segregation and private infrastructure where appropriate;
• web application firewall and edge security controls;
• logging, monitoring and incident-response processes;
• backup and restoration procedures;
• internal confidentiality obligations;
• vendor and sub-processor review processes.

11. Your choices and rights

Depending on your jurisdiction, you may have the right to:

• access your personal data;
• correct inaccurate or incomplete data;
• delete your data;
• restrict processing;
• object to processing, including direct marketing;
• receive your data in a portable format;
• withdraw consent where processing is based on consent;
• object to certain automated processing;
• ask for human involvement where an automated process produces legal or similarly significant effects.

Châtaigne's AI clerk helps with order-taking and support. It is not intended to make decisions that produce legal or similarly significant effects without human involvement. You can ask to be connected to a human or contact the restaurant directly.

For order-related data, the restaurant is usually the controller. You may exercise your rights with the restaurant. You may also contact us at contact@chataigne.ai, and we will assist the restaurant where required.

For data where Châtaigne is controller, contact us at contact@chataigne.ai.

We may need to verify your identity before responding to a rights request.

You also have the right to lodge a complaint with a data protection authority, including:

• the Federal Data Protection and Information Commissioner in Switzerland;
• your local EEA data protection authority, such as the CNIL in France;
• the Information Commissioner's Office in the United Kingdom.

12. Marketing choices

If you receive marketing from a restaurant through Châtaigne, you can opt out at any time by:

• asking the AI clerk to stop marketing messages;
• using any unsubscribe or opt-out instruction in the message;
• contacting the restaurant;
• contacting us at contact@chataigne.ai.

Opting out of marketing does not stop transactional messages that are needed for an order, such as order confirmations, delivery updates or support messages.

If you are a restaurant partner or business contact, we may contact you about Châtaigne's services, product updates, onboarding, billing, support and related business matters. You can ask us to stop non-essential marketing communications.

13. Website, cookies and social media

When you visit chataigne.ai, we process technical data needed to operate and secure the website, such as IP address, browser information, device information, pages visited and timestamps.

The website uses a strictly necessary language preference cookie and temporary browser storage for interface states. These are used to make the website work properly and remember your language preference.

We do not use third-party advertising or analytics cookies on the website unless we update this notice or provide a cookie banner or other notice where required.

If you interact with us on social media, the relevant platform may also process your data for its own purposes. Please read the privacy notice of the platform you use.

Ordering through Instagram or WhatsApp is also subject to Meta's platform terms and privacy information.

14. If you do not provide data

Some data is necessary to use the service.

For example:

• without a name, contact detail, order details and payment or payment-flow information, the restaurant may not be able to accept or fulfil your order;
• without a delivery address, the restaurant or delivery provider may not be able to deliver;
• without dashboard account information, restaurant staff cannot access the dashboard;
• without billing details, we may not be able to invoice or manage a restaurant account.

You should not provide information that is unnecessary for your order or interaction.

15. Changes to this notice

We may update this Privacy Notice from time to time.

The current version and date are shown at the top of the notice. The up-to-date version is published on this page. Where a change is material and required by law or contract, we will provide additional notice.

Châtaigne is a product of VZ Labs SA.