Privacy Policy

Drabba Customer Support is an internal customer support platform operated by HTEX SAS. It enables our support agents to manage conversations originating from TikTok Business Messaging through Chatwoot, a third-party customer engagement platform.

We are committed to protecting personal data and complying with applicable privacy laws, including the General Data Protection Regulation (GDPR) and internationally recognized data protection practices. We also respect TikTok's platform policies and developer requirements when processing messaging data.

Depending on how the Application is used, we may process the following categories of information:

• Messaging content: customer messages sent via TikTok Business Messaging, including text and any attachments shared during a support conversation.
• Account identifiers: TikTok user identifiers or display names provided through TikTok Business Messaging APIs, as needed to identify and continue a conversation.
• Support metadata: timestamps, conversation status, agent assignments, and related operational logs required for customer support workflows.
• Contact information: email addresses or other details customers voluntarily provide while requesting support.
• Technical data: limited technical logs necessary to operate, secure, and troubleshoot the Application.

We collect only what is necessary to provide customer support and operate the Application securely.

We use collected information solely for legitimate customer support and related business purposes, including:

• Responding to customer inquiries and providing assistance
• Helping with sales-related questions and order tracking
• Routing, prioritizing, and resolving conversations in Chatwoot
• Maintaining conversation history required for continuity of service
• Improving support quality, reliability, and security
• Complying with legal obligations and platform policy requirements

We do not sell personal information. Customer messages and related data are used only to provide customer support and to operate the Application for that purpose.

We retain personal data only for as long as necessary to fulfill the purposes described in this Policy, including providing support, resolving disputes, enforcing agreements, and meeting legal or regulatory requirements.

When retention is no longer necessary, we delete or anonymize data in accordance with our internal retention procedures and applicable law.

We implement appropriate technical and organizational measures designed to protect personal data against unauthorized access, alteration, disclosure, or destruction. These measures may include access controls, encryption in transit where applicable, logging, and least-privilege access for support agents and administrators.

No method of transmission or storage is completely secure. While we strive to protect information, we cannot guarantee absolute security.

The Application relies on third-party services to deliver messaging and support functionality. In particular, we use Chatwoot as our customer support and inbox platform. Message data may be processed by Chatwoot and related infrastructure providers solely to enable support operations.

These third parties process data under their own terms and privacy practices. We select providers that support appropriate security and privacy safeguards for business operations.

When customers contact us through TikTok, messaging data is transmitted via the TikTok Business Messaging API and processed in our support platform. We process this information in accordance with TikTok's developer and platform policies, this Privacy Policy, and applicable law.

We use TikTok messaging data exclusively to communicate with customers for support- related purposes and not for unrelated advertising profiles or data brokerage.

This public website is a static informational microsite and does not use advertising cookies or third-party tracking pixels. Essential cookies or local storage may be used for preferences such as theme selection (light/dark mode).

If our support tooling or infrastructure providers use additional cookies in agent-facing systems, those uses are limited to operational and security needs.

Depending on your location and applicable law (including GDPR where relevant), you may have rights regarding your personal data, such as:

• Right of access
• Right to rectification
• Right to erasure
• Right to restriction of processing
• Right to data portability
• Right to object to certain processing
• Right to lodge a complaint with a supervisory authority

To exercise these rights, contact us using the information below. We may need to verify your identity before responding to a request.

If you have questions about this Privacy Policy or our data practices, contact:

• Company: HTEX SAS
• Email: support@drabbalovers.co
• Website: https://drabbalovers.co