Who we are
Diwaan (“Diwaan”, “we”) provides the Diwaan software for running a trading business. This policy explains what personal information we hold, why, and what you can do about it. Our registered office address is printed on every invoice we send.
For questions about privacy, write to hello@diwaan.app.
Two kinds of information
We hold information in two different roles, and the rules differ:
- Your business's records. Sales, customers, suppliers, stock, staff and the books you keep in Diwaan belong to your business. We process them only on your instructions, to provide the service. Your business decides what goes in and who can see it.
- Information about you as our customer. Your name, email, phone, billing details and how you use Diwaan. We are responsible for this information.
What we collect
- Account details: name, email, phone number, business name and role.
- Billing details: edition, invoices and payment status. Card numbers are handled by our payment provider and never stored by us.
- Usage information: which features are used, device type, browser, and error reports, so we can keep Diwaan working and improve it.
- Support conversations: messages you send us and our replies, by WhatsApp or email, kept together for your business.
- Website forms: what you type when you ask for a demo, ask a question or apply to be a partner: your name, business, email, phone, country and message, and which page and campaign link brought you.
Why we use it
- To provide Diwaan, keep it secure and fix problems.
- To bill you and keep financial records we are required to keep.
- To answer you when you contact us.
- To tell you about changes that affect your account. We send product news only if you agree, and you can stop it at any time.
We do not sell personal information. We do not use your business's records to advertise to you or anyone else.
Who we share it with
We use these service providers to run Diwaan. Each one may use information only to provide their service to us, under a written agreement.
| Provider | What they do for us | What they receive |
|---|---|---|
| Hostinger (Lithuania, EU) | Runs the Diwaan server, its database and the nightly backups | Everything Diwaan processes, and your business's records and account details |
| Yegara, on servers run by Frantech (Luxembourg, EU) | Sends Diwaan's email; keeps encrypted copies of the nightly backups from the day that is switched on | Recipient address and the message; backup copies encrypted before they leave Diwaan's server, with a key Yegara does not have |
These are used from the day each one is switched on. Until then, the information stays in Diwaan's own database.
| Provider, once switched on | What they do for us | What they receive |
|---|---|---|
| Africa's Talking | Sends text messages | Recipient phone number and the message |
| Meta (WhatsApp Cloud API) | Sends WhatsApp messages | Recipient phone number and the message |
| WaafiPay | Takes mobile money and card payments in Somalia and Djibouti | Payer phone number or card details, amount, invoice reference |
| Flutterwave | Takes M-Pesa and card payments in Kenya | Payer phone number or card details, amount, invoice reference |
| Chapa | Takes telebirr, CBE Birr and card payments in Ethiopia | Payer phone number or card details, amount, invoice reference |
| Google Workspace | Diwaan's own email and staff accounts | Emails you send us, and what you type in our website forms (sent to our sales or partner team) |
| HubSpot | Keeps track of people who ask for a demo or apply to be a partner, and our conversations with them | Name, business, email, phone, country and what you asked about |
| Sentry | Tells our engineers when something in Diwaan fails | Technical details of the failure (what failed, device and browser type) and a code that stands for the business but cannot be turned back into it. Never names, email addresses, phone numbers or business records |
| Better Stack | Checks that Diwaan is up and alerts the engineer on call | The addresses of Diwaan's own pages and the results of its checks; no customer information |
Support conversations by email are kept in Diwaan's mailbox at Yegara. WhatsApp messages to our number go through WhatsApp.
Payment providers are used only in the countries and for the methods your business switches on. Card numbers go to the payment provider and are never stored by us. Product usage counts are kept by Diwaan itself, without names, email addresses or phone numbers.
We disclose information to authorities only when the law requires it. Where we are allowed to, we tell the affected business first.
Where it is stored
Records are stored on Diwaan's server in Lithuania (EU), run by Hostinger, and encrypted in transit. Each night's backup is kept on that server, with an encrypted copy at Yegara in Luxembourg from the day that is switched on. Records are not yet stored in Ethiopia. Payment and message providers process the parts listed above in their own systems. Where information moves between countries, we use the safeguards required by the law that applies to it.
How long we keep it
- Your business's records are kept while your account is open. After you close it, we keep them for 90 days so you can change your mind, then delete them.
- Billing records are kept for as long as tax law requires.
- Deleted records stay in backup copies only until those copies expire, and are never restored into a live account.
- Export files are deleted 7 days after they are made.
- What you send through our website forms is kept for up to 24 months. Messages our spam rules catch are deleted after 30 days.
Your choices and rights
You can see, correct, export or delete your information. Most of this you can do yourself in Settings. For anything else, write to hello@diwaan.app and we will reply within 30 days.
If your business uses Diwaan and you are one of its customers or staff, contact that business first. They control their records, and we will help them answer you.
Changes to this policy
If we change this policy in a way that affects you, we will tell account owners by email at least 30 days before the change takes effect.