Moshee Privacy Policy
Last updated on 23 September 2026
1. Introduction and Our Commitment
Your Privacy Matters to Moshee
Moshee is a conversational commerce AI agent designed to help small and medium-sized businesses manage, qualify, and convert sales leads from multiple channels.
This Privacy Policy explains how Carousell Trust Pte. Ltd, operating as Moshee, its subsidiaries, and affiliates (collectively, "Moshee", "we", "us", or "our") handle the information collected and received in the course of your use of our websites, mobile application, and services (collectively, the “Services”).
By using our Services, you agree to the terms of this Privacy Policy. This policy supplements and is incorporated into our Moshee Terms of Service.
Capitalised terms used but not otherwise defined in this Privacy Policy have the meaning given to them in our Terms of Service. Words importing the singular include the plural and vice versa, unless the context requires otherwise. Where you connect a Carousell Platform account via Moshee Connect, this Policy should also be read together with Addendum A (Moshee Connect Terms) and Addendum B (Moshee Connect – Data Processing Terms) to the Terms of Service, which set out additional terms specific to that data flow.
Our Commitment: We are committed to protecting the privacy of your business information and the conversational data of your leads. We aim to be transparent about how we collect, use, and disclose information, especially how we leverage data to train and improve the AI Agent that serves your business.
2. Information We Collect and Receive
We collect and receive information primarily to operate the Moshee platform and power your conversational AI Agent. This information generally falls into two categories:
A. Merchant and Account Information (Directly Provided by You)
This information (“Merchant Data”) relates to your business and your use of Moshee:
- Account Data: Your name, company name, email address, phone number, business type, industry, geographic location and details of your authorised personnel when you register or subscribe for an account (“Account”) with us.
- Configuration Data: Information about how you set up and link Moshee to your channels / platforms (e.g., Carousell, WhatsApp, Zalo, Telegram), including API keys, tokens, and specific instructions or personality you set for your AI Agent.
- Connected Data (via Moshee Connect): Where you connect a Carousell Platform account (as defined in our Terms of Service) to the Services, the relevant Carousell Platform operator transfers Connected Data to us, including account and profile information, chat room and product listing details, and message content and attachments associated with that account — as further described in Addendum A (Moshee Connect Terms) to our Terms of Service. Unlike your connection to third-party channels such as WhatsApp, Zalo, or Telegram, this data flow is governed by a specific data processing agreement between Carousell and Moshee, as set out in Addendum A and Addendum B.
- Billing Data: Payment information (e.g., credit card number, billing address) required to process payments.
- Communications with Moshee: Records of your correspondence with our support, sales, or technical teams.
B. Conversational and Usage Data (Collected Through the Services)
This information (“Conversational Data”) is generated by the operation of the Moshee unified inbox and AI agent:
- Customer Contact Information: Names, phone numbers, email addresses, and other identifiers of your customers or sales leads that flow through your connected channels.
- Conversational Content: The complete history of information, messages, text, images, files, and attachments exchanged between your customers and you/the Moshee AI Agent across all integrated channels.
- AI Agent Performance Data: Information on the AI Agent's actions, such as response times, qualification status, conversion rates, and the effectiveness of generated responses.
- Usage Data: Details about how you interact with the Moshee app, which features you use, and diagnostic information (device type, operating system, IP addresses, and log files).
You are under no obligation to provide the information to us. However, if you choose to withhold the information or to revoke permission for us to receive the information, we may be unable to provide certain aspects of our Services to you.
By providing us with any information relating to a third party (e.g. information of your employees and/or customers), you represent to us that you have validly obtained the consent of the third party to provide us with their information for the respective purposes.
3. Why We Collect Information and How We Use It
We use the collected information for the following purposes and under the stated legal bases (where required):
| Purpose of Use | Description & Business Context |
|---|---|
| To Provide the Services | To operate the unified inbox, route leads from channels / platforms, and manage your account and subscription. |
| To Power the AI Agent | Processing and analysing conversation content to understand customer inquiries, generate contextual responses, qualify leads, and perform tasks instructed by you. |
| To Enhance Customer Service | To provide real-time answers in chat interactions; analyse customer service conversations to identify areas for improvement and understand common customer issues; and assist our support team in responding to your inquiries more efficiently and effectively. |
| Transaction Facilitation | To facilitate, confirm, and/or provide updates or notifications in relation to any transactions managed via the Moshee platform. |
| Service Improvement and AI Training | Analysing conversational data (often after anonymisation or aggregation) to refine and fine-tune our underlying AI models. This allows us to train our agents on the best localised, high-conversion communication styles to improve the product globally. |
| Marketing and Communication | To send you essential service announcements, product updates, and, with your consent, promotional materials about new features or related Carousell Group services; To publish and/or use for our marketing purposes, your feedback, testimonials, and success stories, as otherwise notified to you at the time of collection. |
| Other Functions | Perform functions or services as otherwise notified to you at the time of collection. |
4. Who We Share Information With
We share your information only when necessary to operate our business, provide the Services, or comply with the law.
- Internal Sharing (Carousell Group): We may share Merchant Data and anonymised/aggregated Conversational Data with other entities within the Carousell Group (including Carousell and OneShift) for:
- Fulfilling Service Requests: To provide seamless integration with Carousell’s platform.
- Business Development: To analyze market trends, improve group products, and pursue new business opportunities.
- Receipt of Data via Moshee Connect: Separately, where you connect a Carousell Platform account, the relevant Carousell Platform operator (as a Related Company within the Carousell Group) transfers Connected Data to us for the purposes described in Addendum A and Addendum B to our Terms of Service, under a data processing agreement between Carousell and Moshee.
- Third-Party Service Providers: We engage trusted companies to perform functions on our behalf. These include:
- Cloud Hosting and Storage Providers: To securely store and process data globally.
- AI/Machine Learning Partners: Where external services are used to power certain aspects of the Moshee AI Agent. These parties are contractually bound to protect the data and only use it to provide the contracted service to Moshee.
- Payment Processors: To handle your subscription transactions securely.
- Integrated Channel Providers: We share necessary data with the channels you choose to integrate with (e.g., WhatsApp, Zalo, or Telegram) in order to enable the seamless flow of messages and operation of the Moshee AI Agent as instructed by you. This sharing is governed by the terms and APIs of those third-party platforms.
- Regulatory and Legal Obligations: We will disclose information if required by law, court order, subpoena, or government request, or if we believe it is necessary to protect our rights, your safety, or the safety of others.
- Business Transfers: Information may be transferred to a new entity in the event of a merger, acquisition, or sale of assets, provided the new entity adheres to privacy standards consistent with this policy.
5. Transfer of Information (International Data Transfer)
Moshee is a global service, and the information we collect may be transferred to, stored, and processed in countries other than your country of residence, including Singapore, where the Carousell Group is headquartered, or where our cloud service providers are located.
When we transfer your information internationally, we take appropriate and legally recognised safeguards to ensure your data is treated securely and in accordance with this Privacy Policy and applicable data protection laws. This includes implementing standard contractual clauses or relying on other legally compliant transfer mechanisms.
Where information is Connected Data transferred via Moshee Connect, the specific countries to which it may be transferred are set out in the Schedule to Addendum B (Moshee Connect – Data Processing Terms) to our Terms of Service.
6. How We Protect Your Information
We take the security of your business and customer data seriously. We employ a combination of technical, organisational, and physical security measures designed to protect the information we collect from unauthorized access, disclosure, alteration, or destruction.
- Security Measures: This includes the use of encryption (for data both in transit and at rest), secure access controls, firewalls, and regular security audits.
- Data Minimisation: We strive to collect only the data necessary to effectively provide the Moshee AI services.
- Your Role in Security: You also play a vital role in protecting your data by maintaining the confidentiality of your Moshee Account password and using strong, unique credentials.
7. Your Access and Control Over Your Information
You have the right to access, update, and control the information we hold about you and your business, including:
- Access and Update: You can access and update most of your Merchant and Account information directly within the Moshee application settings.
- Correction: If you believe any information we hold about you is inaccurate or incomplete, you can request that we correct it.
- Erasure: You have the right to request the deletion of your Account and associated personal data, subject to any legal obligations we have to retain certain records.
- The process and timing for deletion following an Account deletion request, including the 30-day cooling-off period, is set out in Section 5 of our Terms of Service. Where you disconnect a Carousell Platform account, the deletion of the associated Connected Data is governed by Section 6 (Disconnecting) of Addendum A (Moshee Connect Terms) to our Terms of Service.
To exercise any of these rights, please contact us using the details provided in Section 11.
8. Obtaining Relevant Consents
By configuring your Moshee AI Agent and linking your third-party communication channels (like WhatsApp, Zalo, or Carousell Chat), you are giving us your explicit consent to:
- Access and process the Conversational Content flowing through those channels.
- Use this data, on an anonymised or aggregated basis, to operate, improve, and train Moshee's Standard Recipe, as described in Section 1 and Section 3.1 of our Terms of Service.
- Agent Personalisation (separate, optional): Separately, and only if you affirmatively opt in via your Account settings, Moshee may use your historical and new conversation data (including data that has not been anonymised) for Agent Personalisation, to improve the Unique Recipe generated specifically for your Account, as described in Section 3.1 of our Terms of Service. Agent Personalisation is optional, is not required to use the Services, and may be enabled or disabled by you at any time. Disabling Agent Personalisation stops new data from being used for this purpose going forward, but does not undo any personalisation already reflected in your Unique Recipe. See Section 3.1 of our Terms of Service for further detail.
- Train, operate, and improve the Moshee AI Agents for your benefit and the benefit of the Moshee service globally (often in an anonymized or aggregated form).
Your Responsibility to Customers: As the merchant, you are the primary collector of your customers' data. You represent and warrant that you have obtained all necessary consents, permissions, and rights from your customers and lead to lawfully transfer their data (including their messages) to Moshee for processing and AI training as described in this policy.
9. Changes to This Privacy Policy
Moshee may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements.
- Material Changes: If we make a material change (one that affects your rights or obligations), we will provide you with notice through the Moshee app, email, and/or by publishing a prominent notice on our website.
- Continued Use: Your continued use of the Services after the effective date of the revised Privacy Policy constitutes your acceptance of the changes.
10. Third-Party Sites and Resources Disclaimer
The Moshee Services allow you to integrate with third-party channels / platforms (like WhatsApp, Carousell, Zalo, and Telegram).
- External Links: Our Services may contain links to websites or applications not operated by us.
- Third-Party Policies: Moshee is not responsible for the privacy practices of these external sites or platforms. You should review the privacy policies of any third-party service you choose to integrate or link to, as their policies will govern their collection and use of your data.
For the avoidance of doubt, the foregoing does not apply to your connection of a Carousell Platform account via Moshee Connect. That data flow is instead governed by Addendum A and Addendum B to our Terms of Service, and the data processing agreements referred to therein.
11. How to Contact Us
If you have any questions, comments, or concerns about this Privacy Policy or Moshee's data practices, please contact us via:
- Email: [email protected]
- Phone: +65 89798560