Moshee Privacy Policy
Last updated on 15 April 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.
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., WhatsApp, Carousell), including API keys, tokens, and specific instructions or personality you set for your AI Agent.
- Product listings and Customer Leads: Your product listings and leads of end-user or individual or entity that communicates with your through the Third-Party Channels and whose communications are processed, managed, or responded to by the Moshee Services.
- Billing Data: Payment information (e.g., billing address) required to process payments.
- Communications with Moshee: Records of your correspondence with our support, sales, or technical teams.
Merchant Data expressly excludes any System Data, AI Generated Content, and Anonymised Data (as defined in our Terms of Service).
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 Merchant Data and/or Conversational Data 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 Conversational Data with other entities within the Carousell group for:
- Fulfilling Service Requests: To provide seamless integration with Carousell’s platform.
- Business Development: To analyse market trends, improve group products, and pursue new business opportunities.
- 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 or Carousell) 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.
We may also share aggregated or anonymised information with third parties for other purposes. Such information does not identify you individually, but may include usage, viewing and technical information such as the websites you generally use, the configuration of your computer, and performance metrics related to the use of websites which we collect through our technology, products and services. If we are required under applicable law to treat such information as personal data, then we will only disclose it as described above. Otherwise, we may disclose such information for any reason.
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.
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 unauthorised 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.
- Data De-identification: Before your messages are processed by our Large Language Model to generate a response, we mask all personal identifiers. The personal data remains visible to the participants within the chat for functional purposes.
- 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. Managing Your Moshee Account
Unsubscribing from Moshee
You can cancel your Moshee subscription at any time. Upon cancellation, your account will revert to a free plan with limited features. Your account data, business information, FAQs, and inventory will be retained so that your setup is preserved if you choose to resubscribe in the future. To permanently delete your account and data, see Account Deletion below.
Disconnecting Whatsapp from Moshee
You can disconnect your Whatsapp account from Moshee at any time. Upon disconnection, all chat rooms and messages are held in a 30-day grace period before being permanently deleted. However, your business information, FAQs, and inventory remain live. If you reconnect the same WhatsApp number to the same account within 30 days, your chat history will be recovered via a standard 6-month history sync. However, connecting a different WhatsApp number or linking to a different Moshee account will be treated as a brand-new connection.
Account Deletion
If you wish to permanently terminate your relationship with us, you can delete your account via the Account Settings within the app. To protect you from accidental or unauthorised data loss, the following process applies:
- 30-Day Cooling-Off Period: Upon receiving your deletion request, your account will be deactivated immediately, but your data will be retained for a period of 30 days. During this window, you may cancel the deletion request by emailing [email protected] for assistance.
- Permanent Deletion: Once the 30-day period expires, your personal data will be permanently deleted so that it can no longer be associated with you, subject to any legal or regulatory requirements that mandate longer retention (e.g., for tax, audit, or fraud prevention purposes).
8. 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 delete your Account and request the deletion of your associated personal data, subject to any legal obligations we have to retain certain records.
To exercise any of these rights, please contact us using the details provided in Section 13
9. Your rights as an end-customer
If you are a customer of a Merchant using Moshee, and wish to exercise your rights to access or delete your personal data processed via Moshee, you must submit your request directly to the Merchant you interacted with.
Upon receiving a valid request, the Merchant must notify Moshee via email at [email protected]. Moshee will act upon the Merchant’s instructions to delete or provide the relevant records within 30 days and will provide confirmation to the Merchant once the action is complete.
10. Obtaining Relevant Consents
By configuring your Moshee AI Agent and linking your third-party communication channels (like Carousell Chat or WhatsApp), you are giving us your explicit consent to:
- Access and process the Conversational Content flowing through those channels.
- Use this data to 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 leads to lawfully transfer their data (including their messages) to Moshee for processing and AI training as described in this policy.
11. 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.
12. Third-Party Sites and Resources Disclaimer
The Moshee Services allow you to integrate with third-party channels / platforms (like WhatsApp, and Carousell).
- 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.
13. 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 at [email protected].