Privacy Policy
Effective date: 30 December 2025
Version: 0.5
Version: 0.5
At Pancake, we are committed to protecting your privacy and ensuring that your personal data is processed securely and responsibly. This Privacy Policy describes how we collect, use, disclose, and protect your information when you use our services, including through integrations with platforms such as Facebook, Instagram, TikTok, Telegram, WhatsApp, Shopee, Zalo, Line, and YouTube. By using our services, you agree to the practices described in this policy.
1. Information We Collect
We may collect various types of information to provide, maintain, and improve our services. This includes:
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Personal Identifiable Information (PII):
Information such as name, email address, phone number, and other details that can identify you. Pancake does NOT collect or store sensitive information: health status, financial information, biometric data, bank account information, criminal records, or biological characteristics.
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Non-Personal Information:
Data that does not directly identify you, such as usage statistics, browser type, and device information.
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Platform-Specific Data:
Information collected through our integrations with third-party platforms such as Facebook, Instagram, TikTok, Telegram, WhatsApp, Shopee, Zalo, Line, and YouTube, including user interactions, location, engagement metrics, and conversation data.
2. How We Use Your Information
The data we collect is used to:
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Provide and maintain our services.
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Improve user experience and platform functionality.
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Communicate with users and respond to inquiries.
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Ensure compliance with legal obligations and security standards.
Account Authentication Methods
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Pancake implements the following authentication methods:
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Email verification
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SMS OTP (One-Time Password)
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Phone number verification
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Pancake does NOT require or store:
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Photos/videos of identity documents (National ID, Passport)
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Biometric data for authentication
3. Data Sharing and Disclosure
We do not sell your personal information. However, we may share your data with:
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Service Providers:
We will share data when necessary to maintain service quality; however, we ensure that sharing partners comply with information security standards and Vietnam's information security laws.
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Legal Authorities:
Where required by law, we may disclose information to comply with legal requests, regulations, or court orders.
4. Customer Data Security and Storage
a. Data Security Commitment
We are committed to protecting Customer data throughout the provision and operation of Pancake software services. All data is stored on server systems that meet security standards, apply appropriate encryption mechanisms, and implement strict access control measures.
Data access and processing are performed only to the extent necessary for the purpose of operating, maintaining, and improving service quality, or upon request from competent state authorities in accordance with legal regulations.
b. Customer's Right to Proactively Delete Data
To optimize storage capacity and meet the data management needs of each Customer, the system provides a “Storage Options” feature that allows Customers to proactively configure automatic data deletion based on system-supported time thresholds.
Note: Once an automatic deletion is executed according to the Customer’s configuration, the deleted data cannot be recovered in any form. Customers are responsible for backing up any important data prior to the configured deletion date.
c. Data After Subscription Expiration or Termination
In the event that the Customer’s service subscription expires or is terminated, data storage and processing shall be handled as follows:
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Grace Period for Renewal: The system will continue to store Customer data for a period of two (2) years from the official subscription end date. During this period, the Customer may renew the service to continue using the existing data.
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Automatic Data Deletion: After two (2) years from the subscription end date, if the Customer does not renew the service and no other agreement or configuration is in place, the system will automatically delete all data to release storage resources.
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Priority Case: If the Customer has proactively configured automatic data deletion (as specified in Section 4.b), the system shall prioritize and apply the shorter retention period.
d. Customer Responsibilities
Customers are responsible for proactively reviewing, configuring, and managing data storage options appropriate to their usage needs within the "Account Settings" section.
Customers shall bear full responsibility for any risks or damages arising from data loss due to failure to renew the subscription in a timely manner or due to automatic data deletion settings proactively configured by the Customer.
5. Platform-Specific Data Collection and Processing
Pancake integrates with various platforms to enhance conversation management and service delivery. Below is how we handle data from these platforms:
TikTok platform
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Data Access via TikTok API:
Pancake accesses user interaction data, including comments, likes, shares, and engagement metrics, via the TikTok API. This data is used solely to provide services to our customers.
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Real-Time Data via Webhooks:
Pancake receives real-time data notifications from TikTok webhooks for specific events, such as new comments or interactions.
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Data Processing:
The data received is processed for enhancing user experience, tracking engagement, and generating reports. Only authorized data is collected.
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Data Storage:
TikTok data is securely stored on Pancake's private servers, with encryption in place for both transit and at rest.
Facebook and Instagram platform
To ensure proper functionality, our application requires specific permissions from your Facebook account. You will be prompted to grant these permissions during your initial login. Please note that the application may not operate correctly if any required permissions are not granted.
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manage_pages*: to retrieve the list and access token of Pages that you administrates
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publish_pages*: to reply comment, like comment on behalf of Pages that you manage
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read_page_mailboxes*, pages_messaging*: to read, receive and reply to Pages' messages
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ads_read, ads_managerment (optional): to manage your ads
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catalog_management (optional): to manage your catalogs
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business_management (optional): to manage your assets in your business
Beside that:
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Data Access via Facebook and Instagram APIs:
Pancake collects data such as comments, messages, likes, and other engagement metrics via the Facebook and Instagram APIs.
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Webhooks for Real-Time Updates:
Webhooks send real-time updates on user interactions, allowing Pancake to immediately process and respond to platform activity.
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Data Processing and Usage:
The data is processed to monitor engagement, manage customer service responses, and generate analytical reports.
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Data Storage:
Facebook and Instagram data are securely stored on Pancake's private servers with strong encryption protocols.
WhatsApp platform
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Data Access via WhatsApp APIs:
Pancake collects message data, interaction logs, and user information via the WhatsApp API to manage messaging workflows.
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Data Processing:
Messages are processed for conversation management, automated responses, and integration with customer support systems.
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Data Storage:
WhatsApp data is encrypted and securely stored on Pancake's private servers.
Telegram platform
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Data Access via Telegram API:
Pancake collects message data, interaction logs, and user information via the Telegram APIs to manage messaging workflows.
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Data Processing:
Messages are processed for conversation management, automated responses, and integration with customer support systems.
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Data Storage:
Telegram data are encrypted and securely stored on Pancake's private servers.
Shopee platform
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Data Access via Shopee API:
Pancake collects order data, customer inquiries, and other transactional information via the Shopee API.
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Data Processing:
The collected data is processed for customer support, order management, and performance analytics.
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Data Storage:
Shopee data is stored securely with encryption, both in transit and at rest, on Pancake's private servers.
Zalo platform
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Data Access via Zalo API:
Pancake collects message and interaction data via the Zalo API to manage customer communication through the Zalo platform.
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Data Processing:
Data is processed for responding to user inquiries, managing conversations, and generating customer insights.
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Data Storage:
Zalo data is securely stored and encrypted on Pancake's servers.
Line platform
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Data Access via Line API:
Pancake collects chat data and interaction logs via the Line API to manage customer communication.
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Data Processing:
Line data is processed for engagement tracking, customer service, and report generation.
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Data Storage:
Data from Line is securely stored and encrypted on Pancake's private servers.
Google platform
Our application complies with the Google API Services User Data Policy, including the Limited Use requirements. Your privacy is important to us, and we ensure that any use and transfer of information received from Google APIs will adhere strictly to these policies. For more details, please refer to the Google API Services User Data Policy.
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We do not transfer or disclose your information to third parties for purposes other than the ones provided
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We will not sell your data to third parties, we use it to fulfill the purpose you requested.
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Link to privacy policy of third party service providers used by the app:
https://developers.google.com/terms/api-services-user-data-policyYoutube platform
We are committed to protecting privacy and ensuring a positive user experience. Below are the important details when using YouTube API Services through our application:
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Notification of YouTube API Usage:
We use YouTube API Services to provide features such as comments, live streams, and other functionalities. By using our service, you agree to YouTube's terms regarding the use of their API.
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Terms of Use:
By using our service, you agree to YouTube's Terms of Service, including YouTube's rights to suspend or limit your API access if there are violations.
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Privacy Policy:
We will update our privacy policy to explicitly state the use of YouTube API Services, along with a link to Google's Privacy Policy.
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Data Deletion and Revoking Access:
You can manage or revoke access to your data through Google's Security Settings. If you wish to delete your data, please contact us to submit a request.
Your Rights Regarding Platform Data
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Access:
You may request access to the platform-specific data we process on your behalf.
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Correction:
You have the right to correct any inaccuracies in the data.
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Deletion:
You may request the deletion of platform-related data under applicable data protection laws, such as GDPR.
Pancake complies with each platform's data privacy and security policies and adheres to all relevant international regulations.
6. International Data Transfers
Pancake may transfer your data to countries outside your own, including those outside the European Economic Area (EEA). We ensure that appropriate safeguards, such as standard contractual clauses, are in place to protect your data.
7. Data Protection Rights
Pancake may transfer your data to countries outside your own, including those outside the European Economic Area (EEA). We ensure that appropriate safeguards, such as standard contractual clauses, are in place to protect your data.
User Rights
Depending on your location and applicable laws (such as GDPR or CCPA), you may have the following rights:
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Right to Access:
Request a copy of the personal data we hold about you.
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Right to Rectification:
Correct inaccurate or incomplete data.
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Right to Erasure:
Request the deletion of your data under specific circumstances.
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Right to Data Portability:
Obtain a copy of your data in a structured, machine-readable format.
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Right to Object or Restrict Processing:
Request that we stop or limit the processing of your personal data.
If you wish to exercise any of these rights, please contact us at support@pancake.vn.
Pancake Rights
Pancake reserves the right to use the images, branding, and information of customers, partners, or any third parties (hereinafter referred to as "Brand") for the purpose of developing and building success stories and usecases. This usage includes but is not limited to:
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Brand Promotion:
Utilizing images, logos, and related information of the Brand in marketing materials, advertisements, and communications.
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Research and Analysis:
Employing the information for analysis and development of Pancake's products and services.
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Success Documentation:
Showcasing success stories, case studies, and similar documentation related to the Brand.
8. Cookies and Tracking Technologies
Pancake uses cookies and similar tracking technologies to enhance user experience and improve our services. You can control the use of cookies through your browser settings.
Cookies are files with a small amount of data that are commonly used as anonymous unique identifiers. These are sent to your browser from the websites that you visit and are stored on your device's internal memory.
9. Links to Other Sites
Our Service may contain links to other sites. If you click on a third-party link, you will be directed to that site. Note that these external sites are not operated by us. Therefore, we strongly advise you to review the Privacy Policy of these websites. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services.
10. Children's Privacy
These Services do not address anyone under the age of 13. We do not knowingly collect personally identifiable information from children under 13. In the case we discover that a child under 13 has provided us with personal information, we immediately delete this from our servers. If you are a parent or guardian and you are aware that your child has provided us with personal information, please contact us so that we will be able to do necessary actions.
11. Changes to This Policy
We reserve the right to update this policy to reflect changes in technology and applicable laws and regulations. Any amendments will be notified to Customers via email or through direct notifications on the software interface at least thirty (30) days prior to their effective date.
12. Contact Us
If you have any questions about this Privacy Policy or our data practices, please contact us at:
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Email: support@pancake.vn
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Address: Head Office: Floor 3, F-Zone (Parking Zone 4), Vinhomes Smart City Urban Area, Tay Mo Ward, Hanoi City
For any questions or requests regarding data protection, please contact us at:
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Email: dpo@pancake.vn
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Address: Head Office: Floor 3, F-Zone (Parking Zone 4), Vinhomes Smart City Urban Area, Tay Mo Ward, Hanoi City
This policy complies with the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), and other international data privacy regulations.