Privacy Policy

This Privacy Policy describes how One Place collects, uses, shares, retains and deletes the personal data of people who message it on WhatsApp or buy from it, and the rights the law grants them over that data. It is written to comply with Law No. 787, the Personal Data Protection Law of the Republic of Nicaragua — approved 21 March 2012 and published in La Gaceta, Official Gazette No. 61 of 29 March 2012 — and its implementing regulation, Decree 36-2012.

This is an English translation provided for convenience; the Spanish version governs in case of any discrepancy. If anything here is unclear, write to us and we will explain it in plain language — you have the right to understand what we do with your data before giving it to us.

1. Data Controller

The controller of the data file and of the processing of personal information described in this Policy is:

One Place is an independent perfume retail business. It is not part of any corporate group for the purposes of this Policy, and it does not share its customers' personal data with affiliated companies.

2. Nature of the Service and Its Impact on Data Processing

Understanding how our service works explains nearly all of the data processing described below. Three characteristics are decisive:

1. WhatsApp is our main service and sales channel. The enquiry, the quote, the delivery arrangements and any after-sales claim all happen inside a WhatsApp conversation. That is why the content of the conversation — rather than an order form — is the central record of the commercial relationship, and why it is stored in our systems.
2. Service is mixed: people and an automated assistant. One and the same number is served by our advisors from the WhatsApp Business app and by our own system, which includes an assistant built on artificial-intelligence technology. A conversation can move from the assistant to a person, and back, without you changing numbers. Section 4 explains how it works and how to ask for a human.
3. We operate on Meta's WhatsApp Business Platform. One Place maintains an application registered on the Meta Developer Platform for the sole purpose of connecting and operating its own WhatsApp number. We do not provide messaging services to other businesses and we do not administer third parties' numbers. Section 15 explains what this means for the confidentiality of your messages.

This Policy applies to those conversations, to the orders and deliveries that arise from them, to the application mentioned above, and to this website. It does not apply to Meta Platforms, Inc.'s processing of your data in its capacity as the operator of WhatsApp, which is governed by that company's policies.

3. Personal Information We Collect

3.1 Information you provide on WhatsApp

• Your phone number and the name shown on your WhatsApp profile.
• The content of your messages: text, images, documents and attachments. Messages are stored exactly as you send them, unedited.
• Voice notes and the text transcription we generate from them so we can read and answer them.
• Your location, only if you choose to share it to arrange a delivery.

3.2 Customer and order information

• Name, delivery address and location references.
• Order history, products you asked about, and preferences you tell us.
• Payment confirmation and the method used. We do not request or record card numbers or banking credentials in our payment records. That is why we ask you not to send them over WhatsApp: a message is stored exactly as you write it.
• Your customer record may be cross-referenced with One Place's sales and inventory system, in order to recognise you if you have bought from us before.

3.3 Previous conversation history

When One Place's WhatsApp number is connected to the WhatsApp Business Platform, Meta syncs contacts and up to approximately six months of prior one-to-one conversations from that number into our systems; of the attachments in that history, only those from the last two weeks are synced. Consequently, messages you sent us before this Policy's effective date may be stored in our systems. The same retention periods, rights and security measures described in this document apply to them. Group conversations are not synced.

3.4 Technical and derived information

• Both sides of the conversation. We store your messages and the replies we send you, including those our advisors write from the WhatsApp Business app.
• Message identifiers, timestamps, delivery and read status, and system logs. These are necessary to operate the service and to be able to demonstrate, if required, that we only replied within conversations you started.
• Assistant execution records: the text given to the assistant, its reply, the queries it made against our catalogue, and any errors. These are used to review service quality and correct faults.
• Conversation summaries generated to give context when a person takes over. They are deleted together with the conversation they came from. The vector representations (embeddings) we use for product search are computed over our catalogue, not over your messages.
• A selection of real conversations may be kept, with identifying data removed, to test the assistant's quality before each change.

3.5 Information we do not want to receive

We do not request or require sensitive data — health, ethnic or racial origin, religious or philosophical beliefs, political or union affiliation, sexual life, biometric data or criminal records. Please do not send it over WhatsApp. If we detect it, we delete it from our records as far as is technically possible, subject to the limits set out in section 14.

4. Automated Service and Artificial Intelligence

In addition:

• The assistant is limited to our business — products, prices, availability, orders and deliveries. It is not a general-purpose assistant, it serves only One Place's customers on One Place's number, and it is not offered to third parties.
• Our staff may read and review conversations, including those handled by the assistant, to verify service quality and correct errors.
• The assistant may quote prices and availability taken directly from our system; a price quoted by the assistant is confirmed when the order is placed. Discounts, credit, returns and cancellations are always approved by a person. The assistant does not make automated decisions with legal effects on you.
• Certain conversations are always handled by a human, in accordance with our internal service criteria.

5. Purposes of Processing

Your consent may be withdrawn at any time, without retroactive effect, under article 6 of Law No. 787. Withdrawal may prevent us from continuing to serve you through this channel.

6. Who We Share Your Information With

One Place does not sell or trade its customers' personal data. We share information only with providers that process it on our behalf and under our instructions, and only to the extent necessary to provide their service to us:

We operate with our artificial-intelligence provider under business terms that prohibit using the content of your messages to train artificial-intelligence models. Content may be retained for a limited period for abuse-prevention purposes.

Meta may require information from us about our use of the WhatsApp Business Platform, and we are obliged to provide it under its terms. Beyond that, we would hand data to an authority only where a legitimate, properly grounded order obliges us to do so.

7. International Data Transfers

The providers listed in section 6 operate servers outside Nicaragua, mainly in the United States of America. Your personal data is therefore stored and processed abroad. We require each provider to commit to confidentiality, security and use limited to our instructions.

By messaging us on WhatsApp you are informed of this circumstance and consent to that international transfer, understanding that it is indispensable in order to serve you through this channel. You may withdraw that consent at any time under section 13, with the effect indicated in section 5.

8. Data Retention

Once the relevant period expires, the information is deleted or irreversibly anonymised. Notwithstanding the above, One Place will retain the information necessary to complete orders in progress, handle pending claims or disputes, and comply with applicable legal obligations. If you request deletion before a period expires, we proceed under section 14.

9. Communications and Marketing

As a general rule we only reply to conversations you start. In the current version of the service we send no promotional messages.

Should we in future offer promotions or news over WhatsApp, your prior, specific and revocable consent will be required, and every communication will state how to opt out. At any time you may write "BAJA" (stop) on WhatsApp and we will stop messaging you. Strictly operational communications relating to an order in progress — confirmation, delivery arrangements or an incident — are not marketing and are sent even if you have not agreed to receive promotions.

10. Cookies and Similar Technologies

This website is a static informational site. We use no analytics, advertising or tracking cookies, we embed no social-network pixels or audience-measurement tools, and we build no browsing profiles.

Our infrastructure provider may set strictly technical cookies necessary for site security and the mitigation of automated traffic. They are not used to identify you or to follow you across other sites. Because we do not perform cross-site tracking, "Do Not Track" signals from your browser do not change our behaviour: there is no tracking to switch off.

11. Information Security

We apply measures reasonable and proportionate to the risk: encryption of traffic in transit, access control through individual credentials, and access limited to staff who need to handle your conversation.

No system is infallible and we cannot guarantee absolute security. Should an incident seriously affecting your personal data occur, we will inform you through the same channel you write to us on.

12. Minors

Our service is intended for persons aged eighteen (18) or over. We do not knowingly collect personal data from minors.

Where a minor messages us, it will be understood that they act with the authorisation of their legal representative, who assumes responsibility for that interaction and for any resulting order. If we detect a minor's data without such authorisation, we delete it.

13. User Rights

Law No. 787 grants you the rights of access, rectification, cancellation and objection, plus withdrawal of consent. Specifically, you may:

• Access: request a report of the data we hold about you, its origin, and the recipients it was disclosed to.
• Rectify or complete: correct inaccurate or incomplete data, for example a wrong delivery address.
• Cancel or delete: request erasure of your data, subject to the limits in section 14.
• Object: ask us to stop using your data for a particular purpose, for example receiving promotions.
• Withdraw consent at any time.
• Request human service instead of the automated assistant.

Statutory deadlines under Law No. 787:

• Access: we provide the report with your data within ten (10) business days of receiving your request (art. 17).
• Rectification, modification, erasure, completion, update or cancellation: we carry out the change or the deletion within five (5) business days of receiving your request (art. 19). The deadline is for carrying out the action, not merely for acknowledging it.

Exercising these rights is free of charge. We may ask for reasonable confirmation of your identity, normally that the request comes from the same WhatsApp number you write to us from.

14. Data Deletion

To request deletion of your personal data:

1. Send a WhatsApp message to +505 8337 2306 from the number whose data you want deleted, or an email to support@oneplacenic.com, saying "Delete my data".
2. We will confirm receipt and identify your record by your phone number.
3. We will delete the conversation history, transcriptions, files you sent, derived summaries, assistant execution records, internal alerts containing excerpts of your messages, any conversation of yours included in our test set, pending jobs in our processing queue, and your customer record.
4. We will carry out the deletion and confirm it to you in writing within five (5) business days of receiving your request, under article 19 of Law No. 787.

Information we cannot delete, or must retain:

• the copy of the conversation on your own phone and on our advisors' phones inside the WhatsApp application; for that you must delete the chat on your device;
• any copy Meta retains in its capacity as the operator of WhatsApp, subject to that company's policies;
• order records, receipts and billing data whose retention is required by tax and commercial law. These are blocked from any other use until the legal period expires and are then deleted;
• information necessary to complete an order in progress or handle a pending claim or dispute, until its conclusion;
• a minimal record of the request itself — your number and the date — to demonstrate it was handled and to avoid contacting you again if you also asked to be removed from messaging;
• backup copies, which are overwritten in the normal backup cycle.

15. Note on WhatsApp and Meta

We serve customers on WhatsApp using Meta's WhatsApp Business Platform. Two aspects deserve your attention:

• When you message a business that uses this platform, the message is processed on Meta's infrastructure on the business's behalf. End-to-end encryption does not operate in the same way as in a conversation between two people: the business — us — and its technology providers can read and store the content, on the terms described in this document.
• The same number is served both by our advisors from the WhatsApp Business app and from our own system. That is why a conversation can move from the assistant to a person without you changing numbers, and why both sides of the conversation are recorded in our systems.

Meta's processing of your data as the operator of WhatsApp is governed by its own policies: WhatsApp Privacy Policy.

16. Contact, Exercise of Rights and Complaints

For any matter relating to your personal data, including exercising the rights in section 13 and requesting the deletion in section 14:

If you believe your request was not handled properly, write to us first through any of the channels above, explaining the reason for your dissatisfaction: we undertake to review it and respond. On consumer-protection matters you may approach the Ministry of Development, Industry and Trade (MIFIC), under Law No. 842. All of the foregoing is without prejudice to the administrative and judicial remedies Nicaraguan law grants you.

17. Changes to this Policy

We may amend this Policy. Every new version will be published at this same address, stating its effective date.

Where the change is substantial — for example a new purpose, a new category of recipient receiving the content of your messages, a different retention period, or a change in the procedure for exercising your rights — we will tell you on WhatsApp before applying it.

18. Governing Law and Jurisdiction

This Policy is governed by the laws of the Republic of Nicaragua, in particular Law No. 787, the Personal Data Protection Law, and its regulation (Decree 36-2012), and Law No. 842, the Law on the Protection of the Rights of Consumers and Users, insofar as it applies to the consumer relationship.

Any dispute arising from this Policy shall be submitted to the competent administrative and judicial authorities of the city of Managua, Nicaragua. Nothing in this document limits the rights that Nicaraguan law grants consumers and users on a non-waivable basis.