HatchFlow. Last updated 31 July 2026.
HatchFlow is operated by Huddle Duck Ltd, company number 11837993 and VAT number GB 486 6262 52. Huddle Duck Ltd is the controller for this website, reservations and direct customer relationships. A business using HatchFlow is normally the controller for the Instagram conversations it asks us to process. Contact: asad@huddleduck.co.uk.
We collect the information you submit, including your email address, Instagram handle, business type and email preferences. Stripe collects payment, billing address and tax information. We receive the Checkout Session, payment status, amount, currency, customer details and identifiers needed to reconcile a reservation, refund or dispute.
We record the version and time of the reservation terms you accepted. When optional analytics is allowed, we may also store campaign tags and actions taken on the site.
The updates form sends a confirmation link first. The marketing sequence begins only after that link is used. A fresh confirmation is required before an earlier unsubscribe can be reversed.
A business owner can connect an Instagram professional account through Meta OAuth. We can receive account identifiers, usernames, display names, comments, direct messages, message status, permitted attachment references and the replies sent from the connected account. Access tokens are encrypted at rest. We collect data only for an account that has authorised HatchFlow.
We use this information to understand an enquiry, apply the business's rules and facts, generate a reply, enforce messaging and opt out rules, let the owner take over and show the business an accurate conversation record.
When enabled, a business can ask HatchFlow to learn from outbound replies the owner reviews and approves. Temporary source samples are encrypted, excluded from application logs and deleted within 24 hours after the learning job finishes. We retain the approved structured voice profile and synthetic examples until the business replaces or deletes them.
HatchFlow can derive a limited contact profile from a conversation. It may contain language, preferred reply length, formality, energy, emoji preference, a conversation summary, the last topic and an unresolved request. We do not intentionally infer sensitive traits such as health, religion, politics, sexuality, ethnicity or financial vulnerability. These profiles are used only to continue that business's conversation and are deleted with its underlying data.
Where a business has enabled media understanding and Instagram makes the attachment available, HatchFlow may process an incoming voice note, photo, video, shared post or Reel. Raw attachment bytes are fetched for the job and are not written to our database. We can store a resulting transcript or description with the conversation. Shared media support is best effort because Meta does not always provide retrievable content.
We process service and reservation information to perform a contract or take steps requested before a contract. We process security, fraud prevention, accounting and service reliability information for legal obligations and legitimate interests. Marketing emails and optional website tracking rely on consent. You can withdraw that consent without affecting earlier lawful processing.
We use Vercel for hosting, Turso for databases, Stripe for checkout and payment records, Resend for transactional and opted in marketing email, Anthropic for permitted AI processing, ElevenLabs for enabled speech transcription, Meta for Instagram APIs and consented advertising measurement, and Slack for limited operator alerts. A relevant alert can contain a short message extract so the owner can see what needs a human reply.
Some providers process data outside the UK. We rely on their applicable transfer safeguards, such as recognised adequacy arrangements or contractual protections. Each provider also applies its own security and retention terms to the data it receives.
Necessary storage remembers your privacy choice and supports checkout security. With analytics consent, we keep a first party record of selected site actions. With Meta advertising consent, Meta Pixel can run in the browser and our server can send matching events to Meta. Those events can contain a hashed email, browser identifiers, IP address and user agent so Meta can measure whether an advert led to a signup or reservation.
Instagram conversation content, contact memory, Instagram handles and connected account data are never used for advertising. Optional Meta code does not load before permission is given and does not run inside the HatchFlow dashboard, login or Instagram connection routes.
Reservation and payment records are kept for the periods required by UK tax, accounting and dispute rules. Marketing contacts remain active until they unsubscribe. We may keep a minimal suppression record so an opted out address is not added again by mistake. Optional site event records are removed after 25 months. Public rate limit buckets are removed after two days and Stripe delivery event records after 18 months. Unused email confirmation records are removed after they have been expired for 30 days. Email delivery effects are removed after 25 months.
Conversation and message records are kept while the business uses the service. In conversations where nobody matched an owner's topic, message text and derived media content are erased 90 days after the last activity. Content free allowance records are kept for up to 90 days. Encrypted signed attachment links are cleared after processing, terminal failure or short expiry.
If Instagram tells us that a message was unsent, we delete its stored content and rebuild derived memory without it. A one way message marker can remain for 30 days so a delayed retry cannot put the deleted content back. A business owner can disconnect Instagram at any time, which stops further collection.
Depending on where you live, you may have rights to access, correct, erase, restrict, object to or receive a copy of your personal data, and to complain to a regulator. Email asad@huddleduck.co.uk to use those rights. Instagram deletion requests are handled through our automated endpoint and can be checked at /data-deletion.
The first automated reply in a conversation tells the recipient that replies are automated. Anyone can reply STOP to opt out. HatchFlow uses the Instagram Platform APIs and follows the applicable Meta Platform Terms and Developer Policies. Our service terms are at /terms. HatchFlow is independent and is not endorsed by Instagram, Meta or ManyChat.
We will update the date at the top when this policy changes. Significant changes affecting an active customer will be explained before they take effect. Questions and privacy requests can be sent to asad@huddleduck.co.uk.