Security & privacy
Your customers trusted you.
We don't take that lightly.
Connecting a business account to any software is a real decision, and "trust us" is not an answer. Here is exactly what Bakersline can see, what it can never do, where your data sits, who else touches it, and how to take every bit of it back.
The short version
Four things that are true no matter what else you read.
We never see your password
You sign in on Meta's own page. Bakersline is handed a permission slip, not a key — and you can tear it up from Instagram → Settings → Apps and Websites without asking us, at any hour, and the connection dies instantly.
Nothing sends without your tap
This isn't a setting you could switch off by accident. There is exactly one piece of code that can talk to a customer, and it refuses to run without an approval from a signed-in person. A drafted reply is a draft until you say otherwise.
Your bakery is sealed off
Every read is checked against your membership before the database will answer it. Another bakery cannot query its way into your customers, your prices or your orders — not by mistake, not by guessing a link.
You can leave with everything
One button in Settings downloads your entire bakery as a file — orders, customers, conversations, recipes, costs. Another destroys it permanently. No email to support, no waiting on us.
Boundaries
What Bakersline can and cannot do with your accounts.
Worth reading slowly, because most worries about software like this live in this list.
Bakersline can never
- See or store your Instagram or WhatsApp password.
- Send a message, reply or reaction you haven't approved.
- Post to your feed, stories or reels.
- Follow, unfollow, block or message anyone on its own.
- Read your personal Instagram or WhatsApp — only the business account you connected.
- Change your Instagram or WhatsApp settings, or your password.
- Show your customers' messages to another bakery.
- Keep working after you disconnect. Permission gone means access gone, that second.
Bakersline does
- Read the messages customers send to your business account, so it can show them to you.
- Draft a reply for you to read, edit, approve or throw away.
- Send that reply — after you've tapped approve — as your business account.
- Record who approved what, so your team can see who sent what.
Where it lives
Your data sits in London, and we can name everyone who touches it.
| What | Where and how |
|---|---|
| Orders, customers, conversations, recipes, costs | Google Cloud Firestore, europe-west2 (London). Encrypted at rest by Google, encrypted in transit with TLS. Read access checked per request against your bakery's membership. |
| Photos customers send you | Google Cloud Storage, same London region, same membership check. |
| Your Instagram / WhatsApp access token | A part of the database that no app can read — not ours, not yours. Only backend code touches it. It is excluded from your data download for exactly this reason. |
| The AI that writes drafts | Anthropic's Claude API. By default Anthropic does not use commercial API inputs or outputs to train models, and deletes them within 30 days. Your customers' conversations do not become part of anyone's next model. |
| Message delivery | Meta (Instagram Graph API and WhatsApp Cloud API), under the permissions you granted and the Meta Platform Terms. |
That table is the complete list of companies that process your data. If it ever grows, this page changes first.
Your rights
Taking your data out, or destroying it.
-
Download everything
Settings → Account → Your data → Download everything. You get one JSON file containing every order, customer, conversation, message, recipe, ingredient cost, expense and your business brief. Access tokens are deliberately left out.
-
Disconnect a channel
Settings → Channels → Disconnect. Or do it from Instagram's own settings, which we can't override. Either way your existing orders and history stay — you're cutting the wire, not burning the book.
-
Delete the bakery
Settings → Account → Your data → Delete bakery. You type the bakery's name to confirm, and then it's gone: every document, every message, every draft, permanently, with no soft-delete flag and nothing for us to restore. Download first if you want a copy.
-
Or ask a person
Email support@bakersline.co.uk and a human will do any of the above for you, or answer a question about what we hold.
Straight answers
The questions bakers actually ask.
Can you read my private messages?
No. Bakersline only ever sees the business account you connected, and only the conversations customers start with it. Your personal chats are on a different account entirely and were never part of the permission you granted.
What if someone breaks into Bakersline?
The worst case is real and we won't pretend otherwise, which is why the tokens live somewhere no app can read and every read is membership-checked rather than trusted. If a breach ever affected your data we'd tell you — and, in the UK, the regulator — rather than hoping you didn't notice.
Does the AI learn from my customers?
No. The model that writes drafts is used through Anthropic's commercial API, which by default doesn't train on what's sent to it. Your recipes, prices and customer conversations stay yours.
Who at Bakersline can see my bakery?
Technically, we can — anyone running a hosted service can. What we do about it is keep that access to the smallest number of people, use it only when you ask us for help, and hold ourselves to the same rule as everyone else: we cannot send a message as you.
What happens to my customers' data if I stop using Bakersline?
You decide. Download it and delete the bakery, and it's gone. Do nothing and it stays as it is until you come back or ask us to remove it.
The rules we work under
Two countries, one standard.
Bakersline serves bakeries in the UK and in India. We hold ourselves to whichever of the two is stricter on any given point, rather than running two different standards.
| If you're in | What applies, and what it means for you |
|---|---|
| The United Kingdom | UK GDPR and the Data Protection Act 2018. You are the controller of your customers' data and we are your processor — we act on your instructions and nothing else. A breach is reported to the ICO within 72 hours, and to you directly. |
| India | The Digital Personal Data Protection Act 2023 and the DPDP Rules 2025. You are the Data Fiduciary for your customers' data and we are your Data Processor. Your rights to access, correct, erase and withdraw consent are the same buttons in Settings. A breach is reported to the Data Protection Board of India within 72 hours, and to affected people directly. |
| Either | Your data is held in London, encrypted. The DPDP Act permits processing outside India except in countries the Government has restricted, and the UK is not one of them. If that ever changes, we will move your data rather than argue about it. |
A grievance about how your data is handled goes to support@bakersline.co.uk marked "Data grievance", and a named person is responsible for answering it.
In progress
What we're still building.
Because a security page that only lists wins isn't one
Bakersline is early. These are real and are being worked on rather than quietly omitted:
- Two-step sign-in for bakery accounts.
- A full activity log you can read yourself, covering every send, price change and export.
- A published retention limit with automatic deletion of old conversations — including the DPDP rule that data shouldn't sit for more than a year of inactivity.
- Finer staff permissions, so a team member need not see the revenue.
- A signed data-processing agreement offered at sign-up.
Still not sure?
Ask us anything, including the awkward ones.
We'd rather answer a hard question now than lose your trust later. A real person replies.
support@bakersline.co.uk