ReelReply

Privacy Policy

Effective date: October 26, 2026

1. Who we are

ReelReply (the "Service") is operated by Elbrusium.io LLC, 120 Madeira Drive NE, STE 220, Albuquerque, NM 87108, USA ("we", "us").

The Service helps businesses reply to people who contact them on Instagram — in comments under their posts and in direct messages. It works exclusively through the official Instagram API provided by Meta Platforms, Inc.

2. Two kinds of users

  • Business customers — companies and creators who create a ReelReply account and connect their Instagram professional account.
  • Instagram users — people who comment on a business customer's posts or send it a direct message.

For data about Instagram users, the business customer decides how its Instagram account communicates, and we process the data on its behalf.

3. What data we process

From business customers:

  • email address and password (stored only as a one-way hash);
  • the connected Instagram professional account: username, account ID and the access token issued by Instagram;
  • settings: keywords, reply texts and the business information written for the AI agent.

From Instagram users, only what the Instagram API provides:

  • Instagram username and Instagram-scoped user ID;
  • the text, date and time of comments and messages sent to the business;
  • the text of replies sent on the business's behalf and their delivery status.

We do not collect Instagram passwords, payment card data, location data or private conversations with third parties.

4. Why we process it

  • to deliver replies that a person requested by commenting or messaging the business;
  • to show the business its conversations in the dashboard;
  • to generate AI replies when the business has turned the AI agent on;
  • to keep the Service secure and within Instagram's limits.

We do not sell personal data and do not use it for third-party advertising.

5. AI processing

When a business customer enables the AI agent, the text of the incoming message, recent messages of the same conversation and the business information written by the customer are sent to a third-party large language model provider to generate a reply. The provider receives only the text needed for that reply.

6. Who we share data with

  • Meta Platforms, Inc. — Instagram messages and replies pass through the Instagram API;
  • the AI model provider — as described in section 5;
  • hosting — our servers are located in the Netherlands.

We do not share data with anyone else, except where required by law.

7. Retention and deletion

We keep data only as long as needed to provide the Service. A business customer can disconnect its Instagram account and delete its ReelReply account at any time.

Instagram users can:

  • reply STOP to stop receiving messages from the Service;
  • request deletion of their data by emailing us (see section 10).

Deletion requests are completed within 30 days. Instructions are on the Data Deletion page: https://reelreply.app/data-deletion

8. Security

Access tokens are stored encrypted (AES-256-GCM). Data of each business customer is isolated at the database level. All traffic uses HTTPS.

9. Changes

We may update this Policy. The current version is always available at https://reelreply.app/privacy

10. Contact

Questions and data requests: hello@reelreply.app