... ("we," "our," or "us") operates the website ... and utilizes Chatwoot integrated with Meta's official WhatsApp Business API as a customer communication platform. This Privacy Policy outlines how we collect, process, and safeguard your data when you message us on WhatsApp.
1. Information We Collect
When you contact or interact with us through WhatsApp, we collect the following limited information via Meta WhatsApp APIs and Chatwoot:
- WhatsApp Account Details: Your mobile phone number, WhatsApp display name, and optional profile photo (if made public by your WhatsApp privacy settings).
- Communication Content: Messages, media (photos, videos, audio notes, files), interactive button responses, and timestamp details transmitted during your chat session.
- Technical Meta Data: WhatsApp Message IDs, delivery status, and read receipts processed by Chatwoot to track conversation status.
2. How We Use Your Information
We process data gathered from WhatsApp and Chatwoot strictly for legitimate customer service purposes, including:
- Answering customer inquiries, providing support, and handling order or transaction requests.
- Managing, assigning, and archiving incoming WhatsApp support tickets inside our Chatwoot dashboard.
- Improving agent response efficiency, service quality, and troubleshooting communication issues.
- Maintaining security, preventing spam, and fulfilling mandatory legal obligations.
3. Data Storage, Security & Retention
We enforce strict measures to ensure your WhatsApp interactions remain protected and confidential:
- Encryption: WhatsApp messages are end-to-end encrypted in transit by Meta. Once received, transcripts are secured on our encrypted Chatwoot database infrastructure.
- Data Retention: We store WhatsApp message history and phone records only for as long as needed to fulfill support requests or satisfy applicable legal requirements.
4. Data Sharing & Third-Party Services
We never sell, rent, or monetize your personal information or WhatsApp contact details. Data is processed solely through necessary infrastructure providers:
- Meta Platforms, Inc. / WhatsApp LLC: Providers of the underlying WhatsApp Business Cloud API network used to deliver messages.
- Chatwoot Inc.: Providers of our customer inbox system where support agents view and reply to incoming messages.
- Legal Compliance: If mandated by law enforcement, legal proceedings, or court orders.
5. WhatsApp Data Deletion Request
In compliance with Meta Platform Policies, you have the right to request the deletion of your personal data and message transcripts collected through our WhatsApp integration.
How to Request Erasure of Your WhatsApp Data:
- Send a direct WhatsApp message to our official business number ... with the text: "REQUEST DATA DELETION".
- Alternatively, email ... with the subject line "WhatsApp Data Deletion Request", including the WhatsApp phone number used to message us.
- Upon receipt, all stored chat transcripts, contact information, and associated records will be permanently removed from our Chatwoot system within 30 days.
6. Your Data Privacy Rights
Depending on your jurisdiction (e.g., GDPR, CCPA), you hold rights over your personal data:
- Access: Request an export of your saved communication history.
- Rectification: Request updates to inaccurate contact information.
- Erasure: Request full purging of your phone number and records from our support system.
7. Contact Information
For privacy queries, data requests, or support, please contact us at: