Privacy Policy

This Privacy Policy explains how [Registered legal name of the company] ("Veltrix AI Solutions", "we", "us") collects, uses, shares and protects information when businesses use our platform to run AI-assisted customer conversations on the WhatsApp Business Platform, provided by Meta. It applies to our website, dashboard and services (the "Service").

1. Who this policy covers and our role

• Our customers ("Businesses") and their staff who sign up for and use our dashboard. For this information we decide how it is used and act as the data fiduciary / controller.
• People who message a Business on WhatsApp ("End Users"). We process their messages only on behalf of, and on the instructions of, the Business they are contacting. For this information the Business is the data fiduciary / controller and we act as its data processor. End Users should also read the privacy policy of the Business they message.

2. Information we collect

From Businesses and their staff:

• Business name, staff names, email addresses, roles, and passwords (stored only as a one-way hash).
• WhatsApp connection details received from Meta when a Business connects through Meta's Embedded Signup: WhatsApp Business Account ID, phone number ID, display phone number, verified business name, and the access token that lets our Service send and receive messages for that number.
• Content the Business adds, such as FAQs, documents, AI instructions and business hours.
• Notes, lead status, payment notes and assignment data your staff record in the dashboard.

About End Users, on behalf of the Business:

• WhatsApp phone number and, where available, profile or contact name.
• Messages exchanged with the Business, including text, images, voice notes, videos, documents, locations and contact cards, with their timestamps and delivery/read status.
• If a Business connects a number it already uses in the WhatsApp Business app ("coexistence"), and approves sharing it, its existing contacts and recent chat history are imported, and replies the Business types in the app are synced to the dashboard.

We do not collect Facebook profile information about the people who log in through Meta to connect a WhatsApp account, and we do not store their Facebook user ID.

3. How we use information

• To provide the Service: receive WhatsApp messages, generate and send automated replies, and show conversations to the Business's staff.
• To search the Business's own knowledge base so replies are relevant to that Business.
• To hand conversations over to a human when requested, and to assign them to staff.
• To secure, maintain, troubleshoot and support the Service, and to meet legal obligations.

We do not sell personal information, we do not use it for advertising, and we do not use End User messages to train AI models. Data received through Meta is used only as permitted by Meta's Platform Terms and the WhatsApp Business policies.

4. AI processing

Automated replies are generated by artificial intelligence. To create a reply, the text of the incoming message, recent conversation history and relevant parts of the Business's knowledge base are sent to our AI service providers listed below. AI replies can be inaccurate; End Users can ask for a human at any time by asking for an "agent" or "human".

5. Who we share information with

We share information only with the service providers we need to run the Service:

• Meta Platforms, Inc. / WhatsApp — to send and receive WhatsApp messages.
• MongoDB, Inc. (MongoDB Atlas) — database hosting where all Service data is stored.
• Anthropic PBC — AI model that generates replies from message text and conversation history.
• Voyage AI (a MongoDB company) — AI service that matches message text to the Business's knowledge base.
• Vercel Inc. — hosts the application and stores media files (photos, voice notes, documents) exchanged in conversations.

These providers may process data in India, the United States and other countries where they operate. We may also disclose information if required by law, to protect rights and safety, or as part of a merger or acquisition, in which case this policy will continue to apply.

6. Storage, security and retention

Data is stored in MongoDB Atlas, which encrypts data at rest and in transit, and all connections to Meta and our providers use HTTPS. Each Business can access only its own data. Passwords are hashed. No method of storage or transmission is completely secure, but we work to protect your information and will notify affected Businesses and authorities of a breach as required by law.

We keep data for as long as the Business has an account with us. When a Business closes its account or asks us to delete its data, we delete its account, WhatsApp connection details, conversations, contacts and knowledge base within 30 days, except where we must keep something to meet a legal obligation.

7. Your rights

Depending on where you live, including under India's Digital Personal Data Protection Act, 2023, you may have the right to access, correct or delete your personal data, to withdraw consent, and to nominate someone to exercise these rights for you. Businesses can make requests by emailing info@veltrixaisolutions.com. End Users should contact the Business they messaged; if you contact us instead, we will pass your request to that Business and help it respond. See our Data Deletion page for how to delete data.

8. Cookies and browser storage

We keep your dashboard login in your browser's local storage. We do not use advertising or analytics cookies. When you connect WhatsApp through Meta, Meta's login window may set its own cookies under Meta's policies.

9. Children

The dashboard is for businesses and is not intended for anyone under 18.

10. Changes to this policy

We may update this policy. We will change the "Last updated" date above and, for significant changes, notify Businesses by email or in the dashboard.

11. Contact and grievances

Questions, requests or complaints about this policy or your data can be sent to:

[Registered legal name of the company] (Veltrix AI Solutions)
[Registered office address], India
Email: info@veltrixaisolutions.com
Grievance Officer: [Grievance Officer full name] — info@veltrixaisolutions.com

We aim to acknowledge grievances within 48 hours and resolve them within 30 days.