Privacy Policy

Who controls website and account information

For website enquiries, commercial discussions, and account administration, Shafinity Private Ltd generally acts as the controller of the personal information it collects directly. For customer-service data that a business customer chooses to process through the platform for its own end users, the relevant customer will usually act as controller and ChatnCall.ai will usually act as processor, unless a different arrangement is agreed in writing.

Information we collect

• Identity and contact data such as names, email addresses, telephone numbers, job roles, and company details
• Commercial and onboarding information such as use case summaries, channel preferences, workflow requirements, and procurement questions
• Account and access information such as login details, workspace configuration, permissions, and authorised user records
• Business messaging onboarding data such as WhatsApp Business Account identifiers, linked phone number identifiers, sender details, webhook configuration records, and connected business portfolio metadata where those channels are enabled
• Service usage information such as chat activity, workflow events, transcripts, operational logs, and support history
• Technical information such as browser details, session metadata, IP-related security information, and basic website usage data

How we collect information

• Directly from you when you complete forms, request a demo, contact sales, or participate in onboarding
• From authorised users inside a customer workspace when accounts, workflows, or integrations are configured
• From Meta, WhatsApp, Twilio, or other connected communication providers when a customer chooses to link those business channels to the platform
• Automatically through website and platform operation, security processes, and session handling
• From connected business systems or communication providers where those services are part of an agreed deployment

Legal bases for processing

Where UK GDPR or EU GDPR applies, we generally rely on one or more of the following legal bases depending on the context: performance of a contract or steps taken before entering into a contract, legitimate interests in operating and securing the service, compliance with legal obligations, and consent where a specific activity requires it. The applicable basis will depend on the type of information and the reason it is being processed.

How we use personal information

• Respond to enquiries and book demonstrations
• Evaluate use cases, scope deployments, and manage onboarding
• Provision, secure, operate, and support the ChatnCall.ai platform
• Connect business messaging channels such as WhatsApp, maintain webhook and channel configuration, and enable message routing, automation, and human handoff
• Manage accounts, permissions, integrations, and service administration
• Monitor service integrity, prevent fraud or abuse, and investigate security events
• Communicate important commercial, product, billing, support, and compliance updates
• Review workflow performance and improve service quality, reliability, and internal processes

Meta and WhatsApp business onboarding

Where customers choose to connect WhatsApp or related Meta business messaging assets, we may receive business portfolio details, WhatsApp Business Account identifiers, phone number identifiers, sender profile details, onboarding status data, and related platform configuration information from Meta or the customer. We use this information to complete onboarding, subscribe the relevant business assets to the ChatnCall.ai service, support messaging functionality, maintain audit history, and help the customer manage business conversations through the platform.

Sharing and third-party services

We do not sell customer data. We may share information with trusted third-party service providers that help deliver communications, infrastructure, security, authentication, scheduling, AI workflow functionality, or channel onboarding. Depending on the deployment, this can include providers such as Meta for WhatsApp Business onboarding and messaging, telephony or messaging providers, AI or workflow vendors selected for the deployment, and infrastructure or monitoring providers. We may also disclose information where required by law, to protect rights or security, or as part of a business reorganisation, financing, or asset transfer.

International handling and service providers

Depending on the deployment, data may be processed by third-party services operating in more than one jurisdiction. We do not promise UK-only hosting, UK-only processing, or fixed subprocessor arrangements unless those are specifically documented in the relevant commercial agreement or onboarding materials.

Retention and security

We retain data according to contractual requirements, platform settings, legal obligations, security needs, and operational necessity. Retention periods can vary depending on the type of information, the status of the customer relationship, and the workflow involved. We use access controls, encrypted transport, environment restrictions, logging, and internal operational controls to reduce the risk of unauthorised access, misuse, alteration, or disclosure.

Your rights and requests

Depending on the jurisdiction and the role in which we process the data, you may have rights to request access, correction, deletion, restriction, objection, portability, or additional information about how personal data is used. Where we process service data as processor on behalf of a customer, requests may need to be directed through that customer first. For privacy requests or questions about this policy, contact sales@chatncall.ai and include enough detail for us to identify the account or enquiry safely.

Changes to this policy

We may update this policy from time to time to reflect service changes, legal developments, or operational improvements. The version published on this page is the current website version and the effective date is shown above.