Privacy Policy

1. Introduction

Botsense Tech Private Limited (CIN: U51390MP2019PTC049306), operating under the brand name "Botsense," provides a WhatsApp Business API platform, communication tools, and related services through its website at botsense.io and API at https://api.botsense.io. Throughout this policy, "we," "our," and "us" refer to Botsense Tech Private Limited.

This Privacy Policy explains what information we collect from users of our website, platform, and services ("you" or "your"), how we use that information, who we share it with, and the rights you have concerning your data. By accessing or using any Botsense service, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with these practices, please discontinue use of our services.

This policy applies to all products and services offered by Botsense, including the web dashboard, APIs, mobile interfaces, and any related tools or integrations.

2. Information We Collect

2.1 Personal Information

When you create an account, subscribe to a plan, or interact with our services, we may collect the following personal information:

• Full name and display name
• Email address (used for account login and communications)
• Phone number (used for verification and support)
• Billing and payment details (processed securely through Razorpay; we do not store full card numbers)
• Business name, business category, and GST number (where applicable)
• WhatsApp Business Account details and phone number IDs
• Company address and geographic location

2.2 Technical Data

When you access our website or platform, we automatically collect certain technical information, including:

• IP address and approximate geographic location derived from it
• Browser type and version
• Operating system and device type (desktop, mobile, tablet)
• Pages visited, time spent on each page, and navigation paths
• Session duration and frequency of visits
• Referring URLs and search terms that led you to our site
• Error logs and performance data related to your use of our API

2.3 WhatsApp Data

As a WhatsApp Business API platform, we process certain data related to your WhatsApp communications:

• Message templates submitted for approval and their approval status
• Conversation metadata such as timestamps, message delivery status, and read receipts
• Aggregate analytics including message volumes, response rates, and campaign performance metrics
• Contact lists and customer phone numbers that you upload or manage through our platform

We do not read or store the content of end-to-end encrypted WhatsApp messages. Message content encryption is managed by Meta's WhatsApp infrastructure, and we do not have access to decrypted message bodies.

2.4 Cookies and Tracking

We use cookies and similar tracking technologies on our website and platform. The types of cookies we use include:

• Essential Cookies: Required for basic site functionality, session management, and authentication. These cannot be disabled without breaking core features.
• Analytics Cookies: We use Google Analytics (Measurement ID: GT-573WJ3K7) to understand how visitors interact with our website. This includes page views, session duration, bounce rate, and traffic sources.
• Marketing Cookies: Used to track the effectiveness of our advertising campaigns and to deliver relevant content to you across platforms.

You can manage or disable cookies through your browser settings. Disabling essential cookies may affect the functionality of our platform.

3. How We Use Your Information

We use the information we collect for the following purposes:

• Service Delivery: To create and manage your account, process your subscription, and provide access to our WhatsApp API platform, broadcasting tools, chatbot builder, shared inbox, and other features.
• Payment Processing: To process subscription payments, generate invoices, and manage billing cycles through our payment partner Razorpay.
• Customer Support: To respond to your queries, troubleshoot issues, and provide technical assistance via email, phone, or WhatsApp.
• Platform Improvement: To analyze usage patterns, identify bugs, and improve the performance, reliability, and user experience of our services.
• Communication: To send you account notifications, service updates, security alerts, and (with your consent) promotional messages about new features or offers.
• Compliance: To meet legal obligations, enforce our terms of service, prevent fraud, and protect the security of our platform and users.
• Analytics and Reporting: To generate aggregated, anonymized reports about platform usage trends. These reports do not identify individual users.

4. Sharing and Third-Party Disclosure

We share your information only in the following circumstances and with the following parties:

• Razorpay: Your payment details are shared with Razorpay for processing transactions. Razorpay operates under its own privacy policy and PCI-DSS compliance standards.
• Meta / WhatsApp: To enable WhatsApp Business API functionality, certain data (such as your business profile, phone number, and message templates) is shared with Meta Platforms. Meta's data practices are governed by their own policies.
• Google Analytics: Anonymized usage data is shared with Google for analytics purposes. Google's use of this data is governed by their privacy policy.
• n8n Automation: If you use our n8n-based automation features, workflow data is processed in accordance with the configurations you set up.
• Legal Requirements: We may disclose your information if required to do so by law, regulation, legal process, or enforceable governmental request. This includes responding to court orders, subpoenas, or requests from regulatory authorities in India.

We do not sell, rent, or trade your personal information to any third party for their marketing purposes. We do not share your data with third parties for purposes unrelated to providing and improving our services.

5. Data Storage and Security

We take the security of your data seriously and implement appropriate technical and organizational measures to protect it:

• All data transmitted between your browser and our servers is encrypted using TLS (Transport Layer Security).
• Sensitive data at rest is encrypted using industry-standard encryption algorithms.
• Access to personal data is restricted to authorized personnel on a need-to-know basis.
• We conduct regular security audits and vulnerability assessments of our infrastructure.
• Our servers are hosted in secure data centers with physical access controls, fire suppression, and redundant power supplies.
• We maintain access logs and monitor for unauthorized access attempts.

While we strive to protect your data, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security but are committed to promptly addressing any security incidents.

6. Data Retention

We retain your personal data for as long as your account is active or as needed to provide you with our services. Specific retention periods include:

• Account Data: Retained for the duration of your active subscription and for up to 12 months after account closure, to allow for reactivation or dispute resolution.
• Billing Records: Retained for a minimum of 8 years as required by Indian tax and accounting regulations.
• Usage Logs and Analytics: Retained for up to 24 months in identifiable form, after which they are anonymized or deleted.
• Support Correspondence: Retained for up to 24 months after the last interaction.

When data is no longer required, it is securely deleted or anonymized so that it can no longer be associated with you. You may request earlier deletion of your data, subject to our legal and regulatory obligations.

7. Your Rights

You have the following rights regarding your personal data:

• Right to Access: You can request a copy of the personal data we hold about you.
• Right to Rectification: You can request correction of inaccurate or incomplete data. You can also update most information directly through your account dashboard.
• Right to Erasure: You can request deletion of your personal data, subject to our legal retention obligations.
• Right to Data Portability: You can request your data in a structured, commonly used, machine-readable format.
• Right to Withdraw Consent: Where processing is based on your consent, you can withdraw that consent at any time. This does not affect the lawfulness of processing carried out before withdrawal.
• Right to Object: You can object to the processing of your data for direct marketing purposes at any time.

To exercise any of these rights, contact us at support@botsense.io. We will respond to your request within 30 days.

8. Cookies Policy

Cookies are small text files stored on your device when you visit our website. They help us provide a better experience by remembering your preferences and understanding how you use our site.

Types of cookies we use:

• Essential Cookies: These are necessary for the website to function. They enable core features such as login sessions, security tokens, and page navigation. Without these, the site will not work properly.
• Analytics Cookies: These help us understand visitor behavior through Google Analytics. Data collected includes pages viewed, time on site, and traffic sources. This data is aggregated and does not personally identify you.
• Marketing Cookies: These track your activity across websites to help us and our advertising partners deliver more relevant advertisements.

Managing cookies: Most browsers allow you to control cookies through their settings. You can block or delete cookies, but this may affect your ability to use certain features of our platform. For more information on managing cookies, consult your browser's help documentation.

9. Children's Privacy

Our services are designed for businesses and are not intended for individuals under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have inadvertently collected data from a minor, we will take steps to delete that information promptly. If you believe a child has provided us with personal data, please contact us at support@botsense.io.

10. International Data Transfers

Botsense Tech Private Limited is based in India. If you access our services from outside India, your data may be transferred to and processed in India. By using our services, you consent to the transfer of your data to India. We ensure that any such transfers comply with applicable data protection laws and that appropriate safeguards are in place. Where our third-party service providers (such as Meta or Google) process data outside India, those transfers are governed by the respective provider's data protection agreements and policies.

11. Communication Channels

We may use your contact information to communicate with you through various channels, including:

• Email: Account notifications, service updates, billing reminders, and promotional communications (with your consent).
• SMS: OTP verification, account alerts, and transactional messages.
• WhatsApp: Support conversations, onboarding assistance, and service notifications.
• RCS (Rich Communication Services): Where supported, we may use RCS for enhanced transactional or promotional messaging.
• Voice: Our support team or dedicated account managers may contact you by phone for onboarding, training, or support purposes.

You can opt out of promotional communications at any time by using the unsubscribe link in emails, replying STOP to SMS or WhatsApp messages, or contacting us directly. Transactional and account-related communications are essential to service delivery and cannot be opted out of while your account is active.

12. Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will notify you by posting the updated policy on our website with a revised "Last Updated" date. For significant changes, we may also notify you via email or through a notice on our platform. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

• Legal Entity: Botsense Tech Private Limited (CIN: U51390MP2019PTC049306)
• Email: hello@botsense.io (general) | support@botsense.io (support)
• Phone: +91 96303 36433
• Address: 3rd Floor, Prestige Vihar, Scheme No 74C, Vijay Nagar, Indore, Madhya Pradesh 452010, India
• Website: botsense.io

For data protection inquiries or to exercise your rights under this policy, please email support@botsense.io with the subject line "Privacy Request."