In short
- Your customers' chats and contacts belong to you. We only process them to run your account.
- We never sell personal data, and your chats are not used to train third-party AI models unless you opt in.
- You can ask us to correct, export or delete your data at any time.
This summary is here to help. The full text below is what applies.
1. Who we are
watu is operated by India-Shine Business Support Services (“watu”, “we”, “us”). This policy explains what personal data we collect through watu.in and the watu product, why we collect it, how we use it and the choices you have.
2. Who this policy covers
This policy covers three groups of people.
- Visitors: people who browse watu.in.
- Customers: the businesses, and their team members, who create and use a watu account.
- Contacts: the people a Customer talks to through watu on WhatsApp, Telegram, SMS, RCS, email or website chat.
3. What we collect from Customers
- Account details you give us: name, email address, phone number, business name and a password, which is stored hashed and never in plain text.
- Billing details: your billing name, address and GSTIN, and the record of what you paid. Payments are handled by our payment partners; we do not store full card numbers.
- Usage data: login times, features used and basic device and browser information, collected automatically to keep the product secure and working.
4. Channel connections
When you connect a channel, such as a WhatsApp Business Account through Meta, a Telegram bot, an email mailbox or an SMS or RCS sender, we store the access details needed to send and receive messages for you. Sensitive credentials such as access tokens are encrypted at rest.
We use these connections only to run the messaging features you have set up: sending, receiving and routing messages, and running your broadcasts, chatbots and automations.
5. Information about your Contacts
watu stores the messages, phone numbers, email addresses, names, files and the notes and tags your team adds for the people you talk to. This is the data your inbox and CRM run on.
This data belongs to you, the Customer. You decide why and how it is used; we process it on your behalf and on your instructions, not for our own purposes.
You are responsible for having a lawful basis, such as consent, to contact each person, as required by the rules of each channel and by applicable law, including India's Digital Personal Data Protection Act, 2023.
6. How we use information
- To provide, maintain and secure the product.
- To sign you in and prevent fraud and abuse.
- To send service notices about billing, security and important product changes.
- To give you customer support.
- To improve reliability and performance.
We do not sell personal data. We do not use the content of your conversations to train any third-party AI model unless you explicitly opt in.
7. AI features
If you turn on watu Copilot or other AI features, the messages needed to produce a reply, a summary or a draft are sent to the AI service providers we use, only to produce that result for your account.
10. How long we keep data
We keep account data and Contact data for as long as your account is active, and for a reasonable period after it closes to meet legal, tax and dispute-resolution duties. You can ask for deletion at any time; see the data deletion page.
11. Security
We use encryption in transit, encryption at rest for sensitive credentials, role-based access controls and regular backups. No way of sending or storing data is completely secure, and we cannot guarantee absolute security, but we work to protect your data and will tell affected Customers about a breach as the law requires.
12. Your rights
You can ask to see, correct, export or delete your personal data by writing to us at the address below. Customers can also delete Contact data from inside the product. We respond to verified requests within a reasonable time, subject to records we must keep by law, such as tax records.
If you are a Contact of one of our Customers, please contact that business first, because it controls your data. If you cannot reach it, write to us and we will help.
13. Children
watu is a business product for adults aged 18 and over. We do not knowingly collect personal data from children. If you believe a child has given us data, write to us and we will delete it.
14. Changes to this policy
We may update this policy as watu changes. We will change the date at the top and, where the change is significant, tell Customers directly.
15. Consent
When you create a watu account we show you a short notice of what we collect and why, and ask you to agree to it. Messages with tips and offers are a separate choice that is never ticked for you. You can withdraw that choice at any time in Settings, as easily as you gave it. We keep a record of what you agreed to and when.
16. Contact and grievances
Questions, requests or complaints about this policy or your data go to our Grievance Officer, India-Shine Business Support Services: support@watu.in, +91 99933 22211. Customers can also raise a complaint from inside watu, under Settings, Login and security, Privacy and your data.
We acknowledge every request within 7 business days and answer it within 90 days. If you are not satisfied with our answer, you may complain to the Data Protection Board of India.