Privacy Policy

1. Introduction

chatworx ("chatworx", "we", "us", or "our") operates the chatworx customer communication platform, accessible at chatworx.cc and via our API ("the Service"). This Privacy Policy describes how we collect, use, disclose, and safeguard information about you and your end users when you use the Service, including integrations with third-party messaging channels such as WhatsApp Business API, Facebook Messenger, Instagram, Telegram, LINE, SMS, and others.

By using the Service, you agree to the collection and use of information in accordance with this policy. This privacy policy is publicly accessible and applies for as long as you use the Service.

2. Information We Collect

We collect the following categories of information:

• Account and contact information — name, work email address, phone number, company name, job title, and other details you provide when registering for or using the Service.
• End-user conversation data — messages, images, videos, documents, audio files, and metadata (timestamps, read receipts, delivery status) exchanged between your team and your customers across connected channels (including WhatsApp, Facebook Messenger, Instagram, Telegram, LINE, email, SMS, and others). This data is stored on chatworx infrastructure on your behalf as a data processor.
• End-user contact information — phone numbers, email addresses, usernames, profile names, and profile pictures provided by messaging platforms as part of conversation data.
• Usage and log data — IP addresses, device identifiers, browser type and version, operating system, pages visited, actions taken within the platform, timestamps, referral URLs, and other diagnostic data.
• Integration credentials — API keys, access tokens, webhook URLs, and channel configuration required to connect third-party messaging services. These are stored encrypted and never shared with third parties beyond what is necessary to operate the integration.

3. How We Use Your Information

We use the information we collect to:

• Provide, operate, and improve the Service
• Deliver messages between your team and your customers via connected channels
• Authenticate users and enforce access controls (RBAC)
• Generate analytics, reports, and audit logs within your account
• Obtain and record consent for messaging where required by applicable law or platform policy
• Respond to support requests and communicate about the Service
• Detect, prevent, and address fraud, abuse, and security incidents
• Comply with legal obligations

We do not sell your data or your end users' data to third parties. We do not use end-user conversation data to train machine learning models or for advertising purposes.

4. Data Sharing and Disclosure

We may share information with:

• Third-party messaging platforms — Meta (WhatsApp Business API, Facebook Messenger, Instagram), Telegram, LINE, SMS providers, and other channel providers, solely to deliver messages as directed by you through the Service. These platforms have their own privacy policies that govern their use of data.
• Infrastructure and service providers — cloud hosting, database, and security vendors who process data on our behalf under written data processing agreements that ensure compliance with this policy and applicable law.
• Legal and regulatory authorities — when required by applicable law, court order, or to protect the rights and safety of users and the public.

We require all third-party service providers to maintain appropriate security safeguards and to process data only as instructed by us and in accordance with this policy.

5. Meta Platform Integrations

chatworx integrates with Meta's platforms via the WhatsApp Business API, Facebook Messenger API, and Instagram Graph API to enable your team to send and receive messages. When you connect these integrations, data is exchanged with Meta in accordance with Meta's Data Policy.

chatworx uses data obtained through Meta's APIs solely to provide and improve the Service as described in this privacy policy. Specifically:

• We do not use Meta platform data for independent advertising, profiling, or marketing purposes.
• We do not sell, license, or otherwise transfer Meta platform data to third parties except as necessary to provide the Service.
• Data obtained from WhatsApp about a person (other than message thread content) is used only as reasonably necessary to support messaging with that person.
• We comply with Meta's Platform Terms and Developer Data Use Policy.

In the event of a data breach affecting data obtained through Meta's APIs, we will notify Meta promptly using their incident reporting process in addition to notifying affected users.

6. Other Messaging Platform Integrations

chatworx integrates with additional messaging platforms. Platform-specific disclosures:

• Telegram — We use the Telegram Bot API to send and receive messages on your behalf. Message content is used only to provide the Service and is not shared with third parties beyond what is necessary for delivery. We comply with Telegram's Bot Developer Terms of Service.
• LINE — We use the LINE Messaging API to facilitate conversations between your team and your customers. User information collected through LINE is used only within the scope of providing the Service. We comply with LINE's Messaging API Terms of Use.
• SMS — SMS messaging is delivered via third-party providers (such as Twilio). We maintain records of consent from message recipients as required by applicable law and industry standards. SMS providers may monitor message content for spam and fraud detection in certain jurisdictions.

7. Consent and Opt-Out

We obtain consent for messaging through the following mechanisms:

• User-initiated conversations (where the end user messages your business first)
• Explicit opt-in via forms, checkboxes, or other consent flows managed by your organisation
• Consent records maintained by your organisation as the data controller

End users may opt out of receiving messages at any time by:

• Replying STOP to any SMS message
• Requesting to stop receiving messages through any connected channel
• Contacting your organisation directly to withdraw consent

As a chatworx customer, you are responsible for obtaining and maintaining valid consent from your end users in accordance with applicable law and the terms of each messaging platform.

8. Data Retention

We retain data according to the following guidelines:

• Account data — retained for the duration of your active account plus 30 days after account closure to allow for reactivation or data export requests.
• Conversation data — retained according to your account's configured retention settings. You may configure automatic deletion periods within the platform.
• Usage and log data — retained for up to 12 months for analytics and security purposes, then automatically deleted.
• Integration credentials — retained only while the integration is active. Revoked credentials are deleted within 24 hours.

You may request deletion of your data at any time by contacting us at the address below. Upon receiving a valid deletion request, we will delete or anonymise the requested data within 30 days, except where retention is required by law.

9. Data Deletion Requests

You may request deletion of your data through the following methods:

• Self-service — account administrators can delete conversation data, contacts, and integration configurations directly within the chatworx platform.
• Email request — send a deletion request to privacy@chatworx.cc and we will process it within 30 days.

When data is deleted, it is permanently removed from our active systems. Backups containing deleted data are purged within 90 days. We will confirm deletion in writing upon completion.

10. Data Security

We implement industry-standard security measures including encryption in transit (TLS 1.2+), encryption at rest (AES-256), role-based access controls, and audit logging. We maintain administrative, physical, and technical safeguards designed to protect the confidentiality, integrity, and availability of your data.

No method of transmission or storage is 100% secure. In the event of a data breach affecting your data, we will notify you and any applicable regulatory authorities promptly as required by applicable law.

11. International Data Transfers

chatworx serves customers globally. By using the Service, you acknowledge that your data may be transferred to and processed in countries outside your country of residence. Where required by applicable law (including GDPR), we rely on appropriate transfer mechanisms such as Standard Contractual Clauses (SCCs) to ensure adequate protection of your data.

12. Your Rights

Depending on your location, you may have the following rights regarding your personal data:

• Access the personal data we hold about you
• Correct inaccurate or incomplete data
• Request deletion of your data
• Object to or restrict certain processing
• Data portability — receive your data in a structured, machine-readable format
• Withdraw consent at any time where processing is based on consent
• Lodge a complaint with your local data protection supervisory authority

To exercise any of these rights, please contact us at privacy@chatworx.cc. We will respond to all requests within 30 days.

13. California Privacy Rights (CCPA/CPRA)

If you are a California resident, you have the following additional rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA):

• Right to know — you may request details about the categories and specific pieces of personal information we have collected about you.
• Right to delete — you may request deletion of your personal information, subject to certain exceptions.
• Right to opt-out of sale — we do not sell personal information. We do not share personal information for cross-context behavioural advertising.
• Non-discrimination — we will not discriminate against you for exercising your privacy rights.

To exercise your California privacy rights, contact us at privacy@chatworx.cc.

14. Children's Privacy

The Service is not directed at children under the age of 13 (or the applicable age of digital consent in your jurisdiction). We do not knowingly collect personal information from children. If you believe that a child has provided us with personal information, please contact us at privacy@chatworx.cc and we will take steps to delete that information.

15. Cookies

The chatworx website uses minimal cookies for session management and user preferences (such as theme selection). We do not use tracking cookies for advertising or cross-site tracking. By continuing to use our site, you consent to our use of cookies as described here.

16. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the new policy on this page with an updated date. Where required by law, we will provide additional notice (such as email notification). Continued use of the Service after changes constitutes acceptance of the updated policy. We retain all prior versions of this policy and will provide them upon request.

17. Contact Us

If you have questions about this Privacy Policy, want to exercise your data rights, or need to report a data incident, please contact us: