Bookback privacy policy

Bookback is a WhatsApp assistant for businesses, made by AiThrive Solutions, a brand of Renascent Ventures Private Limited (CIN U96020TN2026PTC198301, GSTIN 33AAQCR3588R1ZA), No. 393/10, Pillayar Koil Street, Nookampalayam, Perumbakkam, Medavakkam, Tambaram, Chennai 600100, Tamil Nadu, India. In this policy, "we" and "us" mean Renascent Ventures Private Limited.

Businesses such as sports venues, clinics, salons and hotels use Bookback to answer their customers on WhatsApp: it replies to common questions using information the business provides, sends customers to the business's own booking page, and passes conversations to the business's staff when needed.

• Customers of a business (people who message a business's WhatsApp number): the business decides how your data is used and is the data fiduciary under India's Digital Personal Data Protection Act, 2023. We process your data on the business's behalf as its data processor, only to provide Bookback to that business.
• Businesses and their staff (people who sign in to Bookback): for your account details, we are the data fiduciary.

We do not collect payment card details. We do not ask for, and ask customers not to share, health records, government ID numbers or other sensitive information in chat.

• to reply to customers on the business's behalf with information the business has provided
• to send customers to the business's own booking page or website
• to pass a conversation to the business's staff, and alert them on WhatsApp, when a customer needs a person
• to show the business its conversations so it can follow up
• to keep Bookback secure, prevent abuse, and fix problems
• to meet our legal obligations

We do not sell personal data, and we do not use customers' messages for advertising.

We use these service providers only to run Bookback:

Some of these providers may process data outside India. When they do, it is under their contractual safeguards and only for the purposes above. We may also share data if the law requires it, or with a buyer of our business under the same protections.

• Conversations (messages and phone numbers): kept for 12 months after the last message in a conversation, then deleted, unless the business deletes them sooner.
• Business accounts and business information: kept while the business uses Bookback, and deleted 90 days after it stops, unless the law requires us to keep something longer (for example invoices).
• Security logs: kept for up to 90 days.

Data is sent over encrypted connections (HTTPS). WhatsApp access tokens and other credentials are stored encrypted. Each business's data is kept separate from every other business's, and only the business's own signed-in owners and staff, and a small number of our support staff when needed to help that business, can see it.

Under the Digital Personal Data Protection Act, 2023, you can ask for a summary of your data, ask us to correct or delete it, withdraw consent, and raise a grievance.

• If you messaged a business: contact the business first, as it controls your data. You can also write to us; we will pass your request to the business and help it respond. To stop messages from a business, reply STOP in the chat.
• If you have a Bookback account: write to us at the email below.

We reply within 30 days. See also: How to delete your data.

Bookback is meant for businesses and their adult customers. It is not directed at children under 18, and we do not knowingly collect their data.

The Bookback dashboard uses only an essential cookie that keeps owners and staff signed in. We do not use advertising or tracking cookies in Bookback.

If we change this policy, we will update the date above and, for significant changes, tell businesses using Bookback in advance.

If you are not satisfied with our response, you may complain to the Data Protection Board of India.