Privacy Policy

1. Who we are and scope

PingSetu ("we", "us") provides a customer engagement platform — shared inbox, CRM, automation, campaigns and AI agents — for WhatsApp, Instagram and Facebook Messenger. This policy covers pingsetu.ai, app.pingsetu.ai and related services. It applies to visitors, account holders, and to partners who resell PingSetu.

2. Our role: controller and processor

For website visitors and account holders, we decide how their data is used and act as the data fiduciary (controller).

For conversations, contacts and other data our customers bring into the platform about their own customers, we act as a processor on the customer's behalf. The business using PingSetu is responsible for having a lawful basis and any consent needed to message its contacts. End customers should contact that business first.

3. Information we collect

• Account data: name, work email, phone number, company name, role and login credentials.
• Billing data: billing address, GST details and transaction records. Card details are handled by our payment provider, not stored by us.
• Customer content: messages, media, contacts, attributes, deals, templates and flows you create or receive through connected channels.
• Channel data: identifiers and tokens needed to connect your WhatsApp Business, Instagram or Facebook Page accounts through Meta.
• Usage and device data: IP address, browser, pages visited, and actions in the product, collected through logs and cookies.
• Communications: what you send us by email, demo bookings or support requests.

4. How we use information

• Provide, operate, secure and support the platform.
• Deliver and receive messages on the channels you connect.
• Process payments and send invoices and service notices.
• Run AI features you turn on, using the content and instructions you configure.
• Understand usage to fix problems and improve the product.
• Send product updates and marketing, which you can opt out of at any time.
• Meet legal obligations and enforce our Terms.

5. AI features

When you enable AI agents or reply assistance, relevant conversation content is sent to our AI model providers to generate a response. We do not use your customer content to train general-purpose models. You control which agents run and when they hand off to a human.

6. Google user data

If you connect Google Sheets or Google Calendar, we access only the data needed for those features: the spreadsheets you choose, and your calendar's free/busy times and the events PingSetu creates. Details are on our Google Sheets and Google Calendar pages.

We do not sell Google data, use it for ads, or use it to train general-purpose AI models, and humans do not read it except with your consent, for security, or where required by law. You can revoke access anytime in PingSetu or your Google Account. PingSetu's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

7. How we share information

We do not sell personal data. We share it only with:

• Meta Platforms, to deliver messages over WhatsApp, Instagram and Messenger, under Meta's own terms.
• Service providers for hosting, databases, email, payments, analytics and AI, bound by confidentiality obligations.
• Reseller partners, if your account was set up through a partner, who can see and manage your organisation.
• Integrations you connect, such as ecommerce or payment tools.
• Authorities, where required by law, or in a merger or acquisition.

8. Cookies

We use essential cookies to keep you signed in and secure, and analytics cookies to understand how the site is used. You can block cookies in your browser; some parts of the app may not work without essential cookies.

9. Data retention

We keep account and customer content while your account is active. After you close your account, we delete or anonymise customer content within a reasonable period, except where we must keep records (such as invoices) for legal, tax or dispute purposes.

10. Security

We use access controls, role-based permissions and encrypted connections to protect data. No system is perfectly secure; if we become aware of a breach affecting your data, we will notify you and the relevant authorities as required by law.

11. Your rights

Under India's Digital Personal Data Protection Act, 2023 and other applicable laws, you can ask to access, correct, update or erase your personal data, withdraw consent, and nominate someone to act for you. Email hello@pingsetu.ai and we will respond within a reasonable time. You may also raise a complaint with the Data Protection Board of India.

12. International transfers

Our providers, including Meta, may process data outside India. Where they do, we rely on transfers permitted under applicable law.

13. Children

PingSetu is a business service and is not meant for anyone under 18. We do not knowingly collect children's data.

14. Changes and contact

We may update this policy and will change the date above when we do; material changes will be notified in the app or by email. For privacy questions or grievances, contact our Grievance Officer at hello@pingsetu.ai.