Privacy Policy

1. Introduction

CHATWAY IT SOLUTIONS PRIVATE LIMITED (“ChatWay”, “we”, “us” or “our”) provides software and technology services that allow businesses to connect and manage supported business messaging services, CRM, shared inboxes, customer communication, automation and APIs.

Our brand and app name is ChatWay. Our website is https://chatway.info and our contact email is hello@chatway.info.

This policy explains how we may collect, receive, access, process, store, use and disclose information through our website, web application, software platform, APIs and services. The information processed depends on the features used and the permissions granted by the business customer.

For account administration, security and our own business operations, ChatWay is responsible for its processing of information. When we process a business customer’s customer or messaging data to provide requested functionality, we generally act on that business customer’s behalf and according to its instructions, subject to applicable law and agreements.

Meta and WhatsApp are third-party platforms and trademarks and are not owned by ChatWay. Descriptions of integrations do not imply that Meta or WhatsApp has granted ChatWay any partnership, endorsement or authorization status.

2. Information We May Process

When required to provide the service, and where applicable to the features you use, we may process the following categories of information:

Account Information

• Name, email address and mobile number.
• Login and account information.
• Company or business name and business contact information.

Business Platform Information

• Business Portfolio information and business account identifiers.
• WhatsApp Business Account (WABA) ID, business phone number and Phone Number ID.
• Message template information and template status.
• Messaging configuration and account configuration information.

Customer and CRM Data

• Customer name, phone number and email address.
• Tags, lead information, CRM records and notes.
• Assigned team member, follow-up information and custom fields.

Message Information

When a business customer enables supported messaging features, ChatWay may process information necessary to provide the requested service, including:

• Incoming and outgoing messages and message content.
• Message metadata, message IDs and timestamps.
• Delivery status and read status.
• Media or document information where applicable.

This information is processed for functionality requested by the business customer, such as shared inbox, CRM, customer support, automation and messaging.

Technical Information

• IP address, browser and device information, and log information.
• API requests, webhook events and usage information.
• Authentication and security logs, and error logs.

Billing Information

Where applicable, we may process subscription information, transaction or payment status, and invoice information for billing administration. Payments may be handled by payment processors under their own terms and privacy policies. This policy does not represent that ChatWay stores full payment card details.

3. Meta and WhatsApp Business Platform Data

When a business customer connects its account or authorizes ChatWay, we may receive or process information through Meta APIs and the WhatsApp Business Platform. Depending on authorized permissions and enabled functionality, this may include:

• WABA identifiers, Phone Number IDs and business information.
• Message templates and template status.
• Messaging events and webhook events.
• Message information and delivery or status information.
• Other information required to provide authorized functionality.

We process this data only to provide, maintain, secure and support the functionality requested by the customer, and in accordance with applicable Meta and WhatsApp platform requirements. Access to data through these integrations does not give ChatWay ownership of that data.

ChatWay does not ask customers to disclose their Facebook password. Customers should connect accounts through official authorization and onboarding processes where available.

4. How Information Is Used

Depending on the services used and customer instructions, information may be processed for:

• Creating and managing user accounts and providing ChatWay services.
• Connecting authorized business accounts and sending and receiving authorized business messages.
• Shared team inbox functionality, CRM and lead management, and customer support.
• Message template management, automation and chatbot functionality.
• User-requested campaigns using applicable approved templates and required messaging opt-ins.
• Team and agent assignment, reporting and analytics.
• API and webhook functionality.
• Subscription and billing administration.
• Preventing fraud, abuse and unauthorized access.
• Debugging and maintaining service reliability.
• Meeting legal and regulatory obligations and complying with applicable platform policies.

Information is processed only as relevant to the functionality provided, necessary business operations, and applicable obligations, and not for unrelated purposes described as if they were currently performed.

5. Customer Responsibilities

Business customers are responsible for the information they provide and their use of messaging and CRM features. They must:

• Obtain any consent or opt-in required for messaging and have a lawful basis to process customer information.
• Provide appropriate privacy notices to their customers and respect opt-out requests.
• Use approved message templates where required.
• Follow applicable Meta and WhatsApp policies.
• Avoid spam and unauthorized messaging.
• Comply with applicable laws.

ChatWay does not provide a bypass of platform policies or restrictions. Message delivery, account availability and template approvals depend on third-party platform requirements and other factors; they are not guaranteed by ChatWay.

6. Data Sharing and Service Providers

Information may be shared or processed only when reasonably required to provide services, maintain security or meet applicable obligations, with:

• Meta Platforms and the WhatsApp Business Platform for authorized integrations.
• Cloud hosting, infrastructure, database and storage providers.
• Security and monitoring providers.
• Email and support service providers.
• Payment processors where applicable.
• Contractors and service providers acting on behalf of ChatWay.
• Government or legal authorities where legally required.

Service providers are permitted to process information only as necessary to provide their services to ChatWay and subject to applicable contractual, confidentiality and security obligations.

Business customer data may also be made available to that customer’s authorized team members as required by the requested shared inbox, CRM or account functionality.

ChatWay does not sell personal information for monetary consideration.

7. Data Security

ChatWay uses reasonable administrative, organizational and technical safeguards designed to protect information against unauthorized access, use, disclosure, alteration or loss. As applicable to the service and infrastructure, these measures include access controls and authentication, restricted administrative access, secure server infrastructure, HTTPS encryption in transit, logging and monitoring, and controls to protect credentials and access tokens.

No method of transmission or storage is completely secure. We do not guarantee absolute security. Customers should safeguard their account access, limit team permissions appropriately and notify us of suspected unauthorized access at hello@chatway.info.

8. Access Tokens and Credentials

Authentication tokens, API credentials and similar credentials are protected using reasonable security controls and are used only as required to support authorized functionality.

ChatWay does not ask customers to disclose their Facebook password. Customers should use official authorization and onboarding processes where available. Passwords, access tokens and API credentials should not be publicly disclosed or included in ordinary support or deletion request emails.

9. Data Retention

We retain information only for as long as reasonably necessary to provide the service, maintain accounts, protect security, resolve disputes, meet legal and regulatory obligations, and enforce agreements.

Different categories of information may have different retention periods depending on their purpose, customer instructions and applicable obligations. Where information is no longer needed, we delete or de-identify it when required and reasonably possible. Certain records may need to be retained for legitimate security, fraud prevention, contractual or legal reasons.

10. User Rights and Data Requests

Users and business customers may contact hello@chatway.info to request access to personal information, correction, account information updates, deletion, or other applicable privacy requests. The rights available depend on applicable law and the circumstances of processing.

We may need to verify your identity and, where relevant, your authority to act for the business or account before processing a request. We may ask for information reasonably necessary for that verification.

If a business customer controls your information, you should generally contact that business directly. We may refer your request to the relevant business customer or assist it in responding, as appropriate.

11. Data Deletion

Users and business customers can request deletion of their ChatWay account and associated personal information.

Follow the instructions at https://chatway.info/data-deletion or email hello@chatway.info with a clear account or data deletion request.

We may verify identity and account ownership before processing the request. After successful verification, ChatWay will delete or de-identify information when required and reasonably possible, subject to legitimate security, fraud prevention, contractual and legal retention obligations. Information retained for these reasons remains subject to applicable safeguards and is not retained for unrelated purposes.

Deletion is not necessarily instant. Data held independently by third-party platforms may also require a separate request under their own policies.

12. Third-Party Services

ChatWay may integrate with third-party services, including Meta Platforms and the WhatsApp Business Platform. Your use of those external services may also be governed by their respective terms and privacy policies. These services operate independently of ChatWay, and this Privacy Policy does not replace their policies.

WhatsApp and Meta are third-party platforms and trademarks and are not owned by ChatWay.

13. International and Cross-Border Processing

Cloud infrastructure and service providers may process or store information in different locations, including outside your country. Where required by applicable law, we use appropriate safeguards for cross-border processing and transfers. This policy does not claim any legal certification that has not been established.

14. Children’s Privacy

ChatWay is a business-focused service and is not intended for children. We do not knowingly collect children’s personal data through the service where prohibited by applicable law. If you believe a child’s information has been provided improperly, contact hello@chatway.info so we can review and take appropriate action.

15. Cookies and Website Technologies

ChatWay may use essential cookies, browser storage, and similar technologies that are necessary to operate the website and web application, maintain user sessions, support account authentication, improve security, and provide core service functionality.

Users may manage cookies and browser storage through their browser settings. Disabling or removing essential cookies or storage may affect login, account access, or certain features of the website or application.

Third-party services integrated with ChatWay may use their own cookies or similar technologies in accordance with their respective privacy policies.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect service changes, legal requirements or our practices. Updates will be published on this page and the “Last Updated” date will be revised. Additional notice will be provided where required by applicable law.

17. Contact Information

CHATWAY IT SOLUTIONS PRIVATE LIMITED
CIN: U62011UP2026PTC244433
GSTIN: 09AANCC5723E1ZL
Registered Office: Floor No. 1097, Building M, Bithoor Road, Near NSI Sub Post Office, Kalyanpur, Kanpur, Kanpur Nagar, Uttar Pradesh – 208017, India
Brand: ChatWay
Website: https://chatway.info
Email: hello@chatway.info

For deletion requests, see Data Deletion Instructions. You can also read our Terms & Conditions or visit Contact Us.