Privacy Policy

• Account and billing information: your name, business name, email address, phone number, workspace membership, subscription, wallet, invoice, and payment-related records.
• Usage and technical information: dashboard activity, feature usage, timestamps, IP address, device and browser information, cookies, error reports, and security logs.
• Voice data: call participants, phone numbers, recordings, transcripts, call events, outcomes, duration, and related analytics generated when you use an AI voice agent.
• Customer and workflow data: contacts, leads, campaign settings, CRM records, order details, appointment information, instructions, prompts, and content that you or your connected systems provide.
• Meta and WhatsApp account data: Meta Business Portfolio and WhatsApp Business Account identifiers, business phone-number identifiers, display profiles, account status, quality information, messaging limits, message templates, and integration settings.
• WhatsApp communication data: customer phone numbers and profile names, messages, media and file metadata, rendered template values, conversation history, message identifiers, webhook payloads, timestamps, and sent, delivered, read, or failed status information.
• Integration credentials: authorisation codes are exchanged without being retained, while access tokens and other credentials needed to maintain a connection are stored in encrypted form.

• To create and administer your account, workspace, permissions, subscription, wallet, and support requests.
• To provide calls, messaging, conversations, campaigns, CRM synchronisation, order notifications, appointments, analytics, and other workflows you configure.
• To connect and maintain authorised third-party integrations, including Meta and WhatsApp Business accounts.
• To create or synchronise approved message templates and send, receive, route, display, and report on WhatsApp communications for your workspace.
• To process requested AI functions such as transcription, response generation, classification, summarisation, and workflow automation.
• To meter usage, process billing, prevent duplicate charges, and maintain financial and operational records.
• To secure, troubleshoot, monitor, improve, and support the Service, enforce our Terms, and comply with legal obligations.

We determine how account, website, billing, security, and support data is processed for operating Pineyard AI. For contacts, leads, communications, and other data you submit or connect on behalf of your customers or other individuals (“End Users”), you determine the purpose of the communication and instruct us how to process that data through your configuration of the Service. We process such data on your behalf to provide the functions you request.

You are responsible for having a lawful basis to provide End User data to Pineyard AI and for giving required notices and obtaining required consents. This includes complying with applicable telemarketing, recording, WhatsApp opt-in, message-template, and business messaging requirements. You must not use the Service for spam, harassment, unlawful profiling, deception, or communications prohibited by law or platform policy.

Where you use the Service to place or receive calls, you are responsible for informing End Users and obtaining any consent required for recording and AI-driven interactions. We process call content to deliver the functions you configure, including transcription, automated responses, call analysis, quality monitoring, reporting, and support.

When an authorised workspace administrator connects a Meta or WhatsApp Business account, Pineyard AI uses the access granted through Meta to validate the business account and phone number, maintain the connection, manage message templates, send and receive communications, process delivery events, display conversations, and provide the automations and reports selected by that workspace.

We process this Platform Data only for the connected client and only to provide, secure, support, or comply with obligations relating to the requested Service. We do not sell or license it, use one client's Platform Data for another client, use it for third-party advertising, independently profile WhatsApp users, or permit it to be used to train general-purpose AI models.

A workspace administrator may disconnect an integration, and access may also be revoked through Meta Business settings. Revocation stops future access but does not by itself erase information already stored by Pineyard AI; Section 10 explains how to request deletion.

When you enable an AI feature, Pineyard AI may send the minimum content reasonably needed for that feature to contracted AI service providers. This can include call transcripts, prompts, knowledge content, or portions of a customer conversation needed to generate a response, classify an interaction, or perform an automation. These providers may process the content only to provide the contracted service to Pineyard AI and are subject to confidentiality and data-protection obligations. Pineyard AI does not use Meta or WhatsApp Platform Data to train a general-purpose model.

Pineyard AI and its contracted service providers may process data in India and in other countries where they operate infrastructure or support services. Where data is transferred across borders, we take reasonable steps to use contractual, organisational, and technical safeguards appropriate to the data and applicable law. The location of a connected platform, telecom, cloud, or AI provider may differ from the location of your business or End Users.

We retain information only for as long as reasonably necessary to provide and secure the Service, maintain required records, resolve disputes, and comply with legal and platform obligations. Retention depends on the type of information and how the Service is configured:

• Call recordings, transcripts, and associated call data are generally retained for twelve (12) months, unless a different period is required by law or agreed for a legitimate business need.
• Meta and WhatsApp credentials are retained while the connection is active. On disconnection, we revoke or unsubscribe access where supported and stop using the credentials operationally; stored copies are deleted following a verified deletion request, subject to necessary security and compliance records.
• WhatsApp messages, media references, rendered template values, conversation history, delivery records, and webhook payloads are retained while the account is active and for as long as needed for delivery, conversation history, reporting, fraud prevention, troubleshooting, support, or compliance.
• Account, consent, access, billing, tax, security, and audit records may be retained for the periods required by applicable law, platform terms, or the establishment and defence of legal claims.

Following a verified deletion request, covered information is deleted or irreversibly anonymised unless retention is legally required. Residual copies in encrypted backups are removed through the normal backup-overwrite cycle.

We do not sell personal data. We disclose information only as needed to provide the Service, follow your instructions, protect the Service, or comply with law. Recipients may include:

• Meta and WhatsApp, when you connect a WhatsApp Business account or send and receive communications through their platform.
• Cloud hosting, database, storage, content-delivery, observability, security, telephony, payment, email, and customer-support providers.
• Contracted AI providers when you enable a feature that requires AI processing.
• CRM, commerce, calendar, and other integration providers that you direct us to connect.
• Professional advisers, auditors, insurers, prospective transaction counterparties under confidentiality obligations, and public authorities where disclosure is legally required.

Service providers are authorised to process information only for the contracted purpose and are subject to confidentiality, security, and data-protection obligations appropriate to their role.

Subject to applicable law, you may request access to, correction of, or deletion of your personal data, withdraw consent, disconnect an integration, and raise a grievance about our processing. Workspace customers are responsible for responding to End User requests relating to data they control, and Pineyard AI will provide reasonable assistance where required.

To request account, workspace, Meta, or WhatsApp data deletion, follow our Data Deletion Instructions. You may also revoke Pineyard AI's future access through your Pineyard AI integration settings or Meta Business settings.

We use reasonable technical and organisational measures designed to protect information against unauthorised access, alteration, disclosure, loss, or destruction. Measures include workspace access controls, tenant-scoped data access, encryption of stored integration credentials, protected network transport, operational logging, and restricted administrative access. No transmission or storage method is completely secure, and we cannot guarantee absolute security.

Our website uses cookies and similar technologies to operate, secure, and improve the site. You can control cookies through your browser settings; disabling some cookies may affect functionality.

The Service is intended for businesses and individuals aged 18 and above. We do not knowingly collect personal data directly from children. Customers must not use the Service to process children's data unless they have a lawful basis and all protections required by applicable law.

If you connect a Google account to use our Google Calendar integration, we access a limited set of Google user data to provide that feature: your Google account email address; your calendar list and free/busy information; and permission to create and edit calendar events using the Google calendar.events scope. We use this data solely to identify the connected account, avoid scheduling conflicts, and create or manage appointments on the calendar you select.

Pineyard AI's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. We do not sell Google user data, use it for advertising, or use it to train general-purpose AI models. You can revoke our access by disconnecting the integration in your dashboard or through your Google Account security settings.

We may update this Privacy Policy as the Service, integrations, or legal requirements change. Material changes will be communicated through the Service, by email, or through another appropriate notice, and the effective date above will be revised.

For privacy questions, rights requests, or grievances, contact Pineyard AI Private Limited using the details below: