Privacy Policy

1. Overview

Marshanam Pvt. Ltd. ("we", "our", or "us") operates an AI-powered customer communication platform that helps businesses manage customer inquiries across WhatsApp and Web Chat, automate replies, and track conversations. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our web application, Web Chat widget, WhatsApp integration, and related services (the "Service").

2. Data we collect

Personal information (collected at registration):

• First name and last name
• Email address
• Phone number
• Password (stored encrypted; never stored in plain text)

Organisation details:

• Organisation name and business description
• Country, state, city, pincode, and street address

Service category:

• Selected service category
• Custom category name (if applicable)

Business profile metadata (collected when a custom category is selected):

• Core value proposition and target audience profile
• Primary products or services and secondary amenities
• Pricing, fee structure, payment terms, and accepted payment methods
• Refund and cancellation policy
• Operating hours and physical address or location
• Primary contact info and digital presence links (website, social media)
• Step-by-step booking or service procedure
• Capacity, limitations, and service duration or turnaround
• Post-service or aftercare information
• Credibility and social proof details

Information collected automatically:

• Usage data — pages visited, features used, session duration, and button clicks
• Device and browser data — IP address, browser type, operating system, and screen resolution
• Log data and crash reports to diagnose technical issues
• Cookies and similar tracking technologies (see Section 9)

Web Chat and visitor information:

• Information voluntarily provided by visitors through the Web Chat widget, including name, email address, and phone number.
• Questions, messages, and other content submitted through Web Chat.
• Conversation and session identifiers used to maintain and associate a visitor's chat session.
• IP address and related technical information associated with the Web Chat session.
• Conversation metadata such as timestamps, communication channel, and message status where applicable.

3. WhatsApp, Web Chat & API data

Marshanam processes customer and visitor information through both the WhatsApp Business API and the Web Chat service.

WhatsApp data:

• Customer messages: Inbound and outbound WhatsApp messages flowing through your connected business account are stored so you can view, manage, and respond to them in the Marshanam dashboard.
• Customer contact data: Phone numbers and customer profile information shared through WhatsApp conversations.
• Automated reply content: Responses generated or configured through the platform.
• Webhook events: Message status updates such as delivered, read, and failed events received from the WhatsApp Business API.

Web Chat data:

• Visitor messages: Questions and messages submitted through the Web Chat widget.
• Visitor contact information: Name, email address, and phone number when provided by the visitor.
• Session information: Session identifiers used to maintain the visitor's conversation.
• Technical information: IP address and other information necessary to operate and secure the Web Chat service.
• Conversation history: Web Chat messages and responses may be stored so that businesses can view and manage conversations through the Marshanam dashboard.

AI processing:

• Customer or visitor questions may be processed by AI services to generate automated responses and provide customer support.
• Relevant conversation information may be used as necessary to generate an appropriate response.

Organization access: Where the Service is used by an organization, authorized users and administrators of that organization may access and manage information associated with the organization's account, including customer records and conversations, according to their assigned permissions.

We process customer, visitor, and account-related data as necessary to provide the Service and according to the instructions and configuration of the business using Marshanam. We do not sell customer or visitor data for advertising purposes.

4. How we use your data

• To create and manage your Marshanam account
• To provide, operate, and maintain the WhatsApp and Web Chat communication platform
• To maintain Web Chat sessions and conversation history
• To process customer and visitor questions and provide automated AI-generated responses
• To process subscription payments and send invoices or billing notices
• To send transactional communications such as onboarding emails, feature updates, and security alerts
• To analyse aggregate usage trends and improve the Service's features and performance
• To provide customer support and respond to your enquiries
• To detect, investigate, and prevent fraudulent activity or security incidents
• To comply with applicable legal and regulatory obligations under Indian law

5. Sharing your data

We do not sell your personal information or your customers' data. We share data only in the following limited circumstances:

• Meta / WhatsApp Business API: Data is transmitted to and from Meta as required to operate the WhatsApp integration. This is governed by Meta's own terms and privacy policies.
• AI and technology providers: Trusted technology or artificial intelligence service providers may process information on our behalf where necessary to provide automated responses and related Service functionality.
• Service providers: Trusted third-party vendors (such as cloud hosting, payment processing, analytics, and email delivery providers) that process data on our behalf and are subject to appropriate contractual and security requirements.
• Business transfers: In the event of a merger, acquisition, or asset sale, your information may be transferred as part of that transaction, with prior notice to you.
• Legal compliance: Where required by Gujarat, India law, court order, or governmental authority, or to protect the rights, property, or safety of Marshanam, our users, or the public.
• With your explicit consent: In any other circumstances, only with your written consent.

6. Data retention

We retain your account data for as long as your account is active or as needed to provide the Service. WhatsApp and Web Chat conversation data may be retained for the period required to provide Service features such as inbox access, conversation history, and customer support, subject to applicable plan limits and retention requirements.

Upon account deletion, we will delete or anonymise your personal data and conversation data within 30 days, except where retention is required by applicable Indian law (e.g. for tax or financial records).

7. Security

We implement industry-standard security measures to protect your data:

• Encryption of all data in transit using TLS/HTTPS
• Encryption of sensitive data at rest
• Role-based access controls restricting internal access to your data
• Regular security reviews and vulnerability assessments
• Secure credential management and API key handling for WhatsApp Business API tokens

No method of internet transmission is 100% secure. In the event of a data breach that affects your personal information, we will notify you as required by applicable law.

8. Your rights

Under applicable Indian privacy law and, where relevant, international regulations (GDPR for EU users), you have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete information.
• Deletion: Request deletion of your personal data, subject to legal retention obligations.
• Portability: Request an export of your account data in a machine-readable format.
• Objection: Object to processing of your data for direct marketing at any time.
• Withdrawal of consent: Where processing is based on consent, withdraw it without affecting prior processing.

To exercise any of these rights, email us at marshanam.voidek@gmail.com. We will respond within 5 business days.

9. Cookies and browser storage

We use cookies and similar browser technologies, including browser storage where applicable, to keep you logged in, maintain Web Chat sessions, remember your preferences, and understand how the Service is used.

• Web Chat session storage: Browser storage may be used to maintain a visitor's Web Chat session and associate messages with the appropriate conversation.
• Essential cookies: Required for authentication and core Service functionality. Cannot be disabled.
• Analytics cookies: Help us understand how the Service and website are used, including through Google Analytics (GA4), so we can measure usage and improve the Service.

You can manage or disable non-essential cookies through your browser settings. Note that disabling certain cookies may affect Service functionality.

10. Children's privacy

Marshanam is a business platform intended for users aged 18 and above. We do not knowingly collect personal information from anyone under 18. If we become aware that a minor has provided personal data, we will delete it promptly. If you believe a minor has submitted data, please contact us immediately at marshanam.voidek@gmail.com.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, the Service, or applicable law. For material changes, we will notify you by email or via a notice within the Marshanam dashboard at least 14 days before the changes take effect. Continued use of the Service after the effective date constitutes acceptance of the revised policy.

12. Contact us

For questions, concerns, or data requests related to this Privacy Policy:

• Email: marshanam.voidek@gmail.com
• Address: Bardoli, Surat, Gujarat – 394601, India