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[APP NAME]

Legal

Privacy Policy

Effective Date
[Insert Date]
Last Updated
[Insert Date]

This Privacy Policy explains how [APP NAME], operated by [Legal Company Name]("we," "us," or "our"), collects, uses, stores, shares, and protects personal data when businesses use our complaint intelligence and customer feedback management platform.

Our service helps businesses understand what customers are complaining about across online channels, group repeated issues, assign them to the right team, and track them until they are resolved.

If you have questions about this Privacy Policy, contact us at:

Email:
[privacy@yourdomain.in]
Company:
[Legal Company Name]
Address:
[Registered Business Address]

1. What our service does

[APP NAME] is a customer complaint intelligence and response management platform.

Our clients use the service to connect channels such as Facebook, Instagram, Google Reviews, YouTube, Shopify, Amazon or other marketplace workflows, website forms, WhatsApp, email, and other customer feedback sources.

The platform helps clients:

  • view customer reviews, comments, complaints, and messages in one dashboard;
  • group similar or repeated complaints;
  • assign issues to team members;
  • draft or send replies where supported by platform permissions;
  • add internal notes;
  • track complaint status and resolution;
  • understand complaint trends by product, SKU, location, platform, sentiment, and urgency.

We are not a public social network, advertising platform, or data broker.

2. Who this policy applies to

In most cases, our clients decide which channels to connect and what customer feedback to process. For that data, we act as a service provider or processor on behalf of the client.

This Privacy Policy applies to:

  • Our clients and their team members who create accounts, connect platforms, and use [APP NAME].
  • End customers or users whose reviews, comments, messages, complaints, or feedback may be processed in our clients' workspaces.
  • Website visitors who visit our website, landing pages, or contact forms.

3. Information we collect

We use this data to secure, maintain, and improve the service.

A. Account and business information

When a client signs up or uses our service, we may collect:

  • name;
  • work email address;
  • phone number;
  • company name;
  • role or job title;
  • password or authentication information;
  • billing details;
  • workspace settings;
  • team member details;
  • support requests and communications with us.

B. Connected platform data

When a client connects a third-party platform, we collect only the data needed to provide the service.

Depending on the platform and permissions granted, this may include:

  • connected account name, page name, business account name, or store name;
  • platform account IDs;
  • access tokens or authorization credentials;
  • post, review, comment, message, mention, or feedback content;
  • sender name, username, handle, profile image, or profile link where available;
  • timestamps;
  • message or review metadata;
  • reply status;
  • rating or sentiment information;
  • media URLs or attachments where available;
  • product, order, SKU, location, or branch information where connected by the client.

C. Customer complaint and feedback data

For Meta platforms, this may include data from connected Facebook Pages, Instagram business accounts, Messenger, comments, mentions, and messages, depending on the permissions approved and granted.

We may process customer feedback data such as:

  • reviews;
  • complaints;
  • comments;
  • DMs or messages;
  • website form submissions;
  • support messages;
  • marketplace feedback;
  • product or order-related complaints;
  • internal tags, notes, assignments, and resolution status added by the client.

D. Usage and technical data

We may automatically collect:

  • IP address;
  • browser type;
  • device information;
  • operating system;
  • pages visited;
  • login activity;
  • feature usage;
  • error logs;
  • approximate location based on IP address;
  • cookies or similar identifiers.

4. How we use information

We use personal data to provide and improve our service, including to:

  • create and manage client accounts;
  • connect authorized third-party platforms;
  • import and display reviews, comments, complaints, and messages;
  • organize customer feedback into a unified inbox;
  • group similar or repeated complaints;
  • detect sentiment, urgency, trends, and repeated issues;
  • assign issues to client team members;
  • support response drafting and reply workflows;
  • generate dashboards, reports, and analytics;
  • provide customer support;
  • secure the service and prevent misuse;
  • monitor performance and fix errors;
  • comply with legal, security, and platform requirements.

We do not sell Platform Data or customer feedback data.

We do not use Meta Platform Data for advertising, ad targeting, resale, or unrelated third-party purposes.

5. How clients use the service

Clients use [APP NAME] to manage their own customer relationships and complaint workflows.

For example, a client may use the service to:

  • see complaints from Instagram, Facebook, Google Reviews, Shopify, YouTube, Amazon-related workflows, and website forms in one place;
  • identify repeated issues such as damaged packaging, refund delays, delivery problems, product defects, staff behavior, or wrong item delivery;
  • assign an issue to support, logistics, product, store managers, or leadership;
  • draft or send a reply where platform permissions allow;
  • track whether the complaint or repeated issue has been resolved.

Clients are responsible for making sure they have the right to connect their platforms and process their customer data through our service.

6. Meta Platform Data

When a client connects a Facebook Page, Instagram business account, Messenger account, or other Meta-supported channel, we use Meta Platform Data only to provide the service requested by that client.

This may include showing comments, messages, mentions, post details, sender information, timestamps, and reply status inside the client's dashboard.

We use Meta Platform Data to help clients:

  • monitor customer comments, complaints, and messages;
  • group repeated complaints;
  • assign issues to team members;
  • draft or send replies where allowed;
  • track complaint resolution.

We do not sell Meta Platform Data.

We do not use Meta Platform Data for advertising or unrelated profiling.

We do not share Meta Platform Data with unrelated third parties.

We delete or disconnect Meta Platform Data when the client removes the integration, deletes their workspace, or requests deletion, subject to legal and backup retention requirements.

7. Google API data

If a client connects Google services, such as Google Business Profile, Google Reviews, YouTube, or other Google APIs, we use Google user data only to provide the connected service.

Our use and transfer of information received from Google APIs will comply with the Google API Services User Data Policy, including the Limited Use requirements, where applicable.

We use Google data to help clients view, manage, analyze, and respond to reviews, comments, or other customer feedback supported by the connected Google service.

8. AI-assisted features

[APP NAME] may include AI-assisted features such as:

  • complaint grouping;
  • sentiment detection;
  • urgency scoring;
  • duplicate detection;
  • response drafting;
  • issue summaries;
  • root-cause suggestions;
  • weekly complaint reports.

AI features are used to assist client teams, not replace human judgment. Clients should review AI-generated suggestions before sending replies or making customer-facing decisions.

We do not use client customer data or Platform Data to train general AI models unless we have a separate written agreement or clear permission from the client.

Where we use third-party AI service providers, we use them only to provide the service and require them to protect the data they process for us.

9. How we share information

We may share information with:

A. Client-authorized users

Data in a client workspace may be visible to users invited by that client, depending on their role and permissions.

B. Service providers

We may use trusted service providers for:

  • cloud hosting;
  • database storage;
  • analytics;
  • email delivery;
  • customer support;
  • payment processing;
  • error monitoring;
  • AI processing;
  • security tools.

C. Connected platforms

When a client sends a reply, syncs data, or manages a connected integration, we may send relevant data back to that platform as needed to perform the requested action.

D. Legal and safety reasons

We may disclose information if required to:

  • comply with law;
  • respond to lawful requests;
  • protect our rights, users, clients, or the public;
  • investigate fraud, abuse, security incidents, or policy violations.

E. Business transfers

If we are involved in a merger, acquisition, financing, restructuring, or sale of assets, data may be transferred as part of that transaction, subject to appropriate safeguards.

We do not sell personal data or Platform Data.

10. Data retention

We keep personal data only for as long as needed to provide the service, meet legal obligations, resolve disputes, maintain security, and enforce agreements.

In general:

  • account data is kept while the client account is active;
  • connected platform data is kept while the integration is active or as configured by the client;
  • access tokens are deleted or invalidated when an integration is disconnected;
  • complaint and feedback data is deleted or anonymized after account deletion, subject to backup and legal retention needs;
  • backups may remain for a limited period before being securely deleted;
  • billing, tax, and legal records may be retained for longer where required by law.

Clients may request earlier deletion by contacting us.

11. Data deletion

Clients can request deletion of their account, workspace, or connected platform data by contacting us at:

[privacy@yourdomain.in]

Clients may also disconnect third-party platforms from inside the app, where supported.

When we receive a valid deletion request, we will delete or anonymize the relevant personal data within a reasonable period, unless we need to retain limited information for legal, tax, security, fraud prevention, or dispute-resolution reasons.

For connected Meta data, users may also remove the app from their Facebook or Instagram settings and request deletion. We will process Meta-related deletion requests according to applicable platform requirements.

12. End-customer rights

If you are a customer of one of our clients and your review, comment, complaint, or message appears in [APP NAME], the relevant client is usually responsible for deciding how that data is used.

You may contact the business you interacted with directly to exercise your privacy rights.

You may also contact us at [privacy@yourdomain.in]. If your request relates to one of our clients' workspaces, we may forward your request to that client or help them respond.

Depending on your location, you may have rights to:

  • access your personal data;
  • correct inaccurate data;
  • request deletion;
  • withdraw consent;
  • object to processing;
  • request data portability;
  • lodge a complaint with a data protection authority.

13. Client responsibilities

Clients are responsible for:

  • having the right permissions to connect their platforms;
  • ensuring their use of [APP NAME] complies with applicable laws;
  • providing any required notices to their customers;
  • obtaining any required consents;
  • managing their team members' access;
  • using AI-generated drafts responsibly;
  • ensuring replies and actions taken through the platform are accurate and appropriate.

14. Security

We use reasonable technical and organizational safeguards to protect data, including:

  • secure authentication;
  • encrypted connections;
  • access controls;
  • role-based permissions;
  • audit logs;
  • restricted employee access;
  • secure storage of integration credentials;
  • monitoring for abuse or unauthorized access.

No system is completely secure. If we become aware of a security incident affecting personal data, we will take appropriate steps to investigate, mitigate, and notify affected parties where required.

15. International data transfers

We may process and store data in countries other than where the client or end customer is located.

Where required, we use appropriate safeguards to protect personal data during international transfers.

16. Cookies and tracking

Our website and app may use cookies or similar technologies to:

  • keep users signed in;
  • remember preferences;
  • improve performance;
  • understand product usage;
  • protect against fraud or abuse;
  • measure marketing effectiveness.

Users may manage cookies through their browser settings. Some features may not work properly if cookies are disabled.

17. Children's data

Our service is intended for business use and is not directed to children.

We do not knowingly collect personal data from children. If we learn that we have collected children's personal data without appropriate authorization, we will take steps to delete it.

Clients should not use [APP NAME] to intentionally collect or process children's data unless they have all legally required permissions and safeguards.

18. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

If we make material changes, we will update the Last Updated date and may notify clients through the app, email, or website.

Continued use of the service after updates means the updated Privacy Policy applies.

19. Contact us

For privacy questions, requests, or complaints, contact:

[Legal Company Name]

Email: [privacy@yourdomain.in]

Address: [Registered Business Address]