Privacy policy

Who we are

Custoz is a WhatsApp customer-engagement service operated by Liberty Infospace in India [registered address to be confirmed]. In this policy, “we” means Liberty Infospace, “workspace” means a business account on Custoz, and “end customers” means the people a business talks to over WhatsApp.

Two roles, depending on the data

If you are an end customer with a question about a conversation you had with a business, please contact that business first — they control that data. We will help them answer you.

• For your account details (the people who sign up and work in Custoz), we decide how the data is used and are responsible for it.
• For conversations, contacts and files a business brings into its workspace, the business decides why that data is collected. We process it on the business's behalf and only to run the service for them.

What we collect

• Account data: name, work email, phone number, password (stored as a secure hash by our sign-in system), the workspaces you belong to and your role in each.
• Workspace content: WhatsApp messages, contact names and numbers, notes, tags, tickets, callbacks, form answers and files such as photos, documents and voice notes.
• Connection data: the WhatsApp Business details a workspace connects, and the settings and keys for any integrations it turns on.
• Usage data: sign-in sessions, actions taken in the app, and how much AI each workspace uses, so we can run, bill and improve the service.
• Website data: pages visited and the information you send us through forms, such as a demo request.

How we use it

We do not sell personal data. We do not use a workspace's conversations to train AI models [confirm with AI provider terms].

• To provide the service: deliver and receive WhatsApp messages, route chats, run automations, and show each team the data they are allowed to see.
• To draft and send AI replies when a workspace turns that on, using the workspace's own knowledge base and conversation context.
• To keep accounts secure, prevent abuse and enforce our terms and acceptable use policy.
• To support you, send service messages (such as invitations and sign-in emails) and bill for paid plans.
• To understand and improve the product, using aggregated or workspace-level information.

Who we share it with

We use a small number of service providers to run Custoz. They act on our instructions and only receive what they need:

• Meta Platforms — the WhatsApp Business Platform (Cloud API), which carries every WhatsApp message.
• Anthropic — the AI model that drafts replies and powers the dashboard agent, when AI is turned on.
• Railway — hosting for our application, database and file storage.
• Resend — delivery of account emails.
• Integrations a workspace chooses to connect, such as Shopify, WooCommerce, Razorpay, Stripe, Tally or n8n. Data flows to them only because the workspace set it up.

Where data is stored

Data is stored in our database and in S3-compatible object storage run by our hosting provider [hosting region to be confirmed]. Messages also pass through Meta's systems as part of how WhatsApp works.

How long we keep it

• Workspace content is kept while the workspace is active, unless the business deletes it sooner.
• A business can move a contact to the trash and then erase it permanently. Permanent erasure removes that contact's data from the workspace.
• Processed integration events are cleared after 90 days, and raw webhook delivery logs after 30 days.
• When a workspace is deleted, its data is erased after [retention period to be confirmed].
• Account data is kept while you have an account and for [period to be confirmed] afterwards where the law requires it.

How we protect it

Each workspace's data is kept separate, team access follows the roles a workspace sets, integration secrets are encrypted and never shown back, and files are served through short-lived signed links. See our security page for more.

Your rights

Depending on where you live, you may have the right to access, correct, delete or get a copy of your personal data, and to object to some uses. Account holders can write to us at privacy@custoz.in. End customers should contact the business they spoke to; we will help that business respond. We may need to confirm your identity before acting on a request.

Children

Custoz is a business tool and is not meant for anyone under 18.

Changes to this policy

If we make material changes, we will update the date at the top and let account owners know by email or in the app before the change takes effect.

Contact

Questions about privacy: privacy@custoz.in. [Grievance officer name and details to be confirmed, as required by Indian law.]