1. Parties and roles
This agreement is between you ("Customer") and Telybot ("Processor", "we", "us") and governs our processing of personal data on your behalf.
For personal data contained in conversations between your customers and your Bot, and in the knowledge you upload, you are the controller and we are your processor. You decide what to collect and why; we act on your instructions.
For your own account data — your phone number, your Google profile, your billing records — we are the controller, and our Privacy Policy applies instead.
2. Subject matter, duration and scope
| Item | Detail |
|---|---|
| Subject matter | Providing the Telybot assistant and dashboard |
| Duration | For as long as your account exists, plus the deletion window in section 8 |
| Nature and purpose | Storing and indexing your knowledge; generating and delivering answers to your customers; recording conversations; taking the orders and bookings your customers place in the chat and alerting you to them; metering usage |
| Categories of data subject | Your customers and website visitors who chat with your Bot; any individuals named in the content you upload |
| Categories of personal data | Message content written by your customers, and any photos or documents they attach; details they give a welcome flow (name, phone number, email address, answers to the questions you configured); details they give to place an order or booking (name, phone number, delivery address or table, notes), with what was ordered or booked, its time and the amounts; a visitor session identifier, and a random identifier kept in the customer's browser that links that browser's separate chats (not created when the browser asks not to be tracked); timestamps; the originating IP address and user agent; anything personal contained in the sources you supply |
| Special category data | Not requested and not required. Do not configure your Bot to collect it. A booking's free-text note may nevertheless contain health information a customer chooses to write: it is shown only to you (on the Bookings screen and in its export) and is never sent to an AI provider or included in an email. A booking with a health business can itself reveal health information — the service booked, with the customer's name and phone number — and goes wherever any booking goes (your dashboard, your alert email, and the service and its time in a WhatsApp alert). You are responsible for the health-data law that applies to you |
3. Our obligations
We will:
- process personal data only on your documented instructions — using the Service is your instruction — unless the law requires otherwise, in which case we will tell you first where we are permitted to;
- ensure anyone we authorise to access the data is bound by confidentiality;
- implement the technical and organisational measures in section 6;
- engage sub-processors only under section 4;
- assist you, so far as we reasonably can, with data subject requests, security, breach notification and impact assessments;
- delete or return the data as set out in section 8;
- make available the information reasonably needed to demonstrate compliance with this agreement.
We do not use your customers' data to train shared or general-purpose models, and we do not use it for our own purposes.
4. Sub-processors
You give general authorisation for the sub-processors listed below. Each is bound by data protection obligations no less protective than this agreement. We remain liable to you for their performance.
We will give notice before adding or replacing a sub-processor. If you reasonably object on data protection grounds, tell us within 30 days and we will work with you to find an alternative; if none is available you may terminate the affected part of the Service.
Current sub-processors
| Sub-processor | Purpose | Data reaching them |
|---|---|---|
| Google (Gemini API) | Generating answers and chat summaries; creating the search index for your knowledge and catalogue; describing attached images | The customer's question and recent messages; the name, contact details and welcome-flow answers held on that chat — including the name and phone number given for an order — when a reply or summary is written; the text or description of attached files; matching extracts from your knowledge and catalogue; and for an order or booking, what was ordered or booked, its time, amounts, status and any reason you gave. Never a delivery address or a booking's note |
| Groq | Generating answers (fallback and cost routing) | As for Google above |
| OpenAI | Generating answers (fallback) | As for Google above |
| Anthropic | Generating answers (fallback) | As for Google above |
| xAI | Generating answers (fallback) | As for Google above |
| Supabase | Search index and file storage | Numeric representations of your knowledge and catalogue; uploaded documents |
| Razorpay | Taking payment for a plan | Your business name and the payment itself. Card details go to Razorpay directly and never reach us |
| Twilio | Delivering your sign-in code, and the WhatsApp alerts for new orders and bookings that a team member switches on (sent over WhatsApp, which Meta operates) | The member's phone number and the code; for an alert, the business's name, the order's or booking's number, how many items, the total and how it is collected — or the service booked and its time — and a link. Never the customer's name, phone number, address or note |
| Meta (WhatsApp, through Twilio) | Carrying the WhatsApp alerts a team member switches on | The member's phone number and the alert text described above |
| Google (Identity Services) | Google sign-in, if you choose it | Your Google profile |
| Hostinger | Hosting, the primary database and sending email | All Service data at rest, and the emails we send you — including the alert for each new order or booking |
5. International transfers
The AI providers above, Twilio and Meta process data outside India. Where a transfer requires safeguards, it is made under the terms of our agreements with those providers, including standard contractual clauses where they apply.
6. Security measures
- Tenant isolation. Every query for knowledge and conversations is scoped to one business. A bot searches its own business's knowledge and no other.
- Separation from the consumer product. Telybot uses its own tables, its own accounts and its own signing credential. A token issued for one product is rejected by the other.
- Authentication. Sign-in codes are stored only as a cryptographic hash, expire quickly, are single-use, and are rate limited per number.
- Administrative access. Held under a separate credential from the consumer admin, exchanged for a short-lived token, and rate limited.
- Audit logging. Staff access to a business's conversations is recorded with the actor, the business, the time and the origin.
- Transport security. All traffic to the Service is over HTTPS.
- Orders and bookings. A customer reaches their own order or booking only through an unguessable reference kept in their browser. Prices are taken from your catalogue on the server, never from the customer's device. A booking's note is never sent to an AI provider or put in an email.
- Domain restriction. On eligible plans you can restrict your Bot to answer only on domains you nominate.
7. Personal data breach
We will notify you without undue delay, and in any case within 72 hours of becoming aware of a personal data breach affecting your data. The notice will describe the nature of the breach, the categories and approximate number of records affected, the likely consequences and the measures taken. We will assist you with your own notification duties.
8. Return and deletion
You can delete data at any time from the dashboard, and deletion is immediate in the Service:
- Deleting a source removes its content from your assistant, including from the search index.
- Deleting your business removes its sources, saved answers, conversations, catalogue, orders and bookings, alert records and the assistant itself.
- On orders and bookings, the customer's name, phone number, address and note are erased 180 days after the order was placed; what was ordered or booked and the amounts are kept as your record until you delete the business.
- Visitor conversations expire automatically on the retention window you set — 90 days by default. The files, welcome-flow details and AI summaries belonging to a conversation are deleted with it.
On termination we delete the remaining data within 30 days, except where we are required to keep a copy by law. Residual copies in routine backups are deleted on the backup rotation and remain subject to this agreement until they are.
9. Data subject requests
If a data subject contacts us directly about data we process for you, we will not respond substantively but will refer them to you without undue delay. Where the dashboard does not already let you fulfil a request, we will assist you at no charge for reasonable volumes.
10. Audits
We will provide the information reasonably needed to demonstrate compliance with this agreement. Where that is not sufficient for your regulator, we will cooperate with an audit on reasonable notice, no more than once a year unless a regulator or a breach requires otherwise, during business hours, and without disrupting the Service or exposing another customer's data.
11. Precedence and general
This DPA forms part of the Terms of Service. If there is a conflict between them on the processing of personal data, this DPA prevails. It is governed by the laws of India, and the courts of Bengaluru, Karnataka have exclusive jurisdiction.
12. Contact
Data protection queries, sub-processor objections, or a countersigned copy: support@telybot.com.