Privacy and usage terms for the Serve.chat WhatsApp assistant

1. Who this policy applies to

This policy applies to anyone who messages the assistant, sends voice notes, images, documents, or booking details, receives automated or staff replies, or otherwise interacts with the service through Meta WhatsApp messaging or related landing pages. It also applies to appointment requests, scheduling updates, and customer support exchanges handled through the assistant.

2. Information we collect

Depending on how you use the service, we may collect and store the following categories of information:

• Your WhatsApp phone number, display name, profile details made available through WhatsApp, and message metadata such as timestamps and message identifiers.
• Chat content, including text messages, booking requests, answers to FAQs, follow-up replies, and any information you voluntarily include in messages.
• Media you send, such as voice notes, images, documents, and audio files, together with related technical metadata.
• Appointment and contact details, such as your full name, email address, preferred time slots, booking status, service requested, and related notes.
• Technical and security data, including logs, IP address, browser information, webhook activity, and device/session data needed to operate, secure, and troubleshoot the service.
• Potentially sensitive or health-related information if you choose to include it in a message. Please do not send unnecessary sensitive data.

3. How information is collected

Information is collected directly from you when you message the assistant, submit booking details, upload media, or interact with website or booking interfaces. Information may also be received from Meta as part of WhatsApp message delivery, from scheduling providers when appointments are created or updated, and from internal staff members when they review or respond to conversations.

4. How we use personal information

We use the information described above to operate the assistant, answer questions, provide business information, suggest or manage appointments, send reminders, process conversations through AI models, let human staff review or continue support, improve reliability, detect misuse, prevent fraud, investigate incidents, and comply with legal, regulatory, contractual, and operational requirements.

5. Legal bases for processing

Where data protection law requires a lawful basis, we generally rely on one or more of the following: performance of a contract or steps requested before entering into one, legitimate interests in operating and securing the assistant, consent where required, and compliance with legal obligations. If you provide health-related or otherwise sensitive information, we will only process it where permitted by applicable law and for the limited purposes needed to handle your request.

6. AI processing and automation

We use OpenAI models to help classify messages, draft answers, support FAQ automation, and process booking-related interactions. AI outputs are generated from the information provided in the conversation and may be reviewed or supplemented by human staff. Automated processing may help triage or structure your request, but the assistant should not be relied on as the sole source for medical, legal, financial, or emergency decisions.

7. Third-party services and disclosures

We may share relevant information with trusted providers only where needed to operate the service, including Meta for WhatsApp messaging, OpenAI for AI processing, hosting and database providers, logging and storage providers, calendar and scheduling providers, and professional advisers, regulators, courts, or law enforcement where required or reasonably necessary.

8. International transfers

Because the service uses cloud infrastructure and third-party providers, your information may be processed or stored in countries other than the one where you live. When transfers are made, we aim to use appropriate contractual, technical, and organizational safeguards required by applicable law.

9. Data retention

We keep chat history, booking records, support logs, and related metadata for as long as reasonably necessary to provide the service, maintain business records, investigate issues, comply with law, enforce agreements, and support legitimate operational needs. Retention periods may vary depending on the nature of the message, whether an appointment was booked, whether the record is needed for safety or dispute handling, and any legal recordkeeping obligations that apply to the business using the assistant.

10. Security

We use reasonable administrative, technical, and organizational measures intended to protect information against unauthorized access, loss, misuse, alteration, and disclosure. These measures may include access controls, encryption in transit, credential management, logging, and environment-level security practices. No system can be guaranteed to be completely secure, so please avoid sharing unnecessary sensitive information through messaging channels.

11. Cookies, sessions, and local storage

If you access related web pages or booking interfaces, the service may use necessary cookies, session technologies, or similar local storage mechanisms to keep the website functioning, maintain session state, support security, and remember essential preferences. We do not rely on optional tracking technologies unless the website separately notifies you and, where required, obtains consent.

12. Your rights and choices

Depending on your location and applicable law, you may have rights to request access, correction, deletion, restriction, objection, portability, withdrawal of consent where relevant, and the right to complain to a competent data protection authority. Requests may be limited where records must be retained for legal, safety, contractual, or healthcare-related reasons.

13. Children and vulnerable users

The service is not directed to children to use independently unless a parent, guardian, or authorized representative is involved and applicable law allows such use. If you believe a child or vulnerable person has provided information inappropriately, contact us so we can review the situation.

14. Changes to this policy

We may update this Privacy Policy from time to time to reflect service changes, legal developments, or operational needs. When we do, we will publish the updated version on this page and update the effective date above. Material changes may also be communicated through the website, WhatsApp, or other reasonable notice channels where appropriate.

1. Service description

The assistant is an AI-assisted messaging tool that helps businesses answer FAQs, collect contact information, support appointment scheduling, share operational details, and route conversations to staff when needed. Responses may be partly automated and may be combined with human review or intervention.

2. Eligibility and authority

You may use the assistant only if you have the legal capacity to agree to these terms or you are using it with appropriate authority from a parent, guardian, employer, or organization. If you are acting on behalf of another person or an entity, you confirm that you are authorized to do so.

3. No emergency or medical advice

The assistant is not an emergency service and does not replace a doctor, clinician, therapist, pharmacist, or other qualified professional. It is not intended to provide diagnosis, treatment, or urgent medical triage. If you are experiencing an emergency or a situation requiring immediate care, contact local emergency services or the relevant provider directly without relying on the assistant.

4. Appointment requests and confirmations

Appointment availability shown by the assistant is indicative unless and until the booking is confirmed by the system or the relevant business. The business may reject, reschedule, or cancel appointment requests if slots are unavailable, information is incomplete, payment or eligibility conditions are not met, or operational circumstances require changes.

5. Your responsibilities

You agree to provide accurate, current, and complete information and to use the service responsibly. This includes sharing correct contact details and booking information, reviewing confirmations and reminders, keeping your WhatsApp account secure, not sending unnecessary sensitive information, and following any preparation, cancellation, identity, or attendance instructions supplied by the business.

6. Acceptable use restrictions

You may not misuse the assistant. Prohibited conduct includes unlawful, abusive, threatening, defamatory, harassing, or fraudulent use; sending spam, malware, or malicious files; attempting to bypass, override, or manipulate system instructions, safeguards, or service limits; impersonation; unauthorized access attempts; and scraping, reverse engineering, or interfering with the service or related infrastructure except where mandatory law expressly allows it.

7. AI output limitations

AI-generated responses can be incomplete, inaccurate, delayed, or unsuitable for your specific circumstances. You should verify important information, especially if it relates to health, appointments, pricing, eligibility, legal rights, or deadlines. The business operating the assistant may review, correct, or replace AI-generated content at any time.

8. Third-party platforms and charges

The service depends on third-party platforms and infrastructure, including Meta WhatsApp messaging, OpenAI, hosting providers, and scheduling tools. Your use of WhatsApp remains subject to WhatsApp and Meta terms and policies, and your mobile carrier may charge messaging or data fees. We are not responsible for outages, delivery delays, account restrictions, or policy changes imposed by those third parties.

9. Intellectual property

The service, software, design, prompts, workflows, and related branding are owned by or licensed to the operator of the service and are protected by intellectual property laws. Subject to these terms, you may use the assistant only for legitimate personal or business communication with the relevant business. No broader license or transfer of ownership is granted.

10. Suspension and termination

We may suspend, limit, or stop access to the assistant at any time if we reasonably believe there is abuse, fraud, security risk, legal exposure, repeated misuse, or another operational reason to do so. The business operating the assistant may also stop offering the service, change supported features, or move a conversation to human-only handling.

11. Disclaimers and limitation of liability

To the maximum extent allowed by law, the service is provided on an "as is" and "as available" basis without warranties of uninterrupted availability, accuracy, merchantability, fitness for a particular purpose, or non-infringement. To the maximum extent permitted by law, neither Serve.chat nor the business operating the assistant will be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for loss of profits, revenue, business opportunity, goodwill, or data arising from or related to the use of the service.

12. Indemnity

Where permitted by law, you agree to indemnify and hold harmless the service operator, its affiliates, personnel, and service providers from claims, liabilities, damages, and expenses arising out of your misuse of the service, your breach of these terms, or your violation of applicable law or third-party rights.

13. Governing law and dispute handling

These terms are governed by the laws applicable to the business entity operating the assistant, together with any mandatory consumer-protection laws that apply in your place of residence. Before starting formal proceedings, both sides should first try to resolve the issue by contacting each other directly in good faith using the contact details provided below or in the relevant business profile.

14. Changes to the terms

We may update these Terms & Conditions from time to time. The updated version will become effective when published on this page unless a later date is stated. Continued use of the assistant after a change takes effect means you accept the updated terms.