WhatsApp privacy policy

Which number this covers

Two distinct arrangements operate on the same technology. Which applies determines who is accountable for your data.

• Our own number, shown on our contact page. Messages sent to it are received by our team and we hold them as data controller. This notice principally concerns that arrangement.
• A client's number, operating on a system we have built and maintain for them. The business you are corresponding with is the data controller and we act as its processor. This notice explains our role; the client's own privacy notice governs theirs.

The business name shown on the WhatsApp profile identifies which arrangement applies. Where that name is not ours, Systems operated on behalf of a client applies.

Messages sent to us

We receive your telephone number, your WhatsApp profile name where one is set, and the content you send, which may include text, photographs, documents and voice notes.

This is used to respond to you and to record what was discussed. It is held as controller on the same lawful basis and for the same period as an enquiry submitted through the website, as set out in What we collect, why, and on what basis. Your number is not added to any marketing list by reason of your having contacted us.

Meta's role, and the limits of encryption

WhatsApp is operated by Meta. Where you message a business using the WhatsApp Business Platform, Meta processes the message as a service provider to that business. Messages may be retained on Meta's systems for up to thirty days for the purpose of delivery.

A message to a business does not carry the same expectation of privacy as a message between individuals. The business receives the message, retains it, and may record it within its own systems. End-to-end encryption protects a message in transit; it does not prevent the recipient business from reading and retaining it.

Meta's own processing of your data is governed by its terms and not by this notice, and is outside our control.

Messages we send, and withdrawal

Two categories of message are distinguished and treated differently.

• Replies and service messages. Where you write to us, we respond. Where you are a client, we may contact you concerning your system, an approval, or a fault. No prior opt-in is required in order to receive a reply.
• Promotional messages. These are sent only to those who have specifically consented to receive them. Purchasing from us, sending us a message, or submitting the contact form does not constitute consent to marketing, and is not treated as such.

Every promotional message carries an opt-out control. Selecting it stops further messages immediately, and no reason is required. You may also reply STOP or state the request in your own words. Withdrawing consent to promotional messages does not prevent us from responding to an enquiry you make.

Systems operated on behalf of a client

We build WhatsApp systems for other companies. Where you are corresponding with an insurer, a contractor, a landlord or a transporter and the reply is generated by a system, that system may be ours; the business is not.

In that case the business is the data controller and we act as its processor. We process the messages on its documented instructions and for no purpose of our own. They are not used for marketing, are not combined with data belonging to another client, and are not used to train any model.

A request concerning that data must be directed to the business you were corresponding with. If you are unable to identify it, write to us and we will assist.

Automated replies

Certain of these systems reply automatically. Where that is the case it is apparent from the reply, and a route to a person is always available.

An automated assistant built by us is not permitted to give a commitment, quote a price or accept a liability. Any such matter is referred to a person together with the preceding conversation, so that you are not required to repeat it.

Your rights

The rights set out in the privacy policy apply to WhatsApp messages held by us as controller, including the right to be informed of what is held, to have it corrected and to have it erased. Write to support@labedan.solutions or to the Data Protection Officer.