Privacy policy

Udnaa is a WhatsApp customer service platform run by Start and Grow (B-001, Sanghvi Towers, Mira Bhayander Road, Mira Road East, Thane 401107, Maharashtra, India), referred to here as "we". Local businesses use it, often through one of our partner brands, to talk to their customers on WhatsApp. This policy explains what personal data we handle, why, and your choices.

Our role

• Customers of a business: when you message a business that uses Udnaa, that business decides how your data is used. We process it on their behalf (as a "processor" or "data processor"), under a written agreement with them.
• Business users: for the accounts of the businesses and their staff who sign in to the dashboard, we decide how that data is used.

Data we handle

• From WhatsApp conversations: your WhatsApp number and profile name, the messages, photos, voice notes and files you send or receive, button choices, bookings, and delivery status.
• Consent records: whether you agreed to receive marketing messages, when and how, and whether you opted out.
• Business users: name, work email, role, sign-in records, and the settings and content the business adds (services, prices, opening hours, documents).
• Technical data: logs, IP addresses and error reports needed to run and secure the service.

Why we use it

• To deliver messages between businesses and their customers, and show them in the business's inbox.
• To let the business answer questions, take bookings, send reminders and follow up.
• To send marketing messages only to customers who opted in, and to stop them when someone opts out.
• To keep the service secure, fix problems, and meet legal obligations.

We do not sell personal data, and we do not use one business's customer data for another business.

Automated replies

Some businesses use automated replies. These are generated from that business's own information only, using Anthropic's Claude through its commercial API. A member of staff can take over any chat, and you can ask to speak to a person at any time.

Who we share it with

We use these service providers to run Udnaa. Each is bound by a data processing agreement.

Some providers are outside your country. Where the law requires it, we rely on appropriate safeguards such as standard contractual clauses.

How long we keep it

• Conversations: for the period set by the business's plan, normally 12 months, then deleted.
• Consent and opt-out records: as long as needed to respect your choice and show it was respected.
• Business accounts: while the account is active, then deleted within 90 days of closing it.

Your rights

Depending on where you live, including under India's Digital Personal Data Protection Act 2023 and the UK GDPR, you can ask to access, correct or delete your data, withdraw consent, object to certain uses, and complain to a regulator. To stop marketing messages, reply STOP in the chat at any time.

If you are a customer of a business, you can contact that business directly, or contact us and we will pass your request on and help them answer it. See how to delete your data.

Security

Data is encrypted in transit, each business's data is kept separate at the database level, and WhatsApp access tokens are stored encrypted. Staff access is limited to what their role needs.

Children

Udnaa is a service for businesses and is not directed at children.

Changes

We will update this page when our practices change and show the date at the top.

Contact and grievances

For privacy questions, requests or complaints, email our grievance contact at hello@udnaa.com. We aim to reply within 30 days.