This Privacy Policy explains how ParcelAce Tech Solutions Private Limited (“ReplyAce”, “we”, “us”) collects, uses and protects personal data when you visit replyace.io, sign up for ReplyAce, or use our apps, including the ReplyAce app for Shopify. It applies together with our Terms of Service and Cookie Policy.
1. Who we are and our role
ReplyAce is software that helps businesses talk to their customers on WhatsApp, Instagram, Facebook Messenger, email and website chat, and automate order, shipping and support messages.
- Data about our customers and website visitors. For the businesses that sign up for ReplyAce, their team members and visitors to our website, we decide how and why the data is used. Under India’s Digital Personal Data Protection Act, 2023 we are the Data Fiduciary; under the EU and UK GDPR we are the controller.
- Data our customers put into ReplyAce. When a business uses ReplyAce to message its own customers, that business decides what data is processed and why. We act only on its instructions, as its Data Processor (or processor under the GDPR). If you are a shopper or lead who received a message from a business through ReplyAce, please contact that business about your data. We will help them answer your request.
2. Data we collect
- Account and business details: name, email address, phone number, company name, billing details, GST number and the settings you choose.
- Connected accounts: details needed to connect your WhatsApp Business Account, Meta Business account, Instagram and Facebook Pages, Shopify or WooCommerce store, payment providers and couriers, such as account IDs, phone number IDs and access tokens.
- Content you process through ReplyAce: your customers’ names, phone numbers, email addresses, order, payment and shipping details, delivery addresses, messages, media, call recordings and transcripts (for AI calls), tags and notes. This is processed for you, as described in section 1.
- Usage and device data: IP address, browser and device type, pages viewed, actions taken in the product, log and error data.
- Communications: messages you send to our sales or support team, demo bookings and feedback.
- Cookies: see our Cookie Policy. Non-essential cookies are only used if you allow them.
3. How we use data
- To provide, secure and support ReplyAce, including sending and receiving messages, running automations, the Aria AI agent and AI calls.
- To create and manage your account, process payments and send service and billing notices.
- To improve and fix the product, using usage data and, where it is in aggregate or de-identified form, trends across customers.
- To send you product news and offers. You can opt out at any time.
- To meet legal duties, prevent fraud and abuse, and enforce our Terms.
We do not sell personal data. We do not use the content our customers process through ReplyAce to advertise to their customers, and we do not use it to train AI models offered to other businesses.
4. Legal basis
We process personal data on the basis of your consent, to perform our contract with you, to meet legal obligations, and for legitimate uses permitted by law, such as keeping the service secure. Where we rely on consent you can withdraw it at any time; this does not affect processing that already took place.
5. Who we share data with
- Meta Platforms (WhatsApp Business Platform, Instagram, Messenger), which carries your messages and bills message charges directly to you.
- Integrations you connect, such as Shopify, WooCommerce, Razorpay, Stripe, GoKwik, Shiprocket and other couriers, only as needed to run the features you switch on.
- Service providers that host, secure and support ReplyAce, including cloud hosting, email delivery, AI model and voice call providers, analytics and customer support tools. They may only use the data to provide their services to us.
- Authorities or others when required by law, or to protect the rights, safety and property of our users and the public.
- A buyer or successor if ReplyAce is involved in a merger, acquisition or sale of assets, subject to this Policy.
6. International transfers
Our service providers may process data outside India. When they do, we use contractual and technical safeguards and follow any transfer restrictions notified under Indian law. For transfers from the EU or UK, we rely on Standard Contractual Clauses or another lawful mechanism.
7. How long we keep data
We keep account data while your account is active and for as long as needed afterwards to meet legal, tax and accounting duties. We delete or return customer content within 90 days after an account is closed, unless the law requires us to keep it longer. Message history in WhatsApp itself is also governed by Meta’s terms.
8. Security
We use encryption in transit, access controls, logging and regular reviews to protect data. No system is completely secure. If a breach affects your personal data, we will notify you and the authorities as required by law.
9. Your rights
Depending on where you live, you can ask to access, correct, update or erase your personal data, withdraw consent, nominate someone to act for you, and raise a grievance. If you are in the EU or UK you can also object to or restrict processing, ask for a copy in a portable format, and complain to your data protection authority. Email neha@replyace.io and we will respond within the time the law allows.
10. Children
ReplyAce is a business service and is not meant for anyone under 18. We do not knowingly collect personal data from children.
11. Grievance Officer and contact
Questions, requests or complaints about this Policy can be sent to our Grievance Officer:
Neha Dixit, Grievance Officer
ParcelAce Tech Solutions Private Limited
Get Set Cowork, House400A, 4th Floor, 12 Ajit Singh House, Yusuf Sarai, Green Park, New Delhi, Delhi 110049, India
Email: neha@replyace.io
We aim to acknowledge grievances within 48 hours and resolve them within one month.
12. Changes
We may update this Policy. If a change is significant we will tell you by email or in the product before it takes effect. The date at the top shows when it was last updated.