Privacy Policy

1. Introduction

CapEngage Technology Solutions Private Limited ("CapEngage," "we," "us," or "our") is committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered workflow automation platform, SaaS services, and related products and services.

By using CapEngage services, you agree to the collection and use of information in accordance with this policy. If you disagree with any part of this policy, please do not use our services.

2. Information We Collect

2.1 Personal Information

We collect information that you provide directly to us, including:

• Name, email address, phone number, and contact details
• Company name, job title, and business information
• Billing address and payment information
• Account credentials and authentication data
• Profile information and preferences

2.2 Communication Data

As an omni-channel communication platform, we process:

• WhatsApp messages, contacts, and media files
• Email communications and attachments
• SMS message content and delivery receipts
• Push notification tokens and delivery data
• Call logs and recordings (where applicable)
• Chat history and conversation transcripts

2.3 Platform Usage Data

We automatically collect information about your use of our services:

• Workflow configurations and automation rules
• CRM data, customer records, and contact databases
• API usage logs and integration activity
• AI agent interactions and training data
• Credit consumption and billing metrics
• Feature usage patterns and analytics

2.4 Technical Information

• IP address, device information, and browser type
• Operating system and platform details
• Referring URLs and navigation paths
• Cookies and similar tracking technologies

3. How We Use Your Information

We use the collected information for various purposes:

• Service Delivery: To provide, maintain, and improve our AI automation, CRM, and communication services
• Account Management: To create and manage your account, authenticate users, and process transactions
• Communication: To send service notifications, updates, security alerts, and marketing communications
• AI Processing: To train and improve our AI models, agents, and automation algorithms
• Analytics: To analyze usage patterns, optimize performance, and develop new features
• Security: To detect, prevent, and address technical issues, fraud, and security threats
• Compliance: To comply with legal obligations and enforce our terms and policies

4. Data Sharing and Disclosure

4.1 Third-Party Service Providers

We share data with trusted third parties who assist in operating our platform:

• Cloud infrastructure providers (AWS, Google Cloud, Azure)
• Communication APIs (WhatsApp Business API, Twilio, SendGrid)
• Payment processors (Stripe, Razorpay, PayPal)
• Analytics and monitoring services
• Customer support and CRM tools

4.2 Business Transfers

We may transfer your information in connection with a merger, acquisition, sale of assets, or similar business transaction. In such cases, we will notify you before your personal data is transferred and becomes subject to a different privacy policy.

4.3 Legal Requirements

We may disclose information when required by law, court order, or government request, or to protect our rights, property, or safety, and that of our users and the public.

5. AI and Automated Processing

CapEngage uses artificial intelligence and machine learning to power our automation platform. This includes:

• Processing communication data to generate insights and recommendations
• Automating responses and workflows based on user-defined rules
• Analyzing patterns to improve service quality and efficiency
• Detecting anomalies, spam, and fraudulent activities

We implement appropriate safeguards to ensure AI processing is fair, transparent, and respects your privacy rights. You can review and configure AI processing settings in your account dashboard.

6. Data Retention

We retain your personal data for different periods depending on the purpose:

• Account Data: Retained while your account is active and for a reasonable period after termination
• Communication Data: Retained according to your retention settings and applicable laws
• Transaction Records: Retained for 7 years to comply with tax and accounting requirements
• Analytics Data: Aggregated and anonymized after 24 months

You can request deletion of your personal data at any time through your account settings or by contacting our support team, subject to legal and operational requirements.

7. Your Privacy Rights

Depending on your location, you may have the following rights:

• Access: Request a copy of your personal data
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your personal data
• Portability: Request transfer of your data to another service
• Objection: Object to processing of your personal data
• Restriction: Request restriction of data processing
• Withdraw Consent: Withdraw consent at any time where processing is based on consent

To exercise these rights, please contact us at privacy@capengage.com or use the data request form in your account settings.

8. International Data Transfers

CapEngage operates globally and may transfer your personal data to countries other than your country of residence. We ensure appropriate safeguards are in place for international transfers, including:

• Standard Contractual Clauses (SCCs) approved by European Commission
• Adequacy decisions from relevant authorities
• Binding Corporate Rules where applicable
• Compliance with GDPR cross-border data transfer requirements

9. Security Measures

We implement industry-standard security measures to protect your data:

• Encryption at rest and in transit using AES-256 and TLS 1.3
• Regular security audits and penetration testing
• Access controls and authentication mechanisms
• Secure data centers with SOC 2 Type II certification
• Incident response procedures and breach notification

While we take reasonable measures to protect your information, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security.

10. Children's Privacy

Our services are not intended for children under the age of 16. We do not knowingly collect personal information from children under 16. If we become aware that we have collected such information, we will take steps to delete it immediately.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Updated" date. We encourage you to review this policy periodically.