Privacy Policy

1.Who We Are

Voconex™ ("Voconex", "we", "us", or "our") is a software service operated as a sole proprietorship registered in India under GSTIN 19AEVPN8515J1ZN. We provide a call-handling and WhatsApp-based appointment booking platform for appointment-driven businesses such as clinics, salons, and wellness centres.

This Privacy Policy applies to our website, our client portal and scheduler, and all related services (together, the "Services").

2.Scope of This Policy

This policy covers two broad groups of people:

• Our customers — the business owners and their staff who sign up for and use Voconex to manage their bookings.
• End customers — the individuals who call or message a business that uses Voconex, and whose booking details flow through our platform.

The way we handle each group's data differs, and Section 7 explains our respective responsibilities in detail.

3.Information We Collect

3.1 Information from business owners

• Name, business name, email address, and mobile number
• Business details — type, address, working hours, services offered, staff names and availability
• Account credentials (passwords are stored only in hashed form)
• Billing information and GST details where applicable
• Usage data — how you interact with the dashboard and scheduler

3.2 Information relating to end customers

When an end customer calls or messages a business using Voconex, we process, on that business's behalf:

• Phone number and name
• The content of WhatsApp messages exchanged during booking
• Call metadata (time, duration, answered/missed status) received from the telephony provider
• Appointment details — service, date, time, assigned staff, and booking outcome
• Preferred language

3.3 Technical information

• Device, browser, and IP information when you access our website or portal
• Log data and timestamps for security and troubleshooting

4.How We Use Information

We use the information we collect to:

• Provide, operate, and maintain the Services
• Send WhatsApp messages to end customers on behalf of the business, to handle calls and complete bookings
• Send appointment reminders, follow-ups, and (on eligible plans) revisit nudges and review requests
• Display bookings, revenue, and activity in the owner's scheduler and dashboard
• Process payments and manage billing
• Communicate with you about your account, support, and service updates
• Detect, prevent, and address technical issues, fraud, or misuse
• Comply with legal obligations

We do not sell personal data to third parties, and we do not use end-customer message content for advertising.

5.Legal Basis for Processing

Under India's Digital Personal Data Protection Act, 2023, we process personal data on the basis of:

• Consent — where you or the end customer have agreed to the processing (for example, by messaging a business to make a booking).
• Legitimate uses — to provide a service you have requested, fulfil a booking, or for purposes reasonably expected in the course of providing the Services.
• Legal obligation — where processing is required to comply with applicable law.

6.WhatsApp & Telephony

Voconex operates over the WhatsApp Business Platform provided by Meta, and uses a telephony provider to receive call events. By using the Services:

• Messages to end customers are sent and received through Meta's WhatsApp Business API, and are subject to Meta's own terms and privacy practices.
• Call metadata is received from our telephony provider when a call is placed to the dedicated number assigned to a business.
• We process this data only to deliver the booking and call-handling functions of the Services.

7.Data Roles & Responsibilities

For end-customer personal data, the business using Voconex is the Data Fiduciary — it determines why and how its customers' data is handled. Voconex acts as a Data Processor, processing that data on the business's instructions to provide the Services.

This means each business is responsible for:

• Having a lawful basis to collect and process its customers' information
• Providing its customers with appropriate notice of how their data is used
• Handling requests from its customers regarding their data

For business-owner account data, Voconex is the Data Fiduciary.

8.How We Share Information

We share information only as needed to run the Services:

• Service providers — Meta (WhatsApp), our telephony provider, hosting, and payment processors, who process data on our behalf under appropriate safeguards.
• The relevant business — end-customer booking details are shared with the business the customer contacted.
• Legal & safety — where required by law, court order, or to protect rights, safety, and security.

We do not sell or rent personal data.

9.Data Retention

We retain personal data for as long as an account is active and as needed to provide the Services. After an account closes, we retain data for a reasonable period to meet legal, tax, and accounting obligations (including GST record-keeping), after which it is deleted or anonymised. Certain logs may be retained for a limited period for security purposes.

10.Data Security

We apply reasonable technical and organisational measures to protect personal data, including encryption in transit, hashed password storage, access controls, and secured infrastructure. No method of transmission or storage is completely secure, and we cannot guarantee absolute security, but we work to protect your information and to address any incident promptly.

11.Your Rights

Subject to applicable law, you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate or incomplete data
• Request erasure of your data, subject to legal retention requirements
• Withdraw consent where processing is based on consent
• Nominate another individual to exercise your rights in case of death or incapacity
• Raise a grievance with us (see Section 15)

End customers should direct requests to the business they interacted with, as that business is the Data Fiduciary; we will support businesses in responding to such requests.

12.Children's Data

The Services are intended for businesses and are not directed at children. We do not knowingly collect personal data of children except where a booking is made by a parent or guardian on a child's behalf, in which case such data is processed under the supervising business as Data Fiduciary.

13.Cookies & Tracking

Our website and portal use essential cookies needed for sign-in, security, and basic functionality. We may use limited analytics to understand usage and improve the Services. You can control cookies through your browser settings, though disabling essential cookies may affect functionality.

14.Changes to This Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the "Last updated" date and, where appropriate, notify you. Continued use of the Services after changes take effect constitutes acceptance of the revised policy.

15.Grievance Contact

If you have questions about this policy or wish to exercise your rights or raise a concern about how your data is handled, contact us:

We will acknowledge and address grievances within the timelines required under applicable Indian law.