Privacy Policy

Account Information

Period: Duration of account plus 2 years

Reason: Legal obligations and business purposes

Transaction Data

Period: 7 years

Reason: Tax and accounting requirements

Marketing Data

Period: Until consent withdrawal

Reason: Marketing purposes

Our role

• For data that our clients' customers send or receive over WhatsApp, Facebook Messenger or Instagram, Techub Innovation acts as a data processor on behalf of the client business, which is the data controller.
• For client account data (the people who sign up and log in to Techub Engage), Techub Innovation is the data controller.

Data we process through the WhatsApp Business Platform (from Meta)

• The client's WhatsApp Business Account ID, phone number ID, display phone number, verified business name, business profile (about, description, address, email, websites, profile photo), quality rating and messaging limits.
• Access tokens issued by Meta so we can act on the client's behalf. These are stored encrypted.
• Messages and media exchanged between clients and their customers (text, images, audio, video, documents, locations, contacts and reactions), with their delivery and read statuses.
• Customers' WhatsApp phone numbers and WhatsApp profile names.
• Message templates and their approval status.
• For clients who connect an existing WhatsApp Business app number ("coexistence"): contacts from the app and, if the client chooses to share it, up to 6 months of chat history. Messages the client later sends from the app are mirrored into the platform.

Data we process through Facebook Messenger and Instagram (from Meta)

When a client connects a Facebook Page or an Instagram professional account, a person with access to that Page signs in with Facebook and chooses which Pages and accounts to share. We then receive and process:

• The list of Pages the person manages, so they can choose which to connect, and for each connected Page its ID, name and profile picture.
• For a linked Instagram professional account: its ID, username, name and profile picture.
• Page access tokens issued by Meta so we can receive and send messages on the client's behalf. These are stored encrypted.
• Messages and media that customers send to the Page on Messenger or to the Instagram account in Instagram Direct, the client's replies, and their delivery and read statuses.
• The customer's Page-scoped or Instagram-scoped ID, and the name and profile picture Meta provides for that conversation.

We use the Meta permissions pages_show_list, pages_manage_metadata, pages_messaging, instagram_basic and instagram_manage_messages only for these purposes. We do not read people's personal Facebook or Instagram profiles, friends lists or posts, and we do not post on anyone's behalf. Replies follow Meta's messaging policies, including the 24-hour messaging window.

Other data clients collect through Techub Engage

• Orders placed in a client's online store: the customer's name, phone number, delivery address, the items ordered, the payment method and any payment receipt the customer uploads.
• Answers to a client's surveys and forms, and sign-ups on a client's landing pages.
• Contact details the client adds or imports, and SMS messages the client sends.

We process this data only on the client's instructions, as their data processor.

How we use it

• Only to provide the service the client asked for: receiving and sending messages on WhatsApp, Facebook Messenger and Instagram, showing conversations in the client's inbox, sending the templates and campaigns the client sets up, AI-assisted replies, and troubleshooting and security logs.
• We do not sell this data, use message content for advertising, or use it to build profiles for any purpose other than the client's service.

AI processing

When a client enables an AI agent, incoming customer messages and the client's uploaded knowledge (documents, web pages and text) are sent to Google Gemini to generate replies and search that knowledge. Clients control whether AI is on, per agent and per conversation, and can hand any conversation to a human at any time.

Who we share data with (sub-processors)

• Meta Platforms (WhatsApp Business Platform / Cloud API, Messenger Platform and Instagram Messaging API) – message delivery.
• Twilio and Orange Liberia – SMS delivery, only when a client sends SMS.
• Google (Gemini API) – AI replies and knowledge search, only when AI is enabled.
• Hetzner Online GmbH – hosting of our application servers and databases, in data centres in Helsinki, Finland.
• Public authorities, only where required by law.

Storage and security

• Each client's data is kept in its own separate database.
• Meta access tokens (WhatsApp, Facebook Page and Instagram) are encrypted.
• All traffic uses HTTPS/TLS.
• Staff access is restricted by role.

Retention

• Conversations, messages, media and contacts are kept while the client's account is active, so the client can see their customer history. Clients can delete conversations and contacts at any time. When a client closes their account, all of this data is deleted within 30 days.
• When a client disconnects a WhatsApp number, Facebook Page or Instagram account, we stop receiving its messages and delete its stored access token straight away.
• System and security logs are kept for a limited period and pruned automatically.
• The Data Retention rules above continue to apply to account and transaction data.

If you are a business using Techub Engage (client)

1. Email privacy@techubinnovation.com from your account's registered email address.
2. Ask us to close your account and delete its data, and include your business name.
3. We confirm the request with you, then delete your workspace and its database, remove your connected WhatsApp numbers, Facebook Pages and Instagram accounts, and revoke/delete the stored Meta access tokens.
4. We confirm in writing once deletion is complete, within 30 days of your request.

You can also disconnect a WhatsApp number, Facebook Page or Instagram account at any time in Channels inside Techub Engage, or remove Techub Innovation's access from Facebook (Settings & privacy → Settings → Business integrations).

If you messaged a business on WhatsApp, Messenger or Instagram (customer)

1. Contact the business you messaged first, since it controls your conversation.
2. You can also email privacy@techubinnovation.com with the name of the business and how you contacted it: your WhatsApp phone number, or the name on your Facebook or Instagram account.
3. We will delete your data or pass your request to the business, and reply within 30 days.

What is deleted and what may be kept

• Deleted: messages, media, your contact record, and AI conversation data linked to you.
• May be kept: records we must keep by law, such as billing and transaction records, for the periods in the Data Retention section.

Questions about deletion

Data Protection Officer, Techub Innovation Inc

Email: privacy@techubinnovation.com

Phone: +231 777 764 529

Address: Monserrado, Brewerville City, Moulton Corner, 5th Cap, Liberia