Privacy policy
AVync Engage is a WhatsApp customer-engagement service for Shopify stores, run by Avync Technologies Pvt Ltd (“AVync”, “we”). This policy explains what data we handle, why, and the choices you have — written for both the store owners who use the panel and the customers who message those stores on WhatsApp.
Who we are and our role
For store owners (merchants) AVync is the service provider you sign up with. For a store's customers AVync acts on behalf of that store: the store decides what to send and the policies the assistant answers from; AVync processes the messages to deliver that service. Under India's Digital Personal Data Protection Act, 2023 the store is the data fiduciary for its customers' data and AVync is its data processor.
What we collect
- Merchant account data — name, work email, phone, store URL, plan, billing records (prepaid wallet ledger, payment references) and login security settings (password hash, optional 2-step login).
- Store data from Shopify — read-only: orders, customers, products and checkout events needed to answer customers and run the flows the store turns on. We never request permission to change orders.
- WhatsApp data — the customer's phone number, display name, messages exchanged with the store, delivery status, and the consent history (how and when a customer opted in or out).
- Technical data — IP address and timestamps on public forms (to stop abuse), server logs, and audit logs of actions taken in the panels.
Why we use it
- To deliver and show messages between a store and its customers, including automated replies from the store's approved knowledge and flows such as order updates or cart reminders.
- To respect consent: marketing messages go only to customers who opted in, and STOP always works.
- To bill stores (prepaid wallet, plan fee) and show them usage.
- To keep the service safe — rate limits, fraud and abuse prevention, debugging.
- To meet legal obligations and respond to lawful requests.
AI replies
Stores can turn on an AI assistant that answers customer questions from the store's own approved policies and FAQs. Message text is sent to our AI provider (Anthropic, PBC) only to generate the reply; it is not used to train AI models. The assistant always identifies itself as automated when asked, cannot change or cancel orders, and hands over to a person for sensitive topics. The store reviews and approves every version of the knowledge the assistant uses.
Who we share data with
Only service providers needed to run AVync, each bound by contract and processing data on our instructions: Meta Platforms (WhatsApp Business Platform — message delivery), Shopify (store data), Anthropic (AI replies), our hosting and database providers (DigitalOcean; Vercel and Neon during the initial launch period), Resend (transactional email) and payment partners for wallet recharges. We do not sell personal data and never share one store's customers with another store or any advertising network.
How long we keep it
- Conversation data: for as long as the store's account is active. When a store closes its account, its customer data is deleted within 30 days (backups within 90 days).
- Consent records: kept as an append-only history for as long as the related phone number is on the store's list, as proof of lawful messaging.
- Billing records: 8 years, as required by Indian tax law.
- Audit logs: 1 year.
Security
Data is encrypted in transit (TLS) and at rest. WhatsApp access tokens are additionally encrypted with a separate key. Panel logins support authenticator-app 2-step verification; staff access to store data is role-based, logged, and limited to support with a stated reason. Customer phone numbers are masked for store team members who do not need them.
Your rights
If you are a store's customer, you can opt out of marketing at any time by replying STOP. For access, correction or erasure of your data, contact the store first (they control it); you can also write to us at privacy@avync.in and we will help or forward your request. Store owners can export or delete their account data by contacting us. We respond within 30 days.
Children
AVync is a business service and is not directed at children. Stores must not use it to message anyone under 18 for marketing.
Changes and contact
We will post changes to this policy here and notify store owners of material changes by email. Questions, requests and complaints: privacy@avync.in. Grievance officer (DPDP Act): Grievance Officer, Avync Technologies Pvt Ltd, Gujarat, India.