Privacy Policy
Last Updated: 27 August 2026
Who we are
Aivatika provides appointment booking and customer communication software to healthcare and service businesses in India. Our clients — clinics, diagnostic laboratories, gyms and similar businesses — connect their own WhatsApp Business Account to our platform and use it to handle enquiries and bookings from their customers.
This policy covers two groups: the businesses who hold an account with us, and the customers who message those businesses. Where the distinction matters, it is stated.
Information we collect
From businesses using the platform:
- Account details: name, business name, email address, phone number
- Business configuration: services offered, staff, branches, pricing, timings
- The WhatsApp Business Account details you connect, as provided by Meta
- Usage and billing records
From customers who message a business through the platform:
- WhatsApp phone number and profile name
- Message content sent to or from the business
- Booking details: name, contact details, chosen service, preferred date and time, and address where a home visit is requested
We do not ask for, and the platform is not intended to collect, medical records, diagnoses, test results or clinical notes. Bookings are administrative records.
How we use it
- To operate the service: delivering messages, recording bookings, and showing both to the business
- To answer routine enquiries automatically using the services, prices and timings the business configures
- To let a member of the business's team take over a conversation
- To provide support, prevent abuse, and meet legal obligations
We do not sell personal data, and we do not use customer conversations to advertise to them.
Our role
For customer data flowing through a business's account, that business decides what is collected and why; we process it on their instructions to provide the service. For our clients' own account data, we are the controller. A business using the platform is responsible for having a lawful basis to contact its customers and for honouring opt-out requests.
Automated replies
Routine booking enquiries may be answered automatically. Those replies are drawn from the catalogue of services, staff and availability that the business configures. To generate a reply, the text of the conversation is sent to a third-party language model provider, which processes it to produce the response and does not use it to train its models. A person from the business can take over any conversation at any point, and customers can ask to speak to one.
Sharing
- Meta Platforms, for delivering messages over the WhatsApp Business Platform
- Our hosting and database providers, who store the data on our behalf
- A language model provider, for generating automated replies
- Payment processors, for subscription billing
- Authorities, where we are legally required to disclose
Retention
Conversations and booking records are retained for as long as the business's account is active, so their team can refer back to them. When an account is closed, its data is deleted within 90 days, except where we are required to keep records for longer. Deletion requests are handled as described on our Data Deletion page.
Security
Data is transmitted over encrypted connections and stored with access limited to the account it belongs to. No system is perfectly secure, but we take reasonable measures and will notify affected users of a breach where required.
Your rights
You can request access to your data, correction of it, or its deletion. Customers of a business should contact that business directly where possible, since they control their own records; you can also write to us and we will pass the request on. Email support@aivatika.com.
Children
The platform is not directed at children. Where a booking is made for a minor, it is made by an adult on their behalf and only the booking details described above are recorded.
Changes
We may update this policy. Material changes are notified by email or in the dashboard before they take effect.