Privacy Policy

1. Introduction

GraceSoft ("we", "us", or "our") operates the Sentinel Concierge service, a WhatsApp-based AI concierge product that enables businesses to manage customer enquiries, appointment bookings, and conversation escalations. This Privacy Policy explains how we collect, use, store, and protect personal information in connection with the Sentinel Concierge service.

By using or accessing Sentinel Concierge — whether as a business client or as an end-user interacting with a Concierge-powered WhatsApp number — you agree to the practices described in this policy.

2. Information We Collect

2.1 Business Clients

When you sign up for or use Sentinel Concierge as a business, we may collect:

• Business name, contact name, email address, and phone number
• Business knowledge documents (FAQs, service descriptions, policies) that you upload to configure the Concierge
• Google Calendar credentials and calendar data (events, availability) used solely to power booking functionality
• WhatsApp Business account identifiers provided via the WhatsApp Business Platform (Meta)
• Billing and payment information processed by our third-party payment provider

2.2 End-Users (Your Customers)

When a person interacts with a Concierge-powered WhatsApp number, we may process:

• WhatsApp phone number (provided automatically by the WhatsApp platform)
• Message content exchanged during the conversation
• Appointment booking details (preferred date, time, name where voluntarily provided)
• Conversation metadata (timestamps, message sequence)

We do not ask end-users to create accounts, and we do not knowingly collect data from individuals under the age of 16 without verifiable parental or guardian consent.

3. How We Use Your Information

We use collected information to:

• Deliver and maintain the Sentinel Concierge service for business clients
• Respond to end-user enquiries and manage appointment bookings on behalf of business clients
• Create calendar events in the business client's Google Calendar for confirmed appointments
• Generate unique booking IDs and associate them with calendar events
• Route conversations to human agents when requested or required
• Improve the accuracy of Concierge responses using aggregated, anonymised usage data
• Send operational communications to business clients (service updates, billing notices)
• Comply with legal obligations

We do not use end-user conversation content for advertising, profiling, or selling to third parties.

4. Third-Party Services

Sentinel Concierge integrates with the following third-party services to deliver its functionality. Each operates under its own privacy policies:

• Meta / WhatsApp Business Platform — message delivery and phone number verification. Meta's data practices are governed by the WhatsApp Privacy Policy.
• Google Calendar API — reading and writing calendar events on behalf of business clients. Google's data practices are governed by the Google Privacy Policy.
• Payment processor — billing and subscription management for business clients. We do not store full payment card details on our systems.

We do not sell, rent, or trade personal data to any other third party.

5. Data Retention

• Conversation data: Message content is retained for up to 90 days from the date of the conversation, then permanently deleted, unless a business client requests a shorter period or extended retention is required by law.
• Booking data: Appointment records are retained for the duration of the business client's active subscription, plus 12 months, to support audit and dispute resolution.
• Business client account data: Retained for the duration of the subscription and for up to 3 years after account closure for legal and accounting purposes.
• Anonymised usage data: May be retained indefinitely for service improvement.

6. Data Security

We implement industry-standard technical and organisational measures to protect personal data from unauthorised access, disclosure, alteration, or destruction. These include encrypted data transmission (TLS), access controls, and regular security reviews.

While we take data security seriously, no system is 100% secure. If you believe your data has been compromised, please contact us immediately at privacy@gracesoft.dev.

7. Your Rights

Depending on your jurisdiction, you may have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request that inaccurate or incomplete data be corrected.
• Deletion: Request deletion of your personal data, subject to legal retention obligations.
• Objection: Object to certain types of processing, such as direct marketing.
• Data portability: Request your data in a structured, machine-readable format.

To exercise any of these rights, please contact us at privacy@gracesoft.dev. We will respond within 30 days.

8. Cookies and Website Analytics

The Sentinel Concierge marketing website (this site) may use cookies and anonymised analytics tools to understand how visitors interact with our pages. No personally identifiable information is collected through analytics. You may disable cookies in your browser settings at any time.

9. 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 at the top of this page and, where appropriate, notify business clients by email. Continued use of the service after such changes constitutes acceptance of the revised policy.

10. Contact Us

If you have questions or concerns about this Privacy Policy or how we handle your data, please reach out: