TelVox Chat App Privacy Policy

This policy explains how the TelVox Chat mobile app for Android and iPhone handles personal data. It covers the app only. Our website has its own policy at telvox.dev/privacy.

1. Who we are

TelVox Chat is provided by Renav Limited, trading as TelVox. We are registered in England and Wales (company number 08758164), and our registered office is at 449 Honeypot Lane, Stanmore, England, HA7 1JJ.

• Privacy questions: privacy@telvox.dev
• Data Protection Officer: dpo@telvox.dev

2. Who the app is for, and our role

TelVox Chat lets staff of a business answer that business’s customers on the WhatsApp Business Platform. They can chat, send media, share locations and take calls. The app is for business use by people aged 16 and over.

• Account holders (business staff). We are the controller of the data about your account and device.
• The business’s customers. The business you work for is the controllerof its customers’ data: their names, phone numbers, conversations, call recordings, notes, tags and custom fields. We process that data on the business’s behalf, as its processor, under our agreement with the business. Customers who want to exercise their rights should contact that business. We will help the business respond.

Accounts are created and managed by the business administrator. You cannot create an account in the app.

3. Information the app collects

• Account details. Your name, email address and role; your password, which we store only as a secure hash; and your two-factor authentication settings. We use them to sign you in and show you the business and numbers you may use.
• Device information. An identifier for this installation, the device name and platform, and the app and OS versions. We use them to keep your device signed in securely and to let you see and sign out your devices.
• Messages and conversations. Messages you send and receive with customers, message status (sent, delivered, read), reply quotes, reactions, and internal notes, tags and assignments. We use them to provide the inbox.
• Photos, videos, documents and voice notes. Media you choose to send, or take with the in-app camera or microphone, and media customers send. We use them to send and show attachments. Photos and videos are compressed on your device before upload.
• Location. Your device’s location, only when you choose to share a location in a chat, and places you search for. We use it to send a location message. The app never reads your location in the background.
• Calls. Call audio for WhatsApp voice calls you place or answer, plus call history (time, duration, outcome). We use it to make and receive calls and show call history. On plans that include WhatsApp calls, calls are recorded on our servers for the business you work for, and the business controls those recordings. The app does not save recordings on your device.
• Push notification token.A token from Firebase Cloud Messaging, or on iPhone from Apple’s push service, and your notification sound choice. We use them to notify you of new messages, assignments and incoming calls.
• Presence. Whether you are currently active in the app. We use it to show colleagues and to route chats.
• Crash reports. Device model, OS version, app version and technical details of the crash. We use them to find and fix crashes. Crash reports contain no account details, messages or contacts.

The app does not access your contacts, SMS, call log or photo library as a whole. Photos and videos are picked one at a time with the system picker. The app contains no advertising and no analytics or tracking SDKs.

Device permissions

The app asks for these permissions only when you use the feature that needs them. You can turn them off in your device settings.

• Camera: to take photos and videos to send
• Microphone: to record voice notes and video, and for calls
• Location (while using the app): to share a location
• Notifications: to alert you to messages and calls
• Full-screen notifications and calling features (Android): to show incoming calls over the lock screen and keep a call running while you use other apps
• Bluetooth (Android): to route call audio to a headset

4. How we use the information

• To provide the app: sign-in, the inbox, sending and receiving messages, media and calls, and notifications
• To keep accounts and data secure, including detecting misuse and preventing unauthorised access
• To fix crashes and improve reliability
• To meet legal obligations and to enforce our agreements

We do not sell personal data and we do not use it for advertising.

5. Legal bases for processing (UK and EU GDPR)

• Contract: to provide the service to the business you work for and to you as its user
• Legitimate interests: security, fraud prevention and keeping the app reliable, including crash reports
• Legal obligation: where the law requires us to keep or disclose information
• Consent: for device permissions such as camera, microphone, location and notifications. You can withdraw consent at any time in your device settings

6. Sharing and service providers

We share data only with these service providers, and only as needed to run the app:

• Meta Platforms (WhatsApp Business Platform): delivers messages, media and calls to and from customers on WhatsApp
• Google Firebase (Cloud Messaging and Crashlytics): push notifications and crash reports. Notification content can include a preview of the message
• Apple Push Notification service (iPhone): push notifications and incoming-call alerts
• Google Maps Platform: shows maps when you share or view a location
• Device geocoding service (Google on Android, Apple on iPhone): turns a pin on the map into an address, and finds places you search for
• AI service provider:only if the business uses the AI add-on, to translate, rewrite or summarise messages and to answer customers from the business’s own documents
• Our hosting and storage providers: run our servers and store data. The categories we use are listed on our subprocessors page, and the named list is available on request

We may also disclose data where the law requires it, or to protect the rights, property or safety of our users or others.

7. International transfers

Some providers process data outside the UK and the European Economic Area. Where they do, we use appropriate safeguards: the UK International Data Transfer Agreement or the EU Standard Contractual Clauses, with supplementary measures where needed.

8. Data retention

• Account and device data is kept while your account is active, then deleted when the business administrator removes your account, or on request.
• Conversations, media, call recordings and customer recordsare kept for as long as the business’s settings and our agreement with the business require, and deleted at the business’s request.
• Crash reports are kept by Firebase Crashlytics for up to 90 days.
• On your device: the app keeps a copy of recent chats and media so you can read them offline. Signing out deletes them from the device, along with your sign-in session. Your sign-in token is stored in the device’s secure storage (iOS Keychain or Android Keystore).

9. How we protect your data

• All data travels between the app and our servers encrypted with TLS.
• Data on our servers is encrypted at rest with AES-256-GCM.
• Access is limited by role and to each business’s own data, and each device has its own session that you or your administrator can revoke.

No method of transmission or storage is completely secure, but we work to protect your data. You can read more on our Security page.

10. Your rights

Under UK and EU data protection law you have the right to:

• access your data
• have it corrected
• have it erased
• restrict or object to its processing
• data portability
• withdraw consent at any time

To delete your account or data: ask your business administrator, or email privacy@telvox.devfrom your account’s email address. We will reply within one month.

If you are a customer of a business that uses TelVox Chat, please contact that business first. We will help it respond to your request.

You can also complain to the Information Commissioner’s Office (ICO) in the UK, or to your local data protection authority in the EU. We would appreciate the chance to address your concerns first.

11. Children

TelVox Chat is a business tool and is not intended for anyone under 16. We do not knowingly collect personal data from children.

12. Changes to this policy

We may update this policy from time to time. When we do, we will change the “Last updated” date above and, where appropriate, notify you in the app or by email.

13. Contact us

Renav Limited, trading as TelVox
449 Honeypot Lane, Stanmore, England, HA7 1JJ
Email: privacy@telvox.dev · Data Protection Officer: dpo@telvox.dev