Security

Your customers' conversations, held properly.

What we actually do — not a badge wall. Where the data lives, how it is protected, what you can get out of it, and who to tell if you find a hole.

An engineer working beside racks of servers in a data centre aisle

Your own WhatsApp account

The number, the Business Account and the Meta app are yours. If you ever leave, you keep them — we are not holding your channel hostage.

Message costs at cost

Meta's per-message charge is passed through with no mark-up. Competitors adding a per-conversation fee on top is the cost nobody quotes you.

Consent ledger

Who opted in, when, from where, and what they were shown — recorded per contact, exportable, because a DPDP or GDPR request has a deadline.

Export and erasure

Export everything you have given us, and erase a customer on request, from the dashboard. Not a support ticket, not a professional-services fee.

Audit trail

Who changed a price, deleted a contact or exported a list, with a timestamp. The question auditors ask, answered without a log dive.

Visible failure queues

When a webhook or a message fails, it lands in a queue you can see and retry — rather than disappearing into a log file nobody reads.

Where your data lives

In the Asia Pacific (Mumbai) region on AWS. Conversations, contacts, orders and documents stay in that region. If data residency is a requirement you have to answer to someone else about, ask us and we will put the specifics in writing.

Encryption

In transit: TLS everywhere, with a minimum of TLS 1.2, including between our own services and to Meta, your store and your payment gateway.
At rest: disk-level encryption on the database, and sensitive custom fields encrypted individually on top of it — so a field you have marked sensitive is not readable from a database dump.
Secrets: API keys and access tokens are stored encrypted, never logged, and shown once at creation.

Access

Role-based permissions per team member, so an agent can work an inbox without being able to export the contact list or change billing.
Tenant isolation enforced on every query, not by remembering to filter: a request is scoped to one workspace before it reaches any data.
An audit trail of who changed a price, deleted a contact, exported a list or changed a permission, with a timestamp.
API keys are scoped and revocable individually, so a key pasted into the wrong place is a rotation rather than an incident.

Consent, export and erasure

A consent ledger records who opted in, when, from where, and what wording they were shown. Export gives you contacts, conversations, orders and that ledger in a standard format, from the dashboard, with no fee. An erasure action removes a contact and their messages on request.

These are product features rather than a support process on purpose: DPDP and GDPR requests come with deadlines, and a deadline you can only meet by emailing your vendor is not met.

Reliability

Automated database backups, taken nightly and verified as restorable rather than assumed to be.
A separate backup before any schema migration, and the deploy stops if that backup fails.
Failed webhooks and messages go to a dead-letter queue that you can see and retry, rather than vanishing into a log.
A public status page, which also reports when the problem is at Meta's end rather than ours.

How we are built on WhatsApp

On the official WhatsApp Business Platform through Meta's Cloud API. We do not use unofficial automation libraries that drive the consumer WhatsApp app — those violate Meta's terms and are the usual reason a business number is banned. Inbound webhooks from Meta, Shopify and the payment gateways are verified by signature before they are processed.

Reporting a vulnerability

Email [email protected] with enough detail to reproduce it. We will acknowledge within one business day and keep you updated until it is closed. We will not pursue anyone who reports a genuine issue in good faith and gives us a reasonable chance to fix it before disclosing.

What we have not got

We do not currently hold a SOC 2 or ISO 27001 certification. Saying so plainly is more useful than implying it with a logo. If your procurement needs a security questionnaire filled in, send it to [email protected] and we will answer it honestly, including the parts where the answer is "not yet".

Questions

Data and support

Data, security and support

Where is my data stored?

In the Asia Pacific (Mumbai) region on AWS. Conversations and customer records are encrypted in transit, and sensitive custom fields are encrypted at rest. The security page sets out the detail.

Can I get my data out?

Yes, from the dashboard, in a standard format, without asking us and without a fee. Export covers contacts, conversations, orders and the consent ledger. A platform that makes leaving difficult is relying on that difficulty.

How do you handle a customer's deletion request?

There is an erasure action in the dashboard that removes a contact and their messages, and a consent ledger recording who opted in, when, from where and what they were shown. DPDP and GDPR requests come with deadlines, so these are product features rather than a support process.

What support do I get?

WhatsApp and email, Monday to Friday, 10:00–19:00 IST, with a target of one business day — and usually much faster. Pro and Suite get priority. If you would rather not run it yourself at all, the managed service adds a named account manager who makes the changes for you.

What happens if WhatsApp goes down?

Messages queue rather than vanish, and failed deliveries land in a queue you can see and retry rather than disappearing. The status page shows what is up, including when the problem is at Meta's end rather than ours.