Privacy Policy

1. Information We Collect

We collect the following categories of information:

• Account Data: Name, email address, company name, phone number, and password (hashed) provided during registration.
• Billing Data: Subscription plan, billing address, and payment references (processed by Razorpay — we do not store full card numbers).
• Usage Data: Bot configuration, Knowledge Base content, API request logs, session timestamps, and feature usage metrics.
• Customer Data: Conversation data between your deployed bots and your customers, processed temporarily to generate AI responses.
• Technical Data: IP address, browser type, device identifiers, and Firebase session tokens for authentication and security.

We do not knowingly collect data from minors under 18. If we become aware of such collection, we will promptly delete it.

2. How We Use Your Information

We use collected data solely for the following purposes:

• Providing, operating, and improving our Services.
• Processing subscription payments and sending billing receipts.
• Authenticating your identity and maintaining session security.
• Sending transactional communications (account alerts, down-time notices, policy updates).
• Generating AI responses using your Knowledge Base content via our AI engine.
• Complying with legal obligations, preventing fraud, and enforcing our Terms of Service.

We do not sell, rent, or trade your personal data to any third party for marketing or commercial purposes. Ever.

3. Third-Party Data Processors

To deliver our Services, we share limited data with trusted processors who are contractually obligated to protect it:

• Google Firebase & Cloud: Authentication, database hosting, and cloud function execution.
• ViViDlyPro AI Engine: Processing conversation data to generate AI responses. Our AI engine operates under ViViD Global Services' data handling and privacy policy.
• Meta (WhatsApp / Instagram): Message routing via their Business API. Subject to Meta's platform policies.
• Razorpay: Payment processing. Razorpay processes payment data under its own PCI DSS-compliant privacy policy.

ViViD Global Services is not responsible for the data practices of these third-party processors beyond our contractual agreements with them.

4. Data Retention

We retain your account and billing data for the duration of your active subscription and for a period of 36 months thereafter for legal, audit, and tax compliance purposes. Conversation data processed by our AI engine is governed by ViViDlyPro's data retention policies. Upon written request for deletion at privacy@vividglobal.in, we will delete your account data within 30 business days unless retention is required by law.

5. Security Measures

We implement industry-standard security measures including AES-256-GCM encryption for stored sensitive credentials, TLS 1.3 for all data in transit, Google Cloud Secret Manager for API key management, Firebase Authentication with OAuth 2.0, and role-based access controls. However, no method of transmission over the Internet is 100% secure. We disclaim all liability for breaches caused by factors beyond our reasonable control (third-party attacks, user negligence, etc.).

6. Your Legal Rights

Subject to applicable law, you have the right to:

• Access the personal data we hold about you.
• Request correction of inaccurate data.
• Request deletion of your data ("right to be forgotten").
• Object to or restrict certain processing activities.
• Data portability (receive your data in a structured format).

To exercise these rights, email privacy@vividglobal.in. We will respond within 30 business days. Note that some rights may be limited where retention is required by law.

7. Cookies

We use essential session cookies for authentication and minimal analytics cookies (first-party only) for platform improvement. See our full Cookie Policy for details.

8. Changes to this Policy

ViViD Global Services may update this Privacy Policy at any time. Material changes will be communicated by email or in-platform notification at least 14 days before they take effect. Continued use of the Services after the effective date constitutes acceptance.

9. Contact

For all privacy-related questions or requests, contact our Data Controller at:
ViViD Global Services
Email: privacy@vividglobal.in
This policy is governed by the Information Technology Act, 2000 and applicable Indian data protection regulations.