Legal
Privacy Policy
This policy explains what information Prachi Softwares collects, how we use it, and the choices you have — in connection with our WhatsApp ordering platform and this website.
1. Who we are
Prachi Softwares ("we", "us", "our") is a software company based in Kolkata, West Bengal, India. We build and support business software, including a WhatsApp-based ordering platform that businesses use to receive and manage orders from their own customers.
Our registered address is B2 Gitanjali Twins, 2nd Floor, Premises No 33, 39 Roy Bahadur Road, Kolkata – 700034, India. You can reach us at vijaytoshniwal@prachisoftwares.in or +91 96747 43738.
2. Two kinds of people this policy covers
It is important to understand the difference, because our responsibilities are different in each case.
- Our clients. Businesses that register for an account on our platform. We collect and hold information about these businesses directly, and this policy governs that information.
- Our clients' customers. People who send WhatsApp messages to a business that uses our platform. That information belongs to the business, not to us. Each client connects their own WhatsApp Business Account and their own phone number, and they decide how their customers' information is used. We simply pass messages between the customer and the client's account, acting on the client's instructions.
If you are a customer of a business that uses our platform and you want your information corrected or deleted, please contact that business directly. They control that information; we will assist them with any such request.
3. Information we collect from clients
- Account and business details — business name, contact person's name, phone number, email address, business address, and the WhatsApp Business phone number registered to the account.
- Login credentials — the username and an encrypted form of the password used to access the platform.
- Billing details — invoices and payment records for the subscription or service fees a client pays us.
- Support communications — messages, calls and emails exchanged with us for setup, training and support.
- Basic technical logs — such as IP address, browser type, and timestamps of activity, used to keep the service secure and to diagnose faults.
4. Messages are passed through, not stored
Our platform is a pass-through service. When a customer sends a WhatsApp message to one of our clients, we transmit that message to the client's own WhatsApp Business Account and transmit the client's replies back. We do not build our own database of our clients' customers, their order history, or their chat conversations.
Messages may exist briefly in our systems only for as long as is technically necessary to deliver them, and limited technical logs may record that a message was delivered — not its contents — so that we can detect and fix faults.
We do not sell any information. We do not use our clients' business information, or their customers' information, for our own advertising or marketing.
5. How we use client information
- To create and operate a client's account and provide the platform
- To set up, train and support the client's team
- To send service messages about outages, changes, renewals and invoices
- To keep the service secure, prevent misuse, and diagnose technical problems
- To meet our legal, tax and accounting obligations
6. Cookies and this website
Our website uses only the cookies necessary to display the site correctly. We do not use advertising cookies or third-party tracking on it. Our fonts are loaded from Google Fonts, which may record the request as part of delivering them.
When you log in to the platform, we use a small number of essential cookies to keep you signed in and to keep your session secure. These cannot be switched off without preventing the platform from working. If we add analytics in future, we will update this policy first.
7. WhatsApp and Meta
Our platform connects to the WhatsApp Business Platform operated by Meta. Messages sent over WhatsApp are also handled by Meta under its own terms and privacy policy, which is outside our control. Each client's WhatsApp Business Account belongs to that client, and their use of WhatsApp is subject to Meta's policies as well as this one.
8. Where information is processed
We operate our platform from servers located in India. However, because messages travel through Meta's WhatsApp Cloud API, they may be processed by Meta on servers outside India, including in the United States and the European Union. This is how the WhatsApp Business Platform works, and it applies to every business using it. Where information leaves India, we take reasonable steps to ensure it remains protected to the standard described in this policy.
9. Who else may see information
We share information only where necessary, and only with:
- Hosting and infrastructure providers that run the servers our platform operates on, under confidentiality obligations
- Meta / WhatsApp, to the extent required to transmit messages as described above
- Professional advisers such as our accountants, where required
- Authorities, where we are legally required to disclose information
- A buyer or successor, if our business is sold, merged or reorganised — in which case information may transfer as part of that business, and we will notify clients and ensure the protections in this policy continue to apply
We do not currently process payments from our clients' customers, and we do not handle their card or bank details.
10. How long we keep information
- Client account and business details — for as long as the account is active, then deleted or anonymised within 90 days of the account closing.
- Billing, invoice and tax records — retained for 8 years after the relevant financial year, as Indian tax and accounting law requires.
- Technical logs — retained for up to 90 days, then deleted.
- Support communications — retained for up to 2 years, so we can refer back to earlier issues.
- Message contents — not retained, as described in section 4.
11. How we protect information
We use encrypted connections, access controls that limit who on our team can see what, protected credentials, and regular backups of the systems we operate. No system can be guaranteed completely secure, but we take these safeguards seriously and review them as our platform grows.
12. Your rights
If you are a client, you may ask us to show you the information we hold about your business, correct anything inaccurate, delete it where we are not required to keep it, withdraw a consent you previously gave, nominate someone to exercise these rights on your behalf, or stop sending you non-essential messages. These rights reflect our obligations under India's Digital Personal Data Protection Act, 2023.
To exercise any of them, write to vijaytoshniwal@prachisoftwares.in, or use the deletion process in the next section. We will acknowledge your request within 72 hours and respond within 30 days.
13. How to request deletion of your data
The full step-by-step process, including how to revoke our access to your WhatsApp Business Account, is set out on our dedicated data deletion page. In summary:
If you are a client of ours, email vijaytoshniwal@prachisoftwares.in with the subject line “Data Deletion Request”, and include:
- your registered business name;
- the email address and phone number on the account; and
- whether you want your entire account deleted, or only specific information.
We will acknowledge your request within 72 hours, verify that it comes from the account holder, and complete the deletion within 30 days. We will confirm in writing once it is done. We may need to retain billing and tax records for the period described in section 10, and we will tell you if that applies.
If you are a customer of a business that uses our platform, your information is held by that business, not by us — so please contact them directly. If you are not sure who to contact, or they do not respond, write to us at the address above and we will identify the business and pass your request on to them.
You may also disconnect our platform from your WhatsApp Business Account at any time through your Meta Business Settings, which immediately stops any further data flowing to us.
14. What we ask of our clients
Clients who use our platform are responsible for their own customers' information. In particular, clients must obtain their customers' consent to be contacted on WhatsApp, use the platform only for lawful purposes, comply with WhatsApp's and Meta's policies, and respond to their own customers' privacy requests.
15. Children
Our platform is built for businesses and is not directed at children. We do not knowingly collect information from children.
16. Grievance Officer
In accordance with India's Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 and the rules made under them, we have appointed a Grievance Officer to address complaints about how personal information is handled.
Grievance Officer
Name: Vijay Toshniwal
Designation: Proprietor
Prachi Softwares, B2 Gitanjali Twins, 2nd Floor,
Premises No 33, 39 Roy Bahadur Road,
Kolkata – 700034, West Bengal, India
vijaytoshniwal@prachisoftwares.in
+91 96747 43738
Complaints are acknowledged within 72 hours and resolved within 30 days. If you are not satisfied with our response, you may escalate the matter to the Data Protection Board of India.
17. Changes to this policy
We may update this policy as our platform develops or as the law changes. The effective date at the top will always show when it was last revised, and we will notify clients of significant changes.
18. Contact us
For any question about this policy or about your information, contact:
Prachi Softwares
B2 Gitanjali Twins, 2nd Floor,
Premises No 33, 39 Roy Bahadur Road,
Kolkata – 700034, West Bengal, India
vijaytoshniwal@prachisoftwares.in
+91 96747 43738