WhatsApp Customer Support Privacy Notice

Information we handle

We handle the messages, attachments, display name and phone number you provide through WhatsApp, along with message times, delivery status and conversation records needed to respond to your enquiry. We also handle account and message identifiers needed to maintain the WhatsApp connection.

You choose what to include in your enquiry. Without information needed for a particular request, we may be unable to complete that follow-up. Do not send passwords or one-time verification codes in support conversations.

How we use information and AI-assisted reception

We use this information to answer enquiries, follow up on support and business matters, enable authorised staff to collaborate and operate our support system.

Some reception replies are assisted by an AI service. When this service is used, we send only the current message to the AI service provider, without separately attaching conversation history or customer profile fields. Names, phone numbers or other personal data included in the current message are transmitted with that message. AI replies may be inaccurate; please contact us using the details below to confirm important matters.

Who handles information

Authorised customer support and system administration staff handle the information. The WhatsApp communications platform operator handles message delivery and account connections. The AI model service provider supporting automated reception processes the current message and generates a reply.

Storage and processing locations

Our company manages the customer support system and automated backups on servers in Hong Kong. Communications platform and AI service providers may process information outside Hong Kong. Our servers being in Hong Kong does not mean that all processing takes place only in Hong Kong.

Retention

We retain personal data only for as long as necessary to handle enquiries, provide services and fulfil applicable legal obligations. When data is no longer needed, we take all practicable steps to erase it. Business records that must be retained by law are kept for the applicable statutory periods. You may contact us to request access to, correction or deletion of your data.

Access, correction and deletion requests

You can request access, correction or deletion using the email address below. Include “WhatsApp data request”, the phone number used for the conversation and the details of your request. Do not include account passwords or verification codes.