Melow — Privacy Policy

1. Introduction

Melow ("we", "us", or "our") operates an AI-powered customer service platform that enables businesses to deploy automated chatbots on WhatsApp and web channels. This Privacy Policy explains how we collect, use, disclose, and protect information when you use our platform at https://botforge.duckdns.org.

By using Melow, you agree to the practices described in this policy. If you do not agree, please discontinue use of our services.

2. Information We Collect

2.1 Business Account Information

When a business registers on Melow, we collect:

• Name and email address of the account owner
• Business name, industry, and contact details
• WhatsApp Business Account (WABA) credentials authorized via Meta Embedded Signup
• Billing information (processed by third-party payment providers)

2.2 End-User Conversation Data

When your customers interact with a Melow-powered chatbot on WhatsApp or web, we process:

• Message content sent to and received from the chatbot
• Phone number or session identifier of the end user
• Timestamps and conversation metadata
• Any information the end user voluntarily provides during the conversation

2.3 Technical and Usage Data

• IP addresses and browser/device identifiers
• Log data (errors, API calls, timestamps)
• Analytics on bot performance and conversation outcomes

3. How We Use Your Information

We use collected information to:

• Operate and deliver the Melow chatbot services
• Generate AI-powered responses to end-user messages via our LLM providers
• Store conversation history for business dashboard access and analytics
• Send appointment and medication reminders on behalf of the business
• Authenticate business accounts and maintain platform security
• Improve the platform through aggregated, anonymized usage analysis
• Comply with legal obligations and respond to lawful requests

4. WhatsApp and Meta Data

Melow integrates with the WhatsApp Business Platform via the Meta Cloud API. By connecting your WhatsApp Business Account through our platform:

• We receive and process messages sent to your WhatsApp business number through Meta's webhook infrastructure.
• We store a system access token issued during the Embedded Signup process to send messages on your behalf.
• Message content is transmitted to our AI providers (e.g., DeepSeek, OpenAI) solely to generate responses. We do not sell this data to third parties.
• Meta's own data practices are governed by the WhatsApp Business Policy and Meta's Privacy Policy.

5. Data Sharing and Third Parties

We do not sell personal data. We share information only with:

• AI/LLM Providers (DeepSeek, OpenAI): message content is sent to generate AI responses. These providers process data under their own privacy policies.
• Cloud Infrastructure (DigitalOcean): our servers, database, and storage run on DigitalOcean infrastructure.
• Meta Platforms: messages are delivered via the WhatsApp Business Cloud API.
• Legal authorities: when required by applicable law, court order, or to protect our rights.

6. Data Retention

Conversation data is retained for as long as the business account remains active and for up to 90 days after account deletion, after which it is permanently deleted. Business account information is retained for the duration of the subscription and deleted upon written request after account closure.

7. Data Security

We implement industry-standard security measures including TLS encryption in transit, encrypted storage, restricted access controls, and firewall-protected servers. No method of transmission over the internet is 100% secure; we cannot guarantee absolute security but take reasonable precautions to protect your data.

8. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data
• Object to or restrict certain processing
• Data portability

To exercise any of these rights, contact us at privacy@melow.app.

9. Children's Privacy

Melow is not directed at individuals under the age of 13. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us and we will promptly delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify business account holders of material changes by email or in-platform notice. The "Last updated" date at the top of this page reflects the most recent revision. Continued use of Melow after changes constitutes acceptance of the updated policy.

11. Contact Us

For privacy-related questions, requests, or concerns, please contact us at: