Privacy Policy

This Privacy Policy explains how WORKNEX LIMITED ("we", "our", or "us") collects, uses, stores, and protects information when businesses use MerchantPilot, our AI-powered WhatsApp sales and support platform.

MerchantPilot helps businesses handle customer communication, product enquiries, support requests, and sales conversations on WhatsApp.

We have written this policy in plain language because businesses and their customers deserve to understand clearly what data is collected, why it is collected, and how it is used.

1. Who we are

WORKNEX LIMITED operates MerchantPilot for businesses that want to manage and automate customer conversations, especially through WhatsApp.

Registered Company Name: WORKNEX LIMITED
Support Email: support@worknexltd.com
Privacy Email: support@worknexltd.com

2. The information we collect

A. Information businesses provide to us

• Business name, contact details, and account information
• Onboarding details and WhatsApp business setup information
• Product listings, FAQs, support content, and other uploaded business data
• Subscription, billing, and service-plan details where applicable

B. Information from customer conversations

• WhatsApp phone numbers
• Messages sent to and from a business using MerchantPilot
• Conversation history, timestamps, and delivery/read statuses
• Customer questions, responses, and interaction context needed to support the conversation

C. Technical and platform information

• Login activity and account-access records
• Browser, device, and IP-related usage information
• Error logs, security logs, and system diagnostics

3. How we use information

We use information to:

• Provide, operate, and improve MerchantPilot
• Help businesses answer customer questions and manage WhatsApp conversations
• Generate AI-assisted replies, suggestions, and sales support responses
• Match products, FAQs, and business content to customer enquiries
• Maintain platform security, monitor misuse, and prevent fraud or abuse
• Provide onboarding, support, reporting, and account administration
• Comply with legal, regulatory, and contractual obligations

4. AI-assisted responses

MerchantPilot may use AI models to help generate suggested or automated responses. While we work to make those responses useful, relevant, and responsible, AI output may sometimes be incomplete, inaccurate, or unsuitable for a specific situation.

Businesses remain responsible for how they use the platform, what information they upload, and how automated communication is applied in their own operations.

5. How we share information

We do not sell personal data. We only share information where necessary to operate the service or where required by law.

That may include sharing information with:

• Meta / WhatsApp, to send, receive, and manage WhatsApp messages
• AI and processing providers, where needed to generate or improve responses
• Hosting, infrastructure, and security providers, to run and protect the platform
• Payment or billing providers, where relevant to subscriptions or service charges
• Professional advisers, regulators, or authorities, where legally required

6. Data retention

We retain information for as long as it is reasonably necessary to provide the service, maintain records, support business operations, investigate issues, meet legal obligations, and protect the platform.

We may delete or anonymize data when it is no longer needed for those purposes.

7. Security

We use reasonable technical and organisational measures to protect data against unauthorized access, loss, misuse, or disclosure. However, no online service can guarantee absolute security.

8. Business responsibilities

Businesses using MerchantPilot are responsible for making sure they use the platform lawfully and that they provide appropriate notices to their own customers where required by applicable law.

9. Your rights

Depending on the laws that apply to you, you may have rights to request access to, correction of, or deletion of certain personal information. You may also have rights to object to or restrict certain processing.

To make a privacy-related request, contact us at support@worknexltd.com.

10. Children's privacy

MerchantPilot is designed for business use and is not intended for children. We do not knowingly design the service to target children.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, business operations, or legal obligations. When we do, we will update the "Last updated" date on this page.

12. Contact

If you have questions about this Privacy Policy or how data is handled on MerchantPilot, please contact:

WORKNEX LIMITED
Email: support@worknexltd.com
Support: https://www.worknexltd.com/support