Customer Data Usage Policy

This Data Usage Policy describes how customer data is collected, processed, stored, and used within the Zekvian-powered WhatsApp ordering platform. It supplements our Privacy Policy and applies to all customers placing orders via WhatsApp.

• Identity data: name, phone number (WhatsApp ID).
• Location data: delivery address, pincode, serviceable area validation.
• Transaction data: order items, quantities, prices, payment method (COD/COP), order status.
• Interaction data: chat messages, bot selections, substitution preferences.
• Technical data: message timestamps, session metadata, delivery attempt logs.

• Order placement and confirmation through the WhatsApp bot.
• Inventory checking, substitution handling, and price calculation.
• Delivery scheduling, routing, and status notifications.
• Cash on Delivery / Cash on Pickup payment reconciliation.
• Customer support, grievance handling, and refund processing.
• Fraud detection and prevention of abusive order behaviour.
• Service analytics to improve bot accuracy and ordering flow.

• All order-related messages are transmitted via the WhatsApp Business API (Meta Platforms, Inc.).
• By initiating a chat, you consent to transactional messages for active and recent orders.
• Promotional messages require explicit opt-in and can be stopped by replying "STOP".
• Message content and metadata may be stored in Zekvian's order management platform for fulfilment and audit purposes.
• WhatsApp platform outages may temporarily affect message delivery; Zekvian is not liable for Meta platform downtime.

Customer and order data is stored on secure servers used by Zekvian Technologies and the merchant's order management system. Data is processed in accordance with applicable Indian data protection requirements. Access is restricted to authorised personnel involved in order fulfilment and platform operations.

• Merchant: receives order and customer data necessary for fulfilment.
• Zekvian Technologies: processes data as the platform technology provider.
• Meta (WhatsApp): processes messaging data as the communication channel provider.
• Delivery partners: receive name, address, phone number, and order details for delivery.
• No sale of personal data: we do not sell your personal information to third parties.

• Active order data is retained for the duration of order processing and fulfilment.
• Order history is retained for accounting, dispute resolution, and customer service.
• Chat logs may be retained for a limited period for quality assurance and support.
• You may request deletion of your data subject to legal and operational retention requirements.

The WhatsApp bot uses automated processing to interpret your messages, suggest products, calculate prices, and route orders. You may always contact merchant support to review or contest automated decisions affecting your order.

• Update delivery address and contact details by messaging the bot or contacting support.
• Opt out of promotional messages via "STOP" or in-chat preferences.
• Request access to or deletion of your data by contacting merchant support.
• Block or restrict service access if you no longer wish to use the ordering platform.

We may update this Data Usage Policy periodically. Material changes will be communicated through the WhatsApp bot or merchant channels. Continued use of the Service after updates constitutes acceptance of the revised policy.