Privacy Policy (Instabook AI)

1) Roles: Customer and Instabook AI

Instabook AI is typically a service provider to the business Customer:

• The Customer decides what Client data is collected and how it is used.
• Instabook AI processes that data to provide and secure the Service.

If you are a Client of one of our Customers, please contact that business directly for questions about how they use your information.

2) Information We Collect

2.1 Information you provide to us

Depending on how you use the Service, we may collect:

• Account details: name, business name, email, phone number, authentication details, user role.
• Billing details: billing contact information and subscription/payment status. Payments are generally handled by third-party processors; we do not need to store full card details to provide the Service.
• Support communications: messages you send to support, including attachments.

2.2 Information processed on behalf of Customers (Customer Data)

Customers may upload or generate data in the Service, which can include:

• Client details: names, phone numbers, email addresses, preferences, notes (as entered by the Customer).
• Booking data: appointment dates/times, services, staff allocations, cancellations, no-show status.
• Conversation content: messages between Clients and the Customer (e.g., via WhatsApp/Telegram/SMS/email) and related metadata.
• Files/attachments: images or documents shared during booking or support interactions.

2.3 Automatically collected information

When you use the Service, we may collect:

• Device and usage data: IP address, device type, browser type, operating system, timestamps, pages/actions, and referral URLs.
• Logs and diagnostics: event logs, error reports, performance data.
• Cookies and similar technologies: for authentication, security, and product analytics (see Section 8).

3) How We Use Personal Information

We use personal information to:

• Provide, operate, and maintain the Service.
• Facilitate bookings, scheduling, CRM features, and operational workflows.
• Enable messaging workflows and integrations with third-party channels.
• Improve and personalise the Service (e.g., feature usage analysis, reliability, performance).
• Provide customer support and respond to requests.
• Process payments, manage subscriptions, and prevent fraud/abuse.
• Enforce our Terms of Service and acceptable use rules.
• Comply with legal obligations.

4) AI Features

Some features may use AI to generate suggested replies, summaries, classifications, or automations.

• AI outputs may be inaccurate or incomplete.
• Customers control whether and how they use AI outputs in communications with Clients.
• Customers and Users remain responsible for reviewing AI-assisted communications before relying on them, especially for sensitive topics.

5) Legal Grounds for Processing

Depending on context and jurisdiction, we process personal information based on:

• Contract: to provide the Service under our agreement with the Customer.
• Legitimate interests: to secure, operate, and improve the Service, prevent abuse, and support Customers.
• Consent: where required (for example, certain marketing communications or non-essential cookies).
• Legal obligation: to comply with applicable laws and lawful requests.

6) How We Share Personal Information

We may share personal information with:

6.1 Service providers

Vendors who help us deliver the Service, such as:

• hosting and infrastructure providers,
• analytics and logging providers,
• payment processors,
• customer support tools,
• messaging and communication providers.

These providers are authorised to process information only as needed to provide services to us and must protect it.

6.2 Third-party channels and integrations

If Customers connect channels (e.g., WhatsApp/Telegram/SMS/email/calendar/payment gateways), data may be transmitted to those providers to deliver messages and perform integrations. Their processing is governed by their own policies.

6.3 Business transfers

If we are involved in a merger, acquisition, financing, reorganisation, or sale of assets, information may be transferred as part of that transaction.

6.4 Legal and safety

We may disclose information where required by law, legal process, or to protect rights, safety, and security, including preventing fraud and abuse.

7) Data Retention

We retain personal information for as long as reasonably necessary to:

• provide the Service,
• meet legal/accounting requirements,
• resolve disputes,
• enforce agreements.

Customers can request export or deletion of data subject to contractual and legal constraints. Some limited logs may be retained for security and audit purposes.

8) Cookies and Similar Technologies

We use cookies and similar technologies for:

• authentication and session management,
• security and fraud prevention,
• preferences and settings,
• analytics to understand usage and improve the Service.

You can control cookies through your browser settings. Some cookies are required for the Service to function properly.

9) Security

We implement reasonable administrative, technical, and physical safeguards to protect personal information. However, no system is 100% secure.

Customers are responsible for managing User access, maintaining strong authentication practices, and ensuring only authorised Users can access Client data.

10) Model Training and Improvement

By default, we do not use Customer Data (including Client messages and booking data) to train public AI models.

We may use:

• aggregated and de-identified usage statistics to improve reliability and performance, and
• limited data processing required to operate AI-assisted features as part of providing the Service.

11) Your Rights

Rights vary by jurisdiction, but may include:

• access to personal information,
• correction of inaccurate information,
• deletion (subject to legal/contractual limits),
• objection to or restriction of processing,
• data portability,
• withdrawal of consent (where processing is based on consent).

Clients (end customers)

If you are a Client communicating with a business using Instabook Agent, requests should generally be directed to that business. We may assist our Customers in fulfilling requests where applicable.

To submit a privacy request, email [email protected].

12) International Data Transfers

We may process and store information in countries other than where you live, depending on where our infrastructure and vendors operate. Where required, we use appropriate safeguards for cross-border transfers.

13) Children’s Privacy

The Service is not intended for children under 13 (or the minimum age required in your jurisdiction). We do not knowingly collect personal information from children without appropriate consent.

14) Changes to This Policy

We may update this Privacy Policy from time to time. If changes are material, we will provide reasonable notice (e.g., via email or in-app). Continued use after the effective date means you accept the updated Policy.

15) Contact

If you have questions, concerns, or requests regarding privacy: