Vetobase AI · Legal

Privacy Policy

Last updated: 10 October 2026

This Privacy Policy explains how Vetobase (SMC-Private) Limited ("Vetobase AI", "we", "us", or "our") collects, uses, shares, and protects information when you use our website, applications, and services (the "Service"). By using the Service, you agree to this Policy.

1. Who we are

Vetobase AI is a customer‑communication platform that helps businesses ("Customers") manage and automate conversations across messaging channels — including the WhatsApp Business Platform, Facebook Messenger, Instagram Messaging, website chat, and related integrations — using AI‑assisted workflows, shared inboxes, and CRM/commerce integrations.

When a Customer uses Vetobase AI to communicate with their own customers ("End Users"), Vetobase AI acts as a data processor on behalf of that Customer (the data controller). When you interact with Vetobase AI directly (for example, our website or account), we act as the data controller.

2. Information we collect

a. Account & contact information

Name, business name, email address, and password (stored hashed) for account holders.
Workspace configuration, team members, roles, and permissions.

b. Messaging & conversation data

Messages, message metadata, contact identifiers (such as phone numbers, page‑scoped IDs, Instagram IDs, usernames), media, and timestamps that flow through connected channels.
Tickets, notes, tags, intents, and other annotations created within the Service.

c. Integration tokens

Access tokens and identifiers required to connect channels (e.g., WhatsApp phone‑number IDs, WhatsApp Business Account IDs, Page IDs, access tokens). These are stored encrypted and used only to operate the connection you authorized.

d. Usage & technical data

Log data, device/browser information, IP address, and product usage needed to operate, secure, and improve the Service.

3. How we use information

To provide, operate, and maintain the Service, including delivering and displaying messages.
To enable AI‑assisted features such as automated replies, intent classification, and workflows that you configure.
To authenticate users and secure accounts.
To provide customer support and respond to requests.
To monitor, troubleshoot, and improve performance and reliability.
To comply with legal obligations and enforce our Terms and Conditions.

4. Meta Platform data (WhatsApp, Messenger, Instagram)

Some channels are provided through Meta Platforms, Inc. Our use of information obtained from the WhatsApp Business Platform, Messenger Platform, and Instagram Messaging API complies with Meta's Platform Terms and Developer Policies. Specifically:

We access message content and contact identifiers only to deliver them to the connected Customer's inbox and to power the features that Customer has enabled.
We do not sell Platform Data, and we do not use it for advertising or to build user profiles unrelated to the messaging service.
We retain Platform Data only as long as needed to provide the Service or as required by law, and we delete it on request (see Section 7).

5. How we share information

Service providers: infrastructure, hosting, database, and AI providers that process data on our behalf under appropriate confidentiality and security obligations.
Messaging platforms: the platforms you connect (e.g., Meta/WhatsApp) in order to send and receive messages you initiate.
Legal & safety: where required by law, regulation, legal process, or to protect rights, safety, and the integrity of the Service.
Business transfers: in connection with a merger, acquisition, or sale of assets, subject to this Policy.

We do not sell your personal information.

6. Data retention

We retain personal and conversation data for as long as your account is active or as needed to provide the Service. Customers may delete conversations and data within the Service. When an account is closed, we delete or anonymize associated data within a reasonable period, unless retention is required by law.

7. Your rights & data deletion

Depending on your jurisdiction, you may have the right to access, correct, export, or delete your personal information, and to object to or restrict certain processing.

How to request deletion of your data

To request deletion of your personal data or End‑User data processed through Vetobase AI, email support@vetobase.com with the subject line "Data Deletion Request" and include the account, workspace, or phone number/identifier concerned. We will verify the request and delete the relevant data within 30 days, except where retention is legally required. Account holders can also delete conversations and contacts directly within the Service.

8. Security

We use technical and organizational measures designed to protect your information, including encryption of sensitive tokens at rest, encrypted transport (HTTPS/TLS), access controls, and role‑based permissions. No method of transmission or storage is 100% secure, but we work to protect your information and continually improve our safeguards.

9. International transfers

We may process and store information in countries other than where you reside. Where required, we implement appropriate safeguards for such transfers.

10. Children

The Service is intended for businesses and is not directed to children under 16. We do not knowingly collect personal information from children.

11. Changes to this Policy

We may update this Policy from time to time. We will revise the "Last updated" date above and, where appropriate, provide additional notice. Continued use of the Service after changes take effect constitutes acceptance.

12. Contact us

Questions about this Policy or your data? Contact:

Vetobase (SMC-Private) Limited
1032 Ravi Block, Allama Iqbal Town, Lahore 54000, Punjab, Pakistan
SECP Corporate Unique Identification No. (CUIN): 0333406
Email: support@vetobase.com
Phone & WhatsApp: +92 312 4012324