Privacy Policy
Last updated: 30 May 2026
1. Introduction
This policy explains how Altvion ZenFlow ("the Service") collects, uses, stores, and shares personal information. By using the Service, you agree to this policy.
2. Who we are
Altvion operates a multi-tenant SaaS platform. Tenant owners (business operators, e.g. massage centres) use the platform to manage their own WhatsApp customer conversations, bookings, and team. Each tenant's data is isolated from other tenants.
3. What we collect
From tenant owners and their staff: name, email, phone, password (hashed), login activity. From end customers (handled by the tenant): name, phone, WhatsApp messages, booking history, optional preferences (allergies, medical notes), optional identity number (NRIC/passport) entered by counter staff. Usage telemetry: API timestamps, message counts, AI usage. No keystroke logging.
4. How we use it
To operate the Service: route WhatsApp messages, schedule bookings, generate AI replies, send reminders. To support tenants: billing, expiry notices, technical support. To improve the Service: aggregate (non-personal) metrics on feature usage. We do NOT train AI models on tenant or customer data.
5. WhatsApp data
WhatsApp messages flowing through the Service are stored only for the tenant whose channel received them. Message media (images, voice notes, documents) are stored on the tenant's allocation. We never read message content outside of system operations needed to deliver the messaging features (e.g. AI auto-reply requested by the tenant).
6. Sensitive data
NRIC/passport numbers and medical notes (allergies, conditions) entered by tenant staff are visible only to that tenant's team. They are NEVER sent to AI providers. Tenants must obtain customer consent before collecting these. Platform-level support has read-access for troubleshooting and is logged in the audit trail.
7. AI processing
When a tenant enables AI auto-reply, customer messages and limited context (service catalogue, recent conversation, customer name) are sent to the configured AI provider (OpenAI, Anthropic, Google Gemini, or DeepSeek) to generate a response. NRIC, medical notes, and other sensitive fields are filtered before sending. AI providers may retain prompts according to their own policies; review the provider you select.
8. Who else sees the data
We do not sell personal data. We share data only with: (a) the tenant who owns it, (b) sub-processors strictly required to deliver the Service (cloud hosting, AI providers, email/SMS gateways), (c) law enforcement when legally compelled. Tenant-to-tenant data leakage is prevented by hard tenant scoping enforced at the database query layer.
9. Storage & security
Data is stored on encrypted disks in our cloud provider. Passwords are hashed (bcrypt, 12 rounds). Sessions use signed JWTs with rotation on password change. We perform automated daily backups with 7-day retention. Access logs are kept for 90 days.
10. Your rights
You may: (a) access and export your personal data, (b) correct inaccurate data, (c) request deletion (we will delete within 30 days unless legally required to retain), (d) withdraw consent for AI processing at any time via the Anti-Ban / AI Agent settings. End customers should direct rights requests to the tenant they interacted with; we will assist tenants in fulfilling these.
11. Cookies
We use only essential cookies: an auth token, a UI language preference, and a manual-locale flag. No third-party tracking or advertising cookies.
12. Children
The Service is not intended for end users under 16. Tenants are responsible for ensuring lawful processing if any customer they record is a minor.
13. Changes to this policy
We may update this policy. Material changes will be announced 14 days in advance via in-app notification and email to tenant Admins.
14. Contact
For privacy questions or rights requests, contact: privacy@altvion.com