Privacy Policy

01Who we are & what this covers

This policy explains how Royal IT Park Services, which manages and operates MessageGrid ("we", "us", "Royal IT Park Services"), handles personal data when you visit messagegrid.co.in, book a demo, use the MessageGrid dashboard and APIs, or contact us on WhatsApp, phone or email. MessageGrid is managed by Royal IT Park Services, and payments for MessageGrid are collected in the name of Royal IT Park Services.

02Our role for different data

If you are an End-user who received a WhatsApp message from a business using MessageGrid, please contact that business first. We will help them respond to your request.

03Personal data we collect

Data you give us

• Name, business name, work email, phone number and job role when you book a demo, register or contact us.
• Business verification details such as GST certificate, registration documents, business address and website, needed for Meta Business verification.
• Billing details such as GSTIN, billing address and payment references. Payments are processed through our payment gateway, CCAvenue. Card, net banking and UPI details are entered on CCAvenue's secure payment page and handled by CCAvenue and your bank; Royal IT Park Services does not store full card numbers, CVV or UPI PINs.
• Messages you send our support team.

Data collected automatically

• Device, browser, IP address, pages visited and referring site.
• Dashboard activity logs, used for security, troubleshooting and audit trails.
• Cookies and similar technologies, as described in our Cookie PolicySitemapSitemapSitemapSitemapSitemapSitemapSitemapSitemapSitemapSitemapSitemapSitemapSitemapSitemapSitemapSitemap.

Customer Data you process through MessageGrid

• End-user names, phone numbers, email addresses, opt-in status and consent records, tags and groups.
• Message content, media, templates, delivery and read receipts, and chatbot conversation logs.

04How we use personal data

• To create and manage your account and provide the Services you signed up for.
• To set up your WhatsApp Business Account and submit verification, display names and templates to Meta for you.
• To send and receive messages, run campaigns and chatbots, and show you delivery analytics.
• To bill you, collect payment and meet tax and accounting duties.
• To provide support, including over WhatsApp and phone.
• To keep the platform secure, prevent abuse and spam, and comply with Meta's policies and the law.
• To send product updates and, where you have agreed, marketing emails you can unsubscribe from at any time.

We do not use Customer Data to train AI models for other customers, and we do not use your End-users' data to market MessageGrid.

05Consent & lawful use

We process personal data with your consent, or for legitimate uses permitted under the Digital Personal Data Protection Act, 2023, such as providing a service you asked for, meeting legal obligations, and handling emergencies. You can withdraw consent at any time. Withdrawal doesn't affect processing that already happened.

As a MessageGrid customer, you are responsible for getting valid consent from your End-users before messaging them.

06Who we share data with

We share personal data only as needed to provide the Services:

• Meta Platforms, Inc. and its affiliates — to deliver WhatsApp messages and process verification and templates. Meta's handling is governed by its own policies.
• Cloud hosting and infrastructure providers — to store and run the platform securely.
• Payment gateway and banks — we use CCAvenue to process payments made to Royal IT Park Services. We share the details needed to complete a payment (such as name, email, phone number, billing address and amount) with CCAvenue and the relevant banks. CCAvenue handles that data under its own privacy policy.
• Email and SMS delivery partners — when you use those channels.
• Integrations you connect — such as your CRM or store, when you enable them.
• Authorities — when required by law or to protect rights and safety.

Our service providers are bound by contracts to protect data and use it only for our instructions. We never sell personal data.

07Where data is stored

MessageGrid data is hosted with reputable cloud providers. WhatsApp messages are processed by Meta, which may process data outside India. Where data leaves India, we do so only as permitted under the Digital Personal Data Protection Act, 2023 and any restrictions notified by the Government of India.

08How long we keep data

• Account and billing records: for as long as your account is active, and afterwards for the period tax and accounting laws require (generally up to 8 years for invoices).
• Customer Data: while your account is active. After closure, you can request an export within 30 days, after which we delete it unless the law requires otherwise.
• Demo and enquiry data: up to 24 months after our last interaction, unless you become a customer.
• Security logs: up to 12 months.

09How we protect data

We use encryption in transit, access controls on a need-to-know basis, role-based permissions for your team, activity logs, regular backups and staff confidentiality commitments. No system is perfectly secure, so we also have a process for responding to incidents. If a personal data breach affects you, we will notify you and the Data Protection Board of India as the law requires.

10Your rights

Under the Digital Personal Data Protection Act, 2023, you can:

• ask for a summary of the personal data we process about you and how it is used;
• ask us to correct, complete or update it;
• ask us to erase it where it is no longer needed or you withdraw consent;
• nominate someone to exercise your rights if you die or become incapacitated;
• raise a grievance with us, and if unresolved, complain to the Data Protection Board of India.

Email hello@messagegrid.co.in with the subject "Privacy request". We may need to verify your identity before acting.

11Children

MessageGrid is a business service and is not meant for anyone under 18. We do not knowingly collect personal data from children. If you believe a child has given us data, contact us and we will delete it.

12Cookies

We use essential cookies to run the site, and analytics and marketing cookies only with your consent. You can change your choice anytime using "Cookie settings" in the footer. Details are in our Cookie Policy.

13Changes to this policy

We will update this policy when our practices or the law change, and show the new "Last updated" date above. For significant changes, we will notify customers by email or in the dashboard.

14Grievance Officer & contact

For privacy questions, requests or complaints, contact our Grievance Officer. We acknowledge complaints within 24 hours and aim to resolve them within 15 days.