Privacy Policy

Last updated: February 19, 2026

1. Introduction

RAIMOND AI (PTY) LTD ("Raimond," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered chatbot platform and WhatsApp Business services.

Company Details:
RAIMOND AI (PTY) LTD
Registration Number: 2025/964604/07
22 Ashwold Rd, Saxonwold
Johannesburg, Gauteng 2132
South Africa
Email: sales@raimond.biz
Phone: +27 64 877 9593
Website: https://www.raimond.biz/

2. Information We Collect

2.1 Information You Provide

  • Account Information: Name, email address, phone number, company name, and password when you register for our services.
  • Business Information: Organisation details, WhatsApp Business Account information, and business verification documents.
  • Bot Configuration: Chatbot instructions, personality settings, response templates, and business rules you configure.
  • Payment Information: Billing address and payment details (processed securely through third-party payment processors).

2.2 Information Collected Automatically

  • Usage Data: How you interact with our platform, features used, and preferences.
  • Device Information: Browser type, operating system, IP address, and device identifiers.
  • Log Data: Access times, pages viewed, and referring URLs.

2.3 WhatsApp Message Data

  • Message Content: Messages sent to and from your WhatsApp Business Account through our platform.
  • Sender Information: Phone numbers and profile names of individuals messaging your business.
  • Message Metadata: Timestamps, message IDs, delivery status, and read receipts.
  • Extracted Data: Information extracted from conversations as configured by your chatbot (e.g., names, email addresses, order details).

3. How We Use Your Information

We use the collected information for the following purposes:

  • Service Delivery: To provide, operate, and maintain our AI chatbot platform.
  • WhatsApp Integration: To process and respond to WhatsApp messages on your behalf using AI technology.
  • AI Processing: To generate automated responses using OpenAI's language models based on your bot configuration.
  • Account Management: To create and manage your account, authenticate users, and provide customer support.
  • Analytics: To analyse usage patterns, improve our services, and develop new features.
  • Communication: To send service updates, security alerts, and marketing communications (with your consent).
  • Legal Compliance: To comply with legal obligations and protect our rights.

4. Data Sharing and Disclosure

We may share your information with:

4.1 Service Providers

  • Meta/WhatsApp: To enable WhatsApp Business API functionality and message delivery.
  • OpenAI: To process messages and generate AI responses. Message content is sent to OpenAI for processing.
  • MongoDB Atlas: For secure database hosting and data storage.
  • Redis Cloud: For message queuing and caching.
  • Cloudflare: For content delivery, security, and SSL services.
  • Hetzner: For server hosting infrastructure.

4.2 Legal Requirements

We may disclose your information if required by law, court order, or government request, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.

4.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity.

5. Data Security

We implement industry-standard security measures to protect your data:

  • Encryption: All data in transit is encrypted using TLS/SSL. WhatsApp access tokens are encrypted using Fernet encryption at rest.
  • Access Controls: Multi-tenant architecture ensures organisation-scoped data isolation. Only authorised personnel can access systems.
  • Authentication: Secure JWT-based authentication with password hashing using bcrypt.
  • Infrastructure Security: Services hosted on secure infrastructure with firewalls, intrusion detection, and regular security updates.
  • Webhook Validation: All WhatsApp webhooks are validated using signature verification to prevent unauthorised access.

6. Data Retention

We retain your data as follows:

  • Account Data: Retained for the duration of your account and for 30 days after account deletion.
  • Conversation Data: Retained according to your organisation's settings, with a default retention period of 90 days.
  • Log Data: Retained for up to 12 months for security and debugging purposes.
  • Billing Records: Retained for 7 years as required by South African tax law.

You may request deletion of your data at any time by contacting us at sales@raimond.biz.

7. Your Rights

Under the Protection of Personal Information Act (POPIA) and other applicable laws, you have the right to:

  • Access: Request a copy of the personal information we hold about you.
  • Correction: Request correction of inaccurate or incomplete information.
  • Deletion: Request deletion of your personal information, subject to legal retention requirements.
  • Objection: Object to the processing of your personal information for direct marketing.
  • Data Portability: Request your data in a structured, commonly used format.
  • Withdraw Consent: Withdraw consent for processing where consent is the legal basis.

To exercise these rights, contact us at sales@raimond.biz. We will respond within 30 days.

8. WhatsApp and Meta Platform Terms

Our use of WhatsApp Business API is subject to Meta's Platform Terms and WhatsApp Business Terms. By using our services, you acknowledge:

  • Messages sent through our platform are processed by Meta/WhatsApp infrastructure.
  • We comply with WhatsApp's Business Messaging Policy and Commerce Policy.
  • End users of WhatsApp are subject to WhatsApp's Terms of Service and Privacy Policy.
  • We do not sell WhatsApp user data to third parties.
  • Message data is used only for the purpose of providing our chatbot services.

9. AI and Automated Decision Making

Our platform uses artificial intelligence (OpenAI's GPT models) to generate automated responses. You should be aware that:

  • AI-generated responses are based on your configured instructions and the conversation context.
  • Message content is sent to OpenAI for processing. OpenAI's data usage policies apply.
  • AI responses may occasionally be inaccurate or inappropriate. Human escalation features are available.
  • You are responsible for reviewing and configuring your chatbot's behaviour.
  • We do not use your data to train AI models without explicit consent.

10. Cookies and Tracking

Our website and platform use cookies and similar technologies to:

  • Maintain your session and authentication state.
  • Remember your preferences and settings.
  • Analyse usage patterns to improve our services.
  • Provide security features and prevent fraud.

You can control cookie settings through your browser preferences.

11. International Data Transfers

Your data may be transferred to and processed in countries outside South Africa, including:

  • United States (OpenAI, MongoDB Atlas, Cloudflare)
  • European Union (Hetzner servers)
  • Other locations where our service providers operate

We ensure appropriate safeguards are in place, including standard contractual clauses and compliance with applicable data protection laws.

12. Children's Privacy

Our services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new policy on our website and updating the "Last updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

14. Contact Us

If you have questions about this Privacy Policy or wish to exercise your data protection rights, please contact us:

RAIMOND AI (PTY) LTD
Information Officer
22 Ashwold Rd, Saxonwold
Johannesburg, Gauteng 2132
South Africa

Email: sales@raimond.biz
Phone: +27 64 877 9593

You also have the right to lodge a complaint with the Information Regulator of South Africa if you believe your data protection rights have been violated.

15. Consent

By using our services, you consent to the collection, use, and disclosure of your information as described in this Privacy Policy.