Privacy Policy

When you message the business on WhatsApp, we receive and store:

• Your name and WhatsApp phone number, as provided by WhatsApp itself
• The content of your messages — typed text and/or voice notes
• For physiotherapy inquiries: the condition or injury you describe, kept in your own words rather than paraphrased, since for physio it doubles as the first clinical note
• The service, branch, and day/time you ask for or are offered
• The language(s) you write or speak in
• Message timestamps

A purpose-built assistant reads each message — including voice notes directly, without a manual transcription step — and turns it into a structured booking request: service, branch, day, time, and (for physio) the condition described. We use that to:

• Understand and act on your booking request
• Reply to you on WhatsApp, propose appointment times, and confirm bookings
• Send appointment reminders ahead of a confirmed booking
• Hand off to a staff member when something falls outside booking intake
• Give our staff a record to review before they contact you

If you send a voice note, the audio itself is stored for a limited time — it can contain your voice and, for physio, a spoken injury description tied to your phone number, so we treat it as sensitive. By default it is kept for 90 days and then permanently deleted by an automated job; a branch can configure this window shorter, or to never store audio at all. While retained, audio is reachable only through an authenticated, staff-only link scoped to the branch you messaged — it is never public.

• Meta / WhatsApp— every message necessarily passes through Meta's WhatsApp Business Platform to reach us and to reach you back.
• Our AI processing provider — the assistant calls a language-model provider (via OpenRouter) to read each message and extract the booking details above. Message content is sent there for that one purpose; we don't use it to train any model, and it is not used for advertising.

We never sell your information and never share it for advertising or marketing lists.

Booking requests, appointment records and message text are kept as part of your booking history with the business — long enough to honor a booking, follow up, or resolve a dispute about it. Voice audio follows the shorter window in section 3 above and is deleted automatically regardless of the rest of the record. You can ask us to delete your data sooner at any time — see section 8.

• WhatsApp access credentials are encrypted at rest (AES-256-GCM)
• Inbound messages are verified against WhatsApp's own request signature, so only genuine WhatsApp traffic is accepted
• Each business on this platform is data-isolated from every other business
• The staff dashboard requires sign-in; nothing here is publicly browsable

You can ask what we hold about you, ask us to correct it, or ask us to delete it, at any time — message us on the same WhatsApp number you used to contact us. We action deletion requests within a reasonable time, except for records we're legally required to keep.

This assistant is a booking channel for gym and physiotherapy services and isn't directed at children.

If this policy changes, we'll update the effective date at the top of this page. Continuing to message the business after a change means you accept the update.