Privacy policy

Who this policy covers

This policy describes how SocialPlus handles information when you visit this website, create an account, or use the platform to manage your social channels, messaging and leads.

It covers both information about you as a customer of SocialPlus, and information about your own customers that passes through the platform while you use it.

Information we collect

We collect the following categories of information:

• Account information — the name, business name, email address and phone number you provide when signing up, and the details of your subscription.
• Business profile information — what you enter about your business so the platform and its AI agents can work: hours, locations, catalogue, prices, delivery areas and tone notes.
• Connected channel data — content and metadata from the social accounts and messaging numbers you choose to connect, including posts, comments, mentions, direct messages and message threads.
• Usage information — how the platform is used, such as pages viewed, features used, and technical logs needed to keep the service running and secure.
• Payment information — the billing details needed to charge your subscription. Payments are handled by our payment providers, and we do not store full card numbers.
• Support correspondence — messages you send to our team and the records of that correspondence.

How we use information

Information is used to provide and operate the service. In practice that means:

• Operating the features you have enabled, including publishing, the shared inbox, lead tracking, campaigns and automated messaging.
• Generating drafts and suggested replies through AI features, which a person on your team reviews before they are published or sent.
• Providing support, including setup help and managed-service work where you have asked us for it.
• Billing, account administration and communicating about the service.
• Maintaining security, preventing abuse, and diagnosing faults.
• Improving the product, using aggregated or de-identified information where practical.

Cookies and local storage

This marketing website stores your theme preference in your browser’s local storage so the site looks the same the next time you visit. It sets no advertising cookies and no analytics cookies.

The platform itself uses cookies that are necessary to keep you signed in and to keep your session secure. Without them you cannot stay logged in.

None of this is used to track you across other websites, and we do not build advertising profiles from it.

Connected social accounts and WhatsApp messages

When you connect a social account or a WhatsApp business number, you authorise SocialPlus to access the content needed to provide the features you have enabled — for example reading comments and direct messages so they can appear in your inbox, and sending replies that you or your configured automation produce.

Message content is processed so that it can be displayed, routed to the right person, answered, and stored as part of the conversation history for that customer. Where an automated reply is enabled, message content is processed to produce that reply and, where your rules require it, to escalate the conversation to a person on your team.

You can disconnect a channel at any time. Disconnecting stops further access; it does not by itself delete the history already stored in your account.

Third-party platforms

The social and messaging platforms you connect are run by other companies. What they collect, how they use it, and how long they keep it is governed by their own terms and privacy policies, not by this one.

We only access what the connection you approved allows, and only to run the features you have enabled. If a platform changes what it permits, the feature that depends on it may change or stop working.

AI processing

Some features use AI models to produce drafts, suggested replies and summaries. To do that, the relevant inputs — your business profile, the content you supply, and the conversation in question — are processed by those models.

This processing may be performed by SocialPlus, or by third-party model providers we engage under contract. Those providers are permitted to process the content only to provide the feature, and not for their own purposes. A current list of the providers we use is available on request, using the contact details below.

AI output is treated as a draft. Publishing a post or sending a reply requires a person on your team to accept it, except where you have explicitly enabled automated replies within the limits you configured.

Automated replies and order taking

Where you switch on automated replies, the platform answers messages on your behalf within the rules and limits you set, and can record an order from a conversation if you have enabled that.

You choose whether to use this, on which numbers, and what it is allowed to say and do. You remain responsible for the content of messages sent from your channels, including automated ones, and for telling your own customers that they may be answered automatically.

Managed-service work

If you buy the managed service, members of our team work inside your account to plan, create and publish content and to handle conversations on your behalf.

That access is limited to the accounts and channels you have connected and to what the work requires, and everyone doing it is bound by confidentiality obligations. You can end the arrangement and remove that access at any time.

Where information is processed

Information may be stored and processed in countries other than your own, by the hosting providers and model providers we use to run the service.

Those providers are engaged under contract terms that require them to protect the information and to process it only for the purposes we specify.

Sharing

We do not sell information. Information is shared only in these situations:

• With the social and messaging platforms you have connected, in order to publish and send on your behalf.
• With service providers who host, secure and operate the platform on our behalf, under contract and only for that purpose.
• With your own team members, according to the roles and permissions you have set in your account.
• Where we are required to by a valid legal process, or to protect the rights and safety of users and the public.
• In connection with a business transfer, if the service or part of it changes ownership.

Security

We use technical and organisational measures intended to protect information against unauthorised access, loss and misuse, including access controls and encryption in transit.

No system is completely secure. You are responsible for keeping your own account credentials safe and for managing who on your team has access to what.

Retention

We keep information only as long as we need it, and these are the periods we work to:

• Account and business profile information is kept for the life of the account.
• Channel content and conversation history are kept for the life of the account, or for the shorter period you configure where that option is available.
• After an account is closed, account information and channel content are deleted or de-identified within 90 days.
• Technical and security logs are kept for 12 months.
• Billing and transaction records are kept for as long as tax and accounting obligations require.

Your rights and choices

You can access and correct your account and business profile information from within the platform, export or delete content you have created, disconnect channels, and close your account.

Beyond what the platform lets you do yourself, you can ask us for any of the following, to the extent the law applicable to you provides it:

• Access to the information we hold about you.
• Correction of information that is wrong or out of date.
• Deletion of information we hold about you.
• A copy of your information in a portable form.
• An objection to a particular use of your information.
• Withdrawal of your consent, where a use relies on it.

Making a request

Send a request using the contact details below. We respond within 30 days. If a request is complex we will tell you, and say when to expect the rest of the answer.

We may need to verify who you are before we act, so that we do not disclose or delete someone else’s information by mistake. If we cannot verify a request, we will explain why.

Where a data protection authority has jurisdiction over us, you may also complain to it. We would rather you came to us first so we can put the problem right.

Information about your customers

Where you use SocialPlus to communicate with your own customers, you decide what is collected from them and why. You are responsible for having a lawful basis for those communications and for telling your customers how their information is used.

We process that information on your behalf and on your instructions, in order to provide the service to you. We do not use it for our own purposes.

If one of your customers makes a request to you about their information, contact us and we will help you respond to it.

Age

The service is sold to businesses and is intended for use by businesses. It is not intended for anyone under 18, and we do not knowingly collect information from children. If you believe a child has given us information, contact us and we will remove it.

Where your own customers interact with you through the platform, meeting any age-related obligations that apply to those customers is your responsibility, not ours.

Changes to this policy

If this policy changes materially, we will update the date at the top and make the new version available here. Continued use of the service after a change means the updated policy applies.

Contact

Questions about this policy can be sent to hello@socialplus.pk, or by phone on +92 000 0000000. Our address is Karachi, Pakistan.