Privacy Policy

Relev ("Relev", "we", "us", or "our") — a trade name of Dev Yadav, a sole proprietorship registered in Madhya Pradesh, India — provides an omnichannel customer support platform that lets a business's support team manage conversations from Email, WhatsApp, live webchat, and Shopify storefronts in one shared inbox. This policy explains what information we collect, why, and how it's handled when a business ("Customer") uses Relev, and when that Customer's end customers ("End Users") interact with a Customer through Relev.

Our role. For a Customer's own account data — their team members' names, emails and logins — Relev is the controller. For End User data flowing through a connected channel, including WhatsApp messages, email, webchat and Shopify order context, Relev acts as a processor on the Customer's behalf: the Customer decides what is collected and why, and Relev handles it only to provide the service and only on that Customer's instructions. An End User wanting their data accessed or deleted may contact either the business they were messaging or Relev directly, using Section 3 below.

1 Information We Collect

1.1 Account data (Customer's team members)

When a business signs up and invites team members, we collect name, email address, a hashed password, assigned role, avatar image (optional), and in-app activity such as which tickets a team member has viewed or replied to. This is used to operate the product — authentication, permissions, presence, and workload visibility within that Customer's own organization. It is never visible to any other Customer's organization.

1.2 Gmail integration

If a Customer connects a support mailbox via Google, Relev requests permission to read incoming mail and thread history, send email as that connected mailbox, and receive real-time push notifications of new mail via Google Cloud Pub/Sub. We store the email content, sender/recipient addresses, thread identifiers, and attachments of messages sent to or from the connected mailbox only — never a team member's personal Gmail account. This data is used solely to display and let reps respond to support emails inside Relev's shared inbox.

1.3 WhatsApp Business integration

If a Customer connects a WhatsApp Business phone number, we request permission to send and receive WhatsApp Business messages on that number, and to read the configuration of the Customer's own WhatsApp Business Account. We store message content, the End User's WhatsApp identifier (a phone-based ID), message direction and timestamps, and any attachments, so that the conversation can be displayed and responded to inside Relev's shared inbox.

We also process the following, all of it on behalf of the Customer whose WhatsApp Business Account is connected:

• Delivery status. WhatsApp reports whether each message we send was sent, delivered, read, or failed, along with a failure reason. We store this against the message so a rep can see what actually happened to it.
• Approved message templates. Outside WhatsApp's 24-hour customer service window, a business may only reply using a template it has already had approved by Meta. Relev reads the list of approved templates from the Customer's own WhatsApp Business Account so a rep can choose one. Relev does not create, edit, or delete templates — those are authored by the Customer in Meta's WhatsApp Manager.
• Marketing consent. Where a Customer sends marketing templates, Relev records whether each End User opted in, when, through what source, and the wording they were shown. An End User who replies STOP (or a similar opt-out keyword) is recorded as opted out, and Relev will not include them in further marketing sends. Opt-out is honoured immediately, including partway through a send already in progress.
• Account limits. Relev reads the connected number's messaging limit tier and quality rating from Meta so it can warn a Customer before a send exceeds the limits on their own account. This is account-level configuration data, not End User personal data.

Relev sends WhatsApp messages only to a Customer's own End Users, from that Customer's own WhatsApp Business number, either in reply to a conversation the End User started or as a template message the End User is eligible to receive under WhatsApp's policies and the consent record described above.

1.4 Instagram integration

If a Customer connects an Instagram professional account, Relev requests permission to read that account's basic profile, and to receive and send direct messages and comments on its behalf. We store message and comment content, the End User's Instagram-scoped identifier, their username and profile picture, the post a comment was left on, direction and timestamps, and any attachments, so the conversation can be displayed and answered inside Relev's shared inbox.

Comments are read only on the connected account's own posts. Relev does not read, monitor or store comments on anyone else's posts, and does not track mentions of the account elsewhere on Instagram.

Every message Relev sends on Instagram is written by a human support agent replying to an End User who contacted the business first. Relev sends no automated, promotional or re-engagement messages on this channel. Where a reply is sent more than 24 hours after the End User's last message, it is sent using Meta's Human Agent tag, which exists for exactly this purpose.

Relev's use and transfer of information received from the Instagram Platform and other Meta APIs adheres to the Meta Platform Terms. We do not sell this data, do not use it for advertising or to build advertising profiles, and do not share it with any third party except the storage sub-processor described in Section 2, which is used only to host message attachments.

1.5 Shopify integration

If a Customer connects a Shopify store, Relev requests access to customer, order, and fulfillment data so a rep can see order context (status, fulfillment, order history) alongside a support ticket, and optionally leave an internal order note or create a draft order. Relev never requests access to payments, discounts, or the ability to complete a checkout. Relev has implemented Shopify's mandatory compliance webhooks (customers/data_request, customers/redact, shop/redact) so that data-subject requests and deletions initiated through Shopify are handled automatically.

1.6 Webchat widget

Relev's own embeddable live-chat widget lets a website visitor start a conversation with a Customer's support team. A visitor may optionally provide a name and email address. Conversations are tied to a temporary session token; if an email is provided, we use it to recognize the same visitor across repeat conversations. A visitor who never provides an email is not linked to any persistent identity beyond that one conversation.

2 How We Store and Process Data

All ticket, message, and contact data is stored in our own database, scoped per Customer organization — one Customer's data is never visible to another. Access tokens for connected Gmail, WhatsApp, and Shopify accounts are encrypted at rest.

Reply suggestions, tone/style rewriting, and conversation summarization ("AI Copilot") are generated by a language model we host ourselves. Conversation content is not sent to a third-party AI provider for these features.

Relev's application servers and database are hosted on Amazon Web Services in the United States (us-east-1). Message attachments and avatar images are stored with Supabase in Japan (Tokyo). If you are located outside those countries, data you send to a business through Relev is transferred there for processing and storage.

We use the following sub-processors:

• Amazon Web Services (AWS) — application and database hosting, and transactional email delivery, in the United States (all ticket, message, contact and consent data; the email address and name of a Customer's team member when we send them a password reset or address confirmation)
• Cloudflare — network delivery and protection for erp.relev.in and api.relev.in; all traffic to Relev passes through it in transit
• Zoho — mailboxes for Relev's own addresses, such as the one you write to when exercising the rights in Section 3
• Supabase — file/attachment and avatar storage in Japan (message attachments, user avatar images)
• Google (Gmail API) — email channel integration (email content/metadata for connected mailboxes)
• Meta (WhatsApp Business Platform and Instagram Platform) — WhatsApp and Instagram channel integration (message, comment and profile content/metadata)
• Shopify — order/customer context lookup (order and customer data for connected stores)

3 Data Retention & Deletion

• Disconnecting Gmail, WhatsApp or Instagram in Relev's Connectors page immediately removes the stored access token for that integration, and Relev stops receiving any further messages on it. Historical ticket and message data already collected is retained so the Customer keeps their support history, unless deletion is requested.
• Shopify data-subject requests and deletions are handled automatically via Shopify's compliance webhooks.
• When a Customer's account is closed, all of their data — including message content from every connected channel, End User contact records, and consent records — is deleted within 30 days.
• Backups. Relev's database is backed up continuously so that it can be restored to any point within the previous 7 days, after which each backup expires and is destroyed automatically. Backups are encrypted and held in the same United States region as the database. Because a backup is a picture of the database as it was, data you asked us to delete can remain inside one until it expires — at most 7 days after the deletion. It is never restored into the live service for any purpose other than recovering from a failure.

3.1 How to request deletion

Anyone may request deletion of their personal data, whether they are a Customer's team member or an End User who messaged a business through Relev. Email dev@relev.in from the address associated with the account, or — if you contacted a business over WhatsApp — from any address, stating the WhatsApp number you messaged from so we can locate the records.

We acknowledge requests within 7 days and complete them within 30 days. Deletion covers message content, attachments, contact records, and consent records held for you, except where we are required to retain something to comply with a legal obligation.

To stop receiving marketing messages without deleting anything, reply STOP to any WhatsApp message from the business. That is recorded immediately and applies to all future marketing sends.

4 Your Rights

Depending on where you're located, you may have the right to request access to, correction of, export of, or deletion of your personal data. To exercise any of these rights, contact dev@relev.in.

5 Government & Law Enforcement Requests

Relev may receive requests from law enforcement or other public authorities for personal data we hold. We handle them narrowly and on the following terms.

• We review every request for legality. Before disclosing anything, we verify that a request is validly issued, comes from an authority with jurisdiction over us, and has been properly served. We do not act on informal or unverified requests.
• We challenge requests we believe are unlawful. Where a request is overbroad, improperly issued, or legally defective, we push back or seek to narrow it rather than complying automatically.
• We disclose the minimum necessary. We produce only the specific records a valid request compels — never an entire account, and never unrelated conversations or other Customers' data.
• We document every request. We record what was requested, which authority requested it, what we disclosed, the legal basis, and the reasoning behind the decision.
• We notify the affected Customer where we lawfully can. If a request concerns a Customer's data, we tell them, unless we are legally prohibited from doing so.

As of the effective date above, Relev has never received a request from any public authority for personal data, and has never disclosed personal data to one.

6 Changes to This Policy

We may update this policy from time to time. Material changes will be reflected by updating the effective date above.

7 Contact Us

Questions about this policy or how Relev handles data can be sent to dev@relev.in.