ORVEX (“we”, “our”, or “us”) provides a multi-tenant chatbot platform that enables businesses to engage customers via web and WhatsApp-based messaging. This Privacy Policy explains how we collect, use, and protect your data when you interact with an ORVEX-powered chatbot.

1. Our Role and Responsibility

ORVEX acts as the Operator (under POPIA), processing data on behalf of the businesses (“tenants”) who use our platform. Each tenant is the Responsible Party for the personal information collected by their chatbot.

2. What Information May Be Collected

The data collected depends on how the tenant has configured their chatbot. This may include:

• Your name, email address, or phone number
• Service requests or booking details
• Support queries or complaint descriptions
• Any other information you choose to share in the chat

3. How the Information Is Used

Your information may be used by the business you are chatting with to:

• Respond to your queries or complaints
• Manage appointments or bookings
• Send confirmations via WhatsApp or email
• Escalate issues to a human agent
• Improve the chatbot service

ORVEX may log activity for delivery, analytics, and troubleshooting purposes. We do not use your data for marketing or share it outside the scope of service delivery.

4. Third-Party Services

ORVEX uses trusted third-party providers to deliver services:

• Twilio (WhatsApp API) – View
• WhatsApp Business (Meta) – View
• SendGrid (by Twilio) – View

These providers act as subprocessors and are bound by POPIA/GDPR standards.

If you interact with WhatsApp or receive emails, your data may be shared with these services solely to deliver the message you requested.

5. Security and Data Retention

Your data is stored securely with encryption, access controls, and backups. Tenants may set their own data retention policies. ORVEX applies default data retention of up to 6 months for chat interactions, unless the tenant specifies otherwise.

6. Your Rights Under POPIA

You have the right to:

• Request access to your personal data
• Correct or delete your data
• Withdraw consent at any time
• Lodge a complaint with the Information Regulator of South Africa

To exercise your rights, contact the tenant you interacted with, or email jaryd@orvex.co.za if you're unsure who to contact.

7. Cookies and Local Storage

Our web-based chat widget may use cookies or local storage to remember your session preferences or consent. We do not use marketing or tracking cookies.

8. Changes to This Policy

We may revise this policy periodically. Any updates will be posted on our website and may be reflected in the chatbot interface.

9. Contact Us

ORVEX Support Team
📧 Email: jaryd@orvex.co.za
🌐 Website: https://orvex.co.za