Privacy Policy

Last updated: 26 July 2026

CusenReach is a customer-communication and CRM platform operated by Cusenware Tech Sciences ("CusenReach", "we", "us"). It lets a business connect its own messaging channels — WhatsApp Business, Instagram, Facebook Messenger, Telegram and others — and manage the resulting conversations from a single inbox.

This policy explains what personal data we handle, why, and how you can have it deleted. It covers both the businesses that subscribe to CusenReach (our "customers") and the people who message those businesses ("end users").

1. Who is responsible for your data

Cusenware Tech Sciences, located in India, is the data controller for account and billing data of our customers. For conversation data, the subscribing business is the controller and CusenReach acts as a processor on its behalf and under its instructions.

Contact: privacy@cusenreach.com

2. Data we collect

2.1 Account data (from our customers)

Name, work email address, password hash, and workspace details
Billing details, subscription plan, and usage/consumption records
Security and audit logs, including sign-in times and IP addresses

2.2 Platform Data received from Meta

When a business connects a Meta channel, it authorises us — through Meta's own login flow — to access only the assets it selects. We receive and store:

Data	Why we hold it
Facebook Page ID, name and access token	To send and receive messages for that Page and to subscribe it to message webhooks
Instagram professional account ID and username	To identify which account a conversation belongs to
WhatsApp Business Account ID and phone number ID	To send and receive WhatsApp messages
Instagram-scoped ID / Page-scoped ID of each person who messages the business	To thread their messages into one conversation and to reply to them
Message content, attachments and timestamps	To display the conversation to the business and let it reply
Public profile name and picture of the sender, where Meta provides it	So the business sees who it is talking to rather than an opaque ID

We do not use Facebook Login to sign end users in to CusenReach, and we do not request or store consumer profile data such as friend lists, birthdays or gender. Meta Platform Data is used solely to operate the connecting business's own inbox.

3. How we use data

To deliver the service: routing inbound messages to the right workspace and sending replies
To identify a returning contact across channels, so a business sees one person rather than several fragments
To provide optional AI assistance (summaries, suggested replies) requested by the business
To meter usage for billing
To keep the platform secure, investigate abuse, and meet legal obligations

We never sell personal data. We never use Meta Platform Data for advertising, and we never use it to build profiles for anyone other than the business that received the message.

4. Sub-processors

We use a small number of service providers to run the platform — cloud hosting and storage, database and search infrastructure, email delivery, payment processing, and error/performance monitoring. They act only on our instructions, are bound by contract, and may not use the data for their own purposes. A current list is available on request from privacy@cusenreach.com.

Where an AI feature is enabled by the business, message content may be processed by the AI provider that business has selected in its own settings, including self-hosted models.

5. International transfers

Data may be processed in the country where our infrastructure or a sub-processor operates. Where data leaves its country of origin we rely on appropriate safeguards, such as standard contractual clauses.

6. How long we keep data

Data	Retention
Conversations and contacts	For as long as the business's workspace is active, or until the business deletes them
Channel access tokens	Until the channel is disconnected or the token is revoked, whichever is first
Account and billing records	For the life of the account, then as long as tax or legal obligations require
Security and audit logs	Up to 24 months
Backups	Rolling, overwritten within 35 days

When a workspace is closed, its data is deleted or irreversibly anonymised within 90 days, except where we must retain records by law.

7. Security

Channel access tokens and other secrets are encrypted at rest
All traffic is served over TLS
Every record is scoped to a single workspace and access is enforced at the query layer
Role-based permissions, optional two-factor authentication, and IP allow-listing
Administrative actions are recorded in an audit log

8. Your rights

Depending on where you live, you may have the right to access, correct, export, restrict or delete your personal data, and to object to certain processing. To exercise any of these, write to privacy@cusenreach.com. We respond within 30 days.

If you messaged a business that uses CusenReach and want your data removed, see our Data Deletion Instructions. Because that conversation belongs to the business, we may need to direct your request to it.

9. Children

CusenReach is a business tool and is not directed at children. We do not knowingly collect data from anyone under 16. If you believe we have, contact us and we will delete it.

10. Changes

If we make a material change to this policy we will update the date above and notify account administrators before it takes effect.

11. Contact

Cusenware Tech Sciences
Privacy enquiries: privacy@cusenreach.com
General: support@cusenreach.com