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Privacy Policy

Joiin Flow (Pty) Ltd — Last updated: June 2026

1. Who we are

Joiin Flow is a WhatsApp Business automation platform built and operated by Joiin Flow (Pty) Ltd, a company registered in South Africa. Our platform helps businesses automate their WhatsApp conversations, manage customer enquiries, and grow their operations.

When we say “Flow”, “we”, “us”, or “our” in this policy, we mean Joiin Flow (Pty) Ltd.

When we say “you”, we mean either a business using our platform (a “Business Customer”) or an end user whose data is processed because they interacted with a Business Customer’s WhatsApp automation (an “End User”).

2. Our commitment to your privacy

We take privacy seriously. This policy explains what personal information we collect, why we collect it, how we use it, and your rights in relation to it.

We comply with the Protection of Personal Information Act 4 of 2013 (POPIA) and, where applicable, the General Data Protection Regulation (GDPR).

3. Information we collect

3.1 Business Customers

When you sign up for Flow, we collect:

  • Your name and email address
  • Your business name, type, and contact details
  • Your WhatsApp Business number
  • Billing and payment information (processed securely — we do not store card details)
  • Information you provide when configuring your flows (FAQs, pricing, policies, business hours)
  • Usage data — how you interact with the Flow dashboard
  • Device and browser information for security and performance purposes

3.2 End Users (your customers)

When your customers interact with your WhatsApp automation powered by Flow, we process:

  • Their WhatsApp phone number
  • The content of their WhatsApp messages
  • Any information they share during the conversation (name, appointment details, documents, payment information)
  • Timestamps and conversation metadata

We process this information on your behalf as your data processor. You are the responsible party (data controller) for your customers’ information.

3.3 Information we collect automatically

  • Log data (IP addresses, access times, pages visited)
  • Cookies and similar tracking technologies on our website and dashboard
  • Analytics data to improve our platform

4. How we use your information

4.1 To provide our service

  • Creating and managing your Flow account
  • Processing your payments
  • Running your WhatsApp automations
  • Storing and retrieving your knowledge base content
  • Providing customer support

4.2 To improve our platform

  • Analysing usage patterns to improve features
  • Diagnosing technical issues
  • Developing new features and services

4.3 To communicate with you

  • Sending transactional emails (account confirmations, invoices, service updates)
  • Notifying you of important changes to our service or this policy
  • Sending product updates and offers where you have consented

4.4 To comply with legal obligations

  • Meeting our obligations under POPIA, tax law, and other applicable legislation
  • Responding to lawful requests from authorities

5. How we share your information

We do not sell your personal information. Ever.

We share information only in the following circumstances:

5.1 Service providers

We use trusted third-party providers to help us deliver our service, including:

  • Twilio — WhatsApp Business API infrastructure
  • Supabase — Database and authentication
  • Vercel — Platform hosting
  • Stripe / PayFast — Payment processing
  • Google — Calendar, Drive, and document integrations (when you choose to connect them)

All service providers are bound by data processing agreements and may only use your information to provide services to us.

5.2 With your consent

We share information with third parties only when you have explicitly connected an integration (e.g. Google Calendar, HubSpot) and authorised us to do so.

5.3 Legal requirements

We may disclose information if required to do so by law or in response to a valid legal process.

5.4 Business transfers

If Joiin Flow is acquired or merges with another company, your information may be transferred as part of that transaction. We will notify you before this happens.

6. Your responsibilities as a Business Customer

If you use Flow to process your customers’ personal information, you are the responsible party under POPIA. This means you must:

  • Have a lawful basis for processing your customers’ data
  • Inform your customers that their WhatsApp conversations may be automated
  • Only collect information that is necessary for your business purposes
  • Comply with any requests from your customers to access, correct, or delete their information
  • Maintain your own privacy policy that covers your use of customer data

We provide the platform. You are responsible for how you use it.

7. Data retention

We retain your information for as long as your account is active or as needed to provide our service.

If you cancel your account:

  • Your account data is deleted within 30 days
  • Conversation logs are deleted within 90 days
  • Billing records are retained for 5 years as required by South African tax law

You may request early deletion of your data by contacting us at privacy@joiinflow.com.

8. Data security

We implement appropriate technical and organisational measures to protect your information, including:

  • Encryption of data in transit (TLS) and at rest
  • Access controls limiting who can access your data within our team
  • Regular security reviews
  • Secure third-party infrastructure providers

No method of transmission over the internet is 100% secure. We cannot guarantee absolute security but we take reasonable steps to protect your information.

9. Your rights

Under POPIA, you have the right to:

  • Access — request a copy of the personal information we hold about you
  • Correction — request that we correct inaccurate information
  • Deletion — request that we delete your information (subject to legal retention requirements)
  • Objection — object to the processing of your information for direct marketing
  • Complaint — lodge a complaint with the Information Regulator of South Africa

To exercise any of these rights, contact us at privacy@joiinflow.com. We will respond within 30 days.

Information Regulator of South Africa
Website: www.inforegulator.org.za
Email: inforeg@justice.gov.za

10. Cookies

We use cookies on our website and dashboard for:

  • Essential functionality (keeping you logged in)
  • Analytics (understanding how people use our platform)
  • Performance (improving load times)

You can control cookies through your browser settings. Disabling essential cookies may affect your ability to use the platform.

11. Children

Our service is not directed at children under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with their information, please contact us immediately.

12. Changes to this policy

We may update this policy from time to time. When we make significant changes, we will notify you by email or through a notice in the dashboard. The date at the top of this policy shows when it was last updated.

Continued use of Flow after changes are notified constitutes acceptance of the updated policy.

13. Contact us

If you have any questions about this privacy policy or how we handle your information:

Joiin Flow (Pty) Ltd
Email: privacy@joiinflow.com
Website: www.joiinflow.com

For urgent privacy concerns or data breach notifications, please mark your email as URGENT.