Privacy Policy

This Privacy Policy explains how Dialeko ("Dialeko", "we", "us", or "our") collects, uses, stores, protects, and discloses information when you use our website, dashboard, and services (together, the "Service").

By creating an account or using the Service, you agree to this Privacy Policy. If you do not agree, do not use the Service. This policy forms part of, and should be read together with, our Terms of Service.

Account information — your name, email address, password (stored only as a one-way hash), business name, and any other details you provide when registering or configuring your account.

Business and agent configuration — the information you enter to set up your AI agent, such as your services, pricing, business hours, knowledge base content, and escalation contacts.

Channel credentials — where you choose to connect a channel, the credentials required to operate it on your behalf (for example a Twilio Account SID and Auth Token, an email address and app password, or a WhatsApp Business API token). These are encrypted at rest.

Customer conversation content — the messages, call transcripts, and contact details of the people who contact your business through a connected channel, along with the replies generated by the AI agent, so that they can be shown to you in your dashboard as conversations and leads.

Payment information — when you subscribe to a paid plan, payment is processed by our payment provider (Razorpay). We do not collect or store your full card number, card expiry, CVV, UPI PIN, or bank credentials. We receive only a payment/subscription reference, status, and billing-cycle dates from Razorpay.

Usage and technical data — log data such as IP address, browser type, pages visited, actions taken in the dashboard, timestamps, and error diagnostics, used to operate, secure, and improve the Service.

Cookies — see Section 10.

We use the information described above only to:

• operate the Service — run your AI agent, deliver and receive messages on the channels you connect, and show you conversations and captured leads; • authenticate you and secure your account; • process your subscription payments and manage your plan and entitlements; • provide customer support and respond to your requests; • monitor, maintain, debug, and improve the Service, and protect it against fraud, abuse, and security threats; • comply with our legal obligations.

We do not sell your personal data or your customers' conversation data. We do not use your customers' conversation content to train third-party AI models beyond what is required to generate a reply to that specific message.

We take the security of your data seriously and apply industry-standard safeguards, including:

• encryption in transit — all traffic between you, the Service, and our providers is encrypted using TLS (HTTPS); • encryption at rest — sensitive stored values, including the third-party channel credentials you connect, are encrypted using managed key infrastructure (AWS KMS); • access controls — access to production systems and data is restricted to authorized personnel on a need-to-know basis, and application access is protected by authenticated, token-based sessions; • hardened infrastructure — the Service runs on Amazon Web Services (AWS), a leading cloud provider with its own certified physical and network security.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for keeping your account password confidential and for the security of the third-party accounts whose credentials you connect.

The Service depends on third-party providers to function. When you use the Service, certain data is shared with these providers so they can perform their service:

• Razorpay — payment processing and subscription billing. • Twilio — sending and receiving SMS, voice calls, and WhatsApp messages, where you connect a Twilio-based channel. • Meta Platforms / WhatsApp Business Platform — sending and receiving WhatsApp messages, where you connect WhatsApp directly. • AI / large language model providers — generating the AI agent's replies from the message content and the configuration you provide. • Email / SMTP providers (for example Gmail) — sending and receiving email on your behalf, using the credentials you connect. • Amazon Web Services (AWS) — cloud hosting, storage, and infrastructure.

Each of these providers is an independent third party. They collect, process, store, use, and protect data in accordance with their own privacy policies and terms of service, over which we have no control. Dialeko is not responsible or liable for how any third-party provider handles data once that data has been transmitted to them, including any breach, misuse, retention, or disclosure of data by that third party. We strongly encourage you to review the privacy policy and terms of each provider you connect or rely on before using the Service.

Beyond these operational providers, we disclose personal data only: (a) to comply with applicable law, regulation, legal process, or an enforceable governmental request; (b) to enforce our Terms of Service or protect the rights, property, or safety of Dialeko, our users, or the public; or (c) in connection with a merger, acquisition, or sale of assets, in which case we will require the recipient to honour this Privacy Policy.

All card, UPI, netbanking, and wallet payment data is collected and processed directly by Razorpay on their PCI-DSS compliant systems. This data does not pass through and is never stored on Dialeko's servers. Any questions about how your payment instrument data is handled should be directed to Razorpay and are governed by Razorpay's own privacy policy and terms.

We retain your account information, business configuration, conversation, and lead data for as long as your account is active, so that your dashboard remains accurate and complete.

If you delete your account, or request deletion, we will delete or irreversibly anonymise your personal data and your stored channel credentials within a reasonable period, except where we are required to retain certain records (for example transaction and tax records) to comply with the law. Backups are purged on a rolling schedule.

The Service is hosted on AWS infrastructure and relies on the third-party providers listed above, some of which operate outside your country of residence. By using the Service you acknowledge that your data, and your customers' data, may be processed and stored in locations outside your jurisdiction, subject to the safeguards described in this policy.

Subject to applicable law, you may:

• request a copy of the personal data we hold about you; • request correction of inaccurate or incomplete data; • request deletion of your account and associated data; • export your data in a portable format; • withdraw consent where processing is based on consent.

To exercise any of these rights, contact us using the details in Section 12. We may need to verify your identity before acting on a request. We will respond within the timeframe required by applicable law.

Note that you are the data controller for your customers' conversation data, and Dialeko acts as a processor of that data on your behalf; requests from your customers about their data should be directed to you.

Our website and dashboard use cookies and similar local-storage technologies that are strictly necessary to keep you signed in and to remember basic preferences such as light/dark theme. We may also use limited, privacy-respecting analytics to understand aggregate usage. You can block or delete cookies through your browser settings, but the dashboard may not function correctly without the strictly necessary ones.

The Service is intended for use by businesses and by individuals who are at least 18 years old. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, contact us and we will delete it.

If you have any questions, concerns, or requests regarding this Privacy Policy or your data, contact us at:

Email: official@knowledgesungroupw.com

We will make reasonable efforts to respond promptly.

We may update this Privacy Policy from time to time. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, notify you by email or through the dashboard. Your continued use of the Service after a change takes effect constitutes acceptance of the revised policy.

This Privacy Policy is governed by and construed in accordance with the laws of India, and any disputes relating to it are subject to the exclusive jurisdiction of the courts of India.