Privacy Policy

BIENS LIMITED ("Wordesk", "we", "our", or "us") respects your privacy. This Privacy Policy describes how we collect, use, disclose, retain, and protect personal data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018, and, where applicable, the EU General Data Protection Regulation.

Wordesk.ai is a product of BIENS LIMITED, located at Unit 501, Leroy House, 434-436 Essex Road, London, England, N1 3FY.

We act as a data controller for information collected through our website, demo booking process, and direct business relationship with you. When a business customer uses Wordesk to manage end-customer communications, that customer generally acts as the data controller and we act as its data processor under our agreement with that customer.

The data we collect depends on how you interact with Wordesk.

• Business and account data, including your name, business email, telephone number, company, role, website, login details, and account preferences.
• End-customer communication data, including message content, attachments, contact identifiers, order details, conversation history, and support or sales requests processed on behalf of our customers.
• Integration data received from connected e-commerce, messaging, calendar, and business tools, subject to the permissions you grant.
• Technical and usage data, including IP address, device and browser information, timestamps, logs, feature usage, and security events.
• Demo and scheduling data, including the information you submit, preferred date and time, and meeting details.

We collect data directly from you, from your organisation, automatically when you use our website or platform, and from services that you choose to connect to Wordesk. Business customers are responsible for ensuring that they have a lawful basis to provide end-customer data to us.

We use personal data only where we have a valid legal basis, including performance of a contract, legitimate interests, compliance with legal obligations, and consent where required.

• Provide, configure, secure, maintain, and support the Wordesk service.
• Process and route messages, recommend products, support order creation, and deliver requested automation.
• Manage accounts, demo requests, calendar bookings, customer support, and service communications.
• Monitor reliability, prevent fraud and abuse, troubleshoot problems, and improve service performance.
• Comply with law, enforce our agreements, and protect the rights, safety, and security of Wordesk, our customers, and others.

Wordesk uses artificial intelligence to analyse conversations and assist with tasks such as drafting replies, recommending products, routing requests, and supporting order workflows. Depending on a customer's configuration, outputs may be delivered automatically or reviewed by a human agent. We require our service providers to process data only for authorised purposes and under appropriate contractual safeguards.

When a customer connects WhatsApp Business or another Meta service, we may process message content, telephone numbers, profile names, identifiers, attachments, and related metadata provided through Meta APIs. We use this data only to provide the messaging, customer service, and automation functions requested by our business customer.

We do not sell or rent WhatsApp data, and we do not use it for advertising or unrelated profiling. Processing is subject to applicable Meta platform terms and our agreement with the business customer.

We do not sell personal data. We may disclose it to vetted service providers that help us operate Wordesk, such as cloud hosting, AI, messaging, e-commerce integration, analytics, security, communications, and scheduling providers. These providers may process data only under our instructions and contractual safeguards.

We may also disclose data when required by law, to protect legal rights or safety, in connection with a corporate transaction, or at your direction. Where our customer is the controller, that customer's privacy policy also applies to its use of end-customer data.

Some providers may process data outside the United Kingdom or European Economic Area. Where required, we use recognised safeguards such as adequacy regulations or decisions, the UK International Data Transfer Agreement or Addendum, and the European Commission's Standard Contractual Clauses.

We retain personal data only for as long as needed for the purposes described in this policy, to provide the service, resolve disputes, enforce agreements, and meet legal, accounting, or security obligations. Retention periods vary by data type, customer configuration, and contractual requirements. We delete or anonymise data when it is no longer required.

We use technical and organisational measures designed to protect personal data, including access controls, encryption where appropriate, secure infrastructure, logging, monitoring, and staff access restrictions. No system is completely secure, so we cannot guarantee absolute security.

Subject to applicable law, you may have rights to access, correct, erase, restrict, or object to processing of your personal data, request portability, and withdraw consent. You may also complain to the UK Information Commissioner's Office or your local supervisory authority.

For data that we process on behalf of a Wordesk business customer, please contact that business first. We will assist the customer in responding to valid requests. To exercise rights concerning data we control, contact [email protected].

We use essential cookies and similar technologies for security, session management, and core functionality. We may use optional analytics technologies to understand and improve our services where permitted by law and, when required, with your consent. You can control non-essential cookies through available consent controls and browser settings.

Wordesk is a business service and is not directed to children under 16. We do not knowingly collect personal data directly from children. If you believe a child has provided personal data to us, please contact us.

We may update this Privacy Policy to reflect changes to our services, practices, or legal obligations. We will publish the revised policy on this page and update the date above. We will provide additional notice where a material change requires it.

For privacy questions or requests, email [email protected] or write to BIENS LIMITED, Unit 501, Leroy House, 434-436 Essex Road, London, England, N1 3FY.