Privacy Policy

Introduction & Who We Are

Welka ("we", "us", "our") is an AI receptionist service operated by Out Thinking Electronics Pvt Ltd, a company incorporated in India under the Companies Act, 2013, with its registered office in Bangalore, Karnataka.

This Privacy Policy describes how Welka collects, uses, stores, shares, and protects information when you ("you", "user", "customer") use our website at welka.ai, our AI receptionist platform, and related services (collectively, the "Service").

We are committed to protecting your privacy and complying with the Digital Personal Data Protection Act, 2023 (DPDP Act) of India and other applicable data protection laws.

By using Welka, you agree to the collection and use of information in accordance with this Privacy Policy.

Information We Collect

2.1 Information You Provide When You Sign Up

When you create a Welka account, we collect:

• Your name, email address, and phone number
• Your business name, address, and industry
• Login credentials (passwords are stored hashed and salted)
• Payment information (processed securely through our payment partners)

2.2 Information About Your Business

During onboarding, our AI captures details about your business that you provide:

• Project or service details (e.g., real estate project specifics, service offerings)
• Pricing, configurations, locations, amenities
• Sales contact information for call routing
• Operating hours, holidays, and policies
• Any other information you choose to share to configure your AI

2.3 Information We Collect From Calls Handled by Your AI

When a customer calls a phone number assigned by Welka to your business, we collect:

• Caller's phone number (which is automatically captured by our telephony provider)
• Audio recording of the call
• Text transcript generated from the recording
• Any information the caller voluntarily shares during the conversation (name, requirements, budget, preferred times, etc.)
• Date, time, and duration of the call

2.4 Usage Information

We automatically collect information about how you use our Service:

• Pages you visit, features you use, and actions you take in the dashboard
• Device information (browser type, operating system, IP address)
• Log data (timestamps, error logs, performance metrics)

How We Use Your Information

We use the information we collect to:

• Provide the Service: Operate the AI receptionist, route calls, send WhatsApp notifications, and maintain your dashboard
• Process payments: Bill your subscription, send invoices, and process refunds
• Communicate with you: Send service updates, billing notifications, security alerts, and respond to your support requests
• Improve the Service: Analyze usage patterns to improve AI quality, fix bugs, and develop new features
• Train your AI: Use information you provide and the learning loop to improve your AI's responses over time. Your business's data is used only to improve YOUR AI, not other customers' AIs.
• Ensure security: Detect and prevent fraud, abuse, and security incidents
• Comply with legal obligations: Respond to lawful requests from authorities, comply with tax laws, and enforce our Terms of Service

Sharing Your Information

We do not sell your personal information or your customers' data. We share information only as follows:

4.1 Service Providers

We share information with trusted third-party service providers who help us operate the Service:

• Telephony providers (e.g., Plivo) for call handling and recording
• WhatsApp Business API providers (BSPs) for sending WhatsApp messages
• Cloud infrastructure providers (e.g., DigitalOcean, AWS) for hosting and storage
• AI/ML service providers for transcription and natural language processing
• Payment processors (e.g., Razorpay) for subscription billing
• Analytics providers for understanding service usage

These providers are bound by confidentiality and data protection obligations.

4.2 Legal Compliance

We may disclose information when required by law, court order, or government request, or to protect our rights, your safety, or the safety of others.

4.3 Business Transfers

If Welka is involved in a merger, acquisition, or asset sale, your information may be transferred. We will notify you before your information is transferred and becomes subject to a different privacy policy.

Call Recordings & Transcripts

Our Service records calls answered by your AI receptionist and generates transcripts. This is fundamental to how Welka works.

5.1 Notification

Your AI begins each call with a brief notification that the call is being handled by an AI assistant. You are responsible for ensuring this notification meets the legal requirements applicable to your business and jurisdiction.

5.2 Use of Recordings

Call recordings and transcripts are used to:

• Generate the WhatsApp summary sent to you
• Enable you to listen back or read transcripts in your dashboard
• Improve your AI's responses over time
• Resolve disputes between you and your customers (when requested)

5.3 Caller's Rights

Callers have the right to request access to or deletion of their data. As Welka processes this data on your behalf, requests should generally be directed to your business. We will assist you in fulfilling such requests.

WhatsApp Communications

Welka uses the WhatsApp Business API to send notifications about your business. By providing your WhatsApp number to Welka, you consent to receiving:

• Lead capture notifications when your AI handles a call
• Daily summaries of your AI's activity
• Service alerts (low minutes, payment failures, etc.)
• Onboarding and learning loop questions
• Important service updates

You can adjust which notifications you receive through your dashboard. You may opt out of marketing communications at any time, but transactional notifications (billing, security) cannot be disabled while you are an active customer.

WhatsApp's own Privacy Policy applies to messages sent through the WhatsApp Business platform: https://www.whatsapp.com/legal/privacy-policy

Payment Information

We do not store your full credit card or bank account details on our servers. Payment processing is handled by PCI-DSS compliant payment processors (such as Razorpay). We retain only the information needed to manage your subscription:

• Subscription status and plan details
• Billing history and invoice records
• The last 4 digits of your card (for your reference only)
• GST registration details if you provide them

Data Storage & Security

Your data is stored on secure servers located in India and other regions where our cloud providers operate. We implement reasonable technical and organizational measures to protect your information:

• Encryption of data in transit (TLS/HTTPS)
• Encryption of sensitive data at rest (AES-256)
• Access controls limiting who can view your data
• Regular security audits and updates
• Secure backup procedures

However, no method of transmission or storage is completely secure. While we work to protect your data, we cannot guarantee absolute security.

Data Retention

We retain your information as follows:

• Account information: For as long as your account is active
• Call recordings & transcripts: 12 months by default, configurable in your dashboard
• Lead and customer data captured by your AI: Until you delete it or close your account
• Billing records: 8 years after the financial year, as required by Indian tax law
• Logs and analytics: 90 days, after which they are anonymized

When you close your account, we delete personal data within 90 days, except where retention is required by law.

Your Rights Under DPDP Act 2023

As a person whose data we hold ("Data Principal" under DPDP Act), you have the following rights:

• Right to Access: Request a copy of the personal data we hold about you
• Right to Correction: Request correction of inaccurate or incomplete data
• Right to Erasure: Request deletion of your data, subject to legal obligations
• Right to Grievance Redressal: Lodge a complaint about how your data is being handled
• Right to Nominate: Designate another person to exercise your rights in case of incapacity
• Right to Withdraw Consent: Withdraw consent for processing where consent is the legal basis

To exercise these rights, contact us at the email address below. We will respond within the timelines required by law.

Cookies & Tracking

Our website uses cookies and similar technologies to:

• Keep you signed in to your dashboard
• Remember your preferences
• Analyze how visitors use our website
• Understand the effectiveness of our marketing

You can control cookies through your browser settings. Disabling cookies may limit some features of our Service.

Third-Party Services

Our Service may contain links to third-party websites or integrate with third-party services (e.g., Google Calendar, CRMs). This Privacy Policy does not apply to those third parties. We encourage you to read their privacy policies.

Children's Privacy

Welka is a B2B service intended for use by businesses. We do not knowingly collect personal information from children under 18. If you believe a child has provided us with personal information, please contact us so we can delete it.

Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by email or through the Service. The "Last updated" date at the top of this policy indicates when it was last revised.

Continued use of the Service after changes are posted constitutes acceptance of the updated policy.

Contact Us

If you have any questions about this Privacy Policy or our data practices, or wish to exercise your rights, contact us:

We will acknowledge your inquiry within 7 working days and respond substantively within the timelines required by applicable law.