Privacy Policy

Hexcode Think Private Limited, having its registered office at GIFT City, Gandhinagar, Gujarat, India (hereinafter referred to as "Superblock"/"We"/"Us"/"Our"), on behalf of itself and its affiliates/group companies, offers a conversational software-as-a-service solution that enables its customers to manage and automate their conversations across various messaging platforms, including automation, team inbox, campaigns, omnichannel messaging, AI chatbot, and social media automation, under the name "Superblock" (hereinafter referred to as the "Service"). Superblock services are available both on the web browser ("Website") and as a mobile application ("App"), accessible at www.superblock.chat.

This Privacy Policy (hereinafter referred to as "Policy") helps users accessing the Website/App ("User"/"You"/"Your") and the Service therein understand the type of information collected, the purpose for which the information is collected, how the information is used, the intended recipients of such information, and how the information is protected. We take protection and proper use of Your information seriously and are committed to protecting such information in Our possession. We advise You to read this Policy carefully prior to Your access of the Website/App, use of the Services, or creation of an Account on the Website/App. If You do not agree to this Policy, please do not access Our Website/App, use Our Services, or create an Account on the Website/App.

If We learn that We have collected Personal Information (defined below) from a User who is under the age of 18 that was not provided under the supervision and consent of the minor's parents or guardians, We will promptly delete such information. If You believe that We have collected Personal Information from someone under the age of 18, please contact us at support@superblock.chat.

This Policy is published and shall be construed in accordance with the provisions of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data of Information) Rules, 2011 and the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021 under the Information Technology Act, 2000, and other applicable Indian laws that require publishing of a privacy notice for the collection, usage, storage, disclosure, and transfer of sensitive personal data or information.

Any capitalized terms used herein without definition shall have the meanings assigned to them in Our Terms of Use.

INFORMATION COLLECTED BY US

When You access Our Website/App, avail a demo of the Service, and/or sign up on the Website/App for a free trial of the Service, We shall collect certain information from You, the details of which are provided hereinafter. The categories and sources of information collected by Us are as follows:

Personal Information

Any information that relates to You as a natural person, which, either directly or indirectly, in combination with other information available or likely to be available to a body corporate, is capable of identifying You, including, without limitation, information provided by You while signing up for or availing the Service, such as:

• Your name
• Phone numbers used for WhatsApp, SMS, RCS, or other messaging services
• Email addresses used for Email communications
• Messaging and communication preferences, including opt-in and opt-out status
• Message delivery, engagement, and communication metadata
• Company name and address
• Your designation
• Web address of Your company
• Social media login credentials
• Billing and payment information
• Any other identifiers and sensitive/personal information as defined under the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data of Information) Rules, 2011, as amended from time to time, and such other data privacy laws whether now in force or in future (“Personal Information”).

Usage Information

Information that is not Personal Information but is collected in relation to Your use of the Website/App, or is required for its proper functioning and development, including, without limitation:

• Time, date, and extent of Your usage of the Website/App and its features (automation, team inbox, campaigns, omnichannel, AI chatbot, social media automation);
• Your usage and search history within the Website/App;
• Device keyboard settings;
• Time zone, language, screen resolution, and other usage preferences You select;
• The URL or advertisement that may have directed You to the Website/App;
• Other device and Website/App access information, viz. Your IP address, operating system, browser type, referring/exit pages, and other unique device identifiers, as well as Your push notification token.

Behavioral Information

Information connected with Your activity on the Website/App across all Your devices using Your email or social media log-in details, as well as the Services You search, and Your opt-ins and communication preferences.

Location Data

Information about Your location when accessing and/or using the Website/App, if You choose to opt in. With Your permission, We may collect Global Positioning System (GPS) data and mobile device location information. You may switch off location services via Your device settings at any time.

Contact List and Files

We allow You to upload Your existing contact list containing names, mobile numbers, emails, and other data fields to initiate conversations, run campaigns, and enable omnichannel and chatbot functionality through Our Website/App. We also collect information related to audio, video, and other rich media files (such as PDF documents) that You choose to share with Your customers through the Website/App.

Cookies

We and Our service providers and business partners use cookies and other similar technologies (e.g., web beacons, flash cookies) ("Cookies") to automatically collect information, measure and analyze usage, enhance Your experience, improve the Website/App, provide advertising, and measure advertising effectiveness. Cookies enable certain features and functionality of the Website/App.

Device Information

We collect information about computers, phones, and other connected devices, including operating system, hardware and software versions, battery status, signal availability, available storage space, browser type, app or file names and types, and plug-ins; device activity information; unique identifiers and device IDs; Bluetooth signals and information about nearby WiFi access points, beacons, and cell towers; and, where permitted by You, GPS location, camera or photo access, mobile operator/ISP name, language, time zone, mobile phone number, IP address, and connection speed.

Third-Party Information

Information about You that We may receive from third-party services, such as advertising partners, data providers, and analytics providers.

We may collect Your third-party social media network information, including Your contact lists for those services, if You choose to link or sign up using a third-party network or login service (such as Facebook, Instagram, WhatsApp Business, Google, or X/Twitter). If You link Your Account to another service, We may receive information about Your use of that service.

Use of Your Google User Data

Superblock's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. Superblock will not use Google data for serving advertisements. Google data, including Google Workspace APIs data, is not used to develop, improve, or train generalized/non-personalized AI and/or ML models.

Use of Your Meta User Data

Superblock integrates with Meta's platforms (including WhatsApp Business API, Facebook Messenger, and Instagram Messaging) to enable omnichannel messaging, campaigns, automation, and AI chatbot features. Superblock's use and transfer to any other app of information received from Meta APIs (including but not limited to the WhatsApp Business Platform, Facebook Graph API, and Instagram Graph API) will strictly adhere to Meta's Platform Terms, the WhatsApp Business Messaging Policy, and Meta's Developer Policies.

Data obtained through Meta APIs (such as message content, contact phone numbers, profile information, and message metadata) is used solely to provide, maintain, and improve the Service for the User's business account — including message delivery, automation workflows, chatbot responses, campaign management, and reporting — and is not sold, rented, or shared with unrelated third parties. Superblock will not use Meta data for serving advertisements. Meta Platform data is retained only for as long as necessary to provide the Service and in accordance with Meta's data retention and deletion requirements, and is deleted or de-identified upon a valid deletion request or account termination, subject to Our legal retention obligations described in this Policy.

Use of Messaging and Communication Services

Superblock provides communication and automation services across multiple channels, including WhatsApp, Instagram, Facebook Messenger, RCS, SMS, and Email. Depending on the Services You use, We may process contact information, message content, delivery information, communication preferences, and related metadata to send, receive, manage, automate, and monitor communications on Your behalf.

For SMS and RCS messaging, this may include phone numbers, sender information, message content, delivery and engagement status, and opt-in or opt-out information. For Email services, this may include email addresses, sender and recipient information, email content, delivery status, open or click information, and communication preferences, where applicable.

We process such information only as necessary to provide the Services, including message delivery, campaigns, automation, customer support, analytics, reporting, and communication management. Where required by applicable law or the policies of the relevant messaging provider, You are responsible for obtaining appropriate consent and maintaining valid opt-in records for communications sent through the Service.

We may use third-party communication and infrastructure providers to deliver SMS, RCS, Email, WhatsApp, and other messages. Such providers may process information necessary to deliver communications and provide related services on Our behalf. We require such providers to process information in accordance with applicable agreements, security requirements, and applicable law.

SHARING YOUR INFORMATION

Public Information

Personal Information that You upload to the Website/App (such as certain Account profile information) may automatically, or upon Your selection, be made available to other Users on the Website/App (for example, within a shared team inbox).

Legal Reasons

We may disclose information We collect to respond to summons, court orders, legal process, law enforcement requests, legal claims, or government inquiries, and to protect and defend the rights, interests, safety, and security of Us, the Website/App, Our affiliates, Users, or the public, or to comply with applicable law.

Sale, Merger, or Other Business Transfer

We may share information We collect in connection with a substantial corporate transaction, such as the sale of the business, a merger, consolidation, asset sale, or in the unlikely event of bankruptcy.

Service Providers and Business Partners

We share categories of Personal Information listed above with service providers and business partners to help Us perform business operations, including research, database maintenance, technology services, delivery of messages/campaigns, sending communications, advertising, analytics, measurement, data storage and hosting, disaster recovery, search engine optimization, marketing, and data processing. These may include:

• Advertising, marketing, and analytics vendors;
• Cloud and hosting providers;
• Research providers;
• Customer and technical support providers;
• Messaging and communication platform partners, including Meta, Google, SMS providers, RCS providers, Email providers, and other communication infrastructure providers, as applicable to the Service You use.

Third Parties

We may share aggregated usage information and may otherwise disclose non-Personal Information to third parties. Absent Your prior consent, We will share Your Personal Information with third parties only in the ways described in this Policy.

We may use third parties to outsource aspects of Our business and/or Website/App operations (such as customer service, data processing, web analytics, maintenance, online advertising, and security services). Such third parties will only use Your Personal Information to the extent necessary to perform their functions and will be contractually bound to process it only on Our behalf and in compliance with Our instructions.

We will also share Your information with any member, subsidiary, parent, or affiliate of Our corporate group to assist in the improvement and optimization of the Website/App, prevent illegal use, and for Our internal business purposes.

In the unlikely event of Our bankruptcy, insolvency, reorganization, receivership, or assignment for the benefit of creditors, We may not be able to control how Your Personal Information is treated, transferred, or used.

YOUR RIGHTS

In certain circumstances, You have the right to access the Personal Information We hold about You and to correct, update, or request deletion of it. Prior to fulfilling such a request, We will ask You to verify Your identity. You have the following rights:

• The right to request rectification, removal, or restriction of Your Personal Information;
• The right to require, free of charge, (i) confirmation of whether We process Your Personal Information, and (ii) access to a copy of the Personal Information retained;
• The right to take legal action in relation to any breach of Your rights regarding the processing of Your Personal Information, and to lodge complaints before the competent data protection authority;
• The right not to be subject to automated individual decisions that produce legal effects on You or similarly significantly affect You;
• Where processing is based on Your consent, the right to withdraw such consent at any time, without affecting the lawfulness of processing carried out before such withdrawal;
• Where processing is based on Your consent or necessary for performance of a contract with You and is carried out by automated means, the right to receive Your Personal Information in a structured, commonly used, machine-readable format, or to have it transmitted directly to another company, where technically feasible (data portability);
• Where We process Your Personal Information on the basis of Our legitimate interests, the right to object to such processing at any time, stating the grounds for objection so We may examine and, where appropriate, adjust Our processing accordingly.

SECURITY

We follow generally accepted standards to protect the Personal Information submitted to Us, both during transmission and once received. No method of transmission over the internet or electronic storage is 100% secure, and We cannot guarantee absolute security. Questions about security may be directed to support@superblock.chat.

We use a combination of firewalls, encryption techniques, and authentication procedures to protect Our online accounts and systems from unauthorized access. When You register for the Service, We require a password for Your privacy, and login credentials are transmitted securely. Our servers are hosted in secure facilities with multi-level authentication and monitoring. Our databases are protected from general employee access, both physically and logically, and only authorized, trained employees have access to Personal Information.

STORAGE AND TRANSFER OF INFORMATION

Information collected by Us may be stored and processed in India or any other country in which We or Our agents/service providers (including cloud and hosting providers) maintain facilities. By using the Website/App, You expressly consent to such transfer and storage outside Your country of residence, where data protection laws may differ. We will take reasonable measures to maintain an adequate level of data protection when transferring Your Personal Information internationally.

We strive to keep Our processing activities as limited as possible. In the absence of a specific retention period set out in this Policy, Your Personal Information will be retained only for as long as necessary to fulfil the purpose for which it was collected, and as required by statutory retention requirements. Typically, We retain Your Personal Information for as long as Your Account is active and for up to 180 days following account disconnection; upon request, it can be deleted within 7 to 30 days, subject to any longer retention required by law or ongoing legal proceedings. We may from time to time transfer or merge information collected offline into Our online databases. This Policy applies to Your information for as long as it remains in Our possession, even after You discontinue use of the Website/App.

In the event We undergo reorganization, sale, or merger, or sell all or substantially all of Our assets, any Personal Information We hold about You may be transferred to the reorganized entity or third party in compliance with applicable law.

LINKS TO THIRD-PARTY WEBSITES

The Website/App may include links to other websites, applications, or services ("Third-Party Sites"), whose privacy practices may differ from those set out herein. Such links do not constitute Our endorsement of those Third-Party Sites or their products/services. If You visit or submit information to a Third-Party Site, that visit and information is governed by its own privacy policy. We are not responsible for the privacy practices of any Third-Party Sites, and You access them at Your own risk.

INTIMATION BY YOU REGARDING CHANGE IN PERSONAL INFORMATION

If Your Personal Information changes, You must update it as soon as possible using the "Edit" option in Our Website/App. If You wish to cancel Your Account or stop Us from using Your information to provide Services, You may delete Your Account through the "Delete" option. We will retain and use Your information as necessary to comply with legal obligations, resolve disputes, and enforce Our agreements.

EMAIL NOTIFICATIONS AND OPT-OUT

We maintain a strict "no-spam" policy. Unless You have opted out, by accepting the Terms of Use and this Policy, You agree that We may contact You through Email, SMS, RCS, or other supported communication channels for administrative notices, service updates, product/service enhancements, or marketing communications, where permitted by applicable law and based on the required consent or communication preferences. You may opt out of promotional communications using the instructions provided in the relevant message or by contacting support@superblock.chat. Certain transactional, security, account, or service-related communications may still be sent when necessary to provide the Services. We will process opt-out requests within a reasonable period and in accordance with applicable law and provider requirements.

CHANGES TO THIS POLICY

We may update this Policy from time to time. When We do, We will update the "Last Updated" date at the top of this Policy and post the revised Policy, along with any other notice required by applicable law. We recommend You review this Policy each time You visit the Website/App to stay informed of Our privacy practices.

CONTACT US

If You wish to make a complaint or request concerning Your Personal Information or Our privacy practices, or have questions, concerns, or comments about this Policy, please contact Us at support@superblock.chat. We will endeavor to address Your request as soon as possible. This is without prejudice to Your right to lodge a complaint with a competent data protection authority or to follow the dispute resolution process set forth in Our Terms of Use.