Privacy Policy

1. Introduction

Mersal ("we", "our", or "us") is committed to protecting the privacy and security of personal data. This Privacy Policy explains how we collect, use, store, and protect information when organizations and their users interact with our customer communication platform and related services.

Our services are designed for businesses, enterprises, and government entities that require secure, reliable, and compliant communication systems.

2. Information We Collect

We collect only the information necessary to provide and operate our services.

2.1 Information Provided by Businesses

• Account information (company name, contact details, authorized users)
• Configuration data related to communication channels
• Support requests and service-related communications

2.2 Information Processed on Behalf of Customers

When businesses use Mersal to communicate with their end users, we may process:

• Messages and message metadata
• Contact identifiers (such as phone numbers or usernames)
• Communication timestamps and delivery status

Mersal processes this data solely on behalf of the business and according to their instructions.

2.3 Automatically Collected Information

• IP addresses
• Device and browser information
• Usage logs and diagnostic data

This data is used for security, performance monitoring, and service improvement.

3. How We Use Information

We use collected data for the following purposes:

• Providing and operating the Mersal platform
• Enabling customer communication across supported channels
• Ensuring platform security and preventing abuse
• Monitoring system performance and reliability
• Complying with legal and regulatory requirements

We do not sell, rent, or trade personal data.

4. Messaging & Meta Platform Data

When businesses connect messaging channels provided by Meta (such as WhatsApp, Facebook, or Instagram), Mersal:

• Processes messages only to deliver communication between businesses and their customers
• Does not use message content for advertising or profiling
• Does not access conversations beyond what is technically required to provide the service

Message data is handled in accordance with Meta Platform Policies and applicable data protection laws.

5. Data Sharing

We share data only in the following limited cases:

• With service providers supporting infrastructure, security, and hosting
• When required by law, regulation, or government authority
• To protect the rights, safety, and security of Mersal, our customers, or the public

All third parties are bound by confidentiality and data protection obligations.

6. Data Retention

We retain personal data only for as long as necessary to:

• Provide our services
• Meet contractual obligations
• Comply with legal and regulatory requirements

Businesses control retention settings for their communication data where applicable.

7. Data Security

We implement administrative, technical, and organizational measures to protect data, including:

• Secure access controls
• Encrypted data transmission
• Monitoring and logging
• Regular security reviews

While no system can be 100% secure, we continuously work to maintain a high level of protection.

8. Data Ownership & Control

Businesses using Mersal retain ownership of their data.

Mersal acts as a data processor, not a data owner, for customer communications.

End users should contact the business they communicated with to exercise data rights such as access, correction, or deletion.

9. International Data Transfers

Where data is processed or stored outside the user's country, Mersal ensures appropriate safeguards are in place in accordance with applicable laws.

10. Children's Privacy

Mersal services are not intended for use by individuals under the age of 18. We do not knowingly collect personal data from children.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be published on this page with a revised effective date.

12. Contact Information

For privacy-related questions or requests, contact us at:

• Email: privacy@mersal.cloud
• Company: Mersal Cloud Ltd.