1. Overview & Application Identity
Welcome to RO Service Pro ("we", "our", "us", or "the Platform"). RO Service Pro is an enterprise cloud-based Software-as-a-Service (SaaS) application developed specifically for water purifier (RO) sales and maintenance dealerships, service technicians, and their clients.
We are committed to maintaining the highest level of privacy and protection for the personal and business data processed through our platform. This Privacy Policy outlines our practices regarding data collection, processing, storage, and user consent, particularly in connection with our WhatsApp Business Cloud API messaging features, payment processing, and field technician mobile portals.
2. Information We Collect
In operating our multi-tenant SaaS application, we collect and process the following categories of information:
A. Business Account & User Information
- Business Details: Business name, owner name, business email address, mobile phone number, GSTIN, business address, and branch locations.
- Staff & Technician Profiles: Staff names, mobile numbers, assigned branches, and operational roles (e.g., Business Owner, Branch Manager, Technician).
- Account Credentials: Passwords (securely hashed with bcrypt algorithm) and session tokens.
B. End-Customer & Machine Information (Managed by Subscribers)
- Customer Contact Details: Customer full name, mobile number, WhatsApp phone number, service address, and geographic area.
- Water Purifier (RO) Equipment Data: RO brand, model, serial number, installation date, warranty dates, filter replacement intervals, and Annual Maintenance Contract (AMC) dates.
- Service Job Records: Customer reported complaints, technician diagnoses, parts replaced, before-and-after service photos, customer signatures upon service completion, and labour charges.
C. Financial & Transactional Records
- Invoice records, payment dates, payment modes (UPI, Cash, Bank Transfer), and subscription transaction IDs processed via authorized payment gateways (e.g., Razorpay). We do not store raw credit card numbers or banking passwords.
D. Cookies & Website Analytics (Public Marketing Pages Only)
We use standard analytics cookies and measurement tags (such as Google Analytics and Meta Pixel) exclusively on our public-facing marketing pages (including the homepage, pricing, and registration pages) to monitor website performance and visitor trends. These analytics cookies are never loaded inside authenticated dashboard areas, technician portals, or customer records. Meta's automatic advanced matching is strictly disabled, ensuring no names, phone numbers, or email addresses are ever scraped or sent to analytics providers.
3. How We Use Your Data
We process the information collected for specific, legitimate business purposes:
- Facilitating RO Service Management: Enabling dealerships to schedule maintenance visits, assign jobs to field technicians, generate job completion signoffs, and issue tax invoices.
- Automated Reminder Dispatch: Delivering scheduled service reminders (such as 3-month or 6-month sediment/carbon filter replacement due dates) and AMC renewal alerts.
- Account Verification & Security: Verifying business owner email addresses and enforcing strict tenant-isolated role-based access control.
- Customer Support & System Improvements: Diagnosing service faults with intelligent RO troubleshooting rules and providing technical customer support.
4. WhatsApp Business & Meta Cloud API Messaging
Meta App Review Compliance
Transparent Messaging Commitment: RO Service Pro uses the Meta Platforms, Inc. WhatsApp Business Cloud API strictly for transactional and utility service communication requested by registered water purifier service businesses and their verified customers.
A. Nature of WhatsApp Messages
WhatsApp messages transmitted through RO Service Pro include strictly utility and customer service communications:
- Service Due Alerts: Notifications reminding customers that their RO filters or scheduled service is due for renewal.
- Technician Updates: Real-time alerts notifying customers when a technician is on the way or has accepted a service job.
- Electronic Invoices: Sending digital tax invoice PDF download links and receipt acknowledgments directly to the customer's WhatsApp number.
- AMC Renewal Notices: Advance reminders before an annual maintenance contract expires.
B. Strict Restrictions on Promotional Spam
- We never sell, lease, or distribute phone numbers or customer WhatsApp contact details to marketing agencies, ad brokers, or third-party advertisers.
- All automated WhatsApp messages require explicit template approval from Meta Platforms and are sent only to recipients with an existing customer-dealer relationship.
C. Opt-Out & Customer Consent
Recipients who prefer not to receive automated WhatsApp reminders can opt out at any time by replying STOP or UNSUBSCRIBE to any WhatsApp message, or by requesting their service dealer to update their notification preferences in the customer profile.
5. Third-Party Service Providers
To deliver our cloud service, we partner with industry-standard, SOC 2 and ISO compliant third-party infrastructure providers:
| Provider |
Purpose |
Data Processed |
| Meta Platforms, Inc. |
WhatsApp Cloud API communication delivery |
Recipient phone number and template message content |
| Razorpay Software Pvt. Ltd. |
SaaS subscription billing & payment gateway |
Payment transaction references, amounts, and billing details |
| Google LLC (Gemini API & GA4) |
AI RO Diagnostics & Public Website Traffic Analytics |
Anonymized diagnostic inputs; non-personally identifiable website metrics on public marketing pages |
| Meta Platforms, Inc. (Pixel) |
Public Web Traffic & Conversion Measurement |
Non-personally identifiable page visits and conversion counts with Automatic Advanced Matching disabled |
6. Multi-Tenant Architecture & Data Security
Security and multi-tenant isolation are central pillars of RO Service Pro:
- Multi-Tenant Data Isolation: Every business is issued an isolated Account Number (
accNum). Database queries are automatically tenant-scoped via global query scopes to prevent cross-account leakage.
- Role-Based Access Control: Strict authorization barriers isolate business owners from technician-only portals and block field technicians from accessing business financials or company configuration.
- Data Encryption: All communications between the browser, mobile devices, and our servers are encrypted in transit via Transport Layer Security (TLS 1.3 / HTTPS). Sensitive database tokens and credentials are encrypted at rest.
7. Data Retention & Deletion Policy
We retain user and customer records only as long as necessary to provide service functionality, satisfy active AMC obligations, and comply with tax and statutory recordkeeping requirements (such as 7-year GST invoice retention under Indian commercial law).
Right to Erasure / Data Deletion: Business owners or individual customers may request complete account deletion or removal of personal data at any time. Upon receiving a verified request:
- Active service jobs and customer profile records will be permanently expunged or anonymized within 30 calendar days.
- WhatsApp notification logs associated with the recipient will be cleared.
8. User Rights
Under applicable data privacy regulations, users and customers have the right to:
- Access: Request a copy of their personal data maintained on the platform.
- Correction: Update inaccurate or incomplete contact or machine details.
- Withdrawal of Consent: Stop optional communication channels, including automated WhatsApp reminders.
- Data Portability: Business subscribers on eligible plans can export customer, job, and inventory datasets in CSV format directly from the platform.
9. Legal Compliance
RO Service Pro complies with the Information Technology Act, 2000 and the Digital Personal Data Protection Act (DPDP Act, 2023) of the Republic of India, as well as internationally recognized data protection principles (including GDPR fair information practices).