Privacy Policy

This Privacy Policy explains how Socketic (“Socketic”, “we” or “us”) collects, uses and protects information when you visit this website or use the Socketic WhatsApp Chat Widget (the “Service”). It covers two groups of people: our customers, who create an account and add the widget to their website, and visitors to our customers’ websites, who see and click the widget.

1. Information we collect from customers

• Account details: your name, email address and password (stored only as a secure hash).
• Website details: the name and domain of the sites you connect. If you install through Wix, the Wix site and instance identifiers Wix shares with apps.
• Widget configuration: agent names, roles, photos and WhatsApp phone numbers, greeting messages, colours, working hours and display rules you set up.
• Billing details: your plan, billing period and subscription status. Card and payment details are collected and stored by Paddle, not by us.
• Support and feedback: messages you send us, and ratings or feedback you choose to give in the dashboard.
• Dashboard usage: technical data such as browser type, timezone and how you use the dashboard, including session recordings used to diagnose bugs.

2. Information the widget collects from visitors

To show our customers how their widget performs, the widget records limited, pseudonymous usage data on the websites where it is installed:

• a random visitor identifier stored in the visitor’s browser (local storage, or a first-party cookie as a fallback);
• widget events, such as impressions, popup opens and clicks on an agent;
• the page the widget was shown on, the referring website, device type (mobile or desktop) and approximate country, which is derived from the IP address at the time of the request. We do not store the IP address itself.

We do not collect visitors’ names, phone numbers or message content. When a visitor clicks the widget, they are taken to WhatsApp, and the conversation happens there between the visitor and our customer. We never see or store those conversations.

3. How we use information

• to provide, run and secure the Service, and show the widget with your settings;
• to create and manage your account and subscription;
• to show you analytics about your widget;
• to send service emails, such as verification, password reset, billing and important product notices;
• to answer support requests and improve the Service;
• to meet legal, tax and accounting obligations.

We do not sell personal data, and we do not use customer or visitor data for third-party advertising.

4. Legal bases (EEA and UK)

Where the GDPR or UK GDPR applies, we process customer data to perform our contract with you, to meet legal obligations, and for our legitimate interests in running, securing and improving the Service. For visitor analytics, our customers decide to install the widget on their sites; for that data, the customer is the controller and we act as their processor. Customers are responsible for any notice or consent their visitors need under local law.

5. Services we use

We share data only with providers that help us run the Service, and only as much as they need:

We may also disclose information if the law requires it, to protect our rights or users’ safety, or as part of a merger or sale of our business, in which case this policy will continue to apply.

6. Payments

Purchases are processed by Paddle.com, our Merchant of Record. Paddle collects your name, email, billing address and payment details to process the order and handle taxes, under Paddle’s privacy policy. Paddle tells us about the order and subscription status so we can give you access. We never receive your full card number.

7. Cookies and local storage

• Essential: a sign-in cookie that keeps you logged in to the dashboard.
• Preferences: local storage for settings such as theme and dismissed messages.
• Widget: the visitor identifier described in section 2, and a note of whether the visitor closed the widget.

We do not use advertising or cross-site tracking cookies.

8. Data retention

We keep account and configuration data while your account is open. Widget analytics are kept for up to 24 months. When you delete your account, we delete your data within 30 days, except records we must keep for legal, tax or accounting reasons.

9. Security

Data is encrypted in transit with HTTPS, passwords are hashed, and access to production systems is limited to people who need it. No system is perfectly secure, but we take reasonable measures to protect your data and will tell affected customers promptly about any breach that puts it at risk.

10. International transfers

We are based in Pakistan and our providers operate in several countries, including the United States and the European Union. Where data moves across borders, we rely on our providers’ standard safeguards, such as the EU Standard Contractual Clauses.

11. Your rights

Depending on where you live, you may have the right to access, correct, delete or export your personal data, and to object to or restrict some processing. You can update most details in the dashboard, or email support@socketic.com and we will respond within 30 days. Visitors to a customer’s website should contact that website owner first; we will help them respond. You may also complain to your local data protection authority.

12. Children

The Service is meant for businesses and is not directed at children under 16. We do not knowingly collect personal data from children. If you believe a child has given us data, contact us and we will delete it.

13. Changes to this policy

We may update this policy as the Service changes. We will post the new version here with a new “last updated” date, and email customers about significant changes.

14. Contact

Socketic, Lahore, Pakistan. Email support@socketic.com. See also our Terms of Service and Refund Policy.