D2C Telcare Limited ("D2C Telcare", "we", "us" or "our") is a business process outsourcing and technology company based in Zambia. This Privacy Policy explains how we collect, use, share and protect personal information when you visit d2ctelcare.com, contact us, or interact with our services, including through messaging channels such as Facebook Messenger, Instagram and WhatsApp.
1. Information we collect
Information you give us
- Contact details such as your name, email address, phone number and company name.
- The content of messages, enquiries, calls and support requests you send to us or to businesses that use our services.
Information from Meta platforms (Facebook, Messenger, Instagram and WhatsApp)
When a business connects its Facebook Page, Instagram account or WhatsApp Business account to our services, or when you log in with Facebook, we may receive the following through Meta's APIs, only with the relevant permissions granted:
- Your public profile information, such as name, profile picture and a platform-specific user ID.
- Your email address, if you choose to share it.
- Messages and attachments you send to, or receive from, a connected Page, Instagram account or WhatsApp number.
- Your WhatsApp phone number and profile name when you message a connected WhatsApp Business number.
- Information about the Pages, Instagram accounts, WhatsApp Business accounts and access tokens that a business authorises us to manage.
Information collected automatically
- Device and usage data such as IP address, browser type, pages visited and timestamps.
- Cookies and similar technologies needed to keep you signed in and to keep the service secure.
2. How we use information
- To provide, operate and maintain our services, including sending and receiving messages on behalf of businesses that use our services.
- To respond to customer enquiries automatically or through human agents, and to route conversations to the right team.
- To manage accounts, process payments and send service-related notices.
- To keep our services secure, prevent fraud and abuse, and fix problems.
- To improve our services and develop new features.
- To comply with legal obligations.
We use data received from Meta platforms only to provide the features a user or business has authorised, and in line with the Meta Platform Terms and Developer Policies. We do not use it for advertising, and we do not sell it.
3. How we share information
We do not sell personal information. We share it only:
- With the business you are communicating with. When you message a business that uses our services, that business can see and respond to your conversation.
- With service providers who help us run our services, such as hosting, payment processing, email delivery and AI language-processing providers. They may use the information only to provide services to us.
- With Meta, when sending messages through Messenger, Instagram or WhatsApp, as required to deliver those messages.
- When required by law, or to protect the rights, safety and property of D2C Telcare, our clients or others.
- In a business transfer, such as a merger or acquisition, subject to this Policy.
4. Data retention
We keep personal information only for as long as we need it to provide our services, meet our contractual commitments to clients, and comply with legal, accounting and reporting requirements. When it is no longer needed, we delete or anonymise it.
5. Data deletion requests
You can ask us to delete the personal information we hold about you at any time, including any data received through Facebook, Messenger, Instagram or WhatsApp.
To request deletion:
- Email info@d2ctelcare.com with the subject line "Data deletion request".
- Include your name and the email address, phone number or Facebook/Instagram name linked to your data.
- We will confirm your request and delete your data within 30 days, unless we are legally required to keep it.
You can also remove our app's access to your Facebook account at any time: go to Facebook Settings & privacy → Settings → Apps and websites, select our app and click Remove. Users of our services can delete their account and data from their account settings.
Full instructions are on our Data Deletion page.
6. Security
We use appropriate technical and organisational measures to protect personal information, including encryption in transit (HTTPS), encrypted storage of access tokens, access controls and regular monitoring. No method of transmission or storage is completely secure, but we work to protect your information and to respond promptly to any incident.
7. Your rights
Under the Data Protection Act No. 3 of 2021 of Zambia, and other laws that may apply to you, you may have the right to:
- access the personal information we hold about you;
- ask us to correct inaccurate information;
- ask us to delete your information;
- object to or restrict certain processing;
- withdraw consent where we rely on it; and
- lodge a complaint with the Office of the Data Protection Commissioner of Zambia.
To exercise any of these rights, contact us at info@d2ctelcare.com.
8. International transfers
Our service providers, and Meta, may process information outside Zambia. When this happens, we take steps to make sure your information receives an appropriate level of protection.
9. Children
Our services are not directed to children under 18, and we do not knowingly collect their personal information. If you believe a child has given us personal information, contact us and we will delete it.
10. Changes to this policy
We may update this Privacy Policy from time to time. We will post the updated version on this page and change the effective date above.
11. Contact us
D2C Telcare Limited
Manda Hill 35
Lusaka, Zambia
Email: info@d2ctelcare.com