In short
- For your account, we are the controller: we decide how your sign-in, organization and billing data is used, and this policy explains how.
- For the WhatsApp conversations you handle through relay, your organization is the controller and we act as its processor, under the Data Processing Agreement.
- All of it is stored in the European Union, in Frankfurt: on DigitalOcean servers, with media in a private Google Cloud bucket. On its way to you, it passes through Cloudflare’s network.
- Logs, error reports and analytics carry ids, counts and codes. They never contain message text, phone numbers, names or media.
- Messages and media are deleted automatically once they are older than your plan’s history window: 90, 180 or 365 days.
- You can download a copy of your data or delete your account yourself, from Settings in the app. For any other request about your data, write to support@wrelay.site.
This summary helps you find your way; the full text below is what applies.
1Who we are
relay is operated by [COMPANY LEGAL NAME], a [LEGAL FORM] with a share capital of [SHARE CAPITAL], registered under number [RC NUMBER] (ICE [ICE NUMBER]), whose registered office is at [REGISTERED ADDRESS] (“we”, “us”).
We are the controller of the personal data described in this policy. You can reach us about privacy at support@wrelay.site. Where the GDPR requires one, our representative in the European Union is [EU REPRESENTATIVE].
This policy covers people who create or use a relay account, visit this website or contact us. It does not cover the content of the WhatsApp conversations your organization handles through relay: for that data we act on your organization’s behalf, as explained in section 5.
2What we collect about you
We collect what we need to run your account and keep the service safe, and nothing for advertising.
| Category | What we keep | Where it comes from |
|---|---|---|
| Account | Your name and email address, a hash of your password (never the password itself), whether your address is verified, your interface language (English, French or Arabic) and the time you accepted the Terms of Use. | You, at sign-up and in Settings. |
| Organization | Your organization’s name, country, time zone and the uses you selected (customer support, bookings, sales, API), plus the settings of its numbers, proxies, API keys and webhooks. | You, during onboarding and in Settings. |
| Billing | Your plan, subscription status and periods, the number of extra numbers and your Stripe customer reference. You enter card details on Stripe’s own pages; we never see or store them. | You and Stripe. |
| API keys | Each key’s name, visible prefix, scopes, last use and expiry. The key itself is stored only as a hash. | You, when you create a key. |
| Sessions and security | For each signed-in session: the IP address, the browser’s user agent and when the session started and expires. Short-lived counters of sign-in attempts per IP address. An audit log of admin actions: who acted, what changed, when, and whether it came from the web app, the API or our systems. | Your browser and our systems. |
| Service messages | The emails and in-app notifications we send you (address verification, password reset, alerts about your numbers and webhooks, deletion confirmations) and a record that each one was sent. | Our systems. |
| Correspondence | What you tell us when you write to us or use the contact form. | You. |
| Technical logs | Server logs and error reports, which carry ids, counts, status codes and error codes. [CONFIRM WHETHER INGRESS LOGS KEEP IP ADDRESSES] | Our systems. |
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3Why we use it
Each use below rests on a legal basis under the GDPR, and on the comparable grounds of Moroccan law 09-08.
| Purpose | Legal basis |
|---|---|
| Create and run your account, organization, numbers, inbox, API and webhooks | Performance of our contract with you |
| Bill your subscription and keep invoices | Contract; legal obligation for accounting and tax records |
| Send service emails: verification, password reset, alerts about your numbers and webhooks, deletion confirmations | Contract |
| Keep accounts and the service secure: sessions, sign-in rate limits, the audit log, send caps and the per-organization switch that stops sending in case of spam or abuse | Legitimate interests: protecting you, the people you write to and the service |
| Fix errors and understand how the product is used, with pseudonymous ids only | Legitimate interests |
| Answer your messages and requests | Legitimate interests, or contract when the request concerns your account |
| Comply with the law and answer lawful requests from authorities | Legal obligation |
| Measure how the product is used through server-side product analytics (PostHog, EU cloud, production only). Events carry your user or organization id and codes, never message content. No analytics run in your browser today; if we add any, we will ask for your consent first, as the Cookie Policy explains. | Legitimate interests [COUNSEL TO CONFIRM BASIS] |
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Where we rely on legitimate interests, you can object, as explained in section 10. We do not sell personal data and do not use it for advertising.
4Analytics, error reporting and cookies
Error reporting (Sentry) and product analytics (PostHog, on its EU cloud) run only in our production environment. Neither of them receives message text, captions, phone numbers, WhatsApp ids, contact or group names, or media.
Product analytics record a short list of account events on our servers: sign-up, organization created, number connected or disconnected, and subscription started, changed or cancelled. Each event carries your user id or your organization id and codes, not your name or email address. These events are sent from our servers and use no cookies.
Error reports carry the error itself with ids and codes; the error reporter’s collection of personal data such as IP addresses is turned off.
The relay app and this website use only the cookies they need to work and to remember your choices: keeping you signed in, your cookie choice, and the language, appearance and number you pick. The app stores your time zone only if you allow it in the cookie banner. Each cookie is listed in the Cookie Policy.
5WhatsApp data you handle through relay
When your organization links a WhatsApp number, relay stores and processes on its behalf the data that flows through that number: messages, media, reactions, edits and deletions; chats and groups; contacts’ phone numbers, WhatsApp ids, names and profile pictures; and the linked number’s own phone number, display name and connection status.
For this data your organization is the controller and we are its processor. We process it only to provide the service and on your instructions, under the Data Processing Agreement, which forms part of the Terms of Use. Your organization is responsible for having a lawful basis to handle its contacts’ data and for informing them.
If one of your contacts contacts us about their data, we pass the request on to you and help you answer it.
This data never feeds our analytics or logs. It is hosted in Frankfurt and deleted on the schedule in section 8. relay links numbers the way WhatsApp Web does; it is not an official WhatsApp product and is not affiliated with WhatsApp or Meta. Messages you send travel through WhatsApp’s own service, under WhatsApp’s terms.
6Who receives your data
We use a small number of service providers (sub-processors), bound by contract to process data only on our instructions and to protect it. The current list, with each provider’s location, is on the Sub-processors page.
| Provider | What they do | Where |
|---|---|---|
| DigitalOcean | Servers and databases | Frankfurt, Germany (EU) |
| Google Cloud | The private media bucket | Frankfurt, Germany (EU) |
| Cloudflare | Network protection and delivery: every request to this website, the app and the API passes through it | Global network [CONFIRM REGION] |
| Stripe | Payments, subscriptions and invoices | [STRIPE ENTITY AND REGION] |
| PostHog | Product analytics, production only | EU cloud |
| Sentry | Error reporting, production only | [SENTRY REGION] |
| [EMAIL PROVIDER] | Delivery of service emails | [EMAIL PROVIDER REGION] |
| [PROXY PROVIDER] | Outgoing connection for numbers that use the proxy add-on | [PROXY PROVIDER REGION] |
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We also disclose data when the law requires it or an authority makes a valid legal request, and to a buyer if our business is transferred, under the same protections as this policy.
7International transfers
Your data is hosted in the European Union, in Frankfurt: on DigitalOcean (region FRA1) and, for media, on Google Cloud (region europe-west3).
Requests to this website, the app and the API, including the message data they carry, pass through Cloudflare’s global network and may be handled in a Cloudflare data centre outside the European Union [CONFIRM REGION].
Some providers listed above are based outside the European Union or may access data from outside it. Those transfers rely on [TRANSFER MECHANISM], such as an adequacy decision or the European Commission’s standard contractual clauses, with additional safeguards where needed. You can ask us for a copy of the safeguards that apply.
Transfers of personal data from Morocco follow law 09-08 and the conditions set by the CNDP ([CNDP TRANSFER AUTHORIZATION]).
8How long we keep data
We keep data only as long as it serves the purposes above, then delete it.
| Data | How long we keep it |
|---|---|
| Your account | Until you delete it yourself from Settings, which you can do once you no longer own an organization. Deleting an organization alone does not delete your account: you can still sign in and create a new one. |
| Sessions | Up to 30 days after their last renewal, or until you sign out or sign the session out from Settings. |
| Verification, password reset and account deletion links | 1 hour. |
| Organization data, API keys, webhooks, notifications and the audit log | Until the organization is deleted. Deletion runs in the background as soon as you confirm it, and is permanent. |
| Data exports | 7 days after the file is ready, then deleted automatically. Deleting the organization deletes its exports at once. |
| Billing records | [ACCOUNTING RETENTION PERIOD], to meet accounting and tax obligations. These records are kept after an organization is deleted. |
| Messages and media handled for your organization | Your plan’s history window: 90 days on Starter, 180 on Growth, 365 on Business, and 90 days without an active plan. A purge runs every night. |
| A deleted number | Its chats, messages and media are deleted permanently and the number is logged out of WhatsApp. |
| Webhook delivery log | 30 days, or your plan’s window if shorter. |
| Stored answers to repeated API requests | 24 hours. |
| Server logs | [LOG RETENTION DAYS] days. |
| Analytics events and error reports | [ANALYTICS RETENTION] and [ERROR REPORT RETENTION]. |
| Correspondence | [CORRESPONDENCE RETENTION] after the conversation ends. |
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Deleted data may remain in backups for up to [BACKUP RETENTION PERIOD] before it is overwritten.
9Security
We protect data with measures that match its sensitivity, including:
- TLS on every connection, with HSTS. Traffic reaches our servers through Cloudflare, over a second encrypted connection on which Cloudflare presents a client certificate that our servers require.
- Media kept in a private bucket and opened only through short-lived signed links.
- API keys stored only as a hash; webhook secrets, proxy credentials and stored API answers sealed with AES-256-GCM.
- WhatsApp session credentials kept only in the gateway’s own database, which the application cannot read.
- An audit log of admin actions, and a per-organization switch that stops all sending.
No system is perfectly secure. If a breach affects your personal data, we will notify you and the competent authorities as the law requires. More detail is on the Security and data page.
10Your rights
Under the GDPR, you have the right to:
- access your data and receive a copy of it;
- have inaccurate data corrected;
- have your data erased;
- restrict how we process it;
- receive the data you gave us in a portable format;
- object to processing based on our legitimate interests;
- withdraw your consent at any time, without affecting processing that took place before.
Under Moroccan law 09-08, you have the right to be informed, to access your data, to have it corrected or deleted, and to object to its processing on legitimate grounds.
You can exercise most of these rights yourself, in the app’s Settings: change your name, password and language and sign out your other sessions under Account & security, and change your cookie choices at any time from Cookie settings.
10.1Get a copy of your data
The organization’s owner can download a copy of its data at any time: in Settings › Account & security, choose “Export my data”.
The export is one ZIP file. It holds account.json (your profile), organization.json (your organization’s settings, subscription, numbers, proxies, API keys and webhook endpoints) and, for each number, its chats, contacts and messages (one .jsonl file per chat), the list of its media and the media files still stored. Media that expired or failed to download are listed without a file. The export never contains API key hashes, webhook secrets, proxy credentials, session data or passwords.
We email you when the export is ready. You download it from Settings while signed in; each click creates a fresh link that works for 5 minutes. The file is available for 7 days, then deleted. You can run one export at a time, and at most one every 24 hours.
10.2Delete your account
First delete your organization, in Settings › Data & privacy. This erases its numbers, chats, messages, media, API keys, webhooks and exports, and logs its numbers out of WhatsApp.
Then choose “Delete my account”, in Settings or on the screen shown once you have no organization left. Enter your password, then open the confirmation link we email you, valid for 1 hour, in the browser where you are signed in. Your profile, your sign-in details and every session are erased, and we email you a confirmation. Billing records are kept for [ACCOUNTING RETENTION PERIOD], as accounting law requires.
10.3Other requests
For anything else, such as restricting or objecting to processing, write to support@wrelay.site from the address on your account. We may ask you to confirm your identity and will answer within [RESPONSE TIME].
You can also complain to a supervisory authority: in Morocco, the CNDP (Commission nationale de contrôle de la protection des données à caractère personnel); in the European Union, the authority of the country where you live or work, or [COMPETENT EU AUTHORITY]. We would welcome the chance to address your concern first.
11Children
relay is a service for businesses. It is not directed at children, and people under [MINIMUM AGE] may not create an account. If you believe a child has given us personal data, contact us and we will delete it.
12Changes to this policy
We may update this policy when the service or the law changes. Each version carries a version number and an effective date. We will tell account holders about material changes by email or in the app at least [NOTICE PERIOD] before they take effect.
13Contact us
Questions about this policy or your data go to our privacy contact.
- Controller
- [COMPANY LEGAL NAME]
- Registered office
- [REGISTERED ADDRESS]
- Privacy contact
- support@wrelay.site
- CNDP declaration
- [CNDP NUMBER]
- EU representative
- [EU REPRESENTATIVE]