Privacy Policy

1. Who we are

ReplyJe is a product of Hoowey Studio, a business registered in Malaysia under registration no. 201803199059 (002839315-V) (“Hoowey Studio”, “we”, “us”). This policy explains how we collect, use, disclose and protect personal data when you visit our website or use the ReplyJe service, in line with the Personal Data Protection Act 2010 of Malaysia (“PDPA”).

2. Our role and yours

ReplyJe processes two kinds of personal data:

Account data about the businesses and team members who use ReplyJe. For this data, we decide how it is used and we are responsible for it.
Customer conversation data: the WhatsApp messages, names, phone numbers and booking details of the people who contact a business through ReplyJe. The business decides how this data is used and is responsible for it under the PDPA. We process it on the business’s behalf and only to provide the service.

If you are a customer of a business that uses ReplyJe and you have a question about your data, please contact that business first. We will help them respond.

3. What we collect

Account and profile details: name, email address, password (stored only as a secure hash), language preference and, if you sign in with Google, your Google account ID, name and email address.
Business details: business name, registration details and documents you upload, branches, services, prices, promotions, FAQs and opening hours.
WhatsApp data: your connected WhatsApp Business number and account details, and the messages, media and contact details exchanged with your customers.
Bookings and leads: appointment details, lead notes and information your customers share in conversations.
Billing details: plan, invoices and payment status. Card and bank payments are handled by our payment providers; we do not store full card numbers.
Usage and technical data: sign-in times, IP address, browser type, actions recorded in the audit log and usage counts used for billing.
Enquiries: details you send us through the contact form, email or WhatsApp.

4. How we use data

To provide ReplyJe: replying to WhatsApp enquiries, booking appointments, managing leads and running your shared inbox.
To create and secure your account, including email verification, two-factor authentication and fraud prevention.
To bill you, track usage against your plan and send invoices.
To provide support and send service messages, such as security alerts and changes to these policies.
To maintain and improve the service, using aggregated or de-identified data where possible.
To meet legal obligations and enforce our Terms and Conditions.

We do not sell personal data, and we do not use customer conversation data for advertising.

5. AI processing

To generate replies, ReplyJe sends the relevant part of a conversation, together with the business information you have approved, to third-party AI model providers. These providers process the data only to return a response. We do not use your customer conversation data to train our own AI models.

AI replies may sometimes be inaccurate. Businesses can review conversations, take over at any time and set topics that are always handed to staff. Health-related questions are escalated to staff rather than answered by the AI.

We share personal data only with service providers that help us run ReplyJe, and only as needed:

Meta Platforms, to send and receive WhatsApp messages through the WhatsApp Business Platform.
AI model providers, to generate replies, summaries and lead details.
Hosting, storage and network providers, to run and protect the service.
Payment providers, to process subscription and top-up payments.
Email providers, to send verification emails, invitations and notifications.
Google, if you choose to sign in with Google.

We may also disclose data if required by law, a court order or a government authority, or to protect the rights, property or safety of Hoowey Studio, our users or the public.

7. Where data is stored

ReplyJe is hosted on servers in Singapore, and some of our service providers process data in other countries. When data is transferred outside Malaysia, we take reasonable steps to ensure it receives a level of protection comparable to the PDPA.

8. Security

We protect data with encrypted connections, encrypted storage of access tokens and payment keys, role-based access for team members, private media storage and a read-only audit log. More detail is on our Security page. No system is completely secure, so please keep your password safe and turn on two-factor authentication.

9. How long we keep data

We keep account and conversation data for as long as your account is active. After an account is closed, we delete or anonymise its data within 90 days, unless we must keep certain records longer. Invoices and payment records are kept for at least 7 years to meet Malaysian tax and accounting requirements.

10. Your rights

Under the PDPA you may:

ask for access to the personal data we hold about you;
ask us to correct data that is inaccurate, incomplete or out of date;
withdraw your consent or ask us to limit how we process your data, although this may mean we can no longer provide the service;
ask us to stop sending you marketing messages at any time.

Most account details can be updated directly in ReplyJe. For other requests, email us at [email protected] or use our contact page . We may need to verify your identity and will respond within 21 days.

11. Cookies

We use only the cookies needed to run the website and keep you signed in, such as your session and your language preference. We do not use advertising cookies.

12. Changes to this policy

We may update this policy from time to time. When we make significant changes, we will notify account owners by email or in the app before the changes take effect. The date at the top shows when it was last updated.

13. Contact us

For questions about this policy or your personal data, email us at [email protected] or use our contact page .