Last Updated: January 30, 2026
Instant Reply ("we," "us," "our," or "Company") is committed to protecting your privacy and the privacy of your customers. This Privacy Policy describes how we collect, use, disclose, and safeguard information when you use our omnichannel inbox platform and services (collectively, the "Services"). This policy applies to information collected through our website, application, and any related services.
By accessing or using our Services, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy and our Terms of Service. If you do not agree with the terms of this Privacy Policy, please do not access or use our Services.
For purposes of this Privacy Policy:
For information we collect directly from you as our Customer (account information, billing information, usage data), we act as the Data Controller and determine how this information is processed.
For End User data that you collect through our platform (customer messages, contact information, conversation data), you act as the Data Controller and we act as the Data Processor. You are responsible for ensuring you have appropriate legal bases to collect and process End User data, and for providing End Users with appropriate privacy notices.
When you register for our Services, we collect:
When End Users interact with you through our platform, we process:
We automatically collect:
We use cookies, web beacons, and similar tracking technologies to enhance user experience, analyze usage patterns, and improve our Services. See our Cookie Policy for detailed information.
We use Customer information to:
We process End User data solely to provide Services to you. We do not use End User data for our own marketing purposes or sell it to third parties. Your instructions govern how we process End User data, subject to applicable law.
We process Personal Data based on the following legal grounds:
We share data with trusted third-party service providers who assist us in operating our Services:
All service providers are contractually obligated to maintain data confidentiality and security, and may only use data to perform services on our behalf.
Our Services integrate with third-party platforms (Instagram, WhatsApp, Facebook Messenger, TikTok, Reddit). When you connect these integrations, we access and process data according to each platform's API terms and your authorization. We are not responsible for the privacy practices of these third-party platforms.
In the event of a merger, acquisition, reorganization, bankruptcy, or sale of assets, your information may be transferred to the acquiring entity. We will notify you via email and/or prominent notice on our website before any such transfer.
We may disclose information when we believe in good faith that disclosure is necessary to:
We may share aggregated or de-identified information that cannot reasonably be used to identify you or End Users for research, analytics, marketing, or other business purposes.
We retain your account information for as long as your account is active or as needed to provide Services. Following account termination, we retain data for up to 90 days for recovery purposes, then securely delete or anonymize it unless legally required to retain it longer.
End User data is retained according to your instructions and settings within the platform. Upon your request, we will delete End User data within 30 days, except where retention is required by law or to resolve disputes.
Deleted data may persist in backup systems for up to 90 days. Backup data is encrypted and stored securely, accessible only for disaster recovery purposes.
We implement industry-standard security measures to protect your information:
However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your information, we cannot guarantee absolute security. You are responsible for maintaining the confidentiality of your account credentials.
Our Services are operated from the United Arab Emirates. If you are located in the European Economic Area (EEA), United Kingdom, Switzerland, or other regions with data protection laws, your information may be transferred to and processed in countries that may not provide the same level of data protection as your jurisdiction.
When transferring data internationally, we use appropriate safeguards, including:
Depending on your location and applicable law, you may have the following rights regarding your Personal Data:
To exercise these rights, contact us at privacy@instantreply.co. We will respond to your request within 30 days (or as required by applicable law). We may require verification of your identity before processing your request.
For End Users: If you are an End User and wish to exercise privacy rights regarding data our Customer has collected about you, please contact the Customer directly. We process this data on their behalf and can only act upon their instructions.
California Residents: Under the California Consumer Privacy Act (CCPA), you have additional rights, including the right to know what Personal Data we collect, the right to opt-out of sales (we do not sell Personal Data), and the right to non-discrimination for exercising your rights.
Our Services are not intended for individuals under the age of 18. We do not knowingly collect Personal Data from children. If you believe we have inadvertently collected information from a child, please contact us immediately at privacy@instantreply.co, and we will promptly investigate and delete such information.
Our Services may contain links to third-party websites, applications, or services. We are not responsible for the privacy practices of these third parties. We encourage you to read the privacy policies of any third-party services you access through our platform.
In the event of a data breach that compromises the security of Personal Data, we will notify affected individuals and relevant supervisory authorities within 72 hours of becoming aware of the breach, as required by applicable law. Notifications will include the nature of the breach, the data affected, and steps being taken to address it.
Some web browsers have a "Do Not Track" (DNT) feature. Because there is no common understanding of how to interpret DNT signals, our Services do not currently respond to browser DNT signals. However, you can manage cookies and tracking through your browser settings or our Cookie Consent Manager.
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:
Your continued use of our Services after the effective date of the updated Privacy Policy constitutes acceptance of the changes. If you do not agree to the updated policy, you must stop using our Services and may request deletion of your account.
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:
Email: privacy@instantreply.co
Data Protection Officer: dpo@instantreply.co
Mailing Address:
Instant Reply
Attn: Legal Department - Privacy
Abu Dhabi, United Arab Emirates
We will respond to your inquiry within 30 days of receipt.