Privacy Policy

Effective Date: February 12, 2026
Last Updated: February 12, 2026

Introduction

About Twixo and This Policy

Twixo is a customer communication platform owned and operated by Elox Tech Private Limited, a company incorporated in India. This Privacy Policy explains how we collect, use, and protect your information when you use our platform and services (collectively, the “Service”).

Scope of Application

This Policy applies to information collected directly from our customers, end users interacting with communication channels powered by Twixo, and visitors to our websites.

Please read this Privacy Policy carefully. By accessing or using Twixo, you acknowledge that you have read, understood, and agree to be bound by all the terms of this Privacy Policy.

1. Information Covered By This Policy

1.1 Personal Information

This Policy covers personal information that identifies, relates to, describes, or can reasonably be linked to an identifiable individual. This includes information such as name, email address, phone number, IP address, and location data.

1.2 Customer Data

As a SaaS provider, Twixo processes conversation data and user-generated content submitted by our business customers.

1.3 Usage and Technical Information

This Policy also covers technical and usage data collected automatically when individuals access our websites or use our Service.

1.4 Exclusions

This Policy does not apply to third-party services integrated by customers (such as email providers, messaging platforms, CRM systems, or webhook endpoints), which operate under their own privacy policies.

2. Information We Collect

2.1 Information You Provide

Account Information: When you create an account, we collect:

  • Name and email address
  • Company name and details
  • Password (encrypted)
  • Phone number (optional)
  • Billing information (processed securely through third-party payment processors)

Customer Data: When you use our Service, you may provide:

  • Customer conversations and messages
  • Contact information (names, emails, phone numbers)
  • Custom attributes and metadata
  • File attachments and media
  • Integration credentials for third-party services

Support Information: When you contact our support team:

  • Support tickets and correspondence
  • Feedback and survey responses
  • Bug reports and feature requests

2.2 Information Collected Automatically

Usage Data: We automatically collect:

  • IP addresses and device information
  • Browser type and version
  • Operating system
  • Pages visited and features used
  • Time and date of access
  • Referring URLs
  • Session duration and interaction data

Cookies and Tracking Technologies: We use:

  • Essential cookies for authentication and security
  • Analytics cookies to understand usage patterns
  • Performance cookies to optimize the Service
  • Preference cookies to remember your settings

2.3 Information from Third Parties

We may receive information from:

  • Social media platforms (if you connect your accounts)
  • Integration partners (WhatsApp, Facebook, Instagram, etc.)
  • Payment processors
  • Analytics providers

 

3. Information We Do Not Collect

3.1 No Sale of Personal Data

Twixo does not sell, rent, or trade personal information to third parties.

3.2 No Unrelated Advertising Profiling

We do not collect personal data for unrelated advertising, behavioral profiling, or data brokerage purposes.

3.3 No Sensitive Personal Data by Default

Twixo does not intentionally collect sensitive personal information (such as health data, biometric data, religious beliefs, or government identification numbers) unless such data is voluntarily provided by users through interactions configured by our customers.

3.4 No Direct Payment Information Collection

Twixo does not directly collect or store payment card information. Payment processing is handled by third-party payment processors. We share necessary payment information with our payment processing partners to complete transactions and manage billing.

 

4. How We Use Your Information

4.1 Basis for Processing Your Information

Contractual Necessity: We process personal information as necessary to provide the Service agreed upon with our business customers.

Legitimate Interests: Processing may be based on legitimate interests, including maintaining security, improving functionality, preventing fraud, and ensuring service reliability.

Consent: Where required by law, we rely on user consent, particularly in cases involving optional features or specific jurisdictions.

Legal Obligations: We may process information to comply with legal and regulatory obligations applicable to our operations.

We use collected information for:

4.2 Service Delivery
  • Providing and maintaining the Service
  • Processing transactions and managing accounts
  • Enabling communication features
  • Storing and managing customer conversations
  • Providing customer support

4.3 Service Improvement
  • Analyzing usage patterns and trends
  • Developing new features and functionality
  • Testing and improving performance
  • Conducting research and analytics
  • Personalizing user experience

4.4 Communication
  • Sending service-related notifications
  • Providing product updates and announcements
  • Responding to inquiries and support requests
  • Sending marketing communications (with consent)
  • Conducting surveys and collecting feedback

4.5 Security and Compliance
  • Detecting and preventing fraud
  • Monitoring for security threats
  • Enforcing our Terms of Service
  • Complying with legal obligations
  • Protecting our rights and property

 

5. Benchmarking and Analytics

5.1 Use of Aggregated Data

Twixo may use anonymized and aggregated usage data to analyze platform performance, industry usage patterns, and operational metrics.

5.2 No Identification of Individuals

Benchmarking data does not identify individual users or specific business customers. It is used solely for improving our Service, research, and product development.

5.3 Analytics Information

We may collect analytics information regarding how users interact with our websites and Service. This includes pages visited, time spent, navigation patterns, device type, and system activity. Where possible, analytics information is aggregated or de-identified so that it does not directly identify individuals.

 

6. Data Sharing and Disclosure

6.1 We Do Not Sell Your Data

We do not sell, rent, or trade your personal information to third parties for their marketing purposes.

6.2 Service Providers and Third-Party Integrations

We share information with trusted third-party service providers and integrations:

Infrastructure and Hosting:

  • Cloud hosting providers (AWS, etc.)
  • Content delivery networks
  • Database services

Payment Processing:

  • Payment gateways and processors
  • Billing and invoicing services
  • We share payment information with these partners to process transactions

Communication Services:

  • Email delivery services
  • SMS providers
  • Push notification services

Third-Party Integrations:

When you connect third-party services to Twixo, data is shared with those platforms:

  • WhatsApp: Messages, contact information, and metadata are shared with Meta/WhatsApp
  • Facebook Messenger: Conversations and profile data are shared with Meta/Facebook
  • Instagram: Messages and user interactions are shared with Meta/Instagram
  • Email Providers: Email content and metadata are shared with your email service provider
  • CRM Systems: Contact and conversation data may be synced with connected CRM platforms
  • Other Integrations: Data is shared according to the specific integration’s requirements

Important: When you enable third-party integrations, those services’ privacy policies and terms also apply. We recommend reviewing their policies before connecting.

Analytics and Monitoring:

  • Usage analytics providers
  • Performance monitoring tools
  • Error tracking services

These providers are contractually obligated to protect your data and use it only for specified purposes. However, for third-party integrations you enable, those platforms process data according to their own policies.

6.3 Business Transfers

If we are involved in a merger, acquisition, or sale of assets, your information may be transferred. We will provide notice before your information is transferred and becomes subject to a different privacy policy.

6.4 Legal Requirements

We may disclose information when required by law or to:

  • Comply with legal processes or government requests
  • Enforce our Terms of Service
  • Protect our rights, property, or safety
  • Prevent fraud or security threats
  • Protect the rights and safety of our users

6.5 With Your Consent

We may share information with third parties when you explicitly consent to such sharing.

 

7. Cookies and Tracking Technologies

7.1 Use of Cookies

Twixo may use cookies and similar tracking technologies to operate and maintain our websites and Service. Cookies are small text files stored on a user’s device that help improve functionality and user experience.

7.2 Types of Cookies Used

Cookies may be used for:

  • Session management and authentication
  • Security purposes
  • Remembering user preferences
  • Analyzing website usage patterns

7.3 User Control Over Cookies

Users can manage or disable cookies through their browser settings. However, disabling certain cookies may affect the functionality or availability of some features of the Service.

7.4 No Third-Party Advertising Cookies

Twixo does not use cookies for third-party behavioral advertising or cross-site tracking.

 

8. Data Security

8.1 Security Measures

We implement appropriate technical and organizational safeguards to protect personal information:

  • Encryption in transit (TLS/SSL) and at rest for sensitive data
  • Access controls restricted to authorized personnel
  • Regular security audits and assessments
  • Secure authentication mechanisms
  • Network security and firewalls
  • Secure hosting infrastructure
  • Ongoing monitoring for vulnerabilities and threats
  • Regular backups and disaster recovery procedures

8.2 Data Breach Notification

In the event of a data breach, we will:

  • Investigate and contain the breach promptly
  • Notify affected users within 72 hours
  • Report to relevant authorities as required
  • Take steps to prevent future breaches

8.3 Your Responsibility

You are responsible for:

  • Maintaining the confidentiality of your password
  • Restricting access to your account
  • Notifying us of unauthorized access
  • Using strong authentication methods

While we strive to protect all data, no system can guarantee absolute security.

 

9. Data Retention

9.1 Retention Periods

We retain your information for as long as:

  • Your account is active
  • Needed to provide the Service
  • Required by law or regulation
  • Necessary for legitimate business purposes

9.2 Deletion

When you delete your account:

  • Personal information is deleted within 30 days
  • Backup copies are deleted within 90 days
  • Some information may be retained for legal compliance
  • Anonymized data may be retained for analytics

 

10. Your Rights and Choices

10.1 Access and Portability

You have the right to:

  • Access your personal information
  • Request a copy of your data
  • Export your data in a portable format

10.2 Correction and Update

You can:

  • Update your account information
  • Correct inaccurate data
  • Request corrections to your information

10.3 Deletion

You can:

  • Delete your account at any time
  • Request deletion of specific data
  • Withdraw consent for data processing

10.4 Opt-Out

You can opt out of:

  • Marketing communications (via unsubscribe link)
  • Non-essential cookies (via browser settings)
  • Certain data collection practices

10.5 Data Processing Objection

You can object to:

  • Automated decision-making
  • Profiling for marketing purposes
  • Processing based on legitimate interests

10.6 Exercising Your Rights

To exercise any applicable privacy rights, contact us using the details provided in the “Contact Us” section below. We will respond to privacy-related requests within a reasonable timeframe and in accordance with applicable laws. We may require verification of identity before processing certain requests.

 

11. International Data Transfers

11.1 Global Operations

We operate globally and may transfer data to countries outside your residence. When we transfer data internationally, we implement appropriate safeguards to protect your information.

11.2 Data Localization

For certain regions, we may offer data residency options to store data within specific geographic boundaries upon request.

 

12. Children’s Privacy

12.1 Business-Oriented Platform

Our Service is designed and intended for use by businesses and their representatives. It is not directed toward children or individuals under the age of 18.

12.2 No Knowing Collection of Children’s Data

We do not knowingly collect personal information from children. If we become aware that personal information of a child has been collected without appropriate authorization, we will take reasonable steps to delete such information promptly.

12.3 Customer Responsibility

Business customers using Twixo are responsible for ensuring that their implementations comply with applicable laws related to children’s data protection, where relevant.

 

13. Third-Party Links and Services

Our Service may contain links to third-party websites and services. We are not responsible for their privacy practices. We encourage you to review their privacy policies before providing any information to them.

 

14. Your Privacy Rights

Depending on your location, you may have certain rights regarding your personal information:

  • Access: Request a copy of your personal data
  • Correction: Request correction of inaccurate data
  • Deletion: Request deletion of your data
  • Portability: Request your data in a portable format
  • Opt-out: Unsubscribe from marketing communications

To exercise these rights, contact us at support@twixo.com. We will respond within a reasonable timeframe.

 

15. Changes to This Privacy Policy

We may update this Privacy Policy periodically. We will:

  • Notify you of material changes via email or Service notification
  • Post the updated policy with a new “Last Updated” date
  • Provide 30 days’ notice for significant changes
  • Obtain consent where required by law

Continued use of the Service after changes constitutes acceptance of the updated policy.

 

16. Contact Us

For privacy-related questions or requests:

Company: Elox Tech Private Limited
Product: Twixo
Email: support@twixo.com
Website: https://www.twixo.com
Registered Office Address: C/613, Swati Trinity, Applewood Township, S.P. Ring Road, Ahmedabad 380058, India

We will respond to privacy-related requests within a reasonable timeframe.

 

17. Specific Service Features

 

17.1 Live Chat Widget
  • Visitor IP addresses are collected
  • Chat transcripts are stored
  • Visitor behavior is tracked (with consent)
  • Cookies are used for session management

17.2 Email Integration
  • Email content is processed and stored
  • Attachments are scanned for security
  • Email metadata is collected
  • Third-party email providers’ policies apply

17.3 Social Media Integration
  • Messages and interactions are synced with those platforms
  • Profile information is collected from the platform
  • Data is processed according to both our policy and the platform’s policy
  • The third-party platform’s terms and privacy policies apply
  • You should review the privacy policies of connected platforms

Important: By connecting third-party platforms, you authorize us to access and process data from those platforms on your behalf. The connected platforms will also process your data according to their own policies.

17.4 API Access
  • API keys and credentials are stored securely
  • API usage is logged and monitored
  • Rate limiting is applied
  • Data transmitted via API is encrypted

 

18. Enterprise Data Protection

For enterprise customers who require additional data protection terms, we can provide a separate Data Processing Agreement upon request. Contact us at support@twixo.com for details.

Acknowledgment: By using Twixo, you acknowledge that you have read and understood this Privacy Policy and agree to its terms.