Privacy Policy

1. Introduction & Scope

Welcome to Callens OS (“Callens OS”, “we”, “our”, or “us”), accessible via callensos.com and related application domains including app.callensos.com. Callens OS is a multi-tenant business operating system operated by Callens Incorporation, a sole proprietorship operated by Anil Saxena (an enterprise operated as a sole proprietorship; not a corporation or separate legal person). Callens OS is engineered to unify organizational operations, communications, customer records, workflows, and administrative billing in one centralized workspace.

This Privacy Policy explains how we collect, process, store, protect, and handle personal information and customer data when you visit our website, register for an account, subscribe to our waitlist, or use our platform services and connected integrations.

We are committed to operating with high standards of data protection, tenant-scoped data isolation, and clear transparency, particularly regarding customer communications processed through third-party platforms such as Meta’s WhatsApp Business Platform.

2. Data Controller vs. Data Processor

To understand our privacy responsibilities, it is important to distinguish between the two primary roles Callens OS serves:

• Callens OS as a Data Controller: We act as a Data Controller regarding personal data we collect directly for our own business relationships. This includes information submitted when you sign up for our coming-soon waitlist, register a Callens OS account, authenticate via Google OAuth or email, manage workspace billing, or communicate directly with our support team.
• Callens OS as a Data Processor (Service Provider): When businesses, academies, institutes, or organizations create a workspace on Callens OS (“Tenants” or “Subscribing Organizations”), they enter and process information about their own staff, prospective leads, enrolled students, customers, contacts, and communication recipients (“Customer Data”). In this context, the Subscribing Organization is the Data Controller, and Callens OS acts strictly as a Data Processor following the organization’s instructions and configuration.

3. Information We Collect

We only collect information necessary to provide, secure, and improve our services. The categories of data we process include:

A. Account Registration & Authentication Information

• Identity Information: Your full name, email address, workspace name, and profile avatar URL.
• Authentication Credentials: Password hashes generated through secure, irreversible one-way cryptographic algorithms. We never store or have access to plaintext passwords.
• Single Sign-On (Google OAuth): If you choose to register or authenticate using Google Single Sign-On, we collect your unique Google subject identifier (google_sub), verified email address, name, and profile picture provided by Google.
• Session Information: Cryptographic session tokens and timestamps used to keep you securely signed in to your active workspace.

B. Workspace Configuration & Organization Data

• Organization Details: Workspace name, URL slug (e.g. org-slug), business category, organization size, operational goals, and enabled application modules.
• Workspace Memberships: Team member associations, assigned administrative roles (such as owner, admin, or staff member), and permission configurations.

C. Operational Business Records (Customer Data)

Processed within workspaces on behalf of our Subscribing Organizations:

• Contacts & Leads: Names, phone numbers, email addresses, custom tags, inquiry sources, role descriptions, and relationship histories.
• Program & Academic Data: Courses, batches, enrollment records, attendance status, and student/client profile data.
• Billing & Financial Records: Invoices, payment transaction logs, tax settings, fee breakdowns, and receipt metadata. (Payment card or banking details are processed by compliant third-party payment gateways; we do not store raw credit card numbers).
• Custom Form Submissions: Form responses submitted by prospects, applicants, or contacts through public forms generated by Callens OS workspaces.

D. Technical, Usage & Audit Data

• Audit Logging: For security and governance, our system records critical actions within a workspace, including user identity, action performed, entity affected, IP address, and timestamp.
• Log Data: Browser user-agent strings, device types, access timestamps, and error diagnostic logs necessary to maintain system stability.

4. WhatsApp Business Platform & Meta Integration

Callens OS enables workspace administrators to connect their official Meta WhatsApp Business Platform account to manage inbound and outbound customer conversations directly from their unified Callens OS inbox.

Our WhatsApp integration relies on the official Meta Cloud API and Meta Embedded Signup. We adhere strictly to the following technical and operational practices:

Data Handled Through the WhatsApp Integration:

• Onboarding & Account Identifiers: During Meta Embedded Signup, temporary state tokens (e.g. wbs_st_...) are generated to validate the OAuth handshake. Upon completion, we store the organization’s WhatsApp Business Account ID (WABA ID), Phone Number ID, verified business display name, and registered phone number.
• Access Tokens: Temporary authorization codes are exchanged directly with Meta’s Graph API for access tokens. These tokens are encrypted with AES-256-GCM before storage in our PostgreSQL database and are refreshed or re-authenticated as required by Meta.
• Inbound & Outbound Messages: Message text, timestamps, sender/recipient phone numbers, sender display names, and external Meta message IDs are processed to populate the organization’s unified message thread.
• Delivery Statuses & Webhooks: Webhook events received from Meta’s servers (signed with HMAC SHA-256 signatures via x-hub-signature-256) are validated to update message delivery receipts (sent, delivered, read) in real time.
• WhatsApp Message Types: The current Callens OS WhatsApp integration processes incoming and outgoing text-based messages, timestamps, phone numbers, and delivery receipts. Media attachments (such as images, voice notes, video, or documents) are not currently retrieved, downloaded, or stored by the Callens OS integration.

Disconnecting WhatsApp & Token Deletion:

A workspace administrator can disconnect the WhatsApp integration at any time through the Integrations Hub in the application interface (via DELETE /api/v1/integrations/whatsapp/disconnect). When an organization disconnects:

1. The encrypted Meta access token and connection record are immediately and permanently deleted from our active operational database. (Standard encrypted database backup snapshots expire and are purged in accordance with standard backup lifecycle schedules; records are not instantly expunged from historical backups at the second of disconnection).
2. Inbound webhook notifications for that phone number will no longer be processed by Callens OS (unmatched inbound payloads are ignored and dropped).
3. Historical text conversation records already recorded in the workspace are retained as part of the customer’s business records until deleted by the workspace administrator.

5. How We Use Information

We process personal information and Customer Data for the following specific purposes:

• Delivering Platform Services: Authenticating users, providing workspace dashboards, managing multi-tenant organizational records, and processing workflows.
• Facilitating Communications: Dispatching and receiving messages across connected channels (including WhatsApp Business, transactional email, and SMS) as instructed by workspace users.
• Enforcing Tenant Security: Verifying permissions, preventing cross-tenant access, and maintaining tenant isolation across shared infrastructure.
• Customer Support & Service Maintenance: Addressing technical inquiries, monitoring system performance, debugging errors, and preventing platform abuse.
• Legal & Regulatory Compliance: Satisfying statutory bookkeeping requirements, preventing fraudulent activity, and complying with Meta Developer and WhatsApp Business Messaging Policies.
• Waitlist Notifications: Sending product launch announcements and onboarding updates to individuals who voluntarily registered on our coming-soon landing page.

6. Multi-Tenancy & Data Isolation

Callens OS is architected as a secure multi-tenant platform. We understand that our customers entrust us with sensitive business operations, customer databases, and communications.

Our technical architecture enforces logical data isolation through PostgreSQL Row-Level Security (RLS):

• Every business entity, contact, message, invoice, and integration connection is strictly bound to an immutable organization_id.
• Database queries enforce tenant boundaries at the database engine level via session configuration (app.current_org_id).
• No workspace user can query, inspect, modify, or delete records belonging to another organization.

7. Third-Party Service Providers & Sub-Processors

We partner with select third-party infrastructure and service providers to operate our platform. These providers are bound by strict contractual data protection obligations and are permitted to process information only to deliver their respective services:

We do not sell personal data to third parties, and we do not disclose Customer Data to government agencies or third parties unless compelled by valid legal process (such as a court order or subpoena).

8. Data Storage, Security & Encryption

We implement technical and organizational measures designed to protect information from unauthorized access, loss, alteration, or disclosure:

• Encryption in Transit: All communications between your browser, our servers, and third-party APIs (such as Meta Graph API) are encrypted using Transport Layer Security (TLS 1.2 or TLS 1.3).
• Encryption at Rest: Sensitive authentication tokens (including WhatsApp access tokens and OAuth credentials) are encrypted at rest using industry-standard AES-256-GCM authenticated encryption. Database volumes and storage buckets use hardware-level encryption at rest.
• Role-Based Access Control (RBAC): Access within workspaces is restricted according to assigned user roles. Workspace owners and administrators control which team members have access to messages, contacts, finances, and settings.
• Auditability: Administrative actions, integration configuration changes, and authentication events are logged for security auditing.

9. Data Retention & Deletion

We retain personal data and Customer Data in accordance with the following criteria:

• Waitlist Data: Email addresses provided via our coming-soon notify form are retained until product launch notifications are fulfilled, or until you opt out by contacting us.
• Active Workspace Data: Customer records, contacts, and message histories are retained for as long as the subscribing organization maintains an active Callens OS workspace account.
• Integration Data: When an integration (such as WhatsApp) is disconnected by an administrator, the corresponding access tokens and connection credentials are removed immediately and permanently from our active database. Historical encrypted database backup snapshots rotate and expire according to standard automated backup retention policies; records are not instantly expunged from historical backups at the time of disconnection.
• Account Closure & Workspace Deletion: To close a workspace or request full tenant deletion, the Workspace Owner must contact support at callenscrm@gmail.com. Upon verified request and account closure, all tenant-associated operational data is deleted from active systems. Encrypted database backup snapshots rotate and are overwritten in accordance with standard automated backup lifecycle schedules.

End-User Data Deletion Requests: If you are an individual whose data is held within a Callens OS workspace (for example, as a lead, student, or WhatsApp contact of a subscribing business), please direct your deletion or access request to that business directly (the Data Controller). If you contact Callens OS directly, we will forward your request to the relevant workspace administrator to the extent permitted by law.

10. Workspace Administrators' Role & Responsibilities

Workspace administrators maintain direct control over their workspace configurations and Customer Data. By using Callens OS, administrators acknowledge and agree that they are responsible for:

• Ensuring they possess a valid legal basis and all necessary customer consents before collecting personal data or importing contact lists into Callens OS.
• Complying with all applicable messaging policies, including the WhatsApp Business Messaging Policy, which requires businesses to obtain clear opt-in consent from individuals before initiating business messages.
• Respecting contact opt-outs, unsubscribes, and requests to cease messaging across all connected channels.
• Managing authorized team members, assigning appropriate access roles, and promptly revoking credentials for departed personnel.

11. Your Privacy Rights & Choices

Depending on your location and applicable data protection legislation (such as GDPR, UK GDPR, or the Digital Personal Data Protection Act), you may have the following rights regarding personal data for which Callens OS acts as Data Controller:

• Right of Access: You may request confirmation of whether we process your personal data and obtain a copy of that data.
• Right to Rectification: You may request correction of inaccurate or incomplete personal information.
• Right to Erasure (“Right to be Forgotten”): You may request the deletion of your personal data, subject to legal or contractual retention obligations.
• Right to Restriction of Processing: You may request that we limit the processing of your personal data under certain circumstances.
• Right to Data Portability: You may request an export of your personal data in a structured, commonly used, and machine-readable format.
• Right to Withdraw Consent: Where processing is based on consent, you may withdraw your consent at any time without affecting the lawfulness of processing prior to withdrawal.

To exercise any of these rights, please contact us using the information in Section 14 below. We will respond to verified requests within the statutory timeframe required by applicable law.

12. Children's Privacy

Callens OS is a business-to-business (B2B) platform intended for commercial, institutional, and professional use. We do not knowingly market to or collect personal data directly from children under the age of 18 (or the age of majority in your jurisdiction). If a parent or guardian discovers that their child has provided personal information to us without required parental consent, please contact us immediately so we can promptly delete the information.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our platform features, integration capabilities, legal requirements, or operational practices. When updates are published, we will revise the “Last Updated” and “Effective Date” at the top of this document.

For material changes that significantly affect how personal information is handled, we will provide prominent notice on our website or notify registered workspace administrators directly via email prior to the changes taking effect.

14. Contact & Business Information

If you have questions, comments, or concerns regarding this Privacy Policy, or if you wish to exercise your data protection rights, please contact our privacy team: