Terms of Service & Privacy Policy

We collect information you provide directly, including:

• contact details such as name, email, and business information
• account and onboarding information
• communication and implementation requirements

We also collect operational data necessary to provide the service, including:

• customer conversation data processed through the platform, such as messages, phone numbers, and related metadata
• usage data related to system activity, performance, and reliability
• technical data such as device, browser, and log information

Runbook integrates with messaging platforms such as WhatsApp and Instagram via Meta's APIs.

When you use the platform:

• customer messages, phone numbers, and related metadata may be received from Meta platforms
• this data is processed solely to deliver, manage, and automate customer communications on your behalf

You are responsible for ensuring that you have obtained all necessary user consents and permissions before sending messages through these platforms.

• provide and operate the Runbook platform
• manage and process customer conversations
• enable AI-assisted and automated messaging workflows
• support onboarding, implementation, and customer operations
• maintain system security, performance, and reliability
• comply with legal and regulatory obligations

Runbook uses AI service providers, including OpenAI, to generate suggested or automated responses.

This may involve:

• processing message content
• generating replies based on customer interactions

AI processing is used solely to support communication workflows and improve service quality. We do not use customer data to independently market to end users.

We do not sell personal information.

We may share data with trusted third-party service providers necessary to operate the platform, including:

• messaging platforms such as Meta / WhatsApp
• AI processing providers such as OpenAI
• cloud infrastructure and database providers

These providers are given access only to the extent necessary to perform their services.

We may also disclose information where required by law or to protect our legal rights.

Runbook may facilitate the delivery of payment links through integrations with third-party payment providers.

Runbook does not process or store payment card or financial information.

All payment transactions are handled directly by third-party payment gateways and are subject to their respective privacy policies and terms.

We retain information for as long as necessary to:

• provide the service
• meet contractual obligations
• comply with legal requirements

We implement administrative, technical, and organizational measures designed to protect data against unauthorized access, loss, misuse, or alteration.

However, no system can be guaranteed to be completely secure.

If you use Runbook to manage communications on behalf of other businesses or clients, you are responsible for:

• ensuring lawful collection and use of personal data
• obtaining all required consents
• complying with applicable data protection laws

Runbook processes such data on your behalf as a service provider.

You may request access, correction, or deletion of applicable personal data by contacting us at support@rbmetrics.com. We will respond to verified requests in accordance with applicable laws and contractual obligations.

We may update this Privacy Policy from time to time. Updates will be posted on this page with a revised effective date.

For privacy-related questions, contact support@rbmetrics.com.