Plain-language commitment. Each business’s customer data stays with that business. Maîtrise does not sell personal data, does not use it for advertising, does not build cross-business customer profiles and does not use identifiable customer conversations to train shared AI models.
1. Who this policy covers
This Privacy Policy applies when you visit our website, contact Maîtrise, connect a business account to Maîtrise through Facebook / Meta, WhatsApp or Google, use a Maîtrise workspace, review a preview or form that Maîtrise prepared for you, or send or receive WhatsApp messages handled by Maîtrise for a named business.
“Maîtrise,” “we,” “us” and “our” mean Maîtrise Business Systems, based in Lebanon. “Business client” means a business using Maîtrise. “Customer” means a person whose information a business client provides, or whose conversation Maîtrise handles for a business client. It forms part of our Terms & Conditions.
2. The business and Maîtrise have different roles
For customer-care work, the business client decides why its customers are contacted, which customers may be contacted and when, and is responsible for having a lawful basis and any required permission. Maîtrise handles that data on the business’s behalf and on its instructions, to provide the service, apply permission and opt-out rules, keep the workspace separate and report results.
Maîtrise decides how it uses its own account, website, connection, security, billing and business-development data. If a signed agreement or the law assigns different roles, that agreement or law applies.
3. Personal data we may handle
Business and account information
- Business name, activity, locations, working hours, services, prices and approved customer-care rules.
- Names, roles, phone numbers and email addresses of the owner and staff, including the numbers chosen to receive notifications and to control automated replies.
- Workspace sign-in details, connection invitations and records of acceptance of our Terms.
- Subscription, invoice, payment status and usage records.
- Files, product information and instructions supplied for the service.
Customer and conversation information
- Name, WhatsApp profile name, phone number and the business the conversation belongs to.
- Message content, voice notes, images and other media sent in the conversation, and internal transcripts of voice notes.
- Messages the business’s own team sends from its WhatsApp Business app on the connected number.
- Contacts and previous conversations, if the business chose to share them when connecting through Meta.
- Visit, service, order or delivery events; satisfaction feedback, complaints, requests, escalations and outcomes.
- Permission and opt-out records, agreed return dates (for example 6, 12, 18 or 24 months), message timestamps and delivery status.
Health businesses
When a clinic or rehabilitation centre uses Maîtrise, a customer may mention health information in a message. Maîtrise does not ask for it and uses it only to pass the message to the clinic and keep the conversation record for that clinic. It is never used for any other purpose.
Prospective business clients
To find businesses that may benefit from our service, we may collect publicly available business information such as a business name, category, address, public phone number, website and public ratings from sources such as Google Maps and search. We use it only to contact that business about Maîtrise. A business can ask us at any time to stop contacting it and to delete this information.
Website, previews and technical information
- Information you send by email, WhatsApp, phone or through a preview, review or feedback form we share with you.
- IP address, device and browser information, request time, page requested and security logs recorded by our hosting providers.
The public website does not use advertising trackers or behavioral-advertising cookies.
4. Data we receive from Facebook / Meta and WhatsApp
When a business connects through Meta’s official Embedded Signup (Facebook Login for Business), Meta shares with Maîtrise only what the person connecting approves. This can include: the Facebook user ID and name of the person who authorized the connection; the Meta business portfolio, WhatsApp Business Account and phone-number identifiers; the business display name, verification and account status; an access token that lets Maîtrise use the approved permissions; and, after connection, the message events for that number described above.
We use this data only to connect the account, provide and secure the customer-care service for that business, meet platform requirements and keep required records. We do not sell it, use it for advertising, share it with data brokers or use it to build profiles across businesses. Access tokens are stored encrypted and are never shown in business-owner views. We never ask for a Facebook or WhatsApp password.
You can remove Maîtrise’s access at any time in your Facebook settings (Business Integrations) or Meta Business settings. To have the data we already hold deleted, follow our Data Deletion instructions.
If a business connects its Google Business Profile, we use the approved access only to manage that profile, its information and its reviews for the business, under the same rules.
5. Where the data comes from
From business clients and their staff; from customers who send or receive messages; from Meta, WhatsApp and Google through the connections a business approves; from public sources for prospective business clients; and from the technical systems that deliver and secure the service.
6. Why we use personal data
- Provide the customer care and other services the business authorized, in the business’s name.
- Keep every conversation in the correct business workspace.
- Understand messages and voice notes, answer routine questions and route decisions to the right person at the business.
- Detect when a person from the business has joined a conversation, so automated replies step back, and notify the business’s chosen staff when a customer needs them.
- Ask for, record and respect permission and opt-outs, and send only agreed return reminders.
- Share the business’s own review link and prepare factual customer-care, satisfaction and operational reports for the business.
- Count usage, issue invoices and manage payment status.
- Contact businesses that may be interested in Maîtrise.
- Secure the service, investigate incidents, prevent misuse and keep audit records.
- Improve the service using aggregated or de-identified information that does not identify a business or a customer.
- Meet legal obligations and establish, exercise or defend legal claims.
We rely on the business client’s instructions and lawful authority for customer-care processing, on our contract with the business for account and billing data, and on our legitimate interests or legal obligations for security, business development and compliance. Where consent is required, the business must obtain it, or it is requested and recorded in the conversation.
7. Automated message processing
Maîtrise uses automated processing, including artificial-intelligence language and speech-to-text technology provided by specialist technology providers, to understand messages, transcribe voice notes, prepare or send routine replies, classify feedback and prepare reports. These providers process the data only to return a result to Maîtrise, under terms that do not allow them to use it to train their own models.
Automated replies can be wrong. The service is not allowed to invent a sale, permission, booking, price, decision or resolution, and it does not make decisions with legal or similarly significant effects on a customer. Human oversight is available, and a person from the business can take over any conversation.
9. Where data is stored and international processing
Our application and database servers are located in the United States. Meta, WhatsApp, Google and our other providers may also process data in other countries. We use providers with recognized security practices and contractual protections, and limit what we send them to what the service needs. A business should not use Maîtrise for data that its own legal or contractual obligations prohibit from being processed outside Lebanon.
10. Security and isolation
We use encrypted connections, encrypted storage of access tokens and credentials, authenticated staff access, separate business workspaces, audit records, permission and opt-out checks and duplicate protection. Access by Maîtrise staff is limited to people who need it to run, support or secure the service, and they are bound by confidentiality. No online service can promise absolute security. Business clients must protect their own access and staff phones and report suspected misuse promptly.
11. Retention and deletion
- Customer-care data is kept while the business uses Maîtrise, and as long as needed for agreed return reminders. After the service ends, the business has 30 days to request an export; we then delete or anonymize the data within a further 30 days.
- Access tokens are deleted or invalidated when the connection is removed or the service ends.
- Prospective-client research is kept for up to 12 months unless a business relationship begins, or deleted earlier on request.
- Invoices and accounting records are kept for the period required by Lebanese law.
- Opt-out records are kept in minimal form (for example a phone number and date) so that a person who opted out is not contacted again.
- Backups and logs expire on their normal cycle and are not restored for ordinary use.
Full instructions are on our Data Deletion page.
12. Access, correction and choices
Depending on your relationship with Maîtrise and the law that applies to you, you may ask to access, correct, export, restrict or delete your personal data, or object to certain processing. A customer can tell us to stop at any time in the WhatsApp conversation; we record the opt-out and stop the relevant messages.
When the data belongs to a business client’s customer-care program, we may coordinate your request with that business. We verify requests proportionately and will never ask for your password, access token or payment-card details. You may also complain to the competent authority in your country.
13. Children
The service is designed for businesses and is not directed to children. Business clients must not ask Maîtrise to contact children for promotional purposes. Where a minor’s information reaches Maîtrise through a parent or guardian (for example for a clinic appointment), it is handled only for that business’s customer care.
14. Changes to this policy
We may update this policy when the service, the law or platform requirements change. We will publish the new date on this page and give additional notice to active business clients when a change materially affects them.
15. Contact Maîtrise
For a privacy question, opt-out, access request or complaint, contact us below. You may also contact the business whose customer-care program sent the message.
