Privacy Policy

Last updated: June 2025  |  AIC Holdings Limited

Pinghand ("we", "our", or "us") is operated by AIC Holdings Limited, a company incorporated in Hong Kong. This Privacy Policy explains how we collect, use, and protect information when you use our WhatsApp AI auto-reply service.

1. Information We Collect

When businesses use Pinghand, we process the following information:

• Business information: Business name, services, pricing, hours, address, and owner contact details provided by the business owner during setup.
• WhatsApp message content: The text of messages sent by customers to the business's WhatsApp number, and the AI-generated replies sent in response.
• Customer phone numbers: The WhatsApp phone numbers of customers who message the business.
• Booking information: Appointment dates, times, and customer names when customers book via WhatsApp.
• Account credentials: Email address and password for dashboard access (passwords are hashed and never stored in plain text).

2. How We Use Information

We use the information we collect to:

• Generate AI-powered replies to customer WhatsApp messages on behalf of the business
• Display conversation history in the business owner's dashboard
• Enable appointment booking and send booking confirmations and reminders
• Alert business owners to urgent or complaint messages requiring personal attention
• Improve the accuracy and quality of AI replies
• Process subscription billing and manage accounts

3. WhatsApp and Meta

Pinghand uses the WhatsApp Business Cloud API, provided by Meta Platforms, Inc. Messages are transmitted through Meta's infrastructure. By using Pinghand, businesses and their customers acknowledge that messages are processed via Meta's WhatsApp platform, which is subject to WhatsApp's own Privacy Policy.

Pinghand is an independent service and is not affiliated with, endorsed by, or sponsored by Meta Platforms, Inc. or WhatsApp LLC.

4. AI Processing

Message content is processed by Google's Gemini AI service to generate replies. Message text is sent to Google's API for this purpose. Google's use of this data is governed by Google's Privacy Policy. We do not use customer message content to train AI models.

5. Data Storage

Message history and business data are stored securely in Supabase (PostgreSQL database hosted on AWS). Data is stored in the Singapore region. We apply appropriate technical and organisational measures to protect data against unauthorised access, loss, or disclosure.

6. Data Retention

Conversation history is retained for as long as the business account is active. Business owners may request deletion of their data at any time by contacting us at hello@pinghand.com. Upon account cancellation, data is deleted within 30 days.

7. Data Sharing

We do not sell personal data to third parties. We share data only with the following service providers necessary to operate the service:

• Meta Platforms, Inc. — WhatsApp message delivery
• Google LLC — AI reply generation (Gemini API)
• Supabase Inc. — Database storage
• Upstash Inc. — Session and cache storage (Redis)
• Stripe, Inc. — Payment processing
• Fly.io, Inc. — Server hosting

8. Customer Rights

Customers whose messages have been processed by Pinghand may request access to, correction of, or deletion of their data by contacting the business they messaged, or by contacting us directly at hello@pinghand.com.

9. Cookies

The Pinghand dashboard uses session cookies to maintain your logged-in state. No third-party tracking cookies are used.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify business account holders of material changes by email. Continued use of the service after changes constitutes acceptance of the updated policy.

11. Contact Us

For any privacy-related questions or requests, please contact:

AIC Holdings Limited
Hong Kong
Email: hello@pinghand.com