Privacy Policy

Last updated: April 2026

1. Introduction

Trelinx ("we", "our", or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered calling platform. We comply with Singapore's Personal Data Protection Act (PDPA) and applicable data protection regulations.

2. Information We Collect

We collect the following types of information:

Account Information

  • Name and email address
  • Company name and business details
  • Phone number
  • Payment and billing information

Contact Data

  • Contact lists you upload for calling campaigns
  • Phone numbers and names of call recipients
  • Custom fields and notes associated with contacts

Call Data

  • Call recordings and transcripts
  • Call duration, timing, and outcomes
  • Appointment bookings made during calls

Usage Data

  • Platform usage analytics
  • Feature interactions and preferences
  • Device and browser information

3. How We Use Your Information

We use collected information to:

  • Provide and maintain our AI calling services
  • Process your transactions and manage your account
  • Improve our AI models and service quality
  • Send service updates and support communications
  • Ensure compliance with legal obligations including PDPA and DNC requirements
  • Detect and prevent fraud or abuse
  • Generate anonymized analytics and insights

4. Data Storage and Security

We take data security seriously and implement industry-standard measures:

  • All data is encrypted at rest using AES-256 encryption
  • Data in transit is protected using TLS 1.3
  • Call recordings and data are stored in secure Singapore-based data centers
  • Access controls and audit logging for all data access
  • Regular security assessments and monitoring

5. Data Retention

We retain your data for as long as your account is active or as needed to provide services. Call recordings are retained according to your subscription plan (7-90 days depending on tier). You may request deletion of your data at any time. After account termination, we retain data for up to 30 days before permanent deletion, unless required by law to retain longer.

6. Data Sharing

We do not sell your personal data. We may share information with:

  • Service Providers: Third parties who assist in operating our platform (cloud hosting, payment processing)
  • Integration Partners: When you connect third-party services (CRM, calendars) as authorized by you
  • Legal Requirements: When required by law, court order, or government request
  • Business Transfers: In connection with a merger, acquisition, or sale of assets

7. Your Rights Under PDPA

Under Singapore's PDPA, you have the right to:

  • Access: Request a copy of your personal data we hold
  • Correction: Request correction of inaccurate personal data
  • Withdrawal: Withdraw consent for data collection/use
  • Portability: Request your data in a portable format
  • Deletion: Request deletion of your personal data

To exercise these rights, contact us at hello@trelinx.com.sg.

8. WhatsApp and Messaging Data

Our platform integrates with Meta's WhatsApp Business API to provide messaging services. When you connect your WhatsApp Business Account to Trelinx, we collect and process:

  • WhatsApp phone numbers and business account identifiers
  • Inbound and outbound message content and metadata
  • Customer phone numbers and profile names from conversations
  • Message delivery status and timestamps
  • OAuth access tokens (encrypted at rest using AWS KMS)

This data is used solely to operate the messaging service on your behalf, including delivering messages, enabling AI-powered automated replies, and providing conversation management tools. We do not use WhatsApp message data for advertising, sell it to third parties, or share it beyond what is necessary to provide the service.

9. Meta Platform Data Usage

Data obtained from Meta APIs (including the WhatsApp Business API and Facebook Login) is handled in accordance with the Meta Platform Terms and Meta Developer Policies. Specifically:

  • We only request permissions necessary to provide our services
  • Meta platform data is not transferred to or used by any data brokers or advertising networks
  • We do not use Meta data to build or augment user profiles for advertising purposes
  • Access tokens are encrypted and stored securely with automatic expiration handling
  • When you disconnect your WhatsApp Business Account, we delete the associated access tokens within 24 hours

10. AI-Powered Automated Messaging

Our platform uses AI to automatically respond to incoming WhatsApp messages on behalf of businesses. You should be aware that:

  • Message content is processed by AI language models to generate contextual replies
  • AI responses are generated in real time and are not pre-reviewed by humans unless a conversation is escalated
  • Businesses can configure AI behavior through system prompts, knowledge bases, and tool integrations
  • Conversations can be escalated to human agents at any time, either automatically or by customer request
  • Message history is retained to provide conversation context and is subject to the data retention policies in Section 5

As a business using Trelinx, you are responsible for ensuring your automated messaging complies with WhatsApp Business policies and applicable regulations, including informing your customers that they may be interacting with an AI assistant.

11. Call Recipients' Privacy

When our AI agents make calls on your behalf, recipients are informed that the call may be recorded. As our customer, you are responsible for ensuring you have appropriate consent or legal basis to contact individuals and that their data is handled in compliance with PDPA. We check phone numbers against Singapore's DNC Registry as required by law.

12. Data Deletion

You can request deletion of your data at any time through the following methods:

  • Email our Data Protection Officer at hello@trelinx.com.sg with the subject "Data Deletion Request"
  • Disconnect your WhatsApp Business Account from the Integrations page in the Trelinx dashboard, which immediately removes stored access tokens
  • Delete your Trelinx account from Settings, which triggers deletion of all associated data including conversations, messages, call recordings, and contact lists within 30 days

For data received through Meta APIs, deletion requests are processed within 24 hours. We will confirm deletion via email once complete.

13. Shopify Integration

When you connect your Shopify store to Trelinx, we collect and process:

  • Shop domain and store identifiers
  • Shopify access tokens (encrypted at rest using AWS KMS)
  • Product catalog data (names, descriptions, prices, images)
  • Draft orders created by AI agents on your behalf
  • Customer lookup data used to verify messaging contacts

This data is used solely to enable AI agents to look up products, create draft orders, and send invoices during conversations. We do not use Shopify data for advertising or share it beyond what is necessary to provide the service. When you disconnect your Shopify store, associated access tokens are deleted immediately.

14. Payment Processing (HitPay)

Trelinx integrates with HitPay to enable payment collection (e.g., appointment deposits). When payments are processed:

  • Payment references, transaction status, and amounts are recorded
  • No credit card numbers or bank account details are stored by Trelinx
  • Payment links are generated via the HitPay API and shared with customers
  • Transaction records are retained for billing reconciliation and reporting

Trelinx does not process payments directly. HitPay acts as the payment processor and is subject to its own privacy policy. For questions about payment data handling, please refer to HitPay's documentation.

15. Cookies and Tracking

We use essential cookies to operate our platform and analytics cookies to improve our services. You can control cookie preferences through your browser settings. We use Google Analytics to understand how users interact with our website.

16. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

17. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact our Data Protection Officer at hello@trelinx.com.sg.

Trelinx Pte. Ltd.
Singapore