Payflo AI Privacy Policy
This policy explains how Payflo collects, uses, stores, shares, and protects information. It covers Payflo AI and Payflo services connected to it, including the Chatflo app published by Payflo.
To delete a Chatflo account, follow the steps at chatfloapp.com/how-to-delete-account. You can also request access, correction, or deletion by email as described in section 17.
1. Introduction
Payflo AI is a WhatsApp-based digital assistant used by merchants, customers, staff, partners, and other Payflo users for different services, including business support, customer service, product information, merchant tools, reporting, payments-related support, onboarding, stock assistance, promotions, and other Payflo-powered experiences.
This Privacy Policy explains how Payflo collects, uses, stores, shares, protects, and improves information when you interact with Payflo AI or any Payflo service connected to it.
By using Payflo AI, sending messages to Payflo on WhatsApp, submitting information, or continuing to use our services, you agree to this Privacy Policy.
2. Information we may collect
Depending on how you use Payflo AI, we may collect the following types of information.
2.1 Personal information
This may include:
- Your name
- Phone number
- Business name
- Customer or merchant profile information
- Location or area, where required for a service
- Identification details, where required for verification or compliance
- Contact details
- Account or registration information
- Information you voluntarily provide through WhatsApp or other Payflo channels
2.2 Business and merchant information
For merchants and business users, we may collect:
- Store name and branch details
- Product, stock, sales, order, or transaction-related information
- Staff or user activity linked to the merchant account
- Customer service requests
- Business preferences, settings, and usage history
- Reports, uploads, files, images, documents, receipts, or product lists provided to Payflo
2.3 WhatsApp messages and interaction data
When you communicate with Payflo AI through WhatsApp, we may process:
- Messages you send and receive
- Message timestamps
- Media, images, documents, voice notes, or files you send
- Conversation history
- Requests, commands, questions, and responses
- Delivery, read, and interaction status where available
- Support and service history
2.4 Technical and usage data
We may collect technical information such as:
- Device type
- Browser or app-related data
- IP address, where applicable
- Logs and error reports
- System activity
- Feature usage
- Security events
- AI interaction patterns
- Performance and reliability data
3. How we use your information
Payflo may use your information to:
- Provide Payflo AI services
- Respond to your messages and requests
- Help merchants manage their businesses
- Support customer service and issue resolution
- Process registrations, onboarding, orders, or service requests
- Generate reports, summaries, alerts, and recommendations
- Improve Payflo products, services, and user experience
- Detect fraud, abuse, misuse, security threats, or suspicious activity
- Maintain accurate records
- Communicate important service updates
- Personalize responses and recommendations
- Train, test, monitor, and improve Payflo AI systems
- Comply with legal, regulatory, tax, audit, and operational requirements
- Protect Payflo, merchants, customers, partners, and the public
4. Use of AI and automated systems
Payflo AI uses artificial intelligence and automated systems to understand messages, generate responses, analyze information, assist users, and improve service delivery. AI-generated responses may not always be perfect. Important decisions involving money, legal rights, disputes, account restrictions, fraud, or serious business matters may require human review.
Payflo may review AI conversations, system outputs, and related data to improve accuracy, safety, service quality, fraud prevention, and user experience.
5. Anonymized and aggregated data
Payflo may create anonymized, aggregated, statistical, or de-identified data from information collected through Payflo AI and related services. This means we may remove or transform details that directly identify a person, customer, merchant, staff member, or business.
Payflo may own, use, analyze, retain, commercialize, and improve services using this anonymized or aggregated data for purposes including:
- Improving Payflo AI
- Training and testing better AI models
- Building better merchant and customer experiences
- Understanding market trends
- Improving fraud detection
- Improving product recommendations
- Creating business intelligence and analytics
- Developing new products and services
- Measuring system performance
- Producing non-identifying reports and insights
Payflo will not intentionally use anonymized or aggregated data to identify you personally, unless required for security, fraud prevention, legal compliance, or where permitted by law.
6. Personal data versus anonymized data
Your personal information remains protected under applicable privacy and data protection laws. Anonymized or aggregated data that can no longer reasonably identify you may be used by Payflo for the purposes described in this Privacy Policy. If data can still reasonably identify you, we will treat it as personal information.
7. Sharing of information
Payflo may share information where necessary with:
- Payflo employees, contractors, and authorized support teams
- Service providers who help us operate Payflo AI and related systems
- Cloud hosting, software, analytics, security, communication, and AI providers
- WhatsApp, Meta, and related messaging infrastructure providers
- Merchants, where the information relates to their customers, staff, orders, or services
- Customers, where required to complete a service or communication
- Regulators, law enforcement, courts, or public authorities where required by law
- Professional advisers, auditors, insurers, or legal representatives
- Business partners, where necessary to deliver a Payflo service and where appropriate safeguards are in place
We do not sell your personal information to third parties.
8. WhatsApp and third-party platforms
Payflo AI operates through WhatsApp and may rely on third-party platforms, infrastructure, and service providers. When you use WhatsApp, your use is also subject to WhatsApp’s own terms, privacy policies, and business messaging rules.
Payflo is responsible for how it collects, uses, and manages information that you provide to Payflo through WhatsApp, but Payflo does not control all aspects of WhatsApp’s own platform, infrastructure, or data practices.
9. Marketing and promotional messages
Payflo may send service messages, updates, reminders, offers, promotions, or educational content through WhatsApp or other channels where permitted. You may opt out of marketing or promotional messages by following the instructions provided in the message or by contacting Payflo. Even if you opt out of marketing, Payflo may still send important service, security, account, legal, or transactional messages.
10. Data retention
Payflo will keep personal information for as long as reasonably necessary to:
- Provide services
- Maintain user and merchant accounts
- Resolve disputes
- Keep business and financial records
- Meet legal, tax, regulatory, audit, and compliance requirements
- Prevent fraud, abuse, or security incidents
- Improve and maintain Payflo AI and related systems
Retention periods may differ depending on the type of information and the service involved. Anonymized and aggregated data may be kept for longer periods because it does not reasonably identify an individual or business.
11. Security
Payflo takes reasonable technical and organizational measures to protect information against unauthorized access, loss, misuse, alteration, disclosure, or destruction. These measures may include access controls, encryption, logging, monitoring, staff permissions, secure hosting, authentication controls, backups, and security reviews.
However, no digital system is completely secure. Users should avoid sending unnecessary sensitive information through WhatsApp unless required for a specific Payflo service.
12. User responsibilities
When using Payflo AI, you agree to:
- Provide accurate information
- Not submit false, fraudulent, illegal, or misleading information
- Not share another person’s personal information unless you have permission or legal authority
- Not use Payflo AI to harass, defraud, threaten, abuse, or harm others
- Not attempt to bypass Payflo’s security systems
- Not submit confidential third-party information unless authorized
Merchants are responsible for ensuring that any customer, staff, or business information they submit to Payflo is collected and shared lawfully.
13. Children and minors
Payflo AI is generally intended for use by adults, merchants, businesses, customers, and authorized users. Where a service involves minors, Payflo may require consent from a parent, guardian, or legally authorized person, depending on the nature of the service and applicable law.
14. Sensitive information
Some Payflo AI services may involve sensitive information, such as identity details, financial-related information, device ownership information, legal complaints, dispute information, or other protected data. Payflo will only collect sensitive information where necessary for the relevant service, where permitted by law, or where you voluntarily provide it for a specific purpose.
15. International processing
Payflo may use service providers, hosting systems, AI providers, or communication infrastructure located outside Botswana. Where information is transferred or processed outside Botswana, Payflo will take reasonable steps to ensure that appropriate safeguards are applied in accordance with applicable law.
16. Your rights
Depending on applicable law, you may have rights to:
- Ask what personal information Payflo holds about you
- Request correction of inaccurate information
- Request deletion of certain personal information
- Object to certain processing
- Withdraw consent where processing is based on consent
- Request restriction of certain processing
- Request a copy of certain information
- Complain to the relevant data protection authority
These rights may be subject to legal, operational, security, fraud prevention, accounting, or regulatory limitations.
17. Requests to access, correct, or delete information
To request access, correction, deletion, or other privacy assistance, contact Payflo using the contact details below. Payflo may need to verify your identity before processing your request.
Payflo may refuse or limit a request where required or permitted by law, including where information must be retained for legal, accounting, fraud prevention, dispute resolution, security, or operational reasons.
Chatflo app users can delete an account in the app or by email. The steps, and what data is deactivated versus kept, are published at https://chatfloapp.com/how-to-delete-account.
18. Business and merchant data
Where a merchant uses Payflo AI for business operations, Payflo may process business data to provide services to that merchant. Merchant data may be used to:
- Generate reports and insights
- Improve stock, sales, and operational visibility
- Detect unusual activity
- Improve merchant experience
- Support customer service
- Improve Payflo AI tools
Payflo may use anonymized and aggregated merchant data to improve Payflo products, train better systems, understand merchant needs, and develop new services.
19. Customer data submitted by merchants
Merchants may submit customer information to Payflo AI for services such as receipts, orders, support, registration, reminders, promotions, delivery, asset recovery, or other Payflo services. Merchants are responsible for ensuring they have the right to submit customer information to Payflo.
Payflo will process such information for the purpose of providing the requested service and for other purposes described in this Privacy Policy.
20. Fraud, security, and compliance
Payflo may use information, including AI analysis, to detect and prevent:
- Fraud
- Identity misuse
- Unauthorized account access
- Suspicious transactions
- Abuse of Payflo services
- System attacks
- Spam or harmful activity
- Violations of Payflo terms or policies
Where necessary, Payflo may restrict access, investigate activity, preserve records, or share information with relevant authorities.
21. Changes to this Privacy Policy
Payflo may update this Privacy Policy from time to time. When we make changes, we may notify users through WhatsApp, our website, app, dashboard, or other reasonable channels. Continued use of Payflo AI after changes means you accept the updated Privacy Policy.
22. Contact Payflo
If you have questions about this Privacy Policy or how Payflo handles your information, contact us at:
For privacy-related requests, please use the subject Privacy Request.