LineUp Privacy Policy

Last updated: 25 October 2026

LineUp ("LineUp", "we", "us") is a service that lets a business connect its own WhatsApp Business Account and Instagram professional account, send and receive customer messages, manage message templates and use AI assistants to answer customers. LineUp is operated by AARDINOVATIONS PRIVATE LIMITED. Contact for all privacy matters: contact@lineuptech.in.

1. Who is who

Business customers (our users) sign up for LineUp and connect their own accounts. For their own account data we act as the data controller.
The business's customers are the people who message a business on WhatsApp or Instagram. For their conversations we act as a data processor on behalf of the business.

2. What we collect

Account data: phone number used to sign in, name, email, business name, website and GST number if entered.
Connection data: WhatsApp Business Account ID, phone number ID, display phone number and business name; Instagram account ID, username and follower count; and the access tokens that let LineUp act for the account. Tokens are used only by our servers and are never shown to other users.
Conversation data: messages sent to and from the business, the sender's phone number or Instagram ID, and the profile name Meta provides.
Leads and activity: leads created from conversations, bot settings, auto-reply rules, message templates, and notifications.
Technical and security logs: basic logs and error events needed to run and protect the service.

We receive Meta platform data only through the permissions the business grants (WhatsApp and Instagram messaging and account management permissions). We do not collect data from Meta beyond that.

3. How we use it

To connect the business's accounts, send and receive messages, manage templates, and show conversations and leads to that business.
To generate AI replies from the business's own instructions and knowledge.
To run, secure, support and improve the service, and to prevent abuse.

We do not sell personal data, we do not use Meta platform data for advertising, and we do not use it to build profiles for other purposes.

4. AI processing

When a customer messages a business that has an AI assistant switched on, the message and recent conversation are sent to Google's Gemini models through Google Cloud (Vertex AI) to produce a reply. Under Google Cloud's terms, this data is not used to train Google's models. We do not send this data to any other AI provider. A business can switch the AI off, and can add keyword replies that are sent without AI.

5. Who we share data with

Google (Firebase and Google Cloud): hosting, database, authentication, functions and AI processing, as our service providers.
Meta (WhatsApp and Instagram): messages are delivered through Meta's platforms under their terms.
Authorities: only when required by law.

We do not sell or rent personal data.

6. Messaging rules and opt-out

Businesses must only message people who have opted in. Contacts can reply STOP at any time to opt out, and LineUp then stops automated and campaign messages to them until they reply START.

7. Retention

We keep data while the account is active. When a business deletes a conversation, lead or connection, or closes its account, the related data is deleted from our systems, and from backups within 30 days. Security logs are kept for a limited period for abuse prevention.

8. Your rights and deleting your data

Under India's Digital Personal Data Protection Act, 2023 and other applicable laws you can ask to access, correct or erase your personal data, and to withdraw consent. A business can disconnect WhatsApp or Instagram in the app at any time, which removes the stored connection and token. To delete an account and all its data, use Profile > Delete Account in the app for immediate deletion, follow the instructions at app.lineuptech.in/data-deletion, or email us. We respond to emailed requests within 30 days.

9. Security

Data is stored in Google Firebase with access rules that restrict each account to its own data, encrypted in transit and at rest. Access tokens are used server-side only. No system is perfectly secure, and we will notify affected users and authorities of a breach as required by law.

10. Children

LineUp is for businesses and is not directed at children under 18.

11. Grievance officer

Grievance Officer, AARDINOVATIONS PRIVATE LIMITED, contact@lineuptech.in.

12. Changes

We may update this policy and will change the date above. Material changes will be notified in the app.