Privacy Policy

• If you’re a pharmacy or retailer’s customer: the pharmacy or retailer you chat with decides how your data is used. It is the data controller, and Plural processes your data on its behalf.
• If you work for a pharmacy or retailer and connect a number: Plural is responsible for the data about your account and connection described below.

When a pharmacy or retailer connects WhatsApp through Meta’s login dialog

With permission given in the dialog, we receive:

• the pharmacy or retailer’s WhatsApp Business account ID, phone number ID, display phone number and verified business name
• number status and quality rating, and message template status
• an access token that lets our app manage the number and send messages for that pharmacy or retailer.

We also record which staff member connected the number, and when the account owner accepts our WhatsApp terms, including the owner’s name, the time, IP address and browser details.

We use the dialog only to connect the pharmacy or retailer’s WhatsApp account. We don’t use it to read personal Facebook profile, friends or posts data.

When customers chat or order

• WhatsApp or Telegram identifier, phone number and profile name
• message text, and any details you choose to share in the chat
• order details: items, delivery address, email address, totals and order status
• payment status and references. We don’t receive your full card number or bank login; payment pages are run by our payment providers.

When a pharmacy or retailer imports past chats

If a pharmacy or retailer turns this on, we copy up to six months of its existing WhatsApp chat history, text only, into its NeoPharmacy inbox. Imported chats are never used to send messages automatically. If the number is also used in the WhatsApp Business app, contact names saved there are used only to fill in a missing customer name on an existing chat.

We use this data to:

• connect the pharmacy or retailer’s number, and send and receive its messages
• show chats to the pharmacy or retailer’s team, and let a pharmacist/human assistant step in
• run the automated assistant
• take orders, take payment and send order updates
• charge the pharmacy or retailer for the service
• keep the service secure, and meet legal obligations

Automated assistant. A pharmacy’s chat may be answered by an automated assistant, which says that it is automated. It can help with products, orders and store information. It may suggest products or alternatives. It isn’t a substitute for advice from a pharmacist or doctor, and a pharmacist or human assistant can take over the chat and reviews orders when they are fulfilled.

We don’t use WhatsApp or Telegram message data to train AI models, and we don’t sell it or use it for advertising.

• Meta (WhatsApp) and Telegram, which carry the messages under their own terms
• The pharmacy or retailer you are chatting with, and its authorised staff
• AI model providers, which generate the assistant’s replies. The assistant runs only with a setting that requires zero data retention by those providers.
• Payment providers, currently TPay and Monnify, to process payments
• Hosting, storage and backup providers, currently Simplifyd and DigitalOcean.
• Email and notification providers
• Authorities, when the law requires it

We protect your data and these transfers as the Nigeria Data Protection Act 2023 requires.

• Chat records, including imported chats: up to 365 days after the chat was last active, then deleted.
• Orders and payment records: as long as tax, accounting and pharmacy rules require.
• Terms acceptance records: as long as needed to show what was agreed.
• Access tokens: until the number is disconnected.

Under the Nigeria Data Protection Act 2023 you can ask to see, correct or delete your data, object to or limit how it’s used, withdraw consent, and ask for a copy. You can also complain to the Nigeria Data Protection Commission.

Pharmacy or retailer’s customers should contact their pharmacy or retailer first, as it decides how your data is used. We’ll help it respond. You can also contact us directly.

Anyone who uses or is affected by these services can ask us to delete their data:

• Email contact@plural.health with the subject “Data deletion request”. Tell us your phone number or account, and the pharmacy involved if you know it.
• Pharmacies or retailers can also disconnect a number at any time in NeoPharmacy Settings. Meta’s connection can also be removed in the pharmacy’s Meta Business settings.

We’ll confirm receipt and respond within 30 days. If we can’t delete something, for example records the law requires us to keep, we’ll tell you why.

Step-by-step instructions are on our data deletion page.

Access tokens are encrypted at rest, data is encrypted in transit, and access is limited by role and by pharmacy. No system is completely secure. We’ll notify affected people and the regulator of a serious breach as the law requires.

These services are not meant for anyone under 18.

We’ll update this page when our practices change, and show the new date at the top.