Legal
Privacy Policy
Last Updated: 6 August 2026
Welcome to Askivo AI ("Askivo", "we", "our", or "us"). This Privacy Policy explains how we collect, use, disclose, and protect information when you use our website, platform, AI assistants, integrations, and related services ("Services").
This Privacy Policy is designed to support compliance requirements for services integrated with WhatsApp Business Platform, Meta platforms, and other third-party providers.
By accessing or using Askivo, you agree to the practices described in this Privacy Policy.
Plain Language Summary
- We never use your documents to train AI models — only to retrieve answers
- We don't sell your personal data, ever
- You can access, correct, delete, or port your data — email hello@askivo.ai
- WhatsApp messages may be stored to provide service functionality — contact us for current retention details
- We notify you of data breaches without undue delay, per PDPA requirements
- Your data may be processed outside Malaysia — we use Standard Contractual Clauses as safeguards
This summary is for convenience only. The full sections below govern in case of any conflict.
1. About Askivo
Askivo is an AI knowledge assistant platform that enables organizations to:
- Create AI assistants trained on uploaded documents and approved content
- Deploy assistants on websites, internal systems, and messaging channels
- Manage customer enquiries and knowledge workflows
- Integrate with communication platforms including WhatsApp Business Platform
2. Information We Collect
2.1 Information You Provide
We may collect information you voluntarily provide, including:
Account Information
- Name
- Company name
- Email address
- Phone number
- Billing details
Workspace & AI Content
- Uploaded documents
- Website URLs
- FAQs
- Internal knowledge content
- Chatbot configuration data
Communication Data
- Messages sent through Askivo-powered assistants
- Customer support conversations
- WhatsApp messages processed through connected integrations
Feedback & Support
- Support requests
- Onboarding information
- Survey responses
- Beta testing feedback
2.2 Automatically Collected Information
We may automatically collect:
- IP address
- Browser type
- Operating system
- Device information
- Usage logs
- Analytics data
- Session activity
- Error logs
2.3 Information from Third-Party Integrations
If you connect third-party services, we may receive information from:
- Meta / WhatsApp Business Platform
- Google services
- Website crawlers / import tools
- CRM or messaging integrations
The information received depends on the permissions and settings authorized by you.
3. How We Use Information
We use information to:
- Provide and improve Askivo Services
- Generate AI-assisted responses
- Retrieve answers from connected knowledge sources
- Operate messaging and communication workflows
- Support integrations with WhatsApp Business Platform
- Authenticate users
- Monitor platform reliability and security
- Provide customer support
- Prevent abuse, spam, or unlawful activity
- Comply with legal obligations
4. Legal Basis of Processing
Under the Personal Data Protection Act 2010 (Malaysia) and its amendments, we process personal data only where we have a permitted basis. The bases on which we rely include:
- Consent — where you have given clear consent for specific processing (e.g., marketing communications, optional analytics)
- Performance of a contract — processing necessary to provide the Services you signed up for (e.g., account creation, AI assistant operation)
- Legitimate interests — processing that is reasonably necessary for our legitimate business operations (e.g., platform security, abuse prevention), balanced against your rights and expectations
- Legal obligation — processing required to comply with applicable laws, regulations, or lawful requests from authorities
Where we rely on consent, you may withdraw it at any time by contacting hello@askivo.ai. Withdrawal does not affect the lawfulness of processing before withdrawal.
5. AI Processing & Knowledge Handling
Askivo uses AI models and retrieval systems to process content and generate responses.
5.1 Knowledge Sources
Uploaded documents, websites, and connected data sources may be processed, indexed, chunked, embedded, and stored for the purpose of enabling AI-assisted retrieval and responses.
5.2 AI Training & Model Improvement
Askivo does NOT use your uploaded documents, conversations, or workspace content to train, fine-tune, or improve any AI model. Customer content is used solely for retrieval-augmented generation (RAG) to answer queries against your own knowledge base.
Your data is never used to improve models for other customers, nor is it shared with AI providers for training purposes. Third-party AI providers (e.g., Google Gemini API) process your content under terms that prohibit training on customer data.
5.3 AI Responses
AI-generated responses may not always be accurate, complete, or suitable for all situations. Organizations and users remain responsible for reviewing outputs, verifying information, and determining suitability for operational, legal, financial, or medical use.
6. WhatsApp Business Platform & Messaging Data
If you connect WhatsApp Business Platform or related services:
- Messages may be processed through Meta infrastructure
- WhatsApp message content may be temporarily stored to provide service functionality, support, and compliance
- Messaging activity may be logged for support, analytics, compliance, and troubleshooting
Users are responsible for ensuring proper consent and opt-in from message recipients, compliance with WhatsApp Business Platform policies, and lawful use of customer communication data. Askivo does not control Meta's policies, enforcement actions, or availability of WhatsApp services.
7. Data Sharing & Disclosure
We do not sell personal data.
We may share information with:
- AI providers — for AI response generation (under terms that prohibit training on customer data)
- Cloud hosting providers — for server infrastructure and data storage
- Communication service providers — for messaging and transactional email delivery
- Legal authorities when required by law
Data shared is limited to what is reasonably necessary to provide the Services. A current list of sub-processors is available on request for enterprise customers.
8. Data Storage & Security
We implement reasonable technical and organizational measures to protect data, including:
- Access controls and role-based permissions
- Encrypted transmission (HTTPS/TLS)
- Encrypted storage at rest
- Authentication safeguards (including OAuth and session management)
- Infrastructure monitoring and logging
- Restricted administrative access
8.1 Data Breach Notification
In the event of a personal data breach that is likely to result in significant harm or affect a large number of data subjects, we will notify affected users without undue delay and in accordance with the requirements of the Personal Data Protection Act 2010 (Malaysia) and its amendments.
Notifications will describe the nature of the breach, the likely consequences, and the measures we are taking or recommend you take to address it.
However, no method of electronic transmission or storage is completely secure.
9. Data Retention
We retain personal data only for as long as reasonably necessary to provide the Services, comply with legal obligations, resolve disputes, and enforce agreements. When you delete your account, we delete your workspace data and associated content immediately, except where retention is required by law (e.g., for fraud prevention, legal holds, or regulatory compliance).
Email verification tokens expire after 24 hours and password reset codes expire after 15 minutes — these are deleted immediately upon use or expiry.
Users may request deletion of their workspace and associated data at any time by contacting hello@askivo.ai, subject to legal and operational requirements. If you need specific retention period details for your compliance review, contact us and we will provide current information.
10. Your Rights
Under the Personal Data Protection Act 2010 (Malaysia) and its amendments, you may have the following rights regarding your personal data:
- Right of access — request a copy of the personal data we hold about you
- Right to correct — request correction of inaccurate or incomplete information
- Right to delete — request deletion of your personal data (subject to legal retention obligations)
- Right to data portability — request your data in a structured, machine-readable format
- Right to withdraw consent — withdraw consent for processing that relies on it, at any time
- Right to object — object to processing based on legitimate interests for direct marketing or other purposes
- Right to limit processing — request that we limit processing to storage only in certain circumstances
To exercise any of these rights, contact our Data Protection Officer at hello@askivo.ai. We will respond within 30 days. There is no charge for exercising these rights, though we may require verification of your identity.
11. Automated Decision-Making & Profiling
Askivo uses AI to generate responses to user queries. These responses are generated automatically based on your uploaded knowledge content and retrieval-augmented generation.
AI-generated responses may affect end-users (e.g., customers interacting with Askivo-powered chatbots or WhatsApp assistants). We do not use automated profiling for decisions that produce legal or similarly significant effects on individuals.
If you believe an AI-generated response has adversely affected you, you may request human review by contacting hello@askivo.ai.
12. End-User (Chatbot Visitor) Privacy
If you are an individual interacting with an Askivo-powered assistant (e.g., a customer using a website chatbot or WhatsApp assistant deployed by one of our customers), your messages and any personal data you share are processed by the organization that deployed the assistant (the data controller), with Askivo acting as their processor.
- Your messages may be stored to provide the service and for the deploying organization's support and compliance purposes
- The deploying organization is responsible for obtaining your consent and informing you about how your data is used
- You may exercise your data protection rights by contacting the organization that deployed the assistant directly
- If you are unable to identify or reach the deploying organization, you may contact us at hello@askivo.ai and we will forward your request
Askivo retains end-user message data in accordance with the retention periods in Section 9, unless the deploying organization requests earlier deletion.
14. Third-Party Services
Askivo may contain links to or integrations with third-party services. We are not responsible for third-party privacy practices, content, or platform availability.
Users should review the privacy policies of those providers separately.
15. Children's Privacy
Askivo is not intended for use by children under 13 years of age. We do not knowingly collect personal information from children under 13.
If you believe we have collected personal data from a child under 13, please contact hello@askivo.ai and we will take steps to delete such data.
16. International Data Transfers
Data may be processed or stored in jurisdictions outside Malaysia, including where our sub-processors operate infrastructure. By using Askivo, you consent to such transfers where permitted by law.
We rely on appropriate safeguards for international transfers, including Standard Contractual Clauses with our sub-processors where required. Details are available in our Data Processing Agreement, which is provided to enterprise customers on request.
17. Data Processing Agreement
Organizations that use Askivo to process personal data of their customers may require a Data Processing Agreement (DPA) to meet their own compliance obligations under the Personal Data Protection Act 2010 (Malaysia) and other applicable privacy laws.
Our standard DPA covers sub-processors, security measures, breach notification, audit rights, and data return on termination. It is available to enterprise customers on request.
To request a copy of our DPA, contact hello@askivo.ai.
18. Changes to This Privacy Policy
We may update this Privacy Policy periodically. Updated versions will be published on this page with a revised effective date.
Continued use of Askivo after changes constitutes acceptance of the updated policy. For material changes, we will notify you by email or via the Terms Acceptance screen on your next login.
Contact Us
If you have questions about this document, contact: