Privacy Policy

Replai is a product operated by Bila Automation (Pty) Ltd(registration number 2026/360669/07), a company registered in South Africa (“Bila Automation”, “Replai”, “we”, “us”). We provide an AI customer-conversation platform for WhatsApp and website chat. Our registered company website is bilaautomation.co.za. For privacy matters you can reach our Information Officer at privacy@replai.co.za.

We collect:

• Account data — name, business name, email, phone number and billing details of the business that signs up.
• Conversation data — messages, attachments and contact details exchanged between a business and its customers through WhatsApp or the website widget.
• Knowledge base content — website pages, PDFs and FAQs a business uploads to train its agent.
• Usage data — log, device and analytics data used to operate and secure the service.

We process personal information only to provide and improve the service: routing and answering conversations, training each business’s agent, billing, support, security and meeting legal obligations. We do not sell personal information, and we do not use customer conversation content to train models for other businesses.

For data a business collects from its own customers through Replai, the business is the responsible party and Replai acts as an operator processing that data on the business’s instructions under a written agreement (see our Data Processing Addendum). For account and billing data, Replai is the responsible party.

We share data only with sub-processors needed to run the service — for example cloud hosting, AI model providers and payment processors — under contracts that require appropriate safeguards. WhatsApp messaging is delivered via Meta’s WhatsApp Business Platform and is subject to Meta’s own terms.

Some sub-processors may process data outside South Africa. Where that happens, we rely on POPIA section 72 safeguards, including contractual protections that provide an adequate level of protection.

Personal information is encrypted in transit and at rest, access is restricted on a need-to-know basis, and we keep data only for as long as needed to provide the service or as required by law. Businesses can export or delete their data from the dashboard or by request.

You may request access to, correction of, or deletion of your personal information, and you may object to processing. To exercise these rights, email privacy@replai.co.za. You also have the right to complain to the Information Regulator (South Africa).

We may update this policy from time to time. Material changes will be communicated through the dashboard or by email, and the “last updated” date above will change.