This Privacy Policy explains how Offlinq Technology Pvt. Ltd. ("Offlinq", "we", "us", or "our") — the company behind the dialque cloud calling and contact-centre platform — collects, uses, shares, retains, and protects your personal data.

It applies to our website, the dialque platform, and related services (together, the "Services"). By using the Services, you agree to the practices described in this Policy.

We handle personal data in accordance with the Digital Personal Data Protection Act, 2023 (the "DPDP Act"), the Information Technology Act, 2000 and the rules made under it (including the IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011), and the telecom regulations issued by the Telecom Regulatory Authority of India ("TRAI").

For the personal data of our website visitors and the business contacts of our customers, Offlinq acts as a Data Fiduciary and determines how and why that data is processed.

When a business customer uses dialque to make or receive calls and messages, we process the personal data of that customer’s contacts and call participants on the customer’s instructions. In those cases the customer is the Data Fiduciary and Offlinq acts as a Data Processor. Such customers are responsible for having a lawful basis — including any consent required — for the data they process through dialque.

We collect the following categories of personal data:

• Information you provide — name, business email, phone number, company name, role, and any message you submit through our contact, demo, newsletter, or live-chat forms.
• Account and billing data — for customers, login credentials, organisation details, your chosen plan, and billing information processed through our payment partners.
• Call and communication data — call detail records (calling and called numbers, date, time, duration, direction, and disposition), call recordings, transcripts, AI-generated summaries, and SMS/WhatsApp message metadata generated when you use the platform.
• Technical and usage data — IP address, device and browser type, approximate location, pages viewed, referring pages, and similar diagnostics, collected via cookies and analytics.
• Support and correspondence — records of your communications with our sales and support teams.

We use personal data for the following purposes:

• To provide, operate, and maintain the Services — including routing, recording, transcribing, and summarising calls, and delivering SMS/WhatsApp messages.
• To respond to your enquiries, schedule demos, and provide customer support.
• To manage accounts, process billing, and prevent fraud or misuse.
• To secure the Services, troubleshoot issues, and maintain audit logs.
• To comply with legal and regulatory obligations, including telecom and lawful-interception requirements.
• To improve and develop our products using aggregated or anonymised data.
• To send service updates and, where you have consented, marketing communications — which you can opt out of at any time.

We process personal data on the basis of your consent and the other legitimate uses permitted under the DPDP Act. Where we rely on consent, you may withdraw it at any time, though this will not affect processing carried out before the withdrawal.

Where Offlinq acts as a Data Processor for a customer, the lawful basis for processing end-user data — including obtaining consent from call participants — is the responsibility of that customer.

Calls placed or received through dialque may be recorded, transcribed, and analysed for quality, training, record-keeping, and compliance purposes.

Where call recording is enabled, the customer operating the campaign is responsible for informing call participants and obtaining any consent required under applicable law before recording. Recordings, transcripts, and call detail records are stored securely and are accessible only to authorised users of the relevant account.

As a calling and messaging platform, dialque is built to support compliance with TRAI’s Telecom Commercial Communications Customer Preference Regulations, 2018 (TCCCPR).

This includes scrubbing against the National Do Not Call / Do Not Disturb (NDNC/DND) registers before outbound dialling, supporting registration of headers and message templates on the DLT (Distributed Ledger Technology) platform for SMS, and helping customers manage subscriber consent and preferences. We do not knowingly support unsolicited commercial communication that violates these regulations.

Our website uses cookies and similar technologies that are strictly necessary for the site to function and, with your permission, analytics cookies that help us understand how the site is used. You can decline non-essential cookies and manage cookies through your browser settings.

We do not sell your personal data. We share it only in the following circumstances:

• Service providers and sub-processors — cloud hosting providers, telecom carriers, SMS and WhatsApp business service providers (BSPs), and payment processors, who process data on our behalf under written contracts.
• Legal and regulatory authorities — where disclosure is required by law, court order, or a valid request from a government or law-enforcement agency, including lawful-interception obligations applicable to telecom services.
• Business transfers — in connection with a merger, acquisition, or sale of assets, subject to this Policy.
• With your consent — where you have specifically asked us to share data with a third party, such as a CRM integration you enable.

Personal data processed through dialque is hosted on infrastructure located in India, with data-residency options in our Mumbai and Bengaluru regions. Any transfer of personal data outside India is carried out only as permitted under the DPDP Act and with appropriate safeguards.

We retain personal data only for as long as necessary to fulfil the purposes described in this Policy, to provide the Services under our contract with you, and to meet legal, tax, accounting, and telecom record-keeping obligations. Customers control the retention and deletion of their call data, recordings, and contact lists within the platform. When data is no longer required, we delete or anonymise it.

We implement reasonable security practices and procedures in line with the IT Act and the SPDI Rules, including encryption of data in transit and at rest, role-based access controls, network protections, monitoring, and audit logging. While we work hard to protect your data, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Subject to the DPDP Act, you have the right to:

• Access a summary of the personal data we process about you and how we process it.
• Request correction, completion, or updating of inaccurate or incomplete data.
• Request erasure of your personal data where it is no longer required.
• Nominate another individual to exercise your rights in the event of death or incapacity.
• Withdraw consent, raise a grievance with us, and escalate to the Data Protection Board of India if it remains unresolved.

To exercise these rights, contact our Grievance Officer (below). If your data is processed by Offlinq on behalf of one of our business customers, please direct your request to that customer; we will support them in responding.

The Services are intended for businesses and are not directed at children under the age of 18. We do not knowingly process the personal data of children without the verifiable consent of a parent or lawful guardian, as required by the DPDP Act.

We may update this Privacy Policy from time to time. We will revise the "Last updated" date above and, where changes are material, provide a more prominent notice. Your continued use of the Services after an update constitutes acceptance of the revised Policy.

In accordance with the DPDP Act and the IT Act / SPDI Rules, you may contact our Grievance Officer with any questions, requests, or complaints about your personal data:

We will acknowledge and address grievances within the timelines required under applicable law.