Customer Support Privacy Policy
WhatsApp & Chatwoot
Last Updated: October 14, 2026
AIMT HORIZON PTE. LTD. (AiMT Horizon, we, us or our) uses WhatsApp and Chatwoot to provide customer support. We are responsible for how we use and disclose customer support information for the purposes described in this policy, and for handling your privacy requests.
How to request deletion of your data
You can request deletion of your customer support data by emailing:
Suggested subject: Customer support data deletion request
- Include the WhatsApp phone number (with country code) or email address you used to contact us, so we can locate your records.
- Tell us which support data you want deleted, or ask us to delete all of your customer support data. You may include an approximate conversation date to help us find it.
- Provide an email address where we can contact you. Do not include passwords, verification codes or payment card details.
Our team will contact you to verify that the request relates to your information and clarify its scope if needed. We will complete the handling of your deletion request within 30 days of receiving your email and inform you of the outcome.
You do not need to sign in or start a new WhatsApp conversation to make this request. You can also use the same email address to ask about its progress.
Information we collect
- Your WhatsApp phone number when you contact us through WhatsApp.
- Your email address when you provide it for support or follow-up.
- The messages, attachments and other information you choose to share in your support conversation, together with the conversation details needed to handle your enquiry.
Please share only the information needed for your enquiry. Do not send passwords, verification codes, full payment card numbers, financial account numbers or identification document numbers through WhatsApp or in a privacy request. These details are not needed to request deletion of your customer support data.
How we use your information
We use this information to receive and respond to your enquiries, follow up on support issues, manage the related conversation and handle your privacy or deletion requests. Please share only the information needed for your enquiry.
Contacting us for customer support does not by itself give permission for marketing messages.
WhatsApp and Chatwoot
WhatsApp is the messaging channel through which you contact us. We use Chatwoot to manage customer support conversations and subscribe to its official service. Our support team uses these tools to receive messages, attachments and contact details and respond to your enquiry.
WhatsApp / Meta also processes information under its own terms and privacy policy. This policy describes our customer support handling; it does not replace the policies of those services.
Processing outside Singapore
Our customer support service providers may store or process information outside Singapore, including in the countries where they host services or provide support. Overseas processing remains subject to applicable data protection requirements. Using WhatsApp to contact us does not by itself authorise unrelated uses of your information.
How long we keep your information
We keep customer support information only for as long as needed to deal with your enquiry, provide necessary follow-up or meet applicable legal obligations. When it is no longer needed for these purposes, we delete it or anonymise it.
Closing or archiving a conversation does not by itself delete its data.
Your privacy requests and choices
You can contact us using the email address in Contact us to request access to or correction of your customer support information, raise a privacy concern or complaint, or withdraw consent for processing that relies on your consent.
We may need to verify your identity before acting on a request. We will handle requests subject to applicable law and explain any restriction that applies. Withdrawing consent may mean we cannot continue parts of the support that require the affected information.
You can also ask us to stop contacting you through WhatsApp, either in the conversation or by email.
What your deletion request covers
Your request covers customer support records we manage, including your phone number, email address, messages and attachments. It also covers related copies under our control, such as exports or synchronised copies, if any. It does not delete your WhatsApp or Meta account, or records independently controlled by those services.
If any records must be retained to meet a legal obligation, we will explain which records are affected and why when we tell you the outcome.
Where a deletion request affects backup copies, we will explain any remaining copies, why they remain and the applicable removal arrangements when we inform you of the outcome. Backup copies are not an exception allowing indefinite retention. This does not extend our 30-day deadline for completing the handling of your deletion request.
This customer support process is separate from requests about your AiMT Merchant App account.
Contact us
For privacy questions, complaints or requests concerning your customer support data, contact AIMT HORIZON PTE. LTD. at: