Privacy policy

Souhait Connect is operated by:

Legal entity

Souhait Hub

Trading name

Souhait Connect

Business address

23rd Otsaame Mensah Street, Abofu, Achimota, Accra, Ghana

Privacy email

privacy@souhaitconnect.com

Support email

support@souhaithub.com

Telephone

+233 55 314 3196

For personal data collected directly for account administration, billing, security, marketing, and operation of the platform, Souhait Hub acts as the data controller.

When a business uses Souhait Connect to process its customers’ personal data, that business generally acts as the data controller, while Souhait Hub acts as its data processor or service provider. In those circumstances, the business determines why and how its customer data is processed.

This Privacy Policy applies to Souhait Connect’s website, applications, dashboards, APIs, integrations, support services, and related products.

It does not govern the independent privacy practices of:

• Businesses using Souhait Connect;
• Meta Platforms, Inc. or WhatsApp;
• Payment providers such as Paystack;
• Websites or services linked from Souhait Connect; or
• Third-party integrations selected by a business.

These organisations may process personal data under their own privacy policies.

Depending on how you interact with Souhait Connect, we may collect the following categories of personal data.

3.1 Account and business information

This may include:

• Full name;
• Business name;
• Email address;
• Telephone number;
• Job title or account role;
• Country and business address;
• Account credentials;
• Team-member information;
• Subscription plan;
• Profile image; and
• Business registration or verification information.

3.2 WhatsApp and communication information

When a business connects its WhatsApp Business account to Souhait Connect, we may process:

• WhatsApp Business Account identifiers;
• Business telephone numbers;
• Meta Business Account information;
• Customer telephone numbers;
• WhatsApp profile names and available profile information;
• Message content;
• Message timestamps and delivery status;
• Images, audio, videos, documents, and other attachments;
• Message templates;
• Customer-support enquiries;
• Opt-in and opt-out records; and
• Conversation assignments and internal notes.

Souhait Connect does not obtain a person’s private WhatsApp conversations unless those communications are sent to or received from a business account connected to Souhait Connect.

3.3 Customer, lead, order, and booking information

Businesses may use Souhait Connect to collect and manage:

• Customer names and contact details;
• Product and service enquiries;
• Orders and booking information;
• Delivery details;
• Customer preferences and interests;
• Customer-support history;
• Lead status;
• Payment status;
• Feedback; and
• Other information voluntarily submitted during a conversation.

Businesses must not use Souhait Connect to collect unnecessary sensitive personal data.

3.4 AI and automation data

When artificial-intelligence features are used, we may process:

• Customer messages and prompts;
• Business knowledge-base content;
• Product and service information;
• Instructions supplied to the AI assistant;
• AI-generated responses;
• Conversation classifications;
• Extracted customer intent;
• Feedback on AI responses; and
• Automation performance information.

AI-generated responses may occasionally be inaccurate. Businesses are responsible for reviewing their automations and providing appropriate human oversight, particularly where a response or decision may significantly affect an individual.

Unless expressly disclosed and enabled, Souhait Connect will not use a business’s private customer conversations to train publicly available artificial-intelligence models.

3.5 Payment and subscription information

When you purchase a subscription, we may collect:

• Billing name and address;
• Subscription plan;
• Transaction reference;
• Payment status;
• Currency and amount;
• Invoice information; and
• Limited payment-method information received from the payment processor.

Payments may be processed by Paystack or another authorised payment provider. Souhait Connect does not ordinarily store complete card numbers, card verification values, Mobile Money PINs, or online-banking credentials.

3.6 Technical and usage information

We may automatically collect:

• Internet Protocol address;
• Browser and device type;
• Operating system;
• Device identifiers;
• Login activity;
• Pages and features accessed;
• Dates and times of access;
• Referring URLs;
• Approximate location derived from an IP address;
• Error reports;
• Cookie identifiers; and
• Security and audit logs.

3.7 Support and correspondence information

When you contact us, we may collect your contact information, support messages, screenshots, call records, diagnostic information, and files you voluntarily provide.

We may collect personal data:

• Directly from you;
• From businesses using Souhait Connect;
• Through the WhatsApp Business Platform and authorised Meta integrations;
• Through payment providers;
• Through cookies and similar technologies;
• From team members who invite you to an account;
• From integrations enabled by a business; and
• From publicly available or otherwise lawfully obtained sources.

We may use personal data to:

• Create, authenticate, and manage accounts;
• Connect and operate WhatsApp Business accounts;
• Send, receive, route, and store business messages;
• Generate AI-assisted responses;
• Automate customer-service, sales, order, and booking workflows;
• Maintain customer and lead records;
• Facilitate human takeover of automated conversations;
• Process subscriptions and payments;
• Provide analytics and reports;
• Deliver technical and customer support;
• Send service announcements and security notices;
• Detect fraud, spam, abuse, and unauthorised access;
• Maintain, troubleshoot, and improve the platform;
• Enforce our agreements and acceptable-use requirements;
• Comply with legal and regulatory obligations; and
• Send marketing communications where permitted.

Souhait Hub does not sell personal data.

Where applicable law requires a legal basis, we process personal data on one or more of the following grounds:

Performance of a contract

The processing is necessary to provide requested services.

Consent

The individual has given valid consent.

Legitimate interests

The processing is necessary to operate, secure, improve, or market Souhait Connect, provided those interests are not overridden by individual rights.

Legal obligation

The processing is necessary to comply with applicable law.

Vital interests

The processing is necessary to protect someone’s life or physical safety.

Legal claims or public interest

The processing is necessary to establish or defend legal rights or satisfy an applicable public-interest requirement.

Businesses using Souhait Connect are responsible for establishing a lawful basis for sending WhatsApp messages and processing their customers’ personal data.

Every business using Souhait Connect must:

• Provide an appropriate privacy notice to its customers;
• Obtain legally required consent before sending messages;
• Comply with WhatsApp Business messaging and commerce requirements;
• Honour opt-out, access, correction, and deletion requests;
• Process only data necessary for legitimate business purposes;
• Keep account credentials and access tokens secure;
• Establish suitable retention periods;
• Restrict employee access to customer information;
• Avoid uploading unlawfully or improperly obtained data; and
• Provide any legally required notice when customers interact with an AI assistant.

If you are a customer of a business using Souhait Connect, requests concerning your conversation data should normally be directed to that business. We will provide reasonable assistance to the business where required.

Souhait Connect may use artificial intelligence to:

• Classify messages;
• Identify customer intent;
• Recommend or generate responses;
• Summarise conversations;
• Retrieve business information; and
• Trigger workflows configured by a business.

Souhait Connect is not intended to make final decisions concerning employment, credit, insurance, medical treatment, legal rights, or other matters producing significant legal or similarly serious effects without appropriate human review.

Individuals may request human assistance by contacting the relevant business or using any available human-takeover option.

We may share personal data with:

• Meta and WhatsApp for message delivery and account connectivity;
• Cloud-hosting, database, storage, and authentication providers;
• AI providers used to generate or analyse responses;
• Paystack and other payment processors;
• Email, analytics, monitoring, and customer-support providers;
• Professional advisers, auditors, insurers, and legal representatives;
• Government authorities where disclosure is legally required;
• A purchaser or successor involved in a merger, acquisition, financing, restructuring, or sale of assets; and
• Other parties where you have given consent or directed us to share information.

Service providers are permitted to process personal data only for authorised purposes and subject to applicable confidentiality and data-protection obligations.

We may disclose aggregated or anonymised information that does not reasonably identify an individual.

Some service providers used by Souhait Connect may be located outside Ghana or outside the country where an individual resides. Personal data may therefore be transferred to and processed in other countries.

Where required, we use appropriate safeguards for international transfers, including contractual protections, data-processing agreements, encryption, approved transfer mechanisms, and security assessments.

We retain personal data only for as long as reasonably necessary to:

• Provide the services;
• Fulfil the purposes described in this Policy;
• Comply with contractual and legal obligations;
• Resolve disputes;
• Prevent fraud and abuse; and
• Enforce our agreements.

Account and business records are generally retained while an account remains active and for a reasonable period after closure. Financial and transaction records may be retained for periods required by tax, accounting, anti-fraud, and other applicable laws.

Conversation and customer data are retained according to the relevant business’s account configuration, instructions, subscription terms, and legal obligations.

When personal data is no longer required, we will delete, anonymise, or securely isolate it. Information may remain temporarily in encrypted backups until those backups are overwritten through our normal retention cycle.

We implement reasonable administrative, organisational, and technical measures designed to protect personal data, including:

• Encryption in transit and, where appropriate, at rest;
• Access controls and role-based permissions;
• Authentication and account-security measures;
• Logging and security monitoring;
• Secure credential and access-token storage;
• Backups and recovery procedures;
• Confidentiality obligations; and
• Vulnerability management and incident-response procedures.

No internet-based service can be guaranteed to be completely secure. Users are responsible for maintaining strong passwords, securing their devices, controlling team access, and promptly reporting suspected unauthorised activity.

If we become aware of a personal-data breach, we will investigate it, take reasonable containment and remediation measures, and notify affected customers, individuals, or regulators where required by law.

Businesses must promptly notify Souhait Hub of any suspected compromise involving their accounts, connected WhatsApp accounts, access tokens, or customer data.

Subject to applicable law, you may have the right to:

• Obtain confirmation that we process your personal data;
• Request access to your personal data;
• Correct inaccurate or incomplete information;
• Request deletion of personal data;
• Object to or restrict certain processing;
• Withdraw consent;
• Request a portable copy of eligible information;
• Object to direct marketing;
• Request human review of certain automated decisions; and
• Lodge a complaint with a competent data-protection authority.

To exercise these rights, contact privacy@souhaitconnect.com. We may request information necessary to verify your identity.

Where Souhait Hub processes information solely on behalf of a business, we may refer your request to that business.

Individuals in Ghana may also lodge a complaint with the Data Protection Commission of Ghana.

We may send product updates, offers, and promotional communications where permitted by law. You may unsubscribe by:

• Selecting the unsubscribe option in an email;
• Replying “STOP” or using another stated opt-out method;
• Changing your notification preferences; or
• Contacting us at privacy@souhaitconnect.com.

You may continue receiving non-promotional communications required for account administration, billing, security, or service delivery.

Souhait Connect may use essential, preference, analytics, and advertising cookies or similar technologies.

Essential cookies are necessary for authentication, security, and operation of the platform. Where required by law, non-essential cookies will be used only after consent is obtained.

You may control cookies through our cookie-consent tool, where available, or through your browser settings. Disabling certain cookies may affect the platform’s functionality.

Souhait Connect is intended for businesses and people who are at least 18 years old. We do not knowingly allow children to create business accounts or knowingly collect children’s personal data directly without appropriate legal authority.

If you believe that a child’s personal data has been collected improperly, contact us at privacy@souhaitconnect.com.

Businesses must not use Souhait Connect to collect or process health information, biometric information, financial credentials, political opinions, religious beliefs, sexual-orientation information, government identification numbers, or other sensitive personal data unless:

• The processing is lawful and necessary;
• Appropriate notice and consent have been obtained;
• Suitable safeguards have been implemented; and
• The processing is permitted under Souhait Connect’s terms.

Customers should not send passwords, payment PINs, complete card details, or other confidential credentials through WhatsApp conversations.

Souhait Connect may contain links or integrations with third-party services. Enabling an integration may permit personal data to pass between Souhait Connect and that third party.

We do not control and are not responsible for an independent third party’s privacy practices. Users should review the third party’s privacy policy before enabling an integration or submitting personal data.

WhatsApp and Meta are independent services. Their processing of personal data is governed by their applicable terms and privacy policies.

Account owners may request account closure through the dashboard or by contacting support@souhaithub.com.

Before closing an account, the account owner should export information that the business is legally or operationally required to retain.

After receiving a valid closure request, we will delete or anonymise eligible account data, subject to legal-retention obligations, dispute preservation, security requirements, and backup cycles.

We may update this Privacy Policy to reflect changes in our services, technology, business practices, or legal obligations.

The updated version will be published with a revised “Last updated” date. Where a change materially affects users’ rights or how personal data is used, we will provide additional notice where reasonably practicable or legally required.

Souhait Hub intends to process personal data in accordance with applicable privacy and data-protection laws, including Ghana’s Data Protection Act, 2012 (Act 843).

Depending on a person’s location and Souhait Connect’s activities, additional requirements may arise under laws such as:

• The European Union General Data Protection Regulation;
• The United Kingdom GDPR;
• The Nigeria Data Protection Act;
• South Africa’s Protection of Personal Information Act; and
• Other applicable national privacy laws.

Nothing in this Privacy Policy limits any mandatory rights available under applicable law.

Questions, complaints, and requests concerning privacy or personal data may be submitted to:

We will acknowledge and respond to privacy requests within the period required by applicable law.