Privacy Policy

Welcome to InfinityDesk. This Privacy Policy explains how InfinityDesk ("we", "us", or "our") collects, uses, discloses, and safeguards your information when you use our customer management platform — including our ticketing system, 3CX call integration, WhatsApp Business integration, invoicing, and all related services.

By using InfinityDesk, you agree to the collection and use of information in accordance with this policy. If you do not agree, please do not use our services.

We collect several types of information in order to provide and continuously improve our services:

• Account Information: Name, email address, phone number, company name, job title
• Billing Information: Payment details, billing address, tax information
• Profile Information: Profile picture, preferences, notification settings
• Communication Data: Email addresses and phone numbers of your customers and contacts

• IP address and browser type
• Pages visited, time spent, and links clicked within the platform
• Device information and operating system
• Access timestamps and referring website addresses

• Tickets: Support ticket content, attachments, conversation history
• Calls: Call logs, recordings (where consent has been obtained), call duration and metadata
• WhatsApp Messages: Message content, media files, conversation threads
• Emails: Email content, attachments, sender/recipient information
• SMS: Message content, delivery status, phone numbers

We use the information we collect for the following purposes:

• Service Delivery: To provide, maintain, and improve all InfinityDesk services
• Account Management: To manage your account, process payments, and provide customer support
• Communication: To send service updates, security alerts, and support messages
• Analytics: To analyse usage patterns and improve our platform experience
• Security: To detect, prevent, and address technical issues and fraudulent activity
• Compliance: To comply with legal obligations and enforce our terms of service
• Marketing: To send promotional communications (only with your explicit consent)

We may share your information only in the following limited circumstances:

• Service Providers: With trusted third-party vendors who perform services on our behalf (hosting, payment processing, analytics)
• Business Transfers: In connection with a merger, acquisition, or sale of company assets
• Legal Requirements: When required by law, court order, or other legal process
• Protection of Rights: To protect our rights, property, or safety and that of our users
• With Your Consent: When you have explicitly authorised us to share information

We implement industry-standard security measures to protect your data at every level:

• Encryption: TLS 1.3 for all data in transit; AES-256 for data at rest
• Access Controls: Role-based access control (RBAC) and multi-factor authentication across the platform
• Infrastructure: Secure, redundant cloud infrastructure with automated daily backups
• Monitoring: 24/7 security monitoring and intrusion detection systems
• Compliance: SOC 2 Type II certified, GDPR and CCPA compliant
• Regular Audits: Periodic security assessments and third-party penetration testing
• Employee Training: Regular security awareness training for all InfinityDesk staff

While we strive to protect your data, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security but will notify you promptly in the event of a breach.

We retain your information for as long as is necessary to provide services and comply with legal obligations:

• Account Data: Retained while your account is active and for 90 days after account deletion
• Communication Records: Retained according to your configured retention policies
• Billing Information: Retained for 7 years for tax and accounting purposes
• Usage Logs: Typically retained for 12 months
• Call Recordings: Retained according to your account settings (default: 90 days)

You can request deletion of your data at any time. Some information may be retained as required by applicable law even after deletion.

Depending on your location, you may have the following rights regarding your personal data:

We use cookies and similar tracking technologies to enhance your experience on InfinityDesk:

• Essential Cookies: Required for core functionality — authentication, session management, and security
• Performance Cookies: Help us understand how visitors interact with the platform so we can improve it
• Functional Cookies: Enable enhanced features such as saved preferences and personalisation
• Marketing Cookies: Track the effectiveness of advertising campaigns (only with your consent)

You can manage cookie preferences through your browser settings. Disabling certain cookies may limit platform functionality.

InfinityDesk integrates with a number of third-party services to deliver full functionality:

• 3CX PBX: VoIP phone system integration for call management, CDR, and recordings
• WhatsApp Business API (Meta): For WhatsApp messaging, templates, and bulk broadcasts
• Payment Processors: Stripe, PayPal, Barclays, PayHere, and bank transfer gateways
• Facebook / Instagram (Meta): Messenger and social channel integrations
• Cloud Hosting Providers: Secure and redundant cloud infrastructure
• Analytics Tools: For platform usage analysis and service improvement

Each third party has their own privacy policy. We encourage you to review these before using integrated services.

Your information may be transferred to and processed in countries other than your country of residence. These countries may have different data protection standards to your own.

When transferring data internationally, we ensure appropriate safeguards are in place, including:

• Standard Contractual Clauses approved by the European Commission
• Data Processing Agreements with all sub-processors and service providers
• Adherence to UK GDPR and EU GDPR principles where applicable
• Ensuring recipient countries provide adequate data protection levels

InfinityDesk is a business platform not intended for use by individuals under the age of 16. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected data from a child without parental consent, we will take immediate steps to delete that information.

If you believe we have collected information from a child, please contact us immediately at [email protected].

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, operational, or regulatory reasons.

When we make significant changes, we will:

• Update the "Last Updated" date at the top of this policy
• Notify you via email or a prominent notice on the InfinityDesk platform
• Provide at least 30 days notice before material changes take effect
• Request renewed consent where required by applicable law

Your continued use of InfinityDesk after changes become effective constitutes acceptance of the updated policy.

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact our team:

We aim to respond to all privacy-related enquiries within 30 business days.