Privacy & Patient Data Policy
At Greeto (getgreeto.com), we build autonomous WhatsApp receptionist software for local healthcare and dental clinics. Protecting patient confidentiality and safeguarding practice data is built directly into our multi-tenant architecture.
No Public AI Model Training
Patient WhatsApp messages, clinical inquiries, and appointment details are never utilized to train foundation or public LLM models.
Multi-Tenant Row Isolation
Every query, vector embedding, and doctor schedule is strictly partitioned by cryptographically authenticated tenant IDs.
Official Meta Cloud API
Inbound and outbound patient messages travel directly through Meta's enterprise WhatsApp Cloud API with transport-layer encryption.
1. Overview & Data Roles
Greeto (getgreeto.com) provides multi-tenant AI receptionist infrastructure to independent dental clinics, medical doctors, and local healthcare practices ("Practices" or "Clinics").
Understanding the Privacy Relationship:
- The Practice is the Data Controller: Your clinic determines why and how patient health information and appointment bookings are collected.
- Greeto is the Data Processor: We process inbound WhatsApp patient communications, look up doctor calendar schedules, and trigger deposit holds solely on behalf of and according to instructions from the Practice.
- Patients are End Users: When patients initiate messages to a clinic's WhatsApp business number, Greeto acts as an automated receptionist facilitating scheduling.
2. Information We Collect
We collect only the minimum data required to deliver real-time WhatsApp reception, verify doctor shifts, and record appointment holds:
Doctor/Manager full name, practice legal entity, clinic work email, phone number, physical clinic address, operating hours, and local timezone.
Inbound WhatsApp message text, sender phone number (E.164), requested appointment dates/times, clinic service selections, and symptoms entered for triage.
Clinical staff names, chair assignments, shift hours, break intervals, and appointment durations used to compute real-time available booking slots.
Payment gateway transaction references, hold token IDs, and currency amounts. Raw payment card numbers and CVVs are processed directly by certified gateways (Razorpay / Stripe) and never touch Greeto servers.
3. How We Process Patient Data
We strictly use the collected information for specific operational and administrative purposes:
- Autonomous Receptionist Responses: Interpreting patient questions about treatments, fees, clinic location, and operating hours based on the clinic's verified knowledge base.
- Calendar Availability & Booking: Querying open clinical slots, reserving chairs, preventing double-bookings, and dispatching calendar confirmations.
- Emergency Medical Triage Escalation: Detecting acute dental distress (e.g. trauma, severe swelling, uncontrolled bleeding) and immediately alerting clinical staff for human takeover.
- Temporary Deposit Hold Validation: Generating secure hold links to verify patient commitment and prevent empty dental chair no-shows.
4. Meta WhatsApp Cloud API Compliance
Greeto integrates exclusively with the official Meta WhatsApp Cloud API. We operate under strict compliance with Meta's Business Messaging Policies:
Our Meta Cloud API Standards:
- Inbound Patient Opt-in: Greeto processes conversations initiated directly by patients or pre-consented booking confirmations. We do not support unsolicited bulk marketing or spam broadcasts.
- Encrypted Webhook Ingestion: Incoming webhooks from Meta are cryptographically verified using SHA-256 HMAC signatures (X-Hub-Signature-256) before any message is ingested.
- Meta Data Boundaries: All WhatsApp message transmissions adhere to Meta Cloud API security policies and transport encryption standards.
5. AI Receptionist & Model Safeguards
Our AI conversational agent executes through state-machine orchestration (LangGraph) with strict guardrails:
We maintain zero-data-retention agreements with our enterprise AI inference providers. Your patients' health complaints, personal names, and inquiries are processed in ephemeral memory and are never added to training corpuses or used to fine-tune third-party models.
The AI agent is restricted to administrative front-desk tasks: hours, directions, service overviews, slot availability, and deposit instructions. It is explicitly constrained against providing formal dental diagnoses or prescription advice.
6. Multi-Tenant Architecture & Security
Patient and clinic data is governed by hard architectural invariants across every layer of the Greeto codebase:
Row-Level Tenant Isolation
Every database query and vector embedding is strictly partitioned by the verified practice tenant_id. No tenant can ever access another practice's records.
Cryptographic JWT Sessions
Clinic dashboard sessions require verified cryptographic tokens. Tenant parameters provided in query parameters or request bodies are discarded on protected routes.
Encryption at Rest & in Transit
Databases, Redis queues, and vector search indices are encrypted at rest using AES-256. Web and API traffic uses TLS 1.3 encryption.
Role-Based Access Control
Clinic staff members have granular permissions (Owner, Doctor, Receptionist) restricting visibility into practice billing and settings.
7. Payment & Deposit Hold Security
To reduce clinic no-shows and guarantee chair reservations, Greeto facilitates temporary appointment deposit holds via Razorpay:
- PCI-DSS Level 1 Encryption: All transactions are securely routed through Razorpay (supporting UPI, debit/credit cards, and NetBanking). Greeto never stores card numbers, CVVs, or UPI PINs.
- 30-Minute Temporary Hold Window: When a deposit is required, the selected dental chair slot is held in temporary status (PENDING_CONFIRMATION) for a configurable duration (default 30 minutes). If the patient does not complete the hold within this window, our background queue worker automatically expires the link and releases the slot for other patients.
- Flexible Processing Modes: Clinics can use Greeto's platform-managed collection (plan-based 1.5% fee) or connect their own custom Razorpay merchant credentials (razorpay_key_id & razorpay_key_secret) with 0% platform fee charged by Greeto.
- Independent Clinic Policy: Refund eligibility, deposit waivers, or in-clinic treatment balance offsets are 100% determined by each participating dental practice.
8. Authorized Sub-processors
We partner with certified enterprise infrastructure and AI service providers under strict data processing agreements:
| Sub-processor | Purpose | Data Location |
|---|---|---|
| Meta Platforms, Inc. | Official WhatsApp Cloud API messaging delivery | Global / United States |
| Razorpay Software Pvt. Ltd. | PCI-DSS payment processing & deposit holds (UPI / Cards) | India |
| Google Cloud / OpenAI / Anthropic | Stateless AI inference & embeddings (zero model training) | Global / United States |
| PostgreSQL & Redis Cloud | Encrypted database, vector indices & BullMQ workers | United States / Global |
| Vercel Inc. | Dashboard web hosting & edge network delivery | Global Edge Network |
9. Data Retention & Clinic Rights
Practices retain full sovereignty over their clinical information and patient records:
- Retention Window: Patient conversation histories and appointment audit trails are retained for as long as the clinic maintains an active subscription, or as legally required for healthcare recordkeeping.
- Right to Deletion: Clinic administrators can request permanent deletion of patient chat histories, doctor rosters, and practice files upon account closure.
- Right to Export: You can export appointment schedules and patient contact registries in standard format (JSON/CSV) at any time.
10. Regulatory Compliance & DPDP Act 2023
Greeto aligns administrative, physical, and technical safeguards with the Digital Personal Data Protection Act, 2023 ("DPDP Act") and global privacy principles:
DPDP Principles Applied:
- Lawful Basis & Purpose Limitation: Patient communications are processed solely for the legitimate use of facilitating dental inquiries, appointment reservations, and clinical staff handoffs.
- Data Minimization: We only store metadata essential to appointment bookings and customer history. No extraneous financial or health telemetry is gathered.
- Reasonable Security Safeguards: Cryptographic tenant-level isolation, encrypted PostgreSQL storage, and verified JWT tokens protect all practice data.
11. Grievance Officer & Contact Information
Under the DPDP Act 2023, if you have questions regarding this Privacy Policy, your practice data, or wish to exercise your rights to review, correct, or erase data, please contact our Grievance Officer:
Grievance & Privacy Officer — Greeto
Digital Front-Desk Solutions for Local Practices (India)