Privacy Policy

Who owns customer data

Customer data in TravelOps belongs to the agency that collected it. The agency is the data controller: it decides what to collect from its customers, why, and how long to keep it.

Wayfare is a data processor. We store and process customer data only to provide TravelOps to the agency, on the agency's instructions. We do not use it for our own purposes.

What we process

• Customer messages and contact details from connected WhatsApp or Instagram channels
• Case and workflow data created during travel and visa support
• Documents uploaded for cases by agency staff, such as passports and bank statements
• Documents customers upload themselves through an agency's secure upload link
• Structured details extracted from documents to help staff review cases
• Invoices and receipts, including any payer details the agency adds
• Agency staff account and workspace information

How we use data

We use this data only to run the TravelOps service: intake, case management, document collection and review, replies to customers on connected channels, invoices and receipts, and platform security.

We do not sell or rent customer messages or uploaded documents to advertisers or data brokers.

How we store and protect data

• Agency isolation: Each agency's workspace is separated at the database layer. One agency cannot access another agency's customers, cases, or documents.
• Private document storage: Uploaded files are stored in non-public storage. Staff can only open them through secure, temporary links that expire automatically after 10 minutes.
• Virus scanning: Every uploaded file is scanned before staff can open it. A file that fails the scan is deleted.
• Customer upload links: A link only lets a customer upload the documents their agency asked for on one case. It cannot be used to view the case or other files. Each link expires after 14 days, or straight away if the agency revokes or replaces it, and its secret is never stored in plain text.
• Encryption: Data is encrypted in transit and protected while stored in our cloud infrastructure.
• Protected channel credentials: WhatsApp and Instagram connection tokens are stored using encrypted storage.

How long data is kept

Each agency decides how long to keep its customers' data. Case data and documents stay in the agency's workspace until the agency deletes them. When an agency deletes a case, its documents are deleted from storage.

Deleted data can remain in our backups for a limited period before the backups are replaced.

AI

AI helps with conversation intake, replies and document review. On connected WhatsApp and Instagram channels, the AI assistant can reply to routine customer messages automatically. Each agency can pause automatic replies at any time or take over any conversation, and its staff can see every message sent.

AI document review checks uploads such as passports, and agency staff can review and overrule any result. For bank statements, our backend also runs programmatic balance checks before results are shown to staff. AI content is processed through API-based services and is not used by TravelOps to train our own models.

Third Parties

We use service providers to run the platform, including cloud hosting, private file storage, AI services, and Meta for connected WhatsApp and Instagram channels.

Deleting your data

If you are a customer of an agency using TravelOps, your data belongs to that agency, so contact the agency to request deletion of your case data. You can also email help@travelopsapp.com.

If you connected Instagram to TravelOps and request deletion through Meta, we remove the channel connection and associated access tokens through our data deletion process.

Your Rights

You may have rights to access, correct, or delete personal data under applicable Nigerian data protection law. Contact help@travelopsapp.com. Customers should usually contact their agency first about case data.

Contact

Wayfare Technologies Ltd
help@travelopsapp.com