Who this covers
This policy explains how London Serenity Limited (company no. 06465688), of 27 Old Gloucester Street, London WC1N 3AX ("London Serenity", "we", "us"), collects, uses and protects personal data through the WhatsApp Inbox — the system our staff use to send and receive WhatsApp messages with customers on our business WhatsApp number. It applies to anyone who messages that number, and to the staff who use this system to reply.
This policy is specific to WhatsApp messaging. For our website and booking data generally, see our main privacy policy at londonserenity.com/pages/policy, which this policy supplements rather than replaces.
What we collect
- Your WhatsApp phone number and profile name, as shared by WhatsApp when you message us.
- The content of messages you send us — text, images, documents, voice notes and other WhatsApp media.
- Delivery information WhatsApp provides about messages we send you (sent, delivered, read).
- For our staff: name, work email and role, used to control who can access the inbox.
Why we collect it
Solely to respond to you as a customer of London Serenity — booking questions, appointment changes, and general customer service conducted over WhatsApp. We do not use this data for advertising, and we do not sell it.
How it's handled
Messages are exchanged through Meta's WhatsApp Business Platform (the official WhatsApp Cloud API) and stored in London Serenity's own systems. Access is restricted to authorised London Serenity staff who need it to answer you, using individual staff accounts. Connection credentials to WhatsApp are encrypted and are never visible to staff in the system's interface.
Because messages are sent through WhatsApp, Meta Platforms Ireland Ltd processes them too, under WhatsApp's own Business Terms and Privacy Policy, as the platform that delivers the message.
How long we keep it
We keep conversation history for as long as reasonably needed to provide customer service and to meet our own record-keeping and legal obligations. You can ask us to delete your data at any time (see "Your rights" below), subject to records we're required to keep by law.
Your rights
You have the right to ask us to:
- show you the personal data we hold about you (your right of access);
- correct it, if it's inaccurate;
- delete it, or restrict how we use it;
- stop processing your data for marketing purposes.
You can also complain to the UK Information Commissioner's Office at ico.org.uk if you think we've handled your data incorrectly.
Contact us
For any question about this policy or your data, contact London Serenity Limited at info@londonserenity.com or on 020 7000 1888.