Privacy Policy
Effective Date: 01 April 2026
Website: https://mtejaflow.com
Product: MtejaFlow™
Operated by: Lolla Technologies Ltd
Powered by: Mteja360
1. Introduction
MtejaFlow™ respects your privacy and is committed to protecting your personal data.
This Privacy Policy explains how MtejaFlow™ collects, uses, stores, shares and protects personal information when you visit our website, contact us, book a demo, use our WhatsApp automation services, interact with our AI workflows, or communicate with a business using MtejaFlow™.
MtejaFlow™ is a WhatsApp business automation and customer workflow platform operated by Lolla Technologies Ltd and powered by Mteja360. It helps businesses manage WhatsApp conversations, bookings, orders, payments, support requests, tickets, reminders, customer feedback and related workflows.
By using our website or services, you agree to the practices described in this Privacy Policy.
2. Who We Are
MtejaFlow™ is operated by:
Lolla Technologies Ltd
Nairobi, Kenya
Website: https://mtejaflow.com
Email: support@mtejaflow.com
Sales: sales@mtejaflow.com
Phone / WhatsApp: +254 717 042 042
MtejaFlow™ is powered by Mteja360, the customer experience management platform that supports customer records, workflows, support tickets, analytics and service management.
3. Scope of This Policy
This Privacy Policy applies to:
- • Visitors to https://mtejaflow.com
- • Businesses that request demos or pricing
- • Businesses that subscribe to MtejaFlow™
- • Staff users who access MtejaFlow™ dashboards
- • Customers who communicate with a business through WhatsApp flows powered by MtejaFlow™
- • Users who interact with AI assistants, booking flows, payment links, forms, surveys or support workflows powered by MtejaFlow™
This Policy does not replace the privacy policies of individual businesses that use MtejaFlow™. Each business using MtejaFlow™ remains responsible for informing its customers how it collects and uses customer information.
4. Information We Collect
We may collect the following categories of information.
4.1 Website Visitor Information
When you visit our website, we may collect:
- • IP address
- • Browser type
- • Device type
- • Pages visited
- • Time spent on the website
- • Referral source
- • Form submissions
- • Cookies or similar tracking data, where applicable
4.2 Demo, Sales and Inquiry Information
When you contact us, request pricing or book a demo, we may collect:
- • Full name
- • Business name
- • Email address
- • Phone number
- • Industry or business type
- • Location
- • Current WhatsApp usage
- • Preferred demo date
- • Services or features you are interested in
- • Any message or information submitted through our forms
4.3 Business Account Information
When a business subscribes to MtejaFlow™, we may collect:
- • Business name
- • Business registration details, where required
- • Business contact information
- • Business address
- • WhatsApp number
- • Staff user names and email addresses
- • Branch information
- • Business hours
- • Services, products, menus or price lists
- • Customer support contacts
- • Payment configuration details
- • Workflow preferences
- • Integration details for systems such as POS, CRM, ERP or payment systems
4.4 WhatsApp and Customer Interaction Data
When customers interact with a business through WhatsApp workflows powered by MtejaFlow™, we may process:
- • Customer phone number
- • Customer name, where provided
- • WhatsApp conversation content
- • Message timestamps
- • Customer requests
- • Booking details
- • Order details
- • Payment request details
- • Support ticket details
- • Feedback and ratings
- • Opt-in and opt-out status
- • Delivery and read status, where available
- • Interaction history with the business
- • AI intent classification and workflow outcome
4.5 Payment-Related Information
Where payment links or payment workflows are used, we may process:
- • Payment request amount
- • Invoice or order reference
- • Payment status
- • Payment confirmation
- • Receipt reference
- • Transaction metadata from the payment provider
MtejaFlow™ does not store full card details or mobile money PINs. Payment processing is handled through approved payment providers or connected business payment systems.
4.6 Support and Technical Information
When support is provided, we may collect:
- • Support request details
- • Ticket number
- • User account details
- • Error logs
- • Message delivery logs
- • Webhook logs
- • System activity logs
- • Device and browser details
- • Screenshots or files provided by the user
5. How We Use Personal Data
We use personal data for the following purposes:
- • To provide and operate MtejaFlow™ services
- • To respond to inquiries and demo requests
- • To onboard businesses onto MtejaFlow™
- • To configure WhatsApp automation workflows
- • To process customer messages and route them correctly
- • To support AI-powered responses and intent detection
- • To create bookings, orders, tickets, payment requests and reminders
- • To send approved WhatsApp notifications and templates
- • To track opt-in and opt-out preferences
- • To provide customer support
- • To monitor service performance and reliability
- • To improve our website, products and services
- • To generate analytics and reports for subscribed businesses
- • To prevent misuse, fraud, spam or unauthorized access
- • To comply with legal, regulatory and contractual obligations
6. WhatsApp Messaging, Opt-In and Opt-Out
MtejaFlow™ supports WhatsApp communication between businesses and their customers.
Businesses using MtejaFlow™ are responsible for ensuring that customers have given appropriate consent to receive WhatsApp messages where required.
Customers may opt in through methods such as:
- • Website forms
- • Booking forms
- • Order forms
- • Customer registration forms
- • QR codes
- • WhatsApp conversation initiation
- • Signed forms
- • Digital consent checkboxes
- • Existing business relationship where legally permitted
Customers may opt out by:
- • Replying "STOP"
- • Requesting not to receive further messages
- • Contacting the business directly
- • Contacting MtejaFlow™ support where appropriate
Once an opt-out request is received, marketing or non-essential messages should stop unless further communication is required for legal, transactional or service-related reasons.
7. AI-Powered Responses
MtejaFlow™ may use AI to help businesses respond to customer messages, classify customer intent, guide conversations, answer frequently asked questions, route requests and trigger workflows.
AI may be used to:
- • Identify customer intent
- • Suggest or send responses
- • Route messages to the right department
- • Create support tickets
- • Trigger booking, order or payment workflows
- • Classify sentiment or urgency
- • Recommend escalation to a human agent
AI responses may not always be perfect. For this reason, MtejaFlow™ supports human fallback, escalation and review where required.
Businesses are responsible for reviewing and configuring their AI knowledge base, FAQs, service rules and escalation settings.
8. Legal Basis for Processing
We process personal data based on one or more of the following grounds:
- • Consent
- • Performance of a contract
- • Legitimate business interests
- • Compliance with legal obligations
- • Protection of users, systems and business operations
- • Customer service and operational necessity
Where consent is required, we aim to ensure that consent is clear, specific and capable of being withdrawn.
9. Sharing of Personal Data
We may share personal data with:
- • The business that uses MtejaFlow™ to communicate with its customers
- • Authorized staff users of that business
- • Payment service providers
- • WhatsApp / Meta services required for message delivery
- • Cloud hosting and infrastructure providers
- • Technical support providers
- • Integration partners such as ERP, CRM, POS or payment systems
- • Legal, regulatory or government authorities where required by law
- • Professional advisers such as auditors, lawyers or consultants where necessary
We do not sell personal data.
10. Third-Party Services
MtejaFlow™ may integrate with third-party services, including but not limited to:
- • WhatsApp Business Platform
- • Meta services
- • Payment providers
- • CRM systems
- • ERP systems
- • POS systems
- • Analytics tools
- • Cloud hosting providers
- • Email and SMS providers
Use of those third-party services may also be governed by their own privacy policies and terms.
11. Data Security
We take reasonable technical and organizational measures to protect personal data against unauthorized access, loss, misuse, alteration or disclosure.
These measures may include:
- • Role-based access control
- • Password protection
- • Secure API tokens
- • Encrypted communication channels
- • Audit logs
- • Access monitoring
- • Staff access controls
- • Secure hosting practices
- • Backup and recovery procedures
- • Incident response procedures
No system is completely secure, and we cannot guarantee absolute protection against all risks. However, we work to maintain appropriate safeguards for the nature of the data processed.
12. Data Retention
We retain personal data only for as long as necessary for the purposes described in this Policy, including:
- • Providing services
- • Supporting client accounts
- • Maintaining transaction and communication records
- • Complying with legal and regulatory obligations
- • Resolving disputes
- • Enforcing agreements
- • Maintaining audit trails and security logs
Retention periods may vary depending on the type of data, client requirements, legal obligations and operational needs.
A business using MtejaFlow™ may request deletion or export of its data, subject to contractual, legal and technical limitations.
13. Data Subject Rights
Subject to applicable law, individuals may have rights regarding their personal data, including the right to:
- • Be informed about how their data is used
- • Access their personal data
- • Request correction of inaccurate data
- • Request deletion of personal data
- • Object to certain processing
- • Withdraw consent where processing is based on consent
- • Request restriction of processing
- • Request data portability where applicable
- • Lodge a complaint with the relevant data protection authority
To exercise these rights, contact us at: support@mtejaflow.com
Where the data is controlled by a business using MtejaFlow™, we may refer the request to that business.
14. Customer Data Controlled by Businesses
In many cases, MtejaFlow™ acts as a technology provider for businesses.
This means the business using MtejaFlow™ may determine:
- • Which customers are contacted
- • What messages are sent
- • Which templates are used
- • What workflows are configured
- • How long customer records are retained
- • Which staff members can access conversations
- • How customer data is used for business purposes
In such cases, the business remains responsible for complying with applicable data protection and customer communication laws.
15. International Data Transfers
Some service providers or infrastructure systems used by MtejaFlow™ may process or store data outside Kenya.
Where this occurs, we aim to use appropriate safeguards to protect personal data in accordance with applicable data protection requirements.
16. Cookies and Website Tracking
Our website may use cookies or similar technologies to improve user experience, understand website traffic, measure campaign performance and improve our services.
Users may control cookies through browser settings. Disabling cookies may affect some website functionality.
17. Marketing Communications
We may use contact details submitted through our website or forms to send product updates, demo follow-ups, pricing information, educational content or promotional communication.
Users may opt out of marketing communication by following unsubscribe instructions or contacting us at: support@mtejaflow.com
WhatsApp marketing messages should only be sent where opt-in requirements have been met.
18. Children's Privacy
MtejaFlow™ is intended for use by businesses and organizations. It is not directed at children.
Where MtejaFlow™ is used by schools or institutions to communicate with parents, guardians or students, the institution is responsible for ensuring that appropriate consent, authorization and data protection practices are followed.
19. Data Breach and Incident Handling
If we become aware of a data security incident affecting personal data, we will take reasonable steps to investigate, contain and respond to the incident.
Where required by law or contract, affected parties and relevant authorities will be notified.
20. Updates to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, technology or business operations.
The updated version will be posted on this website with a revised effective date.
Continued use of MtejaFlow™ after changes are published means you accept the updated Privacy Policy.
21. Contact Us
For questions, privacy requests or support, contact:
MtejaFlow™ Support
Operated by Lolla Technologies Ltd
Website: https://mtejaflow.com
Email: support@mtejaflow.com
Sales: sales@mtejaflow.com
Phone / WhatsApp: +254 717 042 042
Location: Nairobi, Kenya
22. Closing Statement
MtejaFlow™ is built to help businesses communicate better, serve customers faster and manage WhatsApp conversations more responsibly.
We are committed to protecting personal data, respecting customer consent and helping businesses use WhatsApp automation in a secure, structured and compliant way.
MtejaFlow™ is powered by Mteja360 and operated by Lolla Technologies Ltd.