WhatsApp AI Chat Privacy Notice

Last updated: August 2026

Hex Labs Games provides a WhatsApp chat service to help customers search for individual trading cards currently listed as available in our store, ask questions about card availability and communicate with our team.

Some conversations may initially be handled by an artificial intelligence (AI) assistant. This notice explains how information is collected and used when you communicate with us through WhatsApp.

Who We Are

Hex Labs Games is responsible for the personal information processed through our WhatsApp service.

Trading Name: Hex Labs Games
Operating Company: Hex Labs Games LTD
Contact Email: store@hexlabsgames.com
Website: www.hexlabsgames.com

For questions regarding this privacy notice or how your information is used, please contact us using the details above.

Information We Collect

When you contact Hex Labs Games through WhatsApp, we may collect and process:

• Your WhatsApp phone number

• Your WhatsApp profile name, where provided by WhatsApp

• Messages you send to us

• Card names, sets, grades, conditions, price ranges and other search information you provide

• Conversation history with our AI assistant or members of staff

• Technical information relating to message delivery and processing

• Information relating to suspected spam, misuse or attempted abuse of the service

Please do not send sensitive personal information through the WhatsApp assistant unless it is genuinely necessary.

How We Use Your Information

We use information from WhatsApp conversations to:

• Respond to your enquiries

• Search our current individual trading card catalogue

• Help you find cards that may meet your requirements

• Maintain conversational context during your chat

• Allow a member of staff to take over a conversation where required

• Improve the reliability and usefulness of the service

• Identify products and cards customers are searching for

• Diagnose errors and failed searches

• Prevent spam, fraud, misuse and security attacks

• Maintain appropriate operational and security records

Search information may also be analysed in aggregate to help us understand customer demand, such as identifying cards or products customers frequently search for but which we do not currently have available.

Use of Artificial Intelligence

Our WhatsApp service may use artificial intelligence to understand your messages, identify what cards you are looking for and create conversational responses.

The AI assistant has restricted access to an approved catalogue of individual trading cards. It is not permitted to modify our inventory, change prices, reserve products or access internal business information.

Messages may be processed by third-party AI technology providers acting as service providers to Hex Labs Games. We take steps to limit the information supplied to these systems to what is reasonably necessary to provide the service.

You can ask to speak to a member of the Hex Labs Games team at any time.

Card Availability

The WhatsApp assistant provides information based on our latest inventory records.

Our inventory may occasionally differ from actual in-store availability, including where a card has recently been sold but has not yet been removed from our system.

Information provided through WhatsApp therefore does not constitute a guarantee that a card remains available.

Cards cannot currently be reserved or purchased through the WhatsApp AI assistant.

Our Lawful Basis

We generally process information submitted through the WhatsApp service on the basis of our legitimate interests in:

• Responding to customer enquiries

• Providing customer service

• Operating and improving our card-search service

• Understanding customer demand

• Protecting our systems and service from misuse

Where another lawful basis is more appropriate, we will process your information under that basis.

Any future use of WhatsApp for direct marketing or promotional messages will be handled separately and, where required, only where appropriate marketing permission has been obtained.

Who We Share Information With

Information may be processed by trusted service providers required to operate the WhatsApp service, including:

• Meta and WhatsApp

• Our hosting and infrastructure providers

• Our AI technology provider

• Technical service providers involved in operating ValuADex and the WhatsApp integration

We do not sell WhatsApp conversation data or customer personal information to third parties.

Information will only be shared where reasonably necessary to operate the service, comply with legal obligations, protect our rights or where you have otherwise authorised us to do so.

International Data Processing

Some of the technology providers used to operate WhatsApp, our hosting infrastructure or our AI services may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that relevant data protection requirements and safeguards are followed.

How Long We Keep Information

WhatsApp conversations and associated operational records will only be retained for as long as reasonably necessary for customer service, security, operational and legal purposes.

Our intended retention period for normal WhatsApp conversation data is 12 Months, after which information will be deleted or anonymised unless there is a legitimate reason to retain it for longer.

Security or incident records may be retained for longer where reasonably necessary to investigate abuse, protect our systems or comply with legal requirements.

Marketing Messages

Using the Hex Labs Games WhatsApp assistant does not automatically subscribe you to marketing messages.

If we introduce promotional WhatsApp messaging in the future, we will provide a separate opportunity to opt in where required. You will be able to withdraw from promotional messages at any time.

Automated Decision Making

The WhatsApp AI assistant is used to help interpret enquiries, search our card catalogue and provide responses.

We do not use the WhatsApp assistant to make solely automated decisions about you that produce legal or similarly significant effects.

Security

We use appropriate technical and organisational measures designed to protect information processed through the service.

These measures include restricted staff access, access controls, logging, monitoring, rate limiting and technical separation between the AI assistant and sensitive internal business systems.

While we take reasonable steps to protect information, no online communication system can be guaranteed to be completely secure.

Your Data Protection Rights

Depending on the circumstances, you may have rights relating to your personal information, including the right to:

• Request access to information we hold about you

• Ask us to correct inaccurate information

• Request deletion of your information

• Ask us to restrict certain processing

• Object to certain uses of your information

• Request transfer of information where applicable

• Withdraw consent where processing is based on consent

To exercise any of these rights, please contact us at store@hexlabsgames.com.

You also have the right to raise a concern with the UK Information Commissioner's Office if you are unhappy with how your personal information has been handled.

WhatsApp and Meta

Your use of WhatsApp is also subject to WhatsApp and Meta's own privacy terms and policies. Hex Labs Games does not control how Meta independently processes information as part of providing the WhatsApp platform.

Changes to This Notice

We may update this privacy notice as the WhatsApp service develops, including where we introduce additional features or change technology providers.

The latest version will always be published on the Hex Labs Games website.