Privacy Policy

1. Introduction

Play Matrix ("Play Matrix", "we", "our", or "us") operates a sports facility offering turf and court bookings and a coaching academy, and communicates with customers over WhatsApp. This Privacy Policy explains what personal information we collect, how we use it, who we share it with, how long we keep it, and the rights you have. It applies when you visit https://theplaymatrix.com, make a booking or enquiry, enrol in the academy, or message us on WhatsApp.

By using our services or messaging us on WhatsApp, you agree to this Privacy Policy. If you do not agree, please do not use the services.

2. Information We Collect

Information you give us

• Contact details: name, phone number, WhatsApp number, and email address.
• Booking and enquiry details: the facility, date and time you book, your enquiry text, and related notes.
• Academy enrolment details: student name, age or date of birth, guardian or parent name and contact details, batch, attendance, and progress notes. Some of this data relates to children (see Section 8).
• Payment information: payment amount and status, and transaction references. Card and bank details are handled by our payment processor and are not stored on our servers.
• Location information you choose to share with us (for example, to receive directions).

Information we collect through WhatsApp

When you communicate with a Play Matrix WhatsApp number, or when we connect an existing WhatsApp Business number to our system, we receive and store:

• the content of messages you send us and we send you, including text, images, documents, audio and other media;
• your WhatsApp display name and WhatsApp phone number;
• message metadata such as timestamps and delivery, read and failure status;
• if we connect a number that was already in use on the WhatsApp Business app ("Coexistence"), WhatsApp also provides us with up to the previous 6 months of chat history for that number and the contact list stored in that WhatsApp Business account, so that past conversations and contacts appear in our messaging inbox.

Information we collect automatically

• Usage data: pages viewed, time spent, approximate location derived from your IP address, browser and device type.
• Cookies and similar technologies (see Section 6).

3. How We Use Your Information

We use personal information to:

• process, confirm, reschedule and cancel bookings, and take payment for them;
• respond to your enquiries and provide customer support over WhatsApp, phone and email;
• manage academy enrolment, batches, attendance, coaching and fee reminders;
• send you service messages directly related to your booking, enrolment or payment (for example booking confirmations, payment requests, reminders, schedule changes and renewal notices);
• send you promotional messages about tournaments, events and offers, only where you have opted in, and only until you opt out;
• operate, secure, troubleshoot and improve our website and services;
• keep records and comply with legal, tax and regulatory obligations, and enforce our terms.

We rely on your consent for promotional messaging and for any non-essential cookies. For everything else we rely on the need to perform our contract with you, our legitimate business interests in running and improving the services, and compliance with law.

4. WhatsApp Communication

We use the WhatsApp Business Platform, provided by Meta Platforms, Inc. ("Meta"), to communicate with you.

• Transport and delivery of WhatsApp messages is handled by WhatsApp and is also subject to the WhatsApp Privacy Policy and Meta's terms. Once a message reaches our systems, we process it as described in this Policy.
• Message storage: we store your WhatsApp conversations, media and contact details in our systems so that our team can respond, keep context across conversations, and maintain a record of what was agreed.
• Service vs promotional messages: we send booking, payment and academy service messages to customers who have an active booking, enquiry or enrolment with us. We send promotional content only to recipients who have given prior opt-in consent.
• Opting out: you can opt out of promotional WhatsApp messages at any time by replying "STOP" to any promotional message, or by contacting us at the address in Section 9. You will still receive service messages necessary for a booking or enrolment you have with us.
• Coexistence sync: where a Play Matrix WhatsApp number was previously used on the WhatsApp Business app, the one-time history and contact import described in Section 2 is performed by WhatsApp at the time the number is connected. You can ask us to delete imported history and contacts (see Section 7).

5. How We Share Your Information

We do not sell your personal information. We share it only as follows:

• Service providers (sub-processors) who process data on our behalf under contract:
  • Meta / WhatsApp, for message delivery and the WhatsApp Business Platform;
  • our cloud hosting and infrastructure provider, where our application and database run;
  • our payment processor, Razorpay, to take and reconcile payments;
  • our SMS and email delivery providers, for non-WhatsApp notifications;
  • Google Maps, if you use map or directions features on our site.
• Professional advisers, and authorities or regulators, where required by law, to establish or defend legal claims, or to prevent fraud or harm.
• A successor entity, if Play Matrix is involved in a merger, acquisition or sale of assets, subject to this Policy.

Some of these providers, including Meta, may process data on servers outside India. Where that happens we rely on the provider's contractual data-protection commitments.

6. Cookies

Our website uses cookies and similar technologies to keep the site working, remember your preferences, and understand how the site is used. You can control or delete cookies through your browser settings. Blocking some cookies may affect how the site works.

7. Data Retention

• Booking and payment records: retained for up to 8 years to meet tax and accounting requirements.
• Enquiry records and WhatsApp conversations: retained for up to 24 months after your last interaction with us, then deleted or anonymised, unless a longer period is required for a legal claim.
• Imported WhatsApp history and contacts (Coexistence): retained for the life of the connected number, and deleted when the number is disconnected or on request.
• Academy records: retained for the duration of enrolment and up to 3 years afterwards.
• Marketing consent and opt-out records: retained for as long as we send marketing, plus a short period afterwards to honour opt-outs.

8. Children's Privacy

Our academy serves children. Where a student is a minor, we collect and process the student's personal data on the basis of consent given by, and the involvement of, a parent or legal guardian. We ask that enrolment and related WhatsApp communication be handled by the parent or guardian. We do not knowingly collect personal data directly from children without parental involvement. A parent or guardian may review, correct or request deletion of their child's data using the contact details in Section 9.

9. Your Rights

You have the right to:

• access the personal data we hold about you and ask for a copy;
• correct data that is inaccurate or incomplete;
• request deletion of your data, subject to retention obligations in Section 7;
• withdraw consent for promotional messaging or non-essential cookies at any time;
• object to or restrict certain processing;
• nominate another person to exercise these rights on your behalf, or, in the event of death or incapacity, as permitted by law.

To exercise any of these rights, email privacy@theplaymatrix.com or write to the address below. We will respond within the timeframe required by applicable law. There is no charge for a reasonable request.

Data deletion: to request deletion of your data, including your WhatsApp conversation history and any imported contacts, email privacy@theplaymatrix.com with the subject "Data deletion request" and the phone number or WhatsApp number concerned. Full instructions are published at https://theplaymatrix.com/data-deletion.

10. Data Security

We use reasonable technical and organisational measures to protect personal data, including access controls, encryption of sensitive fields, and encrypted connections. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. If a breach affects your rights, we will notify you and the relevant authority as required by law.

11. Third-Party Links

Our website and messages may link to third-party services such as Google Maps, WhatsApp and social media. We are not responsible for the privacy practices of those services. Please review their policies before providing them with personal data.

12. Changes to This Policy

We may update this Policy from time to time. We will change the "Last updated" date above and, for material changes, provide a more prominent notice. Continued use of the services after an update means you accept the revised Policy.

13. Contact Us and Grievance Officer

For any privacy question, request or complaint:

Play Matrix
18th Main Road, Beside Deccan International School, Brindavan Layout, Padmanabhanagar, Bengaluru 560061, Karnataka, India
Email: privacy@theplaymatrix.com
Phone: +91 91871 34569

Grievance Officer
Name: Mehul Shah
Email: grievance@theplaymatrix.com
Phone: +91 91871 34569

If you are not satisfied with our response, you may escalate to the relevant data protection authority.