Policy
Privacy and your data.
This page explains what the help centre stores and who can see it. It has not yet been reviewed by our legal advisers, and it is not legal advice. References to the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025 describe what we aim to do, subject to legal review.
We keep only what we need to handle your request, and we show it only to the people who handle it.
What we store about a request.
| Data | Why |
|---|---|
| Your name, email address and the role you chose | To know who raised it and to email you updates |
| Your phone number, only if you choose phone as the contact method | So the team can see it and may call you. Every update still comes by email and stays on the ticket. |
| Type, department, subject, description and reference | To handle the request |
| Files you attach (PDF, JPG, PNG) | To show the team what you describe |
| Replies, status changes and the history of emails sent | To keep a complete, auditable record |
| For an Issue only: the name you give under "Who is this about?" | To help the team understand the issue. The person is not notified by the system. |
| The app you came from, if any | To see which Walnut app the request concerns |
| Your rating and comment, if you give one | To improve our service |
Who can see it.
- You, when signed in, and anyone who has both your ticket ID and your email address on the status page. Keep your ticket ID private if the request is sensitive.
- The department the request is routed to, including its shared inbox, which receives the notification emails.
- The Grievance Cell and the grievance officer, for every Grievance.
- Walnut's support admins, who manage the service and route requests marked Other.
- Walnut apps: an app you raised the request through, or any Walnut app your account has access to, can show you your requests and their public history.
Staff can add internal notes, and attach files to them, that you do not see. Everything addressed to you appears on your ticket. Attachments open only for signed-in people who are allowed to see the ticket; the status page does not show them.
How long we keep it.
We keep requests, their history and their attachments so that we can deal with follow-ups, reopenings, appeals and audits. The history of a ticket is not edited or deleted in normal use. We aim to set and publish a retention period after legal review; until then, you can ask us to erase your data as described below.
Your rights.
Subject to legal review, we aim to let you:
- ask what personal data we hold about you in the help centre;
- ask us to correct or complete it;
- ask us to erase it, where we do not need to keep it;
- raise a grievance about how we handle your data.
To use any of these rights, raise a Grievance and say that it concerns your personal data. It follows the grievance redressal policy, and the grievance officer can see it.
Please do not send.
- Passwords, sign-in codes or bank card details. Walnut will never ask for them on a ticket.
- Other people's personal data, unless it is needed to explain your request.
Security.
The help centre runs on the same central Walnut sign-in as every Walnut app, over HTTPS. Uploaded files are checked by their contents and served only to people allowed to see the ticket.