Privacy Policy
Last Updated: 2026/09/20
Right to Life Sri Lanka (“R2L”, “we”, “us”, or “our”) respects your privacy and is committed to protecting information provided through our website and chatbot services.
This Privacy Policy explains how information may be collected, used, stored, and shared when you interact with the R2L chatbot through the R2L website, WhatsApp, Facebook Messenger, or other supported communication channels.
- Information We May Collect
Depending on how you use the chatbot and the information you choose to provide, the system may receive or collect:
Messages and questions submitted to the chatbot
Your name or other identifying information that you voluntarily provide
WhatsApp phone number or other contact details associated with your communication
Information provided when requesting assistance or support
Information required to facilitate contact with an R2L staff member
Conversation history and chatbot interactions
Language preference, such as English, Sinhala, or Tamil
Information submitted through forms or other chatbot interactions
Technical information required to operate and secure the service
You should only provide information that is necessary for receiving assistance or communicating with R2L.
- Sensitive Information
The R2L chatbot may be used in situations involving sensitive personal circumstances, including requests for assistance, complaints, disclosures, or information relating to safety.
Please avoid sharing unnecessary sensitive personal information through the chatbot.
Where information is required for providing assistance, R2L may process that information for the relevant support, referral, communication, or human follow-up purpose.
- How We Use Information
Information received through the chatbot may be used to:
Respond to questions and requests
Provide information about R2L services
Assist users in identifying relevant support or services
Maintain conversation history where required for service delivery
Connect users with an R2L staff member when human assistance is required
Process complaints, requests, or referrals
Improve the accuracy and operation of the chatbot
Maintain security and prevent misuse
Monitor service performance and generate operational statistics
Information will be handled according to R2L’s applicable policies and procedures.
- Chatbot and AI Processing
The chatbot uses artificial intelligence and a knowledge base containing information and materials approved for use by R2L.
The system may process a user’s message in order to generate a response.
Where applicable, messages may be transmitted to third-party artificial intelligence services used to operate the chatbot. These services may include OpenAI or other technical service providers configured by the system.
AI-generated responses are intended to provide information based on the available R2L knowledge base and system configuration. The chatbot may occasionally provide incomplete or inaccurate information.
For sensitive, urgent, complex, or uncertain situations, users may be directed to human assistance.
- Human Assistance and Handover
The chatbot may transfer or refer a conversation to an R2L staff member where appropriate.
This may occur when:
A user specifically requests human assistance
A matter requires staff intervention
The chatbot cannot provide a reliable answer
A situation requires further assessment
A complaint or case requires follow-up
The matter involves an urgent or sensitive situation
Information provided during the chatbot interaction may be made available to authorized R2L personnel when required for the relevant follow-up.
- WhatsApp and Facebook Messenger
The chatbot may be available through WhatsApp and Facebook Messenger.
When using these services, information is also processed through the relevant platform operated by Meta. Your use of those platforms is subject to their respective terms and privacy policies.
R2L does not control the privacy practices of third-party platforms.
- Storage of Information
Chatbot information may be stored in databases and systems used to operate the service.
Depending on the system configuration, this may include:
User information
Client information
Messages
Conversations
Documents
Knowledge-base information
Administrative records
System logs
The chatbot infrastructure may use PostgreSQL and other supporting technologies for storing and processing information.
- Knowledge Base Documents
R2L-approved documents, procedures, service information, frequently asked questions, and other materials may be incorporated into the chatbot’s knowledge base.
These materials are used to help the AI provide responses based on information supplied or approved by R2L.
- Access to Information
Access to stored information is restricted to authorized personnel and system administrators according to their responsibilities.
Reasonable technical and organizational measures may be used to protect information, including:
Authentication
Role-based access control
Secure API access
HTTPS/TLS communication
Protected system credentials
Database access controls
Security monitoring and system maintenance
No internet-based system can guarantee absolute security.
- Data Retention
Information may be retained for as long as reasonably necessary to provide services, manage cases, maintain appropriate records, meet legal or organizational requirements, and maintain the security and operation of the system.
The applicable retention periods should be determined by R2L according to its internal policies and legal obligations.
- Sharing of Information
Information may be accessed or shared where necessary for legitimate service delivery, including with:
Authorized R2L personnel
Relevant service providers supporting the chatbot
Technical providers required to operate the system
Third-party services used for communication or AI processing
Other parties where required by law or necessary to respond to a legitimate request
R2L will seek to limit access to information to what is reasonably necessary for the relevant purpose.
- Third-Party Services
The chatbot may depend on third-party services, including:
Meta / WhatsApp
Facebook Messenger
OpenAI
Website hosting providers
Database and infrastructure providers
Other technical services required to operate the chatbot
The availability and operation of these third-party services are outside the direct control of R2L.
- Your Rights
Depending on applicable law and R2L’s policies, you may have rights relating to your personal information, including rights to:
Request information about personal data held about you
Request correction of inaccurate information
Request deletion where legally applicable
Ask questions about how your information is processed
Raise concerns about the handling of your information
Requests should be directed to R2L using the contact information below.
- Children’s Information
The chatbot is not intended to encourage children to provide unnecessary personal information.
Where information relating to a child is provided in connection with a support or protection matter, it should be handled according to applicable R2L procedures and legal requirements.
- Emergency Situations
The chatbot is not a replacement for emergency services or immediate physical assistance.
If you are in immediate danger or require urgent emergency assistance, contact the appropriate emergency service or relevant authority in your location.
The chatbot may provide information about available R2L support and may facilitate human follow-up where the service supports this.
- Changes to This Privacy Policy
R2L may update this Privacy Policy when the chatbot, services, data-processing practices, or applicable requirements change.
The updated version will be published on this page with a revised “Last Updated” date.
- Contact Us
If you have questions about this Privacy Policy or the handling of information through the chatbot, please contact:
Right to Life Sri Lanka
Email: right2lifelk@gmail.com
Phone: +94 11 2669100
Website: www.right2lifelanka.org