Law Enforcement Guidelines
These guidelines explain how Reply24 handles requests from governments, courts, regulators, and other public authorities for personal data or personal information related to our users — including business customers and people who message a Facebook Page connected to Reply24.
This page is intended for Meta App Review, business customers, and authorized requesters. It is not legal advice.
1. Scope
These guidelines cover requests for data we control or process in operating Reply24, such as:
- Business account details (name, email, phone, connected Page identifiers)
- Messenger conversation content and metadata stored by Reply24
- Booking, queue, lead, and related operational records
- Integration tokens and technical logs needed to investigate a specific request
Some messaging data also resides with Meta. Requesters may need to contact Meta separately for data held only by Meta.
2. How to submit a request
Send written requests to:
- Email: legal@reply24.ph (or support@reply24.ph)
- Subject line:
Law enforcement data request
Include, at minimum:
- Requesting authority name, country, and official contact details
- The legal process relied upon (for example warrant, court order, or equivalent lawful process)
- A clear description of the data sought and the relevant time range
- Identifiers that help us locate records (business email, Page ID, phone number, approximate date of messages)
- Any deadline and whether user notice is prohibited
We generally do not disclose personal data in response to informal emails or phone calls that lack valid legal process.
3. Required review of legality
Every public-authority request is reviewed by Reply24 before any disclosure. We assess whether the request appears to have a valid legal basis, is properly issued, correctly served, and sufficiently specific for us to locate records.
Where needed, we may consult counsel. We will not disclose data in response to a request that we determine is incomplete, facially invalid, or outside our ability to fulfill.
4. Challenging unlawful or overbroad requests
If we believe a request is unlawful, procedurally defective, or overbroad, we may:
- Ask the requester to narrow or clarify the demand
- Object or seek to quash / modify the request under applicable law
- Decline to produce data beyond what the law requires
5. Data minimization
When we respond to a valid request, we disclose only the minimum information necessary to satisfy the legal demand. We do not provide bulk exports of unrelated accounts, messages, or systems access beyond the scope of the request.
6. Documentation
We document public-authority requests and our responses, including where available:
- Date received and date of response
- Requesting authority and contact person
- Legal process type and reference identifiers
- Categories of data disclosed or refused
- Legal reasoning summary and Reply24 personnel involved in the decision
Records are retained as needed for legal compliance, security, and audit purposes.
7. Notice to users
Unless prohibited by law or by the terms of the legal process, we will attempt to notify the affected business customer before disclosing their data so they may seek legal remedies. We may delay or omit notice when legally required to do so, or when notice would create a demonstrable risk of harm in an emergency situation recognized by applicable law.
8. Emergency and preservation requests
In true emergencies involving imminent harm, we may consider narrowly tailored requests consistent with applicable law. We may also preserve specified records for a limited time upon a valid preservation request while legal process is obtained.
9. Costs
Where permitted by law, Reply24 may seek reimbursement for reasonable costs of producing records in response to legal process.
10. Related policies
- Privacy Policy
- Meta data deletion callback:
/facebook/data_deletion
11. Contact
Legal entity: Reply24 Information Technology Services
Email: legal@reply24.ph · support@reply24.ph
Product: https://www.reply24.ph
Public URL for these guidelines:
https://www.reply24.ph/law-enforcement