Privacy Policy

Effective Date: December 2, 2025Last Updated: December 2, 2025

1. Introduction

Welcome to Faviory ("we," "us," "our," or "Faviory"). We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our customer communication platform and related services (collectively, the "Services").

By accessing or using our Services, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree with our policies and practices, please do not use our Services.

2. Information We Collect

2.1 Information You Provide Directly

Account Information:

When you register for a Faviory account, we collect:

  • Full name
  • Email address
  • Password (encrypted)
  • Company name
  • Phone number
  • Billing information (processed securely through third-party payment processors)

Customer Data:

When you use our Services to manage customer communications, you may provide:

  • Customer names
  • Customer email addresses
  • Customer phone numbers
  • Company affiliations
  • Custom tags and labels
  • Communication history and message content
  • File attachments and documents
  • Internal notes and annotations

Communication Content:

We process and store:

  • Email messages (subject lines, body content, attachments)
  • WhatsApp messages (text, media, metadata)
  • Live chat conversations
  • Response templates and automation rules

2.2 Information Collected Automatically

Usage Data:

We automatically collect:

  • IP addresses
  • Browser type and version
  • Device information (type, operating system, unique device identifiers)
  • Pages visited and features used
  • Date and time of access
  • Referring/exit pages
  • Clickstream data

Performance Data:

We monitor:

  • Email delivery rates and bounce rates
  • Open rates and click rates
  • Response times and agent performance metrics
  • API usage statistics
  • System performance and error logs

Cookies and Tracking Technologies:

We use cookies, web beacons, and similar technologies to:

  • Authenticate users and prevent fraud
  • Remember preferences and settings
  • Analyze usage patterns and trends
  • Deliver targeted content and advertisements
  • Improve our Services

2.3 Information from Third Parties

We may receive information from:

  • Resend API: Email delivery and bounce notifications
  • WhatsApp Business API: Message delivery status and metadata
  • Payment Processors: Transaction confirmations and billing information
  • CRM Integrations: Customer data from connected platforms (Salesforce, HubSpot, Zoho)
  • Authentication Providers: SSO and SAML identity information

3. How We Use Your Information

3.1 Primary Purposes

We use collected information to:

Provide and Maintain Services:

  • Deliver email, WhatsApp, and live chat messaging capabilities
  • Store and manage customer profiles and conversation histories
  • Process and route communications between you and your customers
  • Facilitate team collaboration and agent assignment
  • Generate analytics and performance reports

Account Management:

  • Create and manage user accounts
  • Authenticate users and prevent unauthorized access
  • Process payments and manage subscriptions
  • Communicate important account updates and service changes
  • Provide customer support and respond to inquiries

Service Improvement:

  • Analyze usage patterns to enhance functionality
  • Develop new features and capabilities
  • Optimize system performance and reliability
  • Conduct research and testing
  • Train and improve AI-powered features

Legal and Security:

  • Comply with legal obligations and regulatory requirements
  • Enforce our Terms of Service and other policies
  • Detect, prevent, and address fraud, security threats, and technical issues
  • Protect our rights, property, and safety, and that of our users and the public
  • Respond to legal requests and prevent harm

3.2 Marketing Communications

With your consent, we may use your contact information to:

  • Send promotional emails about new features and updates
  • Provide educational content and best practices
  • Invite you to webinars, events, and surveys
  • Share case studies and customer success stories

You may opt out of marketing communications at any time by clicking the "unsubscribe" link in our emails or adjusting your account preferences.

4. Data Sharing and Disclosure

4.1 We DO NOT Sell Your Personal Information

Faviory does not sell, rent, or trade your personal information to third parties for their marketing purposes.

4.2 Service Providers

We share information with trusted third-party service providers who assist us in operating our Services:

Email Delivery: Resend (for email sending and receiving)

Cloud Infrastructure: AWS, Google Cloud (for hosting and storage)

Payment Processing: Stripe (for billing and subscriptions)

Analytics: Google Analytics (for usage analysis)

These providers are contractually obligated to use your information only as necessary to provide services to us and maintain appropriate security measures.

5. Data Retention

5.1 Retention Periods

We retain your information for as long as necessary to provide our Services and fulfill the purposes outlined in this Privacy Policy:

Account Information:

Retained while your account is active and for up to 90 days after account closure (unless longer retention is required by law)

Customer Data and Messages:

  • • Free Plan: 30-day message history
  • • Starter Plan: 6-month message history
  • • Professional Plan: 2-year message history
  • • Business Plan: Unlimited message history
  • • Enterprise Plan: Custom retention periods as agreed

Usage and Analytics Data:

Typically retained for up to 2 years

Legal and Compliance Records:

Retained for periods required by applicable laws (typically 7 years for financial records)

6. Data Security

6.1 Security Measures

We implement industry-standard security measures to protect your information:

Technical Safeguards

  • • Encryption in transit (TLS 1.3)
  • • Encryption at rest (AES-256)
  • • Secure password hashing
  • • Regular security audits
  • • Intrusion detection systems

Administrative Safeguards

  • • Strict access controls
  • • Employee background checks
  • • Security training for staff
  • • Incident response procedures
  • • Third-party assessments

Physical Safeguards

  • • Secure data centers
  • • Restricted physical access
  • • Environmental controls
  • • Redundant power systems
  • • Network infrastructure

7. Your Privacy Rights

7.1 General Rights

Depending on your location, you may have the following rights:

Access

Request confirmation of what personal information we hold about you

Correction

Request correction of inaccurate or incomplete information

Deletion

Request deletion of your personal information

Portability

Request a copy in machine-readable format

7.4 Exercising Your Rights

To exercise any of these rights:

Email

privacy@faviory.com

Online Portal

Account Settings > Privacy

Response Time

Within 30-45 days

8. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:

General Privacy Inquiries

privacy@faviory.com

Support Portal

https://support.faviory.com

Data Protection Officer

dpo@faviory.com

Response Time

3-5 business days

Commitment to Privacy

Faviory is committed to transparency and data protection. We continuously review and improve our privacy practices to ensure we meet the highest standards of data security and regulatory compliance.