Privacy Policy

1.Introduction

This Privacy Policy explains how MarketFlow ("we", "us" or "our") handles information in connection with the MarketFlow website and platform (together, the "Service"). MarketFlow is a customer engagement workspace: businesses use it to manage contacts and leads, hold customer conversations over WhatsApp, email, SMS and social channels, run campaigns, automate follow-ups, manage products and orders, and measure the results.

Because of what MarketFlow does, two kinds of information pass through it. The first is information about you as a MarketFlow user - your account, your workspace and how you use the product. The second is information that businesses put into MarketFlow about their own customers and leads. We treat these differently, and Section 11 explains how.

By using the Service you acknowledge that you have read this Privacy Policy. If you do not agree with it, please do not use the Service.

2.Information We Collect

We collect information you provide to us, information your workspace stores in MarketFlow, and information generated automatically when you use the Service.

Information you provide

Account information - your name, email address, password, and any profile details you add, such as a photo or job title.
Business and workspace information - your business name, workspace settings, team members you invite and the roles you assign them, sender identities, connected phone numbers and domains, and billing contact details.
Support and communications - what you tell us when you contact support, reply to our emails or give us feedback.

Information your workspace stores

Customer and contact information - names, phone numbers, email addresses, social profiles, tags, custom fields, segments and notes that you import or create for your customers.
Leads and customer interaction data - lead sources, pipeline stages, form submissions, assignments and the activity history MarketFlow records against each contact.
Campaign and marketing data - campaigns, audiences, message templates, scheduled posts, media you upload and the delivery, open, click and reply events reported back for them.
Messages and communication data - the content and metadata of WhatsApp, email, SMS and social conversations sent or received through your workspace, including attachments and conversation assignments.
Orders and commerce information - products, categories, inventory, catalogs, discounts and orders, including the customer details, items, amounts and statuses attached to each order.
Automation data - the workflows, triggers and conditions you build, and the record of when each one ran and what it did.

Information collected automatically

Usage and analytics data - the pages and features you use, actions you take in the workspace, and the time and duration of your sessions.
Device, browser and technical information - IP address, browser type and version, operating system, device identifiers, language and time-zone settings, referring pages, and error and performance logs.
Cookies and similar technologies - small files and local storage used to keep you signed in, remember your preferences and understand how the Service is used. Section 6 covers these in more detail.

3.How We Use Information

We use the information described above to:

provide, operate and maintain MarketFlow and your workspace;
deliver, receive and organise customer conversations in the shared inbox;
run the campaigns you create and report on how they performed;
execute the automations and follow-ups you configure;
store and organise your contacts, leads and segments;
record and manage products, inventory and orders;
produce the analytics, dashboards and reports in your workspace;
understand how the Service is used so we can fix problems and improve features;
keep the Service, our users and their customers secure;
detect, investigate and prevent abuse, spam, fraud and violations of our Terms of Service;
respond to support requests and questions;
send you service messages - such as security alerts, billing notices and changes to the Service or to this policy.

We may also send you product news or marketing emails. You can opt out of those at any time using the link in the message; service messages will continue while you have an account.

4.Communication Channels

Most of what MarketFlow does involves sending or receiving messages through channels that other companies operate. When you use a channel, the relevant information passes between MarketFlow and that channel's provider so the message can be delivered and its status reported back.

WhatsApp - messages, templates, media and contact phone numbers are exchanged with the WhatsApp Business Platform, or with the WhatsApp business solution provider you connect, together with delivery and read statuses.
Email - recipient addresses, message content and sender details are passed to the email or SMTP provider configured for your workspace, which returns delivery, bounce, open and click events where it supports them.
SMS - recipient phone numbers and message content are passed to the SMS provider you connect, which returns delivery statuses and replies.
Social media - when you connect accounts such as Instagram, Facebook, LinkedIn or TikTok, MarketFlow exchanges the posts, media, scheduling details and performance data needed to publish and measure your content, within the permissions you grant.
Webhooks - when you configure a webhook, MarketFlow sends the event data you selected to the URL you provide. What happens to it there is controlled by you or the service at that address.
API - when you or a tool you authorise uses the MarketFlow API, data is read from or written to your workspace according to the permissions of the credentials used.

Channel providers process this information under their own terms and privacy policies, and may apply their own rules to what can be sent. MarketFlow cannot guarantee that any provider will accept or deliver a particular message.

5.Integrations and Third-Party Services

MarketFlow lets you connect external services to your workspace - for example messaging providers, social platforms and your own systems through the API. Connecting an integration is your choice, and you can disconnect it from your workspace settings.

When you connect an integration, you authorise MarketFlow to exchange information with that service as needed to make the integration work. Information you send to, or receive from, a third-party service is also subject to that service's own privacy policy and terms, which we do not control. We encourage you to review them before connecting.

6.Cookies and Tracking Technologies

We use cookies, local storage and similar technologies on the MarketFlow website and platform. They fall into three broad groups:

Essential - needed to sign you in, keep your session secure and make the workspace work. The Service cannot function without them.
Preferences - remember choices such as your selected workspace, table layouts or dismissed notices.
Analytics - help us understand which pages and features are used so we can improve them.

Most browsers let you block or delete cookies. If you block essential cookies, parts of the Service - including signing in - will not work.

We do not sell personal information. We share information only in the circumstances below:

Service providers - companies that help us run the Service - for example with hosting, email delivery, customer support or billing - who may use the information only to provide those services to us.
Integration providers - the messaging, social, commerce and other services you connect, to the extent needed to make those integrations work.
Analytics providers - tools that help us understand usage of the Service.
Infrastructure providers - the cloud and network providers on which MarketFlow and its data are hosted.
Within your workspace - with the team members your workspace owner or admins have invited, according to their roles.
Legal requirements - with courts, regulators, law enforcement or other authorities when we believe in good faith that disclosure is required by law or legal process, or is necessary to protect the rights, property or safety of MarketFlow, our users or others.
Business transfers - as part of a merger, acquisition, financing or sale of all or part of our business, in which case the information would remain subject to protections consistent with this policy.
With your consent - in any other case where you have asked us to or agreed to it.

8.Data Retention

We keep account and workspace information for as long as your account is active and as needed to provide the Service. Customer data in a workspace is kept until the workspace deletes it or the account is closed.

After an account is closed we delete or de-identify its information within a reasonable period, except where we need to keep some of it longer - for example to meet legal, tax or accounting obligations, resolve disputes, enforce our agreements or protect against fraud and abuse. Copies may persist in backups for a limited time before they are overwritten.

9.Data Security

We use administrative, technical and organisational measures designed to protect information against unauthorised access, loss and misuse. These include limiting access to the people who need it, role-based permissions within each workspace, and monitoring the Service for suspicious activity.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You play a part too: use a strong, unique password, keep your credentials and API keys private, review who has access to your workspace, and tell us promptly if you suspect unauthorised access.

10.User Rights and Choices

Depending on where you live, you may have rights over your personal information. Subject to applicable law, these can include the right to:

access the personal information we hold about you;
correct information that is inaccurate or incomplete;
delete your information;
receive a copy of your information in a portable format;
object to or restrict certain processing;
withdraw consent where we rely on it.

Much of your account and workspace information can be viewed, edited, exported or deleted directly in MarketFlow. For anything else, contact us at privacy@example.com. We may need to verify your identity before acting on a request, and some requests may be limited where the law allows or requires us to keep information.

If you are a customer or lead of a business that uses MarketFlow, please see Section 11 - in most cases that business is the right place to send your request.

11.Business Customer and End-Customer Data

Three different groups of people are involved in MarketFlow, and their information is handled differently:

MarketFlow users - the people who sign in to MarketFlow - workspace owners, admins and team members. We are responsible for their account information as described in this policy.
Businesses using MarketFlow - the companies that operate workspaces. They decide which customers to add, what to send them and how to use the results.
End customers and leads - the people whose details a business imports, captures or messages through MarketFlow.

For end-customer and lead information, the business that operates the workspace decides why and how it is processed, and MarketFlow processes it on that business's behalf and according to its instructions. That business is responsible for having a lawful basis and any required consent to collect the information and to contact the people concerned, and for answering their questions and requests.

If you are an end customer and want to access, correct or delete information a business holds about you, or stop receiving its messages, please contact that business directly. If you contact us instead, we will try to direct your request to the right business.

12.Children's Privacy

MarketFlow is a business tool and is not directed at children. We do not knowingly collect personal information from anyone under the age at which they can lawfully consent to it where they live. If you believe a child has given us personal information, contact us and we will take steps to delete it.

Businesses using MarketFlow must not use it to collect or process children's information in violation of applicable law.

13.International Data Transfers

MarketFlow, our service providers and the integrations you connect may process information in countries other than the one where you or your customers live. Those countries may have data protection laws that differ from yours.

Where we transfer personal information across borders, we take steps intended to ensure it continues to be protected in line with this policy and applicable law.

14.Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we do, we will change the "Last updated" date at the top of this page, and if the changes are material we will give you notice - for example by email or in the Service - before they take effect.

Continuing to use the Service after an update takes effect means you accept the revised policy.

15.Contact Information

If you have questions about this Privacy Policy or how MarketFlow handles information, contact us:

Company - MarketFlow
Address - 123 Innovation Avenue, Dhaka 1212, Bangladesh
Privacy enquiries - privacy@example.com
Legal enquiries - legal@example.com