Privacy Policy - FennexFlow

Who we are & scope

FennexFlow provides business software at fennexflow.com that helps merchants and teams manage customer conversations, orders, support, and commerce workflows across messaging channels and related integrations. This Privacy Policy describes how we process personal data when you use our websites, dashboards, APIs, and services (the “Services”). If you use FennexFlow on behalf of a company, that organization typically decides how end-customer data in your workspace is used; we process such data to deliver the Services you configure.

Information we collect

Depending on how you use FennexFlow, we may collect:

Account and profile data: name, email, phone, company or store name, team membership, roles, and authentication credentials.
Business and catalog data you add: products, pricing, policies, storefront content, and configuration for workflows, automations, and integrations.
Customer and audience data: names, phone numbers, social identifiers, delivery addresses, and other details end customers provide when interacting with your store or chats.
Messaging and conversation data: message text and attachments, delivery or read state where available, channel and conversation identifiers (such as Page or thread IDs), and metadata needed to route and display threads in your inbox.
Order and transaction data: carts, checkouts, payment references (for example cash on delivery), amounts, status history, fulfillment, refunds, and carrier or tracking information you record.
Support and communications: messages you send to us, feedback, and content you provide when contacting privacy@fennexflow.com or support.

Conversation & message data

When you connect messaging platforms, we process data needed to send, receive, store, search, and display conversations in FennexFlow so your team can respond, assign work, automate, and report. This may include:

Message content, media, timestamps, and participant identifiers permitted by the platform and your settings.
Thread metadata (for example labels, assignment, automation triggers) that you configure in FennexFlow.
Technical metadata used for reliable delivery, sync, audit trails, and troubleshooting.

Orders, commerce & billing

We process order and payment-related information to operate your storefront, reconciliation, reporting, shipping workflows, and subscription billing. Online payments, if offered through a payment partner, are processed under that partner’s terms; we may receive limited references and status needed to provide the Services.

Technical, device & log data

We automatically collect certain technical information, including:

IP address, browser or app version, device type, operating system, and approximate location derived from IP where available.
Diagnostic and security logs, error reports, API usage, webhook delivery events, and performance metrics.
Cookies and similar technologies for session management, security, preferences, and aggregated analytics on fennexflow.com and related apps.

How we use information

We use personal data to:

Provide, secure, and improve the Services, including unified inbox, automation, webhooks, integrations, search, and analytics features you enable.
Authenticate users, prevent fraud and abuse, enforce our terms, and comply with applicable law.
Deliver customer support, service notices, security alerts, and (where permitted) product updates; marketing communications are sent in line with applicable rules and preferences.
Operate AI or automation features when you enable them (see below), such as classification, summarization, suggested replies, or routing according to your configuration.
Generate aggregate or de-identified analytics that do not identify individuals.
Meet legal, tax, accounting, or regulatory obligations where applicable.

Meta platforms & other integrations

If you connect Meta technologies (such as Messenger, Instagram messaging, or related Graph API features) or other channels (for example WhatsApp Business, Telegram, SMS, email, or website chat), those providers process data under their own terms and policies. We receive and store only what your connection and platform permissions allow so FennexFlow can operate on your behalf. You are responsible for lawful bases and any required notices or consents for messaging your customers, and for complying with applicable platform rules (including Meta Platform Terms and Developer Policies where relevant).

AI & automation

Some features use automated processing and, where enabled, artificial intelligence models hosted by us or subprocessors to assist with replies, classification, summaries, product assistance, or workflow routing. We use such processing to deliver the functionality you configure. We do not use your conversations to train public models unless we clearly disclose a separate opt-in program. Prompts may be sent to model providers under contracts that restrict use of API data for training.

How we share information

We do not sell personal data. We may share information with subprocessors and service providers that host infrastructure, deliver notifications, process payments, provide analytics, ticketing, security monitoring, and other functions necessary to operate FennexFlow. We require appropriate confidentiality and security commitments. We may also disclose information if required by law, to protect rights and safety, or in connection with a merger or acquisition subject to safeguards.

Subprocessors & service providers

We use reputable hosting, database, queue, email/SMS, logging, and AI inference providers. A current list or category description may be provided on request to privacy@fennexflow.com. Subprocessors may change as we improve the service; we will update this Policy for material changes when appropriate.

International transfers

Our operations and providers may be located in Tunisia, the European Economic Area, the United States, or other regions. Where personal data is transferred across borders, we implement appropriate safeguards such as contractual clauses and vendor security reviews consistent with applicable law.

Retention

We retain personal data for as long as your account is active, as needed to provide the Services, and as required by law or legitimate business needs (for example billing, disputes, and security). Messages and orders may follow settings you choose where available, plus reasonable backup periods. You may request deletion subject to legal exceptions; residual copies may persist for a limited time in backups.

Security

We implement administrative, technical, and organizational measures designed to protect personal data, including access controls, encryption in transit, monitoring, and least-privilege access for personnel. No method of transmission or storage is completely secure; use strong passwords and protect integration tokens.

Your rights & controls

Depending on your location, you may have rights to:

Access, correct, or delete your personal data.
Object to or restrict certain processing, or withdraw consent where processing is consent-based.
Export data you have provided, where technically feasible.
Lodge a complaint with a supervisory authority.
Contact us at privacy@fennexflow.com for requests. If you are an end customer of a merchant using FennexFlow, that merchant may hold your record—please contact them first for order or chat issues; we assist merchant customers as required.

Cookies & similar technologies

We use cookies and similar technologies for sessions, security, preferences, and analytics. You can adjust browser controls; disabling cookies may limit certain features.

Children’s privacy

The Services are intended for businesses and adult users. We do not knowingly collect personal data from children under 13 (or the minimum age required by local law) for consumer purposes. If you believe we have collected such information, contact us and we will take appropriate steps.

Changes to this policy

We may update this Privacy Policy from time to time. We will post the revised version on this page and update the “Last updated” date. For material changes, we may provide additional notice (for example by email or in-product notification).

Contact

Privacy questions: privacy@fennexflow.com. Legal and contractual notices: legal@fennexflow.com. Website: https://fennexflow.com.