Privacy

Summary

We keep data collection to a minimum. Formo Support processes site and conversation data needed to run the chatbot; AI keys and Shopify tokens are encrypted at rest and never sent to the browser. The sections below are the public summary of our Shopify data practices (scopes, retention, compliance webhooks).

What we collect on the website

• Contact form. Name, email, topic and message so we can reply. We use Resend to deliver mail.
• Checkout (web). Payments and delivery email for web purchases are handled by our merchant of record (Lemon Squeezy). Their privacy policy applies to that payment data.
• Checkout (Shopify App). In-app upgrades use Shopify Billing (one-time charges). Shopify processes those payments under Shopify’s terms.
• Analytics. Privacy-friendly analytics (for example Plausible and Vercel Analytics) may record page views without advertising cookies. We do not sell analytics data.

What Formo Support processes

• Conversation messages, usage counters and escalation data for licensed sites.
• Encrypted AI provider credentials you save (never returned to the client).
• Shopify Admin tokens from app install or a web Admin API connection (read_orders, read_customers only), used to look up recent orders and fulfilment for chat answers.
• Order-related fields read at request time from Shopify (order status, tracking, email/name when available). Those payloads are not stored as separate CRM rows; they may appear in chat transcripts if stated in the conversation.

We do not sell personal data, do not use it for advertising, and do not share shopper data with other merchants.

Shopify compliance

When Formo is installed as a Shopify app we respond to Shopify’s mandatory compliance webhooks: customer data requests (we email the merchant an export of matching conversations, messages and escalations), customer redaction (we delete those records), shop redaction after uninstall (we delete the shop’s Formo site data), and uninstall (we pause the site and discard tokens without deleting configuration until shop redaction).

How long we keep data

• Chat message bodies: 90 days, then deleted by our retention job. Conversation summary rows may remain without message bodies.
• Escalations and conversations: kept for ordinary support history until you delete conversation data, a Shopify customer/shop redact runs, or we otherwise close the account.
• Contact form messages: only as long as needed to answer you and keep ordinary business records.
• Shopify tokens: until uninstall discards them, or shop redaction deletes the integration.

Cookies

We aim not to require a cookie consent banner for core site use. If a provider sets essential cookies for security or payment, that is limited to what is needed to operate the service.

Your rights

Depending on where you live, you may have rights to access, correct or delete personal data we hold about you. Email hello@formoautomations.com and we will respond within a reasonable time. Shopify merchants can also trigger customer data requests and redaction through Shopify Admin.

Third parties

Checkout (Lemon Squeezy on the web; Shopify Billing in the Shopify app), email (Resend), hosting/database (Vercel / Supabase), and AI providers you connect each process data under their own terms when you send them data.

Contact

Privacy questions: hello@formoautomations.com.