Your privacy, clearly explained

EcomUp AI (“EcomUp”, “we”, “us”) provides software that helps online sellers run their business: AI replies to customer messages, order and courier management, a storefront, workflows, and image and video tools.

This policy covers two groups of people: merchants who sign up and use EcomUp, and shoppers who message a merchant or buy from a merchant’s storefront that runs on EcomUp.

For your own account details (name, email, billing), EcomUp decides how the data is used, so we are responsible for it.

For your customers’ data (their messages, names, phone numbers, addresses and orders), you, the merchant, are in charge. We process it on your behalf to provide the features you use, and we don’t use it for our own marketing.

If you are a shopper and want your data changed or deleted, contact the shop you bought from first. We will help them act on your request.

Information you give us

• Account details: name, email address, phone number, password, and business name.
• Shop content: products, prices, images, storefront pages, and settings.
• Support messages you send us.

Information from platforms you connect

• Facebook and Instagram: page and account details, and the messages and comments on pages you connect, limited to the permissions you approve.
• Other integrations you set up, such as courier accounts.

Shopper information processed for you

• Conversations with your page, and contact details shoppers share in them.
• Orders placed through your storefront or chat: name, phone, email, delivery address, and items.
• Storefront customer accounts, if shoppers create one.

Information collected automatically

• Log and device data: IP address, browser type, pages visited, and error reports.
• Cookies and similar technologies (see “Cookies and tracking”).

Billing information

Payments are handled by our payment providers. We receive confirmation of payment and limited details such as the plan and amount, not your full card number.

• To provide the service: reply to messages, take orders, book couriers, and host your storefront.
• To create and secure your account, including sign-in and verification codes.
• To bill you for your plan and keep track of usage limits.
• To provide support and send important service notices.
• To fix bugs, prevent abuse and fraud, and improve the product.
• To meet our legal obligations.

AI replies, AI calling, and image and video generation work by sending the relevant content (for example, a customer’s message along with your product details, or your prompt and image) to AI model providers. We send only what the feature needs to produce a result.

We do not use your customers’ conversations to advertise to them or to build profiles for sale. AI output can be wrong, so review important replies and settings.

We don’t sell personal information. We share it only in these cases:

• Service providers that help us run EcomUp, such as cloud hosting and storage, AI model providers, email and SMS delivery, payment processing, and error monitoring.
• Couriers you choose. When you book a delivery or run a fake order check, we send the order or phone details that courier needs.
• Platforms you connect, such as Meta, so that we can do what you ask (for example, post a reply).
• Legal reasons: to comply with the law, or to protect the rights and safety of users or the public.
• Business transfers: if EcomUp is merged or sold, this policy would continue to apply to your data.

When you connect a Facebook Page or Instagram account, we access only the permissions you grant during connection. We use that data only to provide EcomUp features for that page, and we follow Meta’s Platform Terms.

Removing access and deleting data

• Disconnect the page from your EcomUp dashboard, or
• Remove EcomUp under Facebook Settings → Business Integrations.

To have the data we hold from Facebook or Instagram deleted, email support@ecomup.ai from your account email with the subject “Data deletion request”. We will confirm when it’s done.

We keep data for as long as your account is active and as long as we need it to provide the service. When you close your account or ask for deletion, we delete or anonymise your data within a reasonable period. We may keep some records longer, such as invoices, when the law requires it or to resolve disputes.

• Access and update most account and shop data directly in your dashboard.
• Ask for a copy of your data, or ask us to correct or delete it.
• Disconnect any connected platform at any time.
• Opt out of non-essential emails using the link in the email.

To make a request, email support@ecomup.ai. We may ask you to confirm your identity first.

We use cookies and similar technologies for:

• Essential purposes: keeping you signed in, security, remembering your language and theme, and keeping a storefront cart in your browser.
• Measurement and ads: our website uses the Meta Pixel to measure how our ads perform.

You can block or delete cookies in your browser settings. Some features may stop working if you do.

We use encryption in transit, access controls, and hashed passwords to protect data. No system is completely secure, so please use a strong password and keep your login details private. If we learn of a breach that affects you, we will tell you as required by law.

Our service providers may store or process data outside your country. When that happens, we use providers with appropriate safeguards for the data.

EcomUp is a business tool and is not intended for children under 13. We do not knowingly collect personal information from children. If you think a child has given us data, contact us and we will delete it.

We may update this policy as the product changes. We will change the “last updated” date above, and for significant changes we will notify merchants by email or in the dashboard.