Privacy Policy
Last updated: October 16, 2026
This Privacy Policy explains what information Farlo ("Farlo", "we", "us") collects when you visit farlo.si, chat with our assistant, create an account or use the Farlo service (the "Service"), how we use it, and the choices you have. Questions: privacy@farlo.si.
1. Information we collect
Information you give us
- Account information: your email address, your password (stored only as a secure hash), your name and your shop's website.
- Workspace content: the knowledge you add or connect (website pages, documents, Shopify data), your settings and instructions, and the email addresses of team members you invite.
- Messages: what you write to us or to our assistant, including an email address if you leave one.
- Billing information: when you subscribe to a paid plan, our payment provider collects your payment details. We receive what we need to manage your subscription, not your full card number.
Information collected automatically
- Technical information: your IP address, browser type and the pages you request, used to run and secure the Service.
- Usage information: how the Service is used, such as numbers of conversations and resolutions, answer times and AI costs. It's shown in your dashboard and used for billing and to improve the Service.
Information we process for shops
Shops that use Farlo connect their website chat, email and store. When their customers chat with or email a shop, we process the messages, contact details and order information needed to answer on the shop's behalf. The shop decides how this information is used, and its own privacy policy applies. If you are a customer of a shop that uses Farlo, please contact the shop; we'll help it respond.
2. How we use information
- To provide the Service: set up and run your AI agent, answer customers, hand conversations to your team, and send the emails you and your customers expect, such as replies, verification codes, notifications and invitations.
- To improve the Service: fix problems, check answer quality and develop features, using aggregated statistics where possible.
- To keep the Service secure: prevent abuse, fraud and unauthorized access.
- To communicate with you: about your account, billing and changes to the Service or these policies. We don't send marketing newsletters unless you ask for them.
- To comply with the law and enforce our Terms of Service.
3. AI and your information
Messages are processed by AI models to create answers. We send them only through providers that don't store the data or use it for training, and we never use your information or your customers' information to train AI models. Answers your team teaches the agent stay in your workspace.
4. How we share information
We don't sell personal information, and we don't share it for advertising. We share information only:
- with service providers that run parts of the Service for us and may use the information only for that purpose (listed below);
- with services you connect, such as your Shopify store, email provider or helpdesk, as you instruct;
- within your team: members of your workspace see its conversations and settings;
- when required by law, or to protect the rights, safety and property of Farlo, our customers or others;
- in connection with a merger, acquisition or sale of assets, subject to this policy.
| Provider | What they do for us | Location |
|---|---|---|
| Hetzner Online | Servers and storage | Germany |
| Cloudflare | Domain name service and receiving email | United States, worldwide network |
| Resend | Sending email | United States |
| OpenRouter | Routing requests to AI models | United States |
| AI model hosts reached through OpenRouter, for example Amazon Web Services | Running the AI models, without storing the data | United States and other countries |
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5. How long we keep information
- Account and workspace information: as long as your account exists. After it ends, we delete it within 30 days, and backup copies are removed within a further 14 days.
- Chats with our assistant on farlo.si: as long as we need them to answer you and improve our support. You can ask us to delete yours at any time.
- IP addresses used to prevent abuse: two days.
- Billing records: as long as tax and accounting laws require.
6. Security
We use encrypted connections, store passwords only as secure hashes, encrypt stored access tokens and keys, keep each customer's data separate and limit access to people who need it. No method of transmission or storage is completely secure, but we work hard to protect your information.
7. Your choices
- Access, correct or delete: you can view and change most account information in the dashboard. To get a copy of your information or have it deleted, write to privacy@farlo.si. We answer within 30 days.
- Emails: service emails are part of the Service. If you ever receive marketing emails from us, you can stop them at any time.
- US state privacy rights: depending on where you live, you may have the right to know, correct and delete the personal information we hold about you. We don't sell personal information or share it for targeted advertising, and we won't treat you differently for making a request. Write to privacy@farlo.si.
8. Children
The Service is for businesses and isn't directed at children under 16. We don't knowingly collect information from children.
9. Changes to this policy
We may update this policy. We'll post the new version on this page with a new date, and tell account holders about material changes by email.