Privacy policy
Last updated: March 25, 2025
This privacy policy describes how Freedesk (the website, we, us, or our) collects, uses, and shares your personal data when you visit, use our services, or purchase from thefreedesk.com (the website) or otherwise communicate with us regarding the website (collectively called the services). The use of you/your (etc.) in this privacy policy refers to you as a user of the services, whether you are a customer, website visitor, or another person about whom we have collected data under this privacy policy.
We recommend that you read this privacy policy carefully.
Changes to this privacy policy
We may update this privacy policy from time to time, for example, to align with new procedures or due to other operational, legal, or regulatory reasons. The revised privacy policy will be published on the website, as indicated by the date shown at “Last updated,” and we will take any other actions required under applicable law.
How we collect and use personal data
To provide the services, we collect your personal data from a variety of sources as described below. The types of data we collect and use vary depending on how you interact with us.
In addition to the specific purposes set out below, we may use the data we have collected about you to communicate with you, provide or improve the services, comply with any applicable legal requirements, enforce any applicable terms of service, and to protect the services, our rights, and the rights of our users and others.
What personal data we collect
The types of personal data we collect about you depend on how you interact with our website and use our services. When we use the term personal data, we mean information that identifies you, relates to you, describes you, or can in any way be linked to you. The sections below describe the categories and specific types of personal data we collect.
Data we collect directly from you
Data you provide to us through our services may include:
- Contact informationfor example, your name, address, phone number, and email address.
- Order informationfor example, name, billing address, shipping address, payment confirmation, email address, and phone number.
- Account informationfor example, username, password, security questions, and other information used to protect your account.
- Customer support informationfor example, information you choose to share when communicating with us, such as when you send a message through the services.
Some features of the services may require you to provide certain information about yourself directly. You may choose not to share such information, but this may make it impossible for you to use or access those features.
Information we collect about your usage
We may also automatically collect certain information about your interaction with the services (Usage data). For this purpose, we may use cookies, pixels, and similar technologies (Cookies). Usage data may include information about how you access and use our website and your account, including details about your device, browser, network connection, IP address, and other information about your interaction with the services.
Information we receive from third parties
We may also receive information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:
- Companies that support our website and services, such as Shopify.
- Our payment processors who collect payment information (e.g., bank account details, credit or debit card information, billing address) to process your payment in order to fulfill your orders and deliver the products or services you have requested, to fulfill our contract with you.
- When you visit our website, open or click on emails we send you, or interact with our services or advertisements, we or third parties we work with may automatically collect certain information using online tracking technologies such as pixels, web beacons, SDKs, third-party libraries, and cookies.
All information we receive from third parties will be processed in accordance with this privacy policy. See also the section below, Third-party websites and links.
How we use your personal data
- Providing products and services. We use your personal data to provide you with the services to fulfill our contract with you, including processing your payments, fulfilling your orders, sending you messages related to your account, purchases, returns, exchanges, or other transactions, creating, maintaining, and otherwise managing your account, arranging shipping, facilitating any returns and exchanges, and other features and functions related to your account. We may also enhance your shopping experience by enabling Shopify to match your account with other Shopify services you may choose to use. In such cases, Shopify will process your data according to its privacy policy and consumer protection policy.
- Marketing and advertising. We may use your personal data for marketing and advertising purposes, such as sending marketing, advertisements, and promotional communications via email, SMS, or postal mail, and to show you ads for products or services. This may include using your personal data to better tailor the services and advertising on our website and other websites. If you reside in the EEA, the legal basis for this processing of personal data is our legitimate interest in selling our products, pursuant to Article 6(1)(f) GDPR.
- Security and fraud prevention. We use your personal data to identify, investigate, or take action regarding any fraudulent, illegal, or harmful activity. If you choose to use the services and register an account, you are responsible for keeping your login credentials secure. We strongly recommend that you do not share your username, password, or other access information with anyone else. If you believe your account has been compromised, contact us immediately. If you reside in the EEA, the legal basis for this processing of personal data is our legitimate interest in keeping our website secure for you and other customers, pursuant to Article 6(1)(f) GDPR.
- Communicating with you and improving the service. We use your personal data to provide you with customer support and improve our services. This is a legitimate interest for us to be responsive to you, provide you with effective services, and maintain our business relationship with you under Article 6(1)(f) GDPR.
Cookies
Like many others, we use cookies on our website. For more information about the cookies we use to operate our Shopify store, visit https://www.shopify.com/legal/cookies. We use cookies to operate and improve our website and services (including to save information about your activity and preferences), to conduct analytics, and to better understand how users interact with the services (which relates to our legitimate interest to administer, improve, and optimize the services). We may also allow third parties and service providers to use cookies on our website to better tailor the services, products, and advertising on our website and other websites.
Accepting cookies is automatic by default in most browsers, but you can change your browser settings to delete or reject cookies. Please note that your experience may be negatively affected if you delete or block cookies, and some services, such as certain features and general functionality, may stop working fully or partially. Blocking cookies may also not completely prevent our information sharing with third parties, such as our advertising partners.
We also use Google Analytics 4 (GA4) to analyze traffic and behavior patterns on our website. GA4 collects anonymized information, including truncated IP addresses, to prevent linking to individuals. The information is used for statistical purposes and to improve our website. Data collected via GA4 may be processed outside the EU/EEA (e.g., in the USA). We therefore rely on the European Commission’s standard contractual clauses (SCC) as the legal basis for data transfer. Use of GA4 occurs only after you have given consent via our cookie banner, in accordance with GDPR and the ePrivacy Directive. You can change or withdraw your consent at any time via the cookie settings on our website.
How we disclose personal data
Under certain circumstances, we may disclose your personal data to third parties to fulfill contracts, for legitimate purposes, and other reasons covered by this privacy policy. Some examples of such circumstances:
- Data may be shared with vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analysis, customer support, cloud storage, distribution, and delivery).
- Data may be shared with business and marketing partners to deliver services and advertising to you. Our business and marketing partners will use your data in accordance with their privacy notices.
- When you request or otherwise consent to us disclosing certain data to third parties, for example, to deliver products to you or when you use social media widgets or login-based integrations, we may also share your data.
- Data may be shared with our affiliates or within our corporate group as part of our legitimate interests in operating a successful business.
- Data may be shared in connection with a business event, such as a merger or bankruptcy, to comply with applicable legal obligations (e.g., in response to subpoenas, search warrants), enforce applicable terms of service, and protect and enforce the services, our rights, and the rights of our users and others.
We disclose personal data from the following categories and sensitive data about users for the purposes described above in How we collect and use your personal information and How we disclose personal information:
| Category | Recipient categories |
|---|---|
|
|
We neither use nor disclose sensitive personal data without your consent or to draw conclusions about you.
With your consent, we share personal data to conduct advertising and marketing activities as described below.
We have “sold” and “shared” (as defined under applicable law) personal data in the past twelve months to conduct advertising and marketing activities as described below.
| Personal data category | Recipient categories |
|---|---|
| Identifiers such as name, email address, and phone number | Business and marketing partners |
| Commercial information, such as records of purchased products or services | Business and marketing partners |
| Usage data | Business and marketing partners |
User-generated content
The services may allow you to post product reviews and other user-generated content. If you choose to submit user-generated content to any public part of the services, this content will be public and accessible to everyone.
We do not control who will have access to the information you choose to make available to others and cannot ensure that those who access such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of such information you make publicly available, nor for whether information you share with or receive from third parties is reliable, used, or misused.
Third-party websites and links
Our website may provide links to websites or other online platforms operated by third parties. If you follow links to websites not affiliated with or controlled by us, you should read their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such websites, including whether the information on those websites is accurate, complete, and reliable. Information you provide yourself on fully or partially publicly accessible places, including information you share on third-party social networking platforms, may also be seen by others using the services and/or those using those third-party platforms without any limitation on how it may be used by us or third parties. The mere fact that we include such links does not imply endorsement of the content on such platforms, nor their owners or operations, beyond what is expressly stated in the services.
Data concerning children
The services are not intended for use by children, and we do not knowingly collect personal data about children. If a child for whom you are a guardian has provided their personal data to us, you may contact us using the contact details below to request deletion.
Up to the date this privacy policy took effect, we are not aware that we have “shared” or “sold” (as defined under applicable law) personal data concerning persons under 16 years of age.
Security and storage of your data
Please note that no security measures are perfect or impenetrable, and we cannot guarantee perfect security. Any information you send to us may also lack protection during transmission. We recommend that you do not use insecure methods to send sensitive or confidential information to us.
How long we retain your personal data depends on various factors, such as whether we need it to manage your account, provide the services, comply with legal obligations, resolve disputes, or enforce other applicable contracts and policies.
Your rights
Depending on where you live, you may have some or all of the rights below regarding your personal data. These rights are not absolute, and it is possible they only apply under certain circumstances, and the law allows us to deny your request in such cases.
- Right of access/knowledge: You may have the right to request access to the personal data we hold about you, including information about how we use and share your information.
- Right to erasure: You may have the right to request that we delete the personal data we hold.
- Right to correction: You may have the right to request that we correct the personal data we hold if it is inaccurate.
- Right to portability: Under certain circumstances and with some exceptions, you may have the right to receive a copy of the personal data we have about you and to request that we transfer it to a third party.
- Right to opt out of sale, sharing, or targeted advertising: You may have the right to instruct us not to “sell” or “share” your personal data or to indicate that your personal data should not be used for purposes considered “targeted advertising,” as defined in applicable privacy laws. If you visit our website with the GPC signal enabled (depending on your location), we will automatically interpret this as a request to deny “sale” or “sharing” of data for the device and browser you use to visit the website.
- Restrict processing: You may have the right to request that we no longer process your personal data or restrict our processing of it.
- Withdraw consent: In cases where we rely on consent to process your personal data, you may have the right to withdraw your consent.
- Appeal: If we deny your request, you may have the right to appeal our decision. You can do so by responding to our denial message.
- Manage communication preferences: We may send you marketing emails, and you can opt out of receiving such emails by using the unsubscribe feature included in all our messages to you. If you choose to stop receiving such emails, we may still send you messages that do not contain marketing, such as information about your account or orders.
You can exercise these rights where indicated on our website or by contacting us using the contact details below.
Your status with us will not be affected by exercising your rights. We may need to collect information from you to verify your identity, such as your email address or account information, before providing a well-founded response to your request. Under applicable law, you may appoint a representative who can make requests on your behalf to exercise your rights. Before accepting such a request from a representative, that representative must provide proof that you have authorized them to act on your behalf, and you may also need to verify your identity to us personally. We will respond to your request within the timeframe specified by applicable law.
Complaints
If you have complaints about how we process your personal data, contact us using the contact details below. If you are not satisfied with how we handled your complaint, depending on where you live, you may have the right to appeal our decision by contacting us using the contact details below. You may also choose to submit your complaint to the Data Protection Authority (IMY). Within the EEA, you can find a list of responsible data protection supervisory authorities here.
International users
Please note that we may transfer, store, and process your personal data outside the country where you reside. Your personal data is also processed by staff and external service providers (third parties) and partners in these countries.
If we transfer your personal data outside Europe, we will rely on recognized transfer mechanisms, such as the European Commission’s standard contractual clauses or equivalent agreements from the relevant competent authority in the United Kingdom (depending on what is relevant), unless the data transfer is to a country assessed to ensure an adequate level of protection.
Freedesk AI Agent
We improve our products and advertising by using business data (e.g., information relating to our inventory, pricing, and brand), order management data (e.g., information relating to customer purchases), and the Freedesk AI agent to create a custom experience for you on our website and to improve our products and services. The Freedesk AI agent will be available as part of our website, and customers will be able to interact with it. Using business data, order management data, and other data you provide, the Freedesk AI agent can automatically assist you with product discovery, answer questions about Freedesk and our products and services and assist you with completing purchases through Freedesk's website. By using our site, you agree that we and Microsoft can collect and use this data, including recording the chat text and events. Our privacy statement has more details.”
We partner with Microsoft to provide the Freedesk AI agent to create a customized experience for you on our website using order management data. Order management data is captured using first-party and third-party cookies and other tracking technologies. Any data or information provided to the Freedesk AI agent, including data to customize the agent experience and chat text and events, will be shared with Microsoft. For more information about how Microsoft collects and uses our data, visit the Microsoft Privacy Statement: https://www.microsoft.com/en-us/privacy/privacystatement .
AI policy – Freedesk
At Freedesk, we believe in transparency and access to knowledge.
We welcome responsible collaboration with AI services that help people find reliable and relevant information.
We therefore allow AI crawlers and search-based assistants – such as ChatGPT, Perplexity, Claude, Google Gemini, and similar services – to freely read, index, and reference the content on our public website.
The purpose is to make it easier for people to discover Freedesk, our products, our design philosophy, and our values.
We only ask that our content be reproduced truthfully and that our texts or images are not used in misleading or commercial contexts without our permission.
AI systems that follow the standard for robots.txt and normal web crawl rules are welcome to interact with thefreedesk.com.
For questions regarding collaborations, data sharing, or use of our content, please contact us at: contact@thefreedesk.com
Contact
If you have questions about our privacy practices or this privacy policy, or if you want to exercise any of your rights, call or email us at contact@thefreedesk.com.
Regarding applicable data protection legislation, and unless otherwise expressly stated, we are the data controller for your personal data.