Privacy Policy

1. Introduction

Welcome to PLUGINWORK ("we," "our," or "us"). We are committed to protecting your personal information and your right to privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website and use our services.

2. Information We Collect

We collect information that you provide directly to us, including:

• Personal identification information (name, email address, phone number, shipping address)
• Payment information (processed securely through Stripe)
• Order history and preferences
• Custom artwork and design files you upload
• Communications between you and PLUGINWORK

2.1 Messaging and Customer Service Data

We use Chatwoot as our customer service platform to manage communications across multiple channels. When you contact us through any of the following channels, we collect and store:

• Facebook Messenger: Your Facebook name, profile picture, Page-Scoped ID (PSID), and message content
• Instagram Direct Messages: Your Instagram username, profile picture, and message content
• Email: Your email address, name, and email content
• SMS: Your phone number and text message content
• Website Chat Widget: Your name (if provided), email (if provided), IP address, and chat messages

This data is stored on our Chatwoot instance hosted on Digital Ocean servers located in Canada. Message history is retained to provide continuous customer support and improve service quality.

3. How We Use Your Information

We use the information we collect to:

• Process and fulfill your orders
• Send you order confirmations and shipping updates
• Respond to your inquiries and provide customer support through multiple channels (Messenger, Instagram, email, SMS, chat)
• Maintain conversation history for context in ongoing support interactions
• Send promotional emails and newsletters (with your consent)
• Improve our website, services, and customer support quality
• Analyze common customer questions to enhance our FAQ and self-service resources
• Detect and prevent fraud or abuse

4. Information Sharing and Disclosure

We may share your information with:

• Service providers: Payment processing (Stripe), shipping carriers, email delivery services
• Hosting providers: Digital Ocean (hosts our Chatwoot instance and customer data in Canadian data centers)
• Meta Platforms: When you contact us via Facebook Messenger or Instagram, Meta facilitates message delivery. Meta has access to message content per their platform terms
• SMS providers: Third-party SMS gateway providers when you contact us via text message
• Legal authorities: When required by law or to protect our rights
• Business partners: Only with your explicit consent

We do not sell your personal information to third parties.

5. Data Security

We implement appropriate technical and organizational measures to protect your personal information. All payment transactions are processed through Stripe, a PCI-compliant payment processor, and we use SSL encryption to protect data in transit.

6. Your Rights

Under Canadian privacy law (PIPEDA) and international regulations (GDPR for EU users, CCPA for California users), you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your information, including messages and conversation history from our Chatwoot system (subject to legal retention requirements)
• Opt-out of marketing communications at any time
• Withdraw consent for data processing where applicable
• Request a portable copy of your data
• Object to certain types of data processing

6.1 Data Deletion Requests

To request deletion of your data, including messages sent through Facebook Messenger, Instagram, email, or SMS, please visit our Data Deletion Request page. We will process verified deletion requests within 30 days. Some data may be retained for legal or accounting purposes as required by Canadian law (typically 7 years for transaction records).

7. Cookies and Tracking

We use cookies and similar tracking technologies to enhance your browsing experience, analyze site traffic, and understand user preferences. You can control cookie settings through your browser preferences.

8. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies.

9. Children's Privacy

Our services are not directed to individuals under the age of 13. We do not knowingly collect personal information from children under 13. If you believe we have collected such information, please contact us immediately and we will delete it promptly.

Users aged 13-17 may use our messaging services (Facebook Messenger, Instagram) but must have parental or guardian consent. By using these services, users aged 13-17 confirm they have obtained necessary parental consent.

10. Data Retention

We retain your personal information for different periods depending on the type of data:

• Account data: Until you request deletion or your account is inactive for 3 years
• Order and transaction records: 7 years (required by Canadian tax and accounting regulations)
• Conversation history (Chatwoot): Until you request deletion, or 2 years of inactivity
• Design files: Until you request deletion, or 1 year after last order
• Marketing consents: Until you withdraw consent

After the retention period, data is securely deleted unless we have a legal obligation to retain it longer.

11. International Data Transfers

Your data is primarily stored on Canadian servers (Digital Ocean data centers in Canada). However, when you contact us through Facebook Messenger or Instagram, your messages may also be processed by Meta Platforms, Inc., which may involve data transfers to the United States. Meta is certified under applicable data transfer frameworks and provides adequate protection for your data.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last updated" date. For significant changes, we may also notify you via email or through our messaging channels.

13. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your privacy rights, please contact us:

• Email: printsdmt@gmail.com
• Phone: +1 647 938 3710
• Address: 9390 Woodbine Ave, Suite 323, Markham, ON L6C 0M5, Canada
• Data Deletion Requests: printsdmt.com/data-deletion