Privacy policy

Growstall is a shared inbox for businesses that sell on Mirakl-powered marketplaces. This policy explains what we do with two very different kinds of personal data: yours, as the person who opens an account, and your customers', which we process on your instructions so you can answer them.

1. Two roles, two sets of rules

Your account data. For the details you give us to run your account we are the controller. Sections 2 to 4 cover this.

Your marketplace data. For the messages, orders and customer details that flow in from your marketplace accounts we are a processor acting for you, the seller, who is the controller. Section 5 covers this, and the data processing agreement is the contract that governs it. If you are a marketplace customer and want to exercise your rights over a message you sent to a seller, contact that seller or the marketplace; we will help them respond.

2. Account data we hold

• Email address, and a password hash or magic-link tokens, for sign-in.
• Workspace name, team country, and the settings you choose (business hours, SLA, retention window, automation rules).
• Marketplace API keys, encrypted with AES-256-GCM before storage. Only the last four characters are ever displayed.
• Technical logs: request timestamps, IP addresses and error traces kept by our hosting provider for security and debugging, for up to 30 days.

Legal basis: performance of our contract with you (UK GDPR and EU GDPR article 6(1)(b)), and our legitimate interest in keeping the service secure (article 6(1)(f)). We do not run advertising or tracking scripts. We use Google Analytics 4 to understand how the website and the app are used; it is loaded, and sets its cookie, only after you accept it in the cookie notice, and you can withdraw that at any time from the “Cookie settings” link in the footer or the app header. Apart from that, the only cookies we set are the ones that keep you signed in.

3. How long we keep account data

For as long as your workspace exists. When you delete your workspace, or ask us to, everything in it is deleted within 30 days, and backups expire within a further 30 days.

4. Your rights

You can access, correct, export or erase your account data, object to or restrict processing, and complain to the Information Commissioner's Office (UK) or your local supervisory authority (EU). Write to hello@growstall.com; we answer within one month.

5. Marketplace data we process for you

When you connect a marketplace, Growstall reads, on a schedule, the customer conversations and the orders in your seller account, and stores the parts the product shows:

• Conversations: message text, sender name and type, attachment names, dates, and the category we assign.
• Orders: order number, status, date, items, carrier, refund flag, and the customer's name, city, country and postcode.
• Attachments: files on Mirakl conversations are fetched from the marketplace when you open them and not kept. Files that arrive by e-mail (Amazon and OTTO channels) and carrier proof-of-delivery documents are stored in a private bucket in London for as long as the conversation is kept, then deleted with it.
• Not stored: customer email addresses, phone numbers, street addresses and payment details.

AI assistance. With your settings on, message text is sent to two providers: TypeSafe (System One) returns a typed judgement — the issue category, what a complaint is about, how it ended, the reason for a return — and Google's Gemini API translates, localises an acknowledgement, drafts a reply and summarises a complaint. Switching classification or drafts off under Settings → Automation stops the calls at once; what was already derived stays with the conversation. Before any text leaves our servers, email addresses, phone numbers, postcodes, street lines and known customer names are replaced with placeholders. Order context sent with a draft is limited to status, carrier and item names. You can switch each of these features off; the inbox and the SLA clock do not depend on them.

Retention. Conversations, orders and automation logs are deleted automatically once they are older than your workspace's retention window (default 365 days, adjustable between 30 and 1095 under Settings → Data & privacy). Disconnecting a marketplace deletes everything imported from it immediately.

Sending. Growstall only sends a message to a customer when you write one, or when you have switched on out-of-hours acknowledgements and a message meets every rule you configured. Each send is recorded on the conversation.

6. Where data lives and who else touches it

The database, the file storage and the application run in London, United Kingdom. Google and TypeSafe process redacted text for AI features in the United States; Stripe handles payments; Resend (EU region) and Postmark carry e-mail; Ship24 looks up parcel tracking; Telegram delivers alerts when you connect a bot. Transfers outside the UK rely on the providers' data processing terms, the standard contractual clauses and the UK International Data Transfer Addendum. The full list, with locations and purposes, is on the sub-processors page; we give 30 days' notice before adding one.

7. Prospective customers

To find sellers who might want Growstall we keep a list of businesses trading on public marketplaces, built from the seller details those marketplaces publish (legal name, VAT and company numbers, registered address, website, a general contact address). This is business data about companies; where it includes a named person we rely on our legitimate interest in reaching businesses that may need the service (article 6(1)(f)) and we do not profile anyone. We write to a business at most a few times, honour every request to stop, and delete entries that have not led to a conversation within 12 months. Write to hello@growstall.com to see or remove what we hold.

8. Security

Encryption in transit (TLS) and at rest, encrypted marketplace keys, row-level access control so one workspace can never read another, no shared or default credentials, least-privilege service accounts, and automated deletion. If a breach affects your data we tell you without undue delay and no later than 48 hours after we confirm it, with what we know and what we are doing.

9. Changes and contact

We will email account holders before a material change takes effect. Questions and requests: hello@growstall.com.