Legal

Privacy Policy

Last updated: March 2026

Support Fabric operates a done-for-you AI customer support service for e-commerce store owners. This privacy policy explains what information we collect, how we use it, and your rights around it. We've written it in plain English because you deserve to actually understand it.

If you have any questions or want to exercise any of the rights described below, email us at hello@supportfabric.co.

What information we collect

When you book a demo call through our website, we collect your name, email address, and the URL of your store. This is the information you enter when scheduling through Calendly.

If you become a client, we also collect information about your store (products, policies, order data) that is necessary to build and operate your AI support system. This is provided by you during onboarding, or accessed via integrations you authorise with your Shopify or WooCommerce store.

We do not collect payment card details. Billing is handled through third-party payment processors who have their own privacy policies.

How we use your information

We use your contact information (name, email, store URL) to get in touch with you about the service, follow up after your demo call, and, if you become a client, to set up and maintain your support system.

We use your store information solely to build, train, and update the AI support system we operate on your behalf. We do not use your store data for any other purpose.

We do not send marketing emails to people who have not explicitly opted in. If you booked a demo and we followed up, that is a service communication, not marketing.

Third-party services

We use a small number of third-party services to operate the business:

• Calendly handles demo scheduling. When you book a call, your name and email are stored in Calendly. Their privacy policy is available at calendly.com/privacy.
• Vercel Analytics collects anonymised page-view data to help us understand how the website is being used. No personally identifiable information is collected. Vercel's privacy policy is at vercel.com/legal/privacy-policy.

We do not sell, rent, or share your personal information with any third parties for their own marketing purposes.

Data storage and security

Your data is stored on secure cloud infrastructure. We take reasonable technical and organisational measures to protect it against unauthorised access, loss, or disclosure.

We retain your data for as long as your account is active, or as needed to provide our service. If you stop being a client, we will delete or anonymise your data within 90 days unless we are required to keep it for legal or financial record-keeping purposes.

Cookies

Our website uses a minimal set of cookies. Essential cookies are required for the site to function. We also use Vercel Analytics, which uses anonymised, cookieless tracking by default. We do not use advertising or tracking cookies.

Your rights

You have the right to request access to the personal data we hold about you, ask us to correct inaccurate data, or request that we delete your data. To make any of these requests, email us at hello@supportfabric.co and we will respond within 30 days.

Changes to this policy

We may update this policy from time to time. When we do, we will update the date at the top of the page. If the changes are significant, we will let active clients know by email. Continuing to use our service after a policy update means you accept the revised terms.

Contact us

For any privacy-related questions or requests, email us at hello@supportfabric.co. We are happy to help.