Privacy Policy

Who we are and what this policy covers

Open Motives is operated by [Company legal name: not set (LEGAL_COMPANY_NAME)], [Registered address: not set (LEGAL_COMPANY_ADDRESS)] ("we", "us"). You can reach us about privacy at [Contact email: not set (LEGAL_CONTACT_EMAIL)].

We handle personal data in two different roles:

• As a controller for data about the people who use Open Motives: account holders, team members and clients who sign in, people we email, and visitors to our own sign-in and help pages. This policy explains that processing.
• As a processor for the data our customers put into Open Motives or let it collect: their posts, the messages and comments their own customers send them, their contacts, their website chat visitors and so on. Our customer (the business or agency using Open Motives) decides why and how that data is used and is responsible for telling those people about it. We process it only on their instructions, under our Data Processing Addendum. If you messaged a business that uses Open Motives and want to know what it holds about you, please ask that business.

If you reached Open Motives through an agency's own brand or web address (white-label), the agency is the business you deal with: its privacy notice covers how it uses your data, and we act as its processor.

Data about you as a user

Account and profile

• name, email address, profile photo, password (stored only as a one-way hash), the time zone and theme you choose;
• if you sign in with Google: your Google account id and the name and email Google shares with us;
• two-factor sign-in: your authenticator secret and recovery codes, stored encrypted;
• what you tell us at sign-up: company name, website, team size, your role, what kind of business you are, which channels you use, your country and time zone, whether you want product news, and when you accepted which version of our Terms.

Security and sessions

• your signed-in devices: browser and operating system, IP address, when you signed in and were last active (so you can see and sign out devices under Settings → Signed-in devices);
• a record of devices and networks you signed in from before, kept as a one-way fingerprint, so we only email you about sign-ins from new ones;
• the activity log of your organization (who did what and when), sign-in attempts, rate-limit counters and security events.

Using the Service

• your organizations, workspaces, roles and permissions; what you create and do in the app (posts, comments, approvals, ideas, replies, notes, workflows, reports, settings);
• notification settings and the notifications we send you, including push notifications if you turn them on;
• AI usage records (which feature, how much, cost) for billing and limits.

Billing

• plan, subscription status, invoices and payments for each workspace, the billing contact and address. Card details are collected and held by the payment provider (Stripe, Lemon Squeezy or Paddle), not by us.

Communication

• emails we send you and whether they bounced or were marked as spam (reported by our email provider), your unsubscribe choices, and what you write to support.

Data we process for our customers

When a business uses Open Motives, we store and process for it:

• Connected accounts: access tokens for the social and messaging accounts it connects (encrypted with AES-256-GCM), account names and ids.
• Posts and media: captions, images, videos, comments, schedules, approvals and the analytics the platforms return for them.
• Inbox: messages, comments, mentions, reviews and replies from Facebook, Instagram, Messenger, WhatsApp, Telegram, X, LinkedIn, YouTube, TikTok, Google Business Profile, email inboxes, SMS (through the customer's own Twilio account) and the website chat widget, with the sender's name, handle or number, attachments and timestamps.
• Contacts: names, phone numbers, email addresses, social handles, tags, notes, custom fields, conversation history, consent and opt-out records, and data from stores (such as Shopify) or ad lead forms the business connects.
• Website chat visitors: the messages and files a visitor sends, the name and email they choose to give, the page they were on, and a one-way hash of their IP address for abuse limits. The widget stores a visitor token in the browser's local storage on the business's website; it sets no cookies.
• AI: the knowledge the business gives its AI Employees, AI conversation memory, drafts, summaries, insights and the record of actions AI agents took or asked approval for.
• Workflows, reports and links: workflow runs and their data, scheduled reports and their recipients, short links and link-in-bio pages with daily click counts (a visitor's IP address is held only briefly in memory to ignore repeated clicks, never stored with the counts).

Our customers decide what goes in, how long it is kept (see "How long we keep data") and who can see it.

Why we use your data and on what legal basis

We don't sell personal data, we don't use it for advertising, and we don't make decisions with legal or similarly significant effects about you by automated means alone.

AI processing

When you or your organization use AI features, the text the request needs (for example a conversation, a post draft, contact fields an AI Employee may read, the knowledge you added) is sent to the AI model provider configured for it. With the AI credits included in a plan, that is a provider we chose (see subprocessors). With your organization's own key, it is the provider you chose, under your agreement with it. AI web search sends search queries with email addresses, phone numbers and card numbers removed. We do not use your data to train AI models. [Owner: confirm each provider in use does not train on API data, and the data retention it applies.]

Google user data

When you connect a Google account (for example YouTube, Google Business Profile, Gmail or Google Sheets), Open Motives's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. We use Google data only to provide the features you use it for (publishing, reading replies and reviews, your email inbox, workflow steps), we don't use it for advertising, and people at our company don't read it except with your permission, for security or where the law requires.

YouTube features use YouTube API Services: see the YouTube Terms of Service and the Google Privacy Policy. You can remove Open Motives's access to your Google account at any time on Google's security settings page, as well as by disconnecting the account in Open Motives.

Data from Meta and other platforms

Data from Facebook, Instagram, WhatsApp, Threads and other platforms is used only to provide the features the customer connected them for, as those platforms' terms require. You can disconnect an account at any time; see how to delete your data.

Who we share data with

• Subprocessors that help us run the Service (hosting, backups, email delivery, payments, error monitoring, AI models, web search): the current list, what each does and where, is on our subprocessors page. They may use the data only to provide their service to us.
• Connected platforms, when you or your organization ask the Service to publish, reply, sync or read data there.
• Your organization: members of your organization see what their roles allow, including your name, email address and what you did. If an agency invited you as a client, the agency's team sees what you do in its client portal.
• Our support team, when you ask for help. If they sign in as you ("support access"), you get an email, it is recorded in your organization's activity log, and organization owners can switch it off.
• Authorities, when the law requires it, and a buyer of our business under the same protections if the business is sold.

International transfers

Our providers may process data outside your country, for example in the United States. Where data leaves the EU, EEA, UK or Switzerland, we rely on adequacy decisions or the European Commission's Standard Contractual Clauses (and the UK addendum) with our providers. [Owner / lawyer: confirm the mechanism for each provider and where the Service is hosted.]

How long we keep data

Account data is kept while your account exists. When you delete your account (Settings → Your data → Delete), it is closed after a 7-day waiting period and your account and personal data are deleted 60 days after that, unless you restore it before then; while it is closed nobody can use it and we keep the data only so that you can restore it (details in How to delete your data). Organizations where you were the only member are deleted with it, and in organizations you leave, content you created stays with the organization without your name. A deleted organization is removed after a 14-day grace period in which its owners can cancel the deletion.

Customer data. By default, Open Motives keeps your organization's conversations, contacts, media files, workflow history and AI usage records for as long as your account exists. Organization owners and admins can choose shorter periods under Organization → Data retention: inbox conversations for 3 months to 3 years, unused media files for 6 months to 2 years, inactive contacts for 6 months to 3 years, workflow run history for 7 or 14 days, and AI usage details for 3 months to 2 years. A daily job then permanently deletes data older than the chosen period, including attachments. To honour unsubscribe requests, we keep a minimal record (phone number, email address, channel identifiers and consent history) of contacts who opted out. We always keep the current and previous month's conversations and AI usage, because they are needed for billing and usage statements; for older months we keep only monthly totals. Billing records and the security activity log follow their own retention periods. Deleted data can't be recovered from the app; it disappears from our encrypted backups as those backups expire.

Other periods: workflow run details are deleted after 30 days; the activity log is kept for 365 days unless the organization chooses another period; records of bounced and complained emails for 90 days; a sign-in session lasts at most 14 days; billing records as long as tax law requires; encrypted backups for [backup rotation: owner to fill] days.

Your rights

Depending on where you live, you can ask to access, correct, delete, restrict or port your personal data, object to processing based on legitimate interests, and withdraw consent at any time. Much of this you can do yourself:

• Download your data: Settings → Your data → Export gives you a file with your profile, sign-in methods, memberships, settings and what you created.
• Delete your account: Settings → Your data → Delete.
• Correct your details: Settings → Profile.
• Stop marketing emails: the unsubscribe link in any tips email.

For anything else write to [Contact email: not set (LEGAL_CONTACT_EMAIL)]. We answer within one month. If our customer is the controller of the data (for example you are their customer or website visitor), we will pass your request on to them and help them answer it: their teams can export and erase a contact's data from the contact's page. You can also complain to your data protection authority.

Security

We protect data with encryption in transit (HTTPS) and encryption at rest for platform access tokens, AI provider keys and two-factor secrets, hashed passwords, two-factor sign-in, session controls, role-based permissions, tenant isolation in the database, audited support access, rate limits and abuse protections, encrypted off-site backups and monitoring. No system is perfectly secure; if a breach affects your personal data we will tell you and the authorities as the law requires.

Cookies

We use only the cookies needed to sign you in, keep your session secure and recognise devices you've used before. We use no advertising or third-party analytics cookies. See the Cookie Policy.

Children

Open Motives is for businesses. It is not meant for anyone under 18, and we don't knowingly collect data about children. Our customers must not use it to target children in ways the law doesn't allow.

Changes to this policy

We may update this policy. The effective date is shown at the top. If a change matters, we will tell you in the app or by email before it takes effect.

Contact

[Company legal name: not set (LEGAL_COMPANY_NAME)], [Registered address: not set (LEGAL_COMPANY_ADDRESS)]. Email: [Contact email: not set (LEGAL_CONTACT_EMAIL)].