UpChannels Privacy Policy

UpChannels (“we," “us,” or “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, share, and secure personal information when you interact with our software-as-a-service platform, websites, and communications (collectively, the “Services”).

1. Information We Collect

We collect information directly from you when you create an account, submit forms, or communicate with us, including name, phone number, email, company, job title, and billing details. We also collect information about your use of the Services, such as device identifiers, usage logs, and content you upload (Customer Data).

When you enable SMS, email, or marketing features, you may upload or import customer contact lists. You are responsible for ensuring these contacts have provided the necessary consent under applicable laws.

2. How We Use Information

We use personal information to:

• Provide, maintain, and improve the Services;
• Process orders, payments, and renewals;
• Send transactional notices, service alerts, and support messages;
• Deliver SMS campaigns and marketing messages on your behalf when authorized;
• Conduct analytics, research, and product development;
• Detect fraud, enforce our Terms of Service, and comply with legal obligations;
• Communicate promotional offers or product updates (you can opt out at any time).

3. Legal Basis for Processing

Where required, we process personal information based on your consent, to perform a contract, to comply with legal obligations, or for legitimate business interests such as securing our Services or improving functionality.

4. Sharing Information

We do not sell personal information. We may share information with trusted service providers who help deliver the Services (e.g., Twilio, Airtable, payment processors, analytics). We require all vendors to protect data and use it only for agreed-upon purposes. We may also disclose information if required by law or to protect the rights and safety of UpChannels, our users, or others.

5. Customer Data

Customer Data belongs to you. We process it only according to your instructions to operate the Services. You are responsible for obtaining consents from your customers and honoring opt-out requests. When you delete customer records, we remove them from active systems within a reasonable timeframe, subject to backup retention and legal obligations.

6. AI Features

UpChannels' own AI features, such as the setup chat and the Ask AI panel in the app, send what you or your team type, and the store information needed to answer, to an AI model provider (OpenAI or Anthropic, through Vercel) to write the reply. We keep a copy of the text of these conversations to help us improve UpChannels. Before it is saved, we hide the card numbers, passwords and access keys we can recognize. Only UpChannels staff can read this copy, and we delete it after 12 months.

A small share of in-app reminders is held back at random so we can tell whether they help; see Settings → AI.

The Ask AI assistant on our website and in our help center is provided by Noupe (by Jotform). What you type there goes to Noupe and is handled under Noupe's privacy policy, not as described above.

7. SMS & Email Communications

If you use our messaging tools, you must comply with all telephone, anti-spam, and privacy laws (including TCPA, CAN-SPAM, GDPR, and CCPA). Each message must identify the sender, provide required disclosures, and include clear opt-out instructions. We respect STOP and unsubscribe keywords by preventing further messages to the recipient unless they opt back in.

8. Cookies and Tracking

We use cookies and similar technologies to remember preferences, understand how the Services are used (including through analytics providers such as Google Analytics and PostHog), and personalize experiences. You can adjust browser settings to disable cookies, but this may affect functionality.

9. Advertising and Remarketing

We use advertising platforms such as Google Ads and Meta (Facebook and Instagram) to promote the Services, including conversion tracking and remarketing. These platforms and their partners set cookies and use similar technologies (such as the Google tag and the Meta Pixel) to measure how you reached our websites — for example, whether you arrived by clicking one of our ads — and may show you our ads on other websites and apps based on your prior visits to our sites. We do not use these technologies to sell personal information.

You can opt out of personalized advertising from Google in Google’s Ads Settings, from Meta in your Facebook ad preferences, or from many advertising networks at once through the Network Advertising Initiative opt-out page. To learn how Google uses information from sites that use its services, see Google’s explanation. You can also block or delete cookies in your browser settings, as described in Section 8.

10. The UpChannels Phone App

The UpChannels app for iPhone and Android is for a store’s owner, managers and staff. It signs in with the same UpChannels login as the website, and the store’s owner decides which screens each person’s app shows. There is no sign-up in the app. When you use it, we collect and use the following, only to run the app and the Services:

• Your login. Your email address and account ID, to sign you in. The sign-in screen runs Cloudflare Turnstile to check that a person, not a program, is signing in. Your session is kept on your phone, locked with a key held in the phone’s own secure storage (Keychain on iPhone, Keystore on Android).
• Location, only at the moment of a tap, and only when your store asks for it. If your store turns this on, the app records where the phone is when you clock in or out, when you tap En route or Arrived on a delivery stop and save its proof of delivery, and when you start a job’s timer on arrival. The app never tracks your location in the background or between those taps.
• Camera and photos. The camera reads barcodes on your phone; only the code it reads is sent. Photos you take or pick (for a text to a customer, a job, a delivery’s proof, a damage report, a product’s status, a packing slip, a complaint or an expense’s receipt) are uploaded to your store’s records. The app records no video or sound.
• Notifications. If you allow notifications, the app sends us your phone’s notification token, its name and model, and the app version, so your phones get your store’s notifications. Notifications are delivered through Expo’s push service and Apple or Google.
• What you enter. Notes, signatures on a proof of delivery, the details of a walk-in or a complaint, texts to customers, and the words you search for. These become part of your store’s Customer Data (Section 5). Search words travel to our servers in the request and can appear in our server logs.
• A copy for when there is no signal. The screens you opened recently, your phone settings and any changes not yet sent are kept on your phone, locked with the same key, so the app works without a connection. They are deleted when you sign out, and a copy older than a week is never shown.
• Crash reports. When the app crashes, it sends a report to Sentry: what went wrong, the phone’s model and operating system, a random ID for this install, and the web addresses the app called (without what was searched or sent). The app also times a sample of its own actions to find slow screens. Your name and login are not attached.
• Usage analytics. The app tells PostHog when it is opened, comes back to the screen or goes to the background, with your role (Owner, Manager or Staff) and a random ID for this install; PostHog estimates a rough location from the internet address. If you are a store owner, your answers to the in-app survey go to PostHog too. Your name and login are not attached, and the app records no screens or taps.

The app shows no ads, does not track you across other companies’ apps or websites, and we do not sell what it collects.

Deleting your login. In the app, open More, then Account, then Delete my login. Or go to app.upchannels.com/delete-login and sign in. We delete your login and its personal details within 30 days and email you when it is done. Your store keeps the business records the law requires it to keep, such as time entries for payroll, sales and receipts. If you are the store’s owner, we contact you first, because your store’s account depends on your login.

11. Data Retention

We retain personal information for as long as needed to provide the Services and to satisfy legal or contractual obligations. We anonymize or delete data when it is no longer required.

12. Security

We implement administrative, technical, and physical safeguards designed to protect personal information against loss, misuse, or unauthorized access. No system is perfectly secure, so we encourage you to use strong passwords and protect your account credentials.

13. International Transfers

UpChannels operates from the United States. If you access the Services from other regions, you consent to transferring and processing your information in the U.S., where data protection laws may differ from those in your jurisdiction.

14. Your Rights

Depending on your location, you may have rights to access, correct, delete, or restrict the processing of personal information. You can exercise these rights by contacting team@upchannels.com. To delete your UpChannels login, see Section 10.

California residents can request information about disclosures to third parties for marketing purposes and have the right to opt out of certain sharing practices.

15. Children’s Privacy

The Services are not directed to children under 13 and we do not knowingly collect information from them. If we become aware of such data, we will delete it.

16. Changes to This Policy

We may update this Privacy Policy periodically. Material changes will be posted on this page with an updated “Last updated” date. We encourage you to review the Policy regularly.

17. Contact Us

For questions or concerns about this Privacy Policy, contact us at team@upchannels.com or mail us at Micro Cube Innovation Inc. (DBA UpChannels), 10080 N Wolfe Rd SW3 200, Cupertino, CA 95014.