Privacy Policy

1. Who we are and what this policy covers

Retily is operated by FORMATILY FZCO, Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates (“Retily”, “we”, “us”). For privacy requests and questions, write to support@retily.com.

This policy explains how Retily handles personal data on this website (retily.com) and in the Retily application (app.retily.com). Retily is customer-support software: businesses use it to handle their customers' emails, live chats, tickets, files and knowledge, with AI assistance.

2. Our two roles

We are the controller of the data we need to run our business: your account and your team members' login details, billing, security logs, visitors to retily.com (including people who use our own support chat on it), and the /try demo.

For the conversations, contacts, files and knowledge that a business handles in Retily about its own customers, that business is the controller. We process that data for it, as its processor, under our Data Processing Agreement at retily.com/dpa, which is part of our Terms of Service.

If you chatted with, emailed or filled in a form for one of our customers, please contact that business first: it decides how your data is used, and we will help it answer you. If you write to us instead, we will pass your request to that business.

3. Data we collect

Account and workspace data: your name, email address and password (stored only as a secure hash), the workspace's name and settings, and the roles and permissions of its team members.

Billing data: the plan, its invoices and payments, the billing address and tax ID. Card details are entered in Stripe's own form, and we never see full card numbers. If a workspace uses the $1 first month, we keep a one-way hash of the Owner's email address and Stripe's fingerprint of the paying card, so that the offer is used once per person and once per card. The hash cannot be turned back into the address.

Support content, processed for a workspace: emails, chat messages, tickets, contact details of its customers, files and attachments, voice messages, knowledge, internal notes, tasks, team messages and satisfaction ratings. For visitors who use a workspace's chat widget, it also stores the IP address, the page and the browser, and, for visitors before October 29, 2026, the country that was found from the IP address.

Security and technical data: server logs (IP address, time and request), device and browser information, and delivery and error events.

4. Why we use data, and on what legal basis

Where laws such as the GDPR apply, each use of the data we control rests on one of these legal bases:

Your account and workspace: to create and run them, sign you in, and send you emails about your own account. Basis: our contract with you.

Billing: to charge for plans, seats and top-ups, issue invoices and calculate tax. Basis: our contract with you. Keeping billing records: our legal obligations under tax and accounting law.

Security logs and bot checks: to protect the service, prevent abuse and investigate faults. Basis: our legitimate interest in keeping Retily and its users secure.

Website visitors and our support chat: to keep the chat connected and answer you when you write to us. Basis: our legitimate interest in answering the people who contact us.

Sign-up: to continue a sign-up where you started it and know which page or campaign brought you (rt_vid, section 9). Basis: our legitimate interest in running and understanding our sign-up.

The /try demo: to build and run the demo agent you asked for. Basis: our legitimate interest in showing what Retily does, at your request.

The phone agent waitlist and push notifications: to tell you when the phone agent is ready, and to notify you on your device. Basis: your consent, which you can withdraw at any time (write to support@retily.com, or turn notifications off).

Requests from authorities and legal claims: where the law requires it, or to establish or defend legal claims. Basis: our legal obligations, or our legitimate interests.

The data we process for a workspace is used only on that workspace's instructions, under the Data Processing Agreement, and never for our own purposes.

If you reply to an email we send about your own Retily account (for example a sign-up confirmation, a password reset, a credits or billing notice, or the emails about your first week), your reply reaches the Retily team and is handled like a message to support@retily.com. Notifications about your workspace's tickets and chats are sent from a no-reply address: a reply to one is not delivered to anyone.

Email preferences: emails about your account, its security, billing, and service or legal notices are always sent. Product news, tips, offers and feedback requests go to existing customers until they unsubscribe, and to anyone else only if they opt in (basis: our legitimate interest, or your consent). Each of them has a link to unsubscribe or manage your emails without signing in, and account holders can also choose in their Profile: https://app.retily.com/dashboard/profile#emails.

We do not sell personal data, and we do not use it for advertising.

5. AI processing

Retily's AI answers a workspace's customers from its knowledge, and helps its team draft, translate and summarise. To do this, the relevant conversation and knowledge passages are sent to the AI providers listed in section 7.

No AI training. We do not use any data in Retily, ours or our customers', to train AI models. Our AI providers do not train their models on it either: Anthropic, OpenAI and Google may not do so under their terms, Groq does not keep the content of our requests, and we use ElevenLabs with its training opt-out switched on.

No automated decisions about you. Retily's AI answers questions and drafts replies. It does not make decisions about anyone that have legal or similarly significant effects.

The chat widget tells visitors when they are talking to an AI assistant, and a person on the workspace's team can take over a conversation.

6. Reading a website

The agent builder at retily.com/try reads the public pages of a website address you enter, so that the demo agent can answer questions about that business. A signed-in workspace can also scan its own website from the app, to add its pages to its knowledge. Both run because a person asked, about an address they typed; neither is a background crawler. What our crawler is, what it reads, and how to block it are documented at retily.com/bot.

We read those pages with our own crawler, which reads the site's robots.txt first and respects it. When a site refuses our crawler, we stop: we do not retry through another service, and we fetch nothing more from that site in that scan.

For a page that loaded normally but builds its text in the browser, we may have that one page rendered once in a browser by Scrapfly, a web scraping provider (section 7). What passes through it is the address and content of a public web page that robots.txt allows us to read, not your account details and not your customers' support data. We never send it a page from a site that refused us. If you would prefer that no scraping provider is involved, you can build an agent by adding your content directly instead.

8. International transfers

FORMATILY FZCO is based in the United Arab Emirates. Retily's database runs on OVH servers in France, and since October 22, 2026 its files are stored in Cloudflare R2's European Union jurisdiction. Some providers in section 7 are in the United States or process data elsewhere, and the list gives the location of each.

Where EU, UK or Swiss law protects personal data that is transferred to a country without an adequacy decision, we rely on the safeguard shown for each provider in section 7: the EU Standard Contractual Clauses, or the EU-US Data Privacy Framework where the provider is certified under it. For the data we process for a workspace, our Data Processing Agreement at retily.com/dpa includes the Standard Contractual Clauses.

9. Cookies and browser storage

retily.com and app.retily.com load no analytics, advertising or tracking scripts, and no third-party cookies. These are the cookies and the browser storage they use:

• __Secure-authjs.session-token (app.retily.com): keeps you signed in. 30 days, renewed while you use the app.
• __Host-authjs.csrf-token (app.retily.com): protects signing in from forged requests. Until you close your browser.
• __Secure-authjs.callback-url (app.retily.com): takes you back to the page you asked for after you sign in. Until you close your browser.
• rt_su (app.retily.com): a sign-up in progress, until its email address is confirmed. 24 hours.
• rt_vid (retily.com and app.retily.com): this browser's way into sign-up: where you came from and the agent or plan you picked, so that the sign-up continues where you started it. 180 days, renewed on each visit.
• rt_lang (retily.com and app.retily.com): the language you chose in a language menu. 1 year.
• retily_widget_session (set by app.retily.com, on retily.com and on the websites of workspaces that use the chat widget): keeps a visitor's chat connected. 7 days from the visitor's last page load.
• __stripe_mid and __stripe_sid (app.retily.com, set by Stripe on the billing and payment pages): fraud prevention. 1 year and 30 minutes.
• Local storage of the chat widget (on retily.com and on the websites of workspaces that use it): the chat's visitor and conversation IDs, the name and email address you typed in the chat, if you did, so that the next form is filled in, your language choice, and whether you have seen the chat's privacy notice. Kept until you clear your browser's data.
• Local storage of the /try demo (retily.com/try): the demo agent you built (its key and the website address), so that a refresh brings you back to it. Kept until you clear your browser's data.

Cloudflare Turnstile runs on sign-up, on the /try demo and on contact forms, to keep automated abuse out. It reads your IP address and browser signals.

The phone agent waitlist on the pricing and features pages: if you join it, we keep your email address, the time you joined and your IP address. The IP address is there to keep out automated sign-ups and is deleted 30 days after you join. We use your email address only to tell you when the phone agent is ready.

10. How long we keep data

Accounts: for as long as the account exists. When a workspace is deleted, its accounts, content and files are deleted with it, and we keep a record that it was deleted, with its billing contact, among our billing records.

Billing records: for as long as tax and accounting law requires.

Abandoned sign-ups: a sign-up whose email address is never confirmed and that never pays is deleted after 7 days, by a daily cleanup, after one reminder.

The /try demo: a demo agent that is not saved to an account is deleted 7 days after it was built, by a daily cleanup.

The $1 first month record (section 3): kept after the workspace is deleted, so that the offer stays once per person and once per card.

Support content: for as long as the workspace keeps it, and as our Data Processing Agreement at retily.com/dpa sets out when a subscription ends.

Logs and service records are deleted on a fixed schedule: records of how the AI answered, and error details, after 30 days; records of anonymous website visitors who never contacted anyone, 30 days after their last visit; undelivered emails, notifications and AI error logs after 90 days; the workspace audit log after 12 months, except the entries recording that a person's data request was answered, which are kept for 3 years. Server logs are kept for 14 days. The IP address stored with a phone waitlist sign-up is deleted after 30 days.

Backups: we take database snapshots before maintenance, and encrypted off-site backups every night. Both are deleted automatically within 30 days of being taken. Deleted data ages out of a backup when that backup expires: backups are written in a form that cannot be edited afterwards. Nothing is restored from a backup into normal operation except to recover from a failure, and deletions that had already taken effect are applied again afterwards.

11. Security

Data is encrypted in transit between your browser and Retily, and between Retily and the providers in section 7. Files are encrypted where Cloudflare stores them, and our backups are encrypted before they leave our server. Access inside a workspace is governed by roles and permissions, and workspaces are kept apart from one another. Files are reached only through signed links that expire. The full list of our technical and organisational measures is Annex 2 of our Data Processing Agreement at retily.com/dpa. No system is perfectly secure; if a breach affects your personal data, we will notify you as the law requires.

12. Your rights

Depending on where you live, you have the right to access your personal data, to correct it, to have it deleted, to restrict or object to its processing, to receive it in a portable format, and to withdraw a consent you gave, at any time and without affecting what was done before. To use any of these rights, write to support@retily.com.

You also have the right to complain to a data protection supervisory authority, in particular where you live or work, or where you think an infringement took place.

For data a business handles in Retily about its own customers, that business decides (section 2): we will pass your request to it and help it answer.

13. Children

Retily is for businesses and is not directed at anyone under 16. We do not knowingly collect personal data from anyone under 16 for our own purposes.

14. Changes to this policy

We may update this policy as the service and the law change. Material changes will be announced on this site or by email before they take effect, and the date above is updated each time.

15. Contact

Privacy questions and requests can be sent to support@retily.com, or by post to FORMATILY FZCO, Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates.