Privacy Policy

Who we are

This Privacy Policy describes how MyFrame (“we”, “us”, “our”) collects, uses, stores, and shares personal information when you use our official website, online store, mobile applications, web tools, customer support channels, marketing communications, and connected MyFrame hardware products that work with those services (together, the “Services”).

MyFrame builds connected family photo frame products and companion software. Our approach is straightforward: family photos and household context deserve intentional protection, not repurposing for unrelated advertising. We collect what we reasonably need to run the Services, deliver orders, keep devices working reliably, and respond when you ask for help.

If you do not agree with this policy, please discontinue use of the Services. Continued use after we post updates means you accept the revised policy where permitted by law.

Scope and roles

Depending on your relationship with us, we may act as a controller or processor of personal information:

• Website visitors and customers: we generally act as a controller for account, checkout, support, and marketing data you provide to us.
• Family photo content: we process photos and album content you choose to upload or send through the product so that invited family members and the authorized frame can receive them. Access is governed by account settings and invitations.
• Organizations: if you use MyFrame on behalf of a household, school, company, or other entity, you confirm you are authorized to share the relevant information.

Information we collect

We collect information in three main ways: you provide it, it is collected automatically when you use the Services, and we receive it from partners where needed to complete a transaction or delivery.

Account, contact, and identity

• Name, email address, phone number, billing and shipping addresses, country or region, time zone, language preference, and similar contact fields you submit at checkout, in your profile, or in support messages.
• Login identifiers such as email, device tokens, or session identifiers needed to keep you signed in securely across sessions where that feature exists.

Orders, payments, and logistics

• Order details such as products purchased, quantities, currency, taxes where displayed, discounts, shipping method selection, and gift messages you choose to include.
• Payment information: card and wallet transactions are handled by payment providers (for example Stripe or PayPal). We do not store full payment card numbers on our servers. We may receive limited payment metadata such as last four digits, brand, expiry where shown by the provider, payment status, and transaction references needed for reconciliation and support.
• Delivery partners receive the information required to ship your package (for example recipient name, phone where required by courier rules, and address).

Device, app, and product telemetry

• Frame and app identifiers needed for pairing, account linkage, software updates, diagnostics, and preventing abuse.
• Connectivity-related signals such as Wi-Fi connection status summaries, firmware or app version, error codes, crash or performance logs where you have enabled diagnostic collection or where needed for security.
• Basic technical data such as device type, operating system version, app build, screen size class, and localization settings used to render the interface correctly.

Photos, albums, and household content

• Images, captions, albums, playlists, invites, and related metadata you choose to send through the Services for display on a frame or for storage in a family account.
• Permissions relationships, such as which accounts are allowed to send or manage content for a given frame, based on product capabilities available in your app version.

Website usage, cookies, and similar technologies

• Pages viewed, approximate referral source, session duration estimates, language and currency preferences, and security-related events (for example repeated failed logins) where logged.
• Cookies, local storage, or similar technologies that keep your session stable, remember preferences, power shopping cart flows, or measure basic site performance. You can control many cookies through browser settings; required cookies may still be needed for checkout security.

Support and communications

• Emails, chat transcripts where used, contact form content, troubleshooting screenshots or files you attach voluntarily, order references, and internal notes created to resolve your case.
• Marketing preferences and subscription status where applicable.

Approximate location

We may derive approximate location (for example country or city level) from IP address or network information to localize pricing, language, estimated shipping options, fraud screening, or compliance workflows. We do not aim to provide continuous location tracking as a product feature.

Legal bases (where applicable)

If laws such as the GDPR apply, we rely on one or more of the following bases:

• Contract: processing needed to create your account, take payment, ship products, or provide the features you requested.
• Legitimate interests: securing the Services, improving reliability, understanding aggregate usage, preventing fraud, and communicating important non-marketing notices—balanced against your rights.
• Consent: where we explicitly ask, for example optional marketing emails or optional analytics beyond essentials.
• Legal obligation: tax, accounting, regulatory requests, or lawful court orders.

How we use information

We use personal information to:

• Provide, operate, and improve the Services, including pairing, synchronization, album management, display on hardware, and account recovery workflows where available.
• Process payments, prevent fraud, validate promotions, issue refunds when eligible, and maintain accurate ledgers.
• Fulfill shipments, provide tracking communications when available, and coordinate returns or warranty workflows consistent with our policies.
• Provide customer support, respond to legal requests, enforce our Terms of Service, and protect users from abuse or security threats.
• Send operational messages about purchases, delivery, security, outages, policy updates, or product safety when necessary, even if you opted out of marketing.
• Send optional marketing only where permitted and with workable opt-out.
• Conduct internal analytics in aggregated or de-identified form where possible to understand feature performance and stability.

Family photos and private sharing

MyFrame is designed for private family sharing. We do not sell your family photos. We do not use your family photos to train generalized advertising models. Access to content is intended to follow account controls and invitation rules in the product experience.

You should upload and share only content that you have the rights and consent to share. If you invite another person to collaborate, they may be able to view, contribute, or manage content depending on the permissions granted by the product.

If you believe content was posted without authorization, contact us with details so we can review under applicable law and our policies.

How we share information

We share personal information only as needed with:

• Service providers under contracts that limit use to providing services to us (for example hosting, email delivery, customer support tooling, payment processing, fraud tools, analytics, and security monitoring).
• Shipping and logistics partners to deliver physical goods.
• Professional advisors such as lawyers or accountants under confidentiality obligations.
• Authorities when we believe disclosure is required by law, regulation, subpoena, or to protect rights, safety, or the integrity of the Services.
• Business transfers such as a merger, acquisition, financing, or asset sale, where personal information may transfer as part of the transaction, subject to applicable notices.

Payment providers process payment data under their own privacy notices. We encourage you to read Stripe or PayPal policies when you choose those methods.

International transfers

MyFrame operates internationally with a base in Hong Kong SAR. Your information may be processed in Hong Kong and in other countries where we or our providers maintain facilities. When we transfer personal information across borders, we take steps we consider reasonable for that transfer path, including contractual safeguards where appropriate.

Retention

We keep personal information only as long as needed for the purposes above and as required by law:

• Account and product usage data: retained while your account is active and for a reasonable period thereafter for recovery, disputes, or security.
• Orders: transactional records may be kept longer for tax, accounting, and regulatory reasons.
• Support tickets: retained to reference prior issues and training of support quality, unless deletion is requested earlier and permitted.
• Family content: retained until you delete it, delete your account where that feature exists, or until retention policies communicated in the product apply.

When deletion is performed, residual copies may persist for a limited time in encrypted backups until those backups expire.

Security

We implement technical and organizational measures designed to protect personal information against unauthorized access, loss, or alteration. These measures may include encryption in transit, access controls, monitoring, and vendor reviews. No method of transmission or storage is perfectly secure; please use strong passwords and keep your devices updated.

Your rights and choices

Depending on your jurisdiction, you may have rights to access, correct, delete, restrict, or port personal information, and to object to certain processing (including direct marketing where applicable). You may also have the right to lodge a complaint with a supervisory authority.

To exercise rights, contact us using the details below. We may need to verify your identity before fulfilling requests. Some rights may be limited where we must retain records to complete transactions, secure our systems, or comply with law.

You may opt out of marketing emails using the unsubscribe link in those messages where provided. Operational messages may continue where necessary.

Children

MyFrame is designed for families, but accounts that purchase products or bind payment methods should be operated by adults. Parents and guardians decide what imagery is appropriate for their household. If you believe we have collected information from a child inappropriately, contact us so we can investigate and take appropriate action.

California residents (CPRA summary)

If California law applies, you may have additional rights to know, delete, and correct personal information, and to opt out of certain sharing for cross-context behavioral advertising where we engage in that activity. We do not knowingly sell personal information of minors under 16. For requests, use our contact channel below and include “California Privacy Request” in the subject line.

Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and revise the effective date when we do. If changes are material, we may provide additional notice as required by law or through the Services.

Contact us

Questions about this Privacy Policy or our privacy practices: visit Contact Us or email contact@myframe.ink.