This Privacy Policy explains how Folowups, Inc. ("Folowups," "we," "us," or "our") collects, uses, shares, and protects information when you use our website, applications, and Instagram automation services (collectively, the "Service"). Folowups is an Instagram automation platform that helps creators, ecommerce brands, coaches, and agencies automate comment replies, story replies, and direct messages through Meta's official Instagram Graph API.
By using the Service, you agree to the collection and use of information in accordance with this policy. If you do not agree, please do not use the Service.
1. Information We Collect
Information you provide to us
- Account information — name, email address, password, business name, and billing details when you create an account or subscribe to a plan.
- Payment information — processed by our third-party payment processor (Stripe). We do not store full card numbers on our servers.
- Content you create — automation flows, keyword triggers, message templates, and any other configuration you set up in the Service.
- Support communications — information you share when you contact us by email or chat.
Information from connected Instagram accounts
When you connect an Instagram Business or Creator account through Meta's official OAuth flow, we access only the data necessary to provide the Service. We never see or store your Instagram password. Depending on the permissions you grant, this may include:
- Your Instagram profile information (account ID, username, profile picture, follower counts).
- Comments, story mentions, story replies, and reactions on your posts and reels.
- Direct messages sent to and from your account that are processed through our automation.
- Media (posts, reels, stories) and basic engagement metrics used to trigger and report on flows.
We use this data only to operate the automation features you configure and to provide analytics back to you. Our use of information received from Meta APIs adheres to the Meta Platform Terms and Developer Policies.
Information collected automatically
- Usage data — pages viewed, features used, and actions taken within the Service.
- Device and log data — IP address, browser type, operating system, and timestamps.
- Cookies and similar technologies — used to keep you signed in, remember preferences, and measure performance. See our Cookie section below.
2. How We Use Your Information
We use the information we collect to:
- Provide, operate, and maintain the Service, including running the automations you configure.
- Process transactions and manage your subscription and billing.
- Generate analytics and reports about your Instagram engagement and conversions.
- Train and improve the AI DM responder on your account using your brand voice and past messages, only where you enable this feature.
- Respond to support requests and communicate important account or Service updates.
- Detect, prevent, and address fraud, abuse, security incidents, and violations of our Terms.
- Comply with legal obligations.
We do not sell your personal data, and we do not use the contents of your Instagram messages to advertise to your audience or to train models that benefit other customers.
3. How We Share Information
We share information only in the following limited circumstances:
- Service providers — vendors who help us operate the Service (e.g., cloud hosting, payment processing with Stripe, email delivery, analytics), bound by confidentiality obligations.
- Integrations you enable — when you connect tools such as Shopify, Klaviyo, HubSpot, Calendly, Zapier, or webhooks, we exchange data with those services as needed to perform the integration you requested.
- Legal and safety — when required by law, regulation, legal process, or to protect the rights, property, or safety of Folowups, our users, or others.
- Business transfers — in connection with a merger, acquisition, or sale of assets, subject to this Privacy Policy.
4. Data Retention
We retain your information for as long as your account is active or as needed to provide the Service. You may delete your data at any time from within your account settings. When you close your account, we delete or anonymize your personal data within 90 days, except where we are required to retain it for legal, tax, or security purposes.
5. Data Security
Folowups is SOC 2 Type II certified. We encrypt data in transit (TLS) and at rest, restrict internal access on a need-to-know basis, and maintain administrative, technical, and physical safeguards designed to protect your information. No method of transmission or storage is 100% secure, so we cannot guarantee absolute security.
6. Your Rights and Choices
Depending on where you live, you may have the right to:
- Access, correct, or delete the personal data we hold about you.
- Object to or restrict certain processing, or request data portability.
- Withdraw consent where processing is based on consent.
- Disconnect any connected Instagram account at any time, which stops further data collection from that account.
To exercise these rights, contact us at [email protected]. We comply with the GDPR, UK GDPR, and CCPA/CPRA where applicable. A Data Processing Agreement (DPA) is available to eligible customers on request.
7. Cookies
We use strictly necessary cookies to operate the Service and optional analytics cookies to understand usage. You can control cookies through your browser settings; disabling some cookies may affect functionality.
8. International Data Transfers
We may process and store information in countries other than your own. Where we transfer personal data internationally, we rely on appropriate safeguards such as Standard Contractual Clauses.
9. Children's Privacy
The Service is not directed to individuals under 18, and we do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us so we can delete it.
10. Changes to This Policy
We may update this Privacy Policy from time to time. When we make material changes, we will notify you by email or through the Service and update the "Last updated" date above. Continued use of the Service after changes take effect constitutes acceptance of the revised policy.
11. Contact Us
If you have questions about this Privacy Policy or our data practices, contact us at [email protected] or [email protected].