Privacy Policy
1. Information We Collect
Velaré may collect personal information including name, email address, phone number, delivery details, recipient details, account information, and subscription-related details when customers create an account, place an order, or subscribe to a plan.
2. How We Use Information
- To create, manage, and fulfill bouquet orders and subscription services
- To contact customers regarding orders, subscriptions, account activity, and service updates
- To process payments through authorized payment providers
- To improve website performance, operations, and customer experience
3. Payment Information
Velaré does not store full payment card details on its own servers. Payments are processed through authorized third-party payment providers and payment gateways.
4. Sharing of Information
Velaré may share necessary customer information only with payment providers, delivery partners, technical service providers, and operational partners where required to process payments, fulfill orders, operate subscriptions, and maintain the service.
5. Velaré Concierge Customer Support
Velaré Concierge is the customer support chat in the Velaré iOS app. When you use it, Velaré processes the messages you write, the photos you choose to attach, the order you ask about (if you start the conversation from an order), your account identifier and name, the app language, and the time of each message.
- Photos: you choose each photo yourself. Before sending, the app creates a smaller JPEG copy that does not include the original file's embedded metadata, such as location. Velaré does not use the camera or access your photo library without your action.
- Storage and access: support conversations and photos are stored privately with Google Firebase (Cloud Firestore and Cloud Storage), our technical service provider. Access is restricted to your account and to authorized Velaré staff who handle customer support.
- Telegram notifications: so that we can respond quickly, authorized Velaré staff are notified of each new support message through Telegram, a third-party messaging service. A notification contains your name, the order number if you are asking about an order, and up to 200 characters of your message text or a note that photos were attached. Photos themselves are not sent to Telegram. These notifications are stored by Telegram under Telegram's own terms and may remain in staff Telegram chats even after your conversation is deleted from Velaré's systems.
- Push notifications: when we reply, we may send a push notification to your device through Apple Push Notification service and Firebase Cloud Messaging. It only tells you that we replied and does not contain the text of the reply.
- Retention: support conversations and photos are kept while your account exists, so that our team can see the history of your requests. No fixed automatic deletion period currently applies. Technical records of notification delivery are deleted automatically after about 30 days.
- Account deletion: when you delete your Velaré account in the app, or when we delete it at your request, your support conversation, all of its messages, the attached photos and the related technical records are deleted from Velaré's systems. Deleted photos may remain in our storage provider's recovery storage for up to 7 days before they are permanently removed. Notifications already delivered to Telegram are outside this deletion process and may remain there.
6. Data Security
Velaré takes reasonable technical and organizational measures to protect customer information against unauthorized access, misuse, disclosure, alteration, or destruction.
7. Customer Rights
Customers may request correction of inaccurate personal information or request deletion where legally and operationally possible by contacting support@velare.ge. Certain information may be retained where necessary for payment records, legal compliance, dispute handling, or service operations.
8. Contact
For privacy-related questions, contact: support@velare.ge
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