Privacy notice

1. Who processes your data

Customers who ask for support (pages /help/…): the controller is the company named on the support page, usually the manufacturer of the product. Folgor processes the data on its behalf as a processor (art. 28 GDPR).

Portal users (staff of client companies): Folgor is the controller of your account data (email, name, sign-ins) to provide the service and keep it secure. What you upload for your company is processed on behalf of your company.

Website visitors and people who write to us through the contact form: Folgor is the controller.

Contact: privacy@folgor.com.

2. What data

Support requests: your email; the purchase document (invoice or receipt) with the data printed on it; photos of the product and of its label; the description of the problem; chat messages and images, with a short description of each image the assistant writes once (personal data are filtered out, see section 4), which the company sees with the conversation; the date and time of a withdrawal declaration, if you make one.

If you no longer have the purchase document: where and approximately when you bought the product and, if you give it, the seller's name, as you declare them; the other proof of purchase you upload instead (for example an order email, a bank or card statement, a delivery note or a warranty card) with the data it shows. Hide the other transactions of a statement before uploading it. If the company finds your purchase in its own records, the date, channel and seller it confirms.

Repairs (asked for on the support page or entered by the company on your behalf, which stays the controller): serial number, description of the fault and progress, the photos of the product the Folgor technician takes during the repair (for example of its label or of the damaged part) with a short description an AI model writes once without personal data; when the repaired product comes back to you, also your name, email, phone number and the pick-up and delivery addresses.

Repair lab (Folgor technicians working on a repair): the conversation between the technician and the Repair agent, typed or spoken (the transcript of what was said; the audio is not stored), which only Folgor staff read; the repair's case state the agent keeps (symptoms, error codes, what was tried, the next step), written without personal data; the knowledge a technician confirms from a repair, written in English without personal data and shown to the company with the technician's name and the date.

Shipments from the Folgor warehouse that a company asks for to you (for example a replacement product): your name, the delivery address and, if the company gives it, your phone number.

Replacements: the delivery address and phone number you confirm on the support page (prefilled from your purchase document), the collection address when the defective product is picked up, and the tracking of the shipments.

Questions to the company's specialists: the question and its context written by the assistant without your name or contact details, the checks the specialist asks you for, your results and, for risky checks, your acceptance of the safety warnings with its date and time.

Assistant notes on your request: a summary the assistant keeps of the problem (symptoms, error codes, what was tried and with what result, the next step) and the product questions its documentation could not answer, written without your name or contact details. The company sees them, to follow your request and to add the missing documentation.

Security: an encrypted fingerprint of your IP address, used only for the limits against abuse.

Portal accounts: email, name, role, company, sign-ins and administrative actions; the problems and ideas you report to Folgor, with the page, your browser and screen size and the screenshots you choose to attach (up to 3 images), which only you and Folgor see and which are never sent to AI models.

Website contact form: name, company, work email, website, the services you are interested in and your message.

Website statistics, only if you accept them: pages visited, referrer, browser, operating system, device type, country and page speed, without cookies and without identifying you.

3. Why

To handle your support request: check the purchase and the product, answer you, record a withdrawal declaration and send its receipt, and close the request with an outcome and its reason, which we email to you. Without the purchase document, recognise the product from the photos of the product and its label, give technical help, and send you one reminder by email after 3 days explaining how to get the invoice back. Legal basis: the service you request and the company's legal obligations towards consumers.

To repair your product when you or the company ask for it: arrange its collection and return through the Folgor warehouse and email you short updates on its progress. To diagnose it, the Folgor technician works with the Repair agent (section 4) and may ask the company's technical contact (or a Folgor specialist) or search online, without your personal data. Legal basis: the service you request.

To deliver goods a company keeps at the Folgor warehouse and sends to you: pass your address to the carrier. Legal basis: the company's service to you.

To get you an answer when the product documentation is not enough, as the company's procedure says: ask the company's specialist or, when none can answer and a person must take over (for example for safety instructions), a Folgor specialist (without your personal data), and write their answer to you in the chat and by email; or search online for solutions without your personal data. Your request is never forwarded by email. Legal basis: the service you request.

To send you a replacement: pass your name, address and phone number to whoever ships it (the Folgor warehouse, the carrier, or the company's contact) and email you the shipment's tracking. Legal basis: the service you request.

To keep the service secure and prevent abuse. Legal basis: legitimate interest.

To run portal accounts. Legal basis: the contract with the client company.

To answer contact requests and prepare a proposal. Legal basis: steps taken at your request before a contract.

To measure visits and speed of the public pages. Legal basis: your consent, which you can withdraw at any time from “Cookie preferences”.

4. Automated systems and artificial intelligence

Documents, photos and messages are read by artificial intelligence models from external providers (Anthropic and Google, reached through Vercel AI Gateway) to extract the purchase data, check the product and write the assistant's answers. Each photo you send in the chat is described once by such a model. The model is told not to transcribe personal data (only to say that a photo contains some) and the description is filtered automatically for e-mail addresses, phone numbers and similar data, but this is not guaranteed for every case; codes and serial numbers read on the product are kept as printed. The description is kept with your request, is visible to the company and is what the assistant reads afterwards. Avoid photographing documents or labels with your personal data when they are not needed.

When the automatic check is not enough, the request goes to a person at the company for review. You can always ask for a person to look at your request by writing to the company or to privacy@folgor.com.

The assistant is an automated system: its answers are general information and may contain errors.

Where the company's procedure allows it, the assistant searches online for solutions with a Google model and Google Search (through Vercel AI Gateway); the query contains no personal data, and the solutions come from online users, so Folgor takes no responsibility for them.

In the repair lab, the Repair agent assists Folgor technicians with an Anthropic model (through Vercel AI Gateway): it searches the product documentation, guides procedures with their safety warnings, proposes status changes that the technician confirms and drafts knowledge in English, which a second model checks against the technician's words. It receives the product, its serial number, the fault and the history of the repair, not your name or contact details. It searches online with a Google model and Google Search, without personal data, only after the question to the company's technical contact (or to a Folgor specialist) has ended.

Where the company offers it, you can talk with the assistant by voice on the support page; Folgor technicians can also talk with the Repair agent by voice in the repair lab. Your voice is sent from your browser to OpenAI's GPT-Live model (USA), reached through Vercel AI Gateway. Our page asks OpenAI not to store the voice conversation (store: false); OpenAI's own data-retention policy still applies to what it processes. The model only holds the spoken conversation, while the answers, the safety warnings and the steps come from the same assistant as the chat, and safety texts are read word for word and shown on screen. The audio is never stored by Folgor; the transcript of what you and the assistant said is kept with your request like the chat messages and is visible to the company (in the repair lab it is kept with the repair's conversation, which only Folgor staff read). If you confirm safety warnings by saying "yes", your words are recorded with the confirmation. Voice is limited to 20 minutes per request, up to 100 minutes per company per day; in the repair lab Folgor technicians have a separate pool of 100 minutes per day. At your request the assistant emails you the steps already shown and the product's manuals as links valid 7 days, to the email address given in the request: Folgor does not verify that this address is yours, so check that it is correct.

Every request ends with an outcome and its reason. The assistant may propose a closing activity that the company's procedure allows (for example a repair, a refund or a credit note): the company decides it, or Folgor accepts it at once where the company's procedure says so and the purchase terms documented for your purchase cover it. A rejection of your request is always decided by a person. When you confirm that the problem is solved, or 7 days after the last activity with no reply from you, the assistant closes the request as resolved or as no longer active and writes the reason from the conversation; you receive both by email and can always open a new request.

5. Providers

Supabase (database and files, European Union, Frankfurt), Vercel (hosting, AI Gateway and, with your consent, website statistics), Resend (email, also used to deliver contact requests to our mailbox), Inngest (background processing) and the AI model providers listed above. Fonts are served by our own site, not by Google.

Some providers are based in the United States: transfers rely on the safeguards of the GDPR (EU-US Data Privacy Framework or standard contractual clauses).

6. How long

Support requests are deleted 24 months after they are closed, together with their files, messages and purchase data. Requests that cannot be handled and stay inactive are closed after 90 days; a request in progress is closed 7 days after its last activity if you do not reply.

Your name, email, phone number and addresses on a repair, the photos of the repair with their descriptions, the conversation with the Repair agent (voice transcripts included) and the repair's case state are deleted 24 months after the repair is closed or cancelled; the repair record (code, product, serial number, fault and steps) stays in the company's service history. Knowledge confirmed by a technician contains no personal data except the technician's name and stays in the company's knowledge until it is deleted.

Name, address and phone number of a shipment from the Folgor warehouse are deleted 24 months after the shipment request is closed; the request code, products and quantities stay in the company's stock history.

The address and phone number of a replacement and the questions to the company's specialists are deleted together with the support request; the product knowledge kept from a specialist's answer contains no personal data. The assistant's notes on the request are deleted with it too.

Keep the email receipt of a withdrawal declaration: after the request is deleted it is your only copy.

Files uploaded but never confirmed are deleted after 24 hours. Portal accounts are kept while the client company uses Folgor. Screenshots attached to a report to Folgor are deleted 90 days after the report is resolved or closed.

Contact requests are not stored in our database: they reach our mailbox by email and are kept as long as needed to answer and follow up, and deleted within 24 months of the last contact if no contract follows.

7. Cookies and browser storage

Folgor uses no profiling cookies. It stores only what is technically needed: the portal sign-in session, the chosen language and your privacy choices in your browser, the state of the portal side menu (cookie sidebar_state, 7 days), the portal help tips you have already seen and, on support pages, the link to your request in the browser tab's memory.

Only if you accept them, the public website pages use Vercel Web Analytics and Speed Insights, which use no cookies. Every item and your choices are described in the cookie policy (/cookies).

8. Your rights

You can ask for access, correction, deletion, restriction, objection and portability. For the data of a support request or a repair, write to the company named on the support page or to privacy@folgor.com: we forward your rights request (not a support request) to the company, which answers it as controller.

You can also lodge a complaint with the Italian data protection authority (Garante per la protezione dei dati personali, www.garanteprivacy.it) or with the authority of your country.

9. Changes

We update this notice when the service changes; the date at the top shows the latest version.