Privacy Policy

Last updated October 3, 2026.

1. Information We Collect

We collect information you provide directly (business name, contact details, payment information) and information generated by your use of the platform (orders, contacts, content, usage logs).

2. How We Use Information

We use collected information to operate the platform, provide features you've configured, such as email delivery, shipping and payments, and SMS delivery where supported and enabled, and to improve the service. We do not sell your data.

3. Tenant Data

Your business data — contacts, orders, products, and content — is treated as tenant data. It is scoped to your account and is not shared with other tenants.

4. Third-Party Services

Roots HQ connects to third-party services to provide features. Depending on the features Roots HQ or your workspace has enabled, these may include: payment processors (Square and PayPal for your customers' payments, and Stripe for your Roots HQ subscription); shipping (EasyPost); email delivery through the SMTP mail service configured for Roots HQ or for your workspace; text-message providers (Twilio or TextBelt), where SMS is supported and enabled; marketplaces you connect (eBay, Etsy); social publishing (Facebook and Instagram); live-streaming services you connect (YouTube, Twitch, Vimeo, Restream); address lookup for deliveries (Geocodio and OpenStreetMap Nominatim); mobile push notifications (Google Firebase Cloud Messaging); and AI providers for Calyx (Anthropic and OpenAI). Each has its own privacy policy. We only share data with these services to the extent required to deliver the feature you're using.

5. Cookies and Tracking

The platform uses session cookies for authentication. The public Roots HQ website (roots-hq.com) uses Matomo, a web analytics tool that we run on our own analytics server rather than a third-party analytics service, to understand how visitors use the site. Matomo records the pages you visit, the site that referred you, your browser and device details and your IP address, and sets first-party analytics cookies. This information is used only to improve the website. It is not sold or shared with advertisers, and we do not use advertising tracking. The Roots HQ app, storefronts and mobile apps do not use Matomo.

6. Data Retention

We retain your data while your account is active. On account closure, data is retained for a reasonable period before deletion, unless you request earlier deletion.

7. Your Rights

Depending on your location, you may have rights to access, correct, or delete your data. Contact us to exercise these rights.

8. Security

We use encryption, access controls, and tenant isolation measures designed to protect your data. See our Security page for details.

9. Changes to This Policy

We may update this policy. We will notify active tenants of material changes.

10. Contact

Privacy questions: privacy@roots-hq.com