Privacy Policy

Account, contact, and order information:

• Name, email, phone number, account credentials, saved recipients, and preferences
• Billing address, delivery address, recipient details, text/audio/video gift messages, access notes, and requested delivery windows
• Order, cart, product, add-on, support, refund, and fulfillment history
• Flora Pass plan, trial, renewal, cancellation, entitlement, and payment-status records
• Stripe customer, payment, subscription, connected-account, transfer, and refund identifiers; Stripe processes card and bank details directly

Flora and customer-support information:

• Chat messages, product recommendations, availability notices, support requests, and conversation status
• Event Studio briefs, proposals, messages, and private photo attachments shared with the florist selected for that event conversation
• Actions an authorized florist takes in the conversation, such as sending a product, updating the customer cart, or requesting checkout
• Operational records needed to attribute, secure, troubleshoot, and audit those actions

Automatically Collected Information:

• Device information (browser type, operating system)
• IP address, network source, and approximate city/region location supplied by our edge provider
• Pages visited and time spent on our site
• Referring website or search terms
• Shop interactions such as chat, product views, cart activity, and checkout progress
• Security, error, performance, and provider request metadata

Delivery and mapping information: We process delivery addresses, verified coordinates, delivery windows, route order, estimated arrival information, and fulfillment status. When a shop uses driver tracking, authorized staff and the recipient-facing tracking experience may process the driver's latest work location for that delivery.

Anonymous storefront identity: We place a random, first-party identifier in a secure browser cookie so your chat and shopping journey can continue and the florist can understand genuine interest. The database stores a one-way hash of that identifier. We do not build a device fingerprint from fonts, hardware, canvas, or similar signals.

Flora uses your current message, relevant conversation history, selected shop context, and shopping information to produce a response. Flora can make mistakes. Do not include complete card numbers, government identifiers, medical information, or other sensitive information in chat.

When a conversation is escalated, authorized staff for the selected florist can view the customer-visible conversation, product cards, cart snapshot, and support history needed to assist you. Platform support administrators may access a conversation when needed to operate, secure, or troubleshoot the service. We do not display private model reasoning to florist staff.

Staff-assisted cart changes and checkout requests are attributed in the conversation. You remain responsible for reviewing the current cart, delivery details, total, and payment terms before completing checkout.

We implement appropriate technical and organizational security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction.

• Payment transactions are transmitted over encrypted connections
• Card and connected-account onboarding data are collected and processed by Stripe
• We never store your complete credit card information
• Access to personal data is restricted to authorized personnel only

No system can guarantee absolute security. Please use a unique password and contact us if you believe your account or order information has been accessed improperly.

We retain information only for as long as reasonably necessary for the purpose collected, including to:

• maintain your account, active cart, Flora and Event Studio conversations (including sent private attachments), private digital gift media, membership, order, delivery, and support history;
• complete payments, payouts, refunds, accounting, fraud review, and legal or tax obligations;
• resolve disputes, enforce agreements, and maintain security and audit records; and
• honor consent, deletion, suppression, and communication-preference records.

Anonymous browser and unconverted lead records expire on a shorter operational schedule. Raw lead IP addresses are restricted to authorized platform administrators and expire on a configurable short operational schedule. Florist staff receive only aggregated, approximate city-level patterns—not individual IP addresses or visitor dots. Using “Forget this browser” removes the current anonymous browser link and unconverted lead activity, but it does not erase completed orders, payment records, security records, or an account you created where retention remains necessary or legally required.

We use cookies and similar tracking technologies to enhance your browsing experience. Cookies help us:

• Remember your preferences and cart items
• Keep you signed in to your account
• Understand how you use our website
• Improve our services based on usage patterns
• Keep a Flora conversation and shopping journey connected to the same shop

You can control cookies through your browser settings. Disabling cookies may affect some website functionality.

Depending on your location, you may have the following rights:

• Access: Request a copy of your personal data
• Correction: Request correction of inaccurate data
• Deletion: Request deletion of your data
• Opt-out: Unsubscribe from marketing communications and, where applicable, opt out of sale or sharing
• Limit: Request limits on certain uses of sensitive personal information where applicable
• Data Portability: Receive your data in a portable format
• Non-discrimination: Receive equal service when exercising applicable privacy rights

California residents: Depending on whether the law applies to the relevant business, you may have rights to know, access, correct, delete, and receive information, to limit certain uses of sensitive personal information, and to opt out of sale or sharing for cross-context behavioral advertising. Topinu does not sell personal information or share it for cross-context behavioral advertising.

We may need to verify your identity and authority before completing a request. Some information may be exempt from a request, including information needed to complete transactions, protect security, prevent fraud, or meet legal obligations. You may use an authorized agent where applicable.

We disclose information to service providers and other parties only for the purposes described here:

• Selected florist and authorized staff: order fulfillment, customer support, assisted shopping, refunds, and delivery
• Stripe: card payments, recurring billing, fraud services, refunds, connected-shop identity verification, transfers, and payouts. Stripe receives information under its own Privacy Policy.
• Google Maps Platform: address validation, geocoding, maps, route planning, and travel-time estimates. Google processes related request data under the Google Privacy Policy.
• Cloudflare: edge delivery, security, original-IP forwarding, and approximate IP geolocation. Cloudflare processes related request data under its Privacy Policy.
• Drivers and delivery partners: recipient, address, window, contact, access, and order information needed for fulfillment
• Hosting, communications, security, and analytics providers: infrastructure, transactional messages, performance measurement, abuse prevention, and diagnostics
• Configured AI provider: Flora sends your chat messages and the relevant shopping context to the configured AI provider (such as OpenAI or Google Gemini) to generate a reply. Do not include payment details or other sensitive information in chat.

This storefront participates in an opt-in provider data-sharing program, so Flora chat inputs and outputs may also be used by the configured AI provider to improve its models.

Providers have their own privacy terms and may process information in the United States or other countries. We may also disclose information when required by law, to protect people or the service, in a corporate transaction, or with your direction or consent.